Complaint Review: Pep Boys #0069

On November 6, 2012. I took my 2002 Lexus Es 300 to a Auto repair shop because I smelled burning oil. The mechanic checked it out and said it had a small oil leak and that I needed my Valve covers replaced. First he checked out the oil pressure and it was fine. He then showed my husband exactly where its located and what the job entailed. He quoted $600 and told us to let him know if we wanted him to do the job.

While my car was still at the shop I decided to surf the net to see if I could  find a better deal. Pep Boys popped up and they also had a coupon for 10 % off of any service. I called got a quote of $380, I called my husband to get the ok and he said that he didn't have a good feeling about it and I told him that we could use the savings and he hesitantly said yes.

I went and picked up my car took it straight to Pep Boys and I told them what I needed done and they told me the Job will take five hours and they would call me when its ready. I received a call from the service Manager saying that I needed a intake gasket and it wouldn't cost any more for labor and I agreed  because the  mechanic also stated that we should have that replaced while doing the repair.

I was called at 7:00 and told my car was ready. I went right over paid got my keys and went to take my car home. As soon as I started my car white smoke billowed out everywhere. I drove out of the parking lot and I knew my car should not be smoking like that. I did a U- turn and went right back inside and told Mr. Slaughter what was going on and he pulled my car back into the bay and put it up on the lift. He came back and said it was oil left over from the job and that I should drive my car and It will eventually burn off. I asked him can I pay them to get the oil off and he said for me to buy a $3 can of break fluid and he would spray it on the car. I agreed, he sprayed and sent me on my way. I did what he said and drove my car around town trying to burn the oil off. To no avail my car was smoking profusely and I kept driving not knowing that my car wasn't fixed right. I got about 3 miles down the road and it felt like my car was losing pressure and was about to cut off. I pulled into a service station and a guy pulled up right beside me and told me to pop my hood. He got a flash light, looked in and said oil is coming out of my engine, I told him that I just got my car fixed. He  said you need to take your car right back to whoever fixed it. 

I let my car sit for about 20 minutes before trying to make it home. My car was still smoking bad and was still  feeling like it was going to die.. I eventually made it home. By this time Pep Boys was already closed. It was nothing I could do but wait until the morning. I got up in the morning and oil was on the ground under my car. I started my car and It was knocking so bad it sounded like a tractor. My car has never made any noises, its so quiet that I would sometimes turn it twice because it didn't sound like it was on.

I was on my way to Pep Boys for the third time and on my way my oil light came on, Check engine light and my wheel locked up and my car died. I tried to restart it and it would not do any thing. I was digging around in my purse to find my cell phone and discovered that I left it at home on the charger. Some guys helped me push my car to the side of the road and I proceeded to walk home , very angry at this point, luckily it was only a twenty minute walk. 

 I made it home called Pep Boys and they told me to call a tow truck. I said I'm not paying for the tow and the manager said maybe they didn't hook something up right and If that's the case its on them. Tow truck came and we followed truck to shop. Service man said it will take 15 mins. to check the car out. 15 minutes later he came in the waiting area and said long story short, The gasket cover was put on wrong and it shifted and that's what caused the oil to come out and get  into the spark plugs that's why the car died and they would cover the tow and redo the job and it will be another 5 hours. I was relieved.

This is when all Hell broke loose.

Mrs R. your car is ready and by the way your oil light is on, check engine light is on and your Engine is starving for oil and your engine may lock up if you drive it. I went Oh No., got off the phone, went right up to Pep boys. My now $38,000 dollar car that I had four more months left of paying $528 a month is now needing a new Engine. I wanted answers and wanted them now.


 That's when the lying began. Service Manager Ha Nguyen said that my engine was bad when I brought it to them and driving my car with the part not on right would not cause my engine to mess up and my oil pressure was bad and that my car seemed like it never had any oil changes and that it was just a coincidence that my engine went out right after they did the repair. This is also a kicker he then informed me that the technician was supposed to tell the cashier to tell me that when I picked my car up that I shouldn't drive it, but the cashier had  forgotten to tell me. Mr. Nguyen was throwing lies left and right because he didn't want any part of being responsible for fixing my car.

 We both said Wow, you really expect us to believe that. They didn't know that it was diagnosed on the same day we took it to them. We refused to take our car off the property until they fixed it. The mechanic who checked out our car also does repairs for Pep boys and he has an account with them. He even went  and talked to  the service manager and told him the Psi reading as well as the good condition of my car. Mr. Ha Nguyen still didn't budge. Mr. Nguyen also told him to tell us to get our car off of their property or they would have it towed off and they don't care about losing one customer and we can sue them if we like but they have several lawyers who will shut us down.

 This infuriated me. I filed a report with the BBB, contacted customer service and they emailed my complaint to the same incompetent service manager. I contacted them again and they the put me in touch with Kevin Driskell District Manager for Pep Boys. I thought that the ball will finally  start rolling, little did I know, This  nightmare was going to continue. He contacted Mr. Nguyen and he told him the same bogus story. I then informed him that I had all my Service Records for my car as well as the Report from Raleigh Auto.

Mr. Driskell said he would review the information and get back with me. Once all the proof was provided, I never heard anything back from them. This ordeal has forced me to catch the city bus to work, as well as Doctors appointments and every day running around that I could not do without any reliable transportation. Not even an offer of a rental car or anything while this issue was being investigated. No concern what so ever from Pep Boys. Nothing,.............. The BBB also tried to reach out to them three times also no response.

I am not looking for any monetary gain, I just want my car in the same working order that it was brought in. I have never known of a company who is a well known establishment whose only goal is to take consumers money and have service members working on vehicles who can't even perform simple break jobs, repair tires or oil changes. I don't even know why they have a customer service department or claims department because the customer will never get any satisfactory results claims are always denied, and they treat you like they are the victims. 

I contacted the local news station and I was put through to trouble Shooter and news reporter Derrick Waller. He is working with us about our experience.  We were all waiting to see if Pep Boys would make right this tremendous disservice  before going through with it. BBB then emailed me and informed me to pursue it legally and that is what I did.  12/ 12/ 2012 I went to my local Court House and filed Suit. I also went to local Sheriff's Department to have Pep Boys served as well as by advertisement in The Raleigh News Observer. 

I even gave them the benefit of the doubt right before I filed I phoned, emailed and faxed as well as right after. Still no response. Word of mouth is very powerful. My court date is set for January the 14, 2013. In my line of work, I deal with Big Wigs every day and I make it my point to share my story with everyone I speak with.I also made flyers and I pass them out to everyone I come in contact with. I also Have  family members who work in the Auto Industry in Raleigh Nc.  They tell all customers to never  have any service done at Pep Boys!!!

In the future please keep all your service records, Please do research on any company that you are going to hand over your investments too. And Please follow up and don't be afraid to take them to court.


                     Total losses since 11/11/2012 

 Repair                                                     $429
 Rental car                                               $300 and counting 
 Engine with 1 year warranty plus labor  $5,700
 Court cost                                               $96
 Sheriff fee                                               $30
 Advertisement                                        $30
 troubled damages                               ( priceless)