pep boys Lied about price, defective products, poor service, NO ACCOUNTABILITY Los Angeles , California
It was a nightmare from the beginning.
1. The Assistant Manager, Anthony, quoted one price to fix my clutch, then lied and tried to charge me hundreds of dollars more.
2. After the car was supposed to be "fixed", when leaving the service station, I could tell there was a problem with the car driving off the lot and had to wait for it to be fixed again.
3. Within a week, my car experienced problems I never experienced before. It was turning off in the middle of the street. I had to go back a 3rd time.
4. The service station never replaced the cover underneath my car. I filed a complaint with customer service and was promised by the manager, Adrian, that he would replace it, and never heard from him again.
A clutch is supposed to last 50-60 thousand miles. Less than a year and 8 thousand miles later, my clutch blew out as I was exiting a major highway, which is dangerous.
So since there was a lifetime product warranty I took it back to pep boys to see what and why my clutch blew out of no where. I was greeted by the same scamming assistant manager, Anthony, who informed me that the product was defective so it was covered, but I would have to pay full on the labor. They didn't even diagnose the problem with my car at this point. How does he know there's a product failure? Does it happen all the time? And he told me that when they get the complaint from customer service, that they were just going to send it back to them as if there were no point of complaining.
Then, when speaking to the same lying manager Adrian, he told me that if I was unhappy with the service, to go somewhere else. I asked if there was a way to lower the labor cost since I paid it last year, and incurred so many problems do to their service of the clutch within the last year, he told me they run specials on the internet and to look them up myself. Being that they have fixed my car three times within the past year for the same issue, they should have diagnosed the defective part while they were working on it, and therefor, it's a service issue. He also wouldn't connect me to his manager. Horrible customer service, rude, and condescending.
After complaining to customer service again and requesting to speak to an area manager, I still have not heard back from anyone. It's easy math. They put in super cheap horrible parts and charge you for the labor when the parts are bound to fail. Scam.
Between the double labor cost, the part, and the time and energy to get this fixed...this is costing me a fortune.
Look this store up on yelp, other customers have experienced the same thing. Liars and cheaters...it's a shame.
1 Updates & Rebuttals
LEE
Loogootee,Indiana,
United States of America
Ripped off? I dont think so.
#2UPDATE EX-employee responds
Wed, November 30, 2011
First of all when you had this work done the person involved most likely offered you an extended warranty covering the LABOR up to one year, OTHERWISE its covered for 90days or 4000 miles, which ever comes first. Now also understand you most likely were sold an re manufactured clutch. If so some have issues, a little research might provide you with more information and such. As for labor, just how long should a labor operation be warranted for, your tv, refrigerator, etc generally have 1 yr parts and labor and you could have purchased it, you didnt and GOT 90 days or 4000 miles. Now, should he have offered some extra help because you went the cheaper route, no. Should he have offered a discount or something, well it depends on his stores upper management, and just how close they are looking at discount numbers. You were going to get a repair, you would get parts for free and ANOTHER 90day/4000 mile guarantee. For only the labor price. Were you ripped off, no. Was it good service, possibly, or you just got luck of the draw and got a defective part. But you WERE NOT RIPPED OFF, just not satisfied with getting average service. This complaint really isnt valid. But then thats why some people never get satisfied. And there are lots of fly by night people who will try to do repairs for free forever, but those dont stay in business. Is this defense of Pep Boys, no, just stating a fact. You got contracted service with proscribed warranty, labor warranty was out, parts warranty still good. Wasnt bad service.