Zecorie B.

Rattling Engine after Oil Change
(with an admission that too much oil was placed in the vehicle)
I recently took my vehicle in for a scheduled oil change, tire rotation, and an alignment if needed. I say if needed because I informed Mr. M the gentleman servicing me, that the car was pulling to the left. After dropping my vehicle off I proceeded with the day. I received a call a few hours later stating that the vehicle was ready to be picked up. When I went to pick up the vehicle I was told by Mr. M that I did need an alignment, he went on to say that he tried to call me but was unable to make contact so he went ahead and did the alignment. He was thanked, the service was paid and I left.
However, 30 minutes after leaving I was back because my check engine light was on, the vehicle was running ruff and still pulling to the left. My thought process was no way my vehicle is worse than before I took it in. To be fair I had a friend drive the vehicle before returning it and they stated that the vehicle pulled to the left and the right with them. Everything but ride a straight and narrow. Pep Boys then received a call Mr. M answered and my concerns were explained to him. He rebutted by saying "Yeah, well an alignment was done." I then asked did you test-drive it before doing the alignment. I was told No, I asked well how did you know that it needed an alignment then he stated because the machine said so. He proceeded to say I only test drive a vehicle before repairs if a customer states that they hear a noise or feel something. My reply was when I brought it in I asked for an oil change, rotation, and if it needs an alignment because it is pulling to the left for you all to do it. He told to me bring it back because it was driving ruff for him when he test-drove it after the alignment, he said I think it's the transmission because I had a hard time getting it to accelerate, and when I did it gave that winding noise. He was told that the transmission and engine had both been replaced and he stated yeah, I would just take it back to them. He stated the reason he didn't document this was because he ain't thank no more about it after explaining it over the phone.
The vehicle was dropped back off at Pep Boys within a 30 minute window from picking it up. Mr. M stated that the alignment was done properly and that he would check it again after I asked that it be rechecked. When I went to pick the vehicle up the second time Mr. M stated that the vehicle needed a laser alignment because it was showing that it was straight on the machine although it was still pulling when he test drove it. He even went on to state that he re-rotated the tires his words (the tires where placed back in the same position they where in before having the rotation) meaning the tires have not been properly rotated. I was then told that it was nothing more that they could do, he recommended several body shops to take the vehicle to stating that they are the only people that he knows that performs laser alignments. However that they will not do anything outside of the laser alignment other than tell me what I will need to have repaired because there has to be vehicle damage causing it not to line up properly. When asked about the check engine light being on I was told that is a diagnostic and that I would be charged a fee, although the check engine light was not on before bringing my vehicle to them. My response was seriously I can take my car to Auto Zone or
Anywhere and they will read the code for free. Be aware that he never attempted to read the code. What he did offer was to bring the vehicle back into the bay to give me a requested printout that was never offered or provided to me. What he was not expecting was that I was walking around the bay area. What I witnessed was them redoing the alignment yet again and him showing me the numbers on the screen which I took a picture of because he said that the printer was offline that's probably why I never received a copy because the technician was like the work has been done let me move on to the next vehicle. He then told me that my vehicle would be ready shortly. Having to leave town for work the following day left me unable to address my vehicle concerns the way that I wanted to.
However, upon my return and driving my vehicle I noticed that my vehicle although driving straighter had this ticking rattling noise coming from the engine. I immediately took my vehicle back to Pep Boys where I stood at the desk for 6 minutes before Mr. M acknowledged me. I explained to him again that the vehicle was still running ruff and about the noise coming from the engine. Mr. M immediately went to deflecting passionately saying, "Yeah, I know it was running hard when I test- drove it, like it didn't want to accelerate I told the guy on the phone that it was the transmission and he said that it had been replaced both the engine and transmission so I would just take it back to them. After listening to him go on and on for a few; I interrupted and asked will you check my car to make sure you at least put enough oil in it? He replied yes drive it around to the side. In my mind, I am like this has to be a joke he's not going to at least test drive it to see what I am talking about or into the bay. I took the vehicle to the first bay, and when the technician pulled the dipstick out, I instantly knew that something was wrong via his facial expression. He waved for Mr. M to come over they began to whisper. Mr. M walked away came back and tested the oil himself when he took the dipstick out I could tell that something was wrong by his facial expression and hasty movement and they began to whisper even more. Mr. M then walked to the driver's window and said he's going to take care of you. The technician asked me to get out of the vehicle because he needed to drive it into the bay and on the lift because my vehicle had too much oil in it and he needed to drain it out. While my vehicle was on the lift, I witnessed them drain almost two quarts of oil or more out of my vehicle. Mr. M then repeatedly said the name of the person who was responsible for overfilling my vehicle. The technician said to me it wasn't me, I would have remembered the headlights I like them. I thanked him and was given the keys to the vehicle. In conclusion before leaving I asked Mr. M if I was good he stated yes it just had to much oil in it. I then said so the noise I'm hearing is the transmission he replied yes I would just take it back to whoever replaced it. I am sure that's what it is. Not once did he or a technician test drive or do a diagnostic on the vehicle nor did they provide any documentation to show that the vehicle had even been brought back either time. Luckily for me I do have my ducks in a row. Please Advise I am seeking to hear from Corporate with a resolution with this matter and my previous issue several months ago where I spent over $1300 in repairs to still have the same issue.
May I also add that Mr. M has poor customer service skills (my opinion) he comes across as apathetic like he is annoyed and could care less what the customer is talking about. At one point when he thought I was not listening he said to another customer quote "ION care nun about it, people get mad all the time, I could care less" end quote.