Pep Boys

Review: WORSE THAN BEFORE

I took my vehicle to Pep-Boys. My check engine light was on and I needed to resolve the problem, my vehicle is due an emission test by the end of this month. I was told I had low voltage which prevented me from getting the diagnostic test I requested. I was told I had to get a pro-start test first. According to them, the test listed six possibilities. They suggested I start with a new alternator which would cost me nearly $600 (parts and labor). This new alternator came with no guarantee of being the problem, therefore, they would continue to go down the list racking up charges until they resolved the issue.

I declined their service. I told them I would take it back to the dealer. I didn’t have the money to go down a list of probabilities.

When they gave me back my vehicle, all censor lights were now on, it’s leaking oil, and my alternator will no longer hold a charge shutting off every few blocks, now requiring a jump.

While I’m aware the check engine light indicated a problem. Pep-Boys should have been able to identify the problem or give me back my car without making it worse.

I should have gotten my car back the way I took it in. I did not have an oil leak, I did not have a problem with my alternator, nor, did I have a problem with my entire dashboard lighting up.

I feel that Pep-Boys mishandled my vehicle when I declined their

service.....

The location is;

Pep-Boys

[redacted], II. [redacted]Desired Settlement: Unspecified

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.

We performed a charging system diagnostic because the battery, check engine,. It was recommended to replace the alternator first as this was an obvious problem and could cause the other issues if the voltage was not correct.

**. [redacted] declined our recommendations, and she was charged for the charging system diagnostic. **. [redacted] was advised that the alternator must first be replaced, then rechecked for remaining issues. **. [redacted] decided to take the vehicle to the dealer.

We find no wrong doing on behalf of Pep Boys, no refunds or repairs are due.

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

Regards,

Customer Service Coordinator

Review: I took my 2006 Cadillac SRX to Pepboys because the engine light was on. Based on the code read from my vehicle I was informed by [redacted] on 11/18/13 that my car was in need of a tune up or heating coil and the replacement of the 02 sensor. He then informed me that a tune up would resolve the problem my car was having. I asked him to make sure that it was not the hearting coil because I did not want to necessarily pay for any additional costs to repair my vehicle I was reassured that the tune up would take of this. At 6:00 the same day as I was on my way to pick up the vehicle I was contacted by this person and told that the engine like had come on and that my vehicle did indeed need a heating coil. I was upset about the fact that I paid for a tune up when it now appears it wasn't necessary. The deducted the costs of the heating coil and I picked up my care the following day. A week later the engine light came back on and I returned the vehicle on 12/02/13 to pepboys. At that time I was informed that the 02 sensor that they replaced in the initial repair was defective. The sensor was replaced and the vehicle was returned to me that day. Last week I received a call from customer satisfaction survey about the repair and I complained that the engine light came on and they said someone would call me and no one did. A week later the engine light came back on and today 12/16/13 the vehicle was returned to pepboys I spoke [redacted] the new manager and he told me that the reason the o2 sensor is failing is because one of the cadillac coverters is bad and I need to pay 600 to repair.

Product_Or_Service: tune up/replacement of heating coit, 02 sensor

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I believe that has been the problem all along and that I was charged for a tune unnessarily and I want the fees that I paid for a tuneup applied to the repair of the converter. The real problem all along. I was told by [redacted] that he believes my car indeed needed spark plugs and that I would still have to pay for the converter. He said all he could do it take 100 off the bill.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on December 16, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] originally came in on November 18, 2013 because her check engine light was on. [redacted] pulled the code and determined that it was a cylinder 4 misfire. We replaced the plugs and a downstream 02 sensor. After replacing the 02 sensor on the right side of the engine the light came back on while the vehicle was still in the shop. [redacted] then replaced the coil at no charge to the customer as the diagnostic tester still had a cylinder 4 misfire and the customer picked up the vehicle the following day and the engine light was off at this time. On December 16th the customer came back for the engine light on and we diagnosed a defective Catalytic Converter on the left side of the Engine. [redacted] called the customer and received permission to replace the converter. After replacing the left side Catalytic Converter the light was off when the vehicle left our shop on December 16th."

We believe the defective Ignition Coil most likely created a 'rich' running condition ultimately contributing to the Catalytic Converter, O2 Sensor, and Spark Plug failures. There is no way for us to know exactly what caused what without being the initial technician on the job. if a Catalytic Convertor fails, you almost always have to replace the spark plugs, same with an ignition coil. The O2 sensor was also a failure most likely related to the defective Coil and Converter. Also, we did the Ignition Coil at no charge.

We do believe all of these issues should have been caught on the initial diagnostics and presented to **. Nunez. Having said that, a discount for the inconvenience is warranted.

**. [redacted] was offered a $100.00 discount, we feel we have been more than amicable and again apologize for any inconvenience.

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:

Regards,

Review: I took the car with a harmonic balancer problem told them replace the part the car still has same problems they are very un professional the problem is still bad now my belts squeal and water pump is leaking which never had an issue

Product_Or_Service: repair shopDesired Settlement: DesiredSettlementID: Refund

I want to be refunded of $ 627.34 of repairs that they never fixed so I can go to another repair shop to be fixed

Business

Response:

Dear **. [redacted],

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

The area Director has tried to contact **. [redacted]. We ask that **. [redacted] contact him and make arrangements to bring his vehicle in, so we can have the opportunity to address the issue and decide if a refund is warranted.

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

Regards,

Customer Service Coordinator

Review: Originally brought my car in for a radiator replacement. My car was returned to me with a plethora of electrical issues I had not had before.

I took my 2001 [redacted] on 01.04.14 to have the radiator replaced. I was originally quoted $1200 for a diagnostic and repair which I reluctantly agreed to but I needed my car. I was told later that the water pump would need to be replaced for an additional $300. Because I had been quoted a guaranteed price of $1200 I made a complaint. The service manager [redacted] intervened and began working with me. Due to inclement weather causing delays with parts and the additional unexpected repair to the water pump Pep Boys kept my car until 01.13.14.

Upon getting into my car I have discovered several electrical issues that I have never experienced before. Turning on my dash lights causes my trunk to pop, my car alarm goes off sporadically when turning my car on (I have to turn my car off and press the unlock button on my remote which doesn't engage the locks), my driver side window and sunroof no longer work, my interior lights no longer work, my key-less entry no longer works, there is a spoiler icon on my dash, and my side mirrors can no longer be adjusted. Due to the large number of new issues I find myself occasionally failing to include every single one but have done so to the best of my ability. I immediately called and spoke with Gordon before leaving the parking lot of Pep Boys that afternoon. After describing all my new found proble** he stated "it sounds as though it's possessed" and advised me to bring my car back for them to take a look. Because I needed my car to commute to work we agreed that I would return my car the following week.

I returned my car on 01.18.14 still working with [redacted]. I was told they could not determine what the issue was and suggested that I take my car to our local [redacted] dealership for a 2 hour electrical diagnostic equating to $220. [redacted] agreed to cover the cost of the diagnostic from [redacted] as long as they confirmed that Pep Boys caused the issues; otherwise it would be my responsibility. I once again agreed reluctantly convinced that this is no coincidence. [redacted] continued to reschedule my diagnostic several times and during this time I kept [redacted] up to date on all changes because [redacted] was on vacation. After more setbacks from [redacted] I agreed to allow [redacted] to have a mechanic he found from [redacted] SC diagnose my car at the Pep Boys shop.

I dropped my car off again on 02.04.14 for him to review the next day. He too was unable to determine the exact issue with my car and I was then asked by Pep Boys to pay close to $500 to repair issues I had with the car before I ever brought them my car initially (trunk button on door never worked and passenger window had come off the track) in the hopes that this will allow them to determine the real problem. They have justified this by saying they are only requesting that I pay for the parts which I am not interested in doing. To prevent my headlights/dash switch from popping my trunk each time I engage them the mechanics at Pep Boys unplugged my trunk which now prevents me from being able to open my trunk with my key-less remote as I had before.

Once advising that I would not pay to cover unnecessary repairs I was told by [redacted] that he would continue to work on it. It has now been over a month since this all started. I filed a complaint with the Pep Boys corporate [redacted] page on 02.06.14 and received case number: [redacted] but have yet to receive any response or attempt at a justified resolution. My boyfriend requested to speak with the district manager the last time he spoke with [redacted] and was told that the issue would only be returned back to him so there would be no need to speak with him however I have been told that he is at least fully aware of the issue.Desired Settlement: I am seeking a repair of all electrical issues my car experienced after the original repairs Pep Boys did on my car and expect no charge from me being that these are not coincidental. I do not feel it just to hold me financially responsible for mistakes made by their mechanics. The repairs I expect include the following: spoiler icon on dash to be removed properly, key-less remote to both lock and unlock my doors as well as open my trunk, my interior lights to work both when I turn them on and

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on March 6, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**.[redacted]'s vehicle was taken to the [redacted] Dealer .It was confirmed by the Manager [redacted] at the dealer that the vehicle had multiple wiring issues not related to anything done by Pep Boys, however as per agreed, Pep Boys did pay the $ 123.20 for the diagnostic.

Pep Boys will assume no further liability for damages or further costs for this vehicle.

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

Regards,

Customer Service Coordinator

Review: I've been dealing with this headache since 2012, I have dealt with three different Managers since then. I originally took my car into the [redacted] Peep Boys location to get a check engine light serviced because I was do for a yearly car inspection. They suggested a few things and I got it done, my car failed the inspection twice due to them not able to figure out what's wrong with the car. I asked for a refund and they kept begging me to give them a shot to fix the issue. They tried a bunch of things that they swore would fix the issue, none of those things worked. They offered me free work and said for the inconvenience they would get the issue resolved. We'll I've gone back over 27 times due to them switching managers and having to explain my issue, the new manager [redacted] asked me to bring the car in on January 25th to fix my problem, at this point my car was shutting off and stalling on its own. [redacted] said you have a bad water pump that would fix you're issue, but it's gonna coast you $1200. I was pissed off because I've been dealing with Peep boys for over a year, every time I take my car to them I come back with 2 more problems. Just so I could be done with them for good I ended up paying $400. We'll I get my car back and not only did it have the same problem when I brought it in on January but my speedometer was telling me I was doing 80 my turbo boost was saying I'm + 10 and my oil said I was empty. I got out of my car and told [redacted] about it, he tells me what he always tells me, where busy right now bring it during the week. So I brought my car to get a issue resolved and I get it back with the same problem and they added another one. It took me 2months so they could look at my car. Last time on took it in they had my car for 8 hours and didn't look at it. I was upset called [redacted] told him I was on my way and he left. He also instructed them not to look at my car called the police and I'm with my family. BUNCH OF CROOKS AND I WAS EMBARRASSED. THEY MESSED UP MY CAR ON PURPOSE AND STOLE MY MONEY

Product_Or_Service: Repairs

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I want a full refund on everything I paid for. My car was fine since I took it to Pep boys. It's worth less now. I'm not the only one who complains about them. When I was there last time a lady threatened to sue them. Bunch of crooks. I got a ticket because I don't know how fast I'm going and almost got killed cause my car shut off while turning.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 18. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. We replaced a water pump, which would have no affect on the instrutment cluster. **.[redacted]'s rquest is being dened.

**. [redacted] was given several refunds in the past for repairs rendered, no further refunds or repairs are due. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

[To assist us in bringing this matter to a hand 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 they are not pprofessional at all and are lying about past reapirs . I've been dealing with issues with my car for a while now. I originally took my car in for a check engine light. My car was always running fine until I took it to Peep Boys. They where unable to fix my problem and every time I take my car back for a sulotion I get my car back with more problems then what I took it in for. The credits I've gotten in the past was because it was offered by PeepBoys not because I suggested it. There's a reason why they had 3 different Managers at the [redacted] location since my origanial problem. On January 2014 [redacted] the new Manager there begged me to give him a chance to fix the problem that he knew what he was doing. My car was running like crap since my check engie problem, so I gave in and let him try for a solution. he promised me that if I pay 400 it would take care of my problem. I brought my car in because my car was stalling and shutting off. I pick up my car after days of them blowing me off and not only did it have the same problem the car was telling me Im doing 80mph and my foot wasnt even on the gas. 2 Seconds after I got in my car I brought it to Jhons attention and he told me dont worry about it he would take care of it. so not only was my problem not resolved I get my car back with another problem, felt like he did that on purpose. I tried for weeks to get a hold of [redacted] and his area Maneger and [redacted] kept blowing me off. I finally got sick of the [redacted] so I went in the [redacted] location after speaking with [redacted] who said he would wait for me to talk. I show up at the store and not only did [redacted] leave knowing I was coming he instructed his staff to stop work on my car and called the police on me and my family. I called the corprate office to get a hold of his GM and they said [redacted] would call me back. I havent heard from him not once and I was not given his GM contacts information. I feel like I got robbed with out a gun. Evrey one that I know says the same thing evrey time they go there they try to up sell on evrey thing over price things and get the go around on there cars onces the car is being worked on. I tried giving PeepBoys sevral chances to fix my problem and they failed to do so evrey tiime. There has to be a stop put to this, should I contact my lawyer? My car is a mess and its not from norlmal ware and tare because Ive always taken it to them for work to be done. If they dont know what there doing they shouldnt be working on cars. VERY RUDE AND UNPROFESIONAL, at this point I just want a refund because I was told my car would be fixed for $400 and it wasnt. Now [redacted] wants to make it seem like I just went in for a water pump, wich is a lie he said that $400 would take care of my problem. Hes covring up for his mistakes by past mess ups and him not able to live up to his word. ;;

Review: April 11, I had my vehicle towed to Pep Boys on [redacted]. I made the request online and the CSR confirmed and my vehicle was towed. I made sure my vehicle had arrived and asked to be called to see what was the matter. I could not start the car. I had asked that my vehicle be thoroughly checked and a full diagnostic be made. I also made the request in person on Saturday when I went to see if it had been looked at. Later that day, a tech told me that my battery connector cables were loose, alternator belt bad and serpentine belt was bad. I asked if that was it, as I had purchased the vehicle and wanted to ensure it was ok before I changed the title over to myself (**. [redacted] and [redacted] were dealing with my vehicle issue) . Sunday my husband and I went to pick up the vehicle. I was told it still parked in the bay and they would bring it out front. It was driven out front and my son and I entered the vehicle. I could barely turn the wheel and had to stop. My husband popped the hood and the serpentine belt was hanging down by the ground. [redacted] (another pep boys employee) came out and checked it. He said we needed a tensioner? I asked why did they not know about putting one on, he did not know. **. [redacted] told me a new guy had worked on my vehicle, and I had to leave it until Monday. I was upset and then **. [redacted] apologized. I was told they would pay for the part (I should have had) and I would pay the labor. Monday it was repaired and I was driving to school and there was a stalling and I saw a leak. I went to a [redacted] and got a oil change (I thought this was it). They found oil leak, transmissison leak, and a power steering leak. Why did not Pep Boys find this first? I asked twice for my vehicle to be fully checked and a diagnostic. I have to now take it somewhere else to get this fixed. this has caused me a lot of time loss.Desired Settlement: I would like a refund of the labor for both the first and second service ($200 and tax). I won't ask for the parts, as I needed them anyway. But I want to be compensated for my time. I will not return to Pep Boys for auto repair in the future. I did not get everything I asked for, or the leaks would have been found. I have two home schooled sons with GCA. This is a critical time of the year and I needed my vehicle to be in working order so I can take them back and forth for the next two weeks April 21st thru May 3rd for CRCT (state) testing. I depended on the Pep Boys brand to take care of me as I had been with parts and shopping in the past. I understand there was the Master's in town and new employees at the location. I also know that time and care should be taken care of regardless. If they had technicians there, they should be certifiable and ready to do the job right, the first time. I or my children could have been hurt.

Business

Response:

Dear **. [redacted],

We are in receipt of the

complaint sent to your office by **. [redacted] on April 29. 2014, We would

like to apologize to **. [redacted] for inconvenience she may have experienced at

our Pep Boys facility. On April 11, 2014 **. [redacted] had her 2000 dodge caravan

towed in for a no crank condition. we performed a charging system test and found

loose connections at the battery. these were repaired at no charge. the courtesy

vehicle inspection showed a cracked serpentine belt and wipers that were

skipping. these were recommended and approved by **. [redacted]. **. [redacted] received

$20.00 off on her tow for being a rewards card member and 10% off

coupon. After **. [redacted] picked up

the vehicle the belt had slipped off. a second technician examined the vehicle

and determined the belt tensioner was not holding proper tension. We apologized

to [redacted] for us having missed that in the original inspection. **. [redacted]

agreed to have the tensioner replaced, and we agreed to no charge the part and

just have **. [redacted] pay for the labor, with another 10% coupon.

After completion of the work **

[redacted] said she was completely satisfied. we did not know of any other issues

until this complaint was filed. We

would like the opportunity to address **. [redacted]'s concerns and come to an

amicable resolution. We ask that **. [redacted] contact [redacted] at this

location. We again apologize as well

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

concerns. Regards, [redacted] 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 asked several times in person and by phone to check everything on my vehicle. I thought everything was done and checked. I even explained why as I was going to take the vehicle back to the dealer.Regards,[redacted]

Review: My history with pep boys.On May 9,2014 at 6:08pm, I took my [redacted] 4Matic wagon to Pep Boys ([redacted]., FL, manager: [redacted]; mechanic: [redacted]) for an oil change, I paid a total amount of $103.56, after I got out of the shop I made one last stop and then went to my house. The next day May 10, I turned on my car and waited for it to warm up a little but after a few minutes I realize that the suspension warning light in the panel didnt turned off advising that the car was too low something that wasnt normal, so I proceeded to check the car around and I noticed that the suspensions were making the noise of the suspensions but the car didnt go up, Immediately I proceeded to call the Pep Boys shop and spoke with the manager [redacted] and explained to him the problem with the suspensions, he indicated me to bring the car back to the shop for a checkup, I had some previous compromises so I couldnt take the car the same day which I indicate to him, that day I had to use my other car. I asked my supervisor for an afternoon off so I could take my car to the shop but if I need a day off I had to ask for it with more than a week of anticipation. On May 21 I had my afternoon off so I went and took my car to the shop (I called the same week to notify the day that I was going). When I got there around 5:20pm [redacted] was the employee that attend me, [redacted] was the mechanic that check my car, I waited for almost 3 hours, after all that waiting **. [redacted] handed me some papers, like an invoice or diagnostic, and he told me that they didnt find anything wrong with the suspensions or further, that I had to take my car to the [redacted] dealer, I told him and quote how is it possible that I have been waiting three hours and you hand me the car the same way it got here and you dont have any explanation for why the suspension system is not responding, I also told him that I was going to speak with my lawyer and I was going to make a complaint to the Pep Boys customer service, he told me that they didnt have any qualified technicians or mechanics that work with [redacted] cars, I told my that then why did they take [redacted] if they didnt had anyone qualified for that type of cars, he did not answer my question so I asked to speak with the manager, he told me that the manager had already left and he said to me and I quote do what you got to do, so I left the establishment. During the following week I searched through the internet for information about anything referring to [redacted] suspensions, complaints made of past customers about Pep Boys, I also speak with my lawyer seeking for orientation. Before I proceed with any legal actions I made a complaint with Pep Boys customer service to give the company the opportunity to respond for the damage of my car, the complaint was made on June 2nd by phone at 1:30 pm, my case number is [redacted]. The next day, Tuesday May 3rd at 4::17 I received a call from an employee called [redacted] of Pep Boys of [redacted], he talked Spanish so he was translating from the manager to me and vice versa, he called to let me know that they had the complaint and that they were willing to make themselves responsible for any damage caused to my car, he also told me to take my car to the [redacted] dealer shop for them to make a diagnostic and they were going to cover everything or so they said. I accepted and proceeded to make an appointment with [redacted] of [redacted], located in the [redacted]., there I spoke with [redacted] and he told me that Pep Boys needed to send them written evidence that they were going to cover the expenses, immediately I called Pep Boys and spoke with [redacted] the employee and explained to him what **. [redacted] told him, he then said to me that the manager wasnt in the store so as soon as he got there he was going to let him know. He never called back so I called the next day ad speak with an employee that notify me that [redacted] wasnt in the store that his shiDesired Settlement: DesiredSettlementID: Other (requires explanation)

This is UNACCEPTABLE under any terms of your establishment! Due to the incompetency and lack of training and experience of your mechanics mi car has got out of your work shop with a problem that it didnt had before, this kind of error is going to cost many dollars in repairs and above that, many personal problems because my wife needs a car so she can take the children to school, go to appointments, etc.The first step is to take the car to the M

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 he may have experienced at our Pep Boys

facility. [redacted] came to our facility on May 9, 2014, for a synthetic oil change. Two

weeks later [redacted] returned with a light on the dash. We advised him that

this is a sensor and has nothing to do with an oil change. [redacted] than put in a complaint and the service

manager advised [redacted] to take his vehicle to the dealer for a second

opinion and if the dealer states that the sensor is bad due to the oil change

than we would enter a claim. [redacted] has not returned with that

documentation.We again apologize as

well as thank [redacted] or allowing us the opportunity to address his

concerns. Regards, [redacted] Customer Service Coordinator

Review: I purchase a [redacted] mini bike from Pep Boys and the product malfunction within two days of purchase. Pep Boys will not refund my money back and it has been a month. I have made several attempts to return the product but it has been unsuccessful.Desired Settlement: I am requesting a full refund of $278.24.

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 he may have experienced at our Pep Boys

facility. **.

[redacted] received a refund on June 19, 2014We again apologize as well as

thank **. [redacted] or allowing us the opportunity to address his

concerns. Regards, [redacted] Customer Service Coordinator

Review: I recently had my 16 year old daughter schedule an appointment for an oil change with Pep Boy's ([redacted], GA, [redacted]) . After being at the store for 1.5 hours I was called and told that the drain plug on her oil pan was stripped out upon arrival and that when they put it back in they could not get it out again. The only solution offered to me was for myself to call an [redacted] dealer (since a new oil pan could only be purchased through the dealer), purchase the new oil pan and have it sent to their store. They would then put it on for roughly $200. I asked if the could re-tap the drain plug for a larger bolt and was told that her oil pan was a kind that you could not do so on. I then decided to have my wife leave work to pick up my children from the store and had the car towed to my home. I was able to purchase a new oil pan from [redacted] for $130 and also found out that the oil pan that was stripped could indeed be re-threaded for a larger bolt but at that point I decided to have the new oil pan put on in order to have a mechanic inspect the damaged pan to determine who was responsible. After having it inspected the plug was so damaged that the pan would not hold any fluid and was then determined that had it been that way upon her arrival to the store it would not have had any oil in it by the time she made it to the store and would have blown up.

This oil changed has cost me $450 (aside from the normal $25 to have oil change) for something that was caused by the technician at this store. I feel that I should be reimbursed for the additional costs and still have the damaged pan if someone would like to look at it.Desired Settlement: reimbursement

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 24, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.The Area Director and service manager would like to work with **. [redacted]. We ask that **. [redacted] contact the store and make arrangements to return with his vehicle for repair.

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

Regards,

Customer Service Coordinator

Review: I brought my car in for repairs that were estimated at $145. The cost after repairs became $3200. The engine broke after the new part was installed and so they suggest I get a new engine. Pep boys got a used engine with 90k miles on it as the previous engine that broke had over 200k on it. The repairs took over a month and after receiving the car it was stalling once you hit the brake. I returned the car to have them figure out what was going on and they cannot. I took the car from them after the replaced a part they suspect. The car is still stalling. I reported this to the Pep boy’s customer service and I am waiting on a response.Desired Settlement: I need the car repaired at pep boys or give me the opportunity to take it to a [redacted] dealer to get if fixed. I have taken the cost of transportation for a month while the car was in the shop. I will need transportation if the car will take more than a day to be repaired.

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.

At this time we are replacing the engine and the Area director is working with [redacted] with compensation.

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 STILL WAITING ON SOMEOTO CALL ME AS THE ENGINE IS STILL NOT WORKING PROPERLT-"STILL STALLING"-IDLE BAD WITH TAPPING IN THE ENGINE-I AM REQUESTING SOMEONE THAT CAN MAKE AN APPOINTMENT FOR ME TO BRING THE CAR IN FOR THEM TO LISTEN TO AND DRIVE THE CAR. THE CAR RUNS HORRIBLE. IF I HAVE A REPLACEMENT ENGINE THIS SHOULD NOT BE OUR CONVERSATION AT THIS TIME.

HELP, PLEASE , IF SOMEONE IS LISTENING-THIS IS GOING ON SINCE JUNE 2014

Business

Response:

Dear [redacted],

We are in receipt of the rebuttal sent to your office on August 5, 2014 by [redacted].

[redacted] will be contacted by the service manager, he will assist [redacted] with a resolution. If [redacted] is not contacted with in the next 24 hours of this response, we ask that he contact the Service manager..

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

I ordered 4 wheel covers, 15" to fit my wheels.
One wheel cover cracked when I installed as directed using a rubber mallet. A second wheel cover came damaged and dirty. When the second delivery of the final two wheel covers arrived I did not open and returned.
I explained the situation in an Email and phone conversation to Pep Boys.
Today received reimbursement for $20.11 of $41.83 paid.
So I am being charged for the two wheel covers--one that arrive damaged and the other constructed poorly.

Review: I went to Pep Boys on 6/20/13 and bought a battery, the servics manager installed the battery. After the battery was installed and we started up my 2003 Yukon Denali it was still cutting off and I was told that I needed an alternator. I left my 2003 Yukon Denali at Pep Boys overnight and returned the next morning to get my truck fixed. I was told that they were gonna do a diagnostic test to make sure it was the altenator and they were going to replace the altenator. I was entered into the system at 8:43am and was given a work order service number 2084795, I was not called when the work on my 2003 Yukon Denali was complete. I returned to Pep Boys at 1:40pm and my 2003 Yukon Denali was sitting out front. I went into the service station and was told by the manager that my altenator was replaced and I need another piece called a SCV REC Flange Gasket that only the dealer could fix but my 2003 Yukon Denali was running fine. Upon leaving Pep Boys my 2003 Yukon Denali cut off again. The service manager told me to let it run for a minute and it would be fine. I drove it down US Highway [redacted] towards the [redacted] Buick GMC Dealership, while driving my truck cut off every time I stepped on the breaks. When I finally mad it to the dealership I was told by the mechanic to leave it there so they could run the diagnostic test that Pep Boys never did in the morning. On 6/21/13 at 11:10am I was contacted by [redacted] (contact number [redacted]) a Service Advisor at the dealership that I had a warning display when my 2003 yukon denali was started the said battery not charging. I never seen this warning before and shouldn't have that warning since I just bought a new battery from Pep Boys the day before. Pep Boys replaced the alternator on my 2003 Yukon Denali and that was not the problem/reason why my truck kepy cutting off.Desired Settlement: I want my money refunded back to me for the battery $128.25 and the alternator(I did not need) and the labor fee of $348.83 for a total of $477.08.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by **. [redacted] dated June 21, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] states that she initially spoke with [redacted], for help installing a battery. Although it was after working hours, **. [redacted] states [redacted] went out of his way to personally install the battery.

After the battery was installed **. [redacted] found her vehicle still stalling out. She quickly came back to the store and asked [redacted] her to leave the car over night and evaluate in the morning.

The [redacted] discovered the alternator was bad after performing a charging evaluation. **. [redacted] was advised and approved the repair.

After **. [redacted] picked up her vehicle , she still had a stalling issue. At this time **. [redacted] decided to take her vehicle to the dealer, they informed her that the fuel system needed treatment in order for the vehicle to operate properly and nothing was found wrong with the alternator.

**. [redacted] believes she was misinformed, therefore, a refund will be issued.

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

Regards,

Customer Service Coordinator

Review: This complaint originally started when I purchased a set of 4 Cooper CS4 tires from the Pep Boys location at [redacted], [redacted] in August or September of 2012. Since this location wasn't in the dropdown on the previous page, I couldn't select it. The 2010 Ford Focus I had the tires put on had 40,000 miles on it when I purchased the new tires. Prior to that, I never had any problems with vibration. As soon as I pulled the car off the Pep Boys lot, I noticed a vibration. This got worse as I got on the Interstate headed home. As soon as I got home I called the Pep Boys service center and told them I had a problem with the new tires, so we set up an appointment the next day for me to bring the car back in. The next day, they look at the tires and tell me everything is fine and that I am probably just feeling a vibration from the road, not the tires.

So, I take them for their word, but after 9 months and 20,000 miles on the tires, the vibration is getting worse. I have taken the car back to Pep Boys every 5,000 miles and told them I was still having the issue and every time they would tell me the tires were fine. Finally a couple weeks ago I took the car to another tire repair center and had them check the balance, tires, and alignment. The balance of the tires was off, around 1 oz per tire. Also the technician noticed a "hop" in the tires, which he told me indicates that the tires are out of round. The alignment checked out fine and no issues were found with wheel bearings or anything else that would be causing a vibration, other than the out of round tires.

With my new information, I decided to notify Pep Boys corporate of the way I was treated at the [redacted] Pep Boys service center and how I didn't trust them to work on my car anymore since they were obviously misleading me for the last 9 months. I have to assume they either knew there was something wrong with the tires and didn't want to admit to it, or they are just incompetent as a service center.

The person I spoke with at Pep Boys Corporate asked what I would like to be done and I told them I would prefer to get my money back, or at least get a different set of tires that were a better brand such as Michelin. They told me they would notify the store manager and they would call me in 48 hours. After waiting 48 I received no call, so I called Corporate back. They escalated the case to the District Manager of Pep Boys and told me to expect a call within 48 hours. Again, no phone call, so I called again. This time they escalated it to the Vice President of Pep Boys and again I was told to expect a call in 48 hours. Once again, no call. I called Corporate back again and they said they could send the VP an urgent email and he should call me immediately or at least by the end of the day. It has now been 4 days since I last talked to anyone at Corporate. I understand that this last called happened on July 3, which means they the VP could have been on vacation. But I should have at least heard from someone at Pep Boys, the store manager, district manager since I have been trying to get someone for the last 2 weeks.Desired Settlement: Since the company obviously doesn't care about it customers, at this point I would like a full refund. I was going to consider just having them replace the tires, but I really don't want to do business with a company that can't even call a customer back or care to fix an issue that is covered under a manufacturer's warranty.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 07, 2013,

**. [redacted] purchased a new set of Michelin tires and we refunded his previous tires.

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

Regards,

Customer Service Coordinator

Review: I went into the shop to get my rear passenger window fixed. The wearing had been torn and was completely destroyed. It costed me $349.28, a fair price. When I went back to retrieve my car it seemed louder then usual. I, knowing next to nothing about cars, assumed nothing of it until a few days later when I realized that the noise was coming from a leak in the muffler right below my rear passenger window. It was not like this when I brought the car in to remind you. I assumed that the leak happened during the repair and called the service desk to tell them that. When I called and told them the story the lady operating the phone didn't want to hear me out. Saying that the two were non-related I find this hard to believe considering the issue did not exist when I went to the shop. Now what am I supposed to do? Pay another 200-300 dollars to have something fixed that was broken during my last repair? Its as ridiculous if you asked me to fix the keyboard of a laptop and I smashed the screen and still expect to be paid for both jobs. I also understand that what ever happened to my muffler was not done in malcontent, but it is not fair practice to hold the customer accountable for this.Desired Settlement: I want them to pay for the damages they did to my car. I will go to some other repair service and I want the company to cover that cost.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on August 3, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility, and to your office for the delay in our response.

[redacted] was contacted by the Service Manager, who advised [redacted] that he reviewed the CCTV and there was nothing we did that would have caused the exhaust leak. [redacted] did agree that the system was totted and needed replacement.

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: Took My car to get it serviced. 5 days later I went to pick up the car upon receiving noticed that the car was ready. As I checked out I went straight to my car. Immediately getting in the car the car did not crank the first four times. I went inside the store in tried to let the manager Know what was going on and he responded with "It cranks for sure, it cranks for sure", not evening admiring the fact that I just came from the car. I said im calling my bank and getting a chargeback for these poor services. I then was told "Call who you want to call". I was eventually able to get my car to crank enough to drive off the lot to arrive at my house. The next morning my car wouldnt crank at all. It hasnt even been 24 hours since I was told my car was ready. Im out 800 dollars. After noticing my car did not start this morning I called Pep Boys and was told to get it told back there. I do not have the funds to get it towed back to them nor do I want to.Desired Settlement: FULL REFUND AND/OR CAR REPAIRED CORRECTLY

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to your office by [redacted] dated March 10, 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

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

Regards,

Customer Service Coordinator

Review: I took my car there @ weeks ago for inspection, tech said it needed a exhaust hanger to pass. I fixed the exhaust hanger waited the 3 days for cars computer to clear and took it back. the tech now insisted it needed motor mounts and a break line and it was going to cost 700 dollars. didnt hear from them for 2 days, so I called and was told tech had wrong motor mount and had to order one from factory, and its was now going to cost 860. 3 days pass and noone calls, so I call again and am now told that motor mount was wrong and they have to order a frame bracket from dealer and someone will call me next to day to update. well its 2 days later, today, and ive heard nothing! also after first contact I asked to see the, bad, parts and then I got the run around! please help!Desired Settlement: I still dont have my car and I want it back, fixed correctly,and I want some sort of refund, because this is absolutely ridiculous!

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 26 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

When [redacted] work order was written up, our system showed we carried the part needed for the repair, but it turned out it was a dealer only part. Because this caused a delay in repair, we did not charge [redacted] any additional cost for the dealer part.

We 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: We initially noticed a change in our coolant color and had our car pulled to the Pep Boys shop at [redacted]. They diagnosed the problem and told us that we had motor oil mixed with coolant and as a result we would need to rebuild our engine and the technicians were very sure that this was the cause of the problem and assured us that once we had the engine replaced, the problem would be fixed. So we spent a couple thousand dollars replacing the engine and waited around 10 days for them to finish the work. Only 5 days after we got our car back, we saw the same problem and what is worse, the transmission gear wouldn't shift properly. Today, we were told that the transmission cooler was bad and the change in coolant color was due to the mix of trans fluid and we need to spend another $1000!! We had no problem with transmission when we sent our car to the shop. They either make the wrong diagnosis at the first place and told us to replace the engine which is not the root cause of this problem or they mistakenly mess up our transmission system during the repair. We are extremely disappointed at the the service and the customer service and will recommend our friend not to get their car serviced at pep boys.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Get our car fixed or get refund.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 24 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] brought his vehicle to Pep Boys it had multiple problems. we replaced the engine because it had dead cylinder and causing the coolant to boil over and mix with the engine oil. After the engine was replaced the vehicle was test driven and performed perfectly.

As [redacted] stated the coolant once again looked wrong in color and the system was flushed until clear.

When [redacted] returned we discovered that the transmission cooler was leaking transmission fluid into the coolant causing the discoloration of the coolant. This is a separate issue with the engine.

[redacted] was advised that the issue he is now having has nothing to do with the repairs performed by Pep Boys, and was advise that he would need to take his vehicle to a transmission shop. [redacted] agreed and towed his vehicle from Pep Boys.

We feel we have been more than amicable to [redacted] and no repairs or refund are due.

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

Regards,

Customer Service Coordinator

Review: I took my trailbalzer in and it had a balance issue, so they added a wieght to it. then before I even get out the driveway, I hear a loud noise coming from the tires, I turn around and they fix it, the wieght was to low. then I take it to them a second time because I hear a noise from the engine. I get it diagnosed and they say its my water pump, I was shocked seeing as we got a new one year and a half ago from them. so we were confused but said oh well and said we would be back the next day to fix it. the prblem gets worse because they gave me an estimate and said that the bearings have play and need to be replaced. when we leave the car water pump breaks before we could get home, which was only a few miles away. I wish they could have said something like we dont reccomend you drive your car, but they said nothing of the sort. seeing how we got there and complained about a sound and leave with a busted water pump. I had a water pump break on me a year and a half ago, I know what it sounds like when it gets to the point were its going to break. I had no symptoms of it breaking as fast as it did. no noise just breaks on me. the noise it previously had was so minor I had raise my windows up to hear if it was coming from my car. it should of smoked and made a very loud grinding noise if it was a a problem from wear and tear from driving it. so I asked myself, what are the odds that my water pump breaks 10 minutes after leaving pep boys and its not the first time that I had problems with this car before leaving pep boys. blaine the manager said that he would be there when I return and he was not, and the next day I got there at 8 and he said he looked at the camera and he didnt see anyone mess with the belt. the mechanic said he told the manager that the car had bad bearings on iteven though it says PLAY on it. I am explaining to the manger about how they just put a vague description of a serious problem. if it was that bad they should have told me. I had my fiance and son in the car also when it stalled on us, so of course I was upset. then I get it fixed and it cost me more than the quote on the invoice because I needed a new belt, even though they saw the belt was ripped to shreds, after they are hours into fixing my car they call and say the belt is 70 dollars. I felt like they were taking advantage of my situation and sensed the desperation of my situation. then I take it to a new place and they say I have no oil in the car. I just left pep boys a week ago and they said they checked my fuels in my car. I have no leaks what so ever, so they were obviuosly lying to me. so with that being said it caused more damage to my car which cost me 620 to fix!Desired Settlement: sense the manager was in the wrong and I had to pay more in the end because of them lying to me about checking my car, I would like a full refund and a apology from the manager.

Business

Response:

Dear [redacted],

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

[redacted] came in to our facility for a noise under the hood, we inspected the vehicle, and found water pump/fan assembly has bearing play and bearing making noise. We recommended replacing the water pump, [redacted] declined, he was at that time advised not to drive the vehicle. [redacted] choose to leave with his vehicle.

The same day the vehicle was towed back to our facility for the water pump replacement.

[redacted] was given an estimate for the repair, which he signed, before any work was performed.

We find no wrong doing on behalf of Pep Boys and no refunds are due.

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

Regards,

Customer Service Coordinator

Review: I placed an order for a radiator with Pep Boys online on 4/5/14 . The money was taken out of my account but the order did not go through. I called on 4/6/14 to ask about the order and was told there is a glitch in the system. I was also told that the billing department was closed and that the woman I spoke with would put in an emergency order. She also told me that I could call my bank and tell them to release the funds because the order did not go through. My bank said that Pep Boys would have to release the funds. It is now 4/9/14 and the money has still not been released. I was given a complaint number, [redacted]. I need and want my money.Desired Settlement: I would like to have the money put back in my bank account.

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office **. [redacted] on April 11, 2014. We apologize for the inconvenience and appreciate your patronage. The order placed online and cancelled has to do with the bank involved. We did run a report and could see where the sale was posted ,the problem needs to be addressed by the bank. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

So they are taking o responsibility for the money coming out of my account. I have since gotten my money back but the bank told me the request to cancel the payment had to be made by the company who took the money. How is that the banks fault for a glitch in Pep Boys system? The Pep Boys representative told me they had a glitch in the system and that is why the money was taken out even though the order was not processed. I also want Pep Boys to know that they have permanently lost a customer over this glitch and failure to take responsibility for it. [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:

Regards,

Review: I made an appointment online 5/30/2014, for an oil change at 5 pm. I arrived at the store the cashier, [redacted], took my keys and information. I came back to pick up the car at 6:03, [redacted] checked me out, and gave me my keys. I left the store, 5 to 10 minutes later my car cuts off in the middle a main hwy. I called my friend, and let her know I was stranded, she stated Pep Boys must have done something wrong and she was on her way, soon as I got off the phone with her I called Pep Boys back and spoke with [redacted] he stated they only did the oil change, I said ok and hung up. In the process of calling a tow truck my friend arrives and we pop the hood, the oil had been drained out, the top was left off and the oil stick was not put in the proper place( I took pictures), I instantly go to call Pep Boys, soon as [redacted] answered he stated [redacted] I was just trying to call you, I am so sorry, we made a mistake bring the car back to us and we will fix it, I stated I'm stuck in the middle of the highway how am I going to bring it back, he stated for me to call the tow truck, have it towed back to the shop, and that they were about to close, but they would look into it tomorrow. I stated No, I have to work in the morning I need my car fixed, he stated he would think of something and call me back. About 10 minutes later he calls back and states that they are sending a tech out to look at the car, and that I would be refunded my money, and my next 3 oil changes are free, by this point I'm angry. Some bystanders pushed the car out the road and after about 15 minutes the tech arrives, he looks at the car and stated yes its messed up we need to call a tow truck, which was already in progress, The tech then stated its 7 pm I have to get back to the shop to clock out so I won't get in trouble, but we will be waiting for the car to get to the shop and that they would have to provide a rental car. While waiting on the tow truck I called the law enforcement and filed a report. After about 45 minutes the tow truck arrived. When we got to the shop everyone was gone. Yesterday, I went to the shop on my lunch break around 1130 pm, when I got to the shop I spoke to the manager, he stated they would need my keys to see exactly what is wrong with the car, I told him I do not just want yall to put oil in it and send me on my way, the mechanic stated he would be doing an evaluation, I stated I wanted to be present, he said it would be a few because he had a car in front of me and that he would call my friend to walk over to the shop when he gets ready to assess it. At 3:02 she emailed me and stated "They gotta get yu another engine and they gotta put ur paperwork thru to get yu a rental but they dnt know how long it is gonna take. I told her to call them and tell them that I need a car today I can not miss work, the children are missing school because we have no car to take them or pick them up, she made this statement to the manager concerning them getting me a rental "... will she have it by today cuz she gotta work he was like he dont know cuz they gotta send they papers off to a claim or something and then they gotta send it to the rental place." When I got off at 5 pm, I had my mother and stepfather meet me at the shop, the manager stated that he hasn't heard from coporate yet and he has to wait on approval, by this point I'm angry, and all he is saying is there is nothing we can do, you can get a rental and we may be able to reinburse you up to 25.00 a day for the rental, I told him I would not be able to do that, he stated theres nothing THEY CAN DO FOR ME UNTILL COPORATE CALLS, FOR SOMETHING THEY MESSED UP. I left before 7 pm I went back, he stated he still hasn't heard anything. Today I still have not heard anything from them, so I emailed my friend and asked her had they called her phone, she stated no but she was about to walk over to the shop, she then emailed me back and stated they still have not heard anything. My thing is THEY are responsible for my car, but I am getting the run around to get my car fixed, or a rental car, it is like they do not even care. I asked for the number to coporate he stated he could not give it out. This process has been very aggravating all they had to do was change the oil, I have had to miss work, the kids have missed school, this weekend we have a trip planned for the family which we can not cancel or that will be a loss of money, but Pep Boys doesn't care they are just taking there precious time. I'm trying not to make this a civil matter but this is ridicoulous I need some answers.Desired Settlement: I would like for Pep Boys to either pay me for my car because the engine is blowed, since they have owned up to the fact that it is indeed there fault, or replace my engine. I would like for them to pay for the rental car untill it is fixed, because I have been missing work due to not having my car.

Business

Response:

Dear [redacted],

We are in receipt of the

complaint sent to your office by **. [redacted] on May 5, 2014, We would

like to apologize to [redacted] for inconvenience she may have experienced at

our Pep Boys facility. Our claims

department is handling [redacted]s concerns. We again apologize as well as thank [redacted] for allowing us

the opportunity to address her concerns.

Regards, [redacted] Customer Service Coordinator