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On 05-18-2016 I had my vehicle towed to Pep Boy's to do a compression check and inspection on my 2009 VW Routan Van. After driving approx 15 miles after having my oil changed at a Wal Mart in Aurora Co. I spoke with a young lady at the store on 12820 E Mississippi Aurora Co 80011. I explained to her the problem and she explained that they would do a inspection on engine and a compression check and I would have an answer around noon on the 19th. I told her I would be in with the van to complete any paperwork that needed to be done. After finding out from the tow driver that I would not be at store until after store closed, I called this same location and spoke with a gentleman there and told him it would be late and I asked him what I needed to do to ensure all would go OK. He informed me that the driver knows what to do with the key and that all was set that they would call me after inspection with results. The next day on the 19th I awaited a call from Pep Boy's until 12:30 that afternoon. I still hadn't received a call so I called and spoke with a John Tesh, who informed me that they had been trying to reach me all morning after finding out that they wrote down my number wrong. I was informed that they had no idea why my van was there. I explained to Mr Tesh what I was told the night before and he said no one left any messages as to why the van was there. Mr Tesh informed me it would take about two to three hours to get results and would call me with his findings. I received a call approx. 3:45 that afternoon in which I was told by MR Tesh that the motor had been overfilled with oil and it had caused compression to build up in motor and something broke inside motor damaging sparkplug and no compression in motor. I asked him at this time if he thought this was caused by the oil change done at wal mart and he assured me that yes that is what caused the damage. I then asked him if it would be OK to give his name and number to manager at Wal Mart, he agreed and I went to Wal Mart filed a claim and assumed all would be taken care of. On Tuesday May 24th I received a call from Scott Abbott a claims adjuster for Wal Mart. Mr Abbott informed me that he had spoken with Steve Prell the general manager of Pep Boy's at the location I had the diagnostic check done at. He informed me that after speaking with Mr Prell he was told that the motor was overfilled by a quart of oil, however that would not cause the engine to go. Therefore Wal Mart will not be paying a claim and the case would be closed. I called Pep Boy's and spoke with Mr Prell, and he informed me that he didn't know anything about the van and that he had just gotten back from vacation he just went by what one of the technicians had told him. I explained to him that I had spoken with Mr Tesh (John) and he informed me that is what caused the damage and that he had just cost me the claim with Wal Mart. He then told me that he would investigate this himself and get back with me early on 5-25-2016. I again waited until after 3pm that afternoon with no call from Mr Prell. I went down to speak with him and was told he was in a meeting and I left my number. I received a call from Mr Prell and was told that the damage was not caused by the overfill. I asked him what caused the damage and was told he didn't know that engine would have to be taken apart and they don't do that work there. I now have it at my mechanic to have an engine put in. I am very unsatisfied and disappointed in the way things were handled by the General Managers lack of understanding of the situation before he spoke with a claims adjuster. When I spoke to MR Prell the first time he didn't even know my van was still sitting in the parking lot. When I went in to pay my bill at Pep Boy's this morning 5-26-16 I spoke with John, the original person I spoke with after the inspection was done. he informed me that he had spoke with the technician(Zach Gerber)who had done the check and was told that the overfill is what caused the problem. I told him that the general Manager said it wasn't and he said he can't go against his manger. I have a professional checking out the motor and giving me another opinion on the damage done. The bottom line is this. I left Wal Mart and drove 15miles after an oil change and my engine shut down. I had it taken there to have an honest neutral evaluation done. I was told by John that the damage was do to the overfill. Then I have a General Manager, who admits that he had not seen my vehicle and wasn't even aware that it was still there who tells an adjuster that that is not what caused the engine problems but he can't tell me what did. This is the "MOST UNPROFESSIONAL" service center manager I have ever dealt with and I regret that I ever had my vehicle brought to your company. I am filing this complaint with The BBB and I will peruse legal action against Pep Boy's if it is determined that this is what caused the engine problems and Wal Mart will still not cover damages. I would be more than happy to discuss this further. I can be reached at Thank you for your time and consideration.


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