Horrible Repair Work! Horrible Customer Service!

I've had my car back into this location 4 times to repair my car. They've taken $2500 from me and have YET to fix my car. They replaced many parts that I am certain didn't need replacing. They've broken my engine and replaced it twice. They've taken a month and a half (so far) to make these so called repairs and have YET to get the job done right. Today I took my car BACK because, despite my replaced engine, the check engine light comes on, the car dies if it is running in park AND they actually gave me the car back without ANY antifreeze!

Customer Service is an absolute joke. Even management is completely unsympathetic. They never call you back; I've had to call daily to check on the status of my car only to continue to receive more bad news. I cannot believe that they are allowed to perform any services at all. They should stick to selling parts. Unless you need tires and MAYBE an oil change, stay as far away as possible from this Pep Boys.

Ohhh, Pep Boys... NEVER AGAIN! Despite hearing not-so-great things about them in the past, I'd go there frequently simply because the hours are convenient. Last weekend, I took my car there for an oil change and a State Inspection. I also noticed some stiffness in my steering wheel; mostly while backing up, so I had them check that.

Well. They quoted me $1400 and told me I needed a WHOLE NEW RACK AND PINION on a three-year-old car with only 58, 000 (that has never been in an accident). They also FAILED my car on the safety inspection and told me this needed to be replaced before they'd pass me. They said it was, "a huge safety issue and I shouldn't be driving my car."

I didn't even know what a rack and pinion was, but I was SO freaked out! Anyway, I definitely didn't have $1400, so I called my car's manufacturer all frantic and upset hoping for SOME sort of help. They told me they needed an official diagnosis from the dealer first, which is completely understandable. My car passed EVERY SINGLE DIAGNOSTIC TEST the dealer ran on the steering system. They found NOTHING wrong with my vehicle--other than my tires desperately needed replacing. I knew I needed new tires, but I didn't realize they were SO bad that THEY were causing the steering tightness! They increased the tire pressure at the dealer which RIGHT AWAY made a huge difference in the steering.

Yesterday, I went to a trusted independent mechanic (recommended by two of my co-workers) who installed four brand new tires and told me--AGAIN--there was absolutely NOTHING WRONG WITH MY RACK AND PINION! He also told me that even if there was, there is NO WAY it would ever cost even close to $1400! (Oh, and by the way, he PASSED my car on the state inspection--which I should have passed in the first place at Pep Boys!) My car is fine now.

I am FURIOUS!! Pep Boys not only caused me three days of stress and money-worrying, but they had me second-guessing my car's manufacturer that I've been loyal to and trusted for many years! Plus I was scared to even drive my car! Not only that, but I dropped $96 on that oil change, the failed inspection, and their diagnostic fee. The oil change I'll pay for, but I WANT MY MONEY BACK on the rest! Shouldn't someone who "knows about cars" simply suggested tires FIRST before going all "rack and pinion" on me?

Moral Of My Story/Lesson Learned = NEVER GOING TO PEP BOYS AGAIN!

I tried to buy not four but eight tires at the local Pepboys at 1006 New Britain Ave. in west Hartford Connecticut but guess what? I couldn't do it. Why? I was paying in cash? But I was told that I had to either have the cars with me to do the work immediately or take the tires with me in my freakin trunk. I was buying the tires for my wife and daughters cars for them to stop in the next two days for the installation. I had hoped to save them the problem of deciding what tires to have on their cars by buying them upfront. No deal. I was told this is against policy. When I pressed, I was told by "Tony" that they never did this in case they had a car on the rack that needed additional work after they had started on the tires. Now these jerks already had me on the hook for alignments, stems, balancing and god knows what else but still not good enough. You decide, these a--holes wanted to hold two cars hostage for some additional BS work or charges. Well guess what, Goodyear was happy to sell me eight tires accross the street. STEER CLEAR OF THESE CHEATS AND THEIR "POLICIES".

To whom this may concern;

This letter serves to file a formal complaint against the upper management of Pep Boys of California. Specifically against Ray Navares, the regional or Area manager of the Sacramento area which also includes the Reno / Sparks, NV. Area. It has become the practice to continually act in a very demeaning way, talking down to the Store and Service managers in a way they do not deserve at all. It is his contention that there is no reason for the stores to not make money.

Specifically the service departments. He has stated that either the mechanics or the service writers and service managers are not doing their job properly if they can not up sell every customer that comes in the door, any where from $500.00 to $1500.00 or more in sales. While he contends that this is to be sold as maintenance, he EXPECTS every car will need much more than they came in for originally, (even if they only came in for an oil change ) such as shocks, struts, alignments, tires, light bulbs or other accessories. If sales can not be made he blames anyone but the economy. This is not right!!!

In light of the current economic situation, people are not willing to spend any more than necessary for repairs or maintenance on their vehicles . Especially those who are now on unemployment or have reduced pay. This according to Ray is no excuse and he still fully expects sales to be made and is threatening to terminate any one who can not meet his expectations. These expectations and demands are totally unethical and also go against the code of ethics agreement that Pep Boys service personal are made to sign at beginning of employment, which states that they WILL NOT try to sell anything that the customer’s do not absolutely need.

I believe that an investigation should be made on this, to see if this is just a local happening or if it is the same across the company nation wide. It is my intention to send as many copy’s as necessary of this letter to the California bureau of automotive repair, Better Business bureau, Consumer reports, as well as editors of several major news papers, lawyers and any one who will listen, in order to make the change’s necessary. Even if it means terminating Ray and others like him, for the good of other employees, and the general public as well.

While I wish to remain anonymous, I hope this letter does not fall upon deaf ears, and hope that someone can help to do something about this very unfair treatment of the general public and Pep Boys employee’s .

Sincerely, ( a very concerned citizen

My car overheated badly last Saturday- Steam and everything. I had it towed to Pep Boys. They told me it was the cooling fan and replaced it .($500+) I picked it up Sunday afternoon. Got it home. Next morning on my way to work, it overheated again and had to be towed back to Pep Boys. They promised they'd look at it right away. They called me about 3 hours later and said that there was a crack in the radiator and I needed to replace it. I asked why they had not checked it on SAturday. The said they ran a pressure check on it after they replaced the fan and there was no leak. It was clearly leaking on Monday morning. Went to pick up the car with new radiator at 6:00 last night and had to wait until 9:30 for it. Paid $700+ and drove home. By the time I got home it was running a little hot. I thought that maybe it would take a while for the new fluids to get circulated and let it sit till this morning. On my way to work this morning it started getting hot again. I turned on the heater to cool it down. I don't know what to do at this point. I have already spent over
$1200.00 with Pep Boys and don't want to start over somewhere else, but I feel that I can't trust them.