OCALA STORE #1659, FLORIDA -- On 9/20/2017, I took my car to Pep Boys to have my brakes repaired. My Toyota dealership in Ocala told me that I needed new brakes. When my brakes were inspected by Pep Boys, I was informed that my brakes were okay; however, I told the manager (Bill **) that I was going on a vacation in October and would like the best brakes they had, and he recommended the brake fluid, also, be changed and I agreed. The work was soon completed and I am very satisfied with the brake repair. Also, the restrooms my wife and I used were the cleanest I have ever seen in any business we've visited. KUDOS to Manager Bill ** and his crew.
OCALA, FLORIDA -- My brakes worked well but the rotors had a ridge, so for preventative maintenance, I had them switch out the rotors. Harrison drove my vehicle from the shop to the door of the office waiting area. Harrison let me know that now my brakes were so good that even a little light touch would stop my vehicle.
When I was driving away my brake pedal went all the way to the floor and my vehicle only barely stopped after a very long time of pressing very hard on the brakes. I almost got killed. I turned around to immediately take the vehicle back to the shop but Harrison had already gone home. Harrison risked my life so that he could go home earlier. Harrison looked me right in the face and bald faced lied to me, risking my life for his convenience.
PHOENIX, ARIZONA -- Last year my brakes needed to be replaced so we went to Pep Boys where we bought the front brakes for my 2001 Chev Cavalier. We were told they had life warranty so we used my dad's Pep Boys reward card and used his phone number for the warranty information. But when we went back on July 3rd this year we were told they were not under warranty even though they did have a small deep scratches. They said worn out brakes are not under warranty. When they tried to look up the information using my dad's number, ** kept saying he was not in the system. My dad speaks Spanish but does understands and can speak some English.
My dad was telling the representative we had bought several other car parts and have always gives his phone number for warranty. ** my dad then found his rewards card and his name came up right away!!!!!! ** who was also at the front said "here we go again" and said he was going to get a Spanish associate from the tire department, to better explain the warranty policy. The representative that was looking at my dad's information told us that since the brakes were not installed by them that they wouldn't be able to warranty them because there was no telling what had happened to the brakes.
I then replied they had never said that when the brakes were bought. We then spoke with the Spanish speaking tire associate who said there were deep tiny scratches that they would be under warranty but that they did not have them in stock. So he called another location and said they would have them Friday morning by 9am. Since I had a car with no brakes I missed work on Friday and we (my dad and I) went to Pep Boys to pick up the brakes. We were told again that the brakes were not under warranty. After going back and forth we were back at square one again.
Why didn't they inform us that they were going back on their word and not honoring our warranty instead of making us drive there only to argue? We went to Auto Zone where we bought some brakes for $40 and were told they would have lifetime warranty and that we should get them changed out before they get really worn out or get cracks since it could be dangerous. Not only did Pep Boys not keep their word and promises but they cost me money - having to call off - and time! Someone should teach them some real customer service!
My dad then called Pep Boys Corp to file a compliant only to be told that they would return his call within 48 hrs. Only to get a call a week later from the same person we spoke with at the local phx location! The manager just said he was going to speak with the associate. How does that help the fact that I lost a full days of work, money and time?
LAUREL, MARYLAND -- I was driving my son's car from Florida to Maine for him and lost my brakes on I95. Was towed from Maryland welcome center to Laurel MD Pep Boys arriving at 2:30 pm Friday October 1st. Car examined and was told they would have it fixed and have me on the road by 9pm 10/1 for a whopping $856.00. At 8:30 that night was advised that they needed to order parts and they would get me on my way on 10/2 by 12 noon so I went to a nearby motel. I let them know I had to get to Maine asap and my flight back to FL would leave from ME on Tuesday 10/5.
There's not enough room on this site to go into the details of what transpired but to make a long story short, they ordered the wrong parts 3 times (and blamed me a 51 year old woman for this). The manager and district manager were rude, condescending, call me a liar, shouted at me in the store in front of customers and brought me to tears. And the real kicker is that the whole time they were ordering the parts 3 times mind you, they had them right there in the store to begin with.
They did offer a lousy 10% discount, never did offer an apology or show any empathy for my situation - a 51 year old woman stranded for 4 days while Pep Boys orders wrong parts all the while blaming me for not knowing the correct parts to order. This cost me $1400.00 plus with hotels, rescheduling flights, missing work etc. They then offered a $150.00 money order to be mailed to me, which I never received, and when I called them they again tried to insinuate that I was being dishonest and it was delivered October 12.
Well Pep Boys I never received this money order and will now focus on letting everyone I know about this ordeal and I will ask them to share this with others as well. After all I really don't want any other old ladies to end up going through what I went through. And for the record, ZERO STARS.
MANSFIELD, OHIO -- I took my 1997 Buick Century to the Mansfield, Ohio location due to brake light being on. Once they checked it out they ended up replacing the pads and two of the rotors and bled the system. My total bill for the service was 221.00. When I got in the car to leave, I noticed the brake light was still on and went back to service desk to check on it. They told me since I didn't tell them to reset the light it would be 75.00 service charge to do so. When I tried to explain I came into their shop due to light and only a complete moron would think I would have to tell them to reset it, they informed me, it would be 75 dollars on light stays on. It stays on... A TOTAL AND COMPLETE RIP OFF.
QUAKERTOWN, PENNSYLVANIA -- I was sold the Bronze brake service and alignment. The brake service included pad replacement along with rotor resurfacing. The cost was $129.99 of which $29.99 were parts. In their description of the service it includes machining of the brake rotors. This was not done so I paid $100 for them just to install pads. I later I was told by a mechanic working there that rotors are never resurfaced as their machine is not working properly. So anyone buying this service is getting ripped off. I also purchased an alignment and after driving away the steering wheel was still not centered.
I wrote my mileage down before going in and the mileage was the same when I picked it up. You would think the car would have been road tested after getting brakes replaced and an alignment. I will never go back.
I took my car for front brake service, they never repair the car completely and had to take the car back three times for service. The fourth time it seem to work correctly the store clerk told me they adjusted my rear brakes and for some strange reason they lock on me. Took it to another Pep Boys to be told they was over tighten causing them to lock. The first store would not admit to adjusting the brakes. The second store would not repair it for free and all they did was ignore my pleads to get my car fix. The Corporate office all they do is document the calls and never follow up. They also lie for over a month, neither the stores or corporate office contact me.
I had to call almost every other day for information. It's been a month and still have no car and they continue to lie. I have spent thousands of dollar at Pep Boys store and they don't seem to care about their service or the customer. I beg all cars owners please boycott them as they don't deserve to be in business.
My life was at risk three times, had my brakes lock on a major parkway and they still don't care. Here is my complaint number **. The corporate office does a worst job of customer care than the repair service techs and store managers. The worst part is that you would never talk to any other person higher than the corporate office so don't even waste your time calling, just take your car for service somewhere else.
PHILADELPHIA -- 2011-07-19 after a brake flush done at this store service area Colorado Springs 135 North Academy Road, Colorado Springs, CO 80909. 2011-08-04 vehicle's brakes completely seized and locked up. Patrol vehicle towed to store. Store reports back there has been a contamination of the brake fluid that they had put in our agency's vehicle. And the store in question had been the last to handle said vehicle. Store manager states that the full ABS and brake system is damaged and he will do me a quote for repair. I cannot believe we take a vehicle to their organization for a $62.99 brake flush.
And they put contaminated brake fluid in vehicle and expect our organization to pay $4500 to $5000 to replace and repair it all and the ABS. There is something seriously wrong when something like this happens. Definitely crook's desired outcome.
PINEBROOK, NEW JERSEY -- I took my truck to Wigder Chevy in Livingston for a brake fluid flush. They said they couldn't flush them because my brake lines are rusted & would burst if flushed. They suggested changing all the rusted brake lines for $2200.00. I went to your Pep Boys store in Pine brook store ID # 1616 service work order ** and they said if they aren't leaking the flush wouldn't cause a leak. ** assured me I was being taken. They are really honest and did the brake fluid, radiator, power steering fluids flushed, check my belts hoses and all was fine. I highly recommend this team way to go. Happy in Whippany NJ.
CHICAGO, ILLINOIS -- First of all I will start by admitting the only reason Pep Boys has repeatedly disappointment my family and myself is because we were stupid enough to get pulled back in with their coupons and discounts. We have had almost every repair done to our three cars at this particular location (Oak Park, IL) and it has really cost lots of what I now believe were unnecessary repairs! After the last two incidents we are vowing to NEVER give them another hard earned dollar! We took our daughter's car in for what we thought was needing new tires due to an alignment issue.
After their inspection, we needed four new tires, struts and the alignment for a total of $900.00. Not having the cash on hand, decided to find a tire shop to get the new tires were new, we needed as well as a second opinion. To our pleasant surprise, my daughter's car only needed the two tires. Her car did NOT need struts or the alignment! The second and last straw for Pep Boys in the eyes of our family is I am on my way out to runs errands as most of us do on Sat & Suns and my oil light turns on and we just had an oil change no more than 2 months ago.
So after my husband takes a look at it, Pep Boys did not tighten the oil filter and I have been driving with no oil. God only knows... my light just turned on today so hopefully I did not blow my engine! :( Pep Boys you're a perfect candidate for the BBB.