On May 3rd I went into the Fullerton store. I had a tire I needed to replace. I got the stand did paperwork and I asked if I could pay, the lady said not until the tire was put into the car.
I asked her if they took checks, she said yes. When the tire was fixed I went to pay and the check didn’t go through the computer system. She said that it was happening all day, that it wasn’t my fault, but she would need to check it in for authorization.
Then she said the authorization Dep. declined the check; at this point there was a crowd of people listening to this. I really knew that there wasn’t anything wrong on my part because I had plenty of money there, it was my savings-checking account that I only use for emergency use. I had also other debitcards but with no funds.
The lady said really clear that there was problems all day so that is when I asked for Juan the Asst. Manager. He said there was nothing he could do, that I needed to come up with the money or the car would stay.
I was really surprised and at that point I asked for Kirk the store manager, he was home and unreachable, at least when I asked to talk to him.
Minutes later this other client had the same problem at the other register, he also was upset because he had funds in his account and he was getting declined, his car was also on hold until he came up with the money, he had kids and a pregnant wife waiting in the lobby.
Anyway, I asked them to pull the tires out and /or just to pull one off; I had enough cash to buy one. The assist Manager Juan said NO, they couldn’t pull tires off because it was against the law, I can understand that, after much back and forth, they said I could apply for a Pep Credit Card, which I saw as another insult, and finally they decided to just let me buy one.
I felt shocked not even had the option of taking my own car home (unbelievable). I was very upset at this point and yes I was yelling and probably yelling nasty.
So I asked to work on my car, the Asst Manager said he was going to work on another car first(at this point I had 3hrs in store), I told him several times that It was first come first serve, and that I was being punished in so many ways.
After analyzing what happened and been a customer very regularly, I have made my mind up to never go back, I couldn’t handle another embarrassing moment like that specially knowing that I was right.
I felt no help from the asst manager Juan and he also said this wasn’t even his department, that he could careless since he didn’t handle that area.
I guess you guys hear this type of stuff all the time but I guess I needed to let you guys know to prevent someone else a bad experience. Once again, yesterday I wasn’t the only one. But I sure was punished and humiliated at Pep Boys Expense.
Thank You
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Your customer service is the worst.I have yet to receive a repply
to my 79.99 tire rebate form early May.I have sent in all required
proof twice ,received not even an answer.What is happenig or
are you guilty of false advertising? My address is 777 sw 9th ave,
Miami,Fla..Apt #316.What will it take to get a repply from you?
ruben cabrisas on June 2nd, 2008 at 9:37 am | Link
I paid $1,220.00 for the four struts that I was told I needed after I took my car into PepBoys due to a front end noise. The noise never went away after replacing all four struts. I took the car in on a Thursday to have it checked and I was told they were too busy to look a the car at the present time. I was told I could make an appointment for Saturday at noon. I made the appointment for noon and arrived at 11a.m. (one hour early). I made it clear to them that I needed the car since a family member was in the hospital and could have surgery at any moment. After almost four hours of not hearing back from Pepboys I called them twice. I was told my car was ready (they never notified me of this) and I was not given an explanation of the problem. I asked the guy on the phone again of what was making the noise and he gave me no answer nor explanation. I made my way to the shop and while I was waiting to get my keys from the shop I saw a mechanic get into my car and drive it away. I was told by the guy working there that the machanic heard no noise. So after almost four hours of waiting, no one called me to tell me the car was ready, after arriving early to the appointment I made, it took them less than 10 minutes to drive the car. No one inspected the car and no explanation of what caused the noise. I requested to speak to the Manager and a young guy could not give me a reason why they screwed the hole thing. We test drove my car and he heard the noise, he asked me to leave my car and that he would have a mechanic work on it. I told him I could not leave the car since I had to be at the hospital. He asked me to make another appointment to take the car in and that he would see to checking the car. So where is the communication? Why make an appoinment and yet get NO work done? I should pay the high price from the dealership and get better service. I will make it a habbit on a daily basis to tell people to stay away from PepBoys and share the worse experience I have had with them.
Richard on September 9th, 2008 at 10:12 pm | Link
I like how Pep Boys says they are your total car service depot. But they told me they cannot replace my heater core nor could they install a new “y” pipe on my truck. WTF’s up witdat. Either your a totla car service dealer or not.
Pretty much my story too. Went for an inspection with NO apparent problems, was told the rear strut mounts were broken. might as well replace the struts while being fixed. Almost $600.00 later left PEP BOYS with a horrible rattle.. couldnt locate myself so back to pep boys with rattle and groan.. new diagnosis…. upeer ball joints and control arms all ready uinder warranty so only 500.00 that time . Upon leaving another new and scarier noise so i just said heck with it and traded car instead of trying to get any satisfaction for them. at the same time i too my truck to the same pep boys for a squealing noise( suspected brakes) paid for brake inspection .. was told front bearing and hub assembly another $580.00. left and big surprise..squealed like a pig. took to dealer and was told sliders were frozen and pads glazed. They repaired for 250.00. and treated me better too. Also when i filled out the customer satisfaction survey online to my great surprise i got NO response. I say go there at your own risk and peril. as for me ive set foot in pepboys for the last time.
Allan RItchey on May 12th, 2009 at 5:13 pm | Link
Pep Boys has a life time warranty on parts!
Hears the catch:
a. They install cheapest quality item conceivable.
b.The part fails shortly thereafter.
c. Pep warranty issues another cheap quality item.
d. BUT YOU PAY HEAVY INSTALLATION CHARGE EACH TIME THEY REPLACE WARRANTEED ITEM.
Perfect example: Their water pumps.
Also refused to install their best brake pads which would circumvent the above scam.
Richard Kelly on May 13th, 2009 at 4:13 pm | Link
I will NEVER go to another Pep Boys.
We were at least an hour away from home and something went wrong with our brakes…one minute they seemed normal, the next, they were ’squishy’ and it took pushing the pedal to the floor to get them working at all.
Pulled in to a Pep Boys, in Germantown, Maryland.
Worst mistake in terms of vehicular maintenance EVER.
The place was disorganized beyond belief. They had no sense of customer service, basically had a F*you attitude the whole time. If it hadn’t been a potentially serious matter we wouldn’t have asked them to even wash the windshield with that kind of attitude and ineptness.
Finally they said they’d look at it but it would take ‘a coupla hours.’
We walked around the shopping center and came back 3 hours later. No one had called with a diagnosis or to get an authorization for repair.
Yeah, they looked at it, but it wasn’t important enough for them to call our cell phone number.
We needed a new brake line and they didn’t have it and we’d just have to come back on Monday. Um, we’re an hour away from home and you think we’re gonna drive this home AND BACK while needing a brake line?
It took 15 minutes of questioning to get the service ADVISOR to talke to the mechanic to determine what exactly had happened to the brake line.
I took the service advisor another 15 minutes to look up the number of the Pep Boys in Frederick, Maryland so that I could call there (it was on our way home) and inquire if they could fix it. There was no way this guy was gonna call them for me.
It took another 10 minutes for the service adivsor to even find the keys to the van.
So in the end we wasted $11 and 4 hours of our lives.
But we learned a valuable lesson…NEVER EVER GO TO PEP BOYS AGAIN.
I am grateful they didn’t have the part, btw. Because I wouldn’t have trusted any repair they did at all.
M on June 15th, 2009 at 6:55 am | Link
I dont go to pep boys that often but thats not the point. You have no way of calling your bank on your cell ? That would be the first thing…I could go on and on …
big guy on January 9th, 2010 at 5:45 am | Link
i puhchased a $1200 go kart from pep boys and purchased the insurance on 1/30/2010. i contacted pep guard on 2/1/2010 and was told that my in insurance was not showing upin the computer further more that i should return the go kart to have the wheels replaced because it has been less than 30 days since i purchased the item or i should get a refund.i was alsotold the the insurance that purchased did not cover it only cover the internal motor,but i was told by pep boy employee that it covered the go kart entire.it is only 3 days after purchase and smothing needs to be done.
michael lewis on February 2nd, 2010 at 2:45 pm | Link
i puhchased a $1200 go kart from pep boys and purchased the insurance on 1/30/2010. i contacted pep guard on 2/1/2010 and was told that my in insurance was not showing upin the computer further more that i should return the go kart to have the wheels replaced because it has been less than 30 days since i purchased the item or i should get a refund.i was alsotold the the insurance that purchased did not cover it only cover the internal motor,but i was told by pep boy employee that it covered the go kart entire.it is only 3 days after purchase and smothing needs to be done.
michael lewis on February 2nd, 2010 at 2:47 pm | Link