Pep Boys

Review: I had a terrible experience when I went to Pep Boys [redacted] to get my oil changed and my car inspected. I signed up for the appointment online and I was prompted to call them to verify the appointment. I called and was told that I was all set. Then when I went in there, they had none of my correct information. They took my keys and said there was one person ahead of me. I waited about 20 min and then informed them that I was leaving and asked if they would call when my car was done. They said yes and verified my phone number, which was wrong, I gave them the correct number and left. I called 1hr and 45 min later to ask them if my car was done and the man that answered the phone said that he called me and left a message. I told him that I did not get any message or phone call and he proceeded to swear that he called me. When I asked him what # he called it was the WRONG number, even after I verified it. At this point I was irritated but at least I was going to get my car back. When I got to the shop, my car was still up in the garage and it was obvious that nothing had been done before I called. I paid for the service and was told they were just finishing up...... why would they have "called" me and left a message if the car was not done. Finally I asked them if they had done anything to my car before I called and they fessed up that no they didn't do anything and someone had put in the computer that my car was done when it wasn't. Then when I looked down at my work order sheet none of the information was correct, my name was wrong, my address wasn't even in the [redacted] area. So on top of the service people being incapable and not caring, all of my information was wrong in the computer. The service people were pleasant, however, I do not feel as though I get a thorough inspection or oil change and tire rotation because they were rushing through it trying to get it done before I got there. I am extremely disappointed with the service and I do not suggest anyone go there if you expect anything more than terrible.Desired Settlement: I do no believe that I was given adequate service, nor do I think that the work done on my car was thorough and I would like to be reimbursed because of the terrible service. I have gone to pep boys before and not had this problem, however this is making me reconsider going back.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on October 22, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] returned to our facility, we rechecked her vehicle for the services rendered prior and assured **. [redacted] everything was done, we also gave **. [redacted] a refund $45.00. The Area Director has addressed **. [redacted]'s concerns with all the associates at this location, so this type of service is not repeated.

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,

Review: Took our car to Pep Boys to have a remote start installed. The day after having it installed our car broke down. Took car into Pep boys where we had to wait literally all day [redacted] to find out the ECM was bad to to the remote start being installed. Had to drive it home and then bring the car back to Pep Boys two days later for them to start the process of fixing our car at which time WE DID NOT SIGN ANY PAPERWORK. Pep Boys had our car for over three weeks during the process of ordering a ECM and installing then sending the car to a Mazda dealership to have the ECM programmed. When the service manager finally called me to let me know the car was ready he also informed me that our car had been broken into but he did not know the date of when it had happen and that he had the window replaced and tinted. We picked up our car and seen damages that were done to the inside of our car from the break in as well as damages from the window repair or window tinting person. Within minutes of leaving the Pep Boys parking lot our check engine like came back on, went back to Pep Boys for them to run the codes. Codes said it was the oxygen sensor or catalytic converter. told us to bring the car back when we had a chance so they could fix it. Also found out that the my vehicle was broken into 14 days prior to when the manager informed me about it. So they waited TWO WEEKS before letting us know our car had been broken into. Took our car back a week later to have them fix the problem, they said they will need to order parts and for us to take the car home and bring it back when they had the parts in. Took our car back on 11/16/2013 and had them fix the proble** with the car. I had also asked for the manager to get us ANY and ALL paperwork we had ever signed during this entire process since he said that we should file the damages with our personal insurance. I believe the company is responsible for the damages and stolen property out of my car since I never signed paperwork. Huge headache dealing with Pep Boys.

Product_Or_Service: Remote start installationDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want the damages that were caused from the break in fixed on behalf of the company and I want copies of all paper work that was ever ran over our car.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 1, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The vehicle came in for a remote start, we did damage the computer, which we had to replace and also had to have the vehicle reset at the dealer.

As for the vehicle being broke into, we are not responsible for the vehicles left overnight in our lot.

**. [redacted] was advised to put a claim through his car insurance, but they declined to pay. As customer satisfaction Pep Boys replaced the window and had the window tinted.

Pep Boys will not take responsibility for anything stolen out of the vehicle.

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

Regards,

Customer Service Coordinator

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 did not sign any paper work stating that the Pep Boys Company would not be responsible in the case of a break in when my car was left in their possession for over three weeks. My engine light is still on and has to be taken back yet again for the catalytic converter to be replaced. I should not have to file a claim with my insurance and have to pay an out of pocket deductible for the break in and the damages that were caused while Pep Boys had possion and responsibility for the vehicle. Damages were caused to my door from when the window was replaced and tinted. While I do appreciate the effort of trying to get matters resolved I cannot accept Pep Boys response. I have been dealing with repeating proble** with Pep Boys since September of 2013 and now it's the middle of December and my vehicle is still having issues. I live 45 min away from the nearest location and it has been a complete hassle and waste of my money and time to have to keep going back and forth to the Pep Boys store. I have asked ALL paperwork that I have signed during this whole situation and have only seems one thus far.

Review: I WAS HOSPITALIZED ON OCTOBER 9-10 2012 AFTER BEING A VICTIM OF A HORENDOUS ATTEMPTED MURDER. ALL THE WHILE MY VEHICLWE WAS IN POESSION OF PEP BOYS THEY WERE CONTACTED BY MY PARENTS AND SISTER AND THE DETECTIVE HANDLING MY CASE THE WORK THAT WAS NEEDED TO BE DONE ON MY CAR STILL NEEDED TO BE DONE NO CONTACT WAS EVER FULLY MADE TO LET ANYONE KKNOW THE WORK WAS COMPLETE AND THAT THE CAR WAS READY TO BE PICKED UP OR A PAYMENT PROCESS NEEDED TO BE STARTED INSTEAD MY CAR WAS SHIPPED TO NORTH EAST PARTS OF [redacted] WHERE IT STILL SIT GATHERING DAILY CHARGES FOR STORAGE. AFTER BEING RELEASED FROM THE HOSPITAL I MADE NUMEROUS ATTEMPTS TO REGAIN MY VEHICLE BUT BECAUSE I HAD TO PAY MY MEDICAL BILLS IN THE AMOUNT OF OVER $150,000 PAYING ALMOST $3,000 AGAIN FOR WORK MYSELF AND MY SISTER WHO SPOKE DIRECTLY WITH THE SERVICE MANAGER AND WAS TOLD WAS ONLY GOING TO COST $456.00 PLUS TAX WAS COMPLETELY OUT OF THE QUESTION. I LIVE NOT FAR FROM THE PEP BOYS, I ALSO HAVE A NEIGHBOR WHO LIVES 9 DOORS DOWN FROM ME ALL OF WHICH COULD HAVE BEEN TAKEN INTO ACCOUNT BY PEP BOYS AND THEY COULD HAVE MAILED PAPERS BEFORE THE DEPARTING OF MY CAR OR USED THEIR EMPLOYEE TO OBTAIN CONTACT WITH MYSELF OR MY FAMILY IN ORDER TO RECIEVE THEIR PAYMENT FOR WORK AND RELEASE ME BACK MY PROPERTY. WHEN I BOUGHT MY CAR I PAID $3,000 FOR IT AND IT HAD ONLY 40,000 MILES ON IT TO DO SO AGAIN 5 YEARS LATER WOULD BE OUTRAGIOUS AND IS DOWN RIGHT RIDICULOUS. I WAS THE VICTIM OF A HORRENDOUS CRIME AND ALL I DID WAS RECOVER FROM IT TO WALK BACK INTO ANOTHER HORRENDOUS CRIME AGAIN. BOTH OF WHICH COSTED AND ARE COSTING ME ALOT OF VERY VALUABLE TIME AND EFFORTS NOT TO MENTION I HAVE CLOTHING STILL IN MY VEHICLE FRM MY MOVING FROM MY PREVIOUSLY RENTED APARTMENT AND SCHOOL BOOKS AND BACK PACK I NEED FOR MY CONTINUED EDUCATION AT THE UNIVERSITY OF [redacted]. IVE MADE ATTEMPTS TO TALK TO THE MANAGER OF THE STORE BUT EVERYTIME ITS PURE ATTITUDE AND "HE DOESNT CARE" ABOUT ANYTHING I HAVE TO SAY. I FEEL LIKE THIS WAS ALL A PLOY FOR THEM TO MAKE MONEY ON SELLING MY CAR IN SOME FORM OR FASHION BECAUSE THEY HAD SPOKEN TO THE DETECTIVE WHO IS WORKING MY CASE AND WERE EVEN GIVEN HIS PHONE NUMBER SO THAT THEY COULD CONTACT HIM OR MY FAMILY SINCE THE EVENTS WHERE STILL SO TRAGIC AND UNDER SO MUCH INVESTIGATION.Desired Settlement: ALL I WANT IS MY VEHICLE AND I WILL GLADLY PAY THE $456 PLUS TAX WHICH IS THE SERVICE FEE I WAS QUOTED TO START. I WILL NOT HOWEVER PAY FOR THE IMPROPER STORAGE AND REMOVALE OF MY VEHICLE IT HAS ALREADY COSTED MY ENOUGH TIME AND MONEY NOT TO MENTION I OWN IT I DONT OWE MONEY ON IT I HAD INSURANCE FOR IT I EVEN GOT IT SERVICE AND IT HAS ALMOST BRAND NEW TIRES ON IT. I NEVER HAD TO TAKE MY CAR TO PEP BOYS BUT I DID BECAUSE MY CAR PLAYED A PART IN THE CRIMINAL ACT THAT I SUFFERED FROM AND WAS STOLEN FROM ME SO ONLY BECAUSE IT WAS THE CLOSEST PLACE DID I GO THERE. I HAVE WORKED IN THE AUTOMOTIVE SERVICE INDUSTRY AND I KNOW MANY AUTOMOTIVE SERVICE GARAGES IN THE CITY THAT ARE ACCREDITED BY THE Revdex.com I COULD HAVE GONE THERE BUT BECAUSE I HAD VERY HIGH HOPES MY CAR WOULD BE TAKEN CARE OF AND RETURNED BACK TO ME PROMPTLY I WENT THERE AND I FEEL LIKE IT WAS THE WORST MISTAKE EVER TRUSTING IN SUCH HORRIFIC PEOPLE TO SERVICE ME AND TAKE GOOD CARE OF THEIR WORD

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated April 19, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

Under the circumstances of [redacted] having been hospitalized., we asked that the towing company work with us and return the vehicle to us and also work with us on the cost of the storage. The towing company was willing to work with Pep Boys.

Pep Boys Paid the storage charge and had the vehicle returned.

[redacted] picked his vehicle up on. May 1, 2013.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Review: I was to have four new tires placed on my car, have an oil change and an alignment completed on my car and NOW have multiple p[redacted]lems with my car.

On 8/31/13, I went to Pep Boys for an estimate on the purchase of four new tires, a synthetic high-efficiency oil change, and an alignment on my 2005 Toyota Matrix. I initially spoke with [redacted]. "[redacted]" then referred me to the Service Manager, [redacted]. He was rude and even made a phone call to another business pretending to be a customer to verify that I had truly received a quoted amount for the same services stated above. After the phone call, "[redacted]" offered me four Cooper CS4 [redacted] tires, a standard oil change and an alignment for a little under $700 and I stated that was too high compared to other estimates I had previously received. "[redacted]" then stated that he would add road hazard services and a FREE alignment and stated that he could complete the standard oil change, four new Cooper tires at a cost to me in the amount of $545. After almost three hours at the Pep Boys, I was informed my car had been completed. The actual charge to me was in the amount of $592.09. When I was back in my car and leaving Pep Boys, I looked at the invoice I had been given by [redacted]. I noticed that I had ACTUALLY been charged for the alignment and road hazard service. I went back into Pep Boys and questioned these charges as [redacted] had previously stated they would be added on at NO CHARGE. He was once again EXTREMELY RUDE and stated that the charges had to appear on my invoice so that road hazard services would be acknowledged if needed. While driving back home, approximately 20 miles, my car began making a roaring sound on even the most minute hills and was NOT shifting gears at all! Also, my car was veering to the left continuously and there was constant vibration. When I arrived home I looked at the front and back tires and they ALL were angled, at the base of the tire, extremely outwards passed the side of my car. I had multiple individuals take a look at the tires and also ride with me in my vehicle. ALL individuals stated that even with the few miles we traveled and upon initially looking at my tires, that either NO alignment had been completed and either the wrong size tires had been placed on my car or inaccurately mounted and balanced. ALL individuals whom looked at my tires and rode with me a few miles stated that my car was not safe to drive. I then promptly called Pep Boys a few hours after leaving there on 8/31/13 and spoke with a manger on duty, "[redacted]". She stated that due to safety concerns, I should call and schedule a tow for first thing the next morning, 9/1/13. I scheduled the tow ASAP and on 9/1/13, my car was towed by [redacted] towing around 8:15am on 9/1/13 to Pep Boys. I received a phone call approximately one and a half hours later from [redacted] stating that my car had been put on a lift and the tires were the correct size and had been mounted and balanced correctly and that the alignment had been completed accurately. My neighbors drove me back down to Pep Boys to pick my car up. When we arrived there I went to speak with [redacted] and he AGAIN was very rude and abstruse. My neighbor then came into the garage and questioned [redacted] about the tire not being the correct size tire for my car and he just kept getting more abstruse and rude and refused to listen to anything my neighbor or myself had to say. Since 9/1/13, I have had multiple problems with my car that I had NOT had prior to "supposedly" having services completed at Pep Boys on 8/31/13. I also have multiple individuals to confirm all the issues that they have witnessed by riding in my car. I called Pep Boys 1st thing this morning to speak with [redacted] due to an extreme drop of gas on my gas gauge yesterday. He originally offered to give me a FULL REFUND in the amount of $529.09! After two more calls from & to [redacted], he NOW is refusing a refund until I have had my car serviced elsewhere and a new set of tires installed andDesired Settlement: I am requesting that I receive a full refund, IMMEDIATLEY, on my personal [redacted] in the amount of the original purchase and service costs, in the amount of $592.09, I paid with my personal [redacted] on 8/31/13, payable to Pep Boys in [redacted], MD. Also, due to all the time I have been unable to use my vehicle and multiple trips to Pep Boys and back to my residence, that either [redacted] or another employee [redacted] chooses, come pick up the four Cooper tires I originally purchased from Pep Boys on 8/31/13, at my

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office [redacted] on September 19, 2013. We would like to apologize to [redacted] for inconvenience she may have experienced at our facility.

[redacted] came in and purchased 4 tires and alignment. [redacted] called back and said something was wrong a few days later. We had her car towed in to ensure it was not a safety issue. Service manager personally drove the car along with a technician. The car truly felt fine. She said OK and drove away.

[redacted] called a week or so later saying something was still wrong. We offered her a choice of tires to replace the Cooper Tires. We even offered her Michelin tires at no cost to her. We offered her another alignment .

[redacted] said she did not want Pep Boys working on her car again. We offered her multiple resolutions to no avail. [redacted] was offered a FULL refund and an apology. She called back and said she wanted the refund and she wanted the money put back on her Card NOW. We advised her that we would be more than happy to give the refund as soon as she brought the tires back. [redacted] wants her money back first. This is an Loss Prevention issue and people lose their jobs for doing these things, as it is against company policy.

We apologize for not be able to accommodate [redacted] with new tires and agree to the refund, however we will need the tires returned before a refund is given.

If [redacted] would like to purchase new tires elsewhere and have our facility change the tires, we would agree to the exchange and give a refund.

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

Regards,

Customer Service Coordinator

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]

October 9, 2013

Revdex.com of Metro Washington DC & Eastern Pennsylvania

RE: Complaint #: [redacted]

ATTN: [redacted]

Dear [redacted],

This letter is in reference to the response filed by Pep Boys, which has been assigned the Complaint number of, [redacted]. Due to the significant inaccuracies stated in the response from Pep Boys, I hereby am asking that this case be investigated more thoroughly. Also, the fact that my car has NOT been repaired as of this date and I have continued to experience major and multiple issues/problems with my vehicle since, “supposedly”, Pep Boys performed an alignment, standard oil change, and balancing/installation of the four (4) new Cooper tires that I had purchased there.

The response from Pep Boys, stated that I had not notified them of any issues/problems with my vehicle until several days after I had been at the business. This is completely false and I have numerous witnesses, along with my cell phone records to proof otherwise. I noticed, IMMEDIATELY, upon leaving Pep Boys multiple issues when driving back home, approximately 20 miles away. As soon as I arrived home, I asked several friends and neighbors to take a look at the tires, the height difference in the front, side and rear of my vehicle, along with having them ALL take a ride in my car to see if they noticed any differences since earlier that day or the day before when they had been passengers in my vehicle.

They ALL stated that they were extremely concerned for both myself and my minor child to ride in my vehicle until someone had verified that it was safe to drive. I, IMMEDIATELY, within an hour from leaving Pep Boys, telephoned them to state the concerns that I had with the lack of performance in my car, as well as numerous other friends and neighbors concerns. The individual I had dealt with earlier that day had left, hence I spoke with a “[redacted]” whom informed me to call the Pep Boys road hazard telephone number and schedule a tow back to Pep Boys first thing the next morning. I successfully scheduled a tow for the following morning and once my vehicle was in route to Pep Boys I called and notified them that it was on the way, as instructed to do by “[redacted]”, the previous evening.

Approximately, two hours after my car had left my home, I received a telephone call from the manager of the services department, the same individual whom I had dealt with the previous day when purchasing the tires and services described above. He stated that there was nothing wrong with my car and that it was ready to be picked up. My neighbors, myself and my minor child, immediately drove to Pep Boys, and upon arriving there, the manager very rudely stated, yet again, that there was nothing wrong with my vehicle. I walked back out to where my neighbors’ were waiting and asked that they come in to speak with the manager as well since he treated me so rudely and did NOT want to listen to any of my concerns regarding my vehicle. My neighbor entered the service area where my vehicle was still up on a lift and spoke with the manager and he treated her just as rudely and again denied any problems with my vehicle.

I telephoned the manager of the services department again, approximately two days later, to speak with him about the ongoing problems with my vehicle, that had NOT been there prior to taking my car to Pep Boys. He was extremely rude and just wanted to argue with me on the telephone and I ended the conversation. Prior to ending the conversation the services department manager had offered me a full refund, which I declined. I told him that I just wanted my car to perform as it did prior to bringing it to Pep Boys. After speaking with my father about the situation, his advice was to telephone the services manager back again and request the full refund, as it was evident that NONE of the services I had paid for had been completed. When I called back to Pep Boys, the service manager was abrupt and very non-professional and stated that I would be responsible for returning the four (4) Cooper tires back to Pep Boys before I could receive the full refund. However, as I stated in my initial complaint against Pep Boys, I have absolutely NO desire to speak with anybody at that specific Pep Boys, or have to deal with them in person. I, also, informed the services manager that I had absolutely NO problem returning the four (4) Cooper tires!

I had asked that due to ALL the additional money that this has caused me so far and continues to cost me, plus ALL the inconveniences, that a Pep Boys assistant pick the four (4) Cooper tires up at the place I will be having the repairs made to my vehicle. The problems that I have had to deal with in regards to the services Pep Boys, “allegedly”, performed is astronomical. There is still the unending concern each time I drive my vehicle in regards to how safe it is at this point. I have ONLY driven it very short distances and even then, it performs significantly poorly each time. I HAVE to have this matter resolved immediately before myself, my minor child or any other passengers in my vehicle, are physically harmed due to the detrimental problems I have had to experience for almost a month now.

Also, I have ONLY received one (1) telephone call from Pep Boys, since filing this complaint and the termination of the telephone call with the services manager the last time. I received that one telephone call two (2) weeks ago and it was from, “[redacted]”, the individual that I had spoken to originally, shortly after returning home the day I had the “alleged” services done at Pep Boys. She was as also extremely rude and unprofessional and wanted to argue with me regarding the lack of services and, once again, I had to terminate the telephone call and have NOT heard from anyone at Pep Boys since that evening. During this telephone call I had both my father and oldest son, whom is in his late 20’s, present to verify the entire conversation. In the response from Pep Boys it states that I had been offered an alignment, as well as, four (4) Michelin tires. At NO time have I ever been offered an alignment. The service manager did offer the four (4) New, Michelin tires, but that was the extent of his offer.

Thus, in my original complaint to the Revdex.com I had requested that I receive a FULL refund immediately, along with reimbursement for any additional problems with my vehicle caused by Pep Boys, as well as, the request that a Pep Boys associate be responsible for retrieving the four (4) Cooper tires at the place of business where my vehicle is going to be repaired.

Thank you for your cooperation and assistance regarding this matter. Please feel free to contact me, if you should have any further questions or concerns. My cellular telephone number is listed below. Again, I thank you for your time, cooperation and assistance regarding this matter.

Sincerely,

[redacted]

###-###-####

Business

Response:

Dear **. [redacted],

We are in receipt of the rebuttal sent to your office [redacted].

Again we apologize for not be able to accommodate [redacted] with new tires and agree to the refund, as prior stated in our response, we will need the tires returned before a refund is given.

We feel we have been more than amicable to [redacted]. Our prior response stands firm.

Regards,

Customer Service Coordinator

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:

Review: . I have tried unsuccessfully donating a vehicle (2001 [redacted]) to www.[redacted] but the dealership will not release the vehicle citing payment for repairs are due. I have nothing in writing from the service center, nor has the manager called since my visit to the center one week ago. My assertion is the service center is trying to dispose/use the car for their benefit. I have already purchased a replacement vehicle for my daughter who is a student in the [redacted] School of Dentistry based upon Pep Boys’ assessment.

The chronology of events is below.

Oct 10 - My daughter reported the vehicle had broken down and we had it towed to Pep Boys service center on University Blvd.

Oct 11 - Pep Boys rep Kofi informs that the vehicle has a busted radiator and thermostat which would have to be replaced at a cost of $1159. Kofi further stated that once these repairs were made he could not guarantee there was not a problem with the engine. He stated he would not until the immediate repairs were completed. I informed him that I would call back with my decision on whether to go forward with the repairs.

Oct 13 - Made a decision to not put that much money in a car worth $1500 in trade and purchased another vehicle for my daughter and dropped the vehicle from my insurance coverage.

Oct 15 - My daughter had the tags removed from the vehicle and informed Kofi that I was going to donate the vehicle to the www.[redacted].org. Later that day, my daughter informed me that Kofi had called her and wanted to buy the vehicle for his mother-in-law. He wanted to know our selling price.

Oct 16 - I spoke with Kofi (I live in northern Virginia; the service center is in Maryland ~1 hour drive) to complain about the car now being repairable after I had gone out to purchase another vehicle based upon his assessment to me several days earlier. Kofi explained that it was a good car and he could repair. I questioned how/why he would put $1200 in a car only worth $1500. I informed that had I know it could be repaired for less I would have kept the car. I explained that he would talk with his manager to see if repair bill could be adjusted. I am not sure of the time, but was informed that the manager had agreed to do the repairs and the car would be ready Saturday, Oct 18. I had my daughter return to the tags to the service center. I was willing to pay $800 for the utility vehicle I could use as a local get around car.

Oct 18 - My daughter called to inform me not to come as Kofi had called to say the vehicle would not be ready for pick-up. The radiator and thermostat was replaced, but now there was a problem with the engine.

Oct 21 - I had my daughter retrieve the tags and contacted www.[redacted] to schedule the truck for donation and pick up on Oct 23 and received donation confirmation #[redacted]. I was not willing to put more than $800 in the vehicle and expected the service center to absorb the cost as they had not fixed the vehicle as promised.

Oct 23 - I had my daughter take the title and keys to the Pep Boys so the charity could pick up the vehicle. She called me and Mario (Pep Boys manager) informed that he would not release the vehicle until receiving $942 for repairs. I informed that on Oct 16 Kofi had stated the car could be repaired for a cost of $800. The vehicle had not been repaired and I questioned the quoted change in price. I informed Mario that I did not agree to the amount of charges and would come to see him as I did not fully understand what they were attempting to do. Mario just stated, “just bring manna when you come.”

Oct 29 - Kofi contacted my daughter to inquire what we were going to do with the vehicle. She informed donate it to charity. Kofi asked her, “why don’t we donate to him and he’ll pay half.” My daughter informed me and I told her no.

Nov 5 - Mario contacts my daughter to inquire what we are going to do with the vehicle. She informed him the same that we still were going to donate it to charity. He stated just come in and we could work something out. My daughter informed me and I planned to stop by the service center on Nov 11 when I had to be in D.C. on other business.

Nov 11 - My daughter and I stopped by the service center around 11:45am and asked if Mario or Kofi were around. Neither was, Kofi was off and Mario was away from the shop. I wrote my cell number on Pep Boys card and gave it to the person in charge, asking the Mario call me today or tomorrow as I wanted to resolve this quickly. We had wasted a month and I wanted to close the issue. I instructed my daughter that all communication regarding the vehicle would have to be with me…do not talk with Pep Boys as I felt they were trying to have me sign over a car to them, make repairs with the money they charged me and dispose/use the car for their benefit.

Nov 13 - Kofi called me on my cell at 9:00pm ask what I was going to do with the car and offered to pay half of the repairs if I would sign the car over to him. I stated that would not happen. And at this point, I was going to seek outside assistance to resolve, as I felt they were not dealing in good faith.

Nov 18 - The date of this memo for record and I have not heard from Mario or Pep Boys. I have heard from the charity asking if they should keep the case open or close it.Desired Settlement: Explanation of servies, charges, and release of vehicle to charity....[redacted]..org case #[redacted]

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.

The manager has attempted to contact [redacted] and address his concerns. The vehicle was picked up by [redacted]. [redacted] was given a huge discount and seemed fine with that.

We ask that [redacted] call the store and speak to the manager with any concerns.

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: This facility has the worst customer service and uncertified people around. I spent almost $900 only to have problems. NOT once have they ever called me to inform me about the car being completed or what they were doing. They had the car for week only for me to bring it back the same day because they forgot to adjust the "ebrake"( found out after driving it and feeling how sluggish car was and the smell of burning brake pad but if that didn't tell you the smoke coming from the wheel did) which no one informed me as they needed to fix it. Also was charged for that. Then icing was they broke the lug key to my car. DIDN'T SAY ANYTHING ABOUT IT! Found it tucked away in the glove compartment. Brought it to their attention and I get the same responses" we'll look into it for you" nothing. Call in Oh yeah I'll have it for you tonite. Call in "OH [redacted] has it when he but he left for the night. When he comes in we'll call you". NOTHING. Call in speak with [redacted] " oh I don't have it I have to order it I'll call you" and yet as I write this no response. Over the course of 3 weeks I have dealt with these unqualified NON "ASE certified" kids to perform simple task's. They were quick to swipe my CARD but can't even have the courtesy to call you. Since I dealt with them there has been no communication except for me calling to follow up as to what going on. This is a detestable disgrace to a "rewards member" and loyal customer. I tried to be kind and patient but this is just insulting to me. Don't take business and get your hands tied up in something that you can't fix. These people are NOT ASE certified! They have no common sense nor do they know anything about customer service. We the customers are the ones bringing $$ in so you can keep your doors open. This establishment is a hoax and a scam. They also messed up the side trim to my vehicle which I have been trying to overlook. I will never waste another penny with this DISHONEST, Unprofessional, careless, sad, pathetic excuse for a auto repair facility.Desired Settlement: I would like the lug key that you people broke replaced So I can get on with my life. Also maybe the district manager can run a few courses on how customer service should be maintained at all times. I do this for a living so I would know. You dont have to kiss booty but you have a obligation to a customer to meet their satisfaction and uphold your own name and business reputation. I wish I looked at the reviews earlier with this establishment because I would of taken my business else where.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 15, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

We do apologize for the lack of Customer service **. [redacted] received and the time it took us to get another key for **. [redacted]. If **. [redacted] has not picked up his new key, we ask that he do so at his earliest convenience.

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

Regards,

Customer Service Coordinator

Review: car was serviced on 2/12/13 went in shop for serpentine belt replacement , and at the time pep boys suggested the water pump and thermostat be changed out as well , so we authorized work to be done along with warrantyy.

on 9/22/13 my son noticed coolant leaking from car . we call them and was told they could check car that monday 9/23/13 we took car to them . on tuesday we were told the car was leaking from thermostat and they were going to put a new thermostat housing on car we can pick up wednesday. my husband pick the car up 9/25/13 we drove car one block coolant starting leaking again took car back to them and were then told that it was waterpump and they were going to replace it

we pick the car up 9/26/13 after waterpump was replaced. car starting leaking again on 9/26/13 took it back on friday 9/27/13 tecnician told his boss that we had a radiator crack on the side. manager stated he would replace it but we had to

pay $300 for labor. first issue is the car is a european car and pepboys had a non-certified technician work on car and he destroyed the radiator. call home office they stated they felt the the manager offered a fair solution to problem . we had

a warranty over the coolant system which the radiator is a part of. and I feel they should replace it at no cost to me. also dont feel that the same technician should be working on car .Desired Settlement: radiator should be replaced at no cost to me.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated October 3, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

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

Regards,

Customer Service Coordinator

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 business location is in [redacted], Georgia and they did reimburse my husband $300 for his wage lost from work, however when he went to the store to receive the money the manager stated he did not want to see my husband and sent the assistant manger out to deal with him . the manager of that store is very unprofessional and I cant believe you guys have such a person as a manager at that store. the other thing was this car belong to my son who is a college student, he missed 2 days from school and work because he didnt have a car . when he eventually borrowed my husband car he received a $40 fine on campus for not having a decal. we never received an apology from store manager when the district manager finally determined it was theri fault when they didnt put the proper cap on my son resevoir tank from the first time they fixed it . as of today this car is still running bad, and because they had non certified techician working on it I dont know what other damage they have caused.

Regards,

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted], dated October 3, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experience at our Pep Boys facility.

Below is the explanation of each visit by **. [redacted] at our [redacted] location

Reference **- [redacted] Vehicle came in on 02/12/2013 for a coolant leak diagnostic. Technician diagnosed the coolant reservoir leaking. The customer declined the repair.

Reference [redacted] 02/12/2013. Customer returned the same day and decided to get the repair done. The customer paid $529.33

Reference [redacted] 02/18/2013. Customer returned with the vehicle and now has a leak from the water pump. Customer paid to have the water pump replaced. $496.36

Reference **-[redacted] 09/23/2013. Customer returned 9 months later and has a leak from the thermostat housing. We never replaced this part during initial repair because it was not leaking. We replaced the part as a satisfaction to the customer at a cost to Pep Boys of $337.36

Reference **-[redacted] 09/23/2013. Vehicle returned with the water pump leaking that we replaced in 02/18/2013. The customer had purchased Extended Labor Guarantee so it was replaced at no charge. The extended warranty saved the customer an additional $425.56.

Reference **-[redacted] 09/27/2013 Vehicle returned 4 days later with a leaking radiator. We gave the customer an estimate and all work declined. Customer stated the radiator was not leaking before she brought it to us. We explained that the coolant system in a 1999 BMW 528 was all plastic and the system was starting to deteriorate due to the age of the vehicle. All of the repairs from February 2013 to September 2013 were due to part failure. The customer still insisted we caused the radiator leak so we offered to give the radiator free of charge to keep them as a customer and they pay the labor to install it. The customer declined the offer but stated they would be happy with us giving them the radiator and would have a friend install it. Talked with AD and he approved. Pep Boys cost $170.49

In conclusion,

The repairs to this vehicle were a result of parts failure and in no way were the fault of Pep Boys. We have not installed or fabricated any parts that would cause any damage to a radiator. Any mention of a free service or part were offered as customer satisfaction in hopes of retaining **. and [redacted]. [redacted] as a customer and not because of any allegation by the customer, that we damaged his vehicle. In consideration of all the free repairs and parts Pep Boys is declining the customers request for any warranty on any services or parts the customer has not paid for.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

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 feel they cause the additional damage to my radiator, because the technician broke the coolant resevoir and another one was ordered by pep boys. when the new resevoir came in the technician that replaced it did not

put the proper cap that came in the box with the tank, he put an incorrect cap on the resevoir and thats what caused the additional problems months later.

Regards,

Review: On 3.29.2013 I dropped my car off at pep boys for a oil change. I called pep boys to check to see if my car was done. A lady answered the phone and advised me the oil change was complete but my car wouldn't start. I asked her what she meant and she advised me that she did the oil change but heard a knocking when she pulled my car in and now it will not start. I asked her what she thought the knocking was and she said it might have been timing belt or something with engine. I kept asking her who could tell me what's wrong with my car and I asked to speak to the mechanic and she informed me the mechanics couldn't get on the phone. I kept calling back cause it wasn't making sense to me when I dropped my car off it was running and now you are telling me its not. Finally after 2 hours of stressing I called back and that's when the lady informed me that my timing belt snapped and my engine seized. I asked her if they thought the knocking was the timing belt before they even started the oil change why wouldn't a red flag went off to check the timing belt and call me prior to doing the oil change. the lady that pulled my car in clearly knew it sounded like my timing belt so why would u proceed with oil change and. I asked to speak to a mechanic again and the lady finally put a mechanic on the phone. the mechanic got on the phone and advised me they heard the knocking and was going to tell me my belt needed to be changed, he said they did the oil change and the car started with no problem then they turned the car off to do paper work and when they went back to pull the car out it wouldn't start. he explained to me that its kept spinning. I told him if he thought it was the timing belt when I brought it in they shouldn't have changed the oil and they should have called me. he said it sounded like it was going to snap. if he is a mechanic he should have known if the belt snapped then it could blow my engine. I would have paid for the belt if they told me but now I need a whole new engine.Desired Settlement: place a new engine in my car.. this is very stressful they could have called and told me my timing belt needed to be changed prior to it snapping . the timing belt didn't snap on me it snapped on pep boys. I want them to replace my engine. I am getting an attorney.. I will suit against them..

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 29 , 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

Because the oil change was done with the knocking present, the Area Director approved to replace the engine.

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

Regards,

Customer Service Coordinator

Pep boys forgot to put oil back in my car during an oil change and didn't change the filers and the store employees were very rude and uncompromising

Review: I originally took my 2004 KIA Sedona to this location on 6/5/13 to have an issue with my A/C diagnosed, with the specific instructions that if it was the Compressor (which I told them I suspected)I would just trade the van in due to cost, and not have the work done. They initially did an A/C charge with dye to see if they could expose a leak, stating if I brought it back I would not be charged again for the same service (Charge and dye- $245). Within a week or so it quit working again so I took it back. They said they did not see a leak and recharged the system, put in dye and stop leak again. I got home and realized I had been recharged for the charge and dye. it quit working again, so I took it back, this time they diagnosed the system as needing an evaporator, and charged me $400 plus dollars for the repair, but did refund the second charge for the system leak evaluation. A short time later it quit working again, so I took it back, and the manager said he found a hose that needed replacing, and did the repair for free. Yesterday (8-11-13) it quit working again, so I took it back today. They just called me back and said the compressor was the culprit for a cost of $776.52. I am very upset at the poor service and diagnosis I have received at this location, and feel I am due a refund or repair at their cost, I feel they misdiagnosed several issues along the way trying to find an issue they could not find, at my expense (Over $1000)...this is bad business at best! I had issues with work they did on my truck at the same time, but this is the greater issue. Had they have just told me the compressor was going out to start with, I would not have had any work done on the van and traded it in.Desired Settlement: DesiredSettlementID: Refund

Want a full refund for all the work they did on my vehicle as they tried to diagnose a problem at my expense.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **.[redacted] dated August 12, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] was contacted and offered a new compressor installed at no charge, **. [redacted] accepted. **. [redacted]'s vehicle is finished as of today August 19, 2013.

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

Regards,

Customer Service Coordinator

Review: In fixing a noise issue for my car, Pep Boys incorrectly replaced my struts. Exact issue still remains and I am now told struts weren't my issue.

On June 16, 2014, I took my [redacted] to Pep Boys in hopes of getting rid of a noise issue that was occurring when driving the car. I was charged $968.94 to my [redacted] to replace the struts on the vehicle. Upon driving the car, I realized noise issue still existed and was identical to the sound before the tune-up. Two weeks later I took the car back to see if the issue could be corrected, given that I had paid approximately $1000 to get the car fixed with zero results. After a second check of the car at the same location, I was told that this was not an issue that could be fixed at Pep Boys, rather it was something that only the dealership could address. When asking why there was a different diagnosis the previous time and I paid no have something replaced that made no difference in my issue, the technician told me he didn't see the car at the time of the original repair so he "didn't know what to tell me". He also mentioned that there was no manager there to speak with. While its acceptable that repairs don't always work out as expected, there is zero way that there was not a significant error on the part of Pep Boy's in the original diagnosis. This was also essentially confirmed by the company's own staff.Desired Settlement: A refund of $968.94 to [redacted]

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: ###-###-####

Consumer

Response:

I am rejecting the response because my issue is still outstanding and no contract phone or email was provided for resolving. The Pep Boys location was on [redacted], TN [redacted].

The store id is: [redacted]

The workorder was: [redacted]

Consumer

Response:

Response provides an incorrect account of the events. Service advisor sent [redacted] to the dealer for the same noise that was to be corrected from earlier work performed by Pep Boys. [redacted] was told by Pep Boys that they could not fix the problem that they had attempted to fix earlier via an unnecessary replacement of the struts on the car. It was confirmed by an outside party that this was an unnecessary replacement that was unrelated to the issue with his vehicle. [redacted] has already taken to Pep Boys for a return visit during which he was told they could no longer resolve his issue (after a $1000 bill).

Business

Response:

We requested [redacted] return for us to re-evaluate the issue he is having, before we can resolve this complaint.

Review: I went to Pep Boys to get my bulb replaced on my driver side headlight. Due to lack of professional expertise of the establishment I ended up with following damages incurred to my car.

1) Headlight Assembly (Driver side only): Broken slot which holds the headlight bulb. (Note: Outside portion of the headlight assembly is in perfect shape, it’s just the internal damage which could only be resulted by faulty replacement of the bulb. Car was ‘never’ involved in any sort of major or minor accident)

2) Damaged “Air Cleaner”. The screw holder on “Air Cleaner” is broken which holds the screw which keeps the Air Cleaner attached to car’s chassis. Some other plastic clips are also broken on Air Cleaner. (I already purchased it from Nissan Dealer for $218.45)

3) Electrical Wiring Issues: Excessive force might have caused some loosening of cables, causing erratic grounding issues.

4) Labor cost (Nissan dealership quotes $400, haven’t got it repaired yet)

Detailed Sequence of Events:

1) [Dated: 4/25/2012] Went to see Pep Boys [redacted], GA to get bulb replaced on driver side Headlight. For the uniform luminous intensity, got both the bulbs replaced on both the headlights (driver + passenger side). Total cost incurred to me for $48.54 (parts + labor).

2) [Dated: 7/29/2012] Bulb went off again just in 3 months. Re-visited Pep Boys [redacted], GA. They replaced the bulb for free. (Note: The establishment never mentioned any damage to my headlight assembly after two repairs 4/25, 7/29 -2012)

3) Drove to [redacted] for work. Bulb of driver side headlight went bad again.

4) [Dated: 2/18/2013] Visited Pep Boys [redacted] AZ who told me that as bulb went off after 6 months so Pep Boys won’t be able to replace the bulb for free. Sounded reasonable so I happily agreed to the offered quote of $25.73 (labor + part).

5) [Dated: 2/18/2013] It was an hour before the closing so the master mechanics were gone. Some inexperienced guy (though he was extremely courteous) starting working on my car. I saw him wrestling with ‘Air Cleaner’ and ‘headlight assembly’ to replace the bulb as he did not remove the Air Cleaner which was on the way to reach the headlight bulb. (My suspicion is that headlight assembly’s slot which holds the bulb could have been broken then along with Air Cleaner which was subjected to excessive wrestling. Experienced mechanic would have removed the Air Cleaner first for easy access to headlight.)

6) [Dated: 2/18/2013] The same mechanic told me that slot on headlight assembly is broken by whoever worked on the car before. This was the first time I came to know that Headlight Assembly is damaged. I was shocked. I replied to him that last mechanics who worked on my car were also Pep Boys ([redacted], GA).

7) [Dated: 2/18/2013] That mechanic could not fix the bulb and receptionist told me to visit the establishment in the morning when ‘Master Mechanics’ will be present. (It indicated that person working then on my car lacked experience).

8) [Dated: 2/19/2013] Next day went to Pep Boys, [redacted], AZ again. I spoke to ‘assistant manager’ and explained the situation. I told him that bulb replacement is least of my worries now; please take care of repair of headlight assembly.

9) [Dated: 2/19/2013] ‘Assistant manager’ told me that headlight costs more so they need to contact the [redacted] Pep Boys first before they can repair the headlight assembly. (Assistant Manager wanted Pep Boys [redacted] either to accept the responsibility of damage or to tell him that it was prior damage.) After perusal of my receipts of repair from Pep Boys [redacted] GA, Asst Manager tried contacting Pep Boys [redacted] but he couldn’t speak to any person there.

10) [Dated: 2/19/2013] Assistant manager brings in the Manager. Manager told me that they will repair the bulb for free but not fix the headlight assembly. I told him that to please replace the bulb as far as headlight assembly is concerned; I will take this up with Best Business Bureau. Manager became furious and told me in extremely aggressive tone that he was doing me a favor and now as I’m reporting it to Revdex.com he will not even replace the bulb even for payment. He told the Master Mechanic to put the removed parts of the car in and don’t replace the bulb. I was shocked at this rude behavior!

11) [Dated: 2/19/2013] I went out with master mechanic who was putting everything back in. Moments later Manager reappeared with the bulb (after realizing his un-necessary aggression I guess) and told master mechanic to replace the bulb and told me that I should mention this in my Revdex.com complaint that they replaced the bulb for free. I told him that replacement of bulb is just $25.73 (including part+ labor) so I will be happy to pay for this but my decision of reporting headlight assembly damage to Revdex.com is final unless he resolves it. Despite of my multiple offers to pay them $25.73 for bulb replacement, they rudely denied to accept my payment.

12) [Dated: 2/19/2013] When Master Mechanic was putting everything back in, I noticed that Air Cleaner is wobbling. He went to the passenger’s side and unlocked the support to close the hood of the car. I requested to re-open the hood and asked him why Air Cleaner is wobbling. He tried to tighten the screw but it did not work as screw holder was broken. He looked at me and said to me that it was broken before (prior damage). I asked him then why he tried to tighten it again when I showed him wobbling. Master mechanic had no answer.

13) [Dated: 2/19/2013] I showed the broken Air Cleaner to Manager as well, who did nothing and blamed prior damage.

14) [Dated: 2/19/2013] I left the establishment with wobbling Air Cleaner (not attached to Chassis).

15) [Dated: 2/22/2013] The replaced bulb went bad again after 3-days because of broken headlight assembly.

What could be the cause of damages to my car:

My point of view:

1) Headlight Assembly Damage: Scenario A- The wrestling of less-experience mechanic (dated: 2/18/2013 on site Pep Boys [redacted] AZ) might have broken it… Scenario B- It might have broken by repair guys in Pep Boys [redacted] dated: 4/25/2012 who replaced the bulb but did not report the damage to me. When bulb went bad again, realizing their mistake, they replaced the bulb free of cost, somehow securing it in slot that it lasted ~6 months…. But in both these scenarios Pep Boys ([redacted], GA or [redacted], AZ) is at fault while I’m at receiving end.

2) Air Cleaner: Excessive use of force to change the bulb without removal of air cleaner to facilitate the replacement in recommended way.

3) Electric Wiring: Excessive use of force might have caused some electrical problems (grounding issues).

What management of Pep Boys told me:

The damage might have caused while passing over some ‘bump’ on the road.

Of course, I dismiss their assessment.

Available Documentation:

I have documentation (Bills, Receipts of all the repairs in Pep Boys of [redacted], GA and [redacted], AZ)Desired Settlement: Fair Settlement for Additional Damage (US$1268.45)

1) Cost of “both” Headlight Assemblies (Genuine Nissan part) to be paid. (As one new headlight, other old will bring the ‘resale value’ of car down). (Approx. Cost= $450.00)

2) Air Cleaner Cost ($218.45, It is already purchased by myself from [redacted] in [redacted], AZ)

3) Electrical Wiring (Approx. Dealer repair Cost: $200.00)

4) Labor Cost: $400

(Or: Getting above 1~3 fixed from Nissan Dealership by Pepboys, paying the total cost of labor and parts)

Business

Response:

--------- Forwarded message ----------

From: <[redacted]>

Date: Wed, Apr 17, 2013 at 4:57 PM

Subject: [redacted];

To: [redacted]

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated March 15, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility and to your office for the delay in our response.

A claim has been entered for **. [redacted] and a claims adjuster will inspect the vehicle. Once the vehicle is inspected we will than come to a resolution.

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

Regards,

Customer Service Coordinator

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:

(#A) I cannot accept claims adjuster who is an employee of Pep Boys. On the other hand, I agree to get my vehicle inspected by '3rd part claims adjuster', preferrably from Nissan dealership.

Sir, It's a cut and dry case because:

My complaints had three parts:

1) Light Bulb & Wiring: [Status Now: Fixed] I got it repaired from Nissan Dealership. I can present bills/receipts with time and date info to get "reimbursement".

2) Broken Air Cleaner: [Status Now: Fixed] Purchased from Nissan Dealership which I installed myself. I can present bills to get reimbursement. I will also charge my "labour cost" for 2 hours (Pep Boys, Master Mechanic rate for my 'in-convenience & time'). I still have broken 'air cleaner' at my home which can be shown to 3rd party claims adjuster.

3) Broken Headlight Assembly -Driver Side: [Status Now: NOT Fixed] Its visible from outside. Pep Boys [redacted], AZ have already seen it. If Pep Boys want to get it inspected from 3rd party claim adjuster, I am fine with it. Pep Boys have to get me 'both' headlight assemblies replaced from Nissan Dealership (Labour + parts). Both headlights because of obvious reasons that one old and one new brings the resale value of car down and glow will be un-equal. I can get Pep Boys quote for headlight assembly relpacement including parts an d labour cost

Summarizing: So repair bill/receipts of #(1) and #(2) are already available & no claim is in the air. #(3) is to be done (Part+ labour ; acceptable only @ Nissan Dealership).

(#B) I would expect 'concrete' reply from 'Respected Pep Boys Customer Representative' by providing me address (time & appointment info) of 3rd part claim adjuster. Until the final payments/reimbursements are made to me, I am unable to close the case.

Thanks!

Regards,

Review: On 06/04/2014,I took my 2001 [redacted] into PepBoys to have my rotors replaced. Shortly after the new rotors was installed, I started to notice "Brake Noise" when ever I prepared to stop. On 07/05/2014 I called PepBoys Service Dept. and informed them of my complaint. The service tech I spoke to informed me that the noise I was hearing was typical, it will stop shortly and to bring it in, we will look at it. I took my car in so they could check the brakes. The Service Tech showed me the rotors and informed me they didn't turn the rotors before putting them on and that's what causing the sound. So I asked the Service Tech to fix the problem and he informed me some lubricant will stop the noise. My brakes are still making the same noise.

Product_Or_Service: Replace All Brake Rotors

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I would like my rotors turned by a third party because at this point I have no faith in PepBoys doing the job properly and ever since the Service Tech checked my brakes, my engine been running rough. (Loss in power and using more gas.)

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 8, 2014 by [redacted] We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted and advised to return to our facility and we will do the necessary repairs at no charge. We are waiting for [redacted] to return.

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: Purchased the platinum rotors and brakes from Pep Boys in [redacted] NY. The rotors have a 18 month warranty and the brakes have a 2 year warranty. After driving the car for less then a year and half the brakes and rotors started to show signs of serious wear. I then started to drive the car less and less. I took the car back to pep boys on 8/17/14 to have it looked at. The mechanic at Pep Boys in [redacted] NY stated the rotors and brakes show that they have been defective for at least 6 months. I asked then if they were covered under the warranty, he informed me that I am just out the warranty for the brakes and that I have no warranty left on the rotors. I then asked why they were not covered he stated the since the warranty is expired he could me a give us a small discount to help with the price. I then called the customer service on Monday 8/18/14 to have a manager call me back. They stated that I would be able to get a call back from the district manager in 24-48 hours. Wednesday came and went and still no call back. I called back the Pep Boys customer service on Thursday 8/21/14 and they stated that will escalate the issue and I should get a call back with in 24 hours. Friday passed and nothing was done. I still can't drive my car and I have missed work due to it! I was under advise form a [redacted] authorized mechanic who looked at the car that the brakes and rotors should have lasted at least 2 years if not more. They also informed me that the parts were defective and surprised that I was able to stop at all. The [redacted] mechanic stated the caliper had seized due to the brakes going bad sooner then they should have. He provided me with the exact reason why the caliper seized. To quote him "To allow free rotation of the wheel, a very small air gap must exist between the rotor and brake pad. When the pads on one wheel drag against the rotor, the pad may glaze or the brake assembly temperatures may increase enough to change the coefficient of friction causing the caliper to seize ."

I took my into a Pep Boys to have it looked at in Feb to see what was wrong. The couldn't find anything wrong with it.Desired Settlement: All I want is for them to replace the rotor and brakes with ones that will actually work and not crap out with in a year. I also want the caliper to replaced free of charge due to the brake pads causing it to seize up.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 22 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] returned to our facility and had the parts replaced. We replaced the brake pads and rotors and [redacted] only had to pay for the caliper and labor.

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

Review: My car was towed to PEP Boys and diagnosed with an Fuel Pump issue on 4/7, which was fine. $865.00 later and 4 days I was towed again with a left front. When I was called and told the car was ready I was thrilled 4/11/14. Let me mention this , the car is a 98 [redacted]. Most of the expensive repairs have been done at this shop in the last 9 years. Tires purchased, batteries etc. This car has 60,000 miles on it. My tires have also been purchased here. Anyway as I was leaving it was recommenced to me to buy 2 tires. I said ok, see you in a few weeks. Now also let me mention, I live in a mile long town, we use the car locally.

Well I was back in 48 hours with the left front tire flat 4/15/14.I figured I was having one of those weeks. Now today 4/ 24/ 14 as I was about to get onto the NJ Turnpike , the right front was flat. Is this a coincidence, ??? I dont know, my gut tells me these tires were tampered with.. Also the nerve of them , when one purchases a tire they should have the courtesy of putting it on. The biggest complaint is , I went into my truck to grab a shopping cart that was in the back seat they moved it which as fine but they took a bag of anti freeze, window cleaner & a funnel ... can u believe that?? All ite** I bgt there already ...Desired Settlement: I am not sure how they can help me or make feel any better about their establishment, but something fluky went on with my car. I drive alone with my child , and to stuck in JC underneath the Turnpike scares me ...

Business

Response:

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

office **. [redacted] on April 25, 2014. We would like to apologize to **.

[redacted] for any inconvenience she may have experienced at our facility. To further assist **. [redacted]

we will need the location of the Pep Boys facility she visited. Once we receive

this information, we will than begin our resolution process.

We again apologize as well as thank

**. [redacted] for allowing us the opportunity to address her concerns. Regards,

Customer Service Coordinator

Consumer

Response:

I would like to remove my complaint, I was angry and upset. I would like to withdraw my complaint,

Review: On 12/28/2013 my 2001 [redacted] was taken to pep boys for inspection. it needed breaks and rotors. they were replaced at this location. Since then the breaks have been sticking. My husband was driving it to work Tuesday 1/14 at 8 am and the breaks did not work he had to slam on them several times to get the truck to stop. Tuesday 1.14 at 830 pm I was heading to work on highway [redacted] in [redacted] I was making a right had turn and the breaks again did not work causing me to go into a barrier. causing severe damage to my vehicle. the engine block was pushed in, the rod is broken, the hood doesnt open more than 8 inches. The headlights on the driver side are broken, the bumper is pushed into my driver side tire, my passenger side door does not open. I am in severe neck, back and leg pain. I have sent an email to pep boys. They breaks are either faulty or they were not put on correctly.Desired Settlement: I want them to pay for all damages to my vehicle which it will be totaled the total worth of my truck is $6,100.00. It is not paid off yet. I want them to pay for my missed time of work. My medical bills.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on January 15, 2014.

This case is being handled by our claim department.

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

Regards,

Customer Service Coordinator