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Pep Boys Brake Service Consumer Reviews

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Brakes
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

STATE COLLEGE, PENNSYLVANIA -- I wasn't going to review this shop but it finally got the better of me. I feel I have the “right”. Three years ago, I had a $600 brake job done on my 2005 Dodge Ram. It was “time” and I got tired of the hard braking. I have always had good luck at Pep Boys in the past, with the exception of someone putting on a wrong brake line that got severed one day while braking. In less than a year, the rotors were warped and the truck shimmied again breaking down through 40mph and then again at 20mph. I took the truck back in, wasted another day waiting on them to fix it and down the road I went. In less than another year the shimmy was back. I took it back again. The mechanic took it for a drive and admittedly, never took the truck over 40mph.

Upon his return, he said it was just a little shimmy and looked at me like I was whining about some very small thing. I'm sorry... but should there be ANY shimmy in braking? So they “fixed” it again and when I drove out, the shimmy wasn't any less than when I took it in. I thought about wasting another day of mine for them to explore their incompetence but just vowed to never go to Pep Boys again...and I won't. I'll eat the $600 and take it somewhere else. Can you feel that Pep Boys...we're done!

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Brake Replacement
StarStarStarStarStarBy -
Rating: 5/51

OCALA STORE #1659, FLORIDA -- On 9/20/2017, I took my car to Pep Boys to have my brakes repaired. My Toyota dealership in Ocala told me that I needed new brakes. When my brakes were inspected by Pep Boys, I was informed that my brakes were okay; however, I told the manager (Bill **) that I was going on a vacation in October and would like the best brakes they had, and he recommended the brake fluid, also, be changed and I agreed. The work was soon completed and I am very satisfied with the brake repair. Also, the restrooms my wife and I used were the cleanest I have ever seen in any business we've visited. KUDOS to Manager Bill ** and his crew.

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Life Endangerment
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OCALA, FLORIDA -- My brakes worked well but the rotors had a ridge, so for preventative maintenance, I had them switch out the rotors. Harrison drove my vehicle from the shop to the door of the office waiting area. Harrison let me know that now my brakes were so good that even a little light touch would stop my vehicle.

When I was driving away my brake pedal went all the way to the floor and my vehicle only barely stopped after a very long time of pressing very hard on the brakes. I almost got killed. I turned around to immediately take the vehicle back to the shop but Harrison had already gone home. Harrison risked my life so that he could go home earlier. Harrison looked me right in the face and bald faced lied to me, risking my life for his convenience.

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Empty Promises and Lifetime Warranties
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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?

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Brake job
StarStarStarStarStarBy -
Rating: 5/51

BRAKE JOB, MASSACHUSETTS -- I went to Pep Boys and had all four brake pads and new rotors installed, it cost me $720 that was the cheapest price I got quoted anywhere the Chevy dealer wanted $1200, so I had them done at Pep Boys and I have no complaints the price was fair and the brakes work great now.

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Pepboys Should Be Ashamed of Themselves
By -

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.

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Rip Off Artists
By -

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.

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"Bait-and-Switch" Boys
By -

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.

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Brakes Fixed but Was Ripped Off Totally
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Not Doing All the Work You're Paying For
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Pep Boys Brake Service Rating:
Star Star Half star Empty star Empty star
2.4 out of 5, based on 16 ratings and
31 reviews & complaints.
Contact Information:
Pep Boys
3111 West Allegheny Avenue
Philadelphia, PA 19132
215-229-9000 (ph)
215-229-5076 (fax)
www.pepboys.com
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