Pep Boys Reviews

I called Pep Boys. They gave me a # for my issue and said they would look into the matter and issue the credit to my card....they never did! I immediately called my credit card company and filed a complaint. They issued a transitional credit for $77.00 pending their investigation with Pep Boys. I recently received correspondence back from my credit card company. Pep Boys is ACTUALLY DENYING the complaint. In their response they LIED and told my credit card company that "I GOT WHAT I PAID FOR". This is a TOTAL LIE!

So, BUYER BEWARE! Pep Boys will RIP you OFF, steal your money and then LIE about it! I called the Credit Card company and I am fighting the Lie in rebuttal and if necessary I will Haul Pep Boys into small claims court for my money, as I now have ultimate proof they only sent one... I received a copy of the FEDEX transmission, that included the weight of the package... The weight shipped is proof they never sent me 2! I will never buy from Pep Boys again. They are dishonest, thieves and liars! So I caution you, if you do buy from them, especially online, check the box before you accept it... or like me you will never get your money back!

They removed the front wheel and bearing and revealed that the mechanic at Pep Boys never replaced the bearings that I was charged $315 dollars for but had taken them apart and greased them to get the noise to stop until the grease went dry. So I had to have the bearings replaced which cost me another almost $700 by the time it was all said and done. I called Pep Boys and let them know what was found and they told me that it was impossible that what was found was caused by them. However, what Pep Boys was unaware of is that the date of install was stamped on the bearings and they were last installed in 2011. So now, Pep Boys tells me I have to do a claim and wait a week to see about getting reimbursed for their failure of a mechanic they have.

A month later, I called, wanting to know where my rebate was. I was told by the Customer Service representative in their Rebate department that my submission had been denied, but, after investigating my file, he agreed that I was entitled to the rebate, and resubmitted it for me. Now, a month later, I rechecked my status, and it is again denied. They are now telling me my purchase does not qualify. I would not have purchased those tires if it had not been advertised as Buy 3, get 4th free.

A week later I went to get my sticker at another place and my rear brake cable the bolt was gone. It was just hanging. The mechanic asked me if I heard any noise and I said no not at all so, I think they took it off because, they knew I needed an inspection sticker and may return to their place to get it just to make more repairs for me to pay for. So, a month or so goes by and my ABS, TCS and my 4 wheel drive lights start flashing when I go over 50 miles an hour. I have NEVER had anything go wrong with my vehicle before going to Pep Boys. I called them and of course they denied doing anything to my SUV. Come in and I will give you a free oil change they said. I DON'T think so! Now I have to take my vehicle to another place to get it fixed. I had to take out an extended warranty on my vehicle just to pay for the repairs. Also they sold me tires that ARE NOT COMPATIBLE for my vehicle. How can they get away with this crap!!!! I think they are awful and have heard of many, many complaints about them!

Then few days later, I took my other car (a Mercedes) for a camshaft position sensor replacement, although I'd already purchase this item from the dealer. This girl charged me $79 just to remove the old one and replace it with a new one that I already bought from a dealer. But this is understandable as they need to be paid labor, however, the camshaft position sensor they replaced did not work as the car would not start. Secondly, the guy that fixed the item messed up my radio system as he was trying to re-program it. At this point, I asked them to remove as I would like to take it back to the dealer. Guess what? This girl at Cooper Pep Boys said she will charge me another $79 plus tax to have it removed. I tried to reason with her but she would not listen. At this point, I told her to leave it as it is.

Although I drove my car in to their shop on my way in, but this time, my car would not even start, as the camshaft was not well placed. I had to call a tow truck by myself to take my car to a Mercedes dealer. At the dealership, I was charged $80 to have it replaced and thereafter my car starts. The problem is that this girl does not have a clue on what customer service is about. She is very rude and does not compromise or use common sense. Needless to say, that day was my last day to Pep Boys and its associate. I used to go there regularly for my oil change, but now, no way. My brothers, sisters and friends will never visit this shop again. Stay away from this girl as well as the Pep Boys!

I took the car to my mechanic and he said they (Pep Boys) have definitely done something wrong, that I need to take it back to them first thing the next morning. It was really running bad but I was able to get it back to Pep Boys the very next morning (5/8/13). I told them they had done something very wrong to my car the day before. I explained to them what it was doing and about the loud tapping nose I was hearing from the engine. They said they will check it out and call me when it was ready. When I went back to pick it up, they said the reason it was running rough, stalling and losing power was because the mechanic who worked on it did not clamp a vacuum hose on, so the car was sucking in air from the outside. "We fixed the vacuum leak problem, but we did not do any work on the engine at the time you first brought it in, that the tapping nose must be from the valve lifters." They said when I get a chance I may want to take it to the dealership to get it checked out because they do not do that type of work there.

I said, "But my car was running fine and not making any tapping nose until after you worked on it. This is something you caused and you need to fix or you need to take to the dealership or to someone who can fix it." They said, "We changed your oil and added some Lucas oil treatment to reduce the tapping noise." I did not ask for an oil change nor did I ask for any special oil. I wanted my car to run and sound just like it did the day I took it to Pep Boys on 5/7/13 just before they worked on it. They just fixed part of the problem they caused. Yes, they fixed the vacuum leak, but the vacuum leak is what caused the valve lifter tapping noise to start which led to the timing chain to jump and bend valves. On 5/11/13, I was in OKC and the car started running rough again and this time when it stalled, it would not start back up. I had AAA tow service take it to an auto shop in OKC.

I had to wait until Monday, 5/13/13, for them to assess the damage. They said the timing chain had jumped and valves were bent. They said it is very likely this problem started from the vacuum hose not being clamped on from when Pep Boys was working on it especially when the engine was running fine with no tapping noise prior to them working on it. I called my mechanic back and told him what the auto shop said and he said, "That is exactly what happened; the vacuum leak was the start of all these problems that led to your car breaking down." He said, "The car has a naturally aspirated engine in it and improper pressure in the motor due to the vacuum leak while under heavy operation can actually throw the whole pressure in the motor out of balance and cause a number of problems."

While my car was being worked on, I contacted Pep Boys Customer Service office and explained to them what had happened and told them the cost to fix my car was $3,515.11 which was the first initial estimate from the auto shop. They gave me a case number and said someone will contact me. A few days went by and no one called. So I called I them back and they said, "Did the store manager not call you," and I said no. They asked me who was repairing my car and I told them, "An auto shop in OKC," and gave them their number. They said the store manager will be calling me with a claim number and Steve ** is the Pep Boys' adjuster and he will be reviewing the claim. They then connected me to Steve but there was no answer, just his voice mail.

The store manager did contact me the next day and gave me a claim number and said the adjuster would be contacting me. Another few days went by and Steve finally called on 5/23/13. He asked me what had happened and I told him everything just like I told the customer service person. He read to me over the phone what the store had said and I told him some of what they said was not true, that they fabricated part of their story. He asked me, "So when you brought in the car on 5/7/13 to have hose leak repaired, there was no tapping noise coming from the engine," and I said, "No, there was no noise; there was nothing wrong with the car. Even with the hose leak, the car was running and sounding perfectly find."

Steve went on to say that the claim was denied, that I would get a letter in the mail, but he also then told me to ignore the letter for now, that he wanted me to talk to Bryan 8*. He said Bryan is the person who will make the decision if Pep Boys will pay for the repair or not. He said he will contact Bryan and ask him to give me a call and said he may not call me this week but will definitely call me next week (week of 5/26/13). As of 5/31/13, Bryan had not called me. On 5/29, the auto shop called and said my car is now ready, so I told them I would be there to pick it up on 6/1. I had to pay out of pocket $3,450.07 to get my car back. On 6/3/13, I received a call but it was not from Bryan. It was someone, I do not remember the name, but said he was calling in the place of Bryan. He asked me what happened and for the 3rd time I repeated the same story all over again. Then he asked me what I wanted. I said, "For Pep Boys to pay for the repair of my car." I said, "They worked on it and did not fix the problem they caused that led to the car breaking down."

He asked me where the car is now and I said I have it. He said who paid for it and I said I did, that I could not keep waiting on Pep Boys, that I needed my car and now I need Pep Boys to reimburse me the $3,450.07. He said he would call me back in about 2 hours and if he did not he would call me the next day on 5/31/13. I never received another call from him. I called customer service back on 6/6/13 and demanded I speak to someone from their corporate office; I asked to speak to the President or Vice President. She (Carrie) said all she could do was send the case to her Sr. Management for them to review and someone will get back with me in 24 hrs. To no surprise, I did not receive a phone call and today is 6/7/13. After searching the internet, I was able to come up with the names and email address to the CEO and some VPs. I was also able to get the phone number of one of the VPs, Brian **.

On 6/7/13, I put in two calls to him and all I got was his voice mail each time. But that evening on 6/7/13, I received a call from Jim ** (General Liability Manager). He said Mr. Brian ** asked him to give me a call. He asked me what the problem was. I had to tell the story all over again, now for the 4th time. I also told him that I had a statement in writing about everything that happened and other documents I can send him by email. He said, "Please do." He said he would look into and give me a call. Well, he also did not call me back. I sent him another email on 6/11/13 and asked him if he was able to help. On 6/11/13 Mr. Jim ** emailed me back and said he was in the process of reviewing everything and he would provide me with a response no later than 6/12/13.

On 6/12/13, I received a call from someone who said he was calling me on behalf of Mr. Jim ** and said Pep Boys is sticking to their claim that they did not do anything to cause the engine in my car to break down after they worked on it and said I should now do whatever I need to do. I sent Mr. ** another email on 6/13/13 and told him what the caller said and to let him know how disappointed and unhappy I was with Pep Boys on their decision. I went on and told him that I am a person who likes to deal with facts. I went on to list the facts, basically telling the story all over again for the 5th time, but this time in short detail, straight to the point, only the facts, and I Ccd the CEO and other VPs so they can also see the facts and be aware of what was going on. I went on to tell him that, as your caller stated on 6/13/13, "Do whatever you need to do."

So I listed the things I was going to do on the email but told him I would start with releasing the statement I sent him on 6/7/13, and get it posted on the internet. But before I could do anything, Mr. Jim ** replied back to my email on 6/13/13 and said, "We have two opposing views of responsibility for the situation which has manifested itself with the necessity of a repair to the engine to your 2005 Mazda. Consequently, in order to attempt a reasonable resolution to this matter, we will forward the documentation you provided and ours to an independent expert for an opinion." I replied back thanking Jim for his response, but went on to say that I could not understand how there are two opposing views.

I took a perfectly fine running car into Pep Boys to have some work done. What I received back was NOT the same perfectly running car. If I had, I would not have had to return the car back to Pep Boys the next day. I am just not seeing where the problem is. I did not receive a response back from Mr. Jim ** nor from anyone that was on the email which was a total of 6 people from Pep Boys. On 6/18/13, I sent another email to him and everyone that was on the previous email and asked if there was any word from this so-called independent expert that they needed to an opinion from. I did not get a response from anyone. I do not know who this expert is; I have not received any documentation from him (expert) nor from anyone with Pep Boys.

For all I know, this independent expert could be on Pep Boys' payroll. Mr. Jim ** stated in his email that he was sending the expert, Pep Boys documentation also. The only documentation I have received from Pep Boys since this whole ordeal started on 5/7/13 was a denied claim letter. I have no idea what Pep Boys sent to the expert or if they really have one. On 6/7/13, I sent Jim everything I had at that time, which was a statement, my words on what happened, a statement from a mechanic with proof to back up what he is talking about, a statement from a co-worker who gave his knowledge of the situation, who was the one I called each time I had to go to Pep Boys, the original work orders I received from Pep Boys each time they worked on my car, the invoice from the auto shop listing everything they did to repair my car and a copy of the endorsed check to show I paid the auto shop for the repair work.

On 6/20/21, I received a call from Charles **, the area director for Pep Boys in OK. He asked if anyone had contacted me and if I knew they were sending all the documentation to an independent expert. I said the last email I received from Mr. Jim ** was on 6/13/17 and that is what he had stated. I went on to say that I did not understand why they were having someone else to look at this, if you just look at the facts. I explained to him how everything went down and the bottom line is, I took to Pep Boys a perfectly good running car on 5/7/13 and I did not get the same car back on the same day and then I returned the car back to them the very next morning and I still did get the same car part. He then went on to say that Pep Boys is sticking by their claim that they did not do anything to cause my car to break down, that since I had been a loyal customer to Pep Boys in the past, they are willing to offer me $1000.00.

I said, "$1000.00! Pep Boys is the one who worked on my car and after they did, 3 days later, my car broke down." He said that the vacuum leak did not cause the timing chain to jump. I said, "I have talked to a lot of other people and mechanics and I have done a lot of research and there is definitely definite opinion about this issue. The vacuum leak is what caused the valve lifter tapping noise to start which led to the timing chain to jump." He said that they are going to stand by their denial claim but since I was a good customer, they will give me $1000.00 and that will be all they can do. I said, "No, thanks. I have other options I can pursue." All I wanted was for Pep Boys to do the right thing.

I asked for a corporate phone number. I was given the Liberty Road store phone number. I suppose he was being humorous. I did not find the situation funny. I called the customer service number and filed a complaint at 1-800-737-2697. I was told the late customers were handled at the discretion of the manager. I received a complaint case number. I suppose this is the way ** chose to handle this situation in his store. It was unfortunate that as a paying customer, I had to experience such poor customer service. Pep Boys will NEVER get my business again, and I will tell everyone I know so they will not have the same experience. Thank you.

My tie rod recently went out and I had a fellow tech at Fayetteville Tech look at it and he confirmed it was out. This was in the past four days. I took my truck to store 80 on Skibo Road. They said due to the tie rod being out, they refuse to replace my tires and Pam, the service writer, refused to discuss anything with me and avoided me at every turn the entire time I was there trying to ask questions. I stood there looking like a fool as the new customers walked in and out complaining about the service they were receiving as well. I can't believe I sent hundreds of people to this store.

The following week when I did turn it on, I was thinking that something was wrong. I took it back to Pep Boys and they told me that it was my compressor clutch going out. I said, "It was not making that noise when I brought it in here." They told me it must have just happened. I said, "No. It sounded like that when I was driving it home and then it went away while driving, so I did not think anything was wrong. It was cool the rest of the week and I did not use the A/C until now and it is doing the same noise, so I thought I better bring it back in."

They took it to the back room for 1 hr and 45 mins. I was the first and only customer that morning and it took them that long to tell me it was the compressor and I better not drive it like that or the whole car could stop running, and I could get in a bad accident and do I want them to order the part so they can start working on it. I said, “NO. I just paid you to fix the A/C and you said you did, and also it says on the receipt that you performance check, so why did you not know that this was going on? And when you test-drove it, you didn't hear the noise?”

They said I should have brought it right back when I heard the noise. Why didn’t I? Because they already had it for 2 days and I needed to get on with my life and I thought it only was loud when first turning it on and no big deal and it would be fine... until now. And now they say it will cost $831.90 to fix! Oh, of course they printed me out a 10% off coupon! Rip-offs!!! I will never go back and I certainly hope my brakes last!

I then took it back to the store to have it aligned, noting to them that I installed the parts they said I needed and that the steering wheel was in the 7 o'clock position. They came back recommending I have another $2000 worth of work needed. I told them that it didn't make any sense since I installed the parts they recommended. Anyway, I refused some of the work since it had to do with the rear end wheel bearings, and nothing to do with the front end alignment. Other work I had them do since, I questioned the parts myself - inner and outer tie rods on both sides. I noted again that the steering wheel was in the 7 o'clock position and needed to be straightened during alignment.

I picked up the truck after paying for the additional work and alignment. The steering wheel was still in the 7 o'clock position. The guy that checked me out didn't know anything about it as it was nearing closing time. I called the next day to tell them about the steering wheel. They said to bring it back and they would correct it. I brought it back that night. The shop had it for 2 days. When I picked it up, guess what? - The steering wheel was still in the 7 o'clock position, no change. At this point, I am disgusted with the shop. Their parts, etc. are good, but I will never have my autos serviced at Pep Boys again. The first step in any front end alignment is to set the steering wheel in the center position.

I called the customer care line to make a complaint because the fuel pump was paid for on 4/7 and I still was without a vehicle on 4/10. I was told that I would hear something in 48 hours. I called the store on 4/11 and was informed that the reason my gas light was on was because I needed to have my cluster repaired, and that the fuel pump had been replaced and is working properly. I was also informed that I owed them $30 in gas that they put in the vehicle to test the gas indicator. After going back and forth with the store manager, Juan, he said for me to just come get the vehicle; it was ready for pick up and not to worry about the gas.

I went to pick up the vehicle the evening of 4/1. When I got in to drive the vehicle, it would not move when I put it in drive. I went back inside to tell the clerk and he said he would check it out. The clerk informed me that he looked at it but couldn't see anything wrong that he could fix, and that if I left it, he would have his Master tech look at it the morning of 4/12. I left the vehicle. I received a call from the store manager, Juan, stating, "There appears to be damage to the transmission," and he was not going to put in a new transmission. I informed Juan that the transmission was working properly before the defective fuel pump was installed. I informed Juan that I would contact Pep Boys customer service to assist with this.

I have been without a vehicle for 5 days because Pep Boys installed a defective fuel pump and charged me over $700 for it. Now it appears the defective fuel pump has led to another needed repair. I'm not a mechanic but I know that due to a defective part, additional damage has occurred to the vehicle. I would like my transmission and my gas indicator repaired to the way it was when I brought my vehicle in.

At 5pm I said, “I have to go, and can I check my car please?” He refused and said no one is allowed. I said after the oil change they’re not going to show me the oil and that make sure it’s clean; he said no. Everywhere else after the oil change, they show you that oil has been changed and it’s clean. I asked Store Manager ** and he told me “I was busy” and will talk to me later. After I went back to him again, he told me it got snapped and they are changing the oil and moved on. I was charged for 2 brake lights, oil drain plug and twice the service charge for brake lights. Nice way to screwing the customers. Well, ** (manager), ** (cashier) and ** (mechanic) won’t even say sorry for ruining my day and wasting my time.

My wheel air pressure wasn't checked and they charged me $139.37. For almost 4 hours' service. Wow. Next day, I saw my oil plug is leaking. I called them and it was ** again, and he said you have to come and pay for the check-up service. I called Pep Boys complaint center, case ID **. She said it will be fixed. I am afraid to go there if they break something else and charge me for more. This store manager, cashier and mechanic shouldn't be working there. They have no customer service experience and forget about being professional.

Fast forward to Feb 12, 2013, I get another flat tire on the right rear tire. AAA came to change it and told me the plug had come unsealed - I could just get the tire repaired "again". Problem is that I never had that tire repaired. I was told it had been replaced 14 months earlier. I took my car to the Firestone store in my area and sure enough the tire had a plug.

Pep Boys pulled a fast one and did not actually replace the original flat - they charged me for a new tire but actually patched the original tire. Of course, at this point, I have no way of proving this - but I have never had the tires repaired on this vehicle, only replaced. I will never shop at Pep boys again and will tell everyone I know that they have very shady practices and steal and lie to their customers.

I called my husband. He told me to get another opinion. I then called a friend of ours who uses a small local shop and got the number to take it there. I called Pep Boys back, told them to put the wheels back on and will be there in 30 minutes to pick it up. When I got there, of course it wasn't ready and the service manager and head mechanic tried to show me how bad everything was. I insisted that I wanted my truck now. When I arrived at the local shop, I told the owner what had happened. He snickered then said, “Leave the truck overnight and I'll look at it in morning.” I got a call the next morning from the shop. They said, “It's going to cost you $218.00 to fix the front brakes, the rears were fine, and to rotate and balance tires.” I couldn't believe it. Of course I told him to go ahead and fix it. It's sad that these big well known chains try to scam people, especially women.

Do yourself a favor and be sure you get a second opinion on a Pep Boys' work order. I have contacted their headquarters with no call back. Do you call this customer satisfaction?

I said when the office where I work at is running 40 minutes behind, we let the patient know right away and they are given the option to reschedule because emergencies do occur. I let them know that I cannot pay full price for this awful service. The cashier then tried to sell me three new tires and a discounted alignment. My car has 20,000 miles on it. As I was leaving, I overheard another new customer come in and asked how long for an oil change. They told him 2 hours and he left. I wish they would have told me and I would have left too. To top it off, the AC was out of order and the bathroom was very dirty. I would never go here again. It is the Pep Boys in Orlando.

When all was said and done, it not only took me well over two hours to get a 30 minute job done for a ridiculous amount, they had an array of things that needed repair. (Amazing considering the total time spent actually on my car when the technician was present, it only added up to just about 20 minutes; and most of that, he had one hand in his pocket and the other with the flashlight!) Unreal! In today’s economy, the people who have the jobs don't really seem to want to give an honest day work for an honest day’s work!

Well the vehicle now has a long idle when cold, hesitates and still sputters when driving and at stops. I was assured that Pep Boys was highly recommended for their automotive service and parts, and would get the job done right. Again, today, my vehicle is back at their facility for the same issues. I was called at my residence on 1/15/2013 (8PM). I was told that they have put another tech, who seems to think it could be engine head issues, and there will be charges for that repair too. Tell me, what is happening with this picture? I feel Pep Boys had made the wrong diagnosis and need to fix their mistakes for the amount of time they expect for the repairs and the times my wife is left without her car.

When I went to have vehicle towed the next day to a competent repair shop, I was told by the service manager that my brake line was contaminated by "power steering fluid." Okay, so which is it? Can you not even get your lies straight? I feel because I was not able to fork out the money they wanted, they did not even want to service my car. And by the way, the last time my car was serviced, it was at this same location and no one else has touched my car. Why didn't I review this site prior to my visit there? I will never step foot into a Pep Boys location again!

The manager told me when Pep Boys found out my flywheel was damaged, I already incurred about an hour's worth of labor for them to take it apart so I lied and said I would be back next week to get it repaired so they would let me leave with my car without charging me. They would not install a new starter saying it would get damaged by the old flywheel but I could have gotten a new flywheel elsewhere after they replaced the damaged starter they installed. I found out later their starter probably ruined my flywheel.

I was told it was a 90% chance Pep Boy's new starter ruined my flywheel and a 10% chance my old flywheel ruined Pep Boys' new starter. The shop was deceptive because it is clean and the workers have an upbeat, professional aura but they will not admit to faulty work and will offer no discount and no solution other than to charge me more money to fix what their parts destroyed. I also thought, because it was a chain, there would be more accountability if a problem occurred with their work or parts but I was wrong.

I disputed the charge with my credit card company and the credit card company ultimately ruled not in my favor so Pep Boys will make an effort to dispute disputed charges but they will not make an effort to fix a car right or fix their errors.

I am out $390 and got nothing for it other than a starter that worked for 55 days and a damaged $1,100 flywheel that Pep Boys starter ruined. Once they tear your car apart, they will charge you for it unless you agree to a repair and they will not tell you this beforehand. I will never go to this location nor any other Pep Boys locations after this.

After arguing with the manger, he did nothing for me and he said the work they did they didn't even touch that area. So what he is saying to me is it magically broke by itself. All he offered was for me to go buy the part that he says is just around $15 to $20 and a free oil change and he would put the part on for free. So now, it will be costing more time and now more money on my part. I went to the dealership and the guy showed me that it is no longer available. And if it was, it would be more than $200! Now, I have to waste more of my time looking for it in junkyards and on eBay where I actually found it for $60. I have never been so treated so ugly than doing business with Pep Boys.

Third, after I got the car back and paying what I will admit was a fair amount if the job would have been done by processionals, about $162, I drove it off the lot and instantly noticed the steering felt worse than usually and it had a lot of trouble getting started. My key was bent beyond belief and I couldn't even get it to turn in the ignition. The result: Sitting out front of my apartment for over an hour, just so far trying to pick my girlfriend up from work and now she's pissed at me too. Good job Pep Boys in Riverdale! I will never return and never refer anyone there again.

At 9 pm, I drove home tired from work but I noticed the same problem. The store was already closed and I said that maybe the fuel pump didn't start working yet. At 6 am on my way to work, once I got on the Grand Central, the car wouldn't drive past 40 miles. I exited the Highway and went in front of the store to wait for 8 am. I met the same technician that did the work the previous night. I explained myself then he took the car for a ride with me. The car would not pass the 40-mile mark. Then he said, "I think it's your transmission." I answered, "But you guys fixed the fuel pump."

When I returned to the Pep Boys, the tech told the clerk, "When I was taking out the fuel pump, I saw Antifreeze on the transmission." The supervisor told me to go to AAMCO and he gave me the address. I said, "Just like that?" I spent $766 for a problem with my car that Pep Boys didn't fix. He answered, "You had a fuel pump problem." I am waiting for Pep Boys headquarters to give me my money back.

He, John **, then turned and went in the service bay and did not know that I had followed him there. He walked up to my truck and yelled out, "Hey ** this guy! Put his tires on and get him the ** out of here." He turned and saw me there behind him. He then told me to get out as I was not allowed in there. I have called the home office in PA and filed a complaint. I am waiting for a call from the district manager. This is how Yankees talk to you up here. I will place an all hands email to all adjusters about this and to not buy anything from Pep Boys.

I further explained that my car has both a tire pressure light and the TPMS light available on the dash (tire pressure lights up when the tire pressure is low and TPMS lights when there is a problem with the tire pressure monitoring system). The cashier called in the main mechanic on duty and the guy told me that if there was a problem with the TPMS on my car, then I would have to go to the dealer. Wrong answer! I didn't see myself getting anywhere so I thanked him, went home and got on the phone with the 1800 number for Pep Boys to file a complaint. After explaining it all to the person on the other side of the phone, I was given a case ID and was told that the manager should contact me within 48 hours.

He called that same day, apologized and asked me to make an appointment so that they could look at my car. I did, I went (again) and waited over an hour for them to finally see my car (what's the point of an appointment then?) and another hour or so for them to have it done. The same head mechanic told me that a tire was indeed pinching the tire pressure sensor and that they cleared it up. I drove home (again) and didn't see the TPMS light anymore! Hooray! But I still had my doubts. I was thinking that that head mechanic would be sleazy enough to simply cut a wire or disable it somehow. So I got home and released a bit of air to see if the tire pressure light would light and it did. So okay! It took 2 tries to get it done, so I thought. A few days later, the TPMS light went off again. This time it was solid. So there I go to Pep Boys again.

I explained again the whole thing (does their monitor show them a history?) and again the same head mechanic referred me to the dealer! Unbelievable! I called the 1800 number again and they updated my case. Do I truly want to go back there? I just don't trust that they will get the job done and worry that if they make matters worse, they will not step up to the plate to fix their mistakes. Darn you Costco! Why didn't you have the right size tires!

Long story short, the vehicle was taken elsewhere where a reputable mechanic replaced 2 oxygen sensors and about $300 later, she passed the emissions test. All the other repairs were deemed unnecessary by the mechanic. She was smart to get me to give her a second opinion, but thinking about how many unsuspecting customers get taken on a daily basis is sickening! Shame on you Pep Boys!

Pep Boys lied about what I needed for my inspection. Master Trooper ** said there's nothing that he could do about that; he did say that he was going to visit Pep Boys. That is a disgrace for a chain to cheat and lie to customers just to make money. They were going to charge me 400%. If I wouldn't have had the brake job done, I would have thought that I really needed it. I can only imagine how many customers they have lied to and cheated. I do have my receipts from Pep Boys and Citco.

This is an outrage, having a rejection sticker placed on my truck and I'm a federal employee so I had to borrow my daughter's boyfriend's car because I can't park on federal property with that sticker. Pep Boys should be investigated and fined. Even worse, when I first called the corporate office, two people hung up on me. One was the person who worked in Human Resources. I will never go there again and I've told my co-workers about Pep Boys, a pure disgrace!

I got Jesse, who was as rude as anyone I have ever talked to. He said he would look into it and would call me back. He hung up on me. I called back and demanded to speak to his supervisor and got John. John was even ruder and disrespectful than Jesse. However, at least John called me back and said, "We were unable to diagnose your problem as we couldn't connect with your car's computer." For $1,200, he would work on rewiring the computer and then would be able to diagnose the problem. I asked him if he would just adjust the idle and replace a part and he said no because that is not possible with that car.

That same day, we drove two blocks to a Sears and they connected to the computer, found the problem, provided a solution within 10 minutes. There were no issues with the car's computer. It was a simple idle adjustment. These people at the Crafton Pep Boys are scam artists and I am going to post on every consumer website until this is addressed.

The manager drove the car outside his garage, put chains up to close the garage section and told me the car is no longer at their service center and no longer his problem. He just drove the car to the Pep Boys parking lot and said that I must leave his store. I called the cops and a police report was filed. Now, they are offering a refund of $300 and will put the old tires back on. Mind you, the total amount of four tires was $586. It is just sad when big corporations try to take advantage of a woman thinking that they could get away with it!

Earlier that morning, while waiting for the tow truck to arrive, I had made a preliminary diagnosis (educated guess) that the root problem was a blown head gasket which caused enough pressure to build-up in the cooling system to rupture the heater hose pipe coming out of the intake manifold. Since the Suburban didn't overheat before the connection fitting cracked and the radiator cap releases pressure at around 14-16 PSI, something else besides the water pump had to cause pressure build in the cooling system quickly enough to crack the heater hose fitting. And to me that indicated a "blown head gasket".

When the service manager told me it was a blown intake manifold gasket and asked me if I wanted them to go ahead and fix it, I asked them if anyone had bothered to check and see if there was a blown head gasket, too. He assured me that the mechanic had diagnosed the problem correctly and it was just a bad intake manifold gasket. I told the service manager that if Pep Boys was prepaid to give me a 100% guarantee (meaning parts and labor) that would protect me if replacing the intake manifold gasket didn't fix the problem, then go ahead and do it - but do not put a new intake manifold gasket on an engine with a blown head gasket or a cracked head. Immediately, after completing the intake manifold job, it became apparent that the underlying problem was either a cracked head or most likely a blown head gasket. Unfortunately, I had already paid the bill with my debit card before the mechanic attempted to back my Suburban out of the service bay. With white smoke blowing out the tailpipe and water bubbling out of the radiator, the mechanic pulled the Suburban outside, turned it off, handed the keys to the service manager and proclaimed, "Must have had a hidden defect in the head.”

The "hidden defect" diagnosis (which was absurd) prompted the service manager to proclaim, “Pep Boys’ 100% guarantee doesn't cover any hidden defects. Sorry. You're on your own. Our company policy prohibits me from refunding a customer's money in situations like this." Of course, I was 500 miles from home and 800 miles from my destination. And I still needed to have the Suburban fixed. This meant either paying Pep Boys approximately another $1,200.00 to do the job correctly, which includes doing the intake manifold job all over again plus replacing the head for one without a "hidden defect", or putting some block sealer in the cooling system and try to get the Suburban to some other, more trustworthy, shop for repairs. While negotiating my options with the service manager, I asked him, "If I have them do the work all over again and if it is discovered after pulling the head off that there wasn't any hidden defect, but rather a blown head gasket or an obviously cracked head, then was Pep Boys prepared to either give me a full refund on the initial intake manifold job (for $573.00) or credit the full amount to the head replacement or head gasket replacement invoice?" He said, "No. I can't do that.”

The service manager didn't say he "wouldn't refund or credit back the full amount.” He said he "couldn't refund or credit back the full amount.” After further conversations on the subject, it became obvious to me that this was not a "local decision" on his part. This was "corporate policy" as far as the service manager was concerned. The fact that I was traveling through the area and needed to make a decision right away didn't make the least bit of difference to Pep Boys one way or the other. That was my problem and not Pep Boys’ problem as far as this manager was concerned. He would have to "put a claim in to the home office and let them take care of it,” a process that could easily take a week or two before he got an answer back. In other words, Pep Boys’ 100% guarantee is 100% useless.

I will never take another car to Pep Boys for any type of automotive work no matter how big or how small. I ended up finally having the Suburban towed to another shop and fixed correctly, and guess what? No "hidden defect" was found in the head. It was simply a blown head gasket. My travel companions rented a car and drove back to Maryland. I ended up spending an extra 5 days on the road that I wasn't prepared to spend on the road.

Now I fully intend to sue Pep Boys for actual damages, consequential damages and special damages (treble damages), not because they misdiagnosed the problem in the first place (mistakes happen and nobody is immune from making mistakes), but because they tried to fraudulently cover-up their mistake and then tricked me into paying $573.00 for a job that any "reasonable" mechanic using an ordinary "standard of care" never would have considered doing in the first place.

Pep Boys is obviously under the impression that I am bound to arbitration for actual damages only (because of the small print on their work orders) and that I must pay for the arbitrator (up front) pending the outcome of the arbitration proceedings. However, this is not so. When fraud and deception get rolled into the mix on Pep Boys’ part, the "arbitration clause" goes right out the window and the fight is on. Since I don't need an attorney to handle this open and shut case in court and they do (corporations must be represented by attorneys in court), I believe that the monetary paradigm has already shifted in my favor.

I wish that more people who get screwed by Manny, Moe and Jack with their useless "100% guarantee" claims had the wherewithal to sue Pep Boys when this type of thing happens. If they did, then maybe Pep Boys would think twice about their "corporate policy" of no refunds, but that's the subject of a whole different topic.

It was at this time that one of the mean men told me that the auto cannot leave their garage without them repairing those things and if I tried, they would call the police and say I do not have brakes and that I would be impounded, that the vehicle was even from Massachusetts - as though it was a crime to be from Massachusetts! What is more, they had even stolen a wheel cap! I believe that they tamper with your vehicle to make sure that they get money from you by force! I towed my truck away and I will never go to Pep Boys, even if it will be the only garage remaining on earth!

When I got the car back, I paid the adjusted cost as agreed to. However, I noticed that the turn signals did not work. Upon returning to the store, a manager met me in the parking lot and I told the turn signals were not fixed. When he checked out the signals, he saw that they did not work. I left the car to get this straightened out. Upon receiving a phone call, the manager told me that I was going to have to pay an additional $92.92 to get the turn signals done. I argued that this was part of the original quote that I already paid in full! He disagreed and said that the invoice showed no such thing. I would have to pay the extra to get the job completed. This was a hose job if I ever saw it. They lost my business forever (I was a rewards card customer).

I left the location and stated to the person with me that I think Jim will call me within the next couple of hours and tell me that there is a major part that needs to be replaced that I did not ask for. Sure enough, approx. two hours later, I received a call from Jim stating that both lower and upper ball joints were in "bad shape" and needed to be replaced right away. I told Jim that I did not want the work done.

I am a retired Los Angeles police officer and now own a construction co. I am in the Columbus, Ohio area doing some work and have been doing so for the past few months. Just prior to driving the van to Ohio, I did a lot of work on the van including replacing all four ball joints. This is the fourth time in my life that I have had work done at Pep Boys. Each and every time, they have attempted to sell me something major that my vehicle did not need. Fyi, my hobby is collecting and repairing old cars. The state of Ohio needs to investigate Pep Boys for attempting to sell people parts that their vehicles do not need. Thank you.

I walked in, one of the reps was on the phone, the other was typing something on the computer. They both just looked at me. The one typing on the computer finished what he was tying, grabbed another paper and started to type something else, never saying, "I'll be right with you." Christopher **, the one on the phone asked if he could help me after he got off the phone. I went on to explain my problem, he said he remembered me and said it will be a while. That's when I told him I had an appointment. He asked my name, checked the computer, verified and just walked off and started doing other stuff. He didn't ask for my keys, attempt to write me up or anything. I sat patiently for 45 minutes and watched them take other customers in, write their tickets up and get them in and out.

I am in the automotive industry and have been for 14 years. We don't mount tires, but we do balance them, but our balance machine is broken. I know how this goes so after waiting for 45 minutes, I went back to the counter. The same guy was still on the computer and Dorean ** was on the phone. As soon as he got off the phone, we asked if he could help. I again explained the problem; he said, "Okay, it will be a minute." I told him I had an appointment so he said he would take me right in. He asked my name, checked the computer to verify, grabbed a ticket and had me to fill it out. He took the form and my keys and put it in a plastic holder. He took the car around back and told me I was next after they get the car that was ahead of me. He even pointed out the car that was in front of me. I sat back down in front of the glass so I could see inside the service area and waited.

A little later, I walked out front and I saw them pull onto Airline Hwy in my car 15 minutes later. I took a peek in the service bay and saw my car just sitting there on the ground, they never put it on a lift or anything. So Dorean walked back in and said his tech, Liljerone **, said the car must have been in a wreck and that the steering wheel still shakes around 50mph. I told them my car had never been wrecked the tech claimed he didn't want to touch anything on the car. Prior to the two new tires, the steering wheel never shook. When I went to check out, they charged me $11.43 more for balancing for something they screwed up on. The bad part about it all, they lied because I cleaned my tires and rims the night before because of all the fingerprints they put on them when they originally put the tires on, they never touched my tires plus my wheel key and lock was in the same place in the glove box where I put it. Everything in my glove box has a special place it goes.

I ended up going to Tire Kingdom down the street after I left your store and they balanced my tires, took the car for a test drive and shaking in the steering wheel was resolved. Because they were honest, I had them do a 3-year alignment and a power steering flush. I have paperwork to show that I went on the same day, minutes apart, from leaving your store and if you like, you may run a Carfax, it will show the car was never wrecked. I am very angry and dissatisfied with your store for the time, gas and effort I had to put into this and to have them take my money and lie. I would like to be contacted. My info is above. Furthermore, I would like a refund on what your store charged me on June 22nd and June 23rd for balancing.

Then, the manager told me to come in and they would machine my rotors for $60 or new rotors for $100. When I came in, the service manager told me that machining the rotors would not fix my steering wheel movement. I needed new rotors. So, she ordered me new rotors, told me she would call Tuesday when they came in. She never called. I called Wednesday. The service Manager told me brakes (not rotors) were in. Then, she told me that the $100 rotor commitment would not be honored. The rotors were $250 now. Customer Service told me all they can do is document complaints. They have no power to do anything, will talk to the lying manager of the store to see if he will fix problems. It's like having a judge and defendant be the same person. They lie and lie. No one in top management steps in and stops the lies. To lie to the customer 6 times is acceptable to Pep Boys. Time to find a real honest shop.

When I got the car, my alignment was all messed up. My plastic cover by the front tire was cracked and my fog light in front of that tire was broken. I have 19" chrome rims on my Jaguar so you cannot drive it like a regular car. You must avoid all holes and sewer caps in the road. Obviously, the guy who drove my car hit some kind of hole very hard and through the alignment out and broke the other things mentioned above. I called the so-called service manager, **, who could care less about my experience. I called at 8:30am and spoke to the manager **. He said he would call me back at 1pm. He never called. I called back at 5:30, and he said he forgot and he needed to ask the guy who worked on the car. And if he said he didn't ruin my car, then he wouldn't do anything. He said he would call me the next day. He never called.

** should not be in a position of management. He is not concerned with the customer's experience. Now I paid Pep Boys $650 for a battery and alternator, and they caused more damage to my car which is going to cost me more money to get fixed. I will never go to Pep Boys again. Stay away from this Pep Boys. And, I went against my better judgment and went back to this place after I had a bad experience the first time I went there about 5 years ago. It is the worst place ever and it should be shut down! I called the corporate customer service to file a complaint and someone is supposed to be calling me but no one has called yet.

I called everyday. I was first told they could not get parts until Monday. When I called on Tuesday to find out when would the car be ready, I was told I would get a return call in thirty minutes. That never happened. I called back, and they said someone would call me back again. An hour had passed. I got a call back, and the person stated that they were not going to be able to do the repairs.

I came back, the $60 was gone and I looked at where my car was and there was a big power steering pool. I talked to **, the white collar crime attendant, and told what the outcome was. He said he could not do a tire rotation because the tire I just bought from them were worn from misalignment and want $150 to align. I said he could not align them and my money is missing. He said, “I don't care.” I drove off and confronted them. They now said ** did that. The car never moved and my friends saw the big power steering leak at the spot I left it and they did move it. I have witnesses.

After I told them that, they kicked me out and told me to talk to the GM. Well, we go to the Rock Church and work there. Nobody in this neighborhood is going to Pep Boys by word of mouth and flyers, and more word of mouth. You guys are crooks. Second of all, my car was running fine with my friends who drove me there. When I drove away, my engine light was on and my Toyota is running like a Cancun cab. I am telling the world that ** at 2nd Street Pep Boys in El Cajon will be fired. We are going to Facebook and post on this crime.

He finally, after some convincing, decided to look at the brakes and found that the rotors were not rounded and his solution was to file them down. I got the car back and drove it, but it still seemed to have the same problem. Busy as I am, a full-time job and a grad student (intern) at night, it took me awhile to take the car back but the car was still shaking. My husband took the car in recently to get new tires and the mechanic at that facility told us that the rotors were not rounded and that they should be under warranty and Pep Boys needed to replace them. We took the car back on Saturday, June 2, 2012, with an appointment scheduled and walked to lunch because they stated it would be done in a couple of hours.

My husband called after an hour to see what work they were doing on the car and they stated that they were filing down the rotors again. My husband advised him that they were supposed to put new rotors on and they said okay and stated it would be done in an hour. We waited an hour and called them back, they did not call us, and we found out that they did not have the parts for the rotors and it would be another two hours. This was very interesting to me because the Pep Boys parts store was about a 1/2 mile down. We ended up waiting about 5 hours for the car and were very afraid that it would not be done before we had to pick up our 9-year-old triplets.

This was the worst customer service experience I have had. I used Pep Boys in Oxnard many years ago when I lived there and did not have any problems. I feel that I should be reimbursed some of the money because of the inconvenience. I usually do not complain about things, but this was very bad service. They did not say they were sorry and it felt like we were annoying to them. When I came back the second time, there was a women in the lobby who had been waiting for her car since the morning and it was about 7:00 at night and they still had not finished her car, I felt so bad for her. I'm writing this complaint because of the horrible experience and I hope that you will look into this so that no one else will have to go through what I went through.

I greatly appreciated this offer from the service manager. He didn't have to do this, but he did. After 4 of them left, 3 of us were still there. I went inside to see what they were doing. A different mechanic said they needed more time to fix the car, but "Guys, we don't have the time". We had reservations for dinner and a play. Tickets for the play were non-refundable. I replied, "After 2 hours, you need more time?" The service manager Bill ** yelled across, "We didn't break it did we? It came in here broken, didn't it?" I said to the other guy, "Is he the service manager?" He said yes. I said I have his number. I wrote down his name.

This is my complaint. Bill was rude and disrespectful. I wasn't speaking to him and customers should not be treated or spoken to in that manner. Someone else was checking out and they heard him yell at me. I called my sister at the hotel and told her to look up on the computer about Pep Boys so I could tell her to write a complaint. I can't believe Pep Boys has managers that treat customers this way. All she found was a number. When I had the time, I called the number but it said to leave a message. I didn't. When I got home, I found this website so I wrote this complaint. Working with the public takes patience and I wouldn't keep employees that mistreat/disrespect customers. I work with the public everyday and do not mistreat customers. I hope there is a consequence for Bill for disrespecting and being rude to me.

I came back on Friday. When the sensor came in, the sensor was installed (which is a plastic cap which looks like it could cost a quarter that pops on the coolant reservoir), but the code was still on. Another mechanic came over and said, "My sister had a Jeep and when this happened to her, it was a different problem and not the thermostat or the coolant sensor." So naturally, I asked for a refund for the thermostat because the manager and mechanic both agreed that was not the problem. The manager got so upset and started to yell and told me he would appreciate it if I did not to come back to Pep Boys. Well after spending Mother's Day and two additional days off work and paying for this issue, I was highly upset at this demand. The manager tried to convince me that he was doing me a favor by what was already done on my vehicle. However, I reminded him that I paid for these services so no favors were handed out and if he continued to talk to me in this hostile manner, I would be contacting corporate. He apologized for getting hostile with me, but he was frustrated because they could not figure out what was wrong with my vehicle, refunded my money for the thermostat and I left the store.

Customers should not be expected to take a diagnosis that was done on some mysterious vehicle as a diagnosis for their car and the manager of Pep Boys should not become hostile with their customers because their mechanics cannot fix the cars that come into their shop for repairs. So now, I have to take my Jeep somewhere else to find out why I still have the error code.

Later on, the other person drove with me so I can prove that there was an abnormal noise from the car. The technician re-did a lot of job on it. It took about three hours to fix up that problem and needed other person's help to find out what's causing the noise. It took me a whole day in that store. When I drove back home, I didn't feel the car got any improvement. I called the service center on May 8th. Now nobody called me back. I went to a local car repair store. They checked the car for me. They did found the car rear brake pulsation. That means I paid $974.30 to Pep Boys for all the troubles. I have driven that car so many years and I never had such a bad experience with the car maintenance. I felt scared when I drove that car on the highway. I need more skillful people to work on my car again; otherwise; I will drop the car in your company. Consider how much time I have wasted on this issue. Pep Boys should give me back the service charges and I doubt if they ever replaced the other parts too. I tried to reach someone who can solve the problem but nobody contacted me at all.

I drove my car as usual from that Saturday until Tuesday May 8th, feeling very uneasy how it drove. I took it in to the Pep Boys in West Los Angeles, where all they could offer me was a "brake inspection." Desperate for some sort of review for the brake service, I agreed to it. The mechanics there were shocked when they took off the wheels from my car and saw how the brakes had been installed, "backwards" metal to metal. They were in disbelief that I was driving under those conditions.

Needless to say, it ruined the entire brake system. After a heated and emotional discussion about what to do, how such mistake should be fixed and who should be financially responsible, I got them to agree to fix it a no cost to me right there and then. After three and half hours, my car was ready. I was told by the mechanic, who by the way was very sympathetic about the ordeal, he had driven the car and it was completely fixed and ready. My paddle felt fine with resistance like a brake paddle should feel (the ABS light still on) but I felt safer.

As I was driving away, first stop I came to, the paddle started to sink very slowly. I continued to drive approximately 20 miles from the shop to my place and the same thing continued in every stop I came to. Long story short, the "master cylinder" is also ruined. Still trying to get that fixed by Pep Boys at this point, but talking to the store managers is almost impossible. I think the service at the Sherman Oaks store is way below standard and even dangerous. That store needs a complete overhaul from top to bottom if they are going to continue serving the public. They are lucky I did not get hurt or, even worse, hurt others because of what they did to my car. Help.

It seems that when we returned to location, Mario's demeanor changed when he saw my girlfriend get out of the car. Now this was on an assumption he made once he saw her. She could have been my sister, cousin, or just friend. He assumed we were a couple. He didn't talk to me the same and almost threw the paperwork at me. My girlfriend and I walked around the corner to wait on diagnosis of the vehicle check. While we were waiting, my girlfriend heard talking by a male and female, saying such things like "she's a **, those ** ." My girlfriend walked around the corner and surprised the technician and female that he was talking to. They were surprised we were standing there and starting talking in Spanish.

Mario returned, talking about he's been calling to get in touch with me. The number he has was off and I advised him we were staying here. He showed me a list of things my car needed. My girlfriend was talking to him to let him know that we only wanted the first two items worked on for now because we didn't have enough money to get all of the items done. He totally ignored my girlfriend and kept asking me what I wanted done. I basically repeated what my girlfriend said to him. The whole time, he was really not listening to me or looking at what I was pointing out to him. He said okay and took the paper saying that it would be about 3 hrs or so. My girlfriend was so upset she was ready to leave.

We went to purchase items from Pep Boys and my girlfriend wanted me to ask for the total so she could get the money together. I spoke with Mario and that was when he brought me outside to show me that the wheel bearing was replaced and that they were waiting for the engine mount. I advised him that I didn't authorize this work on my car. This was when he said, "I thought you guys wanted all these done." This was when I advised him again that he was wrong because I don't even have enough money to pay for those items and that was why we wanted only the first items done. My girlfriend spoke with Mario stating what we asked for and what he gave us was not correct.

At this point, I just wanted my car back with all the parts that were originally on there when I came to business. He then advised someone to take that ** off of there because they don't it anymore now. He then advised me it was going to be 1 to 2 hrs before I can have my car back. My girlfriend and I sat in the waiting area. She was stating in a loud tone that they don't have the right to take any parts off the vehicle that they installed, wanting them to explain the mantra on the wall regarding satisfaction guarantee or customer pays nothing. Mario nor did anyone fill her request.

Some other mechanic came into the waiting room acting like he was interested in basketball game on TV. He then turned around towards my girlfriend and I while pointing in our directions and making statements in Spanish. I believe he thought what he was saying was not understood by me or my girlfriend. He was laughing, pointing, and telling his co-workers that "she is a **".

At that point, I just wanted my car. I couldn't believe what I just experienced. I felt that they were trying to intimidate my girlfriend and I. I kept saying I don't understand what happened from the time I left to when I returned. I didn't lead anyone on in any manner and for them to treat us like this was very disturbing to me. I don't know if they did any more damage to my car or made sure my parts were put back in place. I will never give my business ever again to Pep Boys because of this experience only. I felt threatened and judged because of their blatant rush to discrimination against two people they literally just met. I wanted their services and wished I never went there. I just wonder how things would have played out if my girlfriend didn't return back with me.

Also, I was charged for one type of shock that I purchased, Monroe OE Spectrum shocks/struts, and they installed Monroe Sensa-Trac shocks, which were a lower price. I also received the boxes that the shocks/struts came in and they also said Sensa-Trac on all 4 boxes! Pep Boys told me that these are the correct shocks according to their computer and that there was nothing wrong. After contacting the Manager ** at the Oxnard Pep Boys where they were installed, he contacted corporate headquarters and they told him that Monroe had changed the name of the shocks/struts and that these were indeed Monroe OE Spectrums.

But they are not OE Spectrums, they are and came in Sensa-Trac packaging and are selling something that is not what it is supposed to be and charging more for something that it is not! This is misrepresentation of a product and a sale. I don't know if Monroe is to blame or Pep Boys, but when I looked at Pep Boys in store stock, they had OE Spectrum shocks in packaging and Sensa-Trac in another (Explain that to me).

Original Review: April 9, 2012

There is a serious problem with the Pep Boys in Orland Park, IL. I brought my car in on 3-24-12 to have the front end work done because there is a noise when I hit a bump. They said they will charge $19.99 to inspect the front end. I asked if that amount would be applied to the bill if I have the repair work done. I was told no. They told me what was wrong. I gave the okay to have repairs done. I had the control arms repaired. When it was done, I paid the bill and the cashier said the noise would be 95% gone.

On the way home, the front end noise was still there just as always, as if nothing was done. I went on the internet on the Pep Boys’ site and while checking some info, I saw that the inspection fee should be free when the work done. I called the store and complained that the noise was still there and that I should not have been charged for the inspection fee and I was told they could look at that when I bring my car in again for the front end noise. I had decided I was not going to bring my car to Pep Boys anymore because I don’t trust them to repair my car anymore. I called the corporate office many times and cannot get my $19.99 inspection fee refunded.

So first, Pep Boys broke the rear bolt that the lug nuts screw on to and it was obvious because the bolt was not all the way on. This could have been a huge emergency hazard. If I was to get a flat somewhere, I would not be able to change my tire. I went back to Pep Boys and told them that the bolt was broken and they needed to fix the issue. When they removed the tire to fix the bolt, I noticed that the part mentioned to be replaced was not installed so I mentioned it to them and they said they would look into it. I can't believe Pep Boys of all places, charged me for work they did not do. I've seen this on TV numerous times, and that's why I choose to go to a reputable establishment. However, the quality of work and trust was the same as going to an independent unknown shop. I mentioned this to one of the store personnel.

After about 30 minutes of looking for **, who seemingly disappeared, they apologized and kept reinstating that they have now fixed the broken bolt (that they broke). Then after about 30 more minutes of figuring out how to handle the situation, they came to me with an offer of giving back the money they charged for the hardware kit and an additional $50 to just go away quietly (that was my take on it). I was totally disappointed and upset at this point. I can't believe Pep Boys is no better than any other rip-off shop. And if I didn't get the chance to check the part, I would have never known. I was totally livid. So, at that point I asked for another reasonable accommodation since they not only lost my trust, but also broke the law in the process. I asked that since I had a bad tire, for them to replace it at a discount (not free), OMG. Then **, (fast talking, wide eyed, appeared to be half drunk) proposed changing two tires at a huge employee discount of $235 or so. Are you kidding me? I could buy two brand new tires for less than that. He was a disgrace.

After five hours of being at Pep Boys, this was the best they could do. My boyfriend was very upset at this point and just told them to keep their tires. We attempted to get higher management involved and per **, there was no higher management. That was it! Are you kidding me? They are ripping off people and if they get busted, they are offering $50 to go away, and I'd have no recourse. I will never ever go back to Pep Boys and I will warn everyone I know to be aware of the practices they are doing, at least at the Rancho Cordova store, but you never know how prevalent this practice may be. I mean if the store manager is doing it, who else might be doing it in the corporation? ** didn't seem to care and he was not taking any responsibility for the issue with my car at the time of service. Some of the other supervisors were trying to fix the issue and offered me services to compensate for the mistake they made and for damaging the car without telling the customer. I expected more at Pep Boys but I am so disappointed at this time. They don't seem reliable plus they were trying to rip me, and potentially other customers off.

A few months later, I took my car on the highway for the first time and when I reached speeds in excess of 45 mph, the car would shake violently. I refused to take my car back to Pep Boys after the terrible experience I’ve already had and took it to Nissan, where I should have gone to get the tires in the first place. It turns out the tires were not weighted correctly when they were put back on at Pep Boys, so I had to have them weighted and re-balanced which cost another $200 at Nissan.

I disagreed and called corporate again, and requested to speak to someone other than the morons they have working in the stores. No one called me back and I followed up again tonight, where I was rudely told by Sylvia in customer service my case was closed and they would refund the balance, but she didn't know how much that was. I put a request in to speak to her manager, but who knows if I will get a call back.

I will never ever use or recommend Pep Boys again. I could have been in an accident as bad as the car was shaking, or stranded somewhere when I got the flat tires and they will take no responsibility at all for this.

Unfortunately, he had to return shortly after due to the fact that the tire went flat again. Upon returning to the Ft. Myers Pep Boys, he was again harassed about the fact that the tire was dry rotted, was against corporate policy to have tires installed only on the front and that he needed to buy new tires. He again declined, asking that the road hazard warranty be honored and have the tire plugged. This time, it took 3 hours to plug the tire! I called the Pep Boys where I had originally bought the tires. I confronted the manager about the two tires on the front installation policy and was told that there is a Pep Boys policy in effect regarding that. I asked why would a different store give so much trouble to a customer about that and he couldn't offer an answer. I asked why the Ft. Myers store would insist that the customer buy new tires when they were only a few months old because of the dry rot. Again, he could not answer. He did say that if the tires were dry rotted, the road hazard warranty and a Pep Boys National Policy regarding dry rot would have allowed the Ft. Myers location to replace the tires for free!

Upon arriving at the original Pep Boys location where I had purchased the tires, we found out that the tire on the right front of my cars was not the tire I had bought at Pep Boys! I can not emphasize this enough! The tire on the left front was fine, no dry rot. The tire on the right front was the spare tire from the trunk! The Pep Boys tire was in the trunk! The Ft. Myers Pep Boys took the old spare tire out of the trunk and put it on the right front of my car and then showed it to my son and told him it was dry rotted and he needed to buy new tires! All this after seeing his receipt from a few months before knowing they were new! How do you explain something like this? (rhetorical). They were trying to scam my son. Who knows how often they successfully pull this scam on the elderly residence of Ft. Myers? There needs to be an investigation of the Ft. Myers Pep Boys. A sting of some kind!

My husband then proceeds to ask him why the 2 new front tires were installed on the back of the car. Which he replies its company policy, speak to a manager. My husband then enters the front area, where I have been waiting in line to discuss these concerns with Josue **, who argues that it is policy to put all new tires on the rear and he can not change them. My husband explains that the car is front wheel drive, the existing back tires were good, if this was the policy, they should have made the wife aware of this when she left the car in their care to replace 2 front tires! My husband then demands that the rep. call the manager, we want our tires on the front not the back. The rep proceeds to call the manager who allows the tires to be installed on the front. After much attitude and disgust, the service rep. complies and then returns to say that it is not possible to perform a front end alignment on the car. In turn, my husband questions why we would install 2 new tires with a proper alignment and that it would be unsafe to drive the car without this. In addition, it would damage our 2 new tires. The service rep. stated he would not perform the repair.

We then paid our bill, which was much higher than quoted, although they did not even perform all of the services originally quoted. When my husband entered the car, it was obvious changes had been made to the front end alignment and it was made worse by ever by the Pep Boys mechanic and down right a danger to drive the vehicle. We drove it directly to McCarthy's Tires in Manassas VA, parked in overnight. The following morning, they performed the front end alignment with no problem at all. It is obvious that the service rep at Pep Boys intentionally tried to damage our vehicle.

A couple days ago, I found out that antifreeze seems to be leaking from my car because I just refilled antifreeze a few weeks ago and it was empty two days ago. So I had to refill again that day. I noticed some antifreeze around the engine. I also noticed the engine looks overheating sometimes as I saw steam coming out of the hood sometimes. So yesterday I went to Pep Boys again and let them check to make sure that antifreeze is not leaking. Half an hour later, the guy (his name is Demetrio **, by the way) said there are three major things to get done: to replace gasket, timing belt component kit, radiator fan assembly, and so on, which would cost $2200. He gave me that estimate. So I told him I cannot afford that much, so not to do those. Plus I had to go to Philly yesterday, I explained to him. He said if I go to Philly without fixing it, then the problem could get worse and it could cost me even more. I told him that I just can't afford that much so he gave me my car back. I paid $40 just for checking the problem, by the way. I came home depressed, thinking what I should do about that problem. If his estimate were genuine and true, then I'd better just throw away my car.

All of the sudden, the thought about my friend's mechanic popped up in my head. So I called him and asked him to take me to his mechanic. He brought me to LukOil at the intersection of Black Horse Pike and Fire Rd. I explained to the mechanic the problem. The mechanic (named Miguel) popped up the hood and checked the engine right in front of me. He first checked everywhere around the engine to see where the antifreeze leak might be. Finally, he opened the water tank, I think, connect his little machine to that opening, gave pressure and tested it. And he found out the leak is from there. He asked me if I ever changed thermostat. As I didn't know what thermostat was I told him "no." He said thermostat needs to be changed. So I told him to just do it because I was pretty sure whatever he would do would cost me less than $2200. So he made a call to order thermostat. When he hang up his phone, he said it'd cost $87 to fix that, including part and labor. Oh my God! I was so happy I almost jumped on my feet. He took care of the problem within an hour and a half as soon as his order arrived.

After he replaced thermostat, antifreeze doesn't leak anymore. The steam does not come out from the hood anymore and the engine now runs even better than before. Not only he saved my car, because of him I could also make a trip to Philly for my important appointment yesterday. Folks, I would recommend you to go there, LukOil, whenever your car has problem. The mechanics there are such honest guys. They would always charge you the right price. Never go back to Pep Boys as most of them are really dishonest and they would just rip you off. I also decided to stay away from Pep Boys for the rest of my life. By the way, check out online how inexpensive thermostat could break down the whole engine, if it goes bad. That knowledge could save you your car one day.

So on Monday, first thing in the morning, I took my car to a different auto repair shop where they were going to replace the water pump. They took off the old one so I could take it to Pep Boys to exchange it for the new part, but once I got to the store I was told they did not have it and they said to come back Tuesday. Since then they have been telling me to come back the next day. All this time, my car was in an auto shop, while I had the part that needed to be exchanged with me, and now the auto shop is going to charge me $35 per day for storage. Today is Monday, February 13, 2012, and they still haven't given it to me yet. They'll have it tomorrow supposedly, but tomorrow is my 8th day that I haven't worked because I'm not able to use my car and I can't afford not to work anymore which is why I have decided to find a way to buy it on my own.

I was told in the short run they had no record of any purchase I had ever made there and that they would not help me. I have the receipt but I refused to show it to them until they show me receipts. Corporate doesn't know how nasty this treatment is going to look in a court of law but it will as I video tape or record all calls. They are out and out crooks and I really am not one you want to mess with on issues like this.

I had been driving around like that for over a week! When I brought the car up there, they basically took the car in back, pulled the grips off and brought the car back around. The store manager said that my check engine light being on was unrelated to the clamp on the hose. Then, he made a joke about the mechanic "leaving a present" for me under the hood. These jokers didn't even apologize! After another 2 days of having my car act like this, I brought it to another shop to have them tell me that the tech cracked my radiator when they put the new cap on and that I have a blown head gasket. So now, we're not talking hundreds of dollars in repairs, we're talking a couple thousand.

I will never, ever step foot in another Pep Boys as long as I live. I will do everything within my power to get my money back for the damage they caused to my vehicle.

When I got there, they said I would have a 2 hour wait, so I left my car and went home. At 11:30 am my daughter took me back up there and I found that my car was still sitting outside. So I went inside and ask them how much longer would they because I had to pick my wife up from work at 3:00 pm. They said about another hour and a half. At 1:30pm, I got a call asking for permission to torched the lug nut off because half of it was still on the rim and if given permission, there would be another $39.00 dollar charge to torch it off because I was in a bind. I told them to go ahead and asked them how much longer it would be, they said another hour and a half.

At 3:30pm, my daughter took me back up there and I was told that they had to find some parts that were lost and they would be done. At 3:45pm, I was given a bill for $198.39. I complained about the price but to no avail. I paid the price, took my keys and drove off to pick up my wife an hour late, to try to calm down I turn on my CD player to play some music only to find that my CDs were missing. I call the manager and all I got was we have surveillance cameras so they wasn't stolen from here. I had been no place else and the car had been locked for 4 days.

Mad because they were supposed to be off by then and slamming my tires and rims around. So while he is doing that I look at my receipt and realize that the "free" oil change they charged me for. Went to talk to a manager and took him 20 minutes to refund the money. I went back to see whats going on with my car and he has the pressure monitor in his hand saying that its corroded. I was so mad left taking it with me.

On the drive home, the alignment is messed up. I got home and look at the pressure monitor its not corroded they broke it! Cost $150 estimate from dealership. Called customer service, ended up taking a day off bringing it up there for them to fix the pressure monitor gauge and the alignment. When I got to pick up the car, they said nothing hand me the keys and said there is nothing they can do for the undercarriage piece which is $200 to replace! They replaced it with a smaller gauge not the same exact one.

So I called yet again and they told me I will get a call back within 24-48 hours. Never got a call so I called and they told me they ordered the plastic part for under my car and will call to replace it, well I didn't want pep boys touching my car again after the way it was treated and the way I was treated. The area manager called and pretty much told me they have the part they want to replace it. And gives the choice of going to another shop and getting estimate and bringing to them or having them replace it. Which is fine at least they are trying to fix it, but for 2 1/2 days off of work to fix an additional $350 of damage they did to my car! Oh, we don't reimburse refunds for that. Worst experience I have ever had at a car repair shop!

My husband was unable to repair. I took it to my garage and was told it needed another alternator because of the plug. I took it back to Pep Boys and I was asked why did I bring my vehicle to a Mom And Pop shop and why didn't I believe them. He is a corporation. He then stated that it was the plug all along! So why did I pay for an alternator?!

I don't give disrespect. I am a 53-year-old woman with my master's degree. I was victimized, angry, dissatisfied and ripped off! I have yet to hear from the district supervisor. He closed the case because he couldn't get in touch with me. Really?!

1.) I ordered tires online for the following week. 2.) I came in for installation as scheduled. 3.) The tires were not there. 4.) Filed complaint online hoping for discount for the inconvenience. 5.) I came back for installation four days later and tires are installed. When checking out I wasn't informed I could get $25 back with the free sign up of the Pep Boys card. 6.) I buy some gloves in the store and when checking out the lady informs signs me up for the discount card. 7.) When I get home to put the tire purchase on my account online to receive credit, I notice the kid that checked me out with the tires had changed my address on the receipt but kept my phone number.

I can only speculate why he did this at this point. I am assuming that he changed my address so that the company wouldn't cross reference the complaint I filed for the tires not being there initially. I normally would give him the benefit of the doubt in this situation. However, the information I had entered online wasn't changed consistently enough (failed to change my number) to be an accident. I am assuming they didn't change my phone number so they could still contact me when the car was finished. I don't know if this is the way this particular store does business, but I feel as though the logic is flawed enough to let people know the facts of my particular situation. To be fair I feel the tires were installed properly and the price was good. I have not heard back from corporate regarding some closure to my situation. I will post an update if they get back to me.

This is the fourth time brakes have been done on this car. Everybody else did 40,000 plus miles. The job done by Pep Boys shop was junk in 29,000 really 25,000 on the metal at 29,000 miles and I paid just as much and today learned half the parts I believed were replaced were not. Also I spent over three hours waiting for a phone call Mr. Dennis ** the stores service manager said I would be receiving from one of their reps (Bill **) I believe Mr. ** said his name would be. Still have not heard from him! Just another pissed off customer to Pep Boys! Wish I had read the other reviews before deciding on Pep Boys. In my opinion these guys suck at what they do and use low end ** parts to suck at it!

In my opinion this company or at least this store really just doesn't care. I my quest to bring my experience to the world I have found I am late to the game. I will read before spending my money next time. No shortage of complaints already on the web about this company and this particular store! Live and learn! Don't let these people get near your car!

On 12/10/2011, I took my vehicle in for the fourth time for overheating. Your team keep my vehicle for two days for re-evaluation and determined there was nothing wrong. Finally on 12/15/2011, I took my vehicle for the fifth time to your team. Only this time, your team determined my vehicle needed to have the head gasket replaced. As you can imagine, I am very frustrated with the services I received from your team. I ended up taking my vehicle to the dealer to be repaired on a AAA tow truck. I am requesting all my money back for the old repairs and to have all the new repairs paid for in full by Pep Boys. I am willing to take legal makes if necessary.

Unfortunately, I find that I am no longer comfortable in your establishment because of the rude and obnoxious customer service that I received at my last encounter with your store on November 10. Not only were my family and I were waiting for 2 hours to receive an oil change, but one of your employees at this location disrespected my fiancé by his attitude as well as his behavior. I estimate that my family and I spend more than $100 a year in your store. I feel badly that my friends and family and I are forced to put that into a competitor's cash register. I would rather it go to you, which is why I am writing.

We will definitely reconsider never servicing the Pep Boys in Landover Hills again. I will never shop or purchase an oil change from Pep Boys again unless I’m in immediate need of an oil change.

I encourage you to work with your employees’ customer service in order to strengthen their politeness instead of being rude. You are losing business because of the constant presence of rude and inconsiderate employees.

I'm having problems with my vehicle once again and I took it to a mechanic and he informed me that the alternator is bad. I asked him to check for a leak and he informed me that there is no leak and that the alternator was never replaced. I then called Pep Boys back and I spoke to Hector, who is the gentleman that assured me that it was fixed the first time, and I told him what the mechanic told me and he said, "I changed the alternator out of common courtesy due to the fact that my mechanic said that something was leaking on the alternator".

To my knowledge if something is under warranty and it goes bad, you're supposed to replace it. I am tired of Pep Boys taking my money and not fixing the problem!

I cannot believe how cold this business is and I will not ever shop with them again. We had the receipt and the part which you could see had never been used and we could not get our money back, which could be used toward our doctor bills. I know sometimes people give sob stories and don't tell the truth, but I have all the paperwork that could prove this if I had to. I will never shop there again.

Now if a customer if upset about the mechanical work done by a technician or mechanic, they don't get a cut in wages, the service writer does. Again none of this is said to you when you are hired or in a written form you must sign. You just find out weeks after you have been working and all of sudden your commission drops and you ask. Pep Boys can take your money if the customer gives you a (7) rating. My Question is, "Can they legally hold the money you earned when you never signed that upon or explained to you by management before being hired?"

I called them the next day, as it was late in the evening. I told them about what was happening, and I was told to bring it in the next day. Two days later, I got a call telling me that the car has been fixed. I came to pick it up, and the manager told me that they drove it for six miles and it didn't cut off at all. That was **. The damn thing cut off at least three times on the way home! I called back when I got home to tell them it was not fixed, and they told me to take it to the dealer.

They kept telling me about how much they checked websites and could not find the solution to my problem. They said that it was happening to thousands of Dodge owners, and nobody can figure out what’s wrong with them. This is all **, I think. All they did was re-flash the PCM, which did not fix the problem. So, I took the car to Pomoco. They also couldn't fix the problem, but they gave it a worthy shot, better than Pep Boys. They said the throttle body was really dirty, so they cleaned it.

Well, it didn't fix the problem; now for the discrepancy, I paid the Pep Boys to clean this throttle body! It looked like it never happened. I do not know anything about cars, so I was unable to check. That will soon change though. I am taking this car the dealer this weekend, but after this whole mess, I will be learning a lot so that I can make repairs and do my own maintenance work. Pep Boys took a perfectly working car and ** it up. This car belonged to my dad, who passed away two years ago.

At this Pep Boys location, I was told the front brakes were "just fine", but that I had a cracked drum on one of the rear brakes. They quoted me about $300+ for the work. My trusted mechanic had an opening, so I had him check the problems to see what he would charge me. He told me rotors needed to be thrown away and showed me that there were no pads at all on the front brakes and the rear brakes were fine. Don't trust the mechanics at Pep Boys!

I entered the service department and was greeted by service adviser Johnny (I soon come to find out he is the manager, He did not portray the position). I explained that I had a vibration that was getting worse daily and would like to have the balance checked since I had the lifetime balance. Johnny proceeded to write up a service order, he then walked out to my vehicle, looked at the driver side front tire and he came back into the service area stating to me that the tires were almost worn out and they needed to be replaced. I felt this was odd since he just looked at 1 tire, so, I asked what the tread depth was; he stated 3/32. I then questioned him as to what was causing the vibration; being sarcastic, I asked, is it the air? Again, he stated that the tires are worn almost to the point of being illegal, which is 2/32 (a scare tactic to make a sale by instilling fear into the customer).

At that point; the service technician was bringing my vehicle into the bay. My vehicle was lifted into the air by this technician after he performed an inspection in the engine compartment. While in the air the technician also jerked on the front suspension, apparently to ensure there were no loose parts. I asked Johnny to inform the technician be careful when removing the hubcaps since 1 hub cap was cracked on the last tire installation at Pep Boys (this still has not been taken care of). Johnny then went back out to the vehicle, this time a complete walk around the vehicle, looking at the other three tires, only this time he comes back into the service department counter stating that the right rear is not a Pep Boy tire. I tried to explain that my brother has had constant vibration problems with the Mystique; apparently having that tire replaced at another retailer. As a note, I found this Pep Boy tire in his garage gathering dust.

At his point, the service technician was in the process of removing the 3 Pep Boy tires so that they could be checked. Each of the front tires were set up on the wheel balancer and spun to check for defects, at his point I noticed from the customer waiting area, that the right front tire had a severe separation which was more than likely the problem that was felt on the steering. I walked into the shop where the tire technician was measuring the tread depth; stating that it was between 4/32 and 5 /32. This is when I realized that I had just been set up to be scammed; I asked Johnny where did he get his 3/32 tread depth reading from, his remark was by his eyesight. Johnny and Pep Boys Integrity and Honesty fell way to trying to make profit and personal gain. Johnny should have never lied about the measurement; in fact he should have done his job correctly and measured the tread then he would not have to lie to me by telling me that the tires were worn out and needing to be replaced. I know Pep Boys is in the business of making a profit but at whose expense. Also, how many times does this type of selling tactics performed with unsuspecting customers never realizing that they have just been lied to and ripped off?

The next issue was when he decided to do an adjustment on the 2 tires in front; he quotes me a price that put me in sticker shock. Without asking if I wanted the Road Hazard Warranty, he just added the cost into the invoice, then there was a charge for tire disposal (this tire is being adjusted and should be going back to the manufacture for credit, so, no disposal should have been needed) and then there was a charge for tire balancing, most manufactures credit the vendor for these charges for providing customer service for handling their tire adjustments, at least this is the procedure that BF Goodrich used on their adjustments. I thought this tire was a manufactures workmanship and quality issue and not a mileage issue, yet the adjustment was based off of mileage; the terminal did all Johnnys calculation which I feel over charges on this percentage of wear. I rough calculated the percentage worn from the beginning mileage of 80,000 and the current mileage of 116,000 shows mileage of 36,000 miles used out of the 60,000mile warranty. Which roughly calculates this tire worn at 64% yet the Pep Boy system calculated for 71%, I guess another way to make a profit. (a couple of dollars here, a couple of dollars there, sounds similar to a shop supply fee).

I asked Johnny why the difference and he stated that he had no control on the pricing since it is all handled through the computer program, (it is easy to pass the blame to corporate, especially when uncertain on how to handle a situation in which he got caught being deceitful to a customer) he then proceeded to show me how he arrived at the adjustment price by inserting the required mileage in the fields provided on the terminal. We talked about other manufactures of quality tires, (BF Goodrich / Goodyear etc) and the way the tire adjustment manual calculated the cost. I ask if he had the tire manufacture adjustment / warranty literature he stated, no. Frustrated, I finally told him to put my car back together and give me the number to Pep Boys corporate office so, that I could see about what could be done on this situation, in which he blurted out 1 800 PEPBOYS. He did his best to try to keep me from contacting management in regards to this situation, stating that any calls to that number would be directed right back to him. Johnny stated, he makes the final decision on the outcome of this situation, since he is the manager, and that is the way it is. I don't believe this to be the case; since the store name would be Johnny Boys or something of that sort. Although he does run it as if it were his own. You be the Judge.

I definitely don't trust anything Johnny has to say now, since he lacks integrity, and has proven to be deceitful in lying to me about my tires being worn out and needing to be replaced; this, just to make a sale and more profit. If nothing is done about this situation, then Johnny's 20 plus years of management style will continue to go unnoticed until he is caught in another lie, then again on this side of town due to the demographics, it is unfortunately easy to get over on customers by being deceitful. The sad part about it is most of them will or may never know.

Lastly, today I also did comparison shopping on this 60,000mile tire, and it was on average $5.00 more at Pep Boys, than the equivalent name brand tires manufactured by Goodyear, BF Goodrich and others sold at Wal-Mart and Discount Tire, and when it comes time for understanding their customers needs for service and / or adjustments, these retailers are customer friendly, that really makes the difference. I don't want these Pep Boy tires any more after the aggravation this has caused and deceit that I have endured.

So, I called their home office. I was told to bring the car back to their shop, which I did on 12/29/2010. When I got the car back on 12/31/2010, it was still leaking so I brought it back on 1/8/2011. I picked up the car on 1/10/2011 and as soon as I got home, I noticed that it was leaking so I drove right back. This time, they sent the car to the dealership. They said that they would fix it and all they wanted me to pay for was the oil. That time, I paid $36.35 and picked up the car on 1/19/2011. As expected, the car is still leaking so I took it back to the shop on 1/27/2011. I picked it up on 2/11/2011 and I paid $255.90. To date, my car is still leaking.

Now the district manager has called and stated we have a cooling system problem (and my car does not overheat, now or ever). We were told to bring the car back. Why in the world would I want to take a car back to a place that has done nothing but take my money and find something else wrong with the car every time they look at it. While my son was talking to the district manager they got disconnected (or he hung up on my son) so my son called back and was put on hold for almost an hour. Now I'm out almost $600 and still have an a/c that isn't working properly. Apparently their "Satisfaction Guaranteed" policy is their satisfaction and not the customer's. I will be contacting every agency that I possibly can tv stations, better business bureau, and drive my car around with a sign on it about Pep Boys' service. I will tell everyone I know and come in contact with not to go to Pep Boys for parts or service. From the looks of the comments on this site, it is apparent that they need to clean up their image.

# 2 - This past Friday, I entered the store for an oil change at 2:20 PM. Francisco was talking to someone, looked up at me and instructed me not to stand at the counter. As I have a bad leg, I explained I need to lean. He sent me to the customer waiting area. After waiting a good while, I again tried to get his attention. He wrote my work order as he apologized for his inappropriate behavior the week before (#1). I asked that he check my tire pressure and fluid levels as one of the lights on the dash panel was on and I was about to take a long trip. I waited for 2 hours and 40 minutes but no car. At 5 PM, I asked again for my Ford Escape. "We're working in it. I'll call you soon". A few minutes later, I asked again and he had the paperwork right there on the counter. But in spite of THREE (3) hours of waiting, he hadn't called me. That's not all.

# 3 - As I approached the counter, he answered a phone inquiry about new tires. Clearly, he could see I was tired and annoyed so he put the call on hold and wrote up my bill. Then he picked up the phone again and started giving prices etc. As I signed by bill, I asked about the light on the dash and what it costs to change the air filter in the shop or what it costs just to buy the filter. As I asked my question, the phone rang again and he answered the phone. I must be invisible and voiceless in spite of my girth. I said to him, "Doesn't someone standing in front of you deserve some courtesy?". He completely ignored me. So after an unheard of three-hour wait for an oil change, I was tired of being abused so I turned and limped out. Oops, there's still more?

# 4 - I know you won't believe this but that light on the dash was still on when I got back into the car. I had to go to another station to beg someone to check it. It turns out, the left front tire was low. Light went off as soon as we filled it.

Being a female surely has nothing to do with this. Being a senior citizen certainly doesn't play a role. Having a disability with my left leg, that doesn't matter. Or does it?

As a retired CEO with twelve (12) years experience running a multi-million dollar corporation, if someone in my corporation and/or under my supervision had behaved as above, today would be the last time he could abuse a disabled, female senior citizen at my facility.

Yettie **

They were charged $89. for the diagnostic plus more for the tune up. I told her to save the new plugs I had put in the truck, so I could look at them. Needless to say, the truck failed inspection. She found a real mechanic who fixed the problem with an intermittent high voltage reading at the throttle position sensor. I had found the same trouble code when the truck was here in Buffalo, I wasn't able to repair the problem because they had to leave for Georgia. Pep Boys diagnostic wasn't even close to being correct. Pep Boys should not be allowed to operate because of the dishonest, incompetent 'mechanics' and dishonest management

I drive long distance for my work. I can drive 4,000 miles in a month, the way my job is. So when I had alignment done, if I had known the mileage restrictions, I would have purchased a different plan. If I had known about restriction on mileage, I would not have even gone back for realignment. The only reason I went back was for what they have mentioned to me, which is 3 months. When I went back there, they tried to sell me a new plan for 1 year but still they would not mention about the mileage restriction. I asked them, “Why don't you mention everything about warranty so customers can make proper decision?” They told me it is on my receipt. When I showed them the receipt, there is no mention of it.

When I was complaining about their policies and was asking them what they can do for me, I was told nothing and that I need to buy new service again. When I asked the associate the main office phone number, he asked me to talk to the manager and I agreed. He then points to the manager, which happened to be standing next to me during all this time in the confrontation. I asked what he will do since he has been standing here all this time next to me and did not say anything to me or offer any solution. What makes you think he will do anything different? So I asked the manager his name, which he told me is Glen. He also said he is the area manager and I asked him again the main office phone number. His response was the main office will do nothing for me since they will forward the complaint to him and he will call me and tell me the same thing. That he cannot offer me anything. He also wanted to sell me another service and use a store coupon in the weekly ad, which was for 10 dollars toward that.

I left without any purchase and also called the main office and complained and mentioned what the manager's response was. I was told I will hear from someone within 48 hours – which never happened. Pep Boys’ customer service is really bad. I will not be going back anymore, and also all of my friends.

On December 23rd 2009, I filed a complaint with Pep Boys and they acknowledged the issue with the engine and provided a rental car up until my car was returned on 2/2/2010. It still sounded like a lighter tick but they insisted it was normal. In August 2010, I turned my air conditioning on for the first time and noticed it was not working. I called and was told it had nothing to do with the new engine and that it probably would need to be charged. Pep Boys wanted $90 just to look at it and I declined service.

On June 25th 2011, I was returning from a business trip in San Diego when I stopped and filled my gas tank at an Arco station. About 20 minutes later, the vehicle stopped running completely. It was late so I had to have it towed to the local Pep Boys Tri City/Oceanside store number 742. The store was closed so I had to pay $25 for a taxi to the only hotel in town that had a vacancy on a Saturday night. I then paid $88.09 for the night and $25 taxi ride back to Pep Boys at 9am the next morning.

On arrival, I explained to the service technician that we are stranded and had been there overnight and they agreed to start work immediately on my vehicle and at the time, they only had one other car in the bay. Two hours later, I returned to Pep Boys and they had not even looked at it. There were several other cars there and after complaining, they said they would see if it was the fuel filter and if it's not that, it may be the fuel pump. The person working on my car kept disappearing off to lunch or wherever.

At 5 pm, I started to complain, knowing they would close in an hour and I would be stranded again. At 6pm, they told me the engine installed at the Burbank Pep Boys was junk and that they will have to install a new one. We also noticed that the original paperwork was incorrect and they showed my odometer at 1 mile at the time. After an hour of arguing, the manager (Daniel **) told us it would take seven days to install a new engine and we were told they would work things out with Burbank Pep Boys. He then made arrangements to get us to a rental car place and said they would pay for it for seven days while the work is being done and he called and got an estimate for $201.53. He told me I would have to pay for it upfront because the rental car they usually use is closed on Sunday, but he would reimburse me at a rate of $29 per day.

On June 27th 2011 at 10:18am, Chuck, the manager in Oceanside called me to say that they would not replace or repair the engine because it is no longer under warranty and Burbank Pep Boys will not stand by the repairs. He said that Oceanside will pay for the rental car they had me get yesterday but will only pay for that day and today and that I have to return the car today. At 10:36 am, I called and spoke to the service manager in Burbank (Juan) who explained and we talked over the whole situation. Juan explained that they purchased the engine block from another vendor and it had problems with the lifters, and that is why it was making the noise. He said that during the time they had it, they sent it back to the vendor but he didn't have the time or capacity to repair or replace it. I was calling daily to get my car back and they were paying for a rental car so they cut their losses and tried to fix it themselves.

He said he will work with me and he would fix it, no charge. And if they couldn't repair the engine (send it to a machine shop), they would replace it; but they won't pay for the tow from Oceanside to Burbank or for my rental car. I called several towing companies and it would be a minimum of $500 to tow it to Burbank. I asked him why they can't just fix it in Oceanside and he insisted he would not and could not do anything unless they car was in Burbank. At 11:55 am, Daniel ** from Pep Boys Tri City called and will release the vehicle at no charge and will pay for two days of rental car and told me I could return it to any Enterprise rent-a-car. I called Enterprise and they will charge an additional $50 if I don't return it to the San Diego Airport. I've called 1(800) pep-boys but the line disconnects (4 times).

Finally, I got through to the complaint division and spoke with Andrea. I explained everything and they re-opened the case I filed back on Dec 23rd 2009. Fontana Store $400; Burbank Store $3,195.62; Taxi $50; Hotel $88.09; Car Rental $61.06 (2 days); Prepaid fuel $73.80; Insurance $12.00 (2 days). I spent a total of $3,880.57 and I still don't have a car and am paying per day for a rental car. I'm a self employed artist. I've had to cancel all of my art shows for lack of a car. Financially, this mean ruin.

The police were called and Pepboys came and picked it up, took it back to there shop, took me home and told me it will be done in hr. Well, I called them 2 hours later just to be told another hour. Finally 4 hrs later at 6 pm, the manager picked me up and then there were Rags hanging from the axle of my truck. I called the corp office only not to have my calls returned, so I went out and got an atty on the following Tues. I had to take my truck to the Mazda Dealer get estimate, pay my atty, pay for rental car and than when Pepboys were contacted by my atty. The legal dept of Pepboys told me to return my rental car and they w/ reserve one for me. So I did. Here it is June 21, now I was told to pick up my check from my attorney office, which i did and to go to Mazda Dealer and pick up my truck as Pep boys sent them a check for the estimate and time looking at my truck, and told to have the rental car turned back in by Wed, 6/22/11.

Well. here it is 6/22, and Pepboys has not sent the check to the Mazda Dealer for the owed amt of $775. + $30.00 a day for the storage of my truck. So now Mazda will not release my truck to me and I am supposed to turn in the rental car today. Well, how can I do this if I do not have my truck back and cannot get to work due to this no good companies negligence.

I have had to take time off work, miss 6 hrs of work due to this crap. Now I may not get my truck back until I pay the Mazda Dealer the amount due. What kind of business are you running? I am a single lady 50 yrs old. I do not have a hubby, or family to help me. Hell if it was not for my neighbor, I would not have had a way to the rental car place to pick up a ** rental. Now today 6/22, 3pm Pep boys still has not sent the check to the Mazda Dealer and I am still responsible for yet another days storage and supposed to have the rental car turned in by 6pm, otherwise I have to pay the rental company 32. day until I can get my truck back. This is crap. Companies like this should not be allowed to do business. I have referred this to the BBB and to the local TV stations to warn of this kind of business.

Now Ben from Pep Boys tells me that the actual exhaust that fits my car is now $1025.00 and not the original $525.00. To top it off, he tells me that he can’t get the part in for another 10 business days, so now I’m without a car for 2 whole weeks. For the icing on the cake, he asks me if I could pay extra for a speed delivery. He was so lucky that he had my car and there was about 15 miles between us. Now if they don’t make it right and give me some sort of break, I’m done with them. I'm a full time father. I pick my kids up from school every day. Now we’re forced to walk because of Pep Boys for half a month.

The alternator plus labor costs $545 (tax included). The fuse and accompanying the labor plus tax costs $530.08. When I left Pep Boys, my car was not turning on properly. I complained to Pep Boys’ headquarters and Better Business Bureau and they did help me.

She then apologized and told me that she would have to speak to her manager. After a couple of minutes, the manager approached me and asked me if in fact this had happened to me twice. I of course said yes, and that was the reason that I was overly perturbed. She then asked if I had brought the other one back in the same condition. I stated I sure did but I could not remember. Guess she expected me to wash and dry and refold like new? She then said she would not take it back. I asked her why and she just said she would not and walked off. The clerk apologized and said she did not know what to say. I then asked her who else I could speak to and she suggested that I go to their website to file a complaint.

I then returned the other cover out of disgust at 2:08 PM and returned home. I called their Customer Service line and finally spoke to someone at 2:36 PM on the same day and was provided case # **. I was informed that I would receive a call within 48 hours from the manager. I told them it would not do any good to receive a call from the store manager as she was the one that had turned me down. I was told that they had to start there and it would then be escalated if we did not come to a solution.

Finally, on 1/3/2011 at approximately 2:30 PM with no return calls, I called the Customer Service Department back. I was informed again that my claim had been denied. I asked by whom and she said the manager. I then stated that I was not surprised and I wanted to escalate it further. I was then told that it had gone as far as it could and was hung up on. My purchase time was 1:35 PM and return time to store was 2:00 PM. Who in their right mind would bother to go through all of this, thinking they were going to get a $29.98 cheap car cover for free?

Now for my story, In December 2010, my boyfriend purchased a $135 starter at this Pep Boys location for his 1978 Mercedes Diesel (already in-stocked item). Within 3 days, the starter decided to spark and shoot sparks. They sold us it was a bad starter. On December 26, the starter stopped working.

The El Cajon Blvd. Pep Boys was said to be the only Pep Boys in the San Diego county to carry in stock a 1978 Mercedes Diesel; therefore, we shopped there. On the day that the car stopped running due to a bad starter sold to us, (12/26/2010) he called that night to speak with an employee to ask if the starter for his car model was in stock, and the employee said that yes, it is in their store as a stocked item and told us to stop by as they have it in stock now. We showed up the next day (12/27) and the Pep Boys employee said that the item is not in stock. We said that we called in to ask about it and a female employee said that it was in stock to pick up.

The manager came out and asked us if we called their Pep Boys location on El Cajon Blvd, and we said yes, as it is the only Pep Boys in the county that sells his particular starter for his 1978 Mercedes Diesel vehicle model.

Next, the manager insisted that he must have dialed another number to another Pep Boys. We disagreed and showed the receipt from his rewards/gift card and Pep Boys card that has records of his purchase at that store. Then, an employee came out to scan his rewards/gift card which did show that he purchased the $135 starter at that location.

The manager acted like we did not purchase the starter at that location and then told us that the employee must have not been at his location. We disagreed again (as we did call this location's store number and reached their employee). As a result, the manager concluded that the item was sold to someone else - a coincidence that this customer had our exact car model ('78 Mercedes Diesel 300)

According to the manager, he said that we must bring in the starter and the receipt to the store in order to check if the starter is bad like we reported. After testing the starter for approximately 5 minutes, the manager agreed that the starter no longer works. The manager said that this comes with a warranty, in other words, we can get the starter replaced but he cannot order it for us.

Because the manager stated that he will not/cannot order for us, we must check every few days (call- in or walk-in) to check if the item is back on stock. According to the manager, this item was a regularly stocked item. He said it is likely to arrive on Friday (December 31). The car was without a starter for one week, starting December 26 to 31. He came in or called to (Monday & Wednesday) to check up on the status, whether the delivery truck had the item in-stock.

On December 31st (Friday), like the manager believed, the starter was there. On that same day, the starter broke in half within a few hours of driving. We drove up to Carlsbad for a New Year's Eve gathering with friends and came back to find that the car would not start, and once he pulled open the hood, it showed a starter that was falling apart. We were stranded.

On January 1st, we entered the store to speak with the same manager in regards to the starter that was given to us by that store. The manager said that he must have installed the starter incorrectly and that he wants him to bring it back into the store to run some tests.

We believe that the "new" starter was the original "bad" starter that was given back to us like it had been unprofessionally "fixed" up. There was no new packaging on the so-called new starter. It had the same golden tip box when it was first purchased with the same markings/scratches on the box, said my boyfriend.

We asked if the manager can just please order a new starter, but the manager refuses because he insists that there is no point in ordering the part because it supposedly comes in as a regularly stocked item for the store.

We will never shop at Pep Boys again due to false service, lack of care, weak customer service!

Lastly, the manager said that since it will be the 3rd time that the starter is returned (as it has a warranty), he believes that there is something wrong with our car, and therefore, it must be brought in to be checked. He just would not admit that his place sold us back our original starter because he refuses to order it.

Misinformed, we waited over a week for a new starter to get in-stock at this location (the only San Diego County location to carry this particular item for this particular car model) and got back the original broken starter that was temporary fixed which broke down the same day it was replaced.

I asked if they went ahead and replaced the sensor would I still be charged for the $69.00 diagnostics fee and he said yes. I ask why, since they were doing the work. I understand the diagnostic charge is in place should I decide not to let them do the work, they didn't spend their time checking it out for nothing. But if they were going to do the work I should not be charged for the diagnostic. They told me if I had just come in and said fix the oil light from coming on they would not have charged me the diagnostic fee. So I said I am being charged for telling you where to look to find the problem? They said yes. This is a rip off. Next time you go to Pep Boys be aware of this issue. But also note had I not told them what to check they would have just started replacing stuff without checking. I can see that they would have replaced my oil pump charging me for that then when I had to bring it back because the sensor was still messed up they would charge me again for that.

I asked the manager if he had the authority to make a decision he said yes but he was not going to ask his crew to work for free. I asked how would they be working for free since they will be doing the work and replacing the sensor. They couldn't answer that. I suspect they would have made more money by changing the oil pump and since it’s not the oil pump they want to capitalize the most so they charge me for checking to see what was wrong with the car. Basically what they told me is that they done check to see what is wrong they just start replacing parts until they find out what the problem is.

As was informed by the Manager that they could not issue a refund, and I would have to contact American Sportworks Company (ASC). As requested, I contacted the American Sportworks Company (ASC) and was instructed to take the Gokart to A&Z Lawn Mower Part (A&Z), located at 4431 Augusta Rd Lexington, SC 29073-9157.

Additionally, I incurred an additional amount of moneyiIn October to hire someone who could take the Gokart from Winnsboro, SC to Columbia, SC. Apparently, A&Z Lawn Mower Part Store is the facility Pepboys has contracted to do repairs. On October 4, I had to pay another sum of money for the Gokart to be picked up from the repair store.

Once I received the Gokart and my son drove it around, it still was cutting hesitating, and finally cut off. We have been unable to start the Gokart since receiving it back from servicing. I have done everything in my power to work with Pepboys management. On October 30, 2010, I once again contacted management and was told to call back next week when Steve, a store manager, would be there or contact A&Z.

On Nov. 8, 2010, I once again contacted Pepboys and explained the issues I have been having to the manager, Steve. He informed me that once you purchase a product like the Gokart from Pepboys and leave the store, it is out of their hands. You are required to contact ASC. It is apparent to me that both Pepboys and A&Z are giving me the runaround. I purchased what I believed was a good product from your establishment.

Purchasing a product from Pepboys has been a very bad experience. Pepboys had been recommended to me by someone I trusted. Had I known this purchase would turn into a nightmare, I would never have purchased the Gokart from your establishment.

I feel Pepboys has misrepresented this product, and am hereby requesting a full refund. It is evident that the Gokart was defective when purchased. It is also apparent to me that Pepboys could have taken responsibility and refunded my money within 30 days. I sincerely hope we can come to some kind of agreement without bringing in litigation. Thank you

I asked where another Pep Boys was located. It is in San Jose which is 15 miles away that was the closest. Note that in Atlantic Boulevard, the location is within 3 miles. I called the San Jose location when I got home. Their battery machine was working. I went there at 8 am on Saturday morning. The battery was bad and I had to replace for out-of-pocket cost of $54. The Original costs $92. I missed the free battery replacement by 6 months. Note that I used to drive for a living in my personal car. I have dealt with Pep Boys Atlantic location in the past. They usually try to over sale me with services. I stopped going there but when the battery died, the tow truck driver suggested Pep Boys. Trust me, if this battery goes, it will not be replaced by Pep Boys whether free or rebated!

A few days later, my car started jerking really bad and I could smell the scent of gas. I went back to Pep Boys telling them that it started after they worked on my car but the only thing that they told me was it would take more money to even look at it! I am having to pay out a bundle of money to repair the damages that they caused and fix the ones they were supposed to in the first place. I wouldn't recommend this place to anyone who wants to keep their vehicle drivable.

I never heard from them the next day so around 2pm, I drove over to them and they told me I needed struts, shocks, fix oil leaks etc. and I got ** because the noise, I told them, I had was way too distinct when you start the van up, for them to tell me that they just went through my van pointing out everything that they would like me to get fixed and not what was broken. I was like, “what idiots are these people?”. Anyway I told the guy how mad I have gotten and told them to get their act together and call me when they find the problem. They called me two hours later and told me that my AC compressor went out and needed to be replaced so I said, “Replace everything you have to and give me an estimate”. It was $842.

Anyway a few days later when it was all done, when I went to pick it up, they told me it was going to be over $1000. OMG! I lost it. The asst service manager fixed it really quick and apologized and I took the van only to go to work out of town and the bolt holding the alternator fell out about 2 hours away from my home in Brooksville. I wanted to cry, chew nails and scream. I called Kev, the service manager, and he said that I needed to pay out of pocket for a special order assembly to fix Pep Boys' mistake and I refused. I told Kev that I spent all my money getting my van from them so he needed to pay for Pep Boys' mistake. I took my van to the nearest dealership who gratefully showed me the problem and took care of the repairs and Pep Boy's paid the bill.

I know there are good mechanics out there but I would stay away from ones whose record shows faulty workmanship and it seems like Pep Boys are not getting their acts together.

The Shell station had a mobile mechanic's card I called on and when AAA showed up for the tow into Yuma, the driver offered that Pep Boys was open 'till 9, so I had him tow me there instead of taking a chance on a rip off. Arriving in plenty of time at about 8pm to find 10 unoccupied bays out of 11, I asked them to get on it but they wouldn't. The tow truck driver drove us across the street to a Ramada Inn.

Pep Boys opened at 8 and I walked over at 8:30 to find they'd done nothing but pulled my truck into a bay. It took them hours to confirm the problem and do 20 minutes' work changing the heater hose and replacing the thermostat. They presented me with a $260 bill that was final out at $253.98 and I paid it out of desperation to get going and get the ** out of there.

In the end, it was Pep Boys I should have been wary of, not the mobile mechanic who I apologized to. I was an old Pep Boys fan but not anymore. They took advantage of this 71 year old traveler and his teenage daughter. Their marketing claims about being reasonable are lies, and I will never darken their door again. They are but one more story of greed and disregard for the public out there.

This was my first visit to this location and my visit to Pep Boys. My husband and I own a 2000 Toyota 4Runner, on Thursday 19 Oct 2010, I got in my truck to go someplace, when I reached a speed of 40mph or so my truck began to shudder/vibrate as I was pressed on the accelerator, the faster I drove the more it intensified. I turned around, went back home and got my other vehicle. Nissan Murano.

The next day 20 Oct 2010, I took my 2000 Toyota 4Runner to Pep Boys for service. My husband recommended the dealer but I have used Pep Boys in the past, Petersburg, Va. Virginia Beach, Va and other locations. As a military wife, I have appreciate the good service at a good price. I arrived around 9 or 10 am surprisingly there were no other customers at the time. I waited 15mins before I was acknowledge even though there were 3 Pep Boys in the room with me. No hello, no has anyone helped you, nothing. They conversed about various things, then another Pep Boys serviceman walked into the room, he went behind the counter with the others fumbled with a some papers for a minute then said, "Can I help you?", and at that point I was thoroughly irritated.

I proceeded to explain the above stated problem, the man assisting me then asked another Pep Boys serviceman that had been standing there talking about his upcoming weekend whom I later found out is the service manager "Rich" who to give the ticket/job to. He stated, "Give it to one of the guys" that particular guy also had been standing in the room since I arrived and he clearly stated with attitude, "It's not my turn, I'm not up next" so they tossed around a few names and finally gave it to "Joe **", who was not in the room.

Joe was called and came into the room immediately, he went on a test drive with me, during the drive he stated, "Sounds like bad U-joint/s, and said he would get the ticket written up upon returning, lift the vehicle and let me know what he finds in anything different. He did exactly as he said when we returned, I waited in the waiting area. After about 20 minutes or so a Pep Boys serviceman walked over to me with ticket in hand and stated it was the U-joints, both of them. So, I approved for the work to be done, I went back home, received a called at 2:08pm. I asked had Joe driven the truck to determine if the problem was corrected and was told "yes". I also asked to have the old U-joints put in my truck, as this is a lesson I learned early on as a woman dealing with mechanics.

I arrived, inquired about an oil leak repair to my Murano for the next day, paid for the repairs to my 4Runner, got the key and left the facility. I walked down the shopping mall strip to another store, returned to my 4Runner got in and drove away. I didn't even get halfway to my house; the same exact problem. I took my truck in for was still there. I called Pep Boys back asked for the manager and told him the problem has not been repaired and I was on my way back.

When I pulled up, I looked in my truck for the old U-joints couldn't find them, walked into the store spoke with "Rich, the service manager" he stated, "Okay, I will drive the truck and he took another Pep Boys serviceman with him "Mike" and when they returned they said it was another problem which was caused by the U-joints, and suggested I take my truck to a rear-end specialist. I was not pleased, I had just spent almost $300.00 on what I asked where were my old U-joints that was replaced and everyone including the manager looked dumb-founded. I was told after 1 or 2 of the service people looked around that they were probably trashed.

I never received them. So, now I just spend my time, and my money on nothing. As I stood there for a moment to compose myself and my thoughts, after a minute or 2 the manager stated to leave it with him overnight because when he looked at it, it seem like there was a pin missing in the assembly and maybe that's where the problem lies. He stated he would call me the next day with his results. I waited until 3pm this 21st day of Oct, 2010 with no call; I finally called, asked for Rich, the service manager and was told that he was off until Saturday.

This is inexcusable, I am more than angry, God knows good help is hard to find, but c'mon! Your response is requested as I plan to report this to the Fort Meade JAG office for legal assistance, and requesting that this incident be noted on the "Do Not Use" list, military base newspaper and Anne Arundel County newspaper as well. This is why countries all over the world don't trust or rely on anything American. Companies that treat their customers like this aren't companies long and certainly not large companies. What happened to your mission statement? Do you stand by it or not?

My biggest issue with this Pep Boys is they claim they do it all. So I asked Richard to change my oil. He indicated that he would not because it would be liability. Actually his actions are discriminatory. This is a violation of government code: 12900. His excuse was he stated I have engine problems. Who doesn’t. The car still drives. What he then stated really shocked me. Instead of wanting to change the oil filter then the oil. He just wanted to add oil. This is how seals get blown. He acted like he didn’t know what I was talking about. This means if a person puts too much oil, it will blow the seals. Can you imagine, this guy calls himself a service manager? The reason they did not charge me a service fee for finding out why my car over heats. Is they did not do anything.

Basically I think all consumers should be aware when you bring you car here for service. Basically unfortunately there are those mechanics still taking advantage of helpless women. Charging too much for service not needed. Parts not needed. One reason could be the economy. This service is bad. Richard stated its Pep Boys policy to not service a car if the engine sounds bad. I stated all I want is an oil change with an oil filter. He would not do it. He indicated I can't. So after I went to the bank and drove back and waited and waited for at least one hour. He did nothing. Then gave the excuse he could not even change my oil. I asked him if he could show me this in writing. He then just walked away. Consumer is aware. Is Richard the service manager allowing work on your car? Is he over charging you? Is he charging you're with or children too much money for parts and service not needed?

They also said that because they did not have the parts that they broke, I would have to go to Toyota and pay for the parts out of pocket (even though it was not my fault they broke off two studs on my new car) and that they would not charge me labor.

I told them I have school and work and that I'm only free for a short amount of time between 4:30pm to 6:30pm because I had work at 7pm. Joel(the person I spoke to yesterday) said that it was no problem, I could bring it in anytime. So, I asked for paperwork showing they broke it and that they will replace those parts.

Joel did not want to give me any papers. Finally, Joel had gotten someone else to write up my tire rotation and the damage that was done, but he had to get approval from David the manager. As the gentlemen that wrote it up went to get that approval David proceeded to tell him to, "Just get them out of here". So that gentleman wrote up the paper and put that Pepboys would refund me the parts and perform the service for free.

Today, I go and buy the parts from Toyota and bring them to Pepboys no later than 4:30pm and Joel helps me again. Joel says it will be an hour. I agree and told him I would wait. I told him that David yesterday said, I could get a refund and Joel didn't believe me. I showed him the paperwork that Reuben wrote, Joel told me Reuben had no authorization to give me a refund on something that wasn't their fault.

I still had him take my car and I waited almost two hours until I asked whether or not my car was almost finished. When I went to ask, David, Joel, Reuben, and everyone else had gone home for the day. I asked another worker inside the garage area if my car was almost finished, he told me the car had been sitting there and they haven't even started and that it would be at least another half an hour.

I asked for my keys back because I was already running late for work. Before I left, I asked to speak to the store manager who is Alfonso. I told him my situation and all he told me that my car was not priority because it is first come first serve. I told him that I told them what time I would be coming and he said because they did not put it down for an appointment that my car was not priority. He said if I want to come back (which would be my third time) I can come back at 8am without an appointment, so I can get it fixed. Not guaranteeing that it would get fixed in the morning. So, all I could do at this point is agree and take my car home which is still not fixed.

When I spoke to the District Manager, Dave, I asked for the contact of the Regional Manager. He explained to me that I would have to call the 1-800 customer service lines for that information. When I called the service line, they explained to me that they did not have that information and I would need to speak with someone at the store location to get the contact of the Regional Manager. I explained to them that I had already done that and that the District Manager was the one that told me I had to call the service line for that information. When I called the store location, more employees told me that they do not have that information there. Basically, they are giving me the run-around so that I cannot contact any of their superiors. Don't waste your time and money here! You will bring your car in for routine maintenance and walk out with a list of issues!

When I returned the next day to complain about the issue with my car, the manager Malachi took the car for a drive and acknowledged that the problem as existent. He stated it must just be my car and more than likely, I'll need to replace the struts. He quoted me a rental price for the equipment and $70/piece for struts. He refused to accept any responsibility and said it was my problem. I'd have to get it fixed. I had informed the mechanics of what Midas had done to me and they laughed and smirked. When I told the manager that there was no way it was my car causing the issue and it wasn't just time for this issue to pop up and it was just a coincidence it was after their service, he said it must be because my struts were weak and when a car goes on the lift it can stress them out. He also said this is why I had the same problem with Midas.

However, since this situation happened before I know for a fact that it is not a proper reasoning. When I repaired my car the first time, I did not have to do any work on the struts whatsoever so that disproves his excuse. I was/am very disappointed in the attitudes I received from all of the workers I dealt with in the store, from the front desk representative, to the mechanic, to the manager. They were all apathetic to my issue and refused to assist me in any way. I had hopes that the issues with my car had finally been resolved and had confidence that by using Pep Boys that I wouldn't have the exact same issue I had experienced before.

After going through this again and then dealing with the horrible service in store, my confidence has been lost with their company. It is not fair that I should have to pay out of my pocket to correct an issue that was inflicted by their store during an overpriced $43 oil change. I find it hard to believe that if Malachi's excuse was true, that the lift just stressed my struts that this isn't a more common issue that more people would be experiencing. I know for a fact that Midas had tampered with my car and have proved it. It is extremely disheartening and frustrating to believe that I can no longer trust any of Jacksonville's car service centers due to expensive/extensive damage being caused in hopes of additional profit for their company. I would like to think that if an error was made, the company would be honest enough to rectify the issue instead of turning me away rudely.

After submitting a complaint online, I received a call from the manager, Malachi, the next day. He said that I could bring my car in and if they found anything to indicate that they were at fault for the issue with my car then he would take care of it free of charge. I don’t know what he expects to find because how can I prove how my car was running before? Obviously, my word isn't good enough for them or the issue would have been rectified already. I just spoke with him today, August 16, 2010 and have not decided whether it is worth my time to pursue this with Pep Boys any longer. After reading multiple websites chocked full of complaints about their service, I am apprehensive to let them touch my vehicle again. I do want them to own up and fix it free of charge though. I will be speaking with the manager again in hopes to get what I am owed and even willing to pursue in court. With all of the issues coming out of their shops nationwide it seems that Pep Boys could be put out of business to stop them from their continuous bad service.

I eventually agreed to get the tire replaced and the service person then told me the price of the new tire then informed me to wait again in the waiting area until the mechanic changes my tire. After watching television for about 30 minutes, I heard my car alarm go off for about 20 seconds and then it stopped. A minute later, one of the mechanics came into the waiting area to tell me that the car will not start. We both went into the garage and attempted to start the car to no avail. After attempting to start the car several more times, the mechanic decided to take a look under the hood and had me attempted to start the car again for naught. Then he suggested that we (he, myself and another service person) try to kick start the car by having us push it as he tried to start the car while it was moving.

However, that didn't work as well. We then pushed the car into one of the bays and then popped the hood again. The mechanic then connected a device to the battery of the car and informed me that the problem was not because of the battery. Two service persons then started fidgeting some more with the components under the hood. One of them took an object and started banging away recklessly at the inner components of the car. He then continuously disconnected and reconnected the battery to demonstrate that the battery worked; as he instructed me to try and start the car. After about another 5 minutes of this, they quit and advised me to leave the car and assured me a mechanic would look at it in the morning.

The next day, I got a call at work from a mechanic at PepBoys. He told me that they were not able to determine why my car wasn't starting and that they needed to install a new battery and starter in my car to conduct a diagnostic. After giving an estimate of what that would cost, I agreed to let them install the parts in order to help find what the problem was. I called back two hours later to check on the status of the diagnostic and I eventually spoke to the same mechanic I spoke to earlier. He informed me that they changed the battery and the starter, the car still wouldn't start. He then told me that the problem was with the ignition and assured me that they can fix it quickly because they actually had the part that needed to be replaced within the store. I agreed to let them attempt to fix the problem as long as they were certain that they could fix it.

(Friday, July 16) Since I hadn't received anymore phone calls since Tuesday, I decided to walk to PepBoys expecting my car to be fixed. As I walked into the service area, I saw the hood of my car up and the Service Manager sitting there. She explained to me that the car was still not working and that they needed to have a locksmith determine what the problem was. She also stated that he was on his way and implied that I would be paying for this visit. The Service Manager then instructed a mechanic to show me the car. I briefly examined the car and then the mechanic drew my attention to the interior of the car. With a screwdriver in hand, he demonstrated how my car can now only be cranked with a screwdriver. It wouldn't even start running now. Figuring they would just put the ignition back together, I asked him if they did this just to get the car to start but he shook his head.

I then asked him if they intended to put it back together but he gave me no response. Without hesitation, I stormed into the service area and informed the Service Manager to call the locksmith and tell him not to come, but she stated it was too late. I informed her that I was not paying for the visit and that I also wanted to have all parts they installed on my car removed, including the brand new tire. She informed me that they couldn't do that because I agreed to have them put the parts into the car and couldn't change my mind even though the car was still not working. I explained to her that the only reason that the new parts were placed into the car was because the mechanic who called me on Tuesday told me this was part of the diagnostic. I again stated that I wanted the parts out of the car and I planned to be back on Sunday, July 25 to have the car towed out of there. At first she agreed, but then she advised me to give them more time to try and fix the car. I still told her that I intended to have the car towed out of there on Sunday if the car was not fixed by then.

Sunday, July 18, I again walked to PepBoys and still saw the car in the same position with the hood up. However, this time, I spoke to Assistant Service Manager. I asked him for the Service Manager, but she was not there that day. Frustratingly, I explained the entire story to him after I told him my cell phone number. He told to me he didn't know what was going on as he read notes in the computer. He then excused himself to confer with another mechanic in the garage. As he spoke to the mechanic, I asked him if the car was fixed and if it's not, I intended to have the car towed out of there. He stated that the car was not fixed and that I could tow it. I then asked what was wrong with the car and how much was it going to cost to fix it, but he stated that he didn't know. I then asked for documentation about what occurred earlier in the week because I noticed he was able to find information on it in the system. He also declined to give that to me. I agreed to have the car towed on the condition that PepBoys pay for the towing and he also declined that.

Since that was refused, I then stated that I wanted to complain about what occurred and he gave me the 1-800-PepBoys phone number. I called this number from my cell phone and spoke to a Customer Service Agent named Bruce. After I explained what happened, Bruce asked me to put the Assistant Service Manager on the phone. I gave the phone him and then he spoke to Bruce about what happened and what notes in his system stated about what happened. Then he gave me the phone back and Bruce started telling that it wasn't their (PepBoys) fault. As we argued, he mentioned that I wanted to get the car towed out of there. I agreed but told him that I expected PepBoys to pay for it. He also refused this offer. He then transferred me over to the Towing Department before I could ask anymore questions.

However, I called back abruptly hoping to speak back to Bruce but reached Laura in Customer Service instead. She asked me for information as if she was looking for something in the system and eventually told me there was nothing in the system regarding the previous conversation I had with Bruce. She assured me that the phone calls were recorded and that Bruce would be giving me a call back in 30 minutes. About 45 minutes later, I still received no return call. I then called back and luckily, I was able to speak with Bruce again. I briefly reminded him of myself, my situation and expressed my displeasure with being blind transferred to the Towing Department. I also asked him why there was no documentation of our prior conversation.

After he apologized, we continued to argue for about 5 minutes about who was to blame for the car not starting until he then started asking me what do I want to do? Then he started telling me that I needed to make choices. I explained to him that first of all, I didn't know what he was talking about and secondly, that I couldn't make the best possible choices without all the necessary information. He stated that I should get that from the service manager and I explained to him that the service manager wasn't there and the assistant service manager referred me to them. He then started getting defensive and implied that things were getting more serious if I kept up at doing what I was doing. I simply agreed. I explained to him that I was just upset seeing the mechanics not do anything, while the hood of my car remained up. Then he started saying weird things like "Now, I find myself behind the eight ball" and "Once I start this, process there is no turning back". He questioned how far I would take things to try to scare me. As we continued to argue, he then asked me what do you want to do, complain? So I thought about it and then said if the mechanics are not going to fix my car, then yes I will complain which is what I thought I was doing.

Then I asked him, now I need you to tell me the best way to go about doing that. At this point, he got agitated and even cursed over the phone which completely shocked me. After realizing this, he then started cooperating and offered to file a complaint. As he was noting the complaint, he kept stating he was only interested in the facts while he continuously offered his opinion. I just kept telling him to make sure that the next time I called, that this was all documented. After he documented the situation, I asked him what the next steps were. He told me that it would take 48 hours for the Service Manager to get the request and investigate it. He also told me that the best thing to do was to not tow the car but leave it in order to have them thoroughly investigate everything. I explained to him that the Service Manager didn't accept fault as well and wanted to charge me for new parts my car actually didn't need.

I expressed my anger with this process and requested someone internal investigation. After I finished speaking with Bruce, I informed the Assistant Service Manager that I would be leaving the car to have it looked at because I filed a complaint. On Monday, early in the morning, I got an irate phone call from the Service Manager. She stated that the complaint was received but there was nothing to investigate. I told her to look into it some more but she refused because she said the investigation was already done. I responded, how could it be done if you just got there? She then continued to argue with me and stated that nothing would evolve of this. However, I assured her that I would get my car fixed or get my car towed out of there and PepBoys would be paying for it. To which she responded, we don't work for free here.

Wednesday of that week, I followed up with Customer Service and spoke with Laura again. She informed me that the investigation was completed and I told her that I was still completely dissatisfied. She offered to escalate the investigation to the Store Director, Sammy, and that he would be contacting me shortly. Much to my surprise, in 10 minutes, I received a phone call from Sammy. I briefly explained the situation to him. He assured me that he understood and stated that he would be giving me a call back after he looked into the matter for me. An hour and a half later, I returned a missed phone call from Sammy. I first reached the Service Manager, who eventually forwarded the call to Sammy.

Sammy told me he finished conducting the investigation and that I needed to get some part fixed. He recommended an off-site garage I could go to, to get it fixed but I balked at the idea and stated why not have the car repaired at PepBoys? He said that was a possibility but stated it would cost me. I assured him that I would not pay for the cost of repair of a problem that they were responsible for. He then insisted I pick up the car since I was unwilling to pay to get the car fixed.

Friday, 7/23/10, I called up PepBoys from my cell phone at 10:08AM to check on the status of my car and again, I reached the Service Manager. I informed her that I intended to pick my car up today. She then placed me on a brief hold and stated that the car was not ready because they were replacing the starter in the car because when the mechanics were removing the original starter (which they claimed was bad), they actually broke it. It explained why the car wouldn't start when the mechanic tried to start it with the screwdriver the Friday before. She explained to me that they would replace it with a new one shortly. About 4 hours later, I decided to walk over there to check on the status of the car. This time when I got there, the car was ironically by the wall I initially parked it by but facing the opposite direction. The Service Manager explained to me that they were still not done with the car and that she would be calling me when they were done.

I asked if the car would work once they replaced the starter and she said no. I left and then returned at 6:30PM to find out that the Service Manager left without giving me a call. The Assistant Service Manager was there and he called her to get a heads up on how to handle the situation. He then informed me that the part (starter) was on the way and that they still intended to replace it. I said to him that I wanted to get the car towed out of there after they were done and I reiterated that I wanted it to be paid for by PepBoys. He stated it was not up to him. Ten minutes later, I suddenly got an automated phone call from PepBoys stating that the complaint I filed was resolved.

After waiting around for about 30 minutes, a gentleman handed the Assistant Service Manager what appeared to be a starter (Pro Start) and then a couple of the mechanics pushed my car over to one of the bays and proceeded to put this starter into the car. When they were done, they then started pushing the car out of the garage towards the parking lot. The Assistant Service Manager then stopped them and called me over to ask me how I intend to get the car towed. I adamantly told him that I wanted PepBoys to tow my car. He stated that even if they could tow the car, they don't tow cars from a PepBoys' garage.

I then watched the Assistant Service Manager and another mechanic push the car to the middle of the parking lot. When they were done, they both dusted off their hands and started walking back towards the garage. I then again asked the Assistant Service Manager what the problem was with the car and he pointed at the dismantled ignition. I then asked for an estimate of how much it would cost to fix it and if I could receive documentation. However, he just shrugged his shoulders and walked away. I was left there to call my insurance company to hope they could find a tow truck company for me. Luckily, they were able to locate one rather quickly and I was able to get the car towed back to my house, which is about 2 minutes away, for only $60.

I have frequented this store since the date of opening and have receipts adding over $3,0000 in services .Please contact me on my next steps to file a more formal complaint against this unprofessional employee. Thanking you in advance.

I went to Pep Boys hoping that they could maybe exchange or return my money for the battery. Instead, they were extremely rude giving me the run around as if I didn't know what I was talking about because I was a woman in a man's shop. I returned once more after that leaving in tears. In June, with my mother, I tried to take the battery back again after having to replace it myself. They still refused to work something out with me based on their policy. When we talked to the sales manager Marcus **** , he was extremely incoherent to anything that was being said and just refused to give us the service we needed. He was also very rude to my mother. All in all, they were very rude and unhelpful to me. All I ask is that they take the wrong battery back and return my funds for the mistake.

After 1 hour and 10 minutes, I went back to the desk. Erick was not around so I asked another employee who was not able to find my order on the computer. When Erick saw that this man was assisting me, he walked by both of us and made a comment to the male employee (which started negative conversation between several other employees). Apparently, some other employee had quit early that day and someone asked Erick if he wanted to quit too. Very unprofessional comments continued for several more minutes (while other customers were present and were forced to listen to).

Finally, another employee walked by and told everyone that was enough and to get back to work. Then, Erick was asked to follow-up with my car. At this point, I was annoyed but not as annoyed as I was about to become. Erick never put my order in because he stated that I was not at the desk when he came back from looking at my car. So, instead of walking a few feet to the waiting room, he just left my keys on the counter (was given back to me by another employee). He never even apologized and basically blamed me for the incident. So as you can understand, I did not get my oil changed at your store.

In fact, I will never return to your store for anything again and will tell as many people as I can about my very horrible and unprofessional experience at your store in EHT, NJ. I have had my last several oil changes at this store and never had it completed in under an hour, much less 29 minutes. I was talking to other people in your waiting area and they also have never had their oil changed in the 29 minutes you advertise online, by mail and in your store. Very poor customer satisfaction! I hope you are able to improve your services at this store so others will not have to experience what I had to today.

"I have been a happy and repeated customer to the Pep Boys stores, with no less than about 15 different transactions, spanning across three different stores of yours in Chicago. I am an active blogger and a social media enthusiast. I always trusted Pep Boys to do the right things to my cars and never had to worry about the problem any more. The trust I had on your stores can be best explained by this statement I made to my wife 2 months back, "I will take the car to Pep Boys, have them fix all problems and it should be perfect for at least the next one year". However, a recent and long running episode with one of your stores slashes all the confidence and trust I had on your chain and the staff.

In interest of your valuable time, I will keep my story short. However, I have attached a PDF which gives a much detailed look in to my frustration. On 5/6/10, I took my car to store #820 (order #**, transaction #**) to inspect and fix my check engine light, knocking sound and driving in a very low power added with engine vibrations. The service adviser Pedro attended my order and performed a full drivability diagnostic. He reported a big list of things to be done with a broken gasket seal as a main problem. I agreed to do everything he wanted me to do (pay for) except for a new battery and tie rod replacement, which were not real problems I was facing. He promised me that by doing all the repairs I agreed to, the knocking sound, low power drive and check engine light would go off and are protected by the warranty. I also got my brakes serviced. The total of this bill was $732.36. There was also an attempt to extract some more money from, which is detailed in the PDF.

However, it has been 48 days, car in the store for 16 nights, 11 visits to the store, 2 day-offs from work, at least 30 phone calls, but the car is not fixed yet! The car is still in the store. I live (in a suburb) and work about 10 miles away from the store. You can imagine the financial toll it takes on a common man to pick up/drop the car 7 times. To pick up or drop the car, eventually one way of the trip becomes a cab ride. Four complete days the car was in the store, I need to rent a car. All of these frustrations and problems have been explained to the store manager (Israel) on 6/17/10. In spite of all these financial losses I am incurring each and everyday, I even requested the manager to just return my $732.36 even though I have already shelled out more than thrice of it (days off, cab rides, rental cars), but that has not happened.

The most basic request I had was to at the least promptly call me and update about my car, rather than me trying to hunt him or his staff - that is also not happening. On 6/17/10, he told me that he is taking the car to a dealer to get it fixed and I would receive a call not later than 6/21/10, but no call until this moment. In all of these 48 days, I have received just one call from the store. I did also insist upon my interest to get in touch with the corporate office. Throughout this frustrating episode, I have dealt with the manager and other staff with utmost patience and respect. However, it seems like people with patience and respect will be taken advantage of. I have been blatantly lied to as described in the PDF.

Given the huge establishment your company is and the good reputation it has in general, I believe this is just a stray incident which can be fixed. I hope that you or your staff can intervene and help me out and would compensate me in a fair way. I am just not able to handle this financially. I can be contacted by email at ** or by phone at ** ."

They said it would be ready that evening. When I called to confirm, I was told the car will not be ready till the following day in the afternoon (Thursday). Due to working a double shift, I was not able to pick up the car until Friday morning. I picked up the car on Friday and it sounded like a freight train and was shacking and vibrating. I drove it around the block and took it right back to Pep Boys. I spoke with Jim, the service manager, and explained what the car was doing. The car did not shake, vibrate or make horrible noises when I dropped it off on April 7, 2010. On Saturday, they called me to come in and pick up the car. It was still vibrating, shaking and making noise. They where unable to fix the problem. Jim (service manager) told me it was the Hyundai's problem. I drove the car home (four blocks away) parked it and brought it to Hyundai that Monday.

Hyundai evaluated the car on April 12, 2010 and stated that Pep Boys over torqued the timing belt and damaged the power steering pump. Hyundai provided this in writing, see attached. Hyundai advised to drive it right back to Pep Boys (two blocks away) and no further because the car would break down. I drove the car from Hyundai to Pep Boys and gave them the paperwork Hyundai provided on the work that was done by Pep Boys. Jim of Pep Boys told me that Hyundai was crazy and did not look at my car. He then took the keys and said we will look at it. I then went home and called corporate (for Pep Boys) to file a complaint due to the way I was being treated and the fact that they had not fixed my car. I then called Pep Boys to check on the status of my car and Jim stated he had three techs working on the car, he said they fixed and belt replaced the pump, but could not figure out why the car was shaking.

Jim then said he believed I would need new motor mounts. I explained to Jim that my car came in for a steering pump and now it needs all this work. Nothing was broken when I dropped it off and that I was not paying for what they broke. Jim said he would not charge me for the mounts. Monday, April 12, I am still without a car from April 7th Tuesday to April 13th. The car is still not done. Wednesday, Pep Boys called and stated the car was done. I picked up the car and the power steering pump was whining and the car was still vibrating. I called corporate again and left a message because I still had not received a return phone call. Finally, Thursday morning, Dave the field manager called me and said I need to drive the car 200 miles to let everything settle in.

I called corporate again and spoke with Cheryl, complaint department manager. Cheryl said they closed my case. When I asked Cheryl why my case was closed, she didn't have any answers for me. Just the name of the person who did it, Terry **, no email, phone number etc. No way to contact this person. I then called corporate back and got Mr. **'s voicemail and left him two messages and left a message for the field manager Dave. No one returned my calls. Jim called me on the following Thursday and asked that I bring the car back to him. I dropped the car off. Jim called on Friday and said the car was ready. He said they replaced the pump again, vibration is still happening. Jim then informed me that my business there was complete. I asked him what does that mean, you have not fixed what you did to the car and he simply said your keys are at the front desk and your business with us is complete!

End result. I have a car that is still vibrating, was without a car for almost 2 weeks and was treated horribly. The car is still vibrating. They refused to fix it and I do not feel that they should be paid for a job that was never completed.

On Sunday, May 2, 2010, I came back to Pep Boys and left the car until Monday because the guys who work in my car work Monday. On Monday my wife and I go to see what happened with the car and it was not ready. They supposedly installed three different water pumps and the noise did not stop. They were waiting for original parts of GM. The Service Manager is not a professional. He has a really bad attitude and was really rude with me and my wife. I called Service Relations and they promised me the car would be ready in 24 hours. Now I'm waiting till they fix my car. They do not call me to let me know what happened with my car. I took two days off in my job without pay because my wife needed the other car all day because she worked on the road.

They decided to call a Radiator shop and yes they had them which they were going to sell to establishment for $44.00 for the both of them. I stood there and listened to the guy on the phone and asked him about the price and so I said how much will they cost me. Okay, so they are now $95.00 a piece to me plus I think it is labor of $98.00. My question is how do [they] go about [their] price? There is no set price for Hoses. Do [they] have a certain mark-up? I also asked about the Satisfaction Guarantee posting on the wall. If you're not happy with the service, they will fix it for Free or Refund. Really no answer from the serviceman.

My question also is why weren't these Hoses found out the first time I was in? They just don't go bad in one day. So now, I am waiting for the store to get the parts from the Radiator shop and since I work on weekends sometimes and during the week, it is very hard for me to get in there. I am not trying to cause any problem. I am just trying to figure out how this works. I need to take care of my vehicle and don't really have the money to spend. I think there should be some type of compromising in this situation. Please think this over and get back to me. I really appreciate it.

A customer service request form was signed for repairs and the vehicle was left at the shop. During this ordeal, this was the last time I was able to talk to him. A few hours passed, I received a telephone call from Mr. Edward **. I was informed it would cost $510.00 to repair the vehicle. We authorized the repairs to be done immediately. Later that evening, we picked up the vehicle and were informed by Mr. Edward **. He clearly stated all repairs oil leaks, power steering and water leak were taken care. As we were leaving the premises, we were able to have a conversation with your mechanic representative, Mr. James. He explained to us the problem was not solved, additional parts were needed. I replied, how could this be? This was not what Mr. Edward ** informed us just now.

On the spot, I confronted Mr. Edward ** and the shop mechanic together. To my amazement, there was two different opinion of the vehicle your mechanic stated that he wrote down his diagnosed on the work sheet. The shop work sheet was missing or was removed, it was nowhere to be found. The shop mechanic was disturbed. Mr. Ed ** had no reply as to the mechanic's request. Truthfully, this was very embarrassing as to your company and your service to the public especially your present customers. We questioned Mr. Edward ** as to the charges and the repairs done on the vehicle. He had no answer.

His reply was, "leave the vehicle here again, he will correct and fix the vehicle and we would only be charged for parts only. Approximately $201.00". Later that evening, we picked up the vehicle and were charged an additional $225.98. I asked myself, there was no reason why I had to pay additional funds and additional shop fee when already I was informed by this service manager the work was done and complete.

Next day, April 10, 2010, we had to bring the vehicle back to Pep Boys because I was still having the same problems. Their representative, Mr. Ed ** refused to correct and repair the vehicle. He requested all our paperwork returned to him. We refused to submit and informed him he had his copies. He was rude and unprofessional in front of present customers waiting to be attended. He wanted to charge me extra for same work already done. I had to explain my vehicle problem to him several times because he did not seem to be listening to us. I informed him to repair my vehicle and stop trying to take advantage of us, they have charged us $713.62 to repair this vehicle and have not done so as per my signed customer service request form. He re-evaluated the paperwork he had and I left the car again.

Later that late evening, I had to call the shop and requested to talk to Mr. Edward **. He informed me that he would fix the two biggest oil leaks free of charge, but will not fix two other leaks. The car would have to stay over the weekend. I was outraged and very disappointed with his attitude. I decided not to argue with him anymore. The outcome of your services at this store was as follows: We were charged twice for shop fees which he refuses to reimburse. We are still having problem with the vehicle. Water is still leaking, steering wheel still stiff and oil leak continues! This is called robbery. Plus, I had to leave the vehicle four days at the shop besides all the agony I have experienced with representative Edward **. As a realtor who deals with the public here in Kissimmee, customer service is everything! I expected a much higher level of service for repairs from their company and I am quite disappointed.

I do not want to spend any more time on this problem. I expect a refund and vehicle repaired properly and immediately. I will be informing my friends and family about this experience. Their logo: "Do it right" is not in harmony with their service. On 4/14/2010, water leak just got worse. On 04/23/2010, I just called Mr. Frank ** and we talked about the uncompleted work. He had no paperwork or work sheet on hand.

He wanted me to take the vehicle to some other Pep Boys to have it checked. He refused to answer the telephone. I need the vehicle problem to be solved immediately. My co-worker as the owner of the vehicle, Erika **, did call Mr. Frank. His unrelated question, if she was my wife is not proper, unethical and unprofessional. Personal question, not related to correct the problem of the vehicle. He refused to talk to her and he hangs up the telephone on her. The vehicle is still heating up. Oil is still leaking and radiator smell inside.

Now after replacing the fuel air filter, they are saying that the computer has gone bad and I need to tow the vehicle to the dealer to get this problem rectified. I believe that they might have done something wrong and the computer could have gone bad during the replacement process. I refer to NTB-09-030 for Nissan Quest which says the battery is to stay connected when the engine is running to prevent damage to the vehicle's electronic components.

On 2/24/10, the car gauge was not registering (check engine light was on) for the coolant. We took it to the recommended mechanic and the test showed that the car was running too cold. It cost me $134.93 to have the thermostat changed because the thermostat that Pep Boys put in had a piece of hard plastic shoved in it.

On 3/31/10, the car was making noise at start-up. We took it to the same mechanic and the test showed that cylinder 2 was misfiring. I spent $193.06 for compression loss due to poor sealing intake valve. On 4/14/10, I became stranded on freeway due to overheating. The coolant container had black bubbling stuff in it. I had it towed to a recommended mechanic. They performed chemical test for head gasket/head failure. The test confirmed a faulty head gasket.

I spoke to Pep Boys and the manager on duty took a picture of the thermostat with the plastic piece in it and copies of the mechanic's findings and reports. He said that he would give the information to Anthony, his manager. Anthony called the next day and said to bring it in. I told him that I can't even drive it. He said to me, "We have lawyers too." He was very rude. We explained that we were giving them a chance to make this right. We also explained that we did not trust that they could do it right!

I called and complained to customer service department of Pep Boys. Our case number is **. In the meantime, my car sits at another shop. I have had the car towed four times and have run out of tows from my insurance company. We want our money back, including what it cost for tests, etc. so we can have a qualified mechanic fix the car once and for all! They told us that someone would get back to us in 48 hours.

At that time, Danny stated that these new struts would be an additional $100 + tax to order them and that they would be able to give me a 50% discount to help with the additional last minute changes. I agreed for these additional charges. Then in the evening, I received a call from Yolanda notifying me that the total cost would be $797 because the 2nd pair of struts did not fit my car and they went ahead and ordered a third pair for $558 plus the service fee. I did not authorize for them to purchase the third pair of struts as I was not informed that a third pair had to be rushed delivered to them.

I explained to Yolanda that I had not agreed on the amount of the third pair of struts because I had not been notified of the additional charges. She went on to say that they were recommending for me to authorize a tire rod change for an additional $200. I was in shock because the original quote I was given was the amount of $187 (plus I had paid an additional $98 for the initial pair of struts). I told her that the amount had tripled and this new amount was not in my budget at the time. She was very rude and provided poor quality of customer service. She stated she was only an assistant manager and that she would have to talk to a manager and would return my call before the store closed at 9 pm.

At 8:15 pm, I called to follow up with Yolanda and I was told she had already left for the day and I spoke to Edgar, the manager and I explained the situation. He stated that I should speak to another line staff employee, Donna. I objected to speak with Donna because she had no authorization and I needed to talk to a manager. Edgar kept stating that I would have to pay the amount and I told him that because I did not authorize for the 3rd pair of struts, they should take them off and I could take my car to be serviced somewhere else.

Edgar stated that if I chose to do that, I would still be liable for all the charges plus an additional service to get them removed. After 20 minutes of talking to Edgar, I informed him that I would go in tomorrow, 3/31, and speak face to face with Danny, the mechanic, and a manager to try and resolve this matter. Is this legal? Please help. The economic damage is that I cannot afford to pay $797 to get my car out of the shop. I had budgeted only for $250 to pay for the repair costs and now the total bill is $797. Currently, I am not able to come up with this new amount which I never authorized. What am I to do?

2 hours later, they call and give me a list of parts that need to be replaced, and the l/S control arm bushings are on the list. I told them not to replace any parts, just align it. Anyway, I picked it up and just paid the $69.00 for the alignment. Immediately, I notice it pulls to the left, just as when I dropped it off. As soon as I got it home, I noticed the bushing's I had painted were never touched. Obviously, they were butt hurt when I told them not to replace any parts, and didn't even attempt to align it. After complaining to the service manager, I was told to bring it back in. No way! I did it myself, as best I could, and got it pretty close. It doesn't pull at all now. Caution, the boys will rip you off. They will try to sell you parts and labor you don't need, and as in this case, charge you for labor they won't do!

They are refusing to refund the money, even though their paperwork proves their equipment has not been calibrated.

They have paid for all damages and just finally, they took the paperclip out of my alternator but I had to go to the Pep Boys at E Altamonte Dr, Altamonte Springs, Fl 32701. The Pep Boys has taken full responsibility of all their faults except for the bearing and seals in my front tire. I have been getting this resolved with their corporate office since December, but they cannot help me any further. The general manager Frank ** promised me to fix this on March 3 this year but my car has been there a week and the only work they did was taking the paperclip out that the other Pep Boys techs put in. They are doing this to me on purpose and they just keep saying most of their employees quit and they have no managers.

Yesterday 3/1/2010, I finally called the Altamonte police to make a report and I had my car towed back to my residence. This has also caused me to take a leave of absence from my college for one month. I have all the paperwork to prove they will not correct the problem they have caused such as work forms. These forms contain all the proven damage and horrible service I have endured. They constantly lie and say my car is ready to have me go back and then just for fun so someone else told me that and that person is not there.

All I know is my car does not work, I had my car inspected from Tires Plus beforehand and have their paperwork to prove what I'm saying. No one returns my calls ever from Pep Boys. I don't want to spend my income tax refund on a lawyer unless I really have to. I don't want to pay for parts traced back to junkyards which I can prove because they only just got their own parts store one year ago and be told they are new.

I need help. Please call me because I have witnesses and additional information if needed. Police were called. Car is damaged and had to be towed. I loss one month of college. No transportation. Incredible stress from this 2-year problem.

I called Pep Boys' tow line. It took them half an hour to process my information on my location. I am 74 years old and in all my life, I have never had an experience of this true trauma. I was shaken with fear and anxiety. I called the police to get some assistance, after waiting over an hour for the tow truck, I was told by the tow truck driver that my car could not be driven because of the alternator.

My bill came to over $440.00. I expected more from anyone who call themselves a reputable business to have competent mechanics. I had to ride in the tow truck which was like 15 feet high, but thank God for that. I am contemplating on a lawsuit to stop this kind of practice and disregards for people's lives. I want to thank you for your attention.

On the evening of Wednesday, March 3rd 2010 at 7:39:49, I dropped my 1998 Corvette off at the Pep Boys located at 106 Market Place Blvd for service to diagnose and repair the fact that my car would not start. The car was service for my car was coordinated by John **. Prior to this problem, the car was running fine. The next morning, I was informed of the service needed and made a joint decision on the service requirements and cost of that service. That afternoon when I called to check on the car, I was informed that they were still waiting on parts and that the car would not be ready until the following day. As a result, I had no choice but to make other arrangements for transportation. The next day, I was given a similar story and informed that additional services were needed on the car.

I authorized additional service at additional cost to me in good faith that the car would be ready and road-worthy that afternoon. Following work on Friday, March 5th at 3:07PM, I paid for all services rendered and was given the keys to drive my car off the lot as though it was fully repaired and safe to drive. Instead, I discovered that the car was in very bad and dangerous running condition.

Apparently, the mechanic who performed the work, Michael **, chose to ignore those dangerous issues when deciding to release the car back to me, the customer. Upon pulling out of the store, I discovered that the car would not change gears until it reached almost 4000 RPMs and that the car would not idle. The car died at each stop sign and red light encountered as I drove to return the car to the store. The car was unsafe to drive and was obviously not road-worthy when released to me after full payment for services rendered.

Thankfully, an accident due to the condition of the car immediately upon release to me was avoided and I arrived back at the Pep Boys where services were rendered to inform them of the new problems caused by their work on the car, problems that did not exist prior to services performed by Pep Boys. Upon my arrival, I was informed that they would not be able to reassess my car until the following morning. I informed the service manager that I had paid in full, almost $600, for their service that had taken a day and half longer than advertised and of my frustration and loss of confidence in the service provided by Pep Boys on my car. At the same time, I also informed the service manager of the fact that my car was unsafe to drive as a result of their service after being released to me as though it had been fully repaired.

It was reiterated to me by the service manager that there was nothing he could do for me or my car until the following morning. As a result, I had no option other than to park the car at a friend's house who lived close by and make transportation arrangements for yet another day. The next morning, Saturday, March 6th 2010, I called the service department at Beaty Chevrolet and described in detail the services and parts performed by Pep Boys as well as the symptoms that were resultant of that service in hopes that the service department at the dealership might be able to repair the damage done by Pep Boys. I was informed that based upon the parts replaced, service provided and the symptoms exhibited following the service, the problem was a timing issue and that it takes specific expertise and equipment to get the timing set properly after replacing the distributor as had been done by Pep Boys.

Unfortunately, the service department at Beaty could not service my car until the following Monday, so I reluctantly took the car back to Pep Boys at 10:03AM on Saturday, March 6th 2010 after calling them to gain assurance that they could and would fix the issues of dieing at stops (inability to idle when at rest) and the excessive RPMs required for the automatic transmission to shift gears - both problems that did not exist prior to work performed by Pep Boys at their facilities at Market Place Blvd in Knoxville, Tennessee.

I asked the service department at Pep Boys specifically if they had the equipment and expertise required to fix the car properly and they assured me that they do and would. After waiting for a reassessment by the mechanic, he came out of the garage and indicated to me that additional services would be required for my car to run properly. When I asked the mechanic why I should have to pay for additional services to repair problems that did not exist prior to his service on the car, he informed me that the car came in on a "trailer" and that he felt the car had these problems prior to his service on the car. At that point, the service representative stepped in to take the mechanic back out to the shop, talked to him for a few moments and returned to inform me that he had instructed the mechanic to go ahead and complete the remaining repairs to the car and that they would be completed at no additional cost to me.

I was also informed that, once again, they would need to order some parts to complete the repairs needed and that the car would not be ready until late that afternoon. Stranded, I called a friend to provide transportation once again while I waited on my car. Late Saturday evening, at 5:52PM when the service department was preparing to close, I received a call informing me that my car was once again ready for me to pick up. Upon my arrival at Pep Boys, one of the service managers arrived after test driving my car and once again, released the car to me as though it was repaired. Once again, immediately after leaving Pep Boys, the same problems still existed and it was readily apparent to me that the service personnel at Pep Boys were simply incapable of repairing my car properly.

Leaving the car with my friend and making other transportation arrangements once again, I made the decision to have my car towed to the Chevrolet Dealership to be repaired properly and avoid the potential of an accident while driving the car in its condition following iterative attempts at repair by Pep Boys. Today is Sunday, March 7, 2010, a full three after seeking service and repair to my car at Pep Boys and I am still stranded without transportation. If not for the kindness of friends and availability of resources to rent a car for transportation, I would still be completely stranded due to the condition of my car following Pep Boys' failed attempts at servicing it properly. This afternoon, I will have my car towed to the Chevrolet Dealership for repair and rent another car in order to get to work Monday morning.

I am very disgruntled with the service attempts, misrepresentations and incompetence demonstrated by both the managers and the mechanic who were involved with the work on my car. My time is worth a lot to me, particularly on the weekends. Not only have I lost transportation during these failed service attempts, I have lost time in waiting. It is my contention that a full refund for the amount I paid to Pep Boys to repair my car is the very least that Pep Boys should do at this point. In addition, the executive management at Pep Boys should be made aware of the potential liabilities associated with this kind of incompetence. Had an accident occurred, Pep Boys would be fully liable for all harms done as a result of the accident.

It is my hope that this is an isolated incident and that the executive management at Pep Boys will take immediate action to remedy this potentially tragic situation. Sunk cost (almost $600) of repair service at Pep Boys must be repaid to a reputable service provider. In addition, car rental for 5 days ($29/day) has been incurred.

Well, 1 hour later (because everyone was at lunch as indicated by Lou), the battery diagnostic was done and it was relayed to us it had no charge and that most likely would be alternator and a new battery would run us approx $130. We accepted the cost, in turn they ran the alternator diagnostic only to tell me it was ruined and they would not have one till the following day at approx another $211 and that the charge life of the battery would only last 45mins? I refused to leave the car and took my chances and drove away to obtain a second opinion in my area. (I returned to obtain my dead battery and they stated they would charge me(!) $10 for it, so I left it)

I had a second opinion done with another mechanic and he stated that the bolt to alternator was broken off that caused power to battery, and that the alternator was fine. The cost to fix this item was only $5.

He re-evaluated it again and came out with another figure. I said, "For what?" He answered for not coming in for the past 4 months so he added an additional charge. I responded, "What does that have to do with the work being done?" He re-evaluated the price to $149.00. I asked him again, "How much do I owe,?" And he finally came out to the same price I calculated of $139.00 includes tax. This price is for the labor rate of $111 plus $25 for the anti-freeze. I am so upset on how we are being taken advantage of by Pep Boys. I have been bringing my 3 vehicles to them for 25 plus years.

I think what happen is, the mechanic was very overweight and by leaning on the radiator to replace the water pump he caused damage. I only had to pay for the radiator and not labor after an argument that is, $177.00. Mechanic Nick worked on it this time. I had to miss 4 hours of work. I drove to work and the truck was not running right. I parked the truck at work and there is a big leak on the opposite side of the radiator. I can't bring it in for service because I have to work. I check fluids constantly plus I would never go there again. I have lost about $1,500.00 so far and more to follow because I have to take it somewhere else. I work very hard for my money and I don't want some auto repair place trying to rip me off because they think I don’t know anything about cars. This is just not right but I'm sure they will get away with this and do it to other people.

On Friday, January 16, 2009, they informed me that I could come and pick the car up. When I got there, Joey stated that the car was not actually ready because the technician had put too much coolant in the car and it was running hot. He indicated that they were in the process of trying to get the air out of the line. After waiting about an hour, they told me that the car was ready but if it continued to run hot, to make sure that I bring it back. I thought this was odd, but went on ahead and paid the charges for the repairs.

After only going an exit up the highway, the temperature gauge started going past the halfway mark. I immediately turned around and went back to Pep Boys. The mechanic had already left so I had to leave my car. They kept the car overnight, and the next day, Roger informed us that the radiator could be the cause of it running hot. He said that they would not charge me labor for putting it on. We told him that was highly unlikely since that radiator was only four-months old and the car was not running hot before. We then asked Roger if the mechanic had bled the line; they had not. After they bled the line, Roger informed me everything was fine and that I could come and pick the car up. After driving the car for less than a week, the temperature gauge went past the half way mark again. A call was placed to Roger the next day and he informed us again that the radiator was probably the cause.

On Saturday, February 14, 2009, I dropped the car off to have the radiator replaced as he recommended. After changing the radiator, they discovered that was not the problem at all. They then went on to replace the water pump and the thermostat and informed us that the car was still getting hot. We then asked if they torque the gasket down correctly, and presumed they went on ahead and did this because on Sunday, February 22, 2009, they told us that the car was ready.

After having the car returned the second time, I was a little leery in wondering if the car was going to run hot again. The car was fine for a few days until Thursday, February 26, 2009. I was at the light and the gauge went past the halfway mark again. I pulled into a parking lot and let the car cool down. I tried to add water, which it did not need since the fluids were full. A call was placed to Roger again and he told us to bring the car in. The car was subsequently placed in the shop a third time on Saturday, February 28, 2009. On Monday, March 2, 2009, Roger informed us that the problem was in the head, and that it needed to go to their machine shop. We asked why because the valves did not have anything to do with the car running hot.

On Tuesday, March 3, 2009, I called Roger myself and asked how could my cylinder head be losing pressure now. I then told Roger that my car had never run hot before Pep Boys got their hands on it. He replied by stating that that it was. I asked how could a car run hot and I not know it. I told him that the car had never emitted steam or smoke indicating overheating. He stated that it was smoking from the tail pipe. I told him this had never happened. I always check my mirrors so I would have noticed this. I then told him again that I did not have this problem before I brought it to Pep Boys.

I then asked if the timing belt jumps, what would be the need to have to do gasket work on the car at all. He then rudely stated that the problem was the head. I told him again that did not have anything to do with the car getting hot. He stated that we could come and get the cylinder head and have the machine shop look at, but once they break it down this time, that he is done with it. Roger stated on March 3, 2009 that once the head came back to them this time and they put everything back together, if the car runs hot again, then they will not look at it again. I found this to be totally unacceptable.

On Thursday, March 5, 2009, I picked the cylinder head up from Pep Boys. On Friday, March 6, 2009, the head was dropped off at the machine shop to check the engine valves to make sure that they were seated properly and also to check for leaks. The machinist contacted us a few hours later and stated that there was nothing wrong with the cylinder head. He stated that all valves were seated properly and that none of the cylinders were losing pressure. We then called Pep Boys to inform Roger of this information. We picked the head up and dropped it off at Pep Boys that night.

On Saturday, March 7, 2009, we received a call from Roger who then informed us that maybe it was the parts they were using in the car. He stated that Pep Boys carried generic parts and that he would be ordering the parts from the dealer this time. On Saturday, March 14, 2009, Roger called around 3:00 p.m. and stated that they had put the car back together but wanted to keep the car until around 8:00 p.m. to make sure that the car was not running hot. On Sunday, March 15, 2009, I went to pick up the car and on my way home, the car ran hot again! I am so disappointed.

Based on all the information Pep Boys was telling me, they replaced the radiator, which was never the problem. They replaced the water pump, which was never the problem. They replaced the thermostat, which was never the problem. They then said it was the cylinder head, which was never the problem. They then blamed it on their generic parts and ordered dealer parts, but the car was still running hot.

On Tuesday, March 17, 2009, a call was placed to several Pep Boys branches so that we could locate the area manager name and number. We talked to the Marietta location again and the service manager Scott ** stated that he would be willing to take a look at the car. The car was towed out to that location on Wednesday, March 18.

On Thursday, March 19, 2009, Scott called and said that his mechanic did notice that the gauge was going past the half way mark. I told him that's what it would always do. I told him that I never would let it get to the point of smoking out. He asked if the car had ever smoke out before it was initially repaired. I told him that there has never been any smoke coming from anywhere. He stated that they believed it was the temperature sensor and they would order one. He stated that the part would be in tomorrow and he will give us a call back. I cannot understand why the other Pep Boys did not check for this. Clearly, they did not run a diagnostic on the car as they claimed they were doing all the times it was brought in.

On Saturday, March 21, 2009, Scott called and said that the part had come in and we could pick up the car. He also stated that the car was not misfiring as the Pep Boys in Conyers had claimed so many times. I picked the car up on Sunday, March 22, 2009, and the car has been doing fine. I have not run into any problems.

For two months, I dealt with incompetence with the Conyers Pep Boys. Over and over, we told the Service Manager Roger that the car had never smoked but he insisted that it was. That was never the case. He even insisted that the problem was the cylinder head, which the Marietta Pep Boys said the car was not misfiring as we had been told for almost two months. It makes me think that the Conyers store was just trying to get more money out of me or they really had no clue what they were doing.

It caused me stress and money for two months. It was unacceptable. If they had listened to my complaints about the car and really took us for our word that the car was not doing this before it was brought in and that it had never smoked out, they could have resolved this from day one. Instead, it took two months for the issue to be resolved by a different store. However, that does not take care of the money that was spent on rental cars and work that was performed inadequately. Even the Area Manager Charles ** said that it was not their policy to refund money I spent on rental car. Please do not take your car to the Pep Boys in Conyers, GA located on Northlake Drive.

All I would get is another set of these plugs that did not work. How would she feel if Pepboys put them in her car and she stalled her car wherever she went? Thank you for your time and cooperation in this matter. I’ve been going to your stores since 1983 in Tempe, AZ. Your man in parts was very helpful and told me to stick with the Acdelco plugs the car came with, but he could not get them for me; Genden auto parts ordered them for my car. I’ll be waiting for your response.

I called Pep Boys to let them know, and the mechanic said that it was my check engine light that was causing the car trouble, not the hatchet tool. I called to see if they would check my car to see if the hatchet may have caused any problems, but they didn't even offer to take a look. I was not please with their reaction to their mistake, which could have damaged my vehicle and perhaps complete destroy any part. I still do not know if the hatchet caused any problems because I have not driven it since.

A mechanic put the tire back on the rim and inflated the other one. My complaint is that I have had to go back to Pep Boys several other times because the tires needed to be inflated. I also had to have them inflated in WV during the weekend of July 4th. Each time I take the car back to Pep Boys, they check the two tires and fill them with air, saying that nothing is wrong with the tires and that they don't know why they keep deflating. The last time I went on July 29, 2009, I asked for new tires because these had less than 25 lbs. of air in them. I know this because I checked them before I took the car there. I was told that they were not going to replace new tires with more new tires and that there was nothing wrong with their tires, implying that maybe there was something wrong with my rims. I told them that I had no problems with the previous tires when they were on the same rims. They still refused to replace the tires.

I was so disgusted and disappointed. Needless to say, the tires are still under inflated and I have to inflate them regularly. I plan to go to Pep Boys on Monday, August 17, to see if I can get this situation resolved before one of these tires blows out and I'm in an accident, serious or otherwise. I want to mention here that I have been a customer of Pep Boys for more than 10 years. In the past, to my knowledge, I haven't had any defective parts. I have had good service. I thank God that I have not had any accidents, driving on under inflated tires. The consequences of driving on tires like this are numerous from being injured or killed in an accident. It could be injury to me or someone else on the highway.

Continuing to go to Pep Boys to get the tires inflated has been emotionally trying for me, and, being treated so insignificantly has caused me to be upset and angry with them because they treat me like my problem is no big deal to them. I don't believe they are looking at the bigger picture - that someone could be hurt or killed if the tires blow out. The only economic damage would be if I had to replace my brakes from improperly inflated tires. I am looking for a fair resolution to this problem.

I took it back to utilize my 90 day warranty, and was told that a nut and bolt that held the caliper in place broke off (now mind you I drove this truck back and forth to work on the highway at speeds between 55 and 65 miles per hour). When I asked how this happened, he told me that the slot where the bolt slides in has grooves that held it in place but there were not enough to hold it. He said they could repair it but it would cost me about $200.00 plus. I wasn't thinking at the moment about my warranty, and told him I could not afford this expense and he began acting like he was doing me a favor by telling me he was going to try to work with me and said, "What can you afford"? Then, I mentioned my warranty and he told me some ** and ** story that made my warranty more or less useless. We agreed on $100.00 plus tax, equaling $110.00. I had to call my son and borrow money to pay him.

When the job was completed, I had to call them to find out the status of the job and was told my car was ready. When I got to the repair shop, I was handed a bill for $299.77 for the replacement of a steering knuckle. My daughter and I protested this and demanded to speak to Luis. I was told that he was not in and this was the price of the job. I told the young manager that Luis agreed to do this job for $100.00. This young man asked me to wait a moment and picked up the telephone and supposedly called Luis who then told him to give it to me for that price. He then rang it up and charged me $84.80, and then said, “Well Luis is going to take the loss on this one."

Hold it, it gets better. On July 29, 2009, the engine would not start again delaying me from picking up my grandchildren from camp and getting to work. My wife called the customer relations people and spoke to Phillip, who put my complaint in the computer and said he would look into it and gave her a reference number (#**). I waited the allotted time. He asked and called back because he never called us as he said he would. On 8/10/09, I spoke to another customer relations manager 'Arash', who lead me to believe he was going to help resolve this issue. I told him the same story mentioned above, and he appeared sympathetic and told me to have the car towed to the garage and he would have the mechanics look at it. I specifically told him I was weary of sending it back because I did not want to and could not incur another expense. He told me that the tow would be paid by the garage and that my warranty was still good. He never called back.

Then, a series of calls to Pep Boys corporate office began over the following few days. I was given numbers to people like Jack ** who only has a voice mail directing you other numbers. I was referred back to the customer relations number where I initially spoke to Phillip and Arash, the supposed regional manager, Mr. Joe ** who has yet to contact me. My daughter contacted all the same people above again on August 13, 2009 and was ultimately given the same runaround treatment.

After speaking with customer relations again, she was told that the complaint had been kicked up to the regional VP Terrence ** and assured that I would receive a call back because "they generally do not like complaints to go that high in the command chain." That was after 3:00pm on August 13, 2009. Today, August 14, 2009, he has yet to return my call. This problem has caused me financial distress i.e. placing me in debt, left me without a means to travel back and forth to work, place me in a position of dependence on others unnecessarily.

By the way, Pep Boys told me my car was leaking oil and that the car was running on no oil. I also paid for a very expensive oil change. I couldn't believe that my car was leaking oil, because I checked it after a week and the oil was still there. I started my car, and the service engine light was still on; but the car wasn't leaking any oil. I decided to take it to Ford. Guess what? They fixed my car for $1026.00 and has been running perfect ever since. I told them what Pep Boys told me what I needed to repair my car, and they said no. Shame on you, Pep Boys! Big-time scammers!

A few minute later, he brought out my suspension belts to the alternator and the power steering pump drive belt. There was not one thing said about a pulling before they put the belts on my car. I got up to drive my car on July 28, 2009; and there was a loud, ticking sound and my car was warbling. So I took it back, and they took it back in the back, came back, and told me "Ok, we fix the ticking; and you need some tires." So on July 29, 2009, I purchased my 4 new tires. My belts were put on the car on July 27, 2009.

On August 3, 2009, my car stopped in the middle of a very busy street, 71st and Stony Island, that connects to Lake Shore Drive. (My car has never stopped.) I have to get it pulled out of the street by Streets and Sanitation. Two guys came from the gas station. Once they looked at the battery to jump the car, they asked who the last people working on my car were. I said Pep Boys. He stated that my covering on my battery was loose and it should never be loose like that and that it could cause a lot of problems to my car.

I drove my car home. Once I turned it off, it would not come back on without a jump. My husband jumped it, and I barely made to Pep Boys. Everything in my car started breaking down. Once I got it to Pep Boys, the gentlemen who looked at it, stated how my cable on my battery got so loose. I told him my car had maintenance there and I don't know what they did. My car has never stopped on me. I work so far to be having car problems. After taking it in to check, they said the battery was low and the alternator was getting no power. But they had to get a second person to look at it.

After about a few hours, they came back and told me it was the pulling that split the alternator belt. He said something must have fell off my car. I told him the pulling did not split the belts that was on my car and that how did something just fall off my car and that if it was a pulling, how could they put new belts on a damaged pulling. He stated they did not check it before changing the belts. So I said if that's the case, they don't know if it was damaged or not. Because the belts that they removed off my car was just cracking because of wear and tear; they never split, so why would they split now.

I had to try to get my car down to KIA just to get it fix correctly. Pep Boys' guarantee does not mean anything to customers. They have damaged my car. I pay them $218.00 to check my battery. Alternator and gas pump was all supposed to have been checked and protected. They could never touch another vehicle and will ever have because they don't take responsibility for what they do to your car. All they're trying to do is damage your vehicle to get more money. I want my money back for service that was not done right, and I will see Pep Boys in court.

They changed the wires, cap, plugs, and rotor, which I had replaced a couple months prior to that. A couple days went by, and they still couldn't figure it out. So, they sent it to an electrical specialist for 4 days. I found out that the guy wanted to charge me hourly for those 4 days after it was down there. I told them no way that I'm paying for that. So, they towed the truck back to Pep Boys, put it back on the machine, and changed the timing chain, thinking the slack was causing the problem due to high mileage. Then, they started positioning the sensor; that didn't fix it. I was told the computer was bad after that didn't work. My catalytic converter was plugged, and he showed me the broken honeycomb.

After I got the truck home, I looked around the catalytic converter to see if they pulled it apart. The bolts were still rusted, so I have no idea where they got the honeycomb. After sitting there for more than 30 days, I told them enough is enough and that I'm taking my truck elsewhere to put it back together. When I showed up, the exhaust from the header was still disassembled, and I found they put a coil on and was going to charge me for it without even asking. After disputing that, I took the truck home.

One good thing out of this is that I did get my money back for all the parts, except the fuel pump. The truck still ran rough like the timing was off. I took it to a Pep Boys closer to my home, and it sat there for another 2 weeks and could not figure out why it's running rough. I told them the Oceanside shop messed with the timing but wouldn't pull it apart to double check the work, unless I paid for the labor if that wasn't the problem.

This whole evolution was about a month and a half with no vehicle, and it's still sitting in my drive way right now, running the same way until I got back from Iraq. I will never use another Pep Boys, period. After a few days, I should have been told they didn't know what was wrong; and I would have been happy with the honesty rather than them stabbing in the dark and trying to snowball me with ** trying to fix it. I had to carpool many days to work when I couldn't use my wife's car for almost 2 months.

I called the number on the card and they immediately said my paperwork was in order and that they were sending my rebate check. Based on similar experiences narrated on ConsumerAffairs.com, it seems this is Pep Boys’ standard business practice. They deny the rebate claim in the hope that people will give up. This practice is deceptive, dishonorable, and should be illegal.

So I brought the "new one" home and this one did not work at all. Again, it looked used and worn. They are obviously selling used parts, probably bought off of eBay. I asked the manager, Ari, to give me a refund over the phone because I did not want to travel back there again. He would not. It is a very unprofessional practice to sell used and defective products. It makes me question what else they are selling that is used such as car parts that actually may injure someone. Buyers, be aware! Do not leave Pep Boys without making sure the product is new and works.

I drove the car with the check engine light on for about 30 miles, and the light went off. I assumed the tune up and all the work that had been done to the car resolved the issue. As the weeks went by, I had no issues with the car. Then in May 2009, the car's check engine light came on again. But this time, when I slowed down the car, it shut off and died, causing a traffic issue. This never happened before.

The time between August 2008 and May 2009 is a mute point, as I only drive from home to the park and ride lot and back eight miles per day, forty miles per week, and one hundred-twenty miles per month; the rest of the time, we use my wife's van. I had to set for about 10 minutes, at which time, I could restart the car and drive and within a few miles, the Check Engine light went off again.

I called Pep Boys, and I was asked if the Check Engine light was on, to which I replied no. I was told they could not pull the codes, unless the Check Engine light was on and to bring the car in when the Check Engine light on came on again. The issue with the Check Engine light being on was on and off at various intervals. On 6-19-2009, on my way home in heavy traffic, the car again died and caused a traffic issue. The next day, I took the car to Pep Boys for inspection as stated above.

Then I received a phone call stating the Check Engine light issue needed resolved before the inspection could take place. Several days went by, and I was told they had found the issue of the Check Engine light being on was caused by a sensor giving a false reading and that my car would be ready to pick up. On Thursday, June 25, I picked up the car and was told the issue was resolved. But I could not get the car inspected until the sensor was set, which required me to drive 250 miles to prevent the sensor from issuing a false error code during the inspection process.

On Friday, June 26, I drove the car from my home to the park and ride lot I use. The total mileage from Pep Boys to my home and to the park and ride lot and home at the end of the day was 18 miles. On Saturday, June 27, I drove from my home to the four-way stop at Susquehanna trail and Canal Road about 8 miles from my home. And again, the Check Engine light came on and the car shut down in the middle of the intersection. After waiting 10 minutes, I was able to re-start the car, the Check Engine light went off, and I drove to Harrisburg and back. Total mileage at this point was about 60 miles on the repair I paid for.

On Monday, June 29, on my way to the park and ride lot, as I was going around a curve in the road, the Check Engine light came on; and the car shut down. Another car in the opposite direction changed lanes to miss from hitting my car. With no ability to control the car, I slid off the road and just missed a tree. Waiting about 10 minutes, I re-started the car, park it, and went to work.

I called Pep Boys from work and stated the repair was defective. I paid $170.74 for the repair, and it was less than 100 miles on the repair that almost caused an accident. I was told to bring the car back in. This would have been the third time for the same issue. Spending over $450.00 for something that was not fixed correctly to start with. I started up the car and backed out of my driveway, heading back to Pep Boys; and the Check Engine light came on, and again, the car died. I waited, re-started the car, and drove it to a dealership to trade the car for another car. The car was not repaired correctly several times and was a definite traffic hazard and unsafe to drive.

We have been a loyal customer of Pep Boys for over ten years, and I have no issues paying for service that is complete and correct. As a matter of fact, I had my wife's van in for service, which I picked up on June 20 for a cost of $1004.66; and there has been no issues with those repairs. However, I felt I was a victim of Pep Boys's inability to correct the issue with my car. I just thank the man above that nobody was hurt or killed by their inability to correct the issue. I placed a stop payment on the check that night. I am requesting you dismiss this claim by Pep Boys, as I wish not to pursue the issue to the next level.

I will never go to Pep Boys after this. I will pay for the damage of my bumper. It's not as expensive, but all I want from them is some decency or honesty to admit it. I will tell all my friends and will be friends about my bad experience and I hope they will not go to Pep Boys for any service. This is the Pep Boys at Highway 153 in Hixson, TN. They don't deserve to be in business for the way they treat their customers.

My car was totaled. I have to bear the expense of purchasing a new one. It is only by sheer luck that my life was not ended by this accident which I believe was caused by a faulty product sold to me by Pep Boys.

The first problem was that the store initially tried to charge me more than advertised for the oil filter. I have a GM model car (not a performance car or anything). Who says that GM filters, the most common brand of vehicle, cost more than "standard" filters? Why wasn't this disclosed upfront? I challenged this and they did change the price. Afterward, I submitted my rebate forms and receipts. I am a lawyer and so is my husband. We keep copies of everything we mail and we are aware of the "fine print". I followed it to the letter. About the time the rebate was to come (4-6 weeks), I got a postcard in the mail that our rebate was being denied because the documentation we submitted did not show a qualifying purchase. I called the number on the card and the woman I spoke with said there was nothing wrong with our paperwork and processed our rebate the same day.

I am now waiting on the check (should be coming in another 4 weeks). In my opinion, this was at best an unreasonable delaying tactic on their part and at worst, a deceptive business practice of not honoring rebate requests even if properly filed. I hate to think how many people have also properly filed their paperwork, but won't get their rebates because they didn't get their postcard, they didn't call to follow through after getting a similar postcard because they thought it wouldn't matter (or they didn't have their documentation or copies) or had a language barrier, or some other reason. I think Pep Boys is taking that chance that people are not going to be able to document what they have sent in and they (PB) can just say "Oh well, too bad" rather than just honoring the legitimately filed rebates they have advertised.

On my way home from Pep Boys, the brake light and ABS light came on again. I called Pep Boys and took the vehicle back on 5/7/2009. I had to go out of town for 4 days. I left the vehicle with them to correct the problem. When I returned on 5/12/2009, I picked up my vehicle. The light was off and I drove about 3 miles and the brake/ABS light came on again. I called and told Robert I was having the same problem but could not bring the vehicle back right away due to needing transportation to get to and from work as well as other duties that required me to have my vehicle.

I took the vehicle back on 6/6/2009. During the time I was driving the vehicle, the belts starts squealing and the brakes were squealing as well. When I pulled up to Pep Boys, you could hear the squealing and I said to Robert, "Do you hear what I am talking about and the light is still on?" He replied yes. I left the vehicle for 24 hours.

When I picked it up again, the constant belt squealing was gone, the brake squealing was gone, but the brake/ABS light was still on. Robert told me he had no idea what was going on with the light and I said, "That was the original problem." He went on to say that they had to replace the serpentine belt and front brake pad again. I drove my vehicle away and about 4 miles down the road, the brake/ABS light came on. 4 days later on 6/12/2009, the brakes started squealing again.

Today is 6/16/2009 and the squealing is getting worst. My vehicle has been maintained at all times and I have never had any issues with it. I paid Pep Boys $1,200.00 in good faith to resolve the issue with the brake/ABS light and replace the pulleys but the problem still exists and I am not willing to let Pep Boys touch my vehicle again.

On the cross bar where the studs go through on the frame side, it has a concave. And on each stud, it has a washer/spacer that is convexed on one side and flat on the other. The concave and convex are supposed to mate, and on the flat side is where the shims are supposed to go. It is a no-brainer, common sense. Sal didn't really look closely at it and stated they probably had to do that for some reason. I simply said “No sir, that's wrong and there is no reason for it to be done wrong like that; check your books please.” Sal just mumbled, “I'll have the tech check it.” I thought he noted it for the tech. When I returned to pick up my truck, I looked it over and found they had done the same thing again.

I went in and talked to the customer service guy, Jim, and tried to explain and wanted him to look at my truck to show him the problem. He just said, “I am not a tech so I wouldn't know.” So he went and got the tech who did the work. I tried to show him what he did wrong twice now, and he was just ignorant to the fact and just said to go talk to the manager; that's the way it is. So again, I went back inside to see the manager. I tried to talk to him and he was not helpful. He said, “Just a minute” then disappeared for about ten minutes. While I was waiting, I found a repair book for my truck and looked it up and found the info covering exactly what I was talking about.

When he came back, he said he talked to Sal and he said it was right. So I tried to show him the book to show him it was incorrect the way they did the repair. Needless to say, he would not look. I told him if they were not going to do it right, then I wanted my money back so I could get it done right. He left again and when came back, he handed me my money and “Here sign this and don't come back.” Rather than take care of the problem and do it right, they chose to ignore their mistake and treat me as if I was the one who had done something wrong. Consequences: I missed two days of work. I still need to take it to a shop that has a tech who knows what they are doing and one more day now.

About an hour later, Andrew said that my car was ready; they changed the tires and oil. I asked him if my car was still making that noise, and he said yes. We drove around in the car and came back to the shop. He put it on the lift and then twisted the wheels and pressed the gas. The mechanic said that it was the wheel bearings. I asked him to show me the problem, but he said that he can't. I asked what if it was not the wheel bearings. Andrew then said that they will put the old bearings back on.

When we went back to the customer service area, I asked Andrew if it was policy not to tell the customer what was wrong with the car. He said that because he provided me with a courtesy by checking the car, he was not obligated to tell me what was wrong. I asked him if that was policy, and further stated that if there was something wrong with the car, he should have told me what it was and given me the option to either change the tires or the bearing. I would have changed the bearing and not the tires, since the tires weren't the problem. He said that I asked for tires. I said at first, and then I explained the problem with my car and you told me that you were going to double check the issue. He said that because he did not charge me to check the issue then he is not obligated to tell me anything. I said, but my car was making a noise. I asked him to take off the tires so that I could get the wheel bearings done, but he said that he cannot do that.

Then after calling and calling corporate, which was a waste, they don't return calls either. They said they would do the work for free. Another week goes by and still no truck. Now the service manager Eli comes back with "We will replace the engine for free." No calls and not a week later, he says pick up the truck and that they are not replacing the engine. They do not stand behind their words.