The Pep Boys

I have been a customer at Pep boys for 40 years. I have had a terrible experience with a manager his name is Manny. About a month ago I stopped a couple times in one week to get air in a tire he told me if I did not repair the tire he would refuse to put air into the tire if I ever stopped again at the time I thought he was joking with me but he just walked back inside the service center and closed the door. Today I went in to get my oil changed after I called Manny and he told me he could take me right away because they were not busy. I arrived within 15 minutes and met with him to follow through with the oil change. He quoted me $102.00 to change the oil which I thought I was quoted a lower price and told him that and I also had a $20.00 coupon from the internet from Pep Boys and he responded he did not have to do the work for me and I was confused and asked him what he meant by that comment and he said if I did not like the price he would refuse to do the work and I could go somewhere else to have the work do. I responded no the price is fine just change the oil. Once again he told me he did not have to do the work and I responded I want it done and he handed my key back to me and refused to change the oil. He is a disgrace and should not be working at Pep Boys in any capacity and you lost a good customer for life, Thank you.

On 11/25/2020 I had my 2015 Jeep Cherokee in for an oil change, and a tire rotation at the Pep Boys located at 3207 Kirkwood Highway Wilmington De 19808 - when my wife returned to get her car that same day the engine light was still on saying low oil pressure, and the guy who reset the gauge seemed annoyed that she questioned if the oil was indeed changed. He said yes it was changed. He lied!
All that was done was a tire rotation. And that is questionable.
Less than six weeks later we started to have issues with that same 2015 Jeep Cherokee where it was stalling out first thing in the morning.
This happened 2- 3 times in two days.
We took it to Pep Boys on or about Jan 7th to find out what was wrong, and they said it was fine, and they could not find out what was wrong.
They lied! again.
All they did was drive it when it was warm, and the problem did not occur, but they never did a deep check on the car. We told them it happened in cold weather, but they overlooked that.
Their excuse was the tech was off that day and they did the bare basic check and could not figure it out. So they said it was safe to drive!
The car continued to act up the next day and, we finally took it to reputable mechanic.
Buckley's Auto Care located at 1604 E Newport Pike Newport De 19804 on Jan 11th, 2021 who did a full diagnostic on it and actually did a road test first thing in the morning with a cold start as we requested.
The car stalled out as described to Pep Boys who denied anything was wrong. Buckley's did their job! and found the problem.
Come to find out the reason the car was stalling out was there was barely a quart of oil in the engine.
This is less than 6 weeks since they supposedly changed the oil at Pep Boys.
When our mechanic checked the oil in the engine with the dip stick no oil was present on the stick. Not a drop! and they have the pictures to prove it.
What oil was in the engine was so thick and old it congealed to the point it caused damage to the spark plugs and gummed up the engine.
The cost to have this fixed was $695.89 to which I find Pep Boys totally responsible for.
If not for Pep Boys negligence in not completing our oil change as paid for it appears the tech plain forgot to add oil and tried to cover it up.
We would not have to incur this charge to fix our car NOT to mention the DANGER that could of resulted if the engine seized up while driving, and causing potential injury to one of us in the event an accident occurred due to the stalling out and not being able to control the car.
Before this date I was a loyal Pep Boys customer for the last 5 + years - religiously getting our oil changed ON SCHEDULE - getting new tires three times - multiple flat tires fixed, and other minor services.
Always trusted Pep Boys. Never Again.
But this total disregard of service is not what we expect from Pep Boys, and we want to be reimbursed for our loss.
I have the paperwork from Pep Boys on the date mentioned for the alleged oil change on 11/25/2020 where it states the oil was changed, and I have the paperwork from Buckley's Auto Care for the repair work if you need proof.
I fully expect Pep Boys to honor this complaint and do the right thing.

Thank you for your understanding and quick response to this matter.

Michael A Cuomo
2209 Alister Dr
Wilmington De 19808
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[protected]@comcast.net