Pep Boys

Review: I HAD A WARRANTIED PART REPLACED, AND FURTHER DAMAGE WAS DONE TO MY VEHICLE.

I took my vehicle in on 05/09/2014 for electrical problems, and the inspection revealed an alternator problem that was still under warranty. The alternator was replaced, but I found additional problems wrong with my vehicle when I was about to do a regular oil , brake fluid, and coolant check. The hood of my vehicle was unable to be opened, as if sealed shut. I had to take my vehicle back to Pep boys to have them open it. While getting the hood opened the radiator hose was damaged. The repair tech [redacted] then had to repair the hose. I left thinking my vehicle was in operable condition, and it was not. I took pictures of the damaged front skirt under the front bumper, liquid all over the engine, liquid all over the front bumper, and coolant leak then took my vehicle back to pep boys. I spoke to [redacted],and [redacted] about the repairs that need to be done. I let him know I will contact him if any further problems occur.Desired Settlement: Replacement of damaged parts, and reimbursement for rental vehicle as well as taxi services during vehicle disablement.

Business

Response:

Dear **. [redacted],

We are in receipt of the letter sent to your office by **. [redacted] on June 16, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.

A claim was entered and a check was sent to the store, waiting customer pick up.

We again apologize as well as thank **. [redacted] allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Disclaimer: The information contained in this communication is confidential and

only for the use of the intended addressee(s). If you have received this

communication in error, any disclosure or use of such information is strictly

prohibited. Please notify the sender immediately and destroy all copies. Thank

you.

Review: I have been messaging someone on Facebook http://www.facebook.com/pepboysauto

asking them to look for some of the toy cars I ordered to have green wheels

before and right after I ordered but they did not do it

I also was missing one car I called customer support and still no call back

Order Date:07/09/2013

ORDER NUMBER: [redacted]

Rewards #:

PAYMENT INFORMATION

Name on Card: [redacted]

CC Number XXXXXXXXXXXX[redacted]

Ship To Address: [redacted]

Shipping Method Ground (5-7 Days) Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Greenlight Pep Boys 1968 Plymouth GTX Collectible Diecast Cars

30

$149.70

15% off of a single item

($0.75)

SUBTOTAL

$148.95

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$9.31

LOCAL SALES TAX

$1.12

Total

Prior to any applicable Mail-in Rebate

$159.38

Order Date:07/09/2013

ORDER NUMBER: 83335305

Rewards #:

PAYMENT INFORMATION

Name on Card: [redacted]

CC Number XXXXXXXXXXXX[redacted]

Ship To Address: [redacted] , [redacted]

Shipping Method Ground (5-7 Days) Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Greenlight Pep Boys 1968 Plymouth GTX Collectible Diecast Cars

16

$79.84

15% off of a single item

($0.75)

SUBTOTAL

$79.09

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$4.95

LOCAL SALES TAX

$0.59

Total

Prior to any applicable Mail-in Rebate

$84.63

Order Date:07/09/2013

ORDER NUMBER: [redacted]

Billing Information

Rewards #:

PAYMENT INFORMATION

Name on Card: [redacted]

CC Number XXXXXXXXXXXX[redacted]

Ship To Address: [redacted] , [redacted]

Shipping Method Ground (5-7 Days) Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Greenlight Pep Boys 1968 Plymouth GTX Collectible Diecast Cars

16

$79.84

SUBTOTAL

$79.84

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$4.99

LOCAL SALES TAX

$0.60

Total

Prior to any applicable Mail-in Rebate

$85.43 [redacted]Desired Settlement: I ordered last week and now you have a sale will you refund me the difference?

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated June 22, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced with our online ordering.

A gift card for $35.77 has been sent out to **. [redacted].

We apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Pep boys did not properly diagnose my immediate issue and charged me for something that was not urgent.

I went in on Wednesday 10/15/15 with the complaint that I was hearing a noise that sounded like a flat tire and the car was shaking. I was told by the person who helpmed me that it sounded like a wheel bearing but, it was $20 to diagnoes. They came back with an etimate of approximately $1500 which included 2 wheel bearing and 4 tires. I told them I only wanted to address the issue that was causing the sound and the shaking repaired. They removed the tires an left 2 wheel bearing. I told them again I wanted the minimum to fix the issue and asked if they could not fix only the wheel bearing that was causing the problem. They removed one of the wheel bearing and charged me $357 labor and parts for the wheel bearing. I called them back the next day because I was still hearing the noise and the car was still shaking and sounded like I had a flat. The manager Danny told me to come in. They would do a test drive. When I got there Danny was not in but, Ramiro recognized me and told me the reason was that I had a shredded tire and he could hoist the car up and show me. Sure enough my front passenger tire showed partially shredded. This was never mentioned when I said I wanted the minimum to fix my issue. Further more this is a major safety issue and I could have had a blow out. No manager was available at the store so they told me to call customer service. I did. The store manager called me back and said they I needed both wheel bearings and new tires. I told him I wanted the minimum to fix my issue which would have been a tire and further more they did not tell me about the shredded tire. The manager offered to sell me four tires for approxiamtely $290. I told him I decline that offer they need to give me back my money or install the tires with no labor fee. I called customer service back and they said they would have an area manager call me on Friday by Saturday. I never received a call. I called them back and they stated the store manager sent an email that he had resolved. He lied. They never advised me of the"shredded tire" and told me the problem was the driver side wheel bearing. He also stated I declined the tires because I could not afford which is also a lie. I want my money back for the labor on my car. They did not properly diagnose the problem and the manager is refusing to acknowledge their error and the fact that they did not tell me I had a shredded tire and they let me drive off with something that was very dangerous for me.

The area manager from Pep boys has not responded to me.Desired Settlement: I would like my money back for the labor charge of the wheel bearing and or no labor fee for installing tires.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 29 , 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was offered four tires for $ 288.00, [redacted] agreed. [redacted] was also advised that her vehicle needed bearings and that her vehicle would still shake due to this repair needed.

We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I am a long-time customer of Pep Boys on North Nevada. On 6/27/14 I took my car in for the $14.99 oil change advertised. When I got there they said that was if I did it myself and told me the $14.99 did not apply for them to do it. I had to pay $31.99.

I also paid for a brake inspection that apparently was not done because I noticed on the paperwork that there was nothing written down for each brake. They also didn't do a vehicle inspection as my windshield wiper fluid was out.

At that time they told me I need new front brakes and tried to sell me a $300.00 package.

I was suspicious so I took my car to another place and they checked my brakes and they were fine.Desired Settlement: Corporate to look at this branch's practices for servicing. Ripping people off. If I had gone with the package based on their suggestion I would have been out of pocket $300. I also felt discriminated against because i'm a woman!

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on November 19 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.[redacted] was contacted by the area Director and advised to bring her vehicle to our North Academy location. At North Academy location a brake inspection was performed and the system was lubricated, test drove and everything is fine with the vehicle at this time.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny Avenue

Review: I had Pep Boys install a new alternator in my Xterra on 1-21-13. I was told the repairs would take 2 hours. They kept my car for TEN hours. Several employees were rude on the phone. I have had to call [redacted] 5 times since this repair work was completed. On March 10th Pep Boys agreed to replace the first alternator because it was defective. On March 20th, my car failed to start again. On March 22nd my Xterra stopped running and left me stranded on [redacted]. I had to pay a total of $192.43 for towing. [redacted] checked my vehicle and informed me that the alternator had not been installed properly. When I called Pep Boys repair store, they were once again rude and uncooperative. I called Customer Service on March 25th and was told I would be contacted within 24 hours. I have now waited 3 days to speak to a supervisor to get this issue resolved.Desired Settlement: I want $464.00 refunded for the alternator. I would appreciate some sort of compensation for the $192.43 towing bill. I am extremely upset and dissatisfied with this business. I will never take another vehicle to this company and plan to tell anyone I know to do the same.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 27, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

The store manager [redacted] contacted [redacted] and apologized for the lack of communication and quality of service she received, he offered her a full refund.

We apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Review: Warning!!!!!!!! This place tried to fix my aircondition nine different times.Was told by District Manager to take my truck somewhere else toget my aircondition fixed they would pay. A week later my truck is stillnot authorized repairs. This place is a joke.Started this horrible journeyJune 23 Its now October17 unbelieveable.Desired Settlement: Want them to do what they said they would do.Pay for the repairs on my truck

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on November 4, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

To further assist [redacted], we will need the Pep Boys location he visited. Once we received the requested location we will than begin our resolution process.

We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I went to pep boys for a simple oil change and they did not put oil back into my car. I may have drove 60 miles on before my engine had problems. I took it to pep boys where the engine seized. They took my engine apart and told me the pistons had broken and another one melted. Pistons break when people do not put enough oil in the car. The friction + pressure = heat in the motor breaking pistons due to lubrication problems. The engine broke due to lack of oil after oil change from pep boys.Desired Settlement: Replacement Motor + Cost of Rental Car 67$ for 10 days

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 6, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] had engine repair work done at [redacted]. Intake Manifold and Spark Plugs, at this time was told by "[redacted]" at [redacted] that the engine has an internal issue.

**. [redacted] also went back to [redacted] after 60 miles and claimed that [redacted] caused the issue.

**. [redacted] then brought his vehicle to Pep Boys asking for oil change on March 6, 2013, and said that he knows its making noise.

During the oil change [redacted] (Mech) showed **. [redacted] the oil leak , and started the oil change. After completion

**. [redacted] left and came back the next day for a belt replacement.

**. [redacted] returns 7 months later and 304 miles for inspection due to vehicle not running, after it went to [redacted] for inspection per **. [redacted].

Upon arrival on October 21, 2013 the oil level was below the fill line with the vehicle not running. After inspection it has been determined that the damage is not from the oil change service, and is related to the initial engine repair done elsewhere.

Damage is as follows - Hole in top of Piston and Piston rod broken. Not caused by oil level or lack of.

We find no wrong doing on behalf of Pep Boys and we will not take responsibility for repairs needed on this vehicle.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: On May 2,2014 my truck a [redacted] was taken to Pep Boys in Waldorf because a brake line had snapped and caused me to run up over a curb. Since Pep Boys had just put in a new brake line I felt they should repair it for free. (That service is in a previous complaint.) While the truck was being evaluated for the brake line the back tires had to be removed. However, if the tires were not removed and a proper evaluation of the brake line was not made that could explain why the wrong brake line was replaced previously. Regardless, Pep Boys was the last people to touch that left rear tire from when they put on all four new tires. This truck is the only form of transportation I have for myself and my 78 year old mother who is disabled. I am also disabled with a serious heart condition. Needless to say being without a vehicle is not great option for us since we both have Doctors appointments, etc. My brother, who is a military veteran, was helping to pay for the repairs wanted to have the four new tires put on and Pep boys was running a special on tires. Pep boys was the last people to touch the back left tire on my vehicle, the last ones to take it off and to put it back on. So on May 6th 2014 when my back left tire came flying off the vehicle still on the rim because the lug nuts were not tightened properly. The car spun out of control and I was almost killed again. This is twice in two weeks that a service from Pep Boys has put my life in danger. Now Pep Boys is trying to say that they are not responsible for the tire coming off the truck.Desired Settlement: I would like any and all parts that are damaged due to that tire coming off, such as the rotor, pad, caliper, lug nuts, etc. to be replaced free of cost.

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to

your office by [redacted] on May 7, 2014, We would like to apologize to Ms.

Manard for inconvenience she may have experienced at our Pep Boys

facility. The

service manager spoke to [redacted] on May 8, 2014 both reviewed the video

footage of her vehicle and both agreed no wheels were removed. Only a visual

evaluation of the broken brake line done. [redacted] also shared after the truck was towed away from Pep

Boys on May 2, 2014 she authorized brake service at another shop. Front brakes

service and another brake line installed. We advised [redacted] to contact the

shop and request to review their camera, because of our footage confirming we

never removed any wheel and the fact that the services were performed at another

shop after leaving Pep Boys, therefore we were not the last to service the

vehicle.We again apologize as well

as thank [redacted] for allowing us the opportunity to address her

concerns. Regards,

[redacted] Customer Service Coordinator

Review: On December 21st 2012 I brought my 2009 Toyota Corolla to the Pep Boys Store #[redacted] for brake work and repair. Service Order # [redacted].The following services were rendered:PK [redacted]-Front Brakes Basic PS Ceramic Package with Labor Warranty 18 Mo/18k miles-Front Brakes Basic PC Ceramic LBR-Prostop Front Prostop Ceramic Pads with Limited Lifetime Warranty-PB/ Prostop Front Disc Brake Rotor with Limited Two-Year WarrantyPK [redacted] Rear Brake Basic Prostop Packages with Labor Warranty 6mo/6 K miles-Rear Brakes Basic PC Ceramic LBR-Prostop Rear Prostop Brake Shoes with Limited Lifetime WarrantyOn- Car Lathe Perside W/Brake SvcPK [redacted] Pep Boys Conventional Oil Change-The total cost of all above-mentioned services was $523.72 with included a complimentary oil change. At the time of service I was also informed that the CV Axle was in need of replacement as well. This recommendation was given verbally and not placed on the invoice. On February 4th 2013 only 45 days after my initial brake repair work while driving on the highway in route home I experienced a rather concerning loud grinding and slippage. Upon reaching my destination I immediately had the car towed to the Pep Boys location where the car was initially serviced for re-inspection of the brakes and the engine, which began to flood while upon ignition. This was a concern because my last oil change was at the time of brake service as well. The next afternoon I received a message from a Pep Boys Rep informing me that nothing was wrong with my vehicle and that the car needed to be jump-started a matter in which I found to be strange. To this date I have not had ANY battery related issues with this vehicle? Upon speaking with an actual rep I insisted that the car be checked again. I was then contacted a 2nd time and informed that nothing was wrong with the vehicle. I then insisted that they check again and it was discovered after driving the vehicle that the brakes did indeed grind and slip as a result of the ABS. Unfortunately at the time Pep Boys did not have the equipment to service. I was given no refund or solution to the problem and invoiced for a new battery totaling $158.35 with installation. Their solution, take the car to the dealer.When I went to pick up the vehicle that evening I was given no definitive answers and was directed to a service associate. The manager was unavailable as well as the individual who did the initial work on 12/21/12. I basically was giving the run around. While leaving I witnessed the manager out back in the parking lot repairing his own person vehicle and blasting the car stereo loudly. As I left to deliver my car to the [redacted] located in the same strip mall as t Pep Boys I discovered that my rear hubcap was missing and had to return again to retrieve it. The car was then delivered to the dealership that evening.On February 6th 2013 the car was serviced by [redacted] who found nothing wrong with the vehicle. A representative there did how ever share that theyve seen cases of Pep Boys making erroneous repairs, fixing the error and then telling the customer that nothing was wrong. Vehicle was picked up that same day.On February 13th 2013 the vehicles brakes began to grind and slip again and was returned to the dealership. Vehicle was inspected and a service technician detected grinding. Their assessment was that the grinding was due to the usage of incompatible aftermarket parts and that the car be reinstalled with original manufacture brake pads and rotors.My experience with Pep Boys service and work was unprofessional, and incompetent. In addition to performing poor quality service and showing poor customer service during my first visit the manager who inappropriately asked me out to dinner. It is the recommendation of the dealer that the car be serviced by [redacted] and refitted with all factory parts. I am requesting a refund of all services performed by Pep Boys.Desired Settlement: Refund and Replacement of parts by Dealer.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated February 28 , 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

[redacted] brought her vehicle in for front and rear brake replacement. Work was performed and battery was recommended, but initially declined.

[redacted] returned due to a concern. No problem was found. [redacted] returned a second time and problem was found with ABS, we Recommended returning to dealer. The Dealer recommends OE replacement of friction and rotors. We offered to replace with OE pads and rotors. [redacted] declined, and wanted to have the work done by dealer. We agreed to give a full refund for brake work upon presentation of installed parts and an invoice from [redacted].

We apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.

Regards,

Review: I got new tires on my car in March 2013. I got the tires that I got specifically because of the rebate advertised. They told me to wait 3-4 weeks to receive the rebate in the mail. I waited, checked the status of my rebate online on the pep boys site and saw that they had denied it after the fact. I contacted pep boys and fixed the problem. They then supposedly sent the rebate again, taking 3-4 more weeks wait. I never received the rebate in the mail. I contacted pep boys another time and made sure they had my correct address. They responded that they will resend and it will arrive in 3-4 more weeks. It has been two months since the last request and I still have not received the rebate. From start to finish, I have been waiting five months to receive this rebate. I don't know what else to do aside from contacting the Revdex.com.Desired Settlement: I would like to receive my rebate. If they want to send the rebate to pep boys site nearby, I would rather go pick it up instead of waiting for it to come in the mail again. That clearly has been a problem for everyone.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **.[redacted] dated September 1, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced with her rebate request.

Our rebate department did send out another gift card on September 16, 2013.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Review: On 7/13/14, I had a fuel pump installed in the gas tank on my vehicle by a local Pep Boys. Pep Boys had to remove my fuel tank to make the repair and then reinstall the fuel tank under my vehicle. Once I got into the vehicle to leave the Pep Boys parking lot, my ABS and 4x4 High dash lights were illuminated. I went back into the store and complained to the service manager and he claimed that Pep Boys did not do anything. I purchased a scan tool that would read ABS codes and found that the errors causing the dash light illumination was related to a Right Rear speed sensor cable input error (shorted or disconnected cable). This Right Rear speed sensor cable runs directly above the fuel tank and I took my vehicle back to Pep Boys. After many hours (approx. 10 hours) of Pep Boys probing numerous wires and the ABS Module, the right rear speed sensor failed and the ABS Module has failed as well. Pep Boys informed that they cannot properly diagnose my vehicle and suggested that I take it to another mechanic shop. I took my vehicle to [redacted] Auto Repair in [redacted], TX and they found that no "ground" signal at the right rear negative connection for the ABS module and that the right rear speed sensor was bad. Both of these issues were due to a short in the right rear speed sensor cables above the gas tank. I informed Pep Boys of the report from [redacted] Auto Repair and then Pep Boys stepped up their lies and wasting of my time.

My Anti-Lock Brakes may or may not be working and my 4x4 functions are not operable at this time.

I have a 29 page letter that I can share with Pep Boys corporate management that details the chronological events, conversations, issues, pictures and my desired outcome. I can either email the 10MB [redacted] document, fax it or I can mail it via USPS.Desired Settlement: After 2 weeks of working with Pep Boys and their continued lies, I will not, under any circumstances, return my vehicle to any Pep Boys facility to allow them to repair it.

The only resolution that I will accept is:

- I will provide Pep Boys with a copy of [redacted] Auto Repair’s findings once the vehicle is repaired.

- I will only submit the charges that [redacted] Auto Repair provides that, in their best expert opinion, is a result of Pep Boys replacing my fuel pump, probing wires, troubleshooting the ABS errors and so forth.

o [redacted] Auto Repair stated that the ABS Module part plus installation will cost approximately $850 or $1000 – depending upon the need to flash the unit before installation.

o The Right Rear Speed Sensor, installation and diagnosis cost me $270.03 already.

- Pep Boys will reimburse me for all the repair charges that are a result of their workmanship in their service department.

- I personally feel that Pep Boys should reimburse me for the $90 diagnosis fee charged on 7/13/14.

- I personally feel that I should be compensated for this frustration by providing some form of a refund/discount of the $783.79 I spent for the repair on 7/13/14.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 5, , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

To further assist [redacted], we will need the Pep Boys location he visited. Once we received the requested location we will than begin our resolution process.

We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because:

I left a vmail with Robin Searl on Friday Aug 22, 2014.

I have attached a document that details the statement of facts, photos, and summary of conversations/committments and etc. The document includes my desired outcome and some other relevant data which should help her with her research.

There are some receipts that I will attempt to attach later this evening.

The store and transaction information is below:

Transaction Information:Date: 7/13/2014Reg: [redacted]Cashier: [redacted]Store: [redacted]Service Work Order: [redacted]

Review: Before services were preformed on my car a deal was offered by an associate Randy that the job came with a $60 rebate, I entered the rebate to the company and was sent a 30 dollar rebate. When I called to report the wrong amount the representative told me I was misinformed. I told her I had a confirmation email from Pep Boys regarding the 60 dollar rebate that was due to me and he'd response was to go to the store. The repairs took place at Pep Boys I'm [redacted] Massachusetts area.Desired Settlement: Payment of promised rebate of 60 dollars

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on August 26, 2014 by [redacted] .

[redacted] was contacted. The service manager Lloyd would like [redacted] to return for a $30.00 refund.

We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I took my car in Saturday December 14th 2013 to see what was wrong with my car. I choose pep boys because they advertise " same day service" . I had an engine problem " timing belt hydrolic tension and bent pistons allegedly ". to this day I have not seen any proof of any of those proble**. anyway it is a couple days shy of two months now that my car has been there. I have not got one call from them to update me about my car. I have called several times just for them to say they are waiting on a part. they have been telling me that for over a month now. then I called last week on thursday jan 30th 2014 and a associate told me my car would be ready by that Saturday. I called back Saturday and they said my car was ready. I bought two plane tickets from florida to go pick my car up just for them to tell me the car was not ready they put it together and something else was wrong and they had to order another part. mind you I had to pay $500 plus for them to do a breakdown of my engine. now I have waisted 400 plus dollars on tickets just to go back without a car. they are very unprofessional and inconsiderate. the day I came to pick the car up I came to make a payment 2500 dollars with a debit card just for them to tell me I cant use a card I have to take the cash off my card even though they say they accept master card. then they said they dont accept partial payments only full payments. they also told me I couldn't make payments over the phone only in person. that is also why I had to fly down there.Desired Settlement: I would like to get a partial complimentary credit or refund on part of the 3100 dollar bill that they change almost every time I call.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on February 12 , 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] received a full refund.

We again apologize as well as thank **.[redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Review: We have had our car here for the SAME issue, a reoccuring flat in the right rear tire probably 7 or 8 times in the last year, including us going back today. They have replaced the tire twice and resealed and inflated the tire, only for us to keep getting a flat a week or two after it being there, and once or twice the flat occured the next day. Finally they told us, after I had asked every time (Are you sure it isnt the rim?) that it was the TP** sensor- then they called back and said, "Actually, it WAS the rim" (this is after my husband drove to the [redacted] store and bought the TP** sensor, so we had to return it). So we left our tire there, [redacted], the service manager said he would order it and it takes 3-5 business days. So it was over a week and I hadnt heard anything, so I called back and they said the rim isnt here yet, I'll call in the morning and then we will call you to let you know the status. Obviously he never called, I had to call, was on hold for 10 minutes (always on hold and sometimes no one ever picks up the phone) and they said "Oh yeah the rim is here, give us a few hours then come get it". So my husband went to pick it up last night, went to put it back on the car and it is the WRONG RIM for the tire. I called back this morning, and [redacted] the manager was very dismissive and said "Oh they should have told you you would need different lug nuts then". So today we find ourselves having to go back again. We have spent a lot of money in gas and hours waiting- the only reason we go back is because we dont have the money to go anywhere else since we have a warranty on that tire there. We do not have a tool if they were to give us new lug nuts, that will fit the new lug nuts, and if they had done the job correctly the first time, the tire would not have been worn down and the rim would not have been bent in the first place.Desired Settlement: I would like them to give us a tool at no charge to change the tire should their only solution be to give us new lugnuts for the rim, since the tool we have fits the lug nuts that go with our car. Ideally, they would give us the correct rim at no charge. I would like a refund for the amount I paid last night when they gave us the wrong rim on the tire. We have spent time and money, I have gotten stuck in the snow with a flat and we have been driving on the donut much longer than we should.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 7, 2014. We would like to apologize to **. [redacted] for inconvenience she may have experienced at our facility.

The store manager has tried to contact **. [redacted], and offer her the tool she is requesting, however **. [redacted] has already been compensated for the inconvenience, this discount was given at the time of the purchase of the wheel.

We ask that **. [redacted] return to our facility for the tool needed.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Review: On June 12 and June 15th I took 3 of my vehicles for oil changes at this location. I had selected the promition they had which included an oil change and a change of the oil filter. Two of my vehicles are used less than once a week and have less than 200 miles since the oil change was supposedly done. I decided to check my oil yesterday after my oil change light turned on my cars and discovered the oil had not been changed, I checked my other two vehicles and found the exact same thing on all of them. They all had [redacted] oil filter that were used before I took my vehicles to this location. They were supposed to be replaced with proline as the receipt states yet that was never done. I feel completely betrayed since I put my trust in this company and feel robbed that they took my money and did no work. I am lucky that this didnt cause any damage to my vehicles but I am still disgusted that there is a company like this who has employees not doing any of the work or any quality control.Desired Settlement: I will like a refund from this company as none of the work was done. At this point I wouldnt feel confident doing any more business with this company nor would I refer any of my friends and family over to them.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 17 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

To further assist [redacted], we will need the Pep Boys location he visited. Once we received the requested location we will than begin our resolution process.

We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Fax: ###-###-####

Review: On November 2, 2013 I had car repairs involving the replacement of a defective turn signal switch; when I received the car back, I was told by the service technician that he had to realign the cover on the bottom of the steering column=I pointed out that it was not right; it was a piece of shiny and sharp edged metal. I immediately wrote to the PepBoys Customer Care requesting this be repaired immediately as it was a health hazard. I have not received any response (I sent a copy of the letter to the local store where the service was done). I was able to locate the protective cover a few days later, and installed it myself (the screws were missing and I had to use my own).Desired Settlement: I was charged the following; evaluation $44.99, flasher $15.99, remove and replace $67.20, and a shop fee of $10.22 for a total of $140.53. I do not think the evaluation was necessary, since I told them specifically it was the flasher (turn signal), they did not complete the install, so should not receive the full replacement amount; since I had to complete the repair=1/2 is $33.60 and no shop fee of $10.22. $43.82+ the evaluation fee of $44.99.

Business

Response:

Dear **. [redacted]:

We are in receipt of the complaint sent to your office **. [redacted] on December 12, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] came in for an electrical diagnosis as her turn signals were not working. After the diagnosis, we suggested to replace the flasher. **. [redacted] was given a quote for total repairs including the diagnosis charge. She approved the repairs. The mechanic that did the repairs does recall that when the vehicle came in there was not a cover and he removed the metal plate to replace the flasher. He also remembered talking with the customer and letting her know that the cover that he removed was not lined up correctly before he took it off and that when he reinstalled the cover he made sure it was aligned correctly.

We apologized to the **. [redacted] for all the confusion and misunderstanding taken place. She felt as if we shouldn't have charged her for an evaluation, after all because she knew what the problem was and didn't think she needed a diagnosis done. I advised [redacted]. [redacted] I would refund her $100 of her $140.53 charge so she only pays $40.53 after all is said and done. **. [redacted] agreed that would more than cover the deduction for not charging for the diagnosis and compensate her fairly for her inconvenience having to spend time on this misunderstanding. We feel **. [redacted] is now happy with the outcome and is aware she will be receiving a refund of $100.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: My car is under extended warranty, warranty is not being honored. Part was replaced, did not fix issue. My car is still at the store, undrivable.

My friend took my car to the service center. I have an extended warranty on the vehicle and the power steering system did not work. She took the car in, per the warranty companies suggestion. My friend asked for the car to be repaired, she is not a professional, she does not know what part or parts failed, she is a consumer, who brought a car in with an extended warranty to have a problem solved, by what we had at that point, considered a professional shop. She was told several different variants of what would happen. The power steering pump was ordered, was defective, and re-ordered. After the power steering pump was replaced, it was determined the rack-and-pinion was faulty as well, both parts are covered under the warranty. She was told that an ASE certified mechanic would be able to repair the vehicle by today, July 4th. The car was originally dropped off at 8am on July 2nd. I spoke to Stephen W[redacted] on July 3rd by phone, and was told that the warranty company would need to authorize any further repairs. I was under the impression that the car would be ready today. I went by in person and spoke to Matthew J[redacted]. Mr. J[redacted] denied knowing anything as my car is sitting in the parking lot and not being repaired,...as my friend and myself was led to believe. Mr. J[redacted] demonstrated extremely poor customer service by asking me to leave when I would not just accept his answers about the procedure. Mr. J[redacted] actually called to the technicians in the bay, and requested for them to come escort me out physically. I never threatened, yelled, cursed or otherwise intimidated Mr. J[redacted]. His unwillingness to work with me to find out what we can do to solve the problem, has only strengthened my conviction to never do business with pep boys again. I dont like being asked to leave and having Mr. J[redacted] threaten me with law enforcement if I refuse to leave, as I had done nothing illegal, or immoral. While I was not completely accepting of Mr. J[redacted]s responses, I was far from threatening or disorderly, I was simply not going to take his answers as the absolute truth when he was unwilling to help me, and asked me to leave when he would not or could not answer even the most elementary of questions pertaining to the car and the repairs. The interesting thing is, Mr. J[redacted] stated his cousin would be coming...his cousin being a law enforcement officer. I must equate his actions to a child throwing a tantrum, and calling in for his big brother when he cant have what he wants. I spoke to Eric Z[redacted] as well, Mr. Z[redacted] was quite the contrary to Mr. J[redacted]. Mr. Z[redacted] looked up the part, something that Mr. J[redacted] refused to do, and told me the part was 3-5 business days away, in the Indiana store. I am completely and absolutely disgusted at the way I was treated in your store today. The lack of leadership is evident, the customer experience is the least of management's concerns. I have an extended warranty, I was told I needed to pay for the parts and labor before I could have my car towed to another, in my opinion, competent shop. Why am I being charged almost $250 for a power steering pump replacement that did not rectify the problem? I have an extended warranty with a $100 deductible...the parts, labor and diagnostic are covered by the warranty. I'm flabbergasted at the inability to diagnose this vehicle with 48 hours at their disposal. Now my vehicle is being held hostage by Mr. J[redacted] and pep boys while I debate this issue. My friend, has two children...and no car....and the part is almost a week away, and I cant move it until I pay for a repair that is covered under a warranty. I must admit, I am going to follow what recourse I have available. Social media can be a powerful thing in this world where everyone is plugged in. I will go to speak to Mr. W[redacted] tomorrow, JulyDesired Settlement: I would like for pep boys to repair the issues on the car, and we should be not be asked to pay the $100 deductible that the warranty company is asking me for, because the car is being withheld unreasonably by demanding we pay the total bill. My car is not being used, and I'm being given excuses that equate to me not having the car while the part is still 3-5 days away. I cant have it towed to a shop who can repair it more quickly while this is ongoing.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office by [redacted] on July 7, 2014, We would like to apologize to [redacted] for inconvenience he may have experienced at our Pep Boys facility.The manager did contact [redacted] personally and the entire situation was a result of mis communications. The car was brought to us originally for a power steering pump replacement on the request of the customer "without" diagnostics. Once the pump was replaced at the customers request, it did not solve the problem. At that point we conducted our own diagnostics and found the rack and pinion was malfunctioning. The part was order over night and replaced the next day. After the test drive, we found the installed rack was defect and another was ordered. All parts have been replaced and the vehicle is now in working order. Due to the holiday (warranty group closed), weekend (warranty group closed) and the overnight shipping of parts, the work could not be completed immediately. The amount of time actually spent on repairs were accurate. [redacted] was only charged a small fee outside the warranty groups payment.

We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns. Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Fax: ###-###-####

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The car was dropped off on Wednesday July, 2nd at around 8:30am, and was not available till the next Wednesday evening. I reject the explanation that it was "miscommunication", it was and still remains bad customer service. I was given multiple different answers to the same question while the care was in the shop. I asked the Assistant Manager why the care was in the parking lot when we were told it would be ready (July 4th). The Assistant Manager said he "was not there" and that he didn't know the story of the car. I proceeded to ask him why the car was not being repaired, he became hostile and contentious. The assistant manager of the service department embarrassed me unnecessarily in front of his co-workers, and fellow customers. This company's response has been very disappointing. I will NEVER visit another Pep Boys again for any reason. I wanted to tow my car to another shop because of the excuses and poor customer service, and I was told I could not take the car until I paid for the repairs..repairs that are covered under warranty (which is found online...and in the car's glove box). My car was being held and caused myself and other parties undue stress because of the week long endeavor it took to have a part replaced. I feel as though Pep Boys had almost 48 hours when the car was dropped off to contact the warranty company (Wednesday July 2nd @8:30am until the close of business on Thursday July 3rd). The service department did a terrible job of time management, and of keeping us informed. I feel like I was mistreated as a customer, and I was blatantly lied to by several people about the car. I also reject the idea that the car was not "diagnosed". The person dropped the car off and said "my power steering is out" I'm very surprised that Pep Boys would replace a part that they didn't check first themselves. I am curious if they even test drove the vehicle, or if they just pulled it in and began changing parts?? I wonder how much more blame game they are willing to play? Everything that was done is covered under the warranty, why would a consumer take a car to a car shop with a warranty, and not leave it in the hands of the "professionals"? Where is the logic in that? I bought an extended warranty to cover repairs and parts, not to take a shot in the dark, instruct the shop what parts to replace WITHOUT their input/advice, and then be without a vehicle for a week..all while still paying for the warranty..I would like Pep Boys to accept their negligence and stop putting the blame on other people, the holidays, the weekend, etc...the warranty company is online...and they were open that Saturday I believe..but they were also available all day Wednesday July 2nd, and also all day Thursday July 3rd...I take it was just convenient that nobody from Pep Boys called in those 48 hours and received the needed information, they certainly were not busy repairing my car obviously.

Review: I took my car into this location this morning to have a diagnostic done on my check engine light. They took 1.5 hours, then told me I needed to replace the emissions canister. The cost of the part, plus labor, was going to total $328.00. I started driving home, and noticed the engine revving at a high level. I took the car to another mechanic for an estimate as well. They hooked it up and told me all I needed was to replace the Purge Control Valve. It took one hour and the total was $200 less than what Pep Boys had quoted me. I think it's completely unethical to charge me for repairs that weren't even needed. I was also told that when Pep Boys had the car, they cracked a hose and were going to charge me for it. They also unhooked a part in order to check something, they neglected to plug it back in, which set off another code and caused the engine to rev so high. I travel a great deal for my job, and don't appreciate this company causing more issues with the car.Desired Settlement: I would like to have the cost of the diagnostic returned since it was completely false and padded. I feel like they need to be more honest and not try to take advantage of people, least of all females. I had to take more time out of my day to have it serviced correctly.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on July 7, 2014, We would like to apologize to [redacted] for inconvenience she may have experienced at our Pep Boys facility.[redacted] was contacted and offered a refund for the diagnostic.We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Fax: ###-###-####

Review: I had to purchase 2 tires because a road hazard, I did have a road hazard warranty, both tires were on the passenger side. upon replacing the tires the auto tech put both new tires on the same side of the car which angered me. So I had two new tires on the passenger side and two old tires on the drivers side.

After complaining this was corrected. I was charged 25.98 to balance the two new tires as well as 26.56 for a new road hazard warranty. This seems like a double dip to me. How can you place new tires on a car w/o balancing them. Then 5.00 to mount the tires. Next I was charged 79.99 for alignment when the advertisement sign pointed towards the interstate indicated 69.99 alignment sale. On top of all this I ask the technician to place a paper mat in my car so they won't put oil over it like the last visit I even ask the manger to make sure they place a paper over my mats not to ruin them he said they would, well after the work was completed I took the oil damaged mat to the manager and reiterated what I had ask him earlier. He Cleaned the Mats!

This visit was a total nightmare. Had I been a male I am sure this scenario who had never happened.Desired Settlement: I think I should be refunded the full alignment and the overcharge of 25.98 to balance my TWO tires. I was initially told they had the same tires on my car in stock. When the car was completed they had the same name brand but two different tires. This was very upsetting . .

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] may 31,, 2013. We would like to apologize to [redacted] any inconvenience she may have experienced at our Pep Boys facility.

In order to further assist [redacted] we will need her to provide us with the location of the Pep Boys she visited. Upon receipt of the requested information, we will begin the resolution process.

Regards,

Customer Service Coordinator

Review: I took my car in and requested to get my front right wheel bearing replaced because it was making a rubbing/screeching noise and I needed an alignment done. I also asked for them to check if there was any damage to the axels while they were working on it. They took the car in their shop, a couple hours later, I received a phone call from pep boys and they said they couldn't fix my car yet because I needed a wheel hub due to excessive damage and they were not able to replace the wheel bearing unless I purchased the hub also. So I agreed to pay for the hub part itself for $200. They had to get the wheel hub from out of town so weren't able to do my car until the next day. While I was on the phone with them, I had asked if they seen any damage to the axels and their response was no, all four axels were fine. So the next day I called to see if my car was done yet, they had finished the wheel bearing and hub but needed to do the alignment still. About an hour later they called that the car was ready. I went to go pick it up and as I drove off there was a different noise coming from the right front tire. This was a popping noise now. I thought maybe it just needed to drive a bit and it would go away but the noise continued. As I drove home, which was about 30 miles away, the alignment was not fixed at all. It was still pulling to the right. My car was basically in the same condition as it was before I took it in to get it fixed. Except now it was making a popping noise on the right front tire, where they fixed the wheel bearing and hub. I called pep boys the next day and told them that my car wasn't aligned and there was a different noise coming from the right front tire. They told me to bring it in and they would take a look at it. I brought it in and left it there, they called me about 2 hours laters stating that there was damage to the right front axel and I needed to replace the part. But before they had told me there was nothing wrong with the axels. They said they were not able to see any damage to the axel until the put the new hub on. They were trying to charge me another $500 to get that fixed. But I refused because I feel that they should have been able to see what was wrong after they took out the original hub. I tried to see if they would fix my car or give me a refund for my money back but they only refunded the alignment money which was about $78. I paid about $500 for the repair services that did not work. They sent me home with my car being in the same condition it was when I took it in. I don't think they test drove it or anything. They didn't call to let us know anything. When I talked to the guy that helped me the second time I took the car in, he said he didn't know how they managed to even do an alignment with my right front tire being in that condition. They also left grease marks all over the right driver side door panel which I have photos of. The interior inside is leather. Overall, I have never been so disappointed with any service. I feel like whoever fixed my car wasn't too sure of it but still did it. I was very unhappy with this, I paid them to fix my car and my car was not even fixed. I just feel that they could have worked with me more in fixing m vehicle than just refunding my alignment money. It was there mistake and they didn't want to own up to it. Also, putting a wheel bearing and hub in a messed up axel will just mess it up more and I don't know if they even repaired the wheel bearing and hub properly. They did show me the old wheel bearing but not the old wheel hub.Desired Settlement: I would like my money refunded for the services that did not get done correctly.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated July 31, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

**. [redacted] returned to our facility with the cv axle and we installed that part at no charge.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,