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?
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.
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.
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.
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.
E. PROVIDENCE, RHODE ISLAND -- I started my business with them by stating I've been taught to ask, whatever gets replaced on my vehicle, I want in a box when I pick up the car. I needed brakes. Long story short, 3 days later and $685, they said 2 of my calipers were frozen. I needed an air cleaner because "it looked like something was living in it" and an oil change. They didn't have the old air cleaner for me so I made them, after much complaining, remove the air-cleaner from the bill. So I got it for free. But that's only $25 so it's a very small win for the informed consumer. 2 of the pads didn't really need to be changed.
The seized calipers are probably because that the pads showed a big gouge on one side from where they used a single screwdriver to spread apart the caliper, instead of a caliper spreading tool. This probably caused the alleged caliper seize. I've done my own brakes numerous times in the past, I'm no pro, but I know if you don't apply even pressure to both sides of the pad while spreading it, it can cause damage. Anyway, they also lost my remote locker/unlocker which was initially with the key. (They did eventually find it, but still!!!)
They have a charge (sku#4120) for, and I quote "costs and profits to the motor vehicle repair facility for miscellaneous shop supplies (and fluids)". I know that when dealerships charge you $6 for a can of brake cleaner, (for example) they use 3-5 squirts and put the can back on the shelf and charge the next person the same, and the next person - using the same can. So I've been taught to get the remainder of the said cans or bottles. This is your lawful right. Pep Boys gets around this by the computer automatically figuring in a percentage.
This also includes, according to them, compressed air, hydraulic lift, rags, wear & tear on their equipment, grease etc. This is such a total scam it's preposterous. And I am in the process of writing to their CEO and complaining. There is no shortage of complete horror stories about Pep Boys. And no surprise they are not part of the B.B.B. Save your time and aggravation and go elsewhere for your service. Talk to people and find a local mechanic that's trustworthy. It may cost a few dollars more from time to time, but it's worth it. I know, my dad used to be one of those trusty mechanics who didn't make a whole lot of money but never had an unhappy customer.
And to top it off, they still charged me for a bottle of brake fluid. Brake jobs require brake fluid, it should be part of the price. But alas, Pep Boys loves money, anyway they can get it. Always ask for your old parts and remaining fluid/spray beforehand. Good luck.
IRVING, TEXAS -- On 5/19/06 I accompanied a friend to Pep Boys in Irving, TX to get his brake pads replaced at the advertised price of $69.99 per axle. When he asked about it, the clerk said something like, "Oh, you don't want to get the $69.99 brake job! We don't take the time to smooth the pads on those. After a few days, your brakes will start squealing. If you bring it back, we won't be able to fix it. You need to get the $149 brake job." When I asked if we could still get the $69.99 brake job, the manager came over and started another sales pitch, something like, "Well, we can do it for you, but you won't be happy with it, etc."
When I asked him why his company even advertised the $69.99 brake service if the quality was so bad, he said I would have to ask the corporate headquarters about that. When I told him politely that I disagreed with this type of sales tactic, that it seemed like "bait-and-switch" to me, he became angry and said quite loudly that since we didn't seem to trust them, we should go find another shop to do our repairs. So we did. According to the Federal Trade Commission, in "Guides Against Bait Advertising," this behavior is illegal.
"Sec. 238.3 Discouragement of purchase of advertised merchandise. No act or practice should be engaged in by an advertiser to discourage the purchase of the advertised merchandise as part of a bait scheme to sell other merchandise. Among acts or practices which will be considered in determining if an advertisement is a bona fide offer are: (a) The refusal to show, demonstrate, or sell the product offered in accordance with the terms of the offer, (b) The disparagement by acts or words of the advertised product or the disparagement of the guarantee, credit terms, availability of service, repairs or parts, or in any other respect, in connection with it,"
Also, before the brakes discussion, they had tried to sell my friend a $95 "tune up", where they would do nothing more than check fluid levels and replace 6 spark plugs. This also seemed like a scheme to make money off consumers who are ignorant about car repairs. This was my first experience with Pep Boys and will be my last. Companies who violate laws and business ethics like this should prosecuted and put out of business.
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.