WEST CHESTER, PENNSYLVANIA -- Pep Boys in West Chester has got to be one of the worst stores ever for management and customer service. As a frequent shopper at the store I've had several disappointing trips but I'm going to tell about our last 2 experiences. My wife's battery died and left her stranded at work. Understandable - batteries die, things happen. The battery was less than 1 year old. Having bought a new battery where she was stranded, a replacement was unnecessary. I brought the battery in to Pep Boys, they put it on the charger for 30 minutes or so and said the battery is holding. If the battery didn't hold the charge I would be refunded.
I told them the battery failed my wife once, I do not want the battery. I asked the employee if they would put this battery back into their wife's car? Nope. They told me too bad, I am going to have to eat it. So I went to get the core money back and was told I can't have the money for a reason I am still not certain of. While trying to clearly understand the reasoning the BOSS, as referred to by another employee, told me to "take the battery and leave." Seriously that's how it's handled?
So the previous experience went like this. My wife had a flat tire so I changed it and put the donut on. She went into Pep Boys to have the tire repaired/changed earlier the next morning. The manager was at the service desk, she told them she needed a tire changed. She was told they do not do that here. Pep Boys doesn't change tires? She left and went to Pep Boys in Exton where they did it free of charge. Do we really have to drive an extra 10 minutes to go to the same store? So in conclusion I will not be a frequent shopper at Pep Boys in West Chester no longer. I would advise anyone who reads this the same.
DALLAS, TEXAS -- I went to the Pep Boys in Dallas. Wasn't from there so didn't know where else to go. My battery was bad, they tried to say I needed an alternator but I had just had it checked the week before so I knew it was good. I told them to just put the battery on and I would have it checked again when I got back to my home town... Had it checked and it is fine. There was two other people in there at the same time with battery problems and they told them the same thing! They are not doing people right.
I went to Pep Boys for an oil change and because the lights on my dashboard were very dim. I figured if I went to a regular service station and told them about the dashboard lights I would be hit with a new alternator or some expensive repair. I figured Pep Boys (don't make a commission - Just work there. I still don't know??). I hoped it was just a light bub and they would know what they were doing. Or at least they wouln't try to sell me the store.
After waiting on line 25 minutes to put in my order I was told to come back in 2 hours. When I came back I had to wait in line again to find out if my car was ready. I was told to sit in the waiting room. (Another half hour.) A mechanic came in and asked me what was the trouble with the battery. I told him the dashboard lights were dim. He came back quickly and told me "the battery wasn't charging." So of course I bought a new $90 Bosch battery. My car is a 2001 Prizm with very low mileage (23,000). But how long do batteries last?? I don't know.
After waiting another hour I paid and was ready to go. I was happy that the problem was solved. When I left it was dark and guess what. THE DASHBOARD LIGHTS were still dim. I should have turned around and went back but I had enough waiting around at Pep Boys for one day. I decided to go to a service station someday. For another 2 months I was always nervous driving the car fearing it would break down at any time. Then one day I found out the problem. There is a knob that dims the dashboard lights. I didn't know about it. It is low on the left side of the steering wheel with an icon that looks like a cigarette lighter. I don't smoke so I never had a reason to touch it.
I still don't know how it was moved. I know it's my fault for not being more informed about every knob in my car but the point is why didn't they do the right thing and try that first?? They could have had a customer for life. But to make matters worse when they do an oil change they are supposed to top off all the fluids. It only snowed twice where I live so I was confident when I took a trip upstate I would have enough windshield wiper fluid. I was in for a surprise to find out on a trip It was empty. I had to keep pulling off the road to wipe it. Until I could find a place open to buy it.
So my point is they lie and they don't top off the fluids. I would of paid them extra to fill it up at Pep Boys just let me know. Anyway Pep Boys will waste your day waiting around and you don't get what for pay for.
PORT JEFF STA, NEW YORK -- I have been a customer for many years at this Pep Boys. Until the last 4 months I have not experienced any problems. But they have misdiagnosed now 2 different cars, and charged me money for those evaluations. First was my car, towed into the shop after it broke down. They tested the car and said I simply needed a battery. I drove the car to the store and home and to work the next day. I left work that night and again the car broke down. After a second 2 hr tow wait, again to the shop they said they retested the electrical system and must have given me a bad battery. They installed a new one, and I left.
I went back and forth to work the next day, however, the next morning the car broke down on the way to work. Another 2 hr wait for a tow, back to the shop. Waited for a 3rd evaluation and the 3rd mechanic comes in to inform me not only do I need another battery, but the problem was the alternator. They made good on it by obviously paying for the 2nd and 3rd tows (19.99 ea) and didn't charge me labor on the alternator.
A few weeks later I went in for a simple oil change and also to complain my belts had been loudly squealing since the alternator work. They changed the oil and told me they checked the belts and there was nothing wrong. (They squeal to this day.)
My daughter's car went in on Mon. We told them it needed a tune-up, but that there was a shimmy in the front end of the car. They told me it would be 89.99 to evaluate. We said OK. The man, **, said all he had to do is get the keys, have her sign the order on the little screen and he would print out the order and give her a copy. I step away to the ladies room. I came out she was there waiting, we went to breakfast. I asked her for the paper and noticed another 19.99 charge in addition to the 90 dollar one.
He also put down she needed brakes instead of the tune-up we told him about and wrote down her engine light was on (we said it flashed because of the tune up) and that the car was shaking violently (it was a shimmy) - I asked "What is this?" and did he say anything to her. She said all he said was to sign the screen. Needless to say when we got back, I complained about the extra charge, he said he told us about it. The disagreement ensued and they removed the charge. They then informed me they couldn't help me that it was her differential. We would have to take it to a transmission place.
The next day we took it to Aamco. They evaluated the car (for free) and told us they don't know why Pep Boys said it was the differential, there was nothing wrong with it. He suggested to take it to another mechanic. Day 3 of our saga, we went to another shop, recommend by a friend. The shop evaluated the car (for free) and found it was the left outer tie rod causing the shimmy. (Please note Pep Boys did a Steering/Suspension evaluation too which was the extra charge we found out it wasn't included it the car evaluation.) Finally the car is fixed after 3 days and 3 shops.
I called the 1800 Pep Boys number to lodge a complaint for the 90 charge for an evaluation that was totally useless. They gave me a complaint number and said I would hear from them within 48 hrs. About 45 minutes later the Service Manager, ** called me from the PJ shop and was angry. He was rude and in the end told me "Just come get your refund, because you're really not worth the aggravation." I went down there, walked in, he greeted me with a smile, until I told him who I was. The smile left his face to anger, told me to follow him, (to the register) he told the girl to give me the refund for the amount on the paper.
He leaned over to her ear and said "2 and 3 party evals and she wants a refund from us? This is **." and he walked away. That is the last time I will ever go there for anything. It's sad it used to be a nice, knowledgeable shop, but they've had mechanics leave and the talent is no longer there. I have a new place to go for car work and if I need any auto goodies I'll go to the new Autozone that just opened across the street. I called the 1800 PepBoys number back and the person was very uninterested in my experience.
CHICAGO, ILLINOIS -- Yesterday, 10/5 I was the typical female in distress. The wonderful men at Pep Boys located at 7030 S. Cicero came to my rescue. A very special thank you to ** for taking me to my car to give me a jump. Once we were in the store the customer service was excellent. He turned a bad situation into a good experience for meeting some great people. A special thank you to ** for all your help!!! You are great representatives for Pep Boys Customer Service.
Rude Cashiers/Rude Managers that talk down to you. Cashier was busy socializing in front of the manager with her friend and acts as if you are a burden by asking for help. Manager talks down to you about a battery that was purchased 3 years ago with a 3 year warranty and winds up selling you a new battery and not replacing the defective car battery that his machine tells him is defective and must be replaced. All of this happened at Pep Boys in Brooklyn NY on 9-9-2011 store #0247, on 4th Avenue. AVOID THIS PLACE, CUSTOMER SERVICE IS UNHEARD OF TO THEM!!!
HICKSVILLE, NEW YORK -- I went into Pep Boys one evening to have a battery installed. They quoted me $15. After installation they handed me a bill for $50. When I questioned the price they said $29, twice the quoted price due to a "difficult installation." Under duress, I paid the bill to get the car back. I filed a complaint with corporate and went back to the store to talk with the store manager. He sided with the Boys, saying they quoted me the fee for the additional labor required for the "difficult installation." They did not! When I argued with him that they did not, he told me to "watch my mouth" and that he was going to "take me to court." Crazy, eh?
Only when I pointed out that they incorrectly installed the compartment cover, failing to secure the anchors and support bracket did they agree to refund me the $15 additional fee. I am extremely dissatisfied with Pep Boys and do not recommend them to anyone!!!
NAPERVILLE, ILLINOIS -- I brought my Mercury Sable into Pep Boys in early 2010 for repair 3 times for an apparent electrical short. I had recently installed a new battery so when the first thing they suggested was that I replaced it I asked them to make sure that it was indeed the battery. The assured me this would be done. "Yep, it's the battery." 3 days later my car was dead again. 2nd trip: "Yep, it's the alternator." Are you positive? "Definitely" was the response. 2 days later the car was dead. They were never able to figure out the issue partly because I spent A LOT of money with them already with the "guarantee" that it would be fixed.
Also their rewards program is really hard to use. The in store people have no idea how to actually use the program and emails to the Pep Boys people online achieved nothing. I'd rather them tell me that they don't know what the issue is instead of going down the line of most obvious parts one by one while I bleed money. MY RECOMMENDATION: GO SOMEWHERE ELSE. They lie and are incompetent at best.
MOBILE, ALABAMA -- I recently posted a complaint about my experience when having a battery installed. Someone read the complaint and contacted the store manager from that location. He in turn called me, offered to swap out the wrong battery for the correct one at no extra charge. I was in and out in 18 minutes. Upon leaving I was also given a free oil change for my next trip. My car was even brought around front for me. I was very pleased that they tried to make up for a bad first experience. With so much effort involved, I had to come back and let everyone know that they really tried to correct the situation. THANKS PEP BOYS...
MOBILE, ALABAMA -- I went to Pep Boys to have my battery checked. When the guy walked out to check it, he told me the car wouldn't crank. He quoted me prices for 2 different batteries. I told him that I would go ahead and spend the extra 10 dollars to get 24 extra months. When I asked an approximate time, I was told I'd be the next car in line. I waited approximately 15 minutes and no one walked out to check my car. The manager (that was beside the co-worker the entire time) pulled a car around back and put his car ahead of mine. When I told the manager that I had been told I would be next, his response was "Yea, I'm bad about that."
After being there 45+ minutes and paying 20 dollars to have it installed, I was ready to check out. In the process of itemizing my total purchase I realized that they installed the wrong battery... I was so tired of the situation, I simply gave up... Communication is the key to success and I do not feel that anyone listened. I was not told correctly of where I would be in line and the battery that I agreed to purchase wasn't installed in my car...