The Pep Boys

[Edited]
Dear Ms. Pandora Thomas,

On January 7th 2023, I bought my 2015 Kia Forte into your shop located at [edited], Richmond, VA 23223 to replace a faulty starter that was causing grinding noise when I start the car. I don’t know the name of the man at the front desk on this date.

Below is the diagnosis from Technician named Lionel J. -

He removed the old starter and showed me the entire flexplate. At that time only one gear (or tooth) was damaged due to grinding caused by the starter. All the other gear teeth were fine and showed no damage. After install of a new starter, I went to start my car and heard grinding noise. I immediately went back into Pep Boys to let them know the noise was still happening. I was told the noise will disappear with time.

On Monday, January 16th 2023 I returned to Pep Boys nine days later because the grinding did not go away. You were at the front desk that day, and told me the noise would go away and that I had a 90 day warranty and to bring the car back if I still hear the grinding noise.

On Saturday, March 11th 2023 I returned to Pep Boys and advised you that the grinding noise did not go away so we set an appointment for me to return on Monday, March 13th at 2:00PM.

On Monday, March 13th 2023 I arrived at approximately 1:51 pm, but you said only two technicians were available and there were several cars ahead of me. You asked if I could come back on Thursday, and I explained that I don’t get paid when I take time off from work. You then referred me to another Pep Boys located at 4728 Wistar Road, Henrico VA 23228 that could help me today. The manger’s first name was Teya (I’m not sure this is the correct spelling). Teya had a technician named Artie inspect the flexplate. He showed me a section of the flexplate and he said all the gears (teeth) on the flexplate were damaged and it needs to be replaced. He said that the starter was grinding against the flexplate, and that the starter was in perfect condition. He said it is possible for the starter not to have any damage even though the flexplate was damaged. I don’t understand how he could assess the full extent of damage to the flexplate (especially if it is cracked), without removing the starter.

On Tuesday, March 14th 2023: After returning from the Pep Boy’s on Wistar Road, I made the decision not to drive the car for fear more damaged would be caused or worst the car would break-down and to avoid towing fees. I decided to call four other Automotive Repair Centers for a second opinion. They all stated that if the starter is not faulty and is installed correctly, there would be no grinding noise when starting the car and continuing to drive my car in this condition causes damage to other components, not just the flexplate and could cost $1,400 to $2,500 to repair.

Unfortunately; I am very upset and frustrated that the damage to the flexplate could have been avoided on January 7th when I immediately when back into PEP BOY’S and reported that the grinding noise did not go away. All this time I have been driving my car and damaging flexplate because representatives of PEP BOY’S told me the noise would go away.

To resolve the problem, I would appreciate your full cooperation in replacing the starter with one that is not faulty; replacement of the flexplate and all other components that were damaged because I was told by representatives of PEP Boy’s that the grinding noise would go away at no additional cost to me. I am requesting that this be completed with 48 hours from the date of this letter. I want to be present along with another certified mechanic to be sure all work is done correctly. After the work is completed I will have another automotive center verify that all work was done correctly and that all other problems related to the extended damaged have been addressed. I am dropping my car off today and have to rent a car until all repairs are completed. I am also requesting full reimbursement for the cost of the rental care from Enterprise which I have provided for you. I will also email this information to PEP Boys Media Relations by close of business today [protected]@pepboys.com.

I hope this matter can be resolved without the need to contact the following agencies:

Federal Trade Commission

Office of the Attorney General of Virginia

Central Virginia Legal Aid Society

Local News Station – Channel 6, 8 and 12

The Better Business Bureau

I look forward to your reply and a resolution to my problem. I will wait until 24 hours before seeking help from a consumer protection agency or other assistance. Please contact me at the above address or by phone at [protected]

Sincerely,

[edited]

Initial Date of Service: Saturday, January 7, 2023

Time:12:32 pm

Reason: To replace Starter in a 2015 Kia Fort

Cost: $760.57

Reason: Starter was making a grinding noise when I start the car.

Diagnosis from Technician named Lionel J.:

He removed the starter and showed me the entire flexplate. At that time there was only one gear (or tooth) that was shinny due to grinding. All the other gear teeth were fine and showed no damage at all. When they were done with repairs, I started the car and heard grinding noise. I immediately went back into Pep Boys to let them know the noise was still happening. I was told the noise will disappear with time.

Date of 2nd Visit: Monday, January 16th 2023

Time Approximately: 12:00pm

Nine days later the grinding did not go away so I went back to Pep Boys. I spoke with the Manager Ms. Pandora Thomas. “She said that the noise would go away. She told me I have a 90 day warranty and to bring the car back if I still hear the grinding noise.” Important Note: Ms. Thomas did not give me a time frame that I should bring the car back. She only stated that I had a 90 day warranty.

Date of 3rd Visit: Saturday, March 11th 2023

Time: approximately 12:00pm

The grinding noise did not go away. At this point I am afraid that more damage has been done to the flexplate. I spoke with Ms. Pandora Thomas again and she gave me an appointment to come back on Monday, March 13th at 2:00PM.

Date of 4th Visit: Monday, March 13th 2023

Time: 1:51 pm:

I arrived at approximately 1:51 pm, but Ms. Pandora Thomas said “only two technicians were available and there were several cars ahead of me. She asked if I could come back on Thursday. I explained that I don’t get paid when I take time off from work and that I have already loss money to come to their shop today.” She referred me to another Pep Boys located at 4728 Wistar Road, Henrico VA 23228 that could check the car today. After the flexplate and starter were inspected the mechanic said “all gears on the flexplate were damaged and had to be replaced.” Damage to the flexplate could have been avoided on January 7th when I immediately went back into PEP BOY’S and told them the grinding noise did not go away. All this time I have been driving my car and damaging flexplate because representatives of PEP BOY’S told me the noise would go away.

The level of anxiety, fear and anger I felt was unbearable. I prayed all the way home that the car would not break down on the highway or worst if the car broke down and caused an accident that harmed other drivers and myself. My heart was racing and I felt sick to my stomach.

Date of 5th Visit to Pep Boys on Wednesday, March 15th at approximately 12:15PM

I returned to Pep Boys to drop off my car along with my letter of complaint to Ms. Pandora Thomas. I explained “that I don’t feel the car is safe to drive and I don’t have money for towing fees.

I also let her know that I now have to pick up a rental car from Enterprise, which will be charged to a credit card, because I don’t have the money.”

The cost of the rental for a week is $496.36 and I cannot pay the full amount off for at least six month and the interest will add up and end up costing more the longer it take to pay the balance.

Ms. Thomas said “she will open a claim for me and someone would get in contact with me. Until then no work would be done on the car until she hears back from them.”

Received Email from Mr. Victor F. on Wednesday March 15th at 3:37PM

Re: [EXTERNAL] Service Work Order #2243901 - Claim #[protected]

Yahoo/Pep Boy Complaints

Customer Service

To:[edited]

Wed, Mar 15 at 3:37 PM

Hello [edited],

Thank you, and again, we do apologize for the poor experience.

With your information, we have documented Case#857959 and assigned it to our Field Leadership Team to reach out and assist you further. Should you not hear from anyone, please contact us back by email or by calling our Customer Relations department at [protected] (options 1, 3, 2).

Thank you,

Victor F.

Pep Boys Customer Relations

[protected]

Voice Message - Received voice message from [protected] (Ms. Ty Freeman) received Friday, March 17th 2023 at 11:51 AM:

“Hello Ms. Mitchell, I’m calling from Pep Boys Claims Department, claim number [protected]. I’m calling to confirm your mailing address, email address and your supporting documents for your claim and provide information about your claim. That information can be provided to me via e-mail, my e-mail address is [protected]@pepboys.com. Thank you. Have a great day.”

Voice Message - I called [protected] on Friday, March 17th 2023 at 11:59 AM:

The call went to voice mail. I let Ms. Ty Freeman know that I received her voice mail and I would email the information she needed. The email was sent to her today at 12:25PM.

Voice Message - I Called [protected] on Saturday, March 18th 2023 at 1:36PM

I called for an update from Ms. Ty Freeman, but the call went to voicemail. I left message for Ms. Ty Freeman to call me and that I emailed the information she requested. I included my phone number and claim number is the voice mail.

Voice Message - I Called [protected] on Monday, March 20th 2023 at 10:20AM

I called for an update from Ms. Ty Freeman, and heard an automated message that Ms. Freeman is unavailable. I left a message that I need an update about my car and that I don’t get paid if I don’t work and to please call me at [protected].

Voice Message - I Called [protected] on Monday, March 20th 2023 at 10:25AM

I called back to provide Ms. Freeman with my claim #[protected] and let her know that I have been without a car since Wednesday, March 15th, 2023 and I lost a week’s pay because I cannot afford to pay transportation to and from work. I had to cancel the rental car from Enterprise because I could not afford to pay it. I am fearful that the longer this process takes that I won’t be able to pay my bills. Please do whatever you can to speed up the process to get my car back.

I sent the following email to Mr. Victor F. on Monday, March 20th 2023 at 7:00PM:

Claim #[protected] / Case #857959

Yahoo/Sent

[edited]

To:Customer Service

Cc:[protected]@pepboys.com

Mon, Mar 20 at 7:00 PM

Hello Mr. Victor F.

Just want to let you know that I received a voice message from Ms. Ty Freeman on Friday, March 17th 2023 at 11:51 AM, stating that she needed to confirm my mailing address, email address and needed supporting documents for my claim and that she needed to provide information regarding my claim #[protected].

Friday, March 17th 2023 at 11:59AM, I called Ms. Ty Freeman at [protected]. The call went to voice mail, so I let Ms. Freeman know I received her voice mail and the information she requested was sent to her email address at [protected]@pepboys.com at 12:25PM.

Saturday, March 18th 2023 at approximately 1:36PM, I called Ms. Freeman for an update and the call went to voice mail. I left message for her to call me and that I emailed the information she requested. I included my phone number and claim number.

Monday, March 20th 2023 at approximately 10:20AM, I called Ms. Freeman and the call went to voice mail. I left a message that I need an update about my car and that I don’t get paid if I don’t work and to please call me at [protected].

Monday, March 20th 2023 at approximately 10:25AM, I called back to provide my claim #[protected] and let her know that I have been without a car since Wednesday, March 15th, 2023 and that I am losing money every day that I don't work, and that I cancelled the car rental from Enterprise altogether because can't afford it. I am fearful that the longer this process takes that I won’t be able to pay my bills.

Monday, March 20th 2023 at approximately 4:58PM, I called the number you provided me which was [protected] to get help in getting an update from Ms. Freeman. The first time I called this number I got disconnected after waiting on hold for 14 minutes. On the second call I spoke with a gentleman named Luis and he informed me that I would have to wait for Ms. Freeman to get back to me and that his department does not handle claims.

I can't afford to be without a car. I only make $12 an hour. I am struggling to make ends meet as it is and without a car, my financial situation is rapidly getting worse. I am fearful the longer this process takes that I won’t be able to pay my bills and I will be put in a very desperate situation. And I am still making payments towards the $760.57 bill from Pep Boys for the work done on January 7th. Please do whatever you can to speed up the process to get my car fixed and back in my possession.

Regards,

[edited]

I Received the following email from Mr. Victor F. on March 21th, 2023

Re: [EXTERNAL] Claim #[protected] / Case #857959

Yahoo/Inbox

Customer Service

To:[edited]

Tue, Mar 21 at 2:31 PM

Hello [edited],

We're sorry that this has not been resolved for you as of yet. We have updated your case accordingly and have requested that our Field Leadership Team to reach out to you to have this addressed.

Thank you,

Victor F.

Pep Boys Customer Relations

[protected]

_

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On Tuesday, March 21st 2023 I received the following letter from Ms. Ty Freeman

Notes about the conversation I had with Ms. Ty Freeman on Wednesday, March 22nd 2023 at 3:08 PM

I called Ms. Ty Freeman and explained again what was emailed to her and Mr. Victor J. in my email on March 20th. She informed me that it was my word against Pep Boys representatives regarding damage to the flexplate. She also said that the store manager (Ms. Pandora Thomas) explained the damage to the flexplate me to…, when in fact a mechanic named Lionel, J was the one who showed me the entire flexplate and only one gear (tooth) was damaged out of over 100 gears (teeth) and explained to me that the flexplate only suffered minimal damage and the car will work fine after the starter is replaced.

He Ms. Freeman (Claims Rep) said there was a note regarding an evaluation of the flexplate on the invoice I received. I told her did not see any notes stating that I should being the car back to evaluate the flexplate and that I will take a look at it. (Called Ended).

So I reviewed the invoice and found a note under General Comments stating “eval_check flywheel.” This statement is vague and should have included a date for me to return for an evaluation of the flexplate. They should have done an evaluation of the flexplate when I returned on January 17th. But instead, I was told the noise would go away.

I sent the following letter on March 27th 2023

[edited]

[edited]

Kennesaw, Georgia, 30144

Re: Service Work Order #2243901- to replace a faulty Starter (Claim Number #[protected])

Dear Pep Boys Representative’s

The purpose of this letter is request that Pep Boys immediately expedite the repair of my car because of misinformation provide to me by Pep Boys representatives located at Store ID 0102 located at 4507 Nine Mile Road, Richmond, VA 23223. And their inability to inspect my car on the days I returned to this store to make them aware that the grinding noise did not go away as they stated.

Every day I am without my car, I was faced with having to figure out ways to get back and forth to work, to go to doctor’s appointments, and run daily errands. The delay in repairing my car has impacted my ability to make a living and pay for the basic necessities of life while trying to avoid additional expenses due to loss of income. The level of stress I have experienced with Pep Boys has caused mental, physical and emotional pain and suffering that you cannot imagine.

My effort to mitigate the problem was met with the response that “the grinding noise would go away”. Not once did the representatives of Pep Boys specify a time period for me to bring my car back; let alone a return date for evaluation of the flexplate. If there was a specific date or time I was to return to Pep Boys, why was it not noted the Work Order. The additional damage done to my car was clearly caused by the following:

1. On January 7th – The bad starter was replaced, but when I started the car the grinding noise was still present and I immediately informed them and was told the grinding noise would go away.

2. On January 16th - I returned again because the grinding noise did not go away. The manager (Ms. Pandora Thomas) told me the grinding noise would go away. So I figured that since the mechanic and manager both told me the grinding noise would go away, I should follow their advice and give it some time.

3. On March 11th – I returned again and let the manager know the grinding noise has not gone away. She asked me to come back on Marth 13th.

4. On March 13th – They could not inspect my car because they were too busy that day and I was referred to Pep Boys store #0083 which was a 16 minute drive a way. The mechanic stated the flexplate is completely damaged and had to be replaced.

5. On March 15th - I returned to Pep Boys store #0102 and informed them that the mechanic at store #0083 said the flexplate was completely damaged and had to be replaced. I told the manager that I was leaving my car there to be repaired and gave them a letter stating my concerns. The manager said she would put in a claim request.

6. The lack of action and misinformation by Pep Boys representatives at store #0102 are clearly at fault for the damage to the flexplate. I drove my car for 9 weeks because the representative at this store told me on three separate occasions that the grinding noise would go away.

7. Claims Rep (Ms. Ty Freeman) told me I was to bring the car back for “eval_ check flywheel” as noted on my Work Order. So I checked the Work Order and found this note under General Comments. How was I to know what that meant? No one told me anything about returning for an eval check of the flywheel, nor was there a date indicating when I was to return for an eval. If an eval was to be done, it should have been done on January 7th which was the same date they replace the starter. On January 7th I immediately went back into the store to inform them that when I started the car it was still making a grinding noise.

8. For either lack of knowledge or experience, I was told by the mechanic and store manager that the grinding noise would go away which lead to damage to the flexplate.

9. Additionally, I would like to know why mechanic Mr. Lionle J is no longer employed at Pep Boys and if the reason he is no longer employed there has something to do with car. I am requesting an explanation for his departure from Pep Boys.

With that being said; I am respectfully requesting that Pep Boys immediately repair my car. And that the all financial burden for time, labor, taxes, removing and replacing parts, ordering fees, delivery fees for parts, return fees for parts, limited extended labor warranty fees, shop fees, all diagnostic fees, including but not limited to the starter, flexplate and any other parts that have been affected including the transmission, engine and including the torque converter (located between the engine’s flexplate and the transmission) and any other components that have been compromised because Pep Boys failed to take action after I repeatedly made them aware of the grinding noise and their inability to inspect my car on the numerous times I went back to their store.

In addition to that I want a Full Written Diagnostic Report on all parts and components listed above that were replaced and inspected detailing exactly what was done the my car.

Upon PeP Boys completion of all repairs, I will take that Full Written Diagnostic Report to another reputable automotive center (of my choosing) to perform a thorough diagnostics to confirm that all work performed by Pep Boys was done correctly.

If all components stated above are in working order I will report this back to Pep Boys.

If the inspection by the automotive center I chose reveals that any components (stated above) are not in working order, all expenses incurred to have my car inspected and repaired by another automotive center are to be paid in full by Pep Boys via electronic money transfer directly to the automotive center on the same day the repairs are completed.

Note: I have found a less expensive option to renting a car from Enterprise so that I can get to work. I am to be reimbursed by Pep Boys for car rental fees, gas expenses, loss of income, pain and suffering, and the inconvenience of not having my car returned to me in a safe and well-functioning condition. Pep Boy’s will reimburse me for the expense of the car rental until my car is in working order. See the Car Rental Agreement below.

If I do not receive a letter or phone call from a Pep Boys representative who has authorization to approve and begin repairs to my car by 12:00 PM on Friday, March 31, 2023, I will have no other recourse but send this letter to other organizations and agencies along with any other documentation they might request to help me resolve this matter. The authorization for repairs must include the date work will begin and date repairs are to be completed.

In conclusion I sincerely hope the statements used on your website under “Our Promise” Our Vision, Our Mission, and We Go Further So That You Can Go Farther, are not just ‘Words’, but a sworn oath and obligation to do what is right for your customers.

I sincerely hope Pep Boy’s will honor these statements and expedite the repair of my car without further delay.

Sincerely,

[edited]
“cc”:

Pep Boys Corporate Office

1 Presidential Blvd

Suite 400

Bala Cynwyd, PA 19004