Complaint Review: Pep Boys Service

I will start this report by saying I am a CAR guy.  I love cars, I race cars, I live for cars.  A few weeks ago I took my beloved daily driver in to Pep Boys in Bloomington, Indiana to have my left front suspension inspected and a check engine light.  As a race car driver, I understand when a part is failing, normal operation of a part does not include knocking while traveling over a bumpy surface.  Over time this knock had become worse, so I knew it was time for something to be done.

I went to the facility early that day, 11ish in the morning, and the service center was a mess.  2 men working the counter with 10 people in line.  They said it would be serveral hours before they could get to my car so I set up an appointment for 6pm that evening.  I drove my car back home, and then checked all fluid levels prior to them touching my car, because I don't normally trust others with my vehicles, but for this situation I made an exception, which I'm now deeply regreting.  Went in that evening, dropped the car off and told them what I wanted done.  For sure fix the problem in the LF suspension check the reasoning for the check engine light, and while it's up in the air, change the oil and coolant.  They took my keys and said they would start that evening and finish in the morning.

They call the next morning and say the car is done.  I go in, and I'm told I brought the car in empty of oil (lie), that nothing was wrong with the suspension (which I didn't believe), the check engine light was for a cam position sensor, and that there was mild blow by and causing minor smoke.  Which was odd considering my car ran fine WITHOUT smoking prior to entering their facility.  They quoted me at something crazy like $300 to change the sensors which is a total rip off in its self.  I declinded that service and proceeded to get my car and drive home. 

As I'm driving home I come to a stop light, and my whole car is surrounded by blueish white smoke.  The vaccuum gauge on my dash reading severe vac leak.  I baby the car the rest of the way home (less than 10 minute drive) and once I get home I immediately check the oil.  Over filled.  Oil was everywhere in the engine bay.

I then call the service center.  Told them my name and what car I had, and before I could get much else out, the manager quickly chimed in with "I'm wathcing the video right now, that car was smoking when you brought it to us".  Keep in mind this was said 15 seconds after I called?  First red flag.  

After talking I come to find that my car was left outside all night, below freezing temps.  The manager tried passing off the cold morning vapor smoke as the same oil smoke that my car left the facility with.  Right there tells me that they often try to belittle their customers intelligence.  Obviously they didn't realize I have my Bachelor of Science degree in Automotive Technology Management.  

The more questions I ask the more I find troubling about the services they provide.  I apparently paid them $20 to just look at the suspension, tires weren't removed, and the knock still was happening on the drive home.  

I asked the manager if there could have been any possibility that my car could have been overfilled.  It is an import with an uncommon engine type, and he said it could have.  I ask if they get many of my type of cars, and he replied with no, mostly American cars.   Then once I had a chance to speak with the techinician that did the work I asked him if he worked on these cars often.  He replied with an attitude "Everyday, Everyday Bud", which was rude considering that isn't my name.  I asked when did the car start to smoke, and was told it started to smoke during the coolant exchange, keeping in mind the manager tried passing off the cold morning smoke.

So at this point I'm on speaker with 2 managers and the tech, and ask them what can be done.  This is Sunday, I have to be at work Monday, and that Tuesday was New Years so they were closed.  They told me that their master tech comes in on Wendesdays and if I can have it towed there he will look at it and let me know was really going on.  

The car gets towed in to their shop on Wendesday to have the master tech look at it.  I get a call saying the Turbo is bad, all the seals are blown, the intercooler needs to be cleaned out due to being filled with oil, and that the engine needs "replaced or a major overhaul".  KEEP IN MIND MY CAR WAS RUNNING FINE PRIOR TO ENTERING THE FACILITY.  In total shock of what I was just told, I ask so what can be done now?  And I was told they could fix it or they will help find someone that can.  I then said "So I bring you a running car, pay $165, and I get a blown up car in return?", and the manager's repsonse was something along the lines of, "basically yeah, thats where we are at."

Totally disgusted with the whole situation, I have the car towed to another service shop in town where it's sitting until I can somehow figure out how to pay for these ridiculous and totally unexpected repairs.  I've been without a car for a week, and I'm looking at $10,000 in repairs and labor if their "Master Tech" is right.  

If anything good will come from this report, it's that no one will waste their hard earned money on Pep Boys.  They don't care at all about the customer, they have one goal in mind, themselves.