Complaints

This profile includes complaints for Pep Boys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pep Boys

  1 Presidential Blvd Ste 4 Bala Cynwyd, PA 19004-1017

  
• 

  Pep Boys

  274 Amherst St Nashua, NH 03063-1704

• 

  Pep Boys

  50 Durgin Lane Portsmouth, NH 03801

• 

  The Pep Boys -Manny, Moe, Jack

  65 Court Street Hackensack, NJ 07601

• 

  The Pep Boys -Manny, Moe, Jack

  6814 Tilton Rd Egg Harbor Twp, NJ 08234

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car driven in to do brake work. After 2 whole days of working on vehicle, to drove my car home and halfway home brakes went out on my while driving home. I had to have my car towed back in and they had my vehicle for a week without properly fixing it. I went into Pep boys and ****(person working the desk) called (****)manager. While (****)manager was on speaker, he told **** to have my vehicle towed to Audi dealership and they would pay for repairs to be done by dealership.Dealership contacted ****(manager) to let him know what it would cost to repair the vehicle. Dealership stated that ****(manager) stated that they will not pay and are not taking responsibility for repairs.

  

  Business Response

  Date: 01/24/2024

  Dear **************,

  We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.

  **************** got work done elsewhere and that company messed up his, he then brought his vehicle to us to go over identified he needed a master cylinder. The customer drove like that and damaged his caliper as well passenger front. Customer then brought in his own parts, and we installed them, which did not fix vehicle. **************** was not charged we advised him to take it to dealer because we couldn't figure it out. We covered the tow. The dealer said it needed a brake booster due to whatever damages were done by other shop.

  We installed the parts that **************** brought to us and out of Customer satisfaction, since the repair did not fix his issue, we did not charge ****************. Pep boys is not taking responsibility to any damage done to the vehicle.

  Regards,

  *********************

  Customer Service Supervisor 

  Customer Answer

  Date: 01/26/2024

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  They damaged car, I was able to drive the car there.  Once they worked on my car, my brakes went totally out while driving home after they said it was fixed.  Which almost cost me to have an accident.  

  After they could not fix what they did.  The pep boys store manager told his worker on speaker when he called him that, I need to take it to dealership and they would pay for it to be fixed.  Two of us together heard him say that.  

  I advised the worker that I cannot drive the car, you guys had to get my car towed back to pep boys and they would have to get it towed.  

  I called the worker a few days later because the dealership would not talk to me since pep boys brought the car in and I heard him talking to the pep boys store manager who said he has been in talks with the dealership and was waiting on them to let him know what the cost would be.

  I had to call and speak to a dealership manager to get information on my own car.  

  The dealership manager advised me that he would reach out to pep boys store manager and get back in touch with me.

  The dealership manager let me know that once he advised the pep boys store manager of the cost, he was told that he was not taking any of the responsibility.

  That is not acceptable since Pep boys did more damage to my car and made it undrivable.

  Regards,
  
  ***********************

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of service was 10/30/2023. I went in for only an oil change and a technician broke a hose to my engine. After failing to solder/glue the hose back they told me three hours later that a hose was broken and they would try and order the part to repair my vehicle. It is now 12/9/23 and I have not heard back from the shop about repairing my vehicle. My check engine light has been on ever since and this business has not made further attempts to fix the problem or to expedite the repairs. I paid for the oil change and my vehicle's oil light remains on as well.

  

  Business Response

  Date: 01/23/2024

  We are in receipt of the complaint sent to your office by **************. We apologize for any inconvenience   ************** may have experienced at our facility.

   

  The part was ordered, and the vehicle was fixed.

   

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

   

  Regards,

   

   

  ********************* Customer Service  Supervisor

  
  

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/30/23 I had an appointment for oil change, tire rotation and inspection (2023 ***** *********) . was told vehicle was all set .Paid cash for the service. upon getting into truck i noticed tires were not rotated. I then checked my oil and found it was not changed also. oil was black and watery. went back into store and asked for refund. They said No and admitted tires were not rotated but oil was. Service person would not come out to look at oil dipstick when i offered to show him. asked for refund again. was told to file a complaint.

  

  Business Response

  Date: 01/04/2024

   We are in receipt of the complaint sent to your office by **************. We apologize for any inconvenience ************** may have experienced at our facility.
  
  ************** was contacted and provided a refund.
  
  We again apologize as well as thank ************** for allowing us the opportunity to address his concerns.
  
  Regards,
  
  *********************
  
  Customer Service
  Supervisor

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 17 I brought my vehicle to the pep boys on 222 Montauk Hwy Store ID # **** after experiencing a shift interlock issue. I was told it was the brake switch and charged 59.99 for the electrical evaluation, brake switch 99.99, remove and replace stop light switch 98.40 along with an hourly labor rate of 164 and the pep guard limited labor warranty of 47.80. The next time I drove my car I noticed the same issue occurred and my car would not move out of the driveway. I brought car back days later to this same location November 24 and they said they could not find any issues and I would have to come back when they call in a specialist. After reviewing my ** *** footage I can hear them in my car disrespecting me because I am a female saying that I probably don’t press on the brake pedal to release the gear stick and the video footage shows no diagnostic test being done only test drives. This is unprofessionalism at its finest and they have not corrected the issue

  

  Business Response

  Date: 12/11/2023

  Dear **************,

  We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.

  The manager did apologize as well as the associate to ****************. The manager advised **************** that he would have a **** area diagnostic specialist look at the vehicle and try to assist.  

  We again apologize as well as thank **************** for allowing us the opportunity to address her concerns,

  Regards,

  *********************

  Customer Service Supervisor

• Initial Complaint

  Date:11/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  (1) The "Regulations of the Commonwealth of PA", clearly state that if there are some findings during inspection, then it must be fixed in a Reasonable Time Frame; and it is NOT required to pay again when the car findings are addressed ! In addition, PA Commonwealth Regulations state that it is NOT mandatory to fix the car from the same place and store where the car is inspected! (2) I as well as Pep Boys have evidences and info of earlier case when Pep Boys has matched the price for PA State Inspection with other stores as well as did not charge 2 Times for State Inspection when the findings of the inspection was addressed by the customers as clearly defined in PA Commonwealth's Regulations! Why in this case (October 2023) Perp Boy is behaving differently and very desperate to extract money in the name of PA Commonwealth Inspection from the customers!! (3) When a customer requests your store for the Contact Info of the Area Manager of Pep Boys, then why does your staff immediately become arrogant and raise his voices.

  

  Business Response

  Date: 12/11/2023

  Dear **************,

  We are in receipt of the complaint sent to your office by **********. We apologize for any inconvenience ********** may have experienced at our facility.

  According to the Work order, you failed the Safety part of inspection which is pass or fail. You passed Emissions. However, if you failed Emissions, you have 30 days to have work done to get a free inspection. I attached a photo of the state guidelines and highlighted where it states it. Your price match is being denied because it is not a national competitor. We appreciate/value you as a customer. I have addressed your concerns with the staff regarding the behaviors you have mentioned.

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

  Regards,

  *********************

  Customer Service Supervisor 

  Customer Answer

  Date: 12/12/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  (1) I have used Pep Boys earlier and in 2 situation during PA State Inspection, Pep Boys told me my tires needed replacements because they do not meet PA Safety requirements.  The tires were replaced and Pep Boys completed the PA Safety Inspection and Pep Boys did NOT compel me to pay 2 time for the PA Stated Inspection!  WHY Pep Boys is behaving different this time for PA State Inspection?  In addition, it is clearly stated in PA Commonwealth Regulations for auto inspection that if store finds some deficiency in auto during in PA State Inspection then customer can address the issue and bring back the car for evaluation of deficiency; and the customer does NOT have to pay again for the same!  Why Pep Boys is violating its own procedures followed for my car  a few years back well documented in Pep Boys records? 
  
  (2) The Pep Boys has honored and matched the price for the last 4 years on the advertisement by another store to match the price for PA Sate Inspection.  Why Pep Boys is behaving differently this time on matching the price on the advertisement by the same store for that I provided?   Why Pep Boys is desperate to exploit Pep Boys customer in the NAME of PA Sate Inspection?? 
  
  (3) The complaint must be reviewed by the "SENIOR VICE PRESIDENT OF PEP BOYS"!! 
  Regards,
  ***************************

  Customer Answer

  Date: 12/12/2023

  (1) I have used Pep Boys earlier and in 2 situations during PA State Inspection, Pep Boys told me my tires needed replacements because they do not meet PA Safety requirements.  The tires were replaced and Pep Boys completed the PA Safety Inspection and Pep Boys did NOT compel me to pay 2 times for the PA State Inspection!  WHY is  Pep Boys behaving differently this time for PA State Inspection?  In addition, it is clearly stated in PA Commonwealth Regulations for auto inspection that if a store finds some deficiency in auto during PA State Inspection then customer can address the issue and bring back the car for evaluation of deficiency; and the customer does NOT have to pay again for the same!  Why is Pep Boys violating its own procedures followed for my car  a few years back well documented in Pep Boys records? 
  
  (2) The Pep Boys has honored and matched the price for the last 4 years on the advertisement by another store to match the price for PA State Inspection.  Why is Pep Boys behaving differently this time on matching the price on the advertisement by the same store that I provided?   Why is Pep Boys desperate to exploit Pep Boys customers in the NAME of PA State Inspection?? 
  
  (3) The complaint must be reviewed by the "SENIOR VICE PRESIDENT OF PEP BOYS"!! 
  

• Initial Complaint

  Date:11/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 27th. Break works oil change $865.50 has been done. On September 13th I returned to complain about noises under the car .front end work was done and Break was redo. $1993.59 October 18-23 I was Stranded 130 miles away from home due the extremely bad sound from the car. I called Pep Boy and talked to ******* the store manager. He asked me to take the car to the closest shop. On October 23rd ******** **** repaired the car and noted that what was done at Pep Boys was not to specification. And I need an alignment which was already done at Pep boys they charged me: $405.17 On October 26th I made back to Pep Boys and talked to ******* again. He said that he needs to talk to director who would be in on Monday October 30th and that he will call me that day. ******* never called I went to store on November 1st. He said that he has to look at the car. .I agreed the Alignment was redon. He said that he will initiate a refund within 24 hours. $0 I was on my way out of town. The second I left the shop I found the Alignment in worst shape. I had to drive 150 miles round trip out of my way to pepboys in Katy TX. On November 10th alignment redone. $0 I went back to Original Pep Boys and talked to ******* again on November 13th. I explained to him that they have failed again. And asked about the status of the refund that he has promised. Not to my surprise he said that he has to talk to the director. On November 14th i took the car to Lam's and they have diagnosed the problem and charge me $1246.39 The car is fixed now with no issues.

  

  Business Response

  Date: 12/20/2023

  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
  
  ****************** is being sent a refund for 405.17.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address his concerns.
  
  Regards,
  
  Description automatically generated
  
  *********************
  
  Customer Service
  
  Supervisor

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/21/23 I took my car in for a repair that had been completed in January 2023 as of November 3. Repairs were still not complete with no updates from the shop. It was noted that the same repairs were needed however I would have to pay for new parts as parts used previously were no longer under warranty, please note that previous parts used were after market and should not have been used in the 1st place. I was told the hold up in repairs was due to parts but never contacted once parts were received. It is now 11/6 and car is still in shop leaving me to have to find other transportation to/from work. I believe I’ve been retaliated against by the manager as he stated he didn’t wish to fix car, and won’t communicate with me places me on hold for long time periods.

  

  Business Response

  Date: 11/13/2023

  Dear **************,

  We are in receipt of the complaint sent to your office by **************. We apologize for any inconvenience ************** may have experienced at our facility.

  ************** was contacted by the Area director, who explained to ************** that the vehicle needs a new engine. 

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

  regards,

  *********************

  Customer service Supervisor 

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Work Order: ******* Case#:****** I towed the car from the highway to the Pep Boys ********** ***** location on 9/28 due to the engine light being on, severe shaking, and unusual engine noise. On 9/29, I was informed of the diagnosis: a misfiring and services were required to address problems totaling $1700, $ 1400 with a discount. I repeatedly clarified I only required services related to the engine and explicitly requested that no additional services be performed. However, upon receiving the invoice, I questioned the necessity of some services beyond spark plug replacement! I understand if charging higher labor rates when a vehicle is not drivable but charging unnecessary services for what appears to be a lack of understanding or transparency when dealing with a young female customer whose knowledge about cars may be perceived as limited is concerning. What is most shocking is that, the engine still exhibited noise and slight shaking when I drove the vehicle. I opened the hood to discover a visibly cracked pipe right next to the engine! How can a $1400 repair service overlook such a glaring issue right next to the engine? I have driven this vehicle on the highway multiple times in the days since picking it up, and I am genuinely concerned for my safety. They should not dismiss customer safety, especially when charging significantly above market rates! I requested a reasonable explanation and resolution from Pep Boys by 10/06/2023. Until today, despite my repeated and urgent pleas through various channels, there has been no follow-up whatsoever, except for repeatedly informing me that a case has been opened and a member of the Field Leadership Team will contact me. This has resulted in significant and urgent financial losses, including lost wages, additional repair expenses, and transportation costs during this period. As a consumer, I need an urgent and immediate resolution! No one can assist a vulnerable consumer in protecting their legitimate rights.

  

  Business Response

  Date: 12/13/2023

  We are in receipt of the complaint sent to your office by ********. We apologize for any inconvenience ******** may have experienced at our facility.
  
  ******** was contacted by the Area director who is assisting ******** with a resolution.
  
  
  We again apologize as well as thank ******** for allowing us the opportunity to address her concerns.
  
  
  *********************
  
  Customer Service
  
  Supervisor

  Customer Answer

  Date: 12/19/2023

  [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 as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The so-called regional manager was unable to resolve any issues when contacted before, prompting me to seek further assistance. Despite his claim to need more information this time, I provided a detailed account of the situation, yet there has been no response or progress. I need a solution, not endless waiting.
  

  Regards,
  
  *********

  

  Business Response

  Date: 01/24/2024

  Dear **************,
  
  We are in receipt of the complaint sent to your office by *********. Customer has been provided a refund.
  
  Regards,
  
  *********************
  
  Customer Service
  Supervisor

• Initial Complaint

  Date:10/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase was made on 7/07/2020, I purchased 4 Definity tires for my ******* *******. These tires came with a manufactor's warranty of 50,000 miles. I have since had multiple issues with the tires, which various tires would continuously get low tire pressure or become flat altogether. I have called stores and they have given me company phone numbers to call. The numbers I have contacted never provide me with help to honor their warranty or to provide a reimbursement. I would have never purchased tires from this company had I known that the tires were not reliable or the company would not honor their warranty.

  

  Business Response

  Date: 11/03/2023

  Dear **************,

  We are in receipt of the complaint sent to your office by ********************. We apologize for any inconvenience ******************** may have experienced at our facility.

  We ask that ******************** make an appointment to bring his vehicle in for us to look at before we can provide a resolution to his concerns.

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

  Regards,

  *********************

  Customer Service Supervisor 
  

  Customer Answer

  Date: 12/04/2023

  I am asking Pepboys to honor their 60,000 mile warranty for tires. I bought the 4 tires on 7/7/2020 and paid 426.66. Four tires that I purchased brand new only have gotten 15,000 miles and they have been documented to have low tire tread. My car is currently at 108,000 miles, the tires were purchased when my car was at 92,000. I have gotten my tires rotated and aligned with every oil change I have gotten, as it is a complimentary service with purchase. I have been having continual issues with my tires and I have been missing work as a result of these issues. Low tread was confirmed with Pepboys when I brought my car in for them to inspect. Time is of the essence in this issue.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Refund

  

  Business Response

  Date: 01/26/2024

  Dear *** *****.
  
  We are on receipt of the complaint sent to your office by *** *******. We apologize for any inconvenience *** ******** may have experienced at our facility.
  
  *** ******** purchased her tires at our location in CA, the tires are worn, we could not confirm the maintenance on the tires, which would include alignments. We spoke to the manager on how *** ********’s visit was handled, and he has agreed to bring *** ******** back in, and prorate the tires and provide replacement at a discounted price based off the tread/mileage.
  
  We again apologize as well as thank *** ******** for allowing us the opportunity to address her concerns.
  
  Regards,
  
  ***** *****
  Customer Service
  Supervisor

• Initial Complaint

  Date:10/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to pepboys on 06/2023 due to my engine knocking and other problems wrong with my car. In the mean time i had insurance through *** ****** to pay for my car to get fixs. In the mean time pep boys fired some employees and have a new management company. They fail to communicate with me about anything about my car. After to have to go inside to pepboys a month later , they inform me that no work havent been done on my car and they are waiting for *** ****** to send over documents. This whole time my car was in their possession i had two kickers speakers alone with a tv that comes out where the radio goes. They also lost my car key as well. They did pay a locks man to make another one. So to make a long story short, *** ****** never pay for a new engine, they said it was cover under the warranty. However, they did pay for other parts to get fixs on the engine, which didnt make sense due to the fact that my engine was knocking. They call me to come get my car October 11, 2023. When i get their i had to give them a 100 dollars for my deductible and they gave me the key. I look in my car and theirs wires coming from where my tv was, somone stole my tv and speakers. When i mention it to the manger ****** he told me he doesn’t know what happen to it and for me to contact loss prevention. As i am driving my car off the lot i get maybe 2 miles down and my car is up in smoke, its leaking fluid and I believe the radiator bust as well, i then call back and spoke to ****** who told me he will call me back, never did

  

  Business Response

  Date: 12/13/2023

  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
  
  We did get a key made for ******** vehicle that was lost $257.00. We also did a transmission TTC solenoid when the car was in our facility, nothing to do with the engine. Prior to this vehicle we did a turn up on 4-4-2023,No engine work had been done at our facility.
  
  The manager spoke to ****************** about the items that he claimed were stolen from his vehicle and unfortunately, we are not responsible for items left in the vehicle while I our lot.
  
  Regards,
   
  *********************
  Customer Service
  Supervisor