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Pep Boys

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Louis of Baldwin, NY July 8, 2009

I purchased a new set of tires from pep boys, as the original set on my 2006 Honda Civic were worn and needed replacing. This was on 06/22/09. After purchasing a set of 4 Futura Touring tires I was assured that the tires were new and of a high quality. I left New York and began to drive to Atlanta GA to attend a wedding on 06/27/09. On the evening of Friday 06/26/09 I was traveling through North Carolina at approximately 70 miles per hour when my right rear tire blew out, causing me to lose control of the car and crash into the woods on the side of the highway. I did not hit anything that would have caused damage to the tire, it simply blew out for no apparent reason.

Gretchen of Dallas, TX July 1, 2009

My husband and I went in to Pep Boys to get the oil changed. I have had problems with Pep Boys in the past. About 15 years ago they refused to give me my cores on parts they told me I had to replace - I strongly suspect, but have no proof since they didn't give them back even though I specifically asked for them - that they didn't need replacing. I have boycotted them until this oil change. I decided since this was a different location and time had passed (and the price of the oil change was good with a rebate), maybe things had changed.

The first problem was that the store initially tried to charge me more than advertised for the oil filter - I have a GM model car (not a performance car or anything). Who says that GM filters - the most common brand of vehicle - cost more than "standard" filters, and why wasn't this disclosed up front? I challenged this, and they did change the price. Afterward, I submitted my rebate forms and receipts. I am a lawyer and so is my husband; we keep copies of everything we mail, and we are aware of "fine print." I followed it to the letter. About the time the rebate was to come (4-6 weeks), I got a postcard in the mail that our rebate was being denied because the documentation we submitted did not show a qualifying purchase. I called the number on the card and the woman I spoke with said there was nothing wrong with our paperwork and processed our rebate the same day. I am now waiting on the check (should be coming in another 4 weeks). In my opinion, this was at best an unreasonable delaying tactic on their part, and at worst a deceptive business practice of not honoring rebate requests even if properly filed.

I hate to think how many people have also properly filed their paperwork but won't get their rebates because they didn't get their postcard, they didn't call to follow through after getting a similar postcard because they thought it wouldn't matter (or they didn't have their documentation or copies), or had a language barrier, or some other reason. I think Pep Boys is taking that chance that people are not going to be able to document what they have sent in and they (PB) can just say "Oh, well - too bad" rather than just honoring the legitimately filed rebates they have advertised.

Karen of Florence, KY June 16, 2009

On 5/6/2009, I took my 2004 Yukon to PEP Boys because the brake light and ABS lights was coming on. After they looked at the vehicle, I was told that I needed front and rear brakes. At that time I asked them to replace a belt pulley on the engine that was squealing. I was told the total cost for repair would be about 1,200.00. I agreed to the repair. The brakes, serpetine belt and 2 pulleys were replaced. I payed the charge of 1,207.59. On my way home from PEP Boys, the brake light and ABS light came on again. I called PEP Boys and took the vehicle back on 5/7/2009.

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

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

Whne I picked it up again, the constant belt squealing was gone, the brake squealing was gone, but the brake/ABS light was still on. Robet told me he had no idea what was going on with the light and I said, "that was the original problem". He went on to say that they had to replace the serpentine belt and front brake pad again. I drove my vehicle away and about 4 mile down thr road the brake/ABS light came on and4 days later on 6/12/2009, the brakes started sqealing again.

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

Adrian of Dallas, TX May 2, 2009

i called pepboys to see how much they charge to replace my battery cables on 96 ford he told me 130 dollars plus labor. that why there are not alot of people using pepboys anymore.

Chris of Huntington Beach, CA April 7, 2009

Chris of Huntington Beach CA (04/07/09)
Took my truck in for a front end alignment and after only 2 weeks my car was making rattle noises and wheel wobble and pulling. I checked the front end closely and found that the shim were falling out and that they put in wrong or in the wrong location. I returned to pep boys and talked with the service manager Sal Hanna, I tried to show him the problem and pointed out the reason for the shims falling out. They were not put in the right location. I explained to him that you cannot put a flat shim in between a concave and convex place. It is a no brainer. Sal didn't really look closely at it and stated they probably had to do that for some reason. I simply said NO SIR THAT'S WRONG AND THERE IS NO REASON FOR IT TO BE DONE WRONG LIKE THAT CHECK YOUR BOOKS PLEASE. Sal just mumbled I'll have the tech check it.

I thought he noted it for the tech. When I returned to pick up my truck I looked it over and found they had done the same thing again. I went in and talked to the customer service guy Jim and tried to explain and wanted him to look at my truck to show him the problem, he just said I am not a tech so I wouldn't know so he went and got the tech who did the work. I tried to show him what he did wrong twice now he was just ignorant to the fact and just said go talk to the manager that's the way it is.

So again I went back inside to see the manager tried to talk to him and he was not helpful he said just a minute then disappeared for about ten minutes , while I was waiting I found a repair book for my truck and looked it up and found the info covering e xactly what I was talking about. When he came back he said he talked to Sal and he said it was right, So I tried to show him the book to show him it was incorrect the way they did the repair needless to say he would not look. I told him if they were not going to do it right then I wanted my money back so I could get it done right. He left again and the came back he handed me my money and here sign this and don't come back. Rather than take care of the problem and do it right they chose to ignore their mistake and treat me as if I was the one who had done something wrong

Two days of work missed, still need to take it to a shop that has a tech who knows what they are doing and one more day now.

Kysha of Springfield Gardens, NY April 3, 2009

Kysha of Springfield Gardens NY (04/03/09)
I went to Pep boys on Friday April 03, 2009. I arrived at 8am, I spoke with the customer service agent Andrew and told him that I needed new tires. After a few moments of speaking with him I told him that my car was making a noise and my mechanic said that it may be with tires or the hub. Andrew said that it might be the wheel bearings but dont worry about it we are going to double check the issue. About an hour later Andrew said that my car was ready, they changed the tires and oil, I asked him was my car still making that noise, he said yes.

We drove around in the car and came back to the shop and he put it on the lift and then twisted the wheels and pressed the gas. The mechanic said that it is the wheel bearings and I asked him to show me the problem, he said that he cant. I asked what if it is not the wheel bearings, Andrew then said that they will put the old bearings back on. When we went back to the customer service area I asked Andrew is it policy not to tell the customer what is wrong with the car. He said that because he provided me with a courtesy by checking the car then he was not obligated to tell me what was wrong. I asked him was that policy?

I further stated if there is something wrong with the car then he should have told me what it was and gave me the option to either change the tires or the bearing. I would have changed the bearing and not the tires, since the tires werent the problem. He said that I asked for tires. I said at first, then I explained the problem with my car and you told me that you were going to double check the issue. He said that because he did not charge me to check the issue then he is not obligated to tell me anything. I said but my car is making a noise. I asked him to take off the tires so that I could get the wheel bearings done, he said that he cannot do that.

Due to this I am economically out of 198 and now I also have to pay to get my wheel bearings replaced. I would like a refund of this amount because I did not need tires

Bob of Pompton Plains, NJ April 2, 2009

Bob of Pompton Plains NJ (04/02/09)
On March 15, 2009, I was driving on the highway when I heard a pop and say steam come out of the engine. Pulled over and called a tow truck. This happened around 3 am so it was towed to Pep Boys. On Sunday, Pep Boys checked out the truck and said I had a blown radiator. Luis also said that he would not be able to get it till Monday. So I stayed at the hotel next to the place. Monday the job was supposedly fixed. I picked up the truck and drove a total of 6 miles and now the exact sme thing happened.

It took also a week of calling to finally get from them that they now said it was the heads and that the heads were warped and it would be an additional 1500. I flipped. Then after calling and calling corporate, who are a waste, they don't return calls either, they said they would do the work for free. Another week goes by and still no truck. Now the Service manager Eli comes back with we will replace the engine for free. No calls and no a week later he says pick up the truck and that they are not replcing the engine. They do not stand behind their words.

Engine has a terible knock 1,000 for repairs which might not have been needed (Pep Boys never showed me the bad items) 1,028 for a rental car

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