Pep Boys - Empty Promises and Life Time Warranties
front - brakes - Complaint
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 ha life warranty so we uses 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 the 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 dads number ken kept saying he was not in the system. My dad specks Spanish but doses under sands 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. Ken my dad then found his rewards card and his name came up right away!!!!!! Ken 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 sine they brakes were not installed but them that they wouldn't be able to warranty them because there was no telling what had happened to the brakes. I then replayed they had never said that when the brakes were bought. We then spoke with the Spanish speaking tire associate who said there we deep tiny scratches that they would be under warranty but that they did not have them I stock. So he called another location and said they would have then Friday morning by 9am. Since I had a car with no brakes I missed work on Friday and we (my dad and I ) we to pep boys to pick up the bakes 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 us to 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 life time 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! Some one should teach them some real customer service! My dad then called pep boy corp to file a compliant only to be told that they would return his call with in 48hrs, 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 dose that help the fact that I lost a full days of work, money and time?