Pep Boys

Review: I had my vehicle towed in for a no start problem, which turned out to be the fuel pump but than they told me the ignition was bad so they replaced that then they told me the brakes were bad which turned out to be the master cylinder after they replaced the ignition the car still does not start properly and I have had excessive electrical problems and further repairs with another shop my vehicle was at their facilty for 2 months and when they told me it was done I started to drive the vehicle and realize there were no brakes because they never made the repair to them and could not find the right master cylinder so they never made the repair even after 2 months and were going to let me drive away with not telling me there was no brakes.Desired Settlement: To be paid for parts purchased and labor because I had to pay someone else to make repairs and to fix mistakes they made to wiring.

Business

Response:

Dear [redacted],

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

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

Regards,

Customer Service Coordinator

Review: Damage was caused to my vehicle while being serviced by Pep Boys on or about June 8.

On June 8 I contacted 1-800-Pep-Boys for a tow to the nearest Pep Boys ([redacted])for brake work.

On June 10 I picked up my car and there was damage to the back driver side top.

I immediately contacted the Pep Boys Service Manager, [redacted], on June 10.

He said that it was not the fault of Pep Boys.

He said it was the Tow Truck Company's fault, that the tow truck released the vehicle into trees and bushes and that is what cause the damage.

Pep Boys refuses any responsibility - although I called and paid them for the tow - I did not call or pay the tow truck company.

After dozens of phone calls to Pep Boys there is still no resolution to this matter.

Contact persons at Pep Boys is [redacted] ###-###-#### and [redacted] ###-###-####.

The towing company involved is [redacted] ###-###-####.

My case number with Pep Boys is [redacted].Desired Settlement: Repair to my vehicle.

Business

Response:

We are in receipt of the complaint sent to our office by **. [redacted] dated July 11, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

We contacted [redacted] who handles the towing, and they have confirmed that **. [redacted] has been contacted and a resolution has been finalized.

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

Regards,

Customer Service Coordinator

Review: Also complaining about unreasonable or excessive delay in completing a repair and repairs resulting in additional damage. On or about June 19, 2013, my wife dropped off her 2005 Nissan Pathfinder for an oil change. She was later contacted that the check engine light came on while they had the vehicle and that the cam shaft position sensor and spark plugs needed to be replaced, which she agreed to have done. When she picked the vehicle up, the truck was running very rough and the check engine light was still on. The service manager agreed to repair the vehicle saying now that the timing chain tensioner was bad and they would have to order it. After having the vehicle for a week and being told several times that we would have it back by the end of they day on June 25, we still did not have the car - they could not get it to run properly. We agreed to leave the vehicle since we were going out of town and would not be back until July 6. I called on July 5, to check on the vehicle and because I had not heard from them (they had my cell phone.) They told me it was idling high but should adjust over time and it was ready. On July 7, we went to pick the vehicle up and were told it still was not running right - the check engine light was still coming on and that we needed to take it to the Nissan dealership. I have already paid $650 to Pep Boys, over $300 for a rental and refuse to pay for the damages they have done for what started out as an oil change! The manager, [redacted] has never called. I have had to call him to find out any status and it takes for ever to get thru to him. He was not there on July 7 when we went to pick up the vehicle. I have left the vehicle until I can talk to him in person. This is by far the worst service I have ever received.Desired Settlement: Would like to have Pep Boys pay to have the vehicle repaired by the Nissan dealership and a full refund for their services. They have a sign in the customer waiting area for 100% customer satisfaction or your money back, and I am certainly not 100% satisfied!

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **.[redacted] dated July 9, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The service manager spoke to **. [redacted] when he came and picked up his vehicle. He drove his Pathfinder for more than 10 miles and did not have one problem at all. The work that was done was all no charge to the customer.

We explained that the previous work we performed on the vehicle did not cause the timing chain tensioner to fail. The vehicle left Pep Boys for more than 1 hour before it returned with a problem.

We immediately pulled their vehicle into the shop to try and resolve the issue. Once we identified the problem, we ordered the parts that would be needed to repair the vehicle. It took a few days for the parts to come in and customer was made aware everything we found and what parts would be needed and when they were scheduled to come in. We received all the parts and worked late to try and finish the vehicle before the customer left for vacation. Pathfinder is running fine

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

Regards,

Customer Service Coordinator

Review: I have complaints about Pep Boys in [redacted], MD, I hate when company are offering free services to lure people to the store just to buy something without actually honoring their promises, couple of months ago, I went to Pep Boys in [redacted] to install 4 tires on my car, tires installed and I paid for the service, then the guy at the front desk gave me one of those membership card to accumulate reward points anytime I shop in their store and that with the card, I will get free tire rotation and more, I said OK and signed up, about 4 months after I went to Pep Boys website to make an appointment just for tire rotation, I got to the [redacted] MD store and was told that I have to wait for 2 hours because their tech is at lunch, I said but I have an appointment, the point of making an appointment with any company is to be available for you when you get there, I told the lady this is not acceptable and that its a complete waste of my time to make an appointment and come for the appointment with no service, this was on a Saturday, the lady apologized and book the appointment again for Monday at 630PM, I said Ok, I went there on Monday and met another guy, Lord and behold, he told me the same thing, two hours wait because the tech is at lunch, I said what is going on, this is my second time here with appointment and no service, Its like the front desk people are trained to say the same thing, TECH AT LUNCH, 2 HRS WAIT, what is the point of having appointment, at this point I know that this reward program is a scam and just to get people to come and shop in the store, they have no intentions of honoring what they promised for signing up, I believe if I told them that I want to do paid service, the tech would be available, SO PLEASE STOP DECEIVING PEOPLE AND STOP THIS REWARD CRAP, I will continue to write about this and hopefully I would get an answer.Desired Settlement: I like to them honor their reward program and a complimentary service

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated August 28 , 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

**. [redacted] was contacted, the store manager apologized and asked **. [redacted] to return to our facility for a free oil change and tire rotation.

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

Regards,

Customer Service Coordinator

Review: On Monday October 14 at approximately 11AM, I went into Pep**ys requesting an oil change and tire rotation. After my 2010 Nissan Altima Sedan went into their garage, the service tech then showed me that an engine mount located on left side of engine had broken, causing engine to become loose and put pressure/stress on the vehicles wheel drive mechanisms. I asked how difficult is it to replace? They said it would take less than 10 minutes but the part is expensive. I asked how much is the part. They would not give me an answer. The store manager "**" then said he would have to look it up. After his "researching" he comes back and tells me it's about $195 for the part after tax/labor. At first I had a bad feeling, I could not believe that part could cost so much. [redacted] then said to me "it's a fast job so, we're not going to charge you labor" I gave him the benefit of the doubt and said to go ahead due to the fact I was in a hurry for work and severity of issue. After doing the same "research" ** had done, I come to find out the part costs $65. His associate [redacted], then told me that the parts get marked up. The icing on the cake was when they had done damage to my vehicle after paying the full amount of $258.75 which included synthetic oil and oil filter change. I immediately brought this issue to **'s attention, I was visibly upset. ** said that he will arrange a rental vehicle for me by Enterprise to pick me up while repairs are done to my vehicle.

Product_Or_Service: Motor Mount

Order_Number: [redacted]

Account_Number: N/ADesired Settlement: DesiredSettlementID: Refund

I would like a refund for the full amount of $258.75. Clearly I am not happy about this, damage was done to my vehicle and I was over charged by over $130. **'s excuse for that was "I have to pay my mechanics" which by then I snapped back "You charged me over $130 for 5 minutes of labor that your mechanic took short cuts on using the wrong tool for the wrong job which has now resulted in suspension damage...all that for a #130 profit???!" PepBoys promises satisfactio

Business

Response:

Dear **. [redacted],

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

Customer returned to our facility and received a refund for $170.00.

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

Regards,

Customer Service Coordinator

Review: After having very experience repair work done I had to go to another pep boys to only find out that again this store in [redacted] has again put my life in danger by not tell me that my motor and axils needed to be repaired/replaced which I believe should have been told to me at the [redacted] store. I also, believe that a good repairman would have told a customer of these much needed repairs and it makes me wonder if ALL!!! the other repairs were done correct or even needed again POOR!!! customer service and I want a REFUND!!Thank you, Revdex.com

Product_Or_Service: Varios car repairs

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I think in all fairness the least pep boys could do is REFUND my money for all repairs, Thank God nothing serious happened and as told by the pep boys in [redacted] the pep boys in [redacted] knew these things were not only needed they were NECESSARY!!Thank you, Revdex.com

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on December 13, 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] brought two vehicles in for an alignment, it was found that she needed the tie rod end and hub assembly. A week later she went to another location for a brake inspection, nothing was found with the brakes, but they found the axle needed to be replaced. An axle boot can tear at anytime,

If at the time of the alignment the mechanic noticed the axle damage, it would have been brought to **. [redacted]'s attention, our mechanics would never jeopardize a customers life by not recommending a repair. We would never not advise a customer of a repair, if we feel a part needs to be replaced. We apologize if this was not found at the time of the first repair.

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

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

Regards,

Customer Service Coordinator

Review: On 12/22/13, we took our 2007 [redacted] for service (headlight replacement on front driver side). The headlight housing unit was broken during the service and we were told by Pep Boys Manager [redacted] that a new part would be ordered to replace the damaged housing unit at no cost. We have called each week following up on the status and have been given the run around. First we were told by service deptartment they were unaware of the problem and will be ordering the part. We called again to follow up (week of 1/13/14) and was told by Service Manager [redacted] that they were still unaware of the problem and will be ordering the part - stated he will be calling us back to schedule appt for service. We called back again and problem has not been resolved.

Product_Or_Service: replace headlightDesired Settlement: DesiredSettlementID: Replacement

For Pep Boys to fix damage caused by mechanic and replace the headlight housing unit on driver side of 2007 [redacted]. If not to pay for [redacted] to repair damage - headlight housing unit part ($244.69) and labor ($57.50).

Business

Response:

Dear **. [redacted],

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

**. [redacted] came if for headlight replacement on Dec. 22, 2013. According to the mechanic who worked on the car, one side was damaged. We were only able to replace the one side. The assistant service manager at the time agreed to take care of the headlight assembly replacement. The service manager at this location had been in contact with **. [redacted] and was taking care of ordering the light from the dealer.

This service manager was then transferred to another location and failed to follow up with the order, the customer or let anyone know of the status of this issue, so that we could take care of it. We apologize for this delay, the part has been ordered as of today and as soon as **. [redacted] contacts the store and speaks to [redacted] an appointment will be set up.

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

Customer Service Coordinator

Review: I initially had my brakes and rotors done in the summer of 2012, I had problems with them not even a year later, the driver side brake started grinding into my rotor. I took it to another mechanic and he said that this was absurd and that this should never happen within 10 months of getting brakes if not ever. He also stated that the passenger side brake was fine, so Pep Boys had obviously put on the driver side rotor and brake incorrectly. So on 1/19/13 I took my car back to pep boys and they did say that they had made a mistake and they did fix the brake and rotor for free. I am presently having this same issue again..its just the driver side brake grinding into my rotor and the passenger side brakes are fine. Pep boys has stated before that they guarantee their brakes and rotors for 18 months. I am considering the very last time I went there) on 1/19/13, the date that they last worked on my driver side brake)the date that they should uphold their guarantee on these brakes. My husband called today and Jose said that they did not have my info in the computer for this date, which they must because that was the date they re-fixed my rotor, I did have a $0 balance but it must be in the computer somewhere. I'm presently searching for my receipt but I do have 2 witnesses ( my cousin and best friend were with me) and I have emails from them both asking info about my car which is how I found out the exact date. I feel this is completely unfair, brakes should NEVER grind into the rotor like this especially after 1 year of use and also this company guaranteeing brakes for 18 months. Please help! [redacted] ###-###-####Desired Settlement: I would just like them to fix my brake and rotor on the drivers side which was initially replaced by them, and I feel like they did not fix properly in the first place because I had this problem twice since I took it there. I just want it fixed

Business

Response:

Dear **. [redacted],

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

**. [redacted] came to our facility on May 21, 2012 invoice # [redacted] with 119,038 miles on the vehicle, the services performed at that time was front ceramic brake service and 2 front brake rotors. On that day, we recommended rear brake shoes, brake drums, and wheel cylinders. Repairs totaled $300.34 with tax. Rear brakes were making noise and **. [redacted] declined the recommended repairs needed. .

**. [redacted] returned on January 19, 2013 (invoice # [redacted] with 126,161 miles), we replaced brake and one brake rotor at no charge. We recommended left outer tie rod end, front tires and alignment again **. [redacted] declined the recommended repairs needed.

**. [redacted] recently called the store stating that she needed brakes because the left side was grinding. We informed here that the warranty had run out, but stated bring it in and we will see what we can do for her.

We could not promise that we would again do the repair at no charge, , until we looked at the vehicle.. **. [redacted] informed the Service manager that she was going above him, and then hung up on.

Several messages were left for **. [redacted], by the management team, wanting to advise **. [redacted] that they would like her to bring her vehicle in, so they can inspect the vehicle to see if the parts needing to be replaced can be warranted.

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

Regards,

Customer Service Coordinator

Review: I went to the pepboys september 2013 .I wanted them to check out a very loud noise coming from my car.It was the engine making a screaching sound and shaking with a loud thump when shutting it off and driving it.I asked for the fluids to be checked which they said they did and they said that it was my fan motor assembly needed to be replaced. They wanted approximately $500.00 to fix it.The lead mechanic also stood there and insulted me saying my car was a piece of junk and to get rid of it.Meanwhile,they never did check the fluids because a week later after I spent $130.00 getting the fan motor assembly part online and was going to have a mechanic install it, I decided to open the hood of my car because the car was starting to overheat and the engine was sounding like a ton of bricks was slamming into it. When I checked the oil there was no oil. When I checked the antifreeze there was none. I had my car serviced for an oil change three months earlier there,and had my car checked for the noise problem two times after. I had to rush to get antifreeze and four quarts of oil in my car before I was about to break down in the middle of a main road. I have had no leaks for the oil to have disappeared and no leaks for the antifreeze to have disappeared. My car hasn't been burning oil nor antifreeze. From one month ago when this took place since I put oil in my car and antifreeze there is still the same amounts in the car. No leaks, no burning it up, nothing. The car feels like it has undergone a shock with feeling rough now when driving but since I put all the necessary fluids, there is no shaking,no noise,nothing. It didnt need to have the fan assembly and motor replaced. It did need to have oil and fluids put in. I dont know how the fluids were all drained, but a month earlier I had gotten a radiator flush and had them fix my ac unit they said needed freon. I believe they didnt replace any fluids then either. They didnt check at all.I contacted their managers about ten times with no resolve.Desired Settlement: I wish to have the services they charged me for and the charges I have incurred now with returning the fan assembly part. I have lost days from work and also been under stress driving a car which only needed oil and antifreeze. The radiator flush and the oil change they did in april and another oil change in august. I never drove more than a few hundred miles. I would like a refund of these services Totaling $ 304.17

Business

Response:

Dear **. [redacted],

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

We will as a customer satisfaction refund **. [redacted], but we will need her to send us the work order numbers that total the requested amount of $304.17

**. [redacted] can send the work order numbers through the Revdex.com, once we receive the work order numbers we will review and a check will be requested.

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

Regards,

Customer Service Coordinator

Consumer

Response:

s[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,

To Pep Boys:

You already have ALL the work order numbers . Please do not belittle or minimize the amount of damage your facility had done to my car. I am sure there is more damage which has come from the delinquent behavior of your service men not checking my oil and trying to sell me on other car parts while damaging my car by not servicing it properly.

I had to order a new fan belt and assembly when I didn't need it. I had to take off time from work to receive it. I had a screeching noise from my car for days from no oil in the engine and no antifreeze in the radiator. I ASKED YOUR SERVICE MEN TO CHECK THE OIL OVER AND OVER AND ALL THE FLUIDS WHICH THEY IGNORED. THERE IS NO WORK ORDER FOR THAT! INSTEAD I WAS TOLD MY CAR WAS A PIECE OF JUNK!!! TIME AFTER TIME SERVICES WERE NOT DONE OR DONE IMPROPERLY. I BELIEVE THIS IS INTENTIONAL DAMAGE FOR CUSTOMERS TO COME BACK FOR MORE REPAIRS. THIS SHOULD BE YOUR WARNING ABOUT WHAT IS GOING ON AT THAT PEP BOYS IF YOU DON'T ALREADY KNOW IT. A SIMPLE THING TO PUT OIL IN , BUT THEY SAID IT WAS MY FAN ASSEMBLY, MY AIR CONDITIONER RECHARGE OVERPRICED AND STILL FAULTY WORKING, RADIATOR FLUSH WHICH DIDNT IMPROVE ANYTHING BUT DONE FOR THEIR MAKING MONEY. OIL CHANGES WHICH I DIDNT SEE CHANGED BECAUSE I ENDED UP WITH NO OIL IN MY CAR, AND NO LEAKS ANYWHERE!

I have given only the minimal cost amount of damage that your pep boys have done. I am sure if I get the car checked and get a few estimates the damage will run into the thousands. I am asking for the minimal amount so I can just pay off the credit account I have with pep boys, cut the card up and never in my life return to any of your facilities. All the charges on my card are from services done at the facility obviously weren't done properly and I was charged for services which weren't rendered.

All the services I had at pep boys weren't done properly or I wouldn't have any troubles after being in there for the last year. Please refund all the services that are charged on my pep boys account. You have all my records there. Please do not ask me for anything else since you have already gone way over the limit of harassment with remarks saying my car is a piece of junk and to get rid of it.

I will await for the check. Do not ask me to send you anything. ALL THE SERVICES WERE NOT DONE PROPERLY. REFUND ALL THE SERVICES.

Business

Response:

Dear **. [redacted],

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

With the telephone number that we have for **. [redacted], we are unable to find the work orders, in order for us to resolve this matter, we will need the work order numbers.

Once we receive the work order numbers a check will be requested.

Regards,

Customer Service Coordinator

Review: I ordered a set of four tires over the internet at Pepboys.com with the assumption that I would get the price of one tire back in the form of a gift card. They had a promotion Buy three tires and get the fourth free. I submitted my order online and schedule an appointment to have them installed, and chose to purchase the warranty, and followed all the needed steps to qualify for the rebate. After the tires were installed I was told that the warranty might be voided because I did not choose to have the tires balanced, and this was not an option offered when processing the order online, nor was this service offered to me when I brought my vehicle to the store. When I asked why I wasn't made aware of the fact that not having my tires balanced might void the warranty I was told that they could do nothing because I had submitted my order online not at the store. After that I was given the rebate form to submit the rebate claim, and so I did. After processing I was told that the items I bought were not part of the rebate items. I called them and was told that they could do nothing because the tires I purchased were not part of the rebate items and that I would have to go to the store to get this resolved, but at the store they told me they could do nothing because my order was submitted online.Desired Settlement: I want them to honor the rebate I was offered. They should have better coordination between their online processing and what happens at the stores. It is a shame that they blame one another between departments.

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 she may have experienced with our rebate process. We contacted our rebate department and the explanation for the mix up was that the tires that **. [redacted] purchased at the time/date were not part of the rebate until the following month, however **. [redacted] did purchase the total package and she would qualify for the rebate the following month. Our rebate department will process her rebate, it will be sent to the address on her original paperwork. We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns. Regards, [redacted] Customer Service Coordinator

Review: I took my [redacted] Truck to Pep Boys for brake repair on 11-25-13. Shortly after the brakes to feel funny. It went on and then my dash board lights would come on and off intermittently. The brakes got worse so I brought my car back to Pepboys on 2-14 and told them my concerns. I was to come back because they were busy. I told them I was afraid to drive home. I managed to get home. I called another mechanic who to me to bring my car in immediately. The brakes were gone so I had my car towed to his shop. He told me the previous person hyperextended the brake brakes and ruined my brake booster. etc. He proceeded to repair the brakes for a cost in excess of $1500. I told him how angry I was and would file a complaint with Pepboys. He said it was justified because the brake repair done by Pepboys messed up my whole braking system. I had to rent a car in the interim of being without a car. I filed a complaint with Pepboys on May8 and heard nothing, so I filed another complaint with customer service on May 15 and no satisfaction. When I first met with the local manager of Pepboys to discuss this issue, she told me they should have never sent me away with non-functioning brakes!!!

I called customer service today, May 14 and was told my case was denied because they spoke with the mechanic that repaired my brakes and that he didn't blame them for the damage from prior brake work done by Pepboys. This is a LIE! I have been in contact with [redacted] at [redacted]'s [redacted] and the told me that he faxed them a report stating that it WAS their fault. I was then told today that my case is closed. I am also getting conflicting reports. Customer service at Pepboys said they got the report, but the local Pepboys said they never got it. These people need to get their lies in sync.

I am very upset about this and something needs to be done to my satisfaction. My next course of action will be legal.

I have copies of all the necessary paperwork to back up my case.Desired Settlement: I wish to be reimbursed for initial brake job, brake booster and other damages that occurred as a result of damages from initial repair. I also want to be paid towing, car rental and any other legal remedies owed to me.

Business

Response:

Jun 9, 2014Dear [redacted],We are in receipt of the letter sent to your office by [redacted] on May 13, 2014. We would like to apologize for any inconvenience [redacted] may have experienced at our Pep Boys facility.[redacted] came in on November 25, 2013 stating that her vehicle was making noise when turning, so we wrote a ticket up as a brake inspection and test drove the vehicle, when technician pulled the wheels off he noticed that the pads in the front were low causing the noise and continued the inspection and noticed that the rotors were below specification ,so we advised [redacted] that she needed.A front brake replacement with rotors and she approved of the work of $280.68 which the labor was discounted from $138.00 to $110.40 and the pads were discounted from $41.99 to$ 33.59. During the inspection we noticed that the rack & pinion boots also were torn and we recommended a replacement, But Ms.[redacted] declined. When work was done we test drove vehicle and no noise was there[redacted] called back a couple of months later stating that her brake pedal is going to the floor and her engine light is on so. We advised [redacted] it had nothing to do with a brake repair. [redacted] than went to another facility other than Pep Boys, in February 201,4 and they replaced an air fuel ratio sensor master cylinder and a booster. The air fuel ratio sensor has nothing to do with brakes and a master cylinder can cause a pedal to go to the floor, but it has nothing to do with replacing the brake pads and rotors three months prior.The technician at the other shop is stating that Pep Boys hyper extended the brakes to cause brake booster to go bad which if that was possible [redacted] would not have been able to drive the vehicle for three months.The request for a refund has been denied.We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.Regards,

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:

They made no reference to the fact that I came in and told them brakes were still giving problems. The day I took it in it had no brakes and they sent me away saying they were busy. The next morning the lights were still on and still no brakes!! I towed it to another mechanic. They sent me away with no brakes!!! My complaints remain the same. The other mechanic insists he sent them the reason for damage to my car was the damage was the hyperextension.

Regards,

Review: pep boys on powers drive orlando fl, 32818. took them over a week to complete an auto repair, a tuneup. twice when I came back to pick up my car it stalled. I had the manager there twice he concurred that it

stalled twice and wasn't fixed right. came back a 3rd time, they charged me an additional $150... I was quoted the total repair being $1039 which is excessive for a tuneup but I paid it. 4th time back

still car not working. they advised me another part was needed, and said it would be another $140. so now we are $290 over what I was originally quoted and 1 week into a repair. I pleaded with them

to take their time, fix it right and TEST the car before you call me to pick it up... they did not. in fact, they claim they called me. each time I came back I had to call them and ask if it was ready.

I can show you phone records of NO calls from pep boys. I was lied to, not only about the repair being done, but not being called. I understand it's an older car and we're all busy and make mistakes.

3rd or 4th time into a mistake is ridiculous. I filed a complaint on the pep boys site but all a manager did the next day was advise they received the complaint and ask me to pay an additional $140.Desired Settlement: I want an apology and a credit of $700.

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 inconvenience he may have experienced at our

Pep Boys facility. [redacted] did return several times with his vehicle

after our first repair, however the first time was due to the distributor

failed, which we would have no way of knowing if a part is going to fail. We

replaced the distributor. The next two

times [redacted] returned with repairs needed that had nothing to do with the

prior repairs. One repair was a fuel pump and the next was a computer.

We do apologize, however we are declining a refund , due to the repairs

[redacted] received had nothing to do with the repairs needed.

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

[redacted] Customer Service Coordinator

Review: I ordered some parts from Pepboys online and chose the option to pick them up from my local store in [redacted]. Nothing was to be charged until I picked up the parts. The parts were supposed to be available for pickup that day but they were not. That was okay, but the next day they were not available either. Everyone who I talked to in the store had a different explanation/answer to when the parts would be available for pickup. After being strung along for five days, one of the managers finally explained that the reason the parts hadn't come is because none of the stores had them. This was frustrating as I wish someone had told me that five days earlier, but I found them cheaper somewhere else anyway so I was not that mad about it. Two weeks later, when looking at my bank statement, I noticed I had been charged for all the parts. I called Pepboys to see why and they explained that someone must have pushed the order through. You would think they would simply refund my money as it was there mistake, but instead they asked me to bring a copy of my bank statement to prove that I had been charged. I provided them a copy and just when they were about to refund my money, the manager said she couldn't without me coming in to the store because it would have to be in cash. The next day, I was told they could not even refund my money in cash because they needed to see why I was charged. It has been over three weeks since I placed the original order which I never picked up and I am still dealing with them to see my money back. At this point they have stolen my money. I called corporate and they explained that an investigation needed to be done, tapes needed to be reviewed to ensure that I never came to pick the parts up. I have completely lost my patience. Dealing with Pepboys has been a nightmare and they have stolen my money.Desired Settlement: I want my money back. I also want to be reimbursed for the inconvenience this has caused me. They took a significant amount of money without my permission and I have nothing to show for it. It has caused me to be late on my bills. I did not budget for Pepboys to steal my money. I want my money back and something for holding my money for this long. Whether it is a gift card or free services, I deserve something for dealing with this companies incompetence and poor practices.

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] was given a refund.We again apologize

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

concerns. Regards, [redacted] Customer Service Coordinator

Review: I called and explained my issue (06/19//06/20//06/23) (Pep Boys, [redacted] NY([redacted] both times) and that I needed a lower right ball joint. After giving all the pertinent info I was asked on the vehicle I was quoted a price of $170 plus tax, I also requested a tire rotation.The vehicle is a 1989 [redacted] pick up.After calling to re confirm, I dropped the vehicle off and again had to re-verify all vehicle info to ensure it was correct. The price quoted did not change.An hour later I received a call stating "they made a mistake about the type of vehicle and now the price was $400 to have job completed. I respectfully declined.1st I answered and verified all info requested.2nd a price was gave and I accepted that.It is not my fault that your reps made a mistake on the price and I feel that the quote given should of been honored.I guess a companies word is no longer worth a darn but if this is how you do business then what can I do. I'm just one person.I will never use your service again.I am making sure word of mouth reflects what happened, and after I post this on my [redacted] account I will be filing a complaint with the Revdex.com.Again it was your companies error not mine and just because your labor time increased I am asked to pay for it.Thanks for the exceptional service provided.Desired Settlement: I would like them to honor the arrangement set forth and complete the work at the price agreed upon.Its there error

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated June 24, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.**. [redacted] called requesting a price for the lower ball joint installed. The associate quoted an estimated repair cost of $178.00 Plus tax, but would have to verify when the vehicle arrived, .

The vehicle was dropped off and when we inspected it and the vin number was recorded, it was found that the vehicle called for two different listings, and the repair would be a more expensive part and labor.

Before the service was started **. [redacted] was contacted and this was explained, at that time **. [redacted] declined the service, but seemed understanding. Before **. [redacted] left, he expressed his concern over the price and at that time was offered a $100.00 off the price of the repair. **. [redacted] indicated he would call for an appointment.We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: on april 30 2014 our vehicle was taken to the pep boys for service on something they had not taken care of, but that is ok it is not the complaint.While they had the vehicle they destroyed the drivers side panel where the door and window electric system is, one of the mechanics popped it up and did not know how to put it back in and did not put it back as it was when the vehicle was brought in for the service on another issue.This vehicle has been at this location on a few times and no other person has vandalized the car as he did, the mechanic said he was trying to raise the window up and could not get it up, why didn't they call [redacted], my son, and ask him if it was ok to leave the window down because they could not get it back up? I do not know.When [redacted] came to pick up the vehicle not one of the mechanics took him to the side to tell him what they had done to the inner door panel on the drivers side, they let him go to the car and find it popped up and not able to put the key in the lock to open the door. Because he went back in and asked what they had done, and he was upset, and he spoke to them in that tone of anger and being upset the mechanic became rude and called the police on the customer after he was gone. That same mechanic gave the police [redacted]'s phone number and asked [redacted] not to go back to that location and the police office understood why [redacted] would be upset because he also knows about [redacted]'s and that door panel should not have been popped. [redacted] gave his word he would not go back to that location for any services.I called filed a complaint for refund of the lock with pep boys on May 1 2014 and they still have not taken care of anything.[redacted] regional manager wanted [redacted] to take the car back to the same location that the police officer advised [redacted] not to go back to, and [redacted] said no he will not take his car back to the location where he was treated wrong and leave his car in their hands again.Who would.Desired Settlement: Pay for the lock that had to be done because the panel was popped out.$138.03 to [redacted].

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated May 2, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our Pep Boys facility.**. [redacted] requested a refund be given to [redacted].A check for $138.03 was mailed out today July 24, 2014.

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

Regards,

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

Review: I [redacted] purchased 4 brand new tires and wheels from this company and was almost killed due to the wrong size when trying to make a turn, the wheels rubbed my inner fenders and destroyed them, After several attempts to have Pep Boys correct this problem nothing has been done, nor have I received a refund. Matt P[redacted] and Supervisor Brandon did nothing but make promises and lies. Not only did they endanger my life and almost cause an accident due to installing the incorrect wheels and tires they caused sever damage to my pickup. I have been trying to get this problem solved since I purchased back in February 2014 and they just lie and lie.Desired Settlement: I would like a complete refund like they promised and the refund to have my truck repaired from the damage they cost for the amount of 2,684.22

Business

Response:

Dear [redacted],

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

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny AvenuePhiladelphia, 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:

[redacted] PA [redacted] Phone # ###-###-####

Regards,

Business

Response:

Dear [redacted],

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

We again apologize, but our prior response stands firm.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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:

To Whom It may Concern

Review: I went into this shop for a battery cleaning and left with a car that began smoking and running hot. They were not authorized to work or look at any other part of my vehicle but did so and in doing this created damage to my radiator which before this visit had not been leaking at all. A piece that goes over the top was also not put back in place properly (loose with not screws). I am disappointed and very upset.

Product_Or_Service: Battery Cleaning, Negative Battery Wire TighteningDesired Settlement: DesiredSettlementID: Replacement

I would like my radiator to be repaired or replaced if necessary.

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on October 29 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.Customer did return and had the repair rendered. The complaint was resolved.We again apologize, as well as thank [redacted] for allowing us the opportunity to address his concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132Phone: ###-###-####Fax: ###-###-####

Review: I had an appointment scheduled on June 16th, 2014 for my [redacted] in to have my brakes looked at. I dropped the vehicle off at 9:00 am and by 4pm I had not received a single phone call. I made several attempts contacting them and first they stated they were waiting on the parts to replace the front and back brakes. By 8:00 pm that evening still nothing was done and they were still waiting on parts. I asked at that point to speak with a manager and was told they were gone for the day and I would receive a call back from him the next day. In the meantime a manager from a different department spoke with me and apologized for the situation, but it would have to be the repair manager to speak to me. I picked up the car and was told to bring it back the next day and they would have the parts and work would be done. I took my car in the next day an for the inconvenience I was told I only had to pay for the front breaks and they would take care of the back due to the inconvenience.Upon receiving the car back I could hear noises and took the car back in and was told everything was fine. The noises continued and I took my car in to an independent mechanic and was told at that time that all of the wrong parts were placed on the car and was unsafe for me to drive. He replaced the work that Pep Boys did with the correct parts. Since then I have contacted an attorney and sent two letters regarding this matter and they have gone responded. I have left several messages with managers locally to discuss the issue and do not receive calls back. It has now been five months and nothing has been resolved. I am not going to let this issue go as it Pep Boys error and they need to be the ones to fix it.

Product_Or_Service: Break ReplacementDesired Settlement: DesiredSettlementID: Refund

I want to be compensated for the amount I had to pay to Pep Boys for the front brakes and the money it cost me to pay the independent mechanic to fix the damage that they did. I am looking to be reimbursed $653.83

Business

Response:

Dear [redacted],We are in receipt of the complaint sent to your office on December 1, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.A claim was entered in September 2014, and a refund check was sent to [redacted]. Attached is a letter sent to [redacted] along with the check.We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..Regards,Robin S[redacted]Customer Care SpecialistPep Boys3111 West Allegheny AvenuePhiladelphia, Pa 19132

Review: I brought my vehicle into Pep Boys because it was overheating. Hours later, they couldn't figure it out. They gave me a cooling treatment and placed dye in to check for leaks. They instructed me to bring it back in a few days to be to better determine the problem. I brought it back to be "diagnosed." The attendant told me that the mechanic found that my electric cooling fan motor needed to be replaced along with my thermostat. The bill was $634. I waited all day, paid, and left under the assumption my vehicle was repaired. The next day, my vehicle overheats again. I return it, explain that the problem is still occurring and that I paid to have it resolved Hours later the attendant informed me that the mechanic (different from before) saw that the radiator is causing the issue and that it needed to be replaced. The previous mechanic mis-diagnosed the problem. The attendant attempted to present me with an ADDITIONAL bill for $717. I politely declined and announced that I won't be paying for the mechanics mistake. I asked respectfully for a refund or to have my vehicle repaired at no additional charge. The manager agreed to comp. the bill due to the mistake if I left my vehicle overnight (extensive labor). I accepted. At 1:30p.m. I had yet to hear from anyone. I called the store to inquire, the attendant informed me that the current mechanic replaced a coolant temperature sensor, and he thinks he fixed it, so I can come get it and "try it out." Our agreement was that they would replace the radiator. They neglected to call and inform me that there was an additional mis-diagnosis and that there was a change in the procedure. This service's price was $110. I asked for a refund because the initial problem that I paid for wasn't the problem. I paid for parts to be replaced that didn't need to be. After being disrespected and undergoing unprofessional and uncaring attitudes from managers Steve, Rusty, and Brian they declined my request for a refund inspite of incompetence and the lack of integrity

Product_Or_Service: Elct. Cooling Fan Motor, Thermost., labor, sensorDesired Settlement: DesiredSettlementID: Refund

I'm requesting a refund because I paid to have parts replaced that didn't need to be replaced due to two mechanics misdiagnosis. I paid $634 when the problem really was $110. I believe they knew all along that the sensor was the problem but they wanted to rip me off. Reason being, when the problem occurred again after paying $634 the attendant thought that I would be willing to pay an additional $717 even though the problem hadn't been resolved the first time.

Business

Response:

Dear Ms. [redacted],

We are in receipt of the complaint sent to your office on January 14, 2015 by Ms. [redacted] We apologize for any inconvenience Ms. [redacted] may have experienced at our facility.

[redacted] came in the first time on December 29, 2014 WO# [redacted], she advised that her vehicle was overheating and that it just started to happen. The location wrote her up for a coolant system evaluation for $34.99. They inspected the vehicle and found that it was low on coolant. They could not find where it was leaking, so they also put dye in it. They ran the vehicle after filling the coolant back up and got all the air out of the system, it was not overheating at that time, they were unable to find any leak. They advised her that the coolant was low and it was topped off and was now running and not over heating, they advised her to drive it and bring it back so they could check again to see if the dye was present.

We documented in the comment section of the customer's work order. They customer left and then returned again January 3,2015 WO# [redacted], she said at this time is was only running hot when she came to a stop but started to drop once she started driving, the technician pulled it in and found that the electric fan had stopped working all together, they unplugged it and provided power directly to the fan and it would not come on, they advised her that it needed to be replaced. They also advised her that the thermostat had failed after over heating, We replaced the electric fans and thermostat, they put the fan in and before installing it into the vehicle they supplied power to ensure the fan was operational. Once it was installed they replaced the thermostat and ran the vehicle. It was good to go with no issues, they test drove it and it was not over heating. All this except the test drive can be viewed on our closed circuit.

Mrs. [redacted] returned again on the January 10,2015 WO# [redacted], she stated it was running hot again at this time they brought it back into the shop, where they found the coolant temp sensor had went out, this was replaced at no cost to her. There were several other items that were recommended to her during her service that she declined to have completed, one bring a coolant flush. The work that was done was completed and needed, she is now wanting all her money back stating it was just the sensor from the start, that is not the case, we advised her a number of times that she could come in a review the CCTV validating the fans were not working and then working after we replaced it with new one. Once the initial issue was corrected a senor went out, we replaced it free of charge to try and help her out. We have made the offer several times for Ms. [redacted] to come in a review the work completed, but she has denied that request. We stand behind the work we completed.

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

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

Philadelphia, Pa 19132

Business

Response:

Dear Ms. [redacted],We are in receipt of the rebuttal sent to your office by Ms. [redacted]. Ms. [redacted] did return to our facility on January 25, 2015. the manager on duty wanted to write up a work order and inspect the vehicle, but Ms. [redacted] would not allow that to happen, she was just requesting a refund.After we rendered the prior repairs her vehicle was running and not overheating. Ms. [redacted] continues to drive the vehicle.Our offer still stands to have the vehicle inspected and find the problem if there is an overheating issue. Ms. [redacted] can make an appointment and the Area Director will make sure he is there for her appointment and inspect the vehicle himself. The request for any refunds are being denied.Regards,Robin S[redacted]Customer Care SpecialistPep Boys[redacted]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:

On January 25th the store manager sent Nathan the mechanic on duty that day outside to verify if the vehicle was over heating. Nathan confirmed to the manager and then he proceeded to write a ticket for my vehicle to be fixed. After 5 accounts of incompetence and unprofessional service I have every right to not want a 6th occurance. I was not comfortable in have anyone from Pepboys repair my vehicle on the grounds of not having the problem solved for 5 times prior. I brought my vehicle there to show the manager that the vehicle was overheating which supported my reasoning for a refund.

Review: I purchased a prostart battery 4/30/11 and have had problems with this battery ever since holding a charge. I finally took my van the [redacted] place in [redacted] on 8/7/13 for tests. They said it was the battery. I went to Pepboys on 8/8/13 where I purchased the battery because I have a 72 month prorated warranty, 2 year replacement for free. They tested the battery The reading was battery is good but the state of charge is low. Of course it is low because it won't hold a charge. They were unwilling to stand by the warranty.Desired Settlement: I would like Pepboys to honor their warranty and replace my battery for free since I have had multiple problems with this battery. I'm 82 years old and it's a hassle when I run into the grocery store and come out to find my car won't start.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **.[redacted] dated August 20 , 2013. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

**. [redacted] was contacted and advised to return to our facility for a replacement battery.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,