August 7
I had a very horrible experience with PEPBOYS, Jersey City, NJ recently. I went to the store yesterday, August 6, to have the front and rear shock absorbers replaced. I have a Ford Aerostar 94. They told me that it will be fixed within the day. I received a call after lunch telling me that the job was done and all the shocks were replaced. I was charged $133.24 for the parts and labor. I took the van out thinking that everything was alright.
This morning, August 7, while I was running the van, I heard an unusual sound from the van. I immediately checked the bottom of the vehicle. I found out that the shock absorbers on the rear were the same old rear shocks that I had! I realized that PEPBOYS CHARGED me yesterday with full parts and labor for the shocks when in fact they DID NOT perform the job for the rear shocks!
I immediately went to the store and asked a mechanic to go with me in the van and tell me where the rear shocks are located to make sure that I did not make any mistake. The mechanic pointed the location and told me that those shocks were old. I spoke with the service manager, named RAFAEL CASTRO and he made me wait for 2 1/2 hours only to tell me that he apologizes for the mistake and that I will be refunded for the rear shocks. I asked if they can finish the job that was left undone but he told me they can NOT do it because the van might be damaged in the process and will cost a lot of money. I have explained endlessly to Mr. Castro that I do not understand why he was telling me they can't touch the van now when they could have told me about that situation yesterday. On top of this, I was charged with the full parts and labor.
The situation only became helpless as the time went by because Mr. Castro would leave me for several minutes and would go back to me only to tell me how sorry he was. But the fact remains that if I did NOT DISCOVER THAT rear shocks were never replaced, I would not have known that I was robbed $66.00 yesterday! And now, I am only getting an apology and a refund of $66.00 & when I would like to have my van fixed.
Apparently, the store managers including Mr. STEVEN LANESE were teling me they do not want to do the job. Which forced me to think that they damaged the van yesterday without telling me anything. Mr. LANESE was very arrogant and even shouting at my pregnant wife and pointing his finger at her, while explaining that is all they can do. It seems that he is proud of the store's mistake.
Now, if I go to another mechanic and have the van checked for any damage, I would have to pay for the consultation which would cost me money. The store do not want to give any written statement that the van was not damaged at all. I do not like how these two managers handled the situation. I was a loyal PEPBOYS customer. But i will never go to any pepboys store anymore. Apology is not enough. The managers did not do anything to correct the situation. I was denied service for the rear shocks, the whole exasperating experience took 3 hours, I was shouted at and I AM A DISSATISFIED and VERY ANGRY CUSTOMER.
Good thing I know how the shock absorbers look like, if I didn't, then PEPBOYS got away with my money!!!
Jaime
Jersey, New Jersey
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