Pep Boys

Review: On September 20, 2014 took vehicle to [redacted] for inspection and was advised that brakes rotors brake pads needed. I authorized repairs. After leaving the store and continuing about my day brakes failed almost causing a collision with moving vehicle and pole. I managed to stop safely by pulling into empty lot and using the emergency brake before hitting a wall. I contacted Pep Boys to advise them of what happened. They tell me to call for a tow @1800-pep boys. These people tell me I had to wait 3 hours for a tow. By the time I arrive on flatbed to the store it was closed. I then left a note and my key in the early bird slot and went home. Sunday, September 21, at about 12:30 p.m I went to the store only to find my car had not been touch. I heard excuse after excuse. Finally on Monday September 22 at about 11:50 am Pep boys released my car to me. I am still having flashbacks and nightmares of this. I contacted the corporate office and entered a claim with customer relations # [redacted]. I advised that I would like my money back for the labor on this bill . This was not acknowledged for all I went through.Desired Settlement: The labor was about $319.00 The total bill was $637.00 I would like the labor cost back because I was put in harms way,suffered negligent infliction of emotional distress, and was without my car for almost 3 days. Pep Boys needs to be held accountable for this

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 14, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was contacted by the management at this location, they addressed her concerns and offered [redacted] the refund she is requesting. [redacted] is to return Thursday 23, 2014 for her refund.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

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

Regards,

Review: The Pep Boys website offers an oil change for $19.99, when I tried to make an appointment on their website, it wouldn't register. After several attempts at trying to schedule an appointment online, I called the store directly and asked if they would honor the $19.99 price even though I'm calling. [redacted] told me they would, and I scheduled an appointment. Upon completion of the oil change, I was billed $35!!! When I informed [redacted] (service manager) of my situation, he could have cared less, arguing with me saying "[redacted] has been here for 14 years." That's all well and good, but [redacted] told me the price would be $19.99. I'm sick with the flu and really don't feel like arguing, so, he finally told me there was a coupon online for $24.99 that he would honor. OK, I'm on my way, but I'm still going to tell everyone about the bait and switch experience. When I return home, I look on the receipt and it states: "Customer Notified OF And Approved Increases In The Original Estimated Price."I didn't agree to ANY such thing! Why do they put words in my mouth without telling me?They are admitting that the price was increased.On the website, it doesn't state anywhere that the $19.99 deal must be scheduled online only.Thank you.Desired Settlement: Pep Boys owes me $5.00 and a letter of apology from the service manager [redacted].

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office [redacted] on March 23. 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility. [redacted] was contacted by the manager who wanted to apologize, offer to [redacted] a full refund and advise [redacted] that he will address his concerns with his team. If the manager has not been in contact with [redacted], we ask that [redacted] return to our facility for the refund.We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] Customer Service Coordinator

Review: Let me tell you how horrible the mechanics are at the Pep Boys store # [redacted] in [redacted], Florida [redacted]. I made an appointment for July 23rd to have Pep Boys conduct a 60,000 miles service. I even provided them with [redacted]'s maintenance service log which outlined what should be done. So I told them to do the "Premium Maintenance Service" which also included the following:

lubricate all locks/hinges

Replace automatic transmission fluid 3

Replace differential oil

Replace engine drive belts

Replace radiator cap

Replace wiper blades

Inspect the following:

__ All lights

__ Headlights/adjust if necessary

I told them to do a tune up and ailment on my [redacted] as well.

My appointment was at 8:00am. It took the rep 30 minutes just to key in everything into the computer. He advised me its going to take a couple of hours. I said 3 hours and he said yes. Ok no problem I will wait.

Well it did not take 3 hours. It took 5 1/2 hours. So when I got my car I paid the almost $1k bill and I drove home. When I got home I took a look in detail at my billed and I noticed that I was charged twice for anti freeze disposal, I had a warranty charge of $41 that I did not authorized. So I called the store and spoke with the rep that helped me and I question the charges. The rep told me "he believes everyone should have the warranty service and that he had discounted it for me. I responded that I will continue to review my bill and run the numbers and I will call him with any questions.

After hanging up, I took a look at the bill again and noticed a double charge for anti freeze disposal and I discovered that the warranty was not complimentary at all. So I decided to drive back to the store and have them refund the extra charges. It was at that time my "service engine soon" light came on. The rep refunded the warranty and the extra disposal fee and they took a look at the car and said that the catalytic converter is clogged and needs to be clean and they told me what I needed to buy or he advised that I can replaced it. So I told him I will just buy the solution and clean it.

I decided to schedule an appointment with [redacted] instead and have them take a look. During [redacted]'s multi point inspection (the same inspection that Pep Boys claims they perform on all vehicles they service)

I was asked was an ailment performed on my vehicle and I said yes and I showed him the receipt showing how I was charged for an ailment. The rep then provided me with a copy of the computerized ailment diagnostic. It revealed that my front axis was not ailed at all. It was completely off. He also told me that my back brakes needs to be replaced, because they are metal on metal. He asked did Pep Boys not tell you, you had no back breaks. I told him absolutely not. I would have paid to have them do it. He also advised me that the screeching noise is because the drive belt is not tight on the car.

So I while I was waiting at [redacted] while they were replacing my brakes I decided to call Pep Boys corporate and make a formal complaint. I told the rep the entire ordeal and she gave me a case number #[redacted]. She said someone will call me in 48 hours.

I took the care back to Pep Boys and when I was telling and showing the rep what Inifiniti told me. His response was that the brakes could only be detected if they would have performed a tire rotation.I quickly respond showing him the receipt that a tire rotation was conducted.

I went further and told him that even if there was no tire rotation your multi-point inspection would have uncovered the brakes issue. All he did was make excuses rather then take ownership and apologized.

Anyway 48 hours later I received a follow up automated call, which asked was I contacted and I responded with No.

So the automated service said they will escalate to the next level and I will be contacted in 48 hours again. An additional 48 hours passed and I was contacted again and was asked if I was contacted by a higher level of management and I told them no and the rep said she would have the complaint escalated. Well it is now 7 days since I filed the original complaint with Pep Boys and absolutely no one has contacted me from management.

This tells me you do not care.

Horrible Horrible Horrible service.. Shame on you Pep Boys you lost me as a customer and I will be filing a formal complaint with the Revdex.com and any other appropriate authoritiesDesired Settlement: I want a phone call from upper management and then a written apology from Pep Boys

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated August 1, 2014. We apologize to [redacted] for inconvenience he may have experienced at our facility.

The service manager did address [redacted] concerns and apologize for any inconvenience.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:I never spoke with the Service Manager. Also the customer service rep took my complaint and said she will forward it to the manager. When the site manager never responded she said she would forward it to the next level manager, who also never reached out to me.

Review: My name is [redacted] and I have been a long time customer and have used this location to purchase parts from for the better part of 30 years. That kind of loyalty is unseen in these days of internet shopping.

Upon the recommendation of my mechanic we have a process that we use to get my vehicles fixed. He looks over the car and charges me a diagnostic fee. I then order the parts he tells me to order from the parts counter at the [redacted] location. With a fleet of nearly 7 vehicles and 5 separate drivers we have found that this is the best way to keep a car off of the lift during an inspection.

Over the last 3 months consecutively, I have reached my limit with the customer service and parts department. Without exhausting your patience I will surmise the last 3 events:

In December, I needed front brakes for my 1997 [redacted]. I gave the parts counter the make and model and they found the "correct" product for my vehicle. I put the brakes in the car and drove them to my mechanic. The mechanic looks at the part once the Blazer is on the lift and finds these are the incorrect parts. There is nothing different about this vehicle from any other regular [redacted]. Upon returning the product to get the "correct" brakes again, to my dismay upon giving them to the mechanic the SAME mistake was made. At that point we had to physically take the parts off of the vehicle and show them directly to the service department. It took 3 trips to get the CORRECT brakes for my vehicle and there was no compensation for my time and the expenditure of my mechanics time that was passed to me on the service bill. In addition I was unable to use this vehicle for 3 days because of these mistakes.

I have a 1992 [redacted]. The same procedure was followed for this vehicle in this case. I was told I needed an axel and lower control arm. Both of these parts were ordered out of [redacted] by the [redacted] location. I was told to prepay for the parts, which I did and upon inspection of the invoice the product said ball joint. Before leaving the store, I walked back to the parts counter and I told them I needed a lower control arm not a ball joint as the part was listed on the invoice. I was told "sometimes the parts just come up that way." I received a call the parts were in later that day and when I arrived at the store the box said ball joint. I opened the box and found it was actually a ball joint as it was listed on the invoice and not the lower control arm that I was told would come in. So, they credited me for the ball joint and charged me for a lower control arm that should have been ordered in the first place. In the afternoon of the next day I received a call that my lower control arm was in. I picked up the CORRECT parts and took them to my mechanic. When I went to pay for the item the store associate billed the item to someone else's account in order to give me a lower price on the item without my knowledge. The axel had a core charge associated with it in which I paid for. After the car was repaired and inspected I returned the core to the store to receive credit back for the item. When I went to get the core money back with my receipt the associate would not give me back the money. This was because the associate put the the part under someone else's account who owed the store money. This was when I was subjected to inappropriate language and disrespect from the store associate. I still to this day have the core in the trunk of my car and have not been compensated for the charge.

Finally, early last week I took my car to my mechanic. Mind you, this mechanic operates a business in [redacted], not far from the Pep Boys location. He ordered an variable valve timing solenoid for my vehicle that was leaking on my 2004 [redacted]. I was informed by my mechanic the part needed to come out of the [redacted] warehouse and that if I was to leave the money with the mechanic Pep Boys would drop off the part upon its arrival. At 2pm I visited my vehicle. My mechanic offered to call Pep Boys to find where the part was currently located since it had not been received as of yet. One hour later a part arrived. The listing on the invoice said cam shaft sensor. I did not realize nor did the mechanic that this was the wrong part until the mechanic opened the box and inspected the item with the vehicle. My mechanic knew I was running out of time since I had committed a whole day already. The mechanic gave me a loaner car and sent me to the [redacted] dealership with a VIN and part description while the mechanic personally took cash out of his wallet for the incorrect part that was delivered by Pep Boys. Needless to say, I have the part but the mechanic did not have enough time to put it in since I did not arrive back from the dealership until after 5pm. This was a complete waste of a day and more importantly my time. I lost use of the vehicle that whole day and will have to pay for the mechanics time he spent dealing with the incorrect part. I voiced my frustration to the counter associate at my mechanics shop and their reply about your company is that Pep Boys is in chaos.

I am willing to furnish any information required to get the CORRECT part the first time I ask for it. The system seems broken. The associates feel detached from the customers and I feel it is my obligation as a customer to inform you that this isn't the only instance of these things happening from this and other locations. I have several other vehicles that will be in need of inspection but I can not allow your store and company to waste any more of my incredibly valuable time and money on your mistakes.Desired Settlement: I am seeking reimbursement for the following items

- the axel core charge - $10

- my mechanics excess time wasted passed onto me through invoice $105/hr * 2hr = $210

- my wasted time and fuel mileage to and from the store - 187 miles / $0.56 (federal mileage rate) = $104.72

- the difference between the dealer price and pep boys price for the variable valve timing solenoid (purchased directly from dealer/Pep Boys gave wrong part) - $201.00 - $147.87 = $53.13

The total amount of reimbursement being requested currently is $377.85

I believe this is the MINIMUM amount that is due back to me for my time and money that has been wasted because of your companies negligence and mistakes. I am normally a reasonable person but I will not be subject to subpar service from a company who is capable of excellent service that has been given to me in the past.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 24. 2014, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

**. [redacted] has been given a refund as requested.

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

Regards,

Customer Service Coordinator

Review: I had went to [redacted] downs from [redacted] to go to the speedway on the way home I had gotten stuck on the highway in [redacted] Delaware this was Saturday 5/31/2014 I got my 2003 [redacted] towed back to pep boys in [redacted] Delaware, the next morning 6/1/2014 [redacted] had called me and said it was going to be a 7 hour job and will cost around 1,400 dollars 2 hours later I had gotten a call that my car was ready, so I headed back out to Delaware to go pick up my veichle, they said they had replaced the intake manifold and I would need a cadylic converter but they said not right now and told me my car was totally safe to drive back to [redacted], then I had only made it to about [redacted] Delaware when my car was overheating and anti freeze was flying out everywhere this was very dangerous I had to get a tow truck once again to another pep boys in [redacted] Delaware it was a sunday night so by this time they were closed I had left my keys and paperwork in the dropbox along with a letter explaining what had happened the next morning 6/2/2014 which was Monday morning they said once again they had to replace the intake manifold and I would absolutely need a cadylic converter or my car would not be driveable it took the [redacted] pep boys about 2 days to work on my car and my car see** to be running good. I had called and asked the [redacted] pep boys why so short of time it took for the job they had said the mechanic Justin Bowman had to go to the hospital well if that was true they should not of told me to come get my car and should of waited till the job was done right they had reassured me my car was safe to drive and it was very dangerous,Desired Settlement: I would like a refund for all the labor I paid to [redacted] Delaware pep boys or even maybe a full refund because my life was put in danger and they should be ashamed of the**elves for lying to me and telling me my car was running great [redacted] gave me all lies over the phone and Justin bowman was the mechanic who did not complete the job and I could of been seriously hurt

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated June 27, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility**. [redacted] had his car towed into our store on May 31, 2014, **. [redacted] explained to [redacted] (assistant service manager ) that his car had shut off and would not run. [redacted] wrote **. [redacted] up for a "crank/no start" evaluation. The tech first recommended replacement of the intake manifold due to a hole in the e.g.r. port, a 3-step to clean the intake and exhaust system and also repair the wiring harness due to heat damage. Technician also advised may need catalytic convertor, but could not determine condition of catalytic convertor until these repairs were performed and could get the car actually running.

**. [redacted] agreed to have said repairs done. After the recommended repairs were completed and we were able to get the car actually running it was then determined by the technician that the catalytic convertor was indeed clogged, restricting exhaust flow and causing an e.g.r. backflow issue. The technician recommend replacement of catalytic convertor at this time. [redacted] informed **. [redacted] of the findings, we however did not have the catalytic convertor in stock and it would have to be ordered taking 2 days to arrive.

**. [redacted] was in town for the races and was anxious to get home and did not want to wait. While we sympathized with **. [redacted] the situation was beyond our control and **. [redacted] was informed the car should not be driven, but he was very adamant about getting back home and understandably so. He then asked if the car could be driven, if he took it slow on back roads, we again stated that it was not recommended, but he took the vehicle anyway.

During our conversation with **. [redacted] on June 26, 2014, he asked why we let him take him vehicle, I then stated that I could not keep it or hold it hostage and it was his car and ultimately his call, that I could only determine what was wrong with the vehicle and recommend repairs. Ultimately the decision was **. [redacted]'s.

**. [redacted] was not lied to and all information was relayed to him as clearly as possible during his visit with the location. The subsequent repairs performed by the [redacted] location were due to the car being driven under the conditions we warned **. [redacted] about prior to him taking the car. The root of the problem was the catalytic convertor, this was not repaired as he could not wait and it continued to cause further damage requiring repair."

We find no wrong doing on behalf of Pep Boys and the request for a refund is denied.

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 was told the job was going to be 7 hours from [redacted] when he called me june 1st at 9:18 am I am attatching 2 emails that a 7 hour job had suddenly turned into a 2 hour job when [redacted] called me at 9:18 I had agreed to get the work done and told him to take as long as it needs to get my vehicle fixed, I had never told the business I was in a hurry and did not want to wait, if I was in such a hurry I would not of gotten the second tow truck on my way home from [redacted] pep boys store and gotten it towed to the nearest pep boys in [redacted]. I was also told that Justin bowman the mechanic working on my vehicle had to go to the hospital, so if the job was not done correctly and he had to go to the hospital I would of waited a day or two for my car, all I was asking was for the job to be done correctly. I had also gotten a call 2 hours into them working on my car in addition to the emails, my life was put in danger and [redacted] reassured me my car was perfectly safe to drive home. I was also overchsrged 140 dollars labor which I had gotten refunded if I did not catch that on the paperwork I would of never been reimbursed for it, I expect the truth to come out of this and I expect a refund or I will have to continue taking further actions.

Regards,

Business

Response:

Dear **. [redacted],

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

Our initial response as far as the chain of events, what was explained to the customer during the visit and most importantly, the mechanical condition of the customers car which created the need for repairs remains unchanged. We are not however unreasonable, while a full refund for the needed repairs will not be issued, we are willing as a Customer satisfaction concession to issue a refund in the amount of $400.00.

If **. [redacted] would like to accept this offer, please advise.

Regards,

Customer Care Specialist

Pep Boys

[redacted], [redacted]

Phone: ###-###-####

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

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 will accept the refund of $400.00 and would like to close the case

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: On April 10th 2014 my car was towed to pep boys due to the all the lights on the dashboard lighting up and not cranking. Pep Boys informed me that my battery was dead due to a damaged water pump and serpentine belt. They replaced the parts and also put in a new battery and did an oil change. The charge was 865.51. On May 11th 2014 for the second time my car once again died after all the lights on my dashboard appeared again. The car was towed back to pep boys and I was told I was given a faulty battery on my first visit on april 10th and they would replace it with a new one. I was charged 1.01. On June 5th 2014 my car for the third time had a battery light come on. I returned the car back to the shop and was told that I had a bad alternator and it would cost me 450.00. I spoke with the manager and he would not refund me the 865.51 that I had paid for a service that did not fix my car after 3 visits.Desired Settlement: I am requesting a refund of the total amount of 865.51. I paid for a service that did not fix my car. The manager refused to not charge me on the 3rd time that my car battery did not work and did not think I was deserving of a refund.

Business

Response:

Dear [redacted],We are in receipt of the

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

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

Pep Boys facility. [redacted] has been contacted and offered a refund for $150.00, [redacted]

accepted and was asked to return to our facility for her refund.We again apologize as

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

concerns. Regards, [redacted] 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: On Mar 16, 2014, I delivered my vehicle to PepBoys for brake inspection due to heavy vibration when braking. Remind you all current brake pads/rotors/shoes/drums installed on vehicle are new purchased from PepBoys on Feb 28, 2014. Service Tech informed me after driving vehicle he diagnose problems as warped brake drums. After further inspection and advice of Parts Mgr on duty and other Service Tech's standing by they diagnose problem as bend rear axle. I authorized repairs. On Mar 17, 2014, I arrived at PepBoys to retrieve vehicle. Discovered my emergency brake handle/cable not connected. Service Tech-[redacted] reconnected handle/brake cable. On my drive home $909.12 later, I discovered heavy vibration continued when braking. I called PepBoys Service Rep [redacted] to complaint problem wasn't resolved he recommend return vehicle for further inspection to diagnose issue. On Mar 19, 2014 my next off work day delivered vehicle to PepBoys Service Rep-[redacted] explained issues and my disatisfaction he recommend keeping vehicle overnite again. On Mar 20, 2014 late afternoon after not receiving any phone calls on status of my vehicle, I decided to call to find to out now they recommend a new set of brake drums and hardware the current new set were damaged. I ask are you sure this will fix problems? Service Rep-[redacted] stated to me yes. I authorized repairs. On Mar 20, 2014 I returned to retrieve vehicle to discovered again emergency brake handle/cable not connected. Service Rep-[redacted] informed me to drive around to service bay and Service Tech- [redacted] would take care of issue. Again, on my drive home heavy vibration continued. Now I'm really frustrated to the point I didn't want to see another PepBoys store. $1021.28 later, I called the local [redacted] dealer to arrange brake inspection. On Mar 22, 2014 delivered my vehicle to [redacted] dealer brake checked-out ok. HAD TIRES ROTATED AND BALANCED, HEAVY VIBRATION DISCONTINUED. THIS LEAD ME TO BELIEVE PEPBOYS MISSED DIAGNOSE UNNECESSARY VEHICLE REPAIRS COSTING ME $1,021.28.Desired Settlement: Refund for all labor and shop fees!!!!

Business

Response:

Dear [redacted], We are in receipt of the complaint sent to your office **. [redacted] on April 3. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. The Service manager [redacted] spoke to **. [redacted] on Saturday. **. [redacted] explained that while he agrees that he needed some of the repairs, but not sure if he needed all the repairs rendered. ** agreed that the repairs we rendered did not completely resolve the issues **. [redacted] was having with the vibration. **. [redacted] will be returning on Monday to receive a partial refund. Al apologized and explained to **. [redacted] that he could have come to any member of management and they would have resolved this for him. He let **. [redacted] know that he appreciates his patronage and hopes that **. [redacted] will return in the future for other services.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns. Regards, [redacted] 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 85% satisfactory to me. I also understand that parts PepBoys installed on my vehicle are not free. With that said, I accept PepBoys partial refund offer to resolve this matter. I also would like to take this opportunity to thank the Revdex.com, **. [redacted] and his staff who had hands on in assisting me in this dispute. I would also like to say to anyone who may have the opportunity to review this complaint to understand that I'm a true believer that the Revdex.com is not just a agency name it is a trust worthy organization thats true to it mission.

Regards,

Review: I took my truck to an Authorized service shop (ASE certified) and chose Pepboys. Pepboys misdiagnosed the car replacing the Transmission, which didn't need to be fixed, and replaced the Transmissions anyways. They then proceeded in telling me that it was the Catalytic Converters that needed to be replaced. I actually told them that before they did diagnostic. According to them, they couldn't do anymore for me. Pepboys did an Transmission Diagnostic, when my original paperwork says that they were going to do an Engine diagnostic which would include the emission part. I then was advised that the person working on my car was about to get fired because of the service his did (messing people's car up) and I believe he may have sabotaged my car. When I went to pick up the truck.. the truck made even more sounds then when I dropped it off. I had to leave it another night because I couldn't drive it out of the parking lot. They advised me that they had to keep it another night to "See what ?? did to the car". Upon looking under the hook.. One of their servicers and myself saw that the "technician" burned up another part of my truck by not placing all of the hoses back on there, which is one of the reasons I had to leave the truck another day. AND because of this inconvenience (Pep boys keeping my truck for nearly 3 weeks, when their average time for keeping a car is 3-4 days) I was FORCED to keep a rental car.. racking up more and more fees and amounts with them. It's COLD here in [redacted], and I need my truck for this weather and 2 kids. PLEASE HELP!!!!!!!!!!!!!!!!!Desired Settlement: I would like for Pep Boys to refund me the amount of the diagnostics, as their paperworks states ( if you have the work done there.. the diagnostic fee is paid back to you) and pay for the extra 2 weeks that I had to keep the Rental car. PLEASE HELP!!!

Business

Response:

Dear **. [redacted]:

We are in receipt of the complaint sent top your office **. [redacted] on December 17, 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The vehicle came in and would not move, **. [redacted]'s warranty company had us diagnose his vehicle and authorized a used transmission, the first salvage yard transmission that we installed was cracked so we had to redo the transmission.

When installed the second one was fine, it would drive and shift through all of the gears, the car was sluggish due to the catalytic convertor issue, we could not get authorization from the warranty company because they do not cover convertors.

The delay in repairs were due to the warranty company wanted a used transmission and Pep Boys had no control over the time it took to repair.

We find no wrong doing on behalf of Pep Boys, and will not be responsible for the cost of the rental vehicle.

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

Regards,

Customer Service Coordinator

Disclaimer: The information contained in this communication is confidential and

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

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

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

you.

Review: On 02/21/2013 at approxily 5:33pm I purchased special order spark plug wires for my 1995 SL600 Mercedes Benz From Pep boys Auto Store Located at [redacted].

These wire were packed in a very cheap flimsy box that the wires barly fit into. After purchasing these wires I took them to[redacted] to preform a tune up on the vehicle. It takes many hours to complete a tune up on a V12 Mercedes Benz. The machinic was unable to tend to my vehicle right away after purchasing these wire. After a 2 months of delay in performing this tune up. So I decided to have my vehicle tow to another shop [redacted] shop being that the first shop was to busy to make the necssary repairs.

[redacted] only stored these wire because they were unable to find time to exchange these spark plug wires on my vehicle. Being that the box these wire were store in was so cheap and to small to contain these spark plug wires it broke the box , so the Machinic exchange the Box in order to store them not to lose them antisapate being the shop to do the work.

Being that [redacted] repairwas so busy I had my vehicle tow to [redacted] , the wires did not acompany the wires to [redacted] . The Owner of [redacted] told me that my old wires were not bad in good condition so he just change the spark plug on my vehicle only.

I decided to return these clean unused spark plug wires with the origenal purchanse receipt, I attemped to return this wire to Pep boys and [redacted] the sale clerk and [redacted] the refund the first attemp being that we did'nt have the box.

So I called the company on 05/14/ 2013 at 1800 Pep boys home office and expalin to them the situation. Pep Boys home office created a ticket which they call it. The ticket Number is [redacted]. The attendant at the home office stated to me that they will have someone contact me within 48 hours within creating this ticket.

The next day on 05/15/2013 the Manager [redacted] called and stated that the home office created this ticket and ask me to bring the wire back into the store so they can ID them to see if its there wires to refund them with a restocking fee if it was there wires. I stated to [redacted] that I didn't think it was right that they should pentized me for not having that box being that it was a very cheap made box. That I had everything else that is correct and not used.

I told the Manager that I was unable to bring the spark plug wire in that same day he called me that I will bring them in on thursday. upon entering the store 0n 05/16/2013 at about 1645PM I made contact with [redacted] the manager clerk. [redacted] received the wire from me to ID the wires, Then explain to me that the district manager told her to give me 25% off of my next perchase and that is not the reason they loure me into the store.

Brian the manager promise me a refund if the wire were theres with a 25% restocking fee.

after being denied the refund of the wire on 05/16.2013 I called the home office to explain what had occured and mark the phone attendant for Pep Boys home office explain to me that the store entered in the computer that they denied my refund becauses the wires were dirty and I did not have orginal receipt.

I explain to mark that is not the truth. That the wires were not dirty and I had the origanal recepit. I feel the the manager had made up in his mind to turn me away. [redacted] stated that a head manager will contact me soon.

I only hope that this occurrence will have a successful out and both side will be satifiedDesired Settlement: I would like to be made whole with a refund for the unused product

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated May 23, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] bought the wires as a Special Order and wanted to return them roughly 3 months later . This would not have been a problem, if the product was in new resalable condition with the original package . The wires ( product itself ) were dirty and not in a package.

The store manager as a good will gesture, offered a 25% discount on any future purchase . The bottom line, the customer or the customer representative after purchasing the wires handled the wires, losing or destroyed the package over the course of several weeks .. ( Almost 3 months? ) The product can't be resold due to the outlined issues .

[redacted] had a responsibility, to safe guard the merchandise and return it in a new resalable condition . He did not. [redacted] is not dealing with us in a reasonable fair manor and does not want a discount on future purchases as offered as a customer goodwill gesture.

We are denying the refund, due to item not resaleable.

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: I was called by the Manager in regards to my first complaint to pep boys home office.The manager ask me to bring in the wire knowing the condition that the wire did'nt have a box only being that the wire never been touch other then to change the box that the wire wouldn't be lost because of the cheaply made box that they came in. I brought them in and the clerk manager [redacted] with through the process that she were going to return the wire checking them out first,then turn to me and stated only that the manager told her to tell me that he would give me a 25% discount on my next purchased ,I am not looking for any handout . but to do honest best just as I do in my police work and marketing company. why hame me come into your business to have a pre-determine mind of what you had plan to do. thats a waste of my time when you could have told me that over the phone

Review: I had ordered a part, variable resistor for my [redacted] maxima from the Pep Boys located at [redacted] CA US. I ordered to part on Friday and was told that at most, It would be available on Monday. I called in on Monday and was told that the part was not available. I called on Wednesday and was rudely told that I would get a call when it is available. I never got a call from the representatives at pep boys. Approximately three weeks later, I was checking my credit card statement and realized that not only have they not contacted me regarding the part, they have also charged me the full amount and have not provided a refund. I called the local pepboys and they told me that in order to qualify for a refund, I must pay a 20 percent restocking fee. They were also extremely rude in their response and somewhat rejected to explain to me anything. Please note that I never picked up the part because It was never made available to me, once I paid for the item, I never heard from pepboys or anyone to update me regarding its status.

Thank You

-[redacted]Desired Settlement: A full refund to my credit card is the only acceptable solution

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] placed an

Special Order over the phone, Unfortunately the part was on back order, We **.

[redacted] to let him know that the part will be at least two weeks on back order,

but he did not answer so we left a message, Once the part arrived to our store,

we called **. [redacted] to let him know that the part he ordered had arrived, but

again **. [redacted] did not answer and again we left him a message, customer spoke

to me and I explained him the process of returning a Special order and that

there will be a re-stocking fee of 20%, **. [redacted] was not informed about a re-stocking fee for returning

the part, Being that said, we will process a full refund for the

inconvenience.We again apologize as

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

concerns. Regards, [redacted] Customer Service

Coordinator

Review: Took my 2001 Dodge Caravan into Pep Boys to be inspected on 3/15/2013. Vehicle transmission had a knocking sound when brought in and the check engine light was on. Was informed that the van needed extensive work which included struts, alignment, tune up, front beakes, a muffler, and wiper blades, and spark plugs , all of which totaled $1,457.76. Picked up vehicle on 3/17/2013. Was told that I would have drive van for 75 miles fore the check engine light to reset and to bring it back for an emissions diagnostic. Though the inspection was not complete, the state inspection sticker was placed on my vehicle, which I understand should not have been done.When I returned my vehicle after traveling the stated 75 miles on 3/21/2013, my an was knocking worse than when I first brought it in. The service agent, after direction from the service technician advised me to take my van to the Pep Boys in [redacted] on [redacted]. so that it would pass inspection and a sticker could be placed on the van. [redacted], the service Manager in [redacted], sent me back to the Pep Boys on [redacted]. because they had failed to diagnose what the problem was as the check engine light was still on. When I returned the van that same day, I was told that the engine was bad. This should have been known before hand by the mechanic who inspected and repaired the vehicle. The service Manager at [redacted]., [redacted], would only refund me that state inspection charges of the bill which came to $246.09 according to him. He refused to refund me the full portion of the bill. I am writing this complaint because Pep Boys appears to be engaging in deceptive, fraudulent, and ilegal business practices and putting motorist at risk on the highways by putting stickers on vehicles that are ckearly unsafe.Desired Settlement: Want full refund of repair costs. The balance owed is $1217.67

Business

Response:

Dear [redacted],

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

A check has been requested for [redacted] in the amount of 1217.67.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Regards,

Review: I took me Ford Escape 2009 to PepBoys on 2/20/13 because the check engine light was on.They told me they would have to do a diagnostic test in order to determine why the warning light was on before they could do any repairs. After paying a fee of $51.66 for the diagnosis I was told that two engine cam sensors were defective and needed replacement for an additional cost of $306.92. I had them replace the sensors the next day and after a few hours of driving the check engine light came on again.I immediately returned to the PepBoys and informed them that they failed to repair the problem and they said the would check it out and let me know what went wrong. I was then told I would need to pay them an additional $600 dollars to replace two other sensors that they said were defective.Now the cost of this repair is looming on $1000! They were totally inept at diagnosing and repairing this problem and expect me to pay for their lack of what should be simple repair. I will never use or recommend this business to anyone mostly because the were not professional or courteous and did not appear to have the knowledge to repair my vehicle.

Product_Or_Service: camshaft position sensor

Order_Number: na

Account_Number: naDesired Settlement: DesiredSettlementID: Refund

$306.92 I paid to fix the problem that they said they found when they made the diagnosis.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated February 27, 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

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,

Last month I took my car to the DMV to get my 2001 Honda Civic inspected. The car passed inspection. During the inspection the inspector unplug the sensor reader while the car was still running causing the car to go into limp mode. When this happened the car wouldn’t go over than 10 miles/hr. I knew my car trouble was related to the inspection process, the car was running fine prior to the inspection. So I dropped my car at a nearby Pep Boys.
While at Pep Boys I told them want happened at the DMV, they said that they will need to keep my car to make an assessment. The next day they called me and said that it would cost over $700.00 to repair the car. I called my mechanic and he agreed that most likely the car was in limp mode and could be repaired by hooking up the sensor reader to my car. The mechanic at Pep Boys made up a fake diagnosis for saying that the labor for this repair would take hours. I had a male friend call the store to get the details of the repair. My friend called at mechanic and relayed the information to him. The mechanic said what Pep Boy’s was telling me didn’t make any sense. Pep Boy’s claimed that fluid from a valve was dripping on my sensor causing it to malfunction. The mechanic said that was physically impossible because the valve and sensor were not in close proximity of each other.
A male friend of mine went to Pep Boys to question the diagnosis. After Pep Boy was caught in a lie, they fixed the car by plugging in the sensor reader and the car started and ran fine. Pep Boy mechanics saw a single female and decided to rip me off. That is why I am making this complaint against PepBoy’s on 1400 N. Dupont Highway in New Castle, DE.

Review: I originally brought my car to the Pep Boys to be fixed for an oil light being on.

They ran a diagnostics and came up with multiple things wrong with the car, which I was aware there was little things here and there wrong with my vehicle, but it was running perfectly fine, I had just had concern about the oil light.

I brought the car to them Saturday 2/23/2013. I was told the parts would not be received till monday 2/25/13. I asked if I could take my car back till monday, and bring it in then. They said I could. I went to get my car on saturday, 2/23 and the car broke down before even getting out of the parking lot. I called the store, they came and brought the car back down to their garage. They told me they "were sorry, someone did not put the car back together correctly." I was upset, but nothing I could do, the car did not even run, let alone to decide to take it to another place to be fixed. I was trapped into leaving my car there. I was told the car would be fixed and ready to pick up monday 2/25/13. After paying over $1,000.00 for the car to have been repaired of all issues they said was wrong with it, including my main concern and reason to bringing the car in, the oil light. I got into my car at 4:30pm monday 2/25/13, the oil light was still on. I went back inside, and told them that it was still on. They came out, looked at the car and said that they would fix it, and leave the keys in the car for me to pick up later that night. I returned to pep boys at 10pm 2/25 to pick up my car as I was told it would be fixed, again. The oil light was still on after it being looked at and repaired again, they told me they replaced the sensor and there should be no more issues, yet it is still on. Therefore, I called corporate on tuesday 2/26 and opened a complaint/ case with them. I was told that this process takes 24-48 hours. I understood, and filed the complaint. I then waited for the 48 hours to be contacted. I was not contacted, so I contacted them back after the 48 hours has passed. I was told that they were sorry, and would handle it. I said I was not happy with this, and that I did not want to work with the store I had gone to have the car fixed, I wanted someone that was not at the store level. I told them I refuse to continue speaking with people at the store that had caused all these issues already. I was told it was noted in my case that I did not want to speak with the store. The man that I brought my car to at the pep boys location keeps calling me. His name is [redacted]. I called back the case complaint line and explained I did not like the resolution [redacted] had come up with. His resolution was that he personally would get the parts needed for my car at the ford dealership from a friend and then he would personally fix my car himself outside of pep boys. I called the complaint line and once again, told them I do not want to speak with [redacted], and I will not bring my car to his home. Ontop of this oil light still being on, my car had another issues I was told was fixed. I would have to rev my engine to stay on in the cold, Pep boys told me that it was a O2 Sensor that had went bad and they replaced it. The car still needs to be revved to turn/ stay on. I once again called Pep boys complaint line and spoke to their supervisor named [redacted], who I already spoken to. He told me he had emailed the higher up people in the store that can resolve this, even though their policy states that a resolution will be reached in 48 hours after case is opened. I opened my case on Feb 26, 2013. It is now March 4th, 2013. Nothing has been done.Desired Settlement: I would like a refund.

Business

Response:

Dear [redacted]

We are in receipt of the complaint sent to our office by [redacted] dated March 5, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

The Area Director spoke to [redacted] and gave [redacted] a full refund.

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

Regards,

Review: I believe that Pep Boys Auto,are using false information to deceive customers in terms of the cost of some repairs. For example, they charged me $709.54 for a busted water pump and supposedly a radiator hose. this is not the 1st time; last year I was told by the manager that I needed breaks when I had just gotten brakes 2months before at another location. I let that slide, but this time I know I need to report this unlawful practice. I am elderly, on fixed income and I don't need anyone to be ripping me off. Thank you very much. I took my car to "[redacted]" and they told me that I had a busted water pump and a loose belt; no broken hose like pep boys told me. My brakes was still under warranty, they installed new pads, they replaced all my windshield wipers,installed my cabin filter,replaced the lisence plate bulb and charged me $394.95

Product_Or_Service: DiagnosticDesired Settlement: DesiredSettlementID: Refund

Pep Boys charged me $34.95+0.54 cent tax for a deceitful diagnostic.I already knew I had a busted water pump because my son looked at it and told me. They insisted on charging me the $34.95.I want my money back and I want them to stop doing this to elderly people and everyone else.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated October 22, 2013, 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 Pep Boys location she visited. Once we received the requested information, we will than begin our resolution process.

Regards,

Customer Service Coordinator

Review: on june 12 2014 pepboys replaced a fan assembly on the [redacted] I own. my daughter is using the car. the mechanic left the locking clip off the new fan. the entire unit should have been replaced. within a month the fan came loose an almost came all the way off the hub. this could have resulted in severe damage to the vehicle and caused the loss of all power systems. the serpentine belt came off and shut the car down while it was moving. if she would have been on a turn or interstae it would have caused an accident. she was stranded on a back road at 11 pm on a saturdey night in the middle of nowwhere outside [redacted] flroida. ihad to come get her and have the vehicle towed to a garage in [redacted] to the shop I use. the repair cost $542. 20 and the tow was $65. I contacted pepboys and sent he invoice to them at there request. they have not responded to several emails and calls.Desired Settlement: I want pepboys to stand behind there work and reimburse me my out of pocket expenses. $607.20

Business

Response:

Dear [redacted],

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

The service manager spoke to [redacted] and advised him to bring the receipts in and we will refund him the requested amount.

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: Pep Boys credit reported me as deceased. They are requiring that I prove who I am and do the leg work for correcting the problem. Will not put me in contact with anyone that can correct issue. Account has been paid zero balance and yet I am deceased.Desired Settlement: correct your error, correct the status on my credit report in a timely fashion not 10 business days.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on February 28, 2014, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted]'s concerns were forwarded to [redacted] to assist her. If **. [redacted] is not contacted by ** with in 48 hours, we ask that she call our office at ###-###-####

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

Regards,

Customer Service Coordinator

Review: I brought my 2000 [redacted] that was starting to run hot to Pepboys because they were approximately one block away from where I noticed the car having issues. The car never got to the redline hot area and was not steaming, only had some antifreeze leakage around the overflow tank. Pep boys stated they could run a complete cooling check on the car and would let me know. I was told that it needed a water pump because the coolant was running slowly through the water pump. I ok'd the job and waited the 4-5 hours for them to complete it. I was told that the car was "good to go". On my drive back to Connecticut (I live about 40 minutes away) the car's temp stayed at the midline for most of the trip if it did go above the line it would go back to midline. When I arrived home I noticed that there was some leakage of antifreeze coming from the overflow tank again. I called Pep boys 1-800 number to find out if I can bring it into a closer garage and was told yes. The CT Pep boys told me that the line needed to be bled and I was "good to go". During city driving the car stayed midline as soon as I brought it on to the highway the car started to run hot again. I then had it towed back to the store for fear of further damage and was told they would look into the car. I was then told that by preforming a "block test" the car had a leak out of the Head gaskets. The car is now ruined and I am out the $700 I spent to "fix" the car.Desired Settlement: I put in complaints with the regional managers and apparently they are willing to refund me my money, however I am now out of a car. I believe that their misdiagnoses caused further damage to the car and now it has a major problem hindering the ability to drive it. I would like Pep boys to repair the car fully at their cost.

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.

[redacted] came to our [redacted] facility with a coolant issue. When the vehicle was inspected the technician noticed the water pump was leaking. He then did a block test and it passed, so we recommended the water pump to be changed. [redacted] approved the repair and we the changed the pump and rechecked the car for any leaks. The technician took the vehicle on a test drive and car was running fine no over heating issue and no more leaks.

[redacted] stated that they drove over one hour and noticed the temperature gauge was 1 line above half way, which is not over heating for this car. She took the vehicle to Pep Boys on [redacted] CT they looked at the vehicle and advised [redacted] she had a bad head gaskets on the vehicle and could not find any thing else wrong and that they could not get the vehicle to over heat. .

The vehicle was than towed back to [redacted] location, the vehicle was inspected and we could not find anything wrong and the car would not over heat, the temperature would go just go over half way line on temp gauge and the fan would come on and bring back down to half way. So we put new radiator in the car thinking it may be possible a small clog or some restriction in flow and changed the temperature gauge sensor.

The manager Gary test drove the car for almost 100 miles and the vehicle never overheated. The issues with the vehicle have nothing to do with the installation of the water pump.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

The response from Customer Care specialist, Robin Searl, is not accurately stated. The chief complaint on the vehicle was that the problem was not fixed correctly after taking it to two Pep Boy's garages. The car DID over heat on the drive home on the original day of repair and continued to have the same issues; that is why the vehicle was towed to the Manchester Pep boys. I made multiple complaints to the 1-800 Pep boys complaint line and have an open case on this situation. The vehicle was running hot any time the car would run on a hill or a highway which is why the car was not overheating for a technician that left the car idling in the garage. I specifically stated that the car would have it's issues when driving the car, not while idling. The response from Ms. S[redacted] states that "the issues with the vehicle have nothing to do with the installation of the water pump". My exact reason for the complaint was that this was a misdiagnosis from the beginning and that the problem was still occurring when I was told twice that "I was good to go". I paid close to $700 for a supposed water pump issue when in fact it wasn't until the third time this vehicle was in the garage that the real problem, a radiator, was diagnosed. I was out of my vehicle from June 21, 2014 - July 22, 2014 because of the inability of the previous attempts to fix this car, which led me to a financial burden. I do agree with the final statement that the car no longer overheated after the installation of the radiator. Yet if the car was originally diagnosed from the beginning this repair would have only cost me around $500 for a new radiator not $700 for a part I may have not even needed. When a person brings a car to a reputable business they expect to be able to trust in the diagnosis from the professionals not to have a problem band-aided instead of fixed.

Regards,

Business

Response:

Dear [redacted],

We are in receipt of the rebuttal sent to your office by [redacted], we again apologize, however we find no fault due to Pep Boys and feel we have been more than amicable. Our prior response stands firm.

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: I took my truck to this pep boys to get a diagnostic done on my truck. I was told that I needed a ECT sensor & that was it, and that my truck would be fixed with no other problems/issues. I paid them $407.77 for them to tell me I need to get a tow truck to get it & the issue was not fixed.Desired Settlement: I would like a full reimbursement & my truck back fixed

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated August 1, 2014. We apologize to **. [redacted] for inconvenience he may have experienced at our facility.

**. [redacted] came in to our facility on July 8, 2014, he stated his vehicle would start and than cut off. he explained all the repairs he had done to the vehicle. We ran some test and replaced the ECT sensor and cleaned the fuel system.

**. [redacted] was advised that he needed a throttle body and the vehicle was getting low fuel pressure. We advised **. [redacted] that if he supplied the fuel pump we would install the pump at no charge. It was around two weeks before **. [redacted] supplied us with the fuel pump.

The fuel pump is being installed at no charge today and will be ready for pick up on Friday August 15, 2014.

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: Brought my 2010 [redacted] Van to Pepboys for a replacement starter on June 5th 2014. They gave me a quote and recommend my front and rear brakes be replaced. They recommended resurfacing but I declined that as I knew they resurfaced 6 months prior. I asked them for a quote and Victor called back and said I need new rotors and pads good news is the front set of brakes were still under warranty so I only needed to pay for the rear pads. I was quoted $430 which I said yes to. July 8th I had issues with my radiator and took it to another shop Forever Auto who did electrical work for me in the past. The recommended I replace my front & rear brakes. I was a bit dumb founded as I just replaced them last month. I brought our van back to PepBoys. They said a mechanic need to look at the vehicle. The told me they only replaced one rotor on the back and resurfaced the other one. Envoy later told me his mechanic was wrong they replaced them but did not work to our front wheels. I asked to speak to a manager and was finally passed to Fred who said he would talk to Victor and call me in the morning. Come 2:45 pm today still no call. I call them and Envoy gave said he would fax over the quote for the work needed to be done and they are wanting to charge me another $518.02 to do the front which I had already authorized to do for the $430 back on June 5th.

Product_Or_Service: front & rear brake replacement

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the work done that I authorized over the phone back on June 5th. New rotors & new brake pads with proof the parts being are brand new. If they can't do that I want a full complete refund.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 26, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

On June 5, 2014 [redacted] approved the repairs listed on the work order attached. This repair did not include front brakes, the technician that inspected her vehicle stated the front brakes did not need to be replaced, but did resurface the rotors in the front.

[redacted] returned to our facility on July 27, 2014 and [redacted] was given a refund for the resurface of the front rotors, $80.00 . [redacted] was taken out to our shop area and shown the front brakes .We also replaced the rear brakes and rotors due to [redacted] not believing that they were replaced the first time.

Pep Boys is a large company, that would never put a customer in and jeopardy by not replacing brakes that are recommended or needed. It is unfortunate that [redacted] should feel that way.

We are declining any further refunds or free repairs

We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns. Regards, Robin S[redacted] Customer Service Specialist3111 W Alleghheny AvePhiladelphia, PA 19132