Pep Boys

Review: I first took my 2001 Mitsubishi Montero to Pep Boys in July 2012 to have preventative maintenance performed prior to an extended road trip. Less than two (2) weeks after services were rendered I began to experience mechanical failure with my vehicle. I promptly returned it to Pep Boys for further service and solution. They’re custom service agent told me that the problems with my vehicle were a direct result of improper installation by Pep Boys themselves. My vehicle was in and out of Pep Boys for the next four (4) weeks due to these complications. I was even directed by Pep Boys to replace additional parts that I later found out were not failing parts but instead an incorrect diagnosis from them.

I filed with Pep Boys a grievance about their services and demanding a refund for parts and services that they provided and also parts and services they professionally told me had to be done. I have spoken with the parts manager, the corporate offices, and lastly the area manager but still have had no resolve to my situation and meager attempts to come to a resolution. I last spoke with the area manager about this issue on December 20, 2012. He told me he would go to the location investigate and call me back the following week. I have initiated contact with Pep Boys each time. They have never called back when they said they would and still have not attempted to offer a solution to the issue at hand.

I have had to result to other means of assistance in order to try and get this problem resolved. Customer service has not been provided and I have been told several times “it’s out of my hands” but do not hear from the person that is supposed to be handling my grievance. Will you please help resolve this issue that has continued on for far too long?Desired Settlement: I believe due to the extent of the matter and problems incurred that I should be refunded everything paid to Pep Boys and also reimbursed for the cost of my catalytic converter replacement.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated April 8 , 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] filed a complaint, a claim was opened, claim number #[redacted] and [redacted] was offered 50% refund.

If [redacted] does not agree with this offer, he will need to contact his claim adjuster.

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

Regards,

Customer Service Coordinator

Business

Response:

{Please see attachment.}

Review: The pep boys in [redacted] did a diagnostic test on my 2004 pt crucer and did a pressure test and told me I had a crake in my radiator and a blown head gasket gave me a quote of 2400 then two hours later they call and say good news you don"t have a crake in the radiator so now it will probably only cost aaround 1600 for the head gasket and we should replace the water pump too. did not approve the repair and had it towed to another place where they replaced a sensor cam total bill 125 and it is fixed this past jan I took my car there with a friend and he told them it seamed like the thermostat and they called and said it was but I had a bad oil leak(which I still don't have to this day) and some other stuff wrong and it would cost close to 1000 I told them no just do the thermostat I can't afford all that in which the response was well you have 1500 available on your credit card weren't you going to charge it? that gave me a bad vibe now after this last experience I want to put in a complaint so people are worned about themDesired Settlement: I mwould like the 44.41 they charged me for looking into the problens and a estimate that was faulse

Business

Response:

Dear **. [redacted],

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

**. [redacted] was contacted by the service manager who apologized and offered **. [redacted] a refund.

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

Regards,

Customer Service Coordinator

Consumer

Response:

Review: I took my toyta camry to pep-boys I wanted the front end checked and the brakes. They called me told me they wanted $1,000.00 I said don't do the front end just the brakes they said the back rotors needed to be replaced and the brakes bleed. it was going to cost $209.00. I said ok then an hour later they called and said that the brake caliper bracket was stripped out and needed to be replaced and they wanted another $100.00. I told them no I would not pay that because how did I know that they didn't strip it. he told me he had all ready put on one of the rotors but he couldn't put the other one on or bleed the brakes until the bracket was fixed. I said no again I told him not to do any thing else to the car I was having it towed he offer to do it for $60.00 I said no when I went to get the car he told me he put my old rotor back on so there was no charge for the rotors but he charged me $34.00 to inspect the front end and brakes. After getting home and looking at the invoice on one page there was a lot of information he was to fill out but he didn't I paid for that information and I think they should give me my money back the information should have told me how thin my rotors were and how much brake lining was left, I took it to another shop and they told me there was noting wrong with my rotors and that there was nothing wrong with the bracket or the caliper only thing I needed was to have them bleed.Desired Settlement: DesiredSettlementID: Refund

They should have to give me my money back because they didn't give me the information that I should have gotten as part of the break inspection. They should also get in trouble for lying about the caliper.

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

Review: On August 31,2013, I took my Honda CRV to Pep Boys to have an Alternator Drive Belt put on my car, it is also called a Serpentine Belt. The belt was put on my car. The next morning while driving to church ,I heard all these noises coming from under my hood. I stopped the car and could see parts of the belt on the ground upon opening my hood; I found the belt almost gone and my powersteering container off its holder flowing into my car. I took the car back to Pepboys and they told me to leave the car because they did not have another belt and now I also needed a water pump. It woud cost $647.53 I told them I would not leave my car because after two trips I wanted another mechanic to fix my car; I did not want them to continue to give me grief and frustration with my car. I had my car towed and a reliable mechanic fixed my car. I bought another Serpentine belt for $27.99 and a water pump for $64.99. Pep Boys charged me $55.98 for the same Dayco Serpentine belt plus $72.80 in labor for a total cost of $148.78. Pepboys also told me if I had the water pump put on elsewhere I woould have to bring my car back for another belt from them. I have had to have my car towed twice because of their neglect. I stopped payment on my check because of all the problems I had with their service.Desired Settlement: I want an apology letter and not to pay for lousy service.

Business

Response:

Dear **. [redacted],

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

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

Regards,

Customer Service Coordinator

Review: I took the car to Pep Boys for an oil change. First Pep Boys improperly installed the oil drain plug washer resulting in the washer leaking. This is not the first time this has happened. I have had numerous oil changes at Pep Boys and several times they have either put the wrong grade of oil and/or failed to install the oil drain plug washer resulting in leaking oil. Then they blame the oil leak on me and attempt to sell me unecessary repairs to fix the "oil leak." But more importantly, Pep Boys caused additional damage to the car while it was in their shop.

The rear brakes immediately started griding immediately after driving off. Pep Boys also yanked and damaged the rear emergency brake cable and I now have no emergency/parking brake due to Pep Boyx. The rear brakes were fine before and Pep Boys did something to the brake pads to wear them down in an attempt to have me buy brakes fromt them. I took the car to my regular mechanic and had him repair the rear brake pad and I was unable to afford to repair the parking brake cable damaged by Pep Boys.

The next thing is that Pep Boys damaged the passenger front strut mount. The car is making a rattling sound ever since I got it back from Pep Boys.

The next thing is that Pep Boys damaged the power steering hoses. The power steering was fine and immediately after getting it back all the power steering fluid leaked out and the pump started whining and now I have no power steering.

Pep Boys also damaged a CV boot which was relatively new on the vehicle in an attempt to get me to buy one from them. I informed them I had the CV axle they damaged the boot on, on lifetime warranty with NAPA auto parts and told them to order the replacement and install it for free and they refused.

The Pep Boys employee got upset when I accused him and I had to get a refund for the oil change from his manager after two visits back, but none of the additional damages caused by Pep Boys was ever repaired.

Complaint Detail: I went to get a tire from Pep Boys. While Pep Boys was driving their car and it was in their shop Pep Boys damaged the automatic transmission shift mechanism causing the vehicle to be unable to shift. Eventually the shifter handle broke off completely and the car was towed to a transmission shop due to damages which occured during the time period Pep Boys had the vehicle.TranslateDesired SettlementPay for the damages caused by Pep Boys. I had to take it to another shop to have the damages caused by Pep Boys repaired.

Desired Settlement: RepairDesired Settlement: I need Pep Boys to pay for a Nissan Dealership to properly repair the damage caused by Pep Boys.

Business

Response:

Dear **. [redacted],

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

Vehicle was brought to our facility for an oil change. When the vehicle was raised the strut mount was completely torn so the tire and strut assembly fell from the upper mount location.

We identified the problem and offered a resolution. **. [redacted] was also advised of the oil leaks and power steering leaks, but declined any repairs.

Replacing a tire cannot make the transmission to go bad.

We find no wrong doing on behalf of Pep Boys and will not take responsibility for any refunds or repairs.

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

They are responsible for the damage to the vehicle and their shop caused the damage. The strut mount was fine prior to the car entering their shop. Furthermore, the transmission shifter was fine, and Pep Boys forced the lever causing it to break.

Their shop is responsponsible for the damages caused to my vehicle. It is more than a coincidence that multiple things break just immediately after the car was taken to their shop and their employees are careless and do have have adequate skill to work on my vehicle and have caused damage. They need to pay for the damages which they caused. They have refused to pay for the damages which they caused and accept responsibility.

I hereby demand that the case be sent to arbitration.

Regards,

Business

Response:

Dear **. [redacted]:

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

We again apologize, but our prior response stands firm.

Regards,

Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Clearly Pep Boys damages the vehicle. The parts of the vehicle were fine then Pep Boys damaged the vehicle while they had control of the vehicle. They were the only shop to work on this car which damaged it.

I hereby demand that the matter be set for Revdex.com vehicle repair arbitration. Thanks.

Regards,

Consumer

Response:

I previously bought two tires from this store. The tires were low quality and much worse than the tires I usually buy at [redacted] Tire. Additionally, this store broke my transmission shifter when the installed the tires and previously denied responsbility for the damages the store caused.Now, I have come back to the store to force them to honor their free tire rotation which is part of the tire contract purchase. At the store, the store manager reneged on the free tire rotation and refused to rotate my tires. This caused me a wasted trip.

Desired Settlement

Would like a refund and/or them to pay for the damages they caused to my vehicle and/or to replace the strut mount and to do the free rotations which I am entitled by the tire contract to.

Desired Settlement: Refund

Review: On 10/05/13, I took my car to Pep Boys to have my rear brakes checked and replaced (tracking # [redacted]). A few weeks later, 10/30/13, my brakes did not feel right when applied so I sheduled an appointment for Saturday, 11/02/13. On Friday, 11/03/13 while driving to work, I heard and felt a pop from the back of my car. When I applied my brakes, they felt incredible off and unstable. There was a very loud metal on metal grinding sound. I immediatedly rescheduled my appoinment for that dat (11/01/13) so that I could drive there directly from work. I told the mechanic I wanted to be there to see exactly what was happening when he took of the tire. Upon checking the brakes, we both say that the brake pad assembly had completely broken off and was simply hanging there. It was not long in a place for brakes to be applied safely. Instead, the metal edge of the pad assembly was grinding against the outer part of the rotor. The mechanic stated he did not know how that would have happened and said he could repair it if I wanted him to. I told him I wanted and expected the entire brake job redone with all new parts. I admitedly was very angry with his casual response and the seriousness of the issue. Had that part completly broken off and gone into the wheel, the situation for me could have had a completly different outcome. I am filing this complaint simply to hold them accountable for this problem so that it does not happen again to any future customers.

Product_Or_Service: New rear brake job

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Although I have indicated a refund, I have only selected that out of amger and frustration with the situation and the lack of concern of the mechanic. I don't expect a full refund or even a partial refund but want the situation taken much more seriously by Pep Boys.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] on November 13, 2013. We would like to apologize to **. [redacted]e for any inconvenience he may have experienced at our facility.

The Service manager tried to contact **. [redacted] and again apologize. [redacted] is absolutely correct when he states the problem could have been much worse. However, the failure was not due to workmanship, rather it was a material defect, which we can not predict or control. What we can control is the empathy and understanding displayed in this type of situation. We apologize if **. [redacted] feels he did not receive the level of attention expected regarding this matter. We have addressed the lack of concern regarding **. [redacted]' situation with the store manager and Area Director responsible for this location.

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

Regards,

Customer Service Coordinator

Review: I took my 2007 Chevy Silverado to Pep Boys on Sunday 11-17-2013 because my truck had a light on that said engine power reduced. Pep Boys ran the diagnostic and said it was the throttle body and it just needed to be cleaned due to heavy carbon build up. [redacted] stated to me that luckily it didn't need parts it just needed a good cleaning, so I agreed to have the work done. This cost me $589.00. On Tuesday morning, 11-26-2013 the engine light appeared again and gave me the same message as before. I once again took it to Pep Boys and this time [redacted] told me it needed a Throttle Body and it was going to cost an additional $400.00 After a lot of arguing with [redacted] and the manager [redacted], he agreed to credit me $129.00 toward my bill since I told them that they should've fixed the problem the first time around and they just wanted more money out of me. I also contacted the customer service line for pep boys and was given a case # of [redacted]. I was then contacted by Tony the asst manager and he stated to me that the district manager told him to resolve the issue. They decided not to charge me for labor and only the part. So now I paid them an additional $207.00. On Saturday at 7:30 p.m. 11-23-2013 my truck left me stranded at work with the same engine power reduced message. I called Pep Boys and spoke to [redacted] and told him the problem and how frustrated I was and that I needed the truck towed to them. He said to call the 1-800 # for pep boys to get a tow truck. I stated to him that I wasn't going to pay for this tow because this issue should have been resolved already and they have no right to get more money out of me for a job that should've been done right the FIRST TIME! Now my truck is going to sit at Pep Boys overnight until Sunday morning. I want this issue taken care of and I want my truck in working order for all the money I paid for.

Product_Or_Service: Throttle BodyDesired Settlement: DesiredSettlementID: Other (requires explanation)

I want the truck fixed and in good running order, this is what I paid Pep Boys for and I trusted them to fix my truck, not [redacted] me over like they have done the past two times. The diagnostic said it was only the throttle body and this was replaced by what I think is a new part. I DON'T want to dish out more money for them to tell me something else is wrong. This looks like they are just screwing me over for more money for work that is not prope

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on November 27, 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 she came to pick up the vehicle, he advised her of the findings as well as shown her the printouts **. [redacted] seemed satisfied with the outcome.

As a Customer Satisfaction, we will offer the requested amount back to **. [redacted] of $207.65.

A check will be sent to [redacted] at [redacted],TX [redacted]

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,

Consumer

Response:

I had filed my original complaint and was given complaint # [redacted]. Unfortunately, I am having issues once again with this business. On the 26th of November 2013, I got my truck back from Pep Boys and they had retrieved the stored engine codes in my truck and reset them so the truck would be in working order. Now on Sunday December 08, 2013 at 4:20 p.m. my truck has once again left me stranded. It would not start, so I called the Pep Boys towing number to have it towed to the location on [redacted]. It was about 5:20 p.m. and I spoke to [redacted], who advised us that it wasn't the battery, starter or alternator, but he would let the manager [redacted] know for him to take a look at it in the morning. At about 11:30 a.m. I received a call from **. [redacted] stating that it may be a body control module that wasn't sending signal to the starter. I asked if this was going to cost me anything since they have never really fixed the truck to begin with because since the 17th of Nov it has been breaking down repeatedly. He stated to me that if it had nothing to do with the work they did before they will have to charge me. I do believe this issue is from the previous work they did before, since they never had the truck completely fixed. In a span of 3 weeks, it has broke down 3 times since they claimed they fixed it. I believe they are retaliating against me because of the initial complaint I made before. How convenient that my truck keeps breaking down within 7-10 days. This looks very criminal and fraudulent on Pep Boys part. They are quick to charge me money but they aren't quick to remedy the problem. This has been very frustrating on my part. I have to get to work and pay my bills. Pep Boys NEEDS to fix this asap! And fix it the RIGHT WAY. If I am without a vehicle, I need a rental during that time. I am a paying consumer and expect to get results when I pay for something. Somebody needs to fix this problem once and for all and stop jerking me around, I'm not an it! Product_Or_Service: Throttle Body Gasket Spacer/ Cleaning/reset codes

Desired Settlement:

The truck needs to be in working order for what I paid for and not having to be taking it back to Pep Boys every week because something they did to mess up my truck. The truck should've been fixed right the first time and never left me stranded two additional times within 2 weeks. I need some relief and some answers quick. If they have to send my truck to be fixed elsewhere, so be it, I am not paying them another dime on my par

Business

Response:

Dear **. [redacted],

We are in receipt of the rebttal sent top your office **. [redacted].

**. [redacted]'s vehicle has been rpaired at no charge.

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: [redacted] Chevy of [redacted] contacted me on Thursday December 19th, I spoke to [redacted] in the service department ###-###-#### who informed me that the dealer had repaired the problem with my truck at no cost because it was covered under a Emissions Component Limited Warranty. I asked the dealer if this was in fact a recall for the 2007 Chevy Silverado because that was what I was told by Pep Boys, but was told specifically by [redacted] that this was not a recall and it was something that was included in a warranty from 09/21/2007 to 09/21/2015 or up to 80,021 miles whichever comes first. He has given me full documentation stating this and the work that was done and was repaired by the Chevy Dealer at no cost.

Regards,

Review: Took my vehicle to this facility for repairs. Keep in mind I purchased the parts to be replaced and left the facility with the parts. They said it would be done in 4 hours max, which turned into almost 24. Then I drove the vehicle no more than 57 miles and I now have another issue with my vehicle as the result of their negligence. I contacted the manager to explain my problems and have continued to get the run around. I need my vehicle towed as I will not drive it and cause any further damage and the manager is still giving me the run around. Don't know what I should do but call the Ford dealership have them come pick it up and perform the repairs.Desired Settlement: I am gonna give the Ford dealership a call to have them do the repairs correctly and would like for Pep Boys to refund my money or take care of the new charges from the ford dealer.

Business

Response:

Dear **. [redacted],

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

[redacted]'s vehicle has been repaired.

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

Regards,

Customer Service Coordinator

Review: We spoke to the Service Manager and PEP Boys Customer Service. The problem is as follows:

1. We dropped off my son’s [redacted] on Monday, April 11, 2014 for clutch work. The Service Manager stated we may have to order the part and have the work done by Tuesday evening. My son stated that he would be off from work for the next four days, but he would like his car back as soon as possible.

2. On Tuesday evening we called around 5pm to see if the vehicle was ready. There was a flywheel problem and the part had to be sent to some machine shop. Okay, when will the car be ready? We will have it ready tomorrow morning.

3. Wednesday came and again no update on the vehicle until we called at 5pm. Someone answered the phone after it rang and rang. That person stated he just got to the shop and would have the Manager call us. No call until after 7pm and the update was the machine shop brought back the wrong flywheel and we will have it for you tomorrow.

4. Thursday came and no phone call again, until we initiated contact and was told that the flywheel arrive too late yesterday and the mechanic will not be back until Saturday.

5. I went to the shop and the Manager proceeded to lie and provide the worst customer service that I have ever seen in my life. The lie about the flywheel being the wrong one has turned into the flywheel just arrived too late. Then the information about the original mechanic must finish the job and your son told me we could keep the car for the whole week. No, he told you he was off for the next four days which is Monday, Tuesday, Wednesday and Thursday and then had to return to work!

There were no courtesy phone calls on status of vehicle repair made to us during these four days. We had to initiate all contact with the shop and the information received was all convoluted. If they could not handle the job, they should have said so.

I have been a steady customer for the last fifteen years without incident, but this one takes the award! I am very disappointed with this situation.Desired Settlement: I need this car back today! And I deserve a substantial discount to the convoluted price: The original estimate was 499 (given to us by another Service Manager just 2-3 weeks prior while picking up the vehicle after other work had been completed), which then turned into around 800 (told to us by this Service Manager) and now is 1400.

Business

Response:

Dear **. [redacted],

We are in receipt of the

complaint sent to your office **. [redacted] on April 14. 2014, We would like

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

facility.Below is the response from the store manager on **. [redacted]'s

concerns. Monday April 14, 2014 We contacted both

crs on file and left a message. When **. [redacted]'s son [redacted] came

to our facility he wanted to know about having the clutch replaced for $495.00

we advised him at that time that he would need to leave the vehicle ,we would

call him with a complete estimate before we even start the work.

We also advised [redacted] he had the option to take the

car now. [redacted] said okay I will leave the car. We went into detail explaining

that to do the clutch job the proper way we will need to send out the flywheel

to be resurfaced. So yes technically the book states 6-8 hours in addition to

lay up time for machine shop turn around on the flywheel. The customer stated he

had four days before needing the car. We did not anticipate the car going into

the weekend otherwise we would of stated that in the beginning.

I did run into a Mechanic schedule issue- the

Mechanic I had start the car on Monday was off Thursday and Friday- here is

where I let the ball down, and this is the main reason the car needed to be

completed on Saturday. **. [redacted] came into the store very upset , I spoke with

her explaining that we can not have a different mechanic finish a job someone

else started. At this time she told me the pricing changed several times. I

[redacted] personally told her that I am the same person who spoke with her

son and took the car in, I am alo the same person who made one phone call to her

son for job approval which was estimated at 1400.00 When I made this call I was

given the okay for the work, customer still had opportunity to decline , because

as I stated on drop off I would call and get authorization before even touching

the car. [redacted]''s mom at this point told me she knew about the phone call because

she gave the approval for it. This is where I do not understand how they are

stating the price changed over time- when I personally made one phone call-

allowing them to say yes or no. I called on Saturday to update the customer

about completion and offered a 10% discount on certain lines for customer

satisfaction. I went over the invoice in detail with [redacted] on the phone and

everything was okay. They came to pick up the car.We again apologize as well as thank **. [redacted] for allowing

us the opportunity to address her concerns.

Regards,

[redacted] Customer Service Coordinator

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because: there were three different quotes. One at the completion of the first job and then two during the time they had the car. To satisfy the complaint they decided to give us 10% off which was the same as the coupon we brought in and then we're not allowed to use ii in conjunction with their discount for the aggravation.

Review: Went to Pep Boy for a "Tune-up" Dropped my car off there on 5/14/2014. I left all my phone numbers with them as well. On 5/15/2014 after work I went to get my car. My car had not even been worked on yet. I got NO call with this info before I went to the shop. They asked ME if anyone called me and I said no. I left. While at work the next day, I get a call from a lady telling me my car would be ready @2pm. I said fine and that I will pick it up after work. This time when I get there, I'm told I have to wait another hour or so!. After leaving that place, I noticed that my car was running really rough. When I stop at a stop light, it stops running and I have to re-start it. I got on the highway and 12 wheeler behind me almost hit me because I lost all power and then it kicked in! This branch of this company needs to be closed! A lady got an oil change and they couldn't find her keys for over an hour! They got me for $250.00 for my tune-up! They are ripping people off.Desired Settlement: I want my money back! My car runs like a truck now. It wasn't before!

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by [redacted] dated May 19, 2014. We would

like to apologize to [redacted] for any inconvenience he may have experienced

at our Pep Boys facility. [redacted] was given a full refund. We again

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

his concerns. Regards, [redacted] Customer Service Coordinator

Review: 1. Advertised product not available (Alloy Car rims/wheels [redacted] 700). Pepboys Warehouse inventory showed that several rims of the desired style were available. However, after an hour or more of calling different stores and warehouses by [redacted] Pepboys staff, none were found to exist even though they were showing up within their inventory database. Pepboys staff at other store/warehouse locations could not seem to compete a task as simple as identifying the product in question or keep their inventory up to date. Once it had been determined that 4 of the desired rim/wheels style could not be purchased, I had to select another style. This issue occurred on 4/30/14.

2. My second choice in rim/wheel styles was available and 4 were purchased via internet from the [redacted] Pepboys. The online purchase went smoothly and 4 rims were shipped and received shortly thereafter. However, the style of rim advertised and shown on the website was not the same as what was received.

3. Several requests were made via email and phone to Pepboys Customer Care to determine if the style advertised was availalble, and if so would Pepboys agree ato exchange/replace them with the ones received. Several weeks have gone by since this issue began and I've yet to receive any reply to my latest inquiries. I do not consider this acceptable or timely customer service!Desired Settlement: 1. Receive a prompt reply from Pepboys to address the issue at hand.

2. Immediately replace the style of alloy rim received with the one advertised (w/chrome accents) if available.

3. Require Pepboys to improve customer service, advertise and show the exact product they are selling as well as keep their product inventory updated!

Business

Response:

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

office by **. [redacted] on June 20, 2014. We would like to apologize for

any inconvenience **. [redacted] may have experienced at our facility, **. [redacted] was contacted and

advised that we will send him the shipping labels to return the wheels he

received and reship the correct wheels.We again apologize as well as

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

concerns. Regards, [redacted] Customer Service

Coordinator

Review: pep boys has been my main source of car care since 2010. I have 3 vehicles which have been serviced by the [redacted] store. in January 2012 I had rack and pinion steering replaced on my [redacted]. I have been having the tires rotated and aligned on a regular basis since that time. last alignment was less than 10,000 miles. this car is mostly driven to work on freeway. today, brught the car in for oil change and check alignment, has some minor drifting to the right.last tire rotation was 7000miles ago. no tire wear discussed at last visit. today I was informed of the need to replace parts of the rack and pinion formerly replaced two and a half years ago, namely the tie rods and the labor to fix this part. I spoke with the service manager as I know something about car parts. tie rods don't go bad easily and shouldn't unless parts are defective or were not originally replaced as stated in jan 2012. he was full of excuses as to why this might happen but could not own up to the possibility of defect or having not replaced the part originally. then the technitian proceeded to tell me as a result of the bad tie rods ,my two front tires needed replaced. funny ,they were running a special on faulkan tires. in any case, very little was done to remedy the situation. I paid over 1000.00 two years ago,440.00 for this second attempt at fixing the same problem and I would like this place investigated for dishonest practices. possible advantage taken of female client.putting in bad partsI would like a refund of my money spent and the tires that were ruined replaced free of charge ( due to negligence/lack of integrity). this would be a fair settlement but my trust in this business is gone!!! in 4 years, not even one service man is still there, turn over is high and speaks for itself.Desired Settlement: DesiredSettlementID: Refund

refund of labor charges 440.00new tires to replace their faulty work this business has a record of the services performed

Business

Response:

ear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 23, 2014. We would like to apologize to [redacted] for any inconvenience she may have experienced at our Pep Boys facility.On January 3, 2012, we replaced the rack and pinon , also preformed alignment mileage on the vehicle at time of this visit was 57505.

The next visit was on May 5, 2012 [redacted] stated she hit a pothole in road. We preformed alignment under warranty mileage this visit was 62021 no other parts or labor were done.

On October 5, 2013 mileage 73591 we replaced front brakes, changed oil and filter , replaced both left and right hub bearings and preformed alignment which , [redacted] charge $79.99 [redacted] also advised that her vehicle was pulling to the right, we also balanced tires for her on that day if there was a tire problem we would have found it that day

The next visit to the store mileage was 82247, we replaced rack and pinon that was leaking [redacted] had a warranty for the part, so we charged her for labor and found that two outer tie rod ends were bad these were original parts never changed out , also preformed alignment for $49.99

Pep boys position in this matter that rack and pinion was covered 100% however labor warranty was only 3 months 4,000 miles stated on initial invoice dated on January 3, 2012. Customer claim of part not being replaced is not valid. Additional work was the installation of outer tie rod ends which required replacement and were original parts Since 2012, [redacted] has returned for repairs other than rack and pinion.

A full refund is denied however we can offer trade in credit on old tires for customer satisfaction. If [redacted] would like to accept this offer, we ask that she return top our facility and see the service manager.

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

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

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

Review: I had a very troubling experience having Pep Boys Rochester Store #[redacted] repl[redacted] the bolt on catalytic converter on my 1992 [redacted] pickup. Before I outline the details of the experience, I want to say that I was greatly appreciative of the customer service I received by the Service Manager, [redacted]. Unfortunately, the quality of service performed by the mechanics was careless and unprofessional.

On June 7, 2014, I dropped off my [redacted] pickup to have its catalytic converter repl[redacted]d with one I provided from [redacted] as well as an alignment at a total cost of $223.31. When I picked up the car, your employee assured me that it was in complete working order. When I asked if any issues where encountered I was told that there were none except a crack that was “pre-existing” on the section of exhaust pipe after the catalytic converter. The following is an overview of the problems I encountered:

Issue Set #1: When I started the car and drove home it was clear that there was a new major exhaust leak and not just a crack. Once home I inspected the work that was performed on my truck and I discovered the following issues:

1a: Pep Boys did not repl[redacted] all hardware with new bolts; they left one of the old bolts on that was still rusted onto the flange when I inspected it.

1b. Pep Boys did not repl[redacted] all the nuts; they left off the nut on the rusted bolt.

1c. Pep boys used [redacted] on the catalytic converter flanges in addition to the gaskets I provided. I was not asked for this additional and incorrect procedure but was charged $13.98. [redacted] is not recommended to be used on catalytic converters by both [redacted] and [redacted], the manufacturer of the catalytic converter I supplied.

1d. Pep Boys damaged the s-pipe after the catalytic converter by using enough force to bend and tear the s-pipe near the rear flange. This was a new hole as evident by the shiny metal edges around the hole without any rust or carbon deposits. I believe the extra force and bending of the s-pipe was a result of the fact that they had to bend the s-pipe to remove the catalytic converter because the mechanic did not remove all the bolts.

1e. When I arrived home and called Pep Boys to explain the situation the Customer Service representative, [redacted], he implied that I was lying and hung up the phone before I could explain all the issues.

On June 8th I went into the store in person to talk to [redacted]. I suggested that although I did not know for sure of the integrity of the s-pipe prior to service I knew it did not leak. I suggested that I would provide a new s-pipe and all the gaskets if Pep Boys would perform the installation. [redacted] agreed this was a fair and equitable resolution. He also agreed to remove [redacted] and replace the rusted bolt that was left with a new nut and bolt.

On June 16th I returned to Pep Boys to have the agreed upon service performed. The cost for the [redacted] was refunded to me.

Issue Set #2: On June 17th I noticed a rattle and inspected the work performed on June 16.



2a. One of the nuts on the rear flange of the catalytic converter was not tightened against

the flange. It was cross threaded when installed and was more that ¼ inch from the flange causing the bolt to rattle.

2b. A second nut on the rear flange of the catalytic converter was lose, although not cross

threaded, but still not tightened against the flange.

On June 18th I returned to Pep Boys for the third time and had these 2 nuts tightened.

Issue Set #3: On June 19th I inspected the work performed on June 18th.

3a. The nut to referred in issue 2b was never tightened.

3b. Although I supplied new gaskets for the work performed on June 16, the old gaskets were

reused because they still had [redacted] on them.

3c. The new gaskets referred to in issue 3b that should have been used on the service

performed on June 16 were never returned to me.

3d. Both the front and rear flanges of the catalytic converter leaked excessive exhaust

On June 22nd I returned to Pep Boys the fourth time to have the issues outline in Issue Set #3 resolved. Prior to the service being performed [redacted] asked what should we do if the exhaust continued to leak. I said that if the two surfaces of the flanges are flat there should not be any leaks and that if there was a leak it may be a result of damage to a flange. There was no leak at this flange prior to any service performed. Again, I supplied new gaskets. I was unsure if the new gaskets I had supplied before were still at the store after not being used or returned to me. They were returned to me after I inquired about them.

After the service was performed I went to inspect the work with [redacted]. The front flange gasket continued to leak but I was assured that the flange was not damaged.

Issue Set #4 On June 23rd I inspected the work performed on June 22nd by removing the forward flange bolts of the catalytic converter to inspect the flange.

4a. A washer was not used with one of the nuts on the rear flange of the s-pipe.

4b. The grade 5 bolts used by Pep Boys were all damaged because the force used to try to

tighten the flanges together, which was impossible (See 4c)

4c. The flange on the pipe prior to the catalytic converter was severely damaged. The pipe

actually extends a short distance through the flange. The little piece of pipe showed extensive damage. The flange itself was also damaged. These issues made an exhaust leak inevitable. The damage to the forward flange and pipe was evidently caused by the mechanic trying to separate the old catalytic converter from this flange with an air hammer or other similar device.

4d. The mechanic tried to cover up this damage by the use of [redacted] on June 7. Without the J-

B Weld and the limited strength of grade 5 bolts the flanges could not be sealed.

Of the four times I took my truck to Pep Boys Rochester Store #[redacted] to resolve a variety of problems I left the store misled, and with exhaust leaks, lose bolts, and/or missing washers. This not only demonstrates incompetence on part of the mechanic but a lack of concern for safety. Any of these issues could lead to an injury or fatality. For these reasons I do not feel safe returning to Pep Boys Rochester Store #[redacted] to address the issues in Issue Set #4. I feel that I gave more than ample opportunity for Pep Boys to complete the job correctly and in a safe manner. At this point in time I wish to take my truck elsewhere to have the service completed correctly.Desired Settlement: As a final resolution I request a refund of $107.80, the total cost charged to me to remove and replace the catalytic converter.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office by **. [redacted] dated July 11, 2014. We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our Pep Boys facility.**. [redacted] was contacted and asked to return to our facility for a refund.

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

Review: my car is still running hot they were to put a new water pump & thermostat on my car. that was not the problem and they refused to look at my car any furtherDesired Settlement: I would like to get a refund or my car fixed correctly because they did not solve the problem

Business

Response:

Dear [redacted],

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

The service manager spoke to [redacted] and reminded him about the discussion they had at the time they found the initial problem with his vehicle. The manager wrote on the work order under comments" Customer is fully aware that there is something lodged in the cross over pipe on the drivers side of the engine. [redacted] declined the removal of the pipe.

[redacted] was advised before any repairs that it could damage the engine and Pep Boys will not be held responsible for any engine damage.

[redacted] was advised that the repair he was requesting us to perform Water pump replacement would not fix his issue, but wanted the service done anyway.

Attached is a copy of the work order, please see under "General Comments"

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

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

Review: I brought my 1996 [redacted] into Pep Boys Store ID# 0199 on 8/2/2014 at around 5pm for an oil change. In addition, I asked them to check out my rear right tire/rim, as it becomes low on air and I must fill it up about every 2 weeks. The Pep Boys personnel informed me that I would have to leave my car at Pep Boys overnight and pick it up at around 11:00am on 8/3/2014. I said "okay" and left my car with them.At 1:00pm on 8/3/2014, I still have not received any phone calls/messages on the status of my vehicle. I went back to the Pep Boys to inquire on the status of my vehicle because I needed to use the vehicle. When inquiring about my vehicle, they could not find my paperwork/car keys and insisted I wait until they find them. After a 15 minute wait, they found my paperwork/car keys and said I was good to go. So I paid my bill and left the store.When starting my car, I noticed that the brake pedal felt very strange. There was no resistance when pressing the pedal to the floor. I put my car in reverse to leave the parking spot at Pepboys, barely pulled out of the space, and immediately pulled back in realizing that the brakes are not working.I went back into the store to tell them about the brakes. At this point they told me my brakes felt spongy and failed to mention this earlier. They took the car in and told me that my brake lines were leaking and needed replaced.They repaired my brake lines on the evening of 8/3/14 and I picked up the car on the morning of 8/4/14. I spoke with Timothy, the service manager, when picking up my car. He was extremely rude and literally yelled at me for touching a paper on the desk that was not mine. I apologized and explained to him that I thought the paper was my bill. I was very embarrassed after he yelled at me.Although I received a discount on the parts and labor, I feel that I should not have to pay at all for their negligence in:1. Failing to initially inform me about spongy brakes2. Risking my safety by letting me drive an undrivable vehicleDesired Settlement: I would like a refund in the amount of $454.75, which is the total that I paid for labor.

Business

Response:

Dear [redacted],

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

The Service manager discounted [redacted]'s bill from $838.00 to $ 425.00.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: my son had taken his car in AGAIN to have the coolant system looked at as it was leaking a week after repair. When he brought it in they gave him an estimate that included a price over over $100 for the recovery tank #[redacted].

On the pep boys website this part is priced at $59.99 When I called both the store and corporate, I was told that the online price is different then in stores. HOWEVER on the web site there IS NOT any notice that tells you this. I also am a bit suspicious as the coolant system was supposedly repaired last week and all of a sudden another issue? My son is a college student and is not able to keep repairing the same thing over and over.Desired Settlement: they should honor their own website prices in store. and

I'd like them to investigate this store as it all seems very suspicious.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 17 , 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

To further assist [redacted], we will need the Pep Boys location she 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 her concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

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

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

Review: they couldn't even find my tires in system for hour because somebody entered info wrong. Bought $800 set of tires and full warranty. Only had tires for less than year. Went to get tires replaced only after 18,000 miles because tread and wire showing in tires already and one of employees told me that they recalled my tires due to hazardous things and no longer carried ny tires due to a lot problems with tire maker. The manager lied and told me other reasons why they don't have my tires and said that it was my fault tires wore out due to probably tyrods. He didn't know the I got new tyrods through them at the time of my tire purchase. Then he went and lied again saying it's nothing he can do that I'll have pay because they don't carry my DEFAULT tires so I'll have pay for difference and pay a nee bill of$400. I tryed going pep boys last eweek and was told 30 minute wait and I got there to they gave me wrong time and be 4 hours. Even one workers said managers be crooked and over charging and not helping anyone.

Product_Or_Service: TiresDesired Settlement: DesiredSettlementID: Replacement

I want all 4 tires replaced because it's not my fault they recalled my tires due to a lot problems and no longer replace it. I have a lot friends in car business and all told me that that's crazy what there doing and never saw such bad tires and can't believe they only lasted 18.000 miles. My friend told me that I'm riding on death trap right now that these tires looked like the had cracks in them when they made them. I'm scared for my life and can't get tires r

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on October 15, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted] did return to our facility, at that time two new tires were installed.

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

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Review: I have been messaging someone on Facebook http://www.facebook.com/pepboysauto

asking them to look for some of the toy cars I ordered to have green wheels

before and right after I ordered but they did not do it

I also was missing one car I called customer support and still no call back

Order Date:07/09/2013

ORDER NUMBER: [redacted]

Rewards #:

PAYMENT INFORMATION

Name on Card: [redacted]

CC Number XXXXXXXXXXXX[redacted]

Ship To Address: [redacted]

Shipping Method Ground (5-7 Days) Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Greenlight Pep Boys 1968 Plymouth GTX Collectible Diecast Cars

30

$149.70

15% off of a single item

($0.75)

SUBTOTAL

$148.95

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$9.31

LOCAL SALES TAX

$1.12

Total

Prior to any applicable Mail-in Rebate

$159.38

Order Date:07/09/2013

ORDER NUMBER: 83335305

Rewards #:

PAYMENT INFORMATION

Name on Card: [redacted]

CC Number XXXXXXXXXXXX[redacted]

Ship To Address: [redacted] , [redacted]

Shipping Method Ground (5-7 Days) Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Greenlight Pep Boys 1968 Plymouth GTX Collectible Diecast Cars

16

$79.84

15% off of a single item

($0.75)

SUBTOTAL

$79.09

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$4.95

LOCAL SALES TAX

$0.59

Total

Prior to any applicable Mail-in Rebate

$84.63

Order Date:07/09/2013

ORDER NUMBER: [redacted]

Billing Information

Rewards #:

PAYMENT INFORMATION

Name on Card: [redacted]

CC Number XXXXXXXXXXXX[redacted]

Ship To Address: [redacted] , [redacted]

Shipping Method Ground (5-7 Days) Shipping Policy

ITEM PURCHASED

QUANTITY

TOTAL

Greenlight Pep Boys 1968 Plymouth GTX Collectible Diecast Cars

16

$79.84

SUBTOTAL

$79.84

SHIPPING AND HANDLING

$0.00

GOVERNMENT IMPOSED FEES

$0.00

STATE SALES TAX

$4.99

LOCAL SALES TAX

$0.60

Total

Prior to any applicable Mail-in Rebate

$85.43 [redacted]Desired Settlement: I ordered last week and now you have a sale will you refund me the difference?

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated June 22, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced with our online ordering.

A gift card for $35.77 has been sent out to **. [redacted].

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

Regards,

Customer Service Coordinator

Consumer

Response:

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

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

Regards,

Review: Our daughter (age 24) took our 2004 Nissan Maxima to PepBoys to have them assess why it was not accelerating properly. She was told it needed a new battery and a new alternator. When she went in the next day to pick up the car, she was in a hurry and paid without scrutinizing the billing. When I examined the bill, which totaled $727.77, I saw that two warranties had been slipped into the itemized bill. The first, an "Alternator Lifetime Warranty," was for $250. The second, a "Pepguard Limited Extended Warranty" was for $39. In addition, a "Shop Fee" for $35. had been added in to the list of costs. Our daughter had never been asked if she wanted any warranties, nor was it pointed out when she was paying the bill that $289. of the cost were for warranties. The only phone message she received was that her car was ready to be picked up. Again, no mention of warranties. We have recovered $227.77 of the cost from [redacted], as they are disputing the charges for us. However, that does not cover the entire cost of warranties or the "shop fee." Why do we pay a fee for you to use your shop to make the repairs? What miscellaneous expenses did you have to replace an alternator and a battery?When this same location was [redacted], we were treated honestly and with respect. For PepBoys to slip in about $300. in unauthorized charges for warranties we never would have approved, we find to be despicable business practice. We have four vehicles, and we have spent thousands of dollars at this location, for tires and other car repairs. Our daughter used $500. of her student loan money for graduate school to pay for most of the cost of these repairs. Shame on PepBoys #[redacted] for this outrageous bill and the way they took advantage of a young woman on a very short lunch break. They will not see one more penny of our business.

Product_Or_Service: replace alternator and battery

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund all unnecessary and unauthorized charges beyond the [redacted] amount of $227.77. The service work order is #[redacted]. Investigate who added the unauthorized warranties to our bill. Note that the Invoice shows clearly that NO ONE authorized charges above the original estimated price. The blanks by authorization ( ) in person and ( ) phone are left blank. There is no signature of an employee indicating that anyone authorized the increased price. You have o

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 she may have experienced at our Pep Boys facility.

**. [redacted] was contacted and offered a refund for the extended warranty and the shop fee.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her 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. I talked with [redacted], a GM for PepBoys, on the phone, and he offered the refunds for the shop fee and for the extended warranty that we did not authorize. He also thanked me for being calm and "not taking his head off." He stated that the billing was mishandled by the store. He also told me that my daughter could come by the shop today (August 29) or tomorrow to get the refund returned to her debit card. He also wanted to offer her a voucher for a free oil change. However, when our daughter went by the shop today, no one was at the counter to talk with customers. After waiting a few minutes, she walked around to the bays and asked the mechanics if [redacted] was around. They told her they did not know anyone named [redacted] that worked at that location. Perhaps he is a regional GM and that is why the mechanics might not know who he is. Our daughter will call him tomorrow to see about possibly meeting him at the shop during her lunch hour. He had indicated to me that he would be there today and tomorrow from 7 am until 4 pm.

Regards,

[redacted]

Review: On November 2, 2013 I had car repairs involving the replacement of a defective turn signal switch; when I received the car back, I was told by the service technician that he had to realign the cover on the bottom of the steering column=I pointed out that it was not right; it was a piece of shiny and sharp edged metal. I immediately wrote to the PepBoys Customer Care requesting this be repaired immediately as it was a health hazard. I have not received any response (I sent a copy of the letter to the local store where the service was done). I was able to locate the protective cover a few days later, and installed it myself (the screws were missing and I had to use my own).Desired Settlement: I was charged the following; evaluation $44.99, flasher $15.99, remove and replace $67.20, and a shop fee of $10.22 for a total of $140.53. I do not think the evaluation was necessary, since I told them specifically it was the flasher (turn signal), they did not complete the install, so should not receive the full replacement amount; since I had to complete the repair=1/2 is $33.60 and no shop fee of $10.22. $43.82+ the evaluation fee of $44.99.

Business

Response:

Dear **. [redacted]:

We are in receipt of the complaint sent to your office **. [redacted] on December 12, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] came in for an electrical diagnosis as her turn signals were not working. After the diagnosis, we suggested to replace the flasher. **. [redacted] was given a quote for total repairs including the diagnosis charge. She approved the repairs. The mechanic that did the repairs does recall that when the vehicle came in there was not a cover and he removed the metal plate to replace the flasher. He also remembered talking with the customer and letting her know that the cover that he removed was not lined up correctly before he took it off and that when he reinstalled the cover he made sure it was aligned correctly.

We apologized to the **. [redacted] for all the confusion and misunderstanding taken place. She felt as if we shouldn't have charged her for an evaluation, after all because she knew what the problem was and didn't think she needed a diagnosis done. I advised [redacted]. [redacted] I would refund her $100 of her $140.53 charge so she only pays $40.53 after all is said and done. **. [redacted] agreed that would more than cover the deduction for not charging for the diagnosis and compensate her fairly for her inconvenience having to spend time on this misunderstanding. We feel **. [redacted] is now happy with the outcome and is aware she will be receiving a refund of $100.

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