Pep Boys Reviews

This second experience was horrific and today we learned had a life threatening consequence (I will get to that soon). First of all, the vehicle was ready a full day before anyone called to tell us. In addition, no one ever called to tell us if the side issue of the washer fluid motor was covered, they just fixed it and tried to charge us for the repair. Long story - shorter, after some loud complaining, there was no charge.

After a few days, the radiator light came on and when I opened the hood, I found that the "mechanic" never put the cap on and he also left the caps off the AC fill nipples. I have a photo of how they left it. This issue was not enough to bring me back to the shop to complain, but things are different now. Shortly after getting the car back, we began experiencing a phantom acceleration when the AC was on and also a sudden pull to the right upon acceleration. These two problems steadily grew worse until we felt the car was unsafe to drive. In fact, in one instance the pull was so sudden and hard it threw the car towards another car in the lane next to us and caused that car's driver to swerve into another car, causing an accident.

Today, we took the car to the shop where Andy, our ASE certified friend works. This quality of service is not acceptable and put my family and others at serious risk of loss and injury. You need to work a lot harder to just achieve "acceptable" status in both mechanic service and customer service.

My story is that I took my Buick in to have it checked out since I was going to drive it across country. They charged me $485 for a belt and two radiator hoses. This is somewhat of a premium price and I will discuss that is just a minute. I got my car and drove it for a few days (it was repaired on 6/5/2014). The radiator then blew out in Jackson Hole, Wyoming (on 6/13/2014). This is pretty far from where I live and it really created a lot of problems for me. The fluid it leaked was green. It turns out that they put regular pro-line coolant and not Dex-Cool as the manufacturer recommends. This is documented in the receipt and I saw it with my own eyes. Did this cause my blow out? It’s hard to say, but if a surgeon leaves a surgical sponge in the patient and they get sepsis, it’s likely they will blame the surgeon.

When I brought my receipts and material to Mike ** the service manager, his opinion was that I needed to prove it was their fault. The funny thing was I was extremely polite and was trying not to point any fingers. Even a simple apology would have been nice. Now I’m out $485 for the repairs which had absolutely no effect in preventing what they were intended to do. I brought the car in to prevent a radiator blow out, and they did the job wrong and it blew out… in the middle of nowhere. The extra repair cost me $471 (plus $200 to have the part driven in from Idaho Falls).

So I’m out over a thousand dollars now with nothing to show for it. The interesting thing to note is that a whole new radiator at a standard mechanic costs the same as two hoses and a belt from Pep Boys. This gives you an idea of the mark-up they charge on work. In the future, I will not bring any business to Pep Boys. I hope that the 20% margin they made was worth it. That’s the last they will see of me and the last dollar I will spend with their store.

Well when I looked at the paperwork that they gave me some of the things that I wanted them to fix were NOT DONE! So I had to take my van back to fix the things they didn't do the first time. Again I had to rent a car and wait a LONG time for them to fix everything. Finally I got my van back and it made a LOUD squealing noise every time I made a turn. I took my van back a third time and asked someone to take a look at my van. I waited a LONG time and someone named "Freddie" came and did look at my van and said he thought it was the power steering pump. I thought I needed a new pump but Freddie said all I might need is a copper washer for the pump. He put it on a rack and put in the new washer and test drove it to see if it did the job, thank God it did. But Freddie said I had an oil "leak" and I should have it fixed. Well I have a PEP BOYS reward card, and I had a $100.00 reward card coming in the mail, and a $85.00 reward card also coming in the mail. So I had PEP BOYS give me a "Written" estimate for the oil leak to be fixed. They gave me a written estimate of $185.00, and I planned to get the work done as soon as I got the 2 reward cards.

Well after several months, I finally got both reward cards, one for $100.00 and one for $85.00. After a while I made an appointment to take in my van. I got there early in the day and my Wife was with me. I asked how long it would take, they said 2 hours, so my Wife said we would stay till they were done and go home (so we would not have to rent a car). Well after an hour and a half one of the guys said there was a problem, it would take a lot longer to fix, and be over $300.00 to fix not $185.00 per the "written" estimate. That was a RED FLAG!. WE had an estimate I expected them to keep the budget. Well I had to rent a car again, and when they were finally done I went back and I asked them to keep the bill to the written estimate. Gus said he would give me $50.00 off. That was not much! And now the real pain starts. I gave Gus my two reward cards one for $100.00 and one for $85.00, and he said he didn't think he could use both, but would try anyway. Well he scanned the cards and said he could not take both. So I asked him to use the $100.00 card. He scanned it twice and seemed to stare at the screen a long time and then he smiled O.K., like it worked!

But when I got home I looked at the bill and I noticed the $100.00 reward card was NOT! taken off. I was very angry. I called 1800 PEP BOYS, many times to get my $100.00 credit but to no avail. I talked to "Navim", he said that they would put $100.00 back on my debit card in 3 to 4 days. Weeks later still no money. I called Navim and asked about my money he said they put it on a "Chase" account and from there it would go to my "BU" account. I knew he was lying, so I called many times to the 800 PEP BOYS number and I talked to "Hanyili" and she said on the 6th of June I would get a new card in 7-10 days, well on the 20th I called and got Hanyili and she said she didn't know why I didn't get my card but she would send one in 7-10 days. I told her that would be no good as my reward card expires at the end of June. She said that I should wait and get the expired card and wait another 14 days then I could call and get a "New" card. I give UP! PEP BOYS are liars, and will tell you anything to get rid of you. Don't go to PEP BOYS, they are con men. I have AAA road service, and I will go for now on to a AAA certified auto repair shop, NO MORE PEP BOYS!

(410) 788-2525

I made an appointment a week ago for Saturday 10 am and I drop off my car at 9.30 am to get replace defect axle (they broke my axle before and they replaced with defect re-manufactured axle). Today is Sunday. 2 days already passed. They still did not fix it. And they say we are going to finish it Monday morning and of course they are not giving exact time to finish it. Because they don't want to fix it quickly in warranty. Axle replacement takes only 30-45 mins. And they called me again. They say, "One of your tire flat has a big glass." When I drop my car, was ok - nothing was wrong with my tire (they made a test drive after that it happened). They want $100 to fix it and they say, "We are not responsible for it (like a joke, so go get an accident and say we are not responsible)." I said, "I will not gonna pay for tire. You have to fix it." He was so rude and he was screaming to me!!!! I don't trust Pep Boys services anymore. Pep Boys does not even deserve 1 star feedback. They really piss me off. I will speak with the manager Monday morning. I am just letting you know how bad Pep Boys customer services.

All the while, I have spoken with Chris, the service manager, then Patrick, Marcia, and Mark, who was extremely rude and pretty much told me that they would not put my car back on a lift and that my car was not worth me fixing, because it cost more than the car. I explained to Mark that is the car I own and I make the decision if it is fixable or not. And that whom did the work on my car was liar because one, think that you would look to check the brakes, if your doing entire brake job. As the point, I drove the car home with the emergency brake on, since refused service and left with no options. Now, I have no real idea as to whether this car is repairable or not because the quote that I received states "brakes line, shocks, and muffler problems." Nowhere does it say problems: frame, suspension, ball joints, lifts arms...etc. You get the point. In my 28 years of driving, I never encounter this type of service.

I trained by Sears that everyone person knows 10 people. Guess how many people I can email, Facebook, Twitter, or media service to spread how Pep Boys treats people. Thanks for store 0019, service order **, **, ** I will not be going back to Pep Boys a time soon.

When the car arrived at the shop, ** was there and told me that they would inspect the car and if it turned out to be Pep Boys fault, they would take care of everything. He ended telling me that the hose was cracked and would need to be replaced and that that wasn't the fault of Pep Boys. How could that not have been their fault if my car's cooling system was fine before all of this? Plus they told me they supposedly inspected my car, so wouldn't they have found that hose in the beginning and we would have prevented this? I got my car taken there to prevent this from happening in the beginning. He offered to fix the upper hose for free but told me that I would need to fix for the lower hose out of pocket, which I couldn't do since I lost $300 of wages from missing work that day and had to pay a tow truck an extra $70.

Comes to find out that Pep Boys has their own towing company which would have only cost me $30. This was never even mentioned to me by ** and that was another thing that upset me as well. When me and my husband were speaking with **, he mentioned how it was important to change the hoses when servicing a car for 100k miles. Well then why didn't he tell us when we did go there to service our car with the 100K package service? If we had known the hose should have been changed when they flushed the cooling system, then we would have changed it.

There was 5 men behind the counter but no one wanted to do the job, but they finally got someone but he was clearly disappointed that he had to do some actual work. I'll try to keep this short but want to be complete. The job was an alignment and tire rotation. Nothing big, but I was hoping the thump was caused by misalignment or that they could find the problem. After 2 hours, he came back and said it was finished and the thump was PROBABLY a driver side tie rod. We paid them and left. The car drove worse than before.. The steering wheel was now swinging back and forth and the car served to the right even more than before we took it in. I knew we needed tires and was hoping Costco also did alignment, which they do not.

The guy at Costco's tire dept was very professional and said he would try to find the problem while installing 2 new tires. They found the problem very fast. One of the tires had a ripped belt. He showed it to me and it was so obvious that there is no way the guy at PepBoys could have missed this if he rotated the tires. PepBoys lost a customer. I will never take any of my vehicles to a PepBoys again. They are very lucky that we went to Costco and they found the problem because if we hadn't, my wife could have been in an accident and I would take that very personally.

My Appointment was for Friday, 30 at 10 am. I came exactly 10 am, left my car and went off. For 6 hours, I wasn't receiving any phone calls, so I came back to the car shop at 4 pm and how surprised I was to find out that my car wasn't even looked at. How come you make an appointment and then 6 hours after your car stays at the same spot you left it, untouched? Moreover, I'm still puzzled why suddenly my car needs an engine check when it hadn't needed it before I brought it to the Pep Boys? I'm very disappointed at their service, won't trust these people ever again and will make sure to let all my friends know what a poor experience I had with this company, so nobody makes the same mistake that I made.

The manager can't find paperwork & didn't put claim in - so I am a widow & single mother. The manager won't even apologize. Kept saying it’s not his problem. Well I give 110 percent in my job; this is so ** disgusting! Needless to say I still smell the antifreeze also! Not one person at Pep Boys Everett, Mass will help me not even corporate offices! Please don't go to Pep Boys. They treat you horrible & don't give a ** about customers.

Well... days later, they still hadn't found the problem. I asked for my car to be released to take it to the dealer so a "factory mechanic" can try and figure it out. They said I have to pay $945 to pick the car up. I said, "I don't want their compressor. I want my car to start" which is what I asked them for initially. Essentially, I have the same problem I had when I had the car towed there - just $945 lighter in the pocket. I called their corporate office on Tuesday 5/20 who said "The manager has 48 to resolve this issue." 48 hrs came and went. I hadn't heard from anyone.

5/23 I went back to the store to pick my car up and have it towed. I called the police. They showed up (3 deep) but couldn't do anything b/c they say it's not a police related issue. I paid the $945 b/c I had no choice and had the vehicle towed to the Jeep Dealer to start all over again. No compensation or even an apology was offered by Pep Boys.

I hate PepBoys, and it's not the first time they screwed me. In the past I had them replace a starter and I wouldn't be surprised if they just cleaned the old one and put it back in because it died months after again. My friend replaced it again in my garage and the car hasn't had problems still... How can my friend replace it with 2 tools and make it work but PepBoys couldn't with all their ** technicians and a world of tools??? Anyway I posted an image, all 4 rims are like that.

1. Their online appointment scheduler is pointless. For one of the follow up visits, I made the appointment online for 9am. When I got there, they didn't get the truck in immediately (9am firm). When I asked them why, they said that they were very busy and I had to wait for 30 minutes or so. They did say the truck will be ready by 10am. Guess what, it didn't happen. I went to Kroger next door, came back at 10am and the truck was still in the parking lot! This is so freaking dumb! If you wouldn't care to honor appointments, why bothered to have the system? They got too busy and out of hand weren't my problem. Right? Obviously, they thought that I had all day to wait there. I was as busy as them as I have my 1 year old to take care of. No compensation, nothing for wasting my time. Smart move, you big fat idiots!

2. Part of the repair was involved with replacing the ABS sensor. ABS sensor was ordered during the initial visit. Here is the interesting part: We hadn't been told that it was going to be a generic part. The part didn't work and was told a Toyota part needed to be ordered. The part was supposedly ordered in 2 weeks. They promised that they would call when the part arrived, but nope, they didn't! We had to call to follow up. What kind of customer service was that? Liars. We called but they said it wasn't there. Okay. Alright we waited another week and they called us that the part was finally there. Morons told us in person that it will only take 5 minutes to pop the ABS sensor in and we are ready to go! We made the appointment on the phone and as usual, we got there on time. Guess what, they made us wait again! This time we waited for an hour and haha... you wouldn't believe what happened. They said it didn't work again and we must leave our truck there for another day in order to them to figure why.

3. Incompetent losers. So since they couldn't figure why, and it was our job to take the truck back and forth 3 times to make it right???? Note that we had to take another car to go home with. They had no loaner car or shuttle to provide. It was a big waste of time and gas. They should have double checked/diagnosed everything in the first place as the first time they had the truck for 1 day as well. For the third attempt, they finally figured out why: it was the loose/old wires connected to the ABS sensor that failed. Again, we deserved to be compensated, but nothing! Absolutely nothing to make it right!

If you need car repair of any sort, please think twice before visiting this location. Personally, we wouldn't recommend them and will we return? We don't think so. We will find another place for sure.

On April 7, 2014, I had to return because I had one visible nail in my tire and wanted it repaired under my road hazard warranty. I had driven approximately 2,000 miles and the tire was still practically brand new. Moe did an invoice for over $40.00 and when I questioned the charge since I had road hazard warranty, she pretended not to realize I had the warranty even though she had a copy of my tire invoice in her hand. About three hours later (I was a walk in), Moe informed me that the mechanic had found three nails in my tire and according to their policy the tire had to be replaced. I requested to see the three nails and she summons the mechanic who told me he had already plugged the nails before he realized that a new tire had to be purchased, and thus could not show me the extra two nails. I knew my tire only had one nail in it.

I am a female senior citizen and Pep Boys decided to take advantage of me. At that point I should have left since I had been there practically the entire day. I decided to leave the customer service lounge and go outside. I found my car in the same space where I originally parked it. My car had never been driven in the shop for repair. I questioned Moe and she said they had moved it, but returned it to that space because they had to discuss the three nails with me. Why had the mechanic removed the nails prior to allowing me to view them? It was nothing but a lie and pure deception.

I returned to the lounge near all of the new tires. I never saw any mechanic come for a new tire. I realized that I was not going to receive a new tire, only the plugged tire that I initially brought to Pep Boys. I walked around the back of the shop and watched the young man remove my tire. When he noticed me watching, he walked inside and returned with a brand new tire. Had I not been watching, I truly believe he was going to plug that tire which only had one nail.

I was charged $72.67 which included a steering suspension evaluation which was never done. My invoice is as follows: wheel balance $12.99; road hazard warranty $11.73; rubber valve stem $3.74; steering suspension evaluation $19.99; scrambler (road hazard) $20.24; VA tire recycling fee $ .50; and shop fee $1.59 and tax of $1.89. At no time did Moe discuss any of those charges with me. This was my charge to repair a nail in a $79.99 original price tire.

I contacted customer service and they have not even responded to my concerns. I only wish I had read some of these concerns prior to ever going to Pep Boys. After reading other reviews and complaints, I now realize this may be a common practice at all Pep Boys. I feel so stupid for allowing this to happen to me. This has been a costly experience for me but I truly hope I can prevent someone else from being taken by Pep Boys' unethical practices. I will never return to Pep Boys - not even for the free services (tire rotation) associated with purchasing four new tires. I had always purchased my tires from Merchants with no problems whatsoever. I went with Pep Boys this time because of the online sale price of four tires. I will return to Merchants and pay for the tire rotations and any other problems rather than utilize the $41.96 road hazard warranty I paid Pep Boys for the four tires.

"Okay, first thing to remember is that everything on the Pep boys print out was just a 'recommendation' probably based on the mileage of the vehicle....which was practically nothing. Here's the break out:

Front brake pads were not 2mm thick; they were more like 6mm....possibly 8mm. Practically brand new and still had the bevel on the outside of the pads. Rear pads were the same....still had the bevel on the outside of the pads. Front and rear pads didn't even show the slightest sign of cracking. Driver side front lower brake caliper slide bolt was not re-installed after brake inspection, and held by one slide bolt only. Rotors have no indication of cracking or bluing from overheating. Pulsating at the brake pedal, nor shimmy at the steering wheel is felt when brakes are applied. The requirement to turn rotors may not exist (recommendation).

Brake fluid in reservoir appeared to have the same color and consistency as fresh fluid from the bottle. The requirement to evacuate and replenish brake fluid may not exist (recommendation). Front right strut showed no sign of leakage. Front left strut had minor accumulation of dirt on lower section but accumulation did not appear to be caused by oil leaking from strut. At best, the only thing that might have been needed was a spray down of each brake unit with brake cleaner.... which was done. Even that may not have needed to be done as the presence of brake dust and such was so minimal. Hope this helps."

I HAVE ASKED CORPORATE TO PAY FOR MY NEW FACTORY BOLT ($20.00) BUT I COULD HAVE BEEN IN A SERIOUS ACCIDENT DUE TO THEIR NEGLIGENCE!!!

I get no phone call. I decide to call them about 1 pm. Yes, the car will be ready in a couple hours. Call back at 7:30 pm. They close at 8pm. "Um, what it is that we need a special tool and the only mechanic That has the tool Is not here today. We will have your car ready tomorrow." Monday afternoon comes around. Yes, it will be ready today. I call back at 7pm. Yes it will be ready in a hour. You can come in now. I get there to be told that it's a problem, that it will not be done today. So I tell the manager when I brought my car in that it was explained to me that it was an easy fix.

That manager stated that the person that was assigned to my car was not even knowledgeable of my car engine and how difficult it is to work on. So I come back the next day to get my car. Couple week later, I had to keep filling my power steering fluid up. Come to found out it was never my valve Cover gasket. My power steering line had a leak. I take it back. They say it's nothing they can do about it. I'm going to take them to small claims court.

When I picked my car up and went to use the windshield wipers, wires were hanging out of the engine. They said it was the old wires and they replaced them? I went in for my tires? The next problem is that I kept hearing a metallic scraping sound and pulled over and found that my transmission fluid spout used to add fluid or check fluid had been deliberately cut, yes cut off and that was dragging under my car?

Of course Pep Boys denied any liability for it and I had to file a police report with the Coral Springs police department, call Pep Boys corporate and will file a civil suit. Get your car checked if you had service at Pep Boys. When was the last time you actually checked your transmission fluid level? I would not have noticed this if it wasn't making noise? What would be the benefit of this for Pep Boys or the mechanic?

About $2500 for a new transmission... One of the highest end things they do? Just think every puddle you hit splashes a little water up in to the engine and drop after drop floods your transmission fluid with water and ruins the transmission over time. Then when it fails, you go back not even thinking they did this to your car? Seriously, just take a look at your car to see? Hopefully it was just a rogue angry mechanic and not a business practice at PEP Boys.

So now the tire manager ** says he would order and have by Friday or Sat. but the cost is now $4 more per tire, like a sale went off and he could do nothing (more **) so I say get them and they will call me. LOL So Saturday I call them because they had not called me, and the guy goes to check and comes back with “I'll have to check more and call you back”....and no call back! Needless to say I'm going elsewhere and I'm writing this for everyone else. The P.S. to this story is I called today to make a complaint and the guy I'm talking to can't speak English and tells me he's in America and no supervisors are working today. Now I'm not saying this store has a bunch of non truth tellers working for them but... yes I am. Anyway take your own chance with them.

Now, I knew about the tail light and I remembered months ago that the dealership told me that the CV boot had developed a crack and that I would need to get it replaced. So my bad for forgetting and getting to the point where it tore open. Knowing that this was a lot more money on maintenance than I had hoped to spend, I had to prioritize. So they finished the oil change and charged me for that. The service guy told me that he had to order the CV boot and the sway bars and told me how much it would all cost with labor. So I say to order the parts and I'll come back the next Friday afternoon to get them installed. He says sure.

I look up prices for the parts, knowing that I'd get a better deal if I bought them online. But I don't know enough about the specifics of the parts for my car to really do that, so I decided to bite the bullet and just let pep boys fix that stuff, despite the fact that I could get the parts for 30% less online.

The following Friday, I had to work late so didn't take my car in. The next morning, Saturday, I go to Pep Boys and the same service guy, Eddie, says he never said he was going to order the parts and that I never said I was coming back. I'm pissed, but maybe there was a miscommunication, so I let it go. He says he will order the parts and have them for me the following Friday.

During the week, I call a local VW service place and ask them about this stuff and the owner tells me he has never replaced "sway bars" on a VW less than 20 years old and doesn't think I should need to do that. That makes me suspicious, so I call Pep Boys and ask about my parts. Eddie says he's having trouble finding sway bars (something I found in about 10 mins online), but the CV boot would be there on Friday.

I go that Friday, 2 weeks after my oil change, to get the CV boot installed. This is when I find out that they aren't replacing the CV boot, they're replacing the ENTIRE axle. That was never explained to me. But anyway, they take my car back and about 30 mins later, they tell me that they have the wrong axle. Apparently, they bought the right one but the warehouse sent them the wrong one. I'm even more suspicious now, but he tells me that there's another store in the area that he can buy the axle from and have it the next day, for about $40 less (why that wasn't the part I got in the first place is a damn good question), but because it's not one of their affiliated stores I'd have to pay for it up front before he could order it. So I pay for it.

I come back 2 days later, on Sunday morning. Eddie isn't there but the axle is and another service guy (whose name escapes me) takes my car back. They fix the axle finally and I pay the amount I was quoted. Then the new service guy explains all the things they found wrong with the car. This is why I put "sway bars" in quotes earlier. The new guy explains that it's not the sway bars, but the strut and control rods on the front of the car that need to be replaced and it's the failing control rods that are wearing out my front tires.

Knowing what I do now, there is no way I'm taking it back to Pep Boys because the person I dealt with until the last minute was forgetful, inaccurate and not informed. And to put the cherry on top, I noticed a few days later that they didn't completely re-attach the skid plate on the front of the car, so the inside corners are hanging down, catching on the inside of the wheels when I turn sharply. All in all, never going to Pep Boys again.

Customer told Pep-Boys we needed the vehicle the next day. I was told then it be another hour before it will be ready for pick up by 7.30 pm. The vehicle was ready by 7.30 pm as promised. A family member drove the vehicle next day and complained power steering was not working almost got into fender bender at the parking lot. Vehicle started making rattling noise when started and grew louder when steering wheel was turned. Customer continue to observe until Saturday when customer decided to pop hood open to find out cap was blown out of the power steering reservoir with trace of fluid all over the engine. This customer decided to bring it to the local car dealership to be told of the poor auto job done at Pep-Boys after engine diagnostics. Let it be known that this customer will never trust and make business with any Pep Boys Auto Repair Shop. Consumer beware.

I proceeded to change both calipers just to be safe but after I bled the lines and tested everything, the caliper was STILL leaking just as much, if not more than it previously had been AND my brakes completely went out on me with that caliper leaking so much. I did the reasonable thing at that point and took my car to a TRUE and TRUSTWORTHY mechanic to find that the caliper was defective out of the box. Understanding that this is not entirely Pep Boys' fault as they had no idea that it would be defective, I called to order a replacement to only be told that I would have to make several trips up there so that they could verify that it was defective before even replacing the caliper which they would have to ORDER and might not get in for 3-5 business days!

As a full-time student and employee, being out a vehicle for a week isn't exactly an option for me. Not only did Pep Boys swindle me out of over $200 for parts, they have the WORST customer service skills I've ever witnessed and are NOT very knowledgeable about the parts in the first place. Do NOT trust anything the "mechanics" at Pep Boys tell you about your vehicle AT ALL!

I was very upset they had not checked the thermostat and told them so. With a 22 mi ride back home, my only option was to buy some water at the market and limp back home on the surface roads, careful to stop when the temperature gauge neared the top limit and let it cool down. I could only drive 2 miles at a time with this caution. I didn't want to blow my cooling system on this small engine, so I arrived home at 3am using this stop and go method. Fortunately it worked and the repair were made the next day by simply replacing the Thermostat for $14. The hoses were good and the radiator & cap fine. I've been driving this car hard since as a Pizza Delivery Driver without over heating problems.

These Pet Boys guys, the workman and the managers don't know what they are doing. They are sorely uninformed about automobile repair. This was quite simple to check out and their charge was excessive and they solved nothing and were okay to send me on my way on a very difficult drive home. I will not use their service again, because they know very little about auto repair.

I'm writing this review to warn everybody Never to go to Pep Boys. Their brand of products are horrible and they are highly incompetent and very unprofessional. They take advantage of you!!!!!! A service job on your car that should take an hour will take 2 or 3 hours because they put your car on a lift and leave it there purposely because the longer its up there the more money they can charge you for labor. They also try to find every little thing possible that's wrong with your car so they can get more money out of you and usually the problems don't really need to be fixed.

I use to work at Pep Boys and working for them was great and I have no hard feelings but I needed to move on with my life and my career path but I know all the secrets and tricks they do to take advantage of you and what they do to get the most money out of you. I also know from the inside that everyday they had multiple customers come back saying they had the same problem as they did that Pep Boys was suppose to fix when they had it serviced for that problem and Pep Boys replaced unnecessary parts that didn't need to be, etc. but didn't actually fix the problem!

When asked what was wrong with the 2 tires they couldn't tell me. I asked if they put the lock back in the car, I was told no it was in the back so the guy went and got it. I paid the bill and left. My wheel was shaking so bad I was scared to drive. It was too late to go back and I had had as much as I could take for one day. So after the Police report I went home. On December 2, 2013, I went back complaining about the shaking wheel. This is when I was informed that they only balanced the 2 new tires and that it would cost $12.00 if I wanted the other 2 balanced. I informed them that I had just paid Subaru $700.00 to get my car ready for the winter and that it was nothing wrong with it when I brought it to them but, 2 flat tires and if I had to take it back to Subaru I would ask them to pay the bill.

At this point I asked to speak to the manager ** who said they would balance them for free after hearing me go on about them saying they were going to balance the tires on November 29th. I came back the next morning for them to balance the tires. When I left the Pep Boys, my wheel was still shaking so I pulled in a shopping center and got out to look at the tires. That's when I noticed that I no longer had Bridgestones but some other brand of tire on my car. I really got upset then. My car was not fixed and I am missing 4 Bridgestone tires.

I made an appointment at Subaru and had to wait half the day to get the car looked at but Subaru said that they don't carry the brand of tire on my Outback. So I went back to Pep Boys. I called the complaint line and made a complaint and went back to Pep Boys at 4500 St Baranabas Rd., Marlow Heights, MD 20748. Immediately Mr. ** got on the defensive, before I could finish telling him that they took my Bridgestone tires. He said that I was hostile and all they could do was give me my $288.36 back.

A District manager called named James or Thomas ** but didn't leave a phone number, said he would call me back but didn't so I called him. He claims and the real District manager claims they looked at the cameras and saw nothing they shouldn't have but, my question is what happened to my Bridgestone tires. I called the complaints line again and stated even if they gave me back $288.36, they still get away with 2 Bridgestone tires because they are not on my car. I want 4 Bridgestone tires on my car. I have since filed with BBB and Pep Boys denied my claim but, I have a letter from Subaru stating that they don't carry the brand that is on my Outback and my brother and another friend who is willing to go to court and testify that I had 4 Bridgestones on my car. It's sad that with these many complaints (248) being filed against them, a business like Pep Boys is allowed to stay open and continue making money without being held accountable for their actions.

FINALLY I DO so on 11/8, it allows me to. Then, here it is 12/18....NO REBATE??? WTH? So, I call the rebate center, the person tells me I will have it by the end of December....NO REBATE on 12/31. SO I CALL AGAIN!!!!!! The person tells me it will be up to another 8 WEEKS!!!!!!! I told him this is FALSE ADVERTISING! I feel that they ripped me off $118. The rebate was approved on 11/18. Has a card # listed, not showing sent. They said due to HIGH DEMAND that they are backed-up! DO NOT OFFER SOMETHING YOU CANT GIVE! I will never go to PEP BOYS again.

It took them three days to finish the work. When I got my van back they told me they broke a bolt in the transmission pan and it would need to be fixed eventually. Hum, I thought they should fix it. I paid them enough money 700.00 cash and the rest on my new card. Then a few days past, I filled up my van with gas, I had my mom and three babies in the van all under the age of four. It was during winter and it started to snow. My mom and I smelled gas and my car wouldn't start. I kept trying again and again. About a half hour went by so I tried to start the car again the smell of gas just got stronger. Then I looked down on the ground at the new inches of snow that was on the ground and noticed a gas trail it came from my van. The gas that I had just pumped was dripping from my van all 60.00 worth not to mention how scared I was.

I got my babies and my mother out of the car and we had to go back into the restaurant while we figured out what to do. I had no money for a tow thanks to Pep Boys draining my funds. This was the beginning of a bad snow storm, all the tow truck where on the road. My mom finally decided to use her Triple A plan for me to get a tow it took the tow company four hours to get to us. Luckily my mom knew the owners to Big O’s where we had my van towed to. They told me that the gas line had not been replaced correctly, that they forgot to replace something it was a clip and they did not connect the line correctly and I was lucky that the gas line leaked in the snow.

It scared me that we were all in danger and that it took us nine hours to get home that night with three babies. I told Pep Boys about it and they just lied to my face and said it was not their fault hum. I have not been back to Pep Boys nor will I ever go back. Can anyone give me legal advice? I still owe them on the credit card. I never want to pay it because they took me for a ride. I also later found out that they broke three bolts in my transmission pan not one. I found this out when I had it flushed again a few years later.

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.