Pep Boys Complaint - How they are cheating the customers
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 3days.
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.
Conversation with GMC dealer Parts department Guy (Rich):
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 relation ship 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 20minutes 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 1hr I called again to Pep boys and told him I need car before 5pm 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:
1. 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. ( Bcz I don’t want to pay again $100 for diagnose in another auto repair center).
Answer: But he (Joe) said There is no diagnose report only they will tell orally other wise 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).
Cheated by the Dealer:
1. GMC dealer guy parts department(Rich) is working for Pep boys not for that particular dealer (its looks like cheating the customer).
Cheated by the Pep boys Auto guys:
2. Pep boys Guy (Joe) 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 3guys totally in this above conversation.
1. Michael: He was just did his job (I won’t say he is wrong guy)
2. Joe: I spoke with this guy ½ hr in above conversation.
3. Rich (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.