Pep Boys

Review: I went to Pep Boys on Saturday, 8/30/14 to have my brakes serviced because they were making a noise. My request was to have whichever brakes was making the noise fixed. They said that they would inspect all brakes.When they contacted me back, they said that they would be able to take care of the brakes for 484.00. I believed that this was everything that was needed.I picked up my vehicle but did not read what they typed in the general comment area of their paper work which indicated that I declined service on my front brakes. I did not see this comment until 9/2/14 when I realized that my brakes were still making the same noise. The whole purpose of my visit was to get the brakes fixed. I never declined service so I don't know why that was typed in. They serviced the back brakes which I don't even believe needed the work. I am making this complaint because this is the second time that I have had this type of problem at the [redacted] location of Pep Boys. About two years back I had a similar problem where I had to bring my vehicle back more than once for work on the same issue. I did not complain and just decided to give Pep Boys another opportunity. I will not be taking my vehicle back to Pep Boys again. I cannot afford the time and the extra money that I have had to pay.It is unfair for shops to perform work that is not necessary causing people to have to return to get the real problem fixed. It is unfair for shops personnel to enter data and/or comments when the information is not discussed with a customer.Desired Settlement: The Manchester Pep Boys management should be made aware that someone is falsifying information relayed by customers. There is a problem with their staff not communicating the whole picture of work needed when talking to customer's on the phone. Had the employees I spoke to on the phone indicated the same comment that was typed in the general comments section, it would have alleviated this problem all together.

Business

Response:

[redacted],

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] September 05, 2014. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted]'s concerns were addressed and [redacted] did return for us to we warrantee her brakes.

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

Regards,

Review: My 21 year old daughter broke down on freeway while traveling to [redacted], CA. The vehicle (2006 [redacted]) was towed to this location because it was the closest and within the tow truck mile radius. It turned out the vehicle needed major repairs totaling more than $900. The Technician (Rudy Melgarejo) advised her to leave the vehicle and that they would contact the dealership for parts. It was finally repaired and my daughter picked it up. She traveled back to [redacted] that Sunday afternoon and the following morning the check engine light came on. That same day my wife and I called the [redacted] store to find out about the service and we were advised to take it to any Pep Boys for inspection/repairs. The day prior I had called the [redacted] store and spoke with Rudy and I asked about a military discount,he mentioned that he would honor it but when my daughter paid for repairs, it was not taken off the cost. Back in Temecula, I had the vehicle inspected and it turned out the thermostat that had been installed was defective and was replaced. I was assured at the [redacted] store there were no other issues and my daughter was also assured no issues and that everything was running great by technicians in [redacted]. This was the disappointing part on both ends, not to mention the backpedaling on the military discount because [redacted] Pep Boys insisted that I return to [redacted] (more than 100 miles north of Temecula) for the discount. All repairs were made and my daughter and I were advised to go to a dealership ([redacted]) for a dip-stick because it had melted. Upon arriving to the [redacted] dealership([redacted]),the technicians inspected the vehicle because the dipstick prompted them to inspect further. It turned out the engine was cracked and the repairs made by Pep Boys were not necessary. [redacted] informed me that all repair shops should have been aware of the [redacted] warranties as well as the documented bulletins (Service Bulletin 10-048, 12/18/2013) all over the Internet. [redacted] replaced the engine.Desired Settlement: I am long time customer of Pep Boys store 1401, I do not think they would be unethical or have any ill business practices but people make mistakes and Pep Boys technicians did. They claim they support the military and take care of customers, show me some good faith and refund the entire amount paid or at least 80% of the cost should be refunded. I will no longer take my business there and will inform all military members. Pep Boys at: [redacted] in [redacted], CA. ###-###-####.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 25, 2014 by [redacted] . We apologize for any inconvenience [redacted] may have experienced at our facility.

The area Director has requested [redacted] to advise his daughter to contact the store and authorize her father permission to speak on her behalf.

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

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 do not feel they did enough. It seems they are unwilling to recognize their failure in giving due diligence to the matter which resulted in unnecessary expenses. I have provided my daughter the information and did allow her to handle it on her own but only to receive a minuscule compensatory outcome which in my mind only reflects how little they value their customer base. I would have more respect for someone who admits fault and holds themselves accountable; Pep Boys and its representatives in this matter have neither my respect nor my business.

Review: On 10/5/2014 I purchased tires at pepboys. after finding the tires cheaper I tried to return the unused tires. I was told that I had to wait several day until the transaction processes because I made the payment using cash and credit. I waited several days and returned to the location on 10/9/2014. I was told that I could not return the items because there was no supervisor present. After stating that I had spoken to a supervisor on my first attempt and he stated "as long as the tires were not mounted on my suv I could return them with any cashier". The cashier then signaled another employee whose name tag said manager. The manager made me uncomfortable asking why I didn't want the tires and if I was sure that before he proceeds with the transaction. I clearly said "i paid half in cash and half in credit". he then proceeded to swipe my card and return the funds. as I examined the receipt I told him I wanted my cash back. he said he placed the full amount on my credit card. and that I would have to wait until the card company sends me a check for the overpayment. I told him "no thats not how I paid" I was at the store for a total of two hours and still have not gotten my money back. During that time I authorized my carrier so she could speak to the cashier because he wanted to swipe my card for another 457.56 in order to return the cash. this is impossible because it would max out my credit card which only has a credit line of 500.00. the card representative informed him that the transaction will be declined because of insufficient funds. she also told him that because of the cards billing cycle it would take approximately 2 months from them to send me a check for the amount overpaid on the card. he then called another manager to discuss the issue. at this point he was becoming upset because I was taking up too much of his time. he told the other manager that he doesn't care and that it is not his problem. after leaving the store I spoke to a second manager on the who kept sa phone who keptDesired Settlement: I would like Pepboys to return my funds as they were originally paid half in cash and half in credit.

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] returned to our facility and received a refund, the manager also gave [redacted] a $20.00 gift card for her inconvenience.

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: On 7-31-14, I dropped off my 2003 [redacted] at the Pep Boys #[redacted] in Prattville, AL, to have repairs done to the vehicle inclusive of a water pump replacement as well as a new timing belt. Upon receipt of my vehicle on 08-02-14, the engine was idling very low; almost to the point of shut off. I returned the vehicle to the location to have it checked again to determine the idling issue. The mechanics on staff stipulated that the work they had completed was effective. On 10/12/2014 while traveling, the belt between the new water pump and the alternator snapped. The vehicle was towed to a near location to be repaired. During the repair and inspection, the mechanics found the timing belt to have been installed incorrectly, off by two teeth, which caused the engine to idle improperly and break the belt between the water pump and the alternator. Since the prior repair was done improperly, I contacted Pep Boys customer care to report the issue and request a refund. The customer care representative stated that the store manager would be in touch with me within 48 hours. After this time had passed without a response, I called the customer care center back. The representative moved the issue further up the chain of command to the area director and said that someone would be in contact with me within 48 hours. After this time had passed, I decided that it would be a good idea to go to the store and reiterate my issue with supporting documentation in hand. The manager on duty, after examining the documents, said that he could not issue a refund and he would have to contact the area director to obtain a check. I returned to the store for the refund and the manager on duty could not assist me as he stipulated that he had no knowledge of the issue and was only filling in from another store. He directed me to return that evening. I returned that evening (10-23-14) to be informed that my refund was not obtained as it was his (the evening manager's) day off. I returned home to contact Pep Boys ce center, only to be told that the information would be forwarded to the area director again and that someone would be in touch with me within 48 hours.

Product_Or_Service: Repairs

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

Refund of receipt tracking ID# [redacted] as well as the cost of R&R Alternator Belt in the amount of $63.00. Possible damage to engine valves from improper installation of timing belt, disregarded in original request for refund, now yet to be determined.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 31, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] was given a full refund for the repairs that had to be redone.

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:

The website was promoting a $75 main-in-rebate for the installation of shocks. The foot note did specify anything else. The rebate was denied because I installed only 2 shocks.

My review is of the Pep Boys on Center Line Dr., Knoxville, TN 37917
The customer service person didn't tell me about the buy 3 tires get one free offer (I knew about it from looking at their web site). When I said I didn't need 4 tires and asked if I could get credit for the 4th, I was told, abruptly "No!" Then after an hour I was told that my car needs new 'tie rods' which was causing it to vibrate, at a cost of $400. My car has not been vibrating. This is the same thing they told my friend who took my car in for the last new tire--he checked and he said (he is a mechanic" that there was no wear to my tie rods. (They have also tried to sell him other parts and services he didn't need when he took in his own car). They were not even polite to me. I told them to put the old tires back on. I really feel this was an effort to scam me--they looked up the computer record and saw the old note about the tie rods then told me I needed them. I'll never go back to this location or any other Pep Boy. If they'd been courteous and acted concerned about me I would feel differently despite the attempt to get me to buy something I don't need.

Review: I received a flyer with coupons promoting an oil change and tire rotation. I went into the [redacted], FL location to get the service. When I got home I noticed the front tire was still a little low and the tires had not been rotated. Why offer an advertisement for a service when you clearly do not want to honor the service. Now I have no idea if the oil change even got done or if that is a rip off as well.Desired Settlement: I would like either a refund or the service I paid for. If you did not do the tire rotation, how do I know if you did the oil change and or the inspection. I just redid the front end and wanted the tires rotated before I drive up to my other home. Now I have to go to another shop - take time out of my day AGAIN to get service I already paid for in TIME and money.

Business

Response:

Dear **. [redacted],

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

**. [redacted] was contacted and has agreed to return and allow the manager to resolve his concerns.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

For the record, the local manager did a great job resolving the issues - I have no complaint and wish the record to show they did a great job.

Regards,

Review: Pep boys did a oil change for me in July 2012 and the entered the wrong odometer reading they interred 75,000 miles and they reported it to car fax so now almost 2 years later I try to trade in my car today and the sales man told me my car is worth nothing so I asked what do he mean and why he asked me did I get service at pep boys 2 years ago I said yes he said you had 75000 miles on your car 2 years ago I said that's impossible if my car is reading I only have 60500 miles now I'm so confused please help me!Desired Settlement: I would like them to contact car fax with the right odometer information so I can sale my car if not I want them to buy my car cause I can not sale it unless this issue is fixed with car fax!

Business

Response:

Dear **. [redacted],

We are in receipt of the

complaint sent to your office by **.[redacted] on April 30. 2014, We would

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

our Pep Boys facility. The car fax report

was corrected on April 30, 2014 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: My husband visited this Pep Boys in [redacted] Illinois on Sunday September 8, 2014. I purchased 4 brand new [redacted] Tires and spent over $670.00 for them. The tires were changed however I noticed that my tire valve caps were missing. The original caps on my 2006 [redacted] 300 were [redacted] and original [redacted] caps very heavy duty and a quality product. I asked for them and the store clerk Sean S[redacted] and parts Mgr. Chris M[redacted] told my husband they were disposed of. They place $1.00 plastic caps on my cars tire valves. I was appalled. Someone by the name of Adam performed the work. He left for the day so I couldnt speak to him. Sean S[redacted] and Chris M[redacted] seemed very non chalant about the occurrence and I informed them that they need to either find them or replace them. They gave my husband 4 replacement caps in hand. They were nothing like [redacted] originals. They were plastic like something you would put on a bicycle. We went back to the service counter and spoke to a man named "CHRIS". He was incredibly rude and confrontational. He over talked me and stated that "they toss those things in a bin." I asked if he could look for them he said it would be impossible to find. His demeanor was so unprofessional and dismissive that I asked for his name. He stated "I dont have to give you my name." He continued to overtalk me with a very nasty attitude. He was so rude and ignorant to me that I called the [redacted] Police Department to assist. Two cars came and spoke to him and stated that I can file a police report and I did. It is filed as a civil complaint against "CHRIS"/Pep Boys. I have never ever had to call police over a matter such as this or anything else. After paying over $670.oo I deserve decency in asking where my tire valve caps are. All "CHRIS" had to do is say he would replace them at their cost and order them from a [redacted] Dealer. Instead he treated me with such disrespect and animosity I had to file a police report, contact corporate and the Illinois Revdex.com. I would like a prompt response from Pep Boys. This person "CHRIS" should be suspended or fired. I only say this because I would terminate anyone at my business who allowed a customer to call the police over a matter that can be solved with average customer service skills. I

Product_Or_Service: Four brand new [redacted] tiresDesired Settlement: DesiredSettlementID: Replacement

When the police questioned "CHRIS" the store clerk separately; he stated to them that he would contact a [redacted] Dealer and order an original replacement for all four tires at Pepboys expense. This is also stated in the police report I filed for confirmation. This is the very least resolution I am willing to accept.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 23, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

The Service manager did order replacement caps from the dealer, and [redacted] returned to our facility for the new replacement caps.

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 purchased a set of tires via the Pep Boys website using their system to select the correct make/model/size, etc. I paid for the ties via the website. I also made the appointment to have the tires put on. After Pep Boys took the wheels off my vehicle and the tires off the wheels they told me I had ordered the wrong tires. I was basically hostage in their shop for HOURS until I paid the extra $15.99 per tire. This is not a first with Pep Boys. I used them once before in [redacted] in 2008 and had almost the same thing happen. That instance I went into the store and told them I wanted the tires from the sales flyer. After the took my wheels and tires off, I was told they did not have my size and I had to purchase a set of more expensive tires. Apparently this is a company practice and I should have learned my lesson...

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my $15.99 per tire (4 tires) plus additional installation fees for the new sized tire totaling $83.40, and something for my 4 hours I was basically held in the shop.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 09 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] came in March 9, 2013, to have tires installed on her 2004 Chevy Tahoe. [redacted] purchased the tires online and the appointment was also made on line. No phone call was made to our store to verify tire size or fitment.

We took the tires off of the vehicle dismounted one and determined the wheels were 17 inch and [redacted] purchased 16 inch tires. We called [redacted] and explained the mistake that was made and advised her, we could put the old tires back on or put the correct size tire on the vehicle. We believe at this point [redacted] attempted to contact [redacted] because they had only transferred enough money to cover the $841.33 which was the price of the incorrect size tires. [redacted] then instructed us to put the correct size tire on the vehicle.

We apologize for any inconvenience this has caused, but store did not do anything unethical. All we did was point out the mistake that was made and offer to correct it.

We would like to offer [redacted] a refund for the additional charge of $15.99 per tire and hope that he will accept our apology,

If [redacted] would like to accept this offer we ask that he return and see [redacted] the manager at this location.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There are 2 issues that are not addressed in your response to my complaint.

Number one, the Pep Boys website does not give alternate tire sizes for the Chevrolet Tahoe. I provided screen shots showing such. I believe this is done so that when possible customers check prices, Pep Boys shows a better price. But once in the store that price is not honored. Due to the website causing a size issue, we were charged an additional $83.40 over what I paid for the tires via the Pep Boys Website. This is a corporate issue not a location issue. The website needs to be updated so that no bait and switch could happen to other possible customers.

Number two, the tires were taken off by Pep Boys employees prior to verification or notice to [redacted]. Trained technicians should have reviewed the ticket prior to completing any work to the vehicle, which would have caught this issue. [redacted] was at the location and was notified of the issue after the tires were off and she was not free to leave when additional monies were asked for/needed. [redacted] was told the old tires could not be put back on once removed because work "had been done" on the vehicle. She was not offered once to have the old tires put back on, essentially she was hostage in the store until she paid the additional $83.40.

Regards,

Business

Response:

{Please see below.}

Business

Response:

Dear [redacted],

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

Our web site will give two different sizes for the Chevrolet Tahoe ,there are two different trim levels LS or LT, LS will give 17 inch tire and LT will give 16 inch tire.

Also our Service manager states he approached [redacted] as soon as the technician noticed the wrong size and gave [redacted] an option to put the old tires back on or for her to purchase the correct size, [redacted] choose to take the correct size at a $15.99 price difference.

Pep Boys has no control over the size tire a customer purchases online until they come in. We offered a $15.99 per tire refund to [redacted] and apologize for any inconvenience.

If [redacted] would like to accept this refund, we ask that he return to our facility.

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:

At this point it is my wife's word against the Service Manager.

However, there are several other complaints online against PepBoys and

my wife has no reason to lie in this matter. The Service personnel at

PepBoys told [redacted] that they would not put the old tires back on

because they had done "work on the vehicle" and held her there for 4

hours would not just let it go without any payment. This is clearly a

case of 'Bait and Switch" and also criminally false imprisonment to

prevent a person to leave with their property on their own free will. I

assume at this point that PepBoys is not going to take any

responsibility. Since that appears to be the case in this matter, I

will continue and with my complaint to wherever and whom ever will

listen, including [redacted], the Court System, further online

complaint systems, etc. I just want PepBoys to take responsibility for

their actions and acknowledge that they treated my wife unprofessionally

and inappropriately. A formal apology to my wife would be good for

starters, in addition to a mailed refund and maybe a little additional

for her 4 hour ordeal.

Regards,

Review: I have a VW JETTA '06. I got 2 lights: The Engine Light and the EPC Light.(Thursday 20: I took my car to my local Pep Boys (Store ID# [redacted]) They "insisted" to make their "Diagnostic" to know the "Real" problem in my car. So I accept this and I paid $44.99. The diagnostic: Mass Air Flow Sensor - Pressure Sensor. Repair total: $517 (Estimate) I accept and I was told that the sensor was going to be order and repair the same day.)(Friday 21: The car wasn't ready. The part that They bought, My car didn't accept it. So, They told me that They need to buy the part directly to VW. BUT my new Repair Total was going to be: $617 (Estimate). Once again: I accept this. The part and the car was going to be ready Saturday 22)(Saturday 22: The car wasn't ready. VW "supposedly" sent them the wrong part. So, I was told to wait until Monday 24. I accept this.)(Sunday 23: ? ? ? ?)(Monday 24: The car wasn't ready. They still didn't have the part. I was told to wait until Tuesday 25. They was going to pick up the part and "fix" my car. But now They low my repair Total: $476.28. I accept this.)(Tuesday 25: I was told that They got the part and They was going to call me when the car was ready. I never got the call, So I called them and my car was "supposedly" ready. I went to pick up my car with my wife and 2 kids in the bus (Paid $5) in a really bad weather (Heavy Rain). Between the Sale Manager was in a hurry mood and the mechanic in a sleepy mood, I got my car. I paid $444.58, because I used a 10% coupon. Everything looked fine... I started the car and drive for 10 minutes and for my surprise: I GOT THE SAME LIGHTS AGAIN!! The Engine Light and the EPC Light!!)I WANT MY $$$ BACK. It more than clear that they could not fix my car the first time. So I will not place my trust, time and money again in them. I thought that a big company, that sell things for cars would know how to fix my car. I thought that those small repair shops were going to steal me but now I know that the really thieves here are: PEP BOYS!

Product_Or_Service: SENSOR REPAIRS

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I WANT MY MONEY BACK. It more than clear that they could not fix my car the first time. So I will not place my trust, time and money again in them. I thought that a big company, that sell things for cars would know how to fix my car. I thought that those small repair shops were going to steal me but now I know that the really thieves here are: PEP BOYS!

Business

Response:

Dear [redacted]

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

**. [redacted] returned to our facility, where further repairs were rendered at no additional charge.

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

Regards,

Customer Service Coordinator

Review: I took my vehicle into pep boys for a repair on my shock. They had to repair the window in order to get to the shock, because I have a convertible top. After the repair, I drove to the end of the parking lot and returned the vehicle because the window was jumping. The gentleman looked at the window and returned saying nothing was wrong. I insisted that it was and they took in only to see that I was right. The vehicle remained overnite and when I recieved it back it was still not repaired. I phoned and refused to return the vehicle instead taking it to the dealer. Since that time, the payment that I made has not been cleared by my bank. I am not sure why the bank initially sent the check back since the money was there. However, I tried to stop payment on the check but it has now been redeposited three times. I have no problem paying for the repairs, but I have a problem paying for something that has not been fixed even after multiple returns.Desired Settlement: DesiredSettlementID: Refund

Either refund payment for the window or have it replaced with BMW parts in which the dealer would put in.

Consumer

Response:

Complaint Detail

I paid for peps boys to repair my passenger window. I have taken my vehicle back several times and my window is still jumping, it will go up and down and sometime get stuck. I was told by one of the service guys that parts were missing from the window, I phoned to ask why I was never told this and why did they charge me for a window they could not repair because of missing parts. I am still waiting for a response and my window is still not working correctly.

DesiredSettlementID: Replacement I would like my window repaired, even if it means sending to the dealer at pep boys expense.

Desired Settlement: Other (requires explanation)

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 7, 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

Business

Response:

We are in receipt of the complaint sent to our office by **. [redacted] dated August 7, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility and to your office for the delay in our response.

**. [redacted] was advised to take her vehicle to the dealer and if the repair needed has anything to do with the repair we did, than we will pay for that repair.

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

Regards,

Customer Service Coordinator

Review: I called Pep Boys and spoke to [redacted] who told me they have a promotion running Labor Day weekend to get a $100 rebate when purchasing 4 new tires. I agreed to the service and brought my car there and they started work and I left the premises. When I came back to pickup the car, [redacted] informed me that I need to purchase $51 of "insurance" on the tires in order to qualify for the $100 rebate. This is misleading advertising.Desired Settlement: Send me a check for $51 refund for the tire insurance

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on September 2, 2013. We would like to apologize to **. [redacted] for inconvenience he may have experienced at our facility.

Our advertisement clearly states that the warranty must be purchased to qualify for the rebate. However we do appreciate **. [redacted]'s patronage and would like to offer the $51.00 refund.

We ask that **. [redacted] return to our facility and ask for a manager on duty to receive his refund.

.

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

Regards,

Customer Service Coordinator

Review: On 9-28-2013 I dropped my car off to have my tires rotated and balanced as part of a contractual service for the 75,000 mile tires I purchased in June 2011. Shortly thereafter I received a phone call from [redacted], he said that my third brake light was out and that it needed to be replaced. I told [redacted] that I would replace the light myself, and that I did not need any additional services. A few minutes later I answered a call from the service department manager [redacted] and he said that he could not rotate my tires because the law prevented him from doing so due to safety reasons. He went on to explain that my front tires had a tread count of 3/32nds and my rear tires 4/32nds He then explained that he could rotate them if I purchased two new tires, so that the tires with the most tread were in the rear. I returned to PepBoys a few minutes later with my luncheon date by my side. I conveyed to [redacted] that I was not interested in buying two new tires, but instead ask him to quote me for 4 new tires and to include handwritten data on the tread count we discussed on the phone. I became suspicious of his actions when he was reluctant to write the tread count on my estimate, however he did comply. I was also leary due to a similar incident that occurred in December 2012. I immediately drove to [redacted] on [redacted] and obtained an estimate and tread count. Their quote shows that I have 5/32nds on both the front and rear tires. Shortly thereafter, I called Pepboys and spoke with the store manager named [redacted] and told him all of the above and ask him to have the District Manager of the store call me ([redacted]). That call never came. Last week I left 2 messages for [redacted] to call me, that call never came.In brief, Pepboys and its employees gave me false information and voided our contract on the 75,000 mile tires I purchased in June 2011. I am an average driver of 12,000 miles per year with 27,000 miles currently on the tires.Desired Settlement: I have received several estimates showing 5/32nds. I want to speak with the District Manager of the Store, I believe his name is [redacted]. This action requires more than a simple refund.

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 inconvenience he may have experienced at our facility.

**. [redacted] has provided the Area Director the with measurements taken at a competitor. While we measured 3/32" and 4/32" on two of his tires, that competitor measured 4/32" and 5/32". A 1/32" difference in readings.

For safety purposes, it has long been Pep Boys practice not to rotate tires at 4/32" or below. In this case, the customer is quoted replacement tires instead. **. [redacted] has a 75,000 mile warranty on his tires, but has driven only 27,000 miles. The store offered to replace the two tires that are at 4/32" and apply a adjustment based upon his mileage warranty that would save him 55% of the tire price ($53.75 per tire). In addition, the Service Manager offered to perform the installation for free (savings of $11.23 per tire).

Based upon the measurements of a competitor that two of his tires were indeed at 4/32", Pep Boys stands by it's decision to put the customer's safety first. In attempt to resolve the customer's complaint, We are offering the below choices:

1) Replace the **. [redacted]'s tires in accordance with the manufacturer's mileage warranty (each Tire discounted from $97.99 to $44.24 plus tax), absorb the cost of installation ($11.23 per tire), and refund him for the rotation he paid to have performed at a competitor ($19.95).

2) Refund **. [redacted] in full for the purchase price he paid to Pep Boys for the tires and installation ($466.96) on June 5, 2011.

**. [redacted] can respond via the Revdex.com or via email to the Area Director.

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:

Review: I paid to have my trucks' brake system completely reconstructed and all part replaced through Pepboys on 10/16/2013. Total bill being $1017.27. I had to return less than a week later to have them replace the brake pads they had installed because they said they were faulty. Then I called Pepboys early last week 11/18/2013 to notify them of further issues with a bad smell coming from the front brakes, they shrugged me off and told me they could not fit me in until this weekend (11/23/2013). Well this week I was involved in a car accident at my work site, no doubt a result of the brakes. Upon recommendation from a friend, I took my truck into a highly certified mechanic shop. This shop informed me that the caliper was installed wrong and was leaking fluid badly. I had this shop repair the shottie work and proceed to call Pepboys manager to at least try to get reimbursed for the negligent labor. He hung up me twice and I feel there is no professionalism with Pepboys. New mechanic stated parts were good, but installation was poorly done thus resulting in the issues described. Pepboys represents substandard work ethics and under trained mechanics.Desired Settlement: DesiredSettlementID: Refund

Brake fluid $69.99 + Labor to install Calipers $210 + tax(3.4%) $9.52. TOTAL REFUND= $289.51 preferably made to the Credit card the bill was charged to.

Business

Response:

Dear [redacted],

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

**. [redacted] met with the manager at this location and was given a refund.

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 into Pep Boys on 9/28/13 because my 2002 Pontiac Grand Prix SE was overheating. Pep Boys did a diagnostic test on my vehicle, which consisted of a head gasket pressure test and complete system pressure test, I was told the head gasket was fine, but the radiator and water pump were leaking. So, I was told the whole cooling system needed to be replaced, new radiator, new water pump, new thermostat, new upper and lower radiator hoses, 3 new heater hoses, new anti-freeze, new Intake Manifold gasket and then the whole system was pressure checked. When I picked up the car on 10/1/13, Store Manager, [redacted], told me the car was like brand new, the whole cooling system was replaced and under a one year warranty. On Wednesday, 11/27/13 I was on my way home from work in Thousand Oaks, I was on the freeway and noticed that the "Service Engine Soon" light came on and I looked down and the "Temp" light came on, the car was overheating, I immediately shifted the car in neutral and shut the car off and coasted off the freeway at [redacted] and pulled the car into the [redacted] mall parking lot, lifted the hood and let the car cool down for an hour, I then checked the radiator and the fluids were low, I added about a 1/4 gallon of anti-freeze and drove it 5 blocks home and parked it and called Pep Boys. I made an appointment and brought the car in on 11/30/13, the mechanic said that the cooling system failed and that I have a blown head gasket and it would cost $2,000 + to fix. I called store manager [redacted] on 12/2/13 and explained the situation, that the work they did on my car was under warranty, the cooling system that they replaced failed which caused the car to overheat and blow the head gasket, [redacted] stated that Pep Boys isn't responsible for the car overheating and blowing the head gasket. I spent 1,292.63 for the cooling system replacement and 5 weeks later the car overheats, blows the head gasket. Now I don't have a car to get to work and I'm told sorry, we can't help you.Desired Settlement: I want Pep Boys to fix my car, replace the blown head gasket and repair the cooling system, that's what I paid for.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 4, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service manager will work with **. [redacted] on the repairs that are needed.

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

Regards,

Customer Service Coordinator

Review: I drove a fully functioning wheelchair van to Pep Boys December 9, 2013. The van became inoperable immediately after the new battery was installed, and Pep Boys had it towed to [redacted] repair shop. The [redacted] repair shop indicated that the electrical system had been damaged due to faulty battery installation (possible reversed polarity). Pep Boys management vacillated between agreeing to pay 50% of damages and completely denying responsibility - and we patiently waited for them to give a final answer as to their intentions. Finally, we had to go ahead and authorize the repairs, as we had been without the custom van needed to transport our disabled daughter for nearly seven weeks. They seem to understand that they are at fault, as they finally provided an accessible vehicle to us for the last three weeks, and paid a portion of the repair bill. We do not understand the logic in Pep Boys' expectation that we share in the costs associated with their faulty workmanship, and we demand that they pay the repairs in full.Desired Settlement: Pep Boys has acknowledged responsibility in paying a partial amount of the repairs, as well as providing a rental vehicle for three weeks. We request that they reimburse us the for the amount we paid [redacted], which is $1954.47.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 30, 2013.. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

Our claims department is handling **. [redacted]'s case.

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

Regards,

Customer Service Coordinator

Review: We purchased 4 tires from Pep Boys #[redacted] in [redacted], CA on 12/29/13. The 4 tires and Intallation Package was purchased because the kind salesperson explained we could take advantage of a rebate offer. In the end we'd receive the price paid for one tire on a Pep Boys Visa Prepaid Card. ($149.90) We specifically asked about Road Hazard Warranty and understood we would have it with our purchase.

We had an excellent experience in the store. The Shop Manager and Mechanics went way out of our way to be sure we could be back on the road before they closed that night.

I submitted for the rebate online, within the appropriate time frame, including the necessary information. We were denied. The postcard we received stated "your submission for the Pep Boys rebate offer was declined for the following reason: Installation Package must include Road Hazard Warranty of all 4 tires to qualify." What is this???? We purchased qualifying tires and the Installation Package for all 4 tires as directed by the Salesman at the store. We thought the Road Hazard Warranty was part of the Installation Package, I actually still think it is.. I'm upset and confused and feel like we were duped by the Pep Boys system. Without the rebate, we would have made a different choice in our purchase.

Receipt Information:

Trans: [redacted] Store: [redacted] Reg: [redacted] Cashier: [redacted]

Rebate ID: [redacted] (PBA: [redacted]) - [redacted]Desired Settlement: I would like to be re-assured I have Road Hazard Warranty on my tires and the rebate offer honored.. a pre-paid [redacted] card for $149.90.

Business

Response:

Dear **. [redacted], We are in receipt of the complaint sent to your office **. [redacted] on March 27. 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility. The Service manager contacted **. [redacted] and explained that the warranty was not purchased at the time of sale. The service manager has made arrangements for **. [redacted] to go to another location at [redacted], [redacted], NV. The manager [redacted] will assist **. [redacted] by refunding and re-ringing the sale, so the rebate can be given. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Review: We took our car to Pep Boys in [redacted], IN to have the brakes repaired and check for a leak. They overcharged for parts, said repairs needed to be made that did not need to be made and tried to charge us for a leak test on an oil leak. There is no such test to my knowledge and is unknown to other Pep Boys stores when I checked. When I asked that they use standard parts instead of premium parts, as shown on their own store web site, the Store Service Manager said they were using standard parts and that the internest pricing was less than the in store pricing, so I believe that the Store Service Manager lied to me. They have had the car 7 days for a 4 hour repair. They have ordered a part and did not order it or have it delivered by overnight means.Desired Settlement: We need to finish the work at a reasonable rate, without added trumpped-up charges or I would like to take the car to another store to be repaired with no cost outlay to Pep Boys. I am very happy to do the second item at this point.

Business

Response:

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

office by [redacted] on June 27, 2014. We would like to apologize for any

inconvenience [redacted] may have experienced at our facility.[redacted] returned to our

facility and the service manager price match and worked with [redacted] with the

price .We again apologize as well as thank [redacted] for allowing us the

opportunity to address his concerns.

Regards,

[redacted] Customer Service Coordinator

Review: I took my vehicle to the PepBoys on [redacted], TX [redacted], for a battery replacement. I spoke with a service representative regarding the issues with my vehicle and left if for service for the battery issue. No quote, pricing or any other information was given by the representative. Later that day I receive a call notifying me that the service has been completed. I go to the store location and was invoiced in the amount of $160.00. Thinking this is quite high for a battery replacement, I ask what battery was installed and I was told [redacted]. After making payment, I go to check the service that was done on my vehicle and find that the battery installed was not a [redacted], but a brand called [redacted]. I go into the store to the battery section and find that the [redacted] is significantly more than the [redacted] battery.I find this to be an EXTREMELY deceptive practice. If I would have not checked the service done on my vehicle, than they would have succeeded in scamming me. This is also upsetting because some elderly people don't have the ability to lift a hood and check what was done. What if they do this with other automotive parts and accessories such as oil, brake pads tires etc. When we take our vehicles to be serviced we are supposed to have trust that the work stated that is being done, is. I will never be certain that this PepBoys location is safe, reliable, accurate or honest.Desired Settlement: DesiredSettlementID: Refund

I would like to be charged for what was installed, which was the [redacted] battery, this would require a refund. I was not happy with their solution and I cannot be sure that this will not happen to someone else.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] on June 2, 2014, We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility,

After [redacted] filed a complaint , he was contacted by the service manager. he apologized for the mistake, [redacted] does have a [redacted] battery in this vehicle .

Once it was found that they charged [redacted] for a [redacted] battery, but installed a pro start it was corrected. This was a human error . [redacted] was contacted and the store manager wanted to offer the difference between the two batteries of $16.00. If [redacted] would like to accept this refund we ask that he return and speak with Artura the service manager.

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.

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 this is not a solution. If I would have never checked the work, and drove off, I would be at a loss for the difference of the battery and any warranties. Also, I do not believe this was a human error, but rather a business practice. I will never trust PepBoys again, nor do I wish to visit or have a sort of service done at any of your Nationwide Stores.

Regards,