SANTEE, CALIFORNIA -- I arrived at the Santee, CA location for my appointment on Monday. Your representative looked at their computer and requested when I had made the appointment. I was then informed that the technician who does air conditioning won't be in until Saturday!
It was fairly obvious this was the first time the appointments were checked. If the appointment had been checked earlier, I could have been called. This is poor customer service.
It would appear you need to update your website so that occurrences such as this would not be allowed. That is, if a technician is not available, do not let the appointment be scheduled.
ONLINE SERVICE, PENNSYLVANIA -- Pep Boys has the worst online system. I had placed an order for Shocks on my 2001 Chrysler Town and Country Mini Van. I even paid for overnight delivery. Problem with them is that they don't tell you if they have the item in stock or not. Ordered parts on a Wednesday, nothing from them by following Monday so I called them. Waiting online for them to answer is a real fun experience. The person who answered said they would check and call me back, what a joke.
Had to call two more times only for them to be delivered the following Thursday. They were not in stock and they can't tell if an item is in their inventory or not. Pretty sad in the modern world.
HEMET, CALIFORNIA -- Went in with noise coming from? They did our bearings, (at $550) then sent it home like it was fixed. Didn't even bother checking to see if the noise was still there. The next day I brought it back and had one of them jump in while I drove around the parking lot and he said something was rubbing. They put it back up on the rack and checked their work and said one of the bearings was dry, guess they don't pack them when they put them in!
That didn't work so the did a brake inspection and said it was the brakes so they did the brakes, ($300) sound still there. Then they told us they checked the rear end and they found shavings and no oil. We need to repair the differential rear end, they don't do that. Wanted to send us to another shop, we went to Jimmy D's and they checked it, rear end is fine, no shavings, center bearing was out. Guess they couldn't see it right in front of them. Never figured out where the shavings came from.
Will NEVER go back to Pep Boys again.
INGLEWOOD, CALIFORNIA -- I went to Pep Boys to purchase a tire repair kit. I asked a tech representative standing by the entrance and was told where to look. I went to the location. As I began to look at the choices another older tech representative called out to me from the far end of the isle in a disrespectful tone; asking if I needed help. His tone towards me was extremely rude. He spoke to me as if I were an undesired animal.
I am a retired Electromechanical Engineer of one of the country's largest defense contractors--38 years.
I enforced the 3-strikes rule and this local Pep Boys has just been fired.
ROSEMEAD, CALIFORNIA -- When I took my car for oil change, they told me my Axial of front tire has problem need to be change. At that time, he told me part $76 and workers $104. After they fixed my car, they told me workers were $176 plus parts. I asked me to show me the quote. They wanted me to proof but they did not give me the quote in paper before the repair. They are not honest.
After a week, my car has another problem. Hand brake is not working. I go to another mechanic shop. They told me someone did not put back my brake at all.
Don't trust Pep Boys.
PENSACOLA, FLORIDA -- I wish we could thank Pep Boys in Pensacola but they have cost us a fortune. Started with 350 estimate that by the end cost 1123.21 after getting 10% Military discount, for a leak in the rear differential, they said need new axle and all new seals they had the 98 blazer for 3 days. Drive to Panama City smell something burning stop at Pep boys that said the gasket was pinched and install incorrect without RFV or something and out off rear oil, they said they fixed with no leaks after a day under warranty great right. The next day drove to Tallahassee and back to Panama City started leaking again took it in they said out of oil that the front seal of the rear differential was leaking and that it just started and was not covered by the $1123.21 in seals and labor cost that they would have to take it all apart again but for the one seal it would only cost $300.00 for being a return customer. I said wait I want to shop around and I did today to find that if I go somewhere else I void the warranty "Pepguard warranty" that I paid 136.83 for. Now what do I do Pep Boys will not call me back except the Pensacola store who said he would have a talk to the mechanic. That does me no usefulness here in Panama City, Just coincidences it was not leaking in Pensacola, the next day not leaking in Panama City when they fixed the rear gasket from Pensacola and said it was out of fluid but two days later it is leaking and out of fluid again, I am not that much of a believer in coincidences.
COLUMBUS, OHIO -- $1500 to get get my air conditioning working, after 2 attempts. They replaced a radiator fan, with duel fans. One of the fans never came on from day 1 causing my car to overheat while sitting at traffic lights with A/C on. Took it back for 2 straight weekends. My car just sat there. When questioned they were overwhelmed with business and sorry about my inconvenience.
I would need to get a rental car and leave mine there for the week until they could get to it. Also anytime I've gotten anything done there, they tack on the $29.95 extended warranty, without my knowledge. Got my money back. But, you know they have just become total rip off shop. It's too bad because they were at least OK before. So much business, now it's screw you. We'll see how long this screw you thing will last for them.
STONE MOUNTAIN, GEORGIA -- My car broke down and I could not move it. So I got it towed to Pep Boys because it was less than a mile away from my house. I got it towed on Wednesday. I called customer service before my car was towed up there and was informed that I did not need to come and they would call me and let me know what was wrong. I did not receive a call that day.
On Thursday I called and was told they had not checked my car yet but will give me a call by the end of the day. That did not happen. Finally on Friday I was able to talk to someone who was a mechanic. He told me no one told me anything about car or did not have contact info for me. Smh. So he tells me its my ball joints and at the cost of labor would be around 200. And altogether with the towing the cost will be 436.
The labor was $100 hr which equaled $333.30. Limited warranty that I did not ask for $50. Shop Fee $35. Suspension Evaluation $20. Towing was lowered to $20. Parts 78.72. And when I picked up my car they did not give me an explanation on what caused it or what's needed to prevent it. WILL NEVER RETURN!!!!
SALEM, MASSACHUSETTS -- One of the Pep Boys drivers, who works for the Salem, MA location, blew through a red light and totaled my family's car. They nearly killed my husband and 2 small children. Pep Boys has a cheesy insurance company and we cannot get anyone to talk with us, let alone cooperate with us.
We called Pep Boys location in Salem, MA to discuss this w/the manager and he hung up on us. The Pep Boys driver received 3 citations and one of them was "driving to endanger". We have witnesses and the policeman on the scene told me husband that if the accident happened a second later, my husband and our children would be DEAD. We need Pep Boys' insurance company to pay for a rental car (now that we don't have one) and we need them to pay the related medical bills.
We are forced to pursue legal action. I really wish Pep Boys would run a thorough background check of the illiterate people they hire. The driver who hit us is known to the police and is a drug user. Please be careful when you deal with this company, and avoid the Salem, MA location because you are dealing with uneducated low-lives.
PITTSBURGH, PENNSYLVANIA -- I left my car at Pep Boys, 4571 McKnight Road, 15237 for a state inspection. An hour later Ricky from Pep Boys called to tell me that the "check engine" light is on and it will cost me $90 to diagnose it. I asked what is the error code and all he could tell me was that "it gives us an idea where to look at" and that I really need to pay for it. I refused to pay for the diagnosis but was still forced to pay ~$30 for the failed inspection.
When took the car home and googled the error code I found out that it is a coolant temperature issue, which could have a number of possible causes, none of which seemed worth $90. Long story short, I checked what I could (temperature sensor, thermostat, etc), couldn't find anything wrong with it, reset the "check engine" error, used the car for about 2 weeks / 500 miles, and took it to another place for the state inspection. It passed the inspection without issues and 2000 miles later the "check engine" light is still off.
I can't help but think that Pep Boys mechanics triggered the error code somehow - unplugged the sensor perhaps? Such attempts to coerce customers into paying for fixing nonexistent problems is disgusting. Even though my financial loss in this interaction was small (the cost of the failed inspection), I will stay away from Pep Boys from now on and will advise anyone I know to do the same.