PepBoys Does Everything For Less Because They’ll Rip You Off!
UPDATE: Hope, the Regional Manager mentioned previously in this story recently called to say that although they are not admitting to any wrong doing (actually breaking the car) and they do believe it was not PepBoys who broke it, they are going to fix it because they should have caught it earlier in the month when they changed the brake pads. This is wonderful news of course but I do want to point out the power of social media. I firmly believe if it had not been for our ability to reach hundreds of thousands of people our issue would probably not have been resolved. I hope companies will take note of this situation and remember how important customer service really is.
Being a modern woman today means that you can do anything. I am a strong, confident, independent woman with a good job that I work hard at. So why is it the only thing that makes me cringe with fear is hearing the words “mom, something is wrong with the car?” My nightmare began with the words, “Mom, my brakes aren’t working” but the terror really began with a trip to my local Pep Boys Service Station.
The first sign of brake trouble
My 1999 Mercury Mystique was the perfect hand me down car for my teenage son. In January 2010 I attempted to do as much preventative maintenance on it as I could before handing over the keys to my son. In November 2010 Jake was on his way to work when he called to say his brake pedal was going all the way to the floor and he pulled over afraid to drive it. We took the car to our local shop. The rear brake line snapped from old age. It cost less than $150.00 to fix. Then Jake complained in January 2012 of shaking when he applied his brake. I assumed it must need new brake pads. Figuring this was not going to be a big deal, I decided we would take it to Pep Boys where they do break jobs in their sleep.
My experience with Pep Boys
We checked the car in around 9:00 AM, January 2, 2012. Explained the brake history, explained the problem we where experiencing at the time and how we had the brake line on the rear of the car fixed just 2 months prior. Mike, the service manager, gave me the rundown of exactly what is included in a full brake inspection at Pep Boys, this included the following (taken directly from the Pep Boys paperwork I was given and also viewed on their web site):
“Our brake system evaluation examines your entire braking system to accurately determine exactly what problem you may have and what it will take to get you back on the road safely.” Includes
Removal of all 4 wheels
Inspection of all hydraulics, fluid, and hardware. Degree of friction is also noted.
Provide recap of evaluation with recommended solution. Free with system repair
Mike explained at noon that they completed a full evaluation of my brake system and my front pads and rotors needed to be replaced because of damage caused by rust and wear. He also explained that the vibrating or thumping could be caused by the calipers and pistons and that they may have to remove and replace those as well. He would know more once they removed them from the car and inspected them. The cost for all of this would be $679.00. I approved the work.
You must click on the Post Title (Pepboys Fails Customer Service) then click Page 2 below to read on.