Recently had a Transmission Fluid change at Pep boys Trooper, PA Location. Long Story short, they put in the wrong trans fluid and it blew my transmission. When making the appt the PB rep looked up my PB account and asked for details of my car. He recommended having a Transmission Fluid Flush, rather than just a fluid change. Service was completed and shortly thereafter while on a trip my transmission blew. Spoke to the mechanic who now has the car and was advised that PB should not have recommended or performed a Transmission Flush on a high mileage car, as it will cause issues. They should have only performed a Fluid change, and not a flush. Also Pep Boys put in the wrong transmission fluid. That is the big issue. My car has a CVT Transmission and Pep Boys put in regular Automatic Transmission Fluid. Those fluids are not compatible and Pep Boys putting in the wrong transmission fluid destroyed my transmission. After car broke down, I went to the manager at the PB shop that performed the service to discuss the issue and he was unable to help or make any type of report. I showed him the Pep Boys receipt of the service they performed, which clearly indicated the wrong fluid was used. He Just directed me to the 800 number to put in a complaint/claim. I then put in the claim with the 800# person and they advised the turnaround time for a PB rep to contact me was 48 hours. After three days, I started calling for updates. Four days in a row I called for updates and got the same answer ‘this was escalated but Manager not available to discuss, they will call you soon.’ Next I found pepsocial email, which they advise people to reach out to when there is a social media bad review. Sent a few emails to them as well asking for assistance, but received the same auto responses. At this point, it is 10 days since i put in the complaint and no responses. Finally received a call from the Trooper PA store and spoke to the rep twice. I asked to speak with someone who is a decision maker, so we can have this issue resolved. Spoke with the Area Director, explained the issue and they asked me to provide documents of the diagnosis and estimated cost to repair from the mechanic. I provided the documents and later that day Pep Boys sent reps to the mechanic shop my car is located to inspect the car. 4 days later i received an email from the PB Trooper PA rep that they would now hire a third party. A week later a PB Claims processor called and said a third party inspector would contact the mechanic to set up a time for inspection. there is no time table on when that inspection will take place, or what that inspector is actually doing. At the time of this review, it has been almost one month since reporting this issue to Pep Boys and no resolution. I provided the Pep Boys Service receipt that showed wrong transmission fluid was used by Pep Boys, I provided a written diagnosis/estimated repair cost by the mechanic, and Pep Boys representatives examined the vehicle as well. Now there is some third party exam needed. This treatment by Pep Boys to a long time customer is completely unacceptable.
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The Pep Boys: Manny, Moe & Jack is an American automotive aftermarket retail and service chain.
