LANCASTER, PENNSYLVANIA -- I brought my car in the shop on Thursday 6/9/11 to have it looked at. The coolant light was on and the temperature was overheating. They explained to me that the water pump and thermostat needed replacing and that was fine. From Thursday afternoon until Saturday afternoon, car still was not done. By the time they called to let me know the car was done, it was explained to me that they had to replace the water pump twice because the first replacement part was defective, and they also had to replace a part in my car that didn't need replacing because it was removed and broken by one of the mechanics. OK, things happen.
Cost of repair $400+. I get the car home and my check engine light is on which was not a problem before I brought the car in. There is a terrible buzzing sound coming from the engine. The car "jumps" every time it is put into gear and while driving on the road so bad that I keep thinking I'm breaking something by putting it into gear. Now the car rides so bad, I'm afraid to drive it, let alone have my 18 year old daughter drive it to work too. I had NONE of these problems before bringing it into Pep Boys. So I bring it in Monday morning to get it checked and question why I am all of a sudden having all these problems with the car.
Spoke to salesman, he stated that NOW my "air sensor" went bad and that needs to be replaced. OK, but why is my car running so bad AFTER I get it fixed for another reason at Pep Boys?? And this is the THIRD time this has happened. The FIRST time, I had my car towed to the shop because it stopped running and wouldn't turn over. They charged my $600+ to "reset" my antitheft system, and the next day the car did the same thing. I had to take it to another shop, who in turn charged me $80 to fix it and I haven't had the problem since.
The SECOND time, I take my car in to get serviced (around Oct 2010), paid for about $980 worth of work on my car and the very next day, I'm driving down the highway and my battery light comes on, my check engine light comes on and the car practically stops in the middle of the highway! When I took the car in after almost crying because I was so afraid to drive the car, they gave me the same story; a part suddenly goes bad right after it gets fixed for another reason that they were unable to find the first time. I asked them to tell me EVERYTHING that is wrong with it so that I can get everything fixed on the car at one time.
When this occurred, the district manager stepped and saw something was not right about this situation and told me to bring the car back to get if fixed properly, free of charge. Now this is happening again to the point where my car is practically undriveable and now I'm thinking about calling an attorney about this and reporting the bad business practices of this shop to everyone I can including the media. And just for the record, I have had my car fixed at other shops and have NEVER had this problem with anyone else. This situation is risking the lives of me and my children and I really don't appreciate this since I've been a loyal customer.
I'm sorry, but as of now, as a single, ** female, I'm beginning to take this personal. (Just for the record, it's not the customer service because everyone has been exceptionally nice.)
MARLTON, NEW JERSEY -- Hello Guys, I got very bad experience with Pep boys Auto at Marlton, New jersey location. This whole thing is done in 3 days. This is I am writing for not to get cheated by others. This is all about my observation from my bad experience. It is lengthy but worth to read. You can get an idea how they are trying to cheat us. I am not good at written English so please excuse me If I cannot explain well.
My car details: 2002, Oldsmobile, Intrigue. Car Issue: Service engine soon light turned on. My experience with Pep Boys Auto: I went to Pep Boys Auto and gave for diagnose the issue. They said $103.96 (89.99 +parts 7.17 + tax). I said okay and gave for diagnose the issue. They called me after diagnose the issue and told that the issue with "Air pump diverter valve" (front one is damaged) needs to be changed (they recommended to change both valves front and rear). I asked him "how much the cost for part and labor is?" They said $69 for labor and part value is $371 (for front part only). I told him "I will call you back for the confirmation to change."
I tried to find out the rate from GMC dealer, when I find nearest dealer from Pep Boys. I got Marlton New jersey, I got Burn Buick - Pontiac- GMC (this dealer is apposite side of the road to Pep Boys auto (500 W RTE 70)). I called to this dealer and gave my car VIN and part name then the guy gave me the rate is $259 (front part only). I called Pep Boys and asked him which one is the best to get repair in low cost (I mean shall I go to the dealer or get repair with the Pep Boys which one is best?). He said "I will call you back around 11am." I said "Okay."
I got call from Pep Boys and he said that the rate is around $304 for the part. Then I asked him why is the rate is much variation with the dealer? He said "you can buy that part and bring that to here so that we can fix it and charge for only labor." I said okay and I went to the Pep Boys Auto and asked for diagnose report for bring the part. He said there is no diagnose report only they will say orally and by hand writing. Asked him to write the part name in a piece of paper. He gave me the Pep Boys Auto Business card to write the part name, then I took that and write on that required part name.
Then I went to Burn Buick - Pontiac - GMC dealer to get the part. I gave that Pep Boys Auto business card because I wrote the part name on that card. (My doubt has started here.) When I gave the card he immediately called to that Pep Boys Auto. I shocked. (In generally if we ask the part he should give the part and give the bill but he directly called to Pep Boys.) Here we can understand how the relationship between them. After he spoke with that Pep Boys guy he told me the rate $298+tax (it will comes around $304). Then I told him "I spoke today morning with your parts department and they told $259." (Here we can see his expressions in his face).
Then he called to Pep Boys again and told him about this issue. He spoke with him and trying to hide the issue. This dealer guy is told me he doesn't have those parts and the cost is $259 each after 20 minutes and he said "you should change the front and rear valve parts." If I want that, I need to give order. He gave me the estimation invoice with the parts details. Next day I called Pep Boys Auto and said that to fix the issue because I did not get the part from dealer. He said okay and he is going to give order for that part (I asked him to replace front part only).
After 1 hr I called again to Pep Boys and told him I need car before 5 pm on that day. He said it is not possible. So I said to cancel the order and do Oil change only. He said okay but if order cannot be able to cancel, I should pay the part cost. I requested him to try to cancel the order, he said okay. He called me and told me that my car is ready with only oil change. I said okay and I will come for pickup my car. I went for pickup my car to Pep Boys Auto. Actual required repair is not done, so I asked diagnose report for my future reference, if I need to repair my car in other auto repair shop.
Here is my question I asked Pep Boys auto service people: If I want to repair my car in another auto repair center, I need the diagnose report so that I can ask them to replace the part. (Because I don't want to pay again $100 for diagnose in another auto repair center.) Answer: But he (**) said there is no diagnose report only they will tell orally otherwise they will write by hand. (For getting this sentence from them I got ½ hr time). My request is declined from starting of my discussion. After ½ hr another senior aged person came and write required part name on my invoice paper (initially they written on my back side of invoice envelop).
Conclusion: Cheated by the dealer, GMC dealer guy parts department (**) is working for Pep Boys not for that particular dealer (its looks like cheating the customer). Cheated by the Pep Boys Auto guys, Pep Boys guy (**) is talking unnecessary things, because we should get repair by the Pep Boys or not decision taking by the customer not the Pep Boys guys (their intention is I should get repair in Pep Boys). If I was not realized because of this cheating I may be get repair in Pep Boys.
I spoke with mainly 3 guys totally in this above conversation. **: He was just did his job (I won't say he is wrong guy). **: I spoke with this guy ½ hr in above conversation. ** (GMC-dealer): around 20 minutes taken for giving the part rate and availability. Finally Surprising thing is: Without get repaired my car is now not turned on "Service Engine Soon light". If the issue is in my car still it should turned on "Service Engine Soon Light".
I think they are tried to cheat me without having the issue in my car, they tried to replace the part (I don't think they will replace the part they will charge me just like that) that means no part should be changed and there is no repair in my car but we get bill for some $300 bucks. I realized that "Service Engine Soon Light" is turned on because of doing late oil change. Here, they were not even changed the sticker for next mileage for oil change. Advise: Be careful guys If you are not careful they can do anything. Note: This is all my observation in my experience.
LAUREL, MARYLAND -- The short story: after a smooth drive of about 30-minute (about 20 miles) from a Pep Boys store to my home, all four wheel covers, claimed by the store to have been installed, on my Honda were missing. The store insists that this was not the store's responsibility. Sounds unbelievable? That's what has happened to me. I record the whole story in the rest of this complaint.
On 7/15/2009, I had some repair/service work, including brake check for my 1996 Honda Accord at the Pep Boys Laurel Maryland store. At about 9:45pm we (my wife and I) picked up the key of the car, which was parked immediately outside the workshop's first bay and was heading to the bay. We walked through the bay to the car from the front and thus didn't notice if the wheel covers were on or not. It was approximately a 30-minute and 20-mile drive from the shop to our home and the car was parked in our single home garage, with garage doors locked.
The next morning, I found that all four wheel covers were missing. I drove the car to the store and spoke to the technician: “you forgot putting on the wheel covers yesterday”. To my surprise, he replied “No, I did put them on”. He also said something that it was not easy to install them and he actually spent some effort getting that done. Well, we had this car for more than 13 year and had driven it for more than 150K miles. The car had been left for services in different shops, including another Pep Boys' store. We never have experienced one single occasion of losing one single wheel cover. How could it be possible for all four to fall off in such a short drive.
I spoke to Mr. A at the service desk on this (note: I know his first name but hide this info for now). Mr. A helped to check the workshop but didn't find any unclaimed covers. He said he would think about this issue and asked me to contact him in an hour. He gave me a business card and wrote his first name on it. I called him after more than an hour. He said that they didn't have the spare Honda wheel covers and asked me if I would accept other covers. I said that other covers would be fine because the car was pretty old. I told him that I would be in the store after work.
However, I later learned that there are different types of wheel covers, some clip-on type and others screw-on, and that my Honda uses the screw-on type. I then called Mr. A in the afternoon asking him what type of covers he had. He told me that the store only had clip-on type. I then said that I would want the screw-on type so that they wouldn't fall off. He said that he needed to order the covers for me and asked my vehicle's identification number (VIN), for ordering purpose. He said that he would call me once the covers became available. I waited for more than a week and never got any call from the store.
I then called the store on 7/24 but the agent answered the phone said Mr. A was not in. I called again today (Monday 7/27) and reached Mr. A. He told me that he actually didn't work on this issue and apologized. He said that he would talk to Mr. B (I know this person's first name but hide it for now), who checked in my car on 7/15. He said that he'd let Mr. B call me. I waited for about three hours but nobody called. I then called Mr. B. To my surprise again, Mr. B insisted that the technician had put the covers on. I asked if the technician put the covers on appropriately and he answered yes.
He said that because I didn't check the wheel before I drove off the car the store would not be responsible for the missing covers. This was not a good logic. Even if the covers were on when I took the car, they shouldn't have fallen off in such a short drive. I ask him to explain why the covers were missing in a 30-minute drive. He said that he didn't know. I told him that there were only three possible scenarios: the covers were not installed; the covers were not installed appropriately so that all of them fell off in a 30-minute drive; and I stole the covers myself.
Since he insisted the first two cases were not true, the only conclusion seemed that I had stolen my own car's wheel covers and tried to cheat the store. No kidding, this would be a criminal act and would warrant a police report (which I probably will need to file if the issue cannot be resolved with the store). I asked to speak to his manager, Mr. B said that he was the associate service manager and that the service manager had known this and shared the same opinion with him.
I asked to speak to his store manager. Mr. B said gave me the manager's first name but said that the manager already went home. He said I could call Pep Boys' corporate 800 customer service number. I found the number from the Pep Boys website and filed the case. I'll report more on this later.
NORRISTONW, PENNSYLVANIA -- Dear Michael CEO of Pep Boys, I decided to take my car to Pep Boys on 5/23/09 store 19 on Germantown Pike in Norristown, PA. My car was cutting off while I was driving it and when I tried to accelerate the car would shake and choke on the gas to the point the check engine light came on. I explain this to the technician. A few hours later they called me and told me my car was ready and what the bill was. I paid the bill and on my way back to my house all the symptoms I dropped the car off for continued. I called the store and spoke with ** the manager. He told me to bring the car back right away.
When I got there he reviewed the work done and said that there was an error code for the transmission and I need to take it to a transmission specialist. I said "I just paid you 411 dollars, my car is just as bad as when I dropped it off and you're telling me to take it elsewhere to have it fixed. Unacceptable." Why did you ask me to bring the car back if you weren't even going to look at it? I felt like I was just being dismissed. He also told me that the tech who worked on it didn't tell him about the transmission error code.
After going back and forth with him for about twenty minutes and being told I don't know what you want me to do, he decided to reimburse my labor money. I would still have to pay for the parts. This is of no help to me. I am not looking for a hand out. I just want my car fixed. The next day I took my car to a transmission place where they told me the symptoms the car is doing has nothing to do with my transmission. I put the car on drive and it goes and I put on reverse and it goes. Not a transmission problem. That same day the car died on me completely. It wouldn't stay on.
I called Pep Boys again on 5/24 and spoke with **. She told me to bring the car in and it would be looked at on 5/25. I get a call on 5/25 from ** who tells me the car starts up rough but it runs. I thought to myself well if it starts up rough as he is stating then clearly there is a problem. I said you have to run it for 25 min or so and that's when the car chokes, shakes and dies out. He said he doesn't know what's wrong with it and I would have to wait till another mechanic looks at it that isn't available until 5/26.
I thought to myself, isn't every mechanic there qualified to work on cars. Why do I have to wait till another mechanic comes in? So here it is Tuesday 5/26 at 1:30pm and I haven't heard from the shop at all. I call the shop and once again I had to explain to the person who picked up the phone what the issue was with the car. I told them I spoke to ** the day before. They put ** on the phone who tells me again they still don't know what the problem is. I ask if they looked at the car yet, he said yes, I asked if I would hear back from them today, he said yes. Gut feeling told me no one had looked at it and I doubt I get a call at the end of the day.
Four days later they haven't figured out what the problem is with the car. That is why I'm writing this email. It seems like there is a lack of communication at the store since I've had to explain what is wrong with the car to various people. Not to mention, when I took the car back on 5/24 I was told by ** the information wasn't in their system. Yet she was looking at a record of the work done that was stored in a file. I am frustrated and I just want to get the service I paid for. If they can't figure it out the problem then let me know and I will pick up the car and take it elsewhere. But don't nickel and dime me in the meantime.
FT LAUDERDALE, FLORIDA -- This letter was sent to Corporate without response. On January 30, 2009, I brought my 2000 Chevrolet Blazer into your Pompano Beach location to have my vehicle inspected. I advised the shop manager that I did not have any heat in my vehicle. After 2 hours of diagnosing, it was advised that my thermostat needed to be replaced. I was then quoted to replace that item with some additional services which I declined because I thought it was priced too high.
2 days later, I had replaced this item myself (due to the simplicity of this task) and then proceeded my trip to Connecticut (of which I advised the shop manager this was the reason I originally brought it in). I was traveling through Georgia when it began to get chilly and I turned on the heat but alas, I did not feel any heat even having it turned up hot to the maximum. I turned it off and continued my trip so I can at least make it South Carolina, but could no longer continue the trip due to diminishing weather temperatures.
I pulled off of I-95 to an establishment called Carolina Cars located in Florence, SC and the mechanic, **, diagnosed the problem - my heater core needed to be replaced. If I had known this prior to traveling, I would have had it replaced at that time, but your mechanic, **, diagnosed my problem as the thermostat. I paid a total of $80.09 for a 2-hour diagnosis that wasn't even CLOSE to what the actual problem was. If I had just replaced the thermostat (which I did) and just kept traveling, I could have destroyed my engine.
Adding to this issue, I brought my same vehicle in to have my oil changed on January 5, 2009 which was fine, but while that was occurring, I bought 2 wiper blades in your store and had asked ** to have the mechanic put them on for me while he was doing the oil change. I got back to work and noticed that the wiper blades were not replaced. I then had to take time from work again and have them put them on. Later on in that week, I noticed that there was a shop rag tucked under my hood very close to the motor (I was checking my windshield washer fluid at the time). Could you imagine what would have happened if that rag flew into my motor?!
So let's recap the events: The oil change involved me returning to your shop to have new wiper blades replaced and if I didn't look under the hood of my truck, I would have never noticed the shop rag near the motor that your mechanic neglected to remove before he closed the hood. Secondly, I paid for 2 hours of diagnosing a "no-heat" issue for my truck which was a thermostat replacement only to find out in South Carolina that it was my heater core. If this had not been replaced, my vehicle motor would have eventually been destroyed based up the fact I was traveling 1,400 miles.
This is UNACCEPTABLE under any terms of your establishment! The incompetence of your mechanics could cost customers thousands of dollars in repairs due to incorrectly diagnosing critical issues such as mine. Here is what I proposing: The cost to replace the heater core was $568.29. I am seeking restitution along with $500 for my grief, aggravation, YOUR incompetence and frustration that I was counting on your company to provide me an accurate diagnosis which was never delivered - this is almost comparable to a doctor who diagnosed his patient incorrectly and the patient suffered for it - this is called a lawsuit.
This is not a direct threat in any way or fashion, but merely a way for me to inform you that you are held responsible for your employees actions. So the total settlement I am seeking is $1,068.29. If you choose to decline, I will seek legal council advise, advise the Better Business Bureau, Consumer Affairs and possible media/newspaper publications. There will be no exchange of phone calls. All correspondence will be letter sent as legal documentation.
NORFOLK, VIRGINIA -- Here is the following situation regarding Pep Boys in Norfolk, VA (Store no. 111): Nov 8, 2008 I went to Pep Boys to buy some products. I happened to talk to a sales person (black heavy set male) who seemed to be a manager and was very nice. I changed my power steering pump myself and after proper priming procedures still had a loud whine (95 Ford Ranger). I also noticed my brake fluid was very dark and was going to change it myself because Firestone wanted $74 to change it and the local auto shop wanted $60. I already bought fluid, etc.for the job.
However, last night the gentleman told me he would charge me $49.99 to change the brake fluid and thirty or so to flush the power steering to help kill the P/S whine. He also stated that the vehicle would have to be driven 500 miles or so before it should go away since the P/S was just replaced. We talked about Firestones prices and how because of his low price I would let Pep Boys do both jobs. He took my name down for a 9 a.m. appointment.
In honor of our agreement I arrived at Pep Boys at 8:45 a.m. and they got my truck in a little after 9. The sales person, who was also present the night before at the counter, completed the paperwork and asked me to sign so they could work on my truck. They finished the truck at 10:40 a.m. Before I paid I said the price for the brake service was incorrect and the sale person stated that's what we (Pep Boys) charge.
I explained that it was too high. I reminded her of the conversation the previous evening and she stated she only remembered the power steering part of the conversation. I told her that's the reason I came in to have the work done. (The sales person from last night was not present this morning).
I said can't you reduce the cost to what I was told last night and I advised her "why would I drive 5 miles and pay $65 for a brake bleed job when they charge $60 on the base where I am stationed?" She then stated, “You signed the paperwork!”
I stopped my protest at this point because she would not budge on her stance and I did not want to make any further scene in front of the other customers. I stated that I would not argue any further, that she got me, and she was right that when I signed, I didn't look at the price. I assumed that the brake fluid change was Pep Boys' regular price and that the price quoted the previous evening would be honored.
However, the next day the manager "Todd" called me and asked for me to come in to get the difference and he apologized for the mistake on our agreement. When I arrived we shook hands, he refunded me the difference and parted on great terms. Re-learned Lesson: read before you sign - don't assume! Note: Pep Boys' prices are lower than Advance Auto Parts on average. Thank you again, Pep Boys.
LAS VEGAS, NEVADA -- On may 23, 2008, we went to pep boys located on sahara ave in Las Vegas NV (store # 0688) to order a fan motor for our car. We took the part with us that we needed, so there would be no mistakes. We were told that it would be in the following day at 2p.m. Went up there on the 24th to pick up the part and it was the wrong part. Then got the store manager involved and got the correct part ordered, so we thought!
Now it is June 2, 2008 and I still have no ** part. It has not even been ordered. After numerous phone calls up there, we are getting nowhere. We phoned on Wednesday and was told it would be there on Monday (today 6/2/08) and then again we phoned on Friday to make sure that everything was going as planned.
On Friday we were told that because we had only made a partial payment (because we paid for the 1st part that was ordered in full) then they could not order it until we paid the remaining balance, although on the 24th when ordering the correct part with the store manager, we were told that we could pay the remaining balance of $43 when we picked the part up.
So, again, on Friday we had the store manager get on the phone and the part was guaranteed to be there on June 4, 2008, with $25 deducted from the remaining balance. So, here these ** have $73 of our money already, for the part they they ordered the 1st time and it was the wrong part, although they had the part right in front of them so that wouldn't happen.
We called up there this morning (6/2/08) because on Friday the store manager stated that he would call us first thing this morning and let us know when the part would be in... No phone call, so we ended up calling and lo and behold the manager didn't come to work today! Not ** surprised. And the person we did speak to, let us know that the part has not been ordered yet.
So, explain to me how it takes 3-5 days to get the part that we need shipped to the store and it is guaranteed to be there Wednesday and it is Monday and the part has not even been ordered yet! I guess that incompetence is what it takes to work at pep boys and I will never step back in that store, if it is the last ** auto parts store on the face of the earth.
Also tried to call the corporate office, and couldn't get through. They kept reconnecting me to the customer service hotline, to employees that cannot even speak english, tried the CEO of the company Lawrence N Stevens, and he is not reachable either. Not surprised at although. Apparently no one at this company knows what customer service is and doesn't even care, as long as they keep making the big bucks. So screw Pep Boys. They'll never get another penny of my money!
LAKEWOOD, COLORADO -- Bought power steering fluid, put it in the trunk and drove home 50 miles away. Opened the trunk and there's chemical dribbling from the cap. Open the bottle and the foil had been opened. Who in the hell has a clear conscience after they knowingly stock an opened or returned item obviously used? Now I open caps all the time before purchasing because of frauds like this.
MORENO VALLEY, CALIFORNIA -- Two years ago I took my 1998 Dodge Grand Caravan in to have the serpentine belt replaced since it was original to the vehicle that now had 119,00 miles on it. The service was relatively quick and the van seemed to have new power and life. Two days later, the belt started squeaking again. I called the service department and the man there told me that it does that for a while when it's new and to not worry. I am not a mechanical person. Over the next 2 years my wife and I drive the van a total of 8,200 miles since I drive a company car.
Fast forward to last night, my wife is driving the van home from work at night and the van suddenly loses power to the steering, but can still accelerate. My wife attempts to pull over, nearly wrecking the van due to no power steering and then the van starts overheating. Upon inspection, the serpentine belt had just come loose. We called Pep Boys since the belt had a 3 year warranty and they came and towed the vehicle to their store nearby. Tow service was quick by the way. :D
Inspection revealed that the serpentine belt had come loose, causing loss of power steering, water pump power was lost and caused the radiator to overheat and crack, thermostat was now damaged as well. After replacing the radiator and reattaching the new belt, the system was pressure tested and revealed that no other components were damaged that may have led to the belt coming off. Interesting... I commented to the service manager that it was not a labor warranty issue as the belt would have come off in a matter of days if not immediately if something was not tightened. Since there was no other problems with the van, then it had to be a belt problem.
To make a long story short, the belt failure falls under warranty and resulted in the damage to the radiator. The service manager does not want to cover it under warranty for unknown reasons. He says that the part was put on 2 years ago, I told him that it had a 3 year warranty. He was then evasive and did not talk to me anymore. I have contacted corporate office and haven't heard back from them yet, I have also contact the Bureau of Automotive Repair and filed a complaint with them.