On Sat. June 23 '07, consumer took a 1992 Ford Tempo (VIN: 1FAPP31X7NK222902), Mileage: 73981, to Pep Boys #0260 -4436 Gleneste-Withamsville Rd. Cincinnati, OH 45245 (513 943-1100) for an estimate. The ONLY (2) complaints were vehicle was bottoming out in the rear over bumps and dips, and pulling to the right when applying the brakes.
A few hours later an individual named Paul called consumer and related the car needed struts... Rear coil springs... And (2) brake hoses... A wheel alignment would also be needed after installing the struts. He stated the brake pads/calipers/rotors were all okay. Consumer authorized the work for a price of $811.97 (Parts/labor/tax.)
Consumer picked up the vehicle that same evening of 6/23/'07 and only drove it approximately (3) miles to residence and parked it over the weekend. On Monday June 25th consumer's son (who is the primary driver of the vehicle) drove it to work on the interstate and called consumer to relate that the car steering was vibrating heavily at between 55/60 mph... When the brakes were applied there was a noise... And when the car wound down to between 20-0 mph there was a clicking noise. Son also described a "floating" sensation on the road and stated the vehicle was hard to control.
After son got off work Mon. 6/25/'07, consumer returned the vehicle to Pep Boys #0260 at address referenced above. Consumer stated the complaints, stated none of this was going on BEFORE the repairs and cited the repair parts and labor warranty. Consumer left the car overnight for evaluation as it was then approximately a little after 7pm..
On Tues. 6/26/'07 at 10:05 am, an individual named Dave called consumer apologizing for ADDITIONAL work now needed on the vehicle that the tech missed on the initial estimate of 6/23/'07. Dave stated the car now needed tie rod ends... Front wheel bearings... And the axle was leaking grease. Dave then stated due to THEIR error of not finding these NEW problems initially, he would give consumer a 20% discount on the work for a net total of $508.45 inclusive of parts/labor/tax to perform this work.
Consumer AGAIN related to Dave that NONE of these problems existed BEFORE the repairs of 6/23/'07. Consumer also related to Dave that the $811.97 was already more than the vehicle was worth, however, consumer would NOT authorize the work for the NEW missed problems.
Consumer expressed to Dave that consumer only checked for ASE certification of techs at Pep Boys and regretted not running a BBB check and finding the history of complaints that are now forwarded from the Cincinnati BBB to the Philadelphia BBB branch where Pep Boys Corporate office is located.
Consumer refused to authorize any more work by Pep Boys and related to Dave consumer had the name of the complaint contact in Philadelphia, PA (Mr. Jerry Martinelli) and would be filing a complaint with the Better Business Bureau. Consumer stated I would be picking up the vehicle and hung up on Dave.
Consumer has been advised to get the old parts back when vehicle is picked up, and notes that intent in this complaint in case of refusal by Pep Boys to return the original parts. Consumer was NOT advised that was an option by Pep Boys on 6/23/'07.
Consumer intends to take the vehicle to another shop for a repair estimate and believes that the NEW missed problems were in fact CAUSED by Pep Boys. To reiterate, NONE of these problems existed PRIOR to repairs by Pep Boys. Consumer believes Pep Boys damaged the axle IF it is now leaking installing the struts. The vehicle had NO leaks whatsoever before the repair work. Consumer believes the struts have been improperly installed causing the NEW vibration in the steering. Nothing was wrong with the steering prior to repairs. Consumer believes Pep Boys tore the boot *installing the struts thereby damaging the axle resulting in one of the NEW FOUND problems.
NOTHING referencing an axle leak is noted on the estimate of 6/23/'07. How do you "miss" a leak from an axle installing struts? Easy... Because there WERE NO LEAK/S... ANYWHERE.
Consumer now has material referencing OEM struts on this particular vehicle last for 200K miles easily. This vehicle had 73,981K original miles when presented for repairs.
Pep boys checked the brakes and installed (2) brake hoses. Bled the brakes and changed the brake fluid. Now there's a NEW noise when the brakes are applied. The NEW clicking sound winding down did NOT exist prior to repair work done by Pep Boys. The only thing that may have been installed correctly is the coil springs installed on the rear for the original bottoming out complaint.
NONE of the NEW work stated now needed by Pep Boys yet "missed" on the initial estimate is/was warranted. This is just a flagrant attempt to cover up damage directly attributed to Pep Boys on this "inept" repair.
Consumer cites the ASE -Certified Technician's Code of Ethics in that Pep Boys did NOT do work for the best interest of the vehicle owner.
Consumer refuses to allow Pep Boys to touch this vehicle again, and requests the cost to repair the vehicle for the complaints made to Pep Boys upon returning the vehicle for warranty repair be reimbursed to the consumer.
*Amendment: At 1:27 pm 6/26/07 Dave again called consumer and related he had isolated the noise problem and it was in front hub assembly. Stated the boot was torn pretty badly. Consumer related exactly that Pep Boys caused the tear in the boot which accounts for the one of the NEW problems. Dave denied it saying that the hub was already full of grease. He said his service manager authorized if consumer paid for hub assembly they would waive the labor charge. Stated the hub was warped rubbing against the rotor. Consumer declined to buy a hub assembly. Consumer requested the old parts back. Dave initially stated he didn't have them. Consumer stated I knew Pep Boys only disposed of them monthly. He then said weekly every Sat. But then decided he DID have all the parts except for the brake hoses. Suddenly they did still have the strutssprings etc. Consumer stated I would be picking up the vehicle and wanted EVERY part they took off the vehicle they had left. Dave agreed to all but the brake hoses.
*Amendment: Consumer picked up vehicle at approximately 3:10 pm on 06/26/07 as well as old parts. Gave Dave a copy of the BBB complaint to give to the service manager, James W. Burroughs. Drove the vehicle to. Upon inspection revealed the RIGHT FRONT outer boot has fresh damage appearing to have been melted during strut replacement. Both outer tie rod ends have play and should be replaced. Both REAR wheel bearings should be repacked. The wheel hub is NOT rubbing against the rotor on the right front as asserted by Dave. The bolt holding the strut on right front was heated in order to be able to remove it. The RIGHT side of the boot was melted in this process causing the damage to the axle and the ensuing leak on the RIGHT FRONT AXLE. Consumer feels the second phone call offering to replace the hub assembly was to cover up the damage caused by melting the boot which blew driving at interstate speeds causing damage to the axle. The struts were original equipment on the vehicle and had NEVER been worked on prior to Pep Boys replacing them. Pep boys caused the damage to the right front axle on the vehicle. Pep boys never mentioned loose tie rods on the vehicle but immediately recommended struts. The estimate recommended front struts. Struts were installed on front AND rear. Tie rods should have been the first order of business to check and a common problem on this vehicle. The alignment would not have been correct due to the looseness of the tie rods to begin with. You can't align a sloppy part that's moving to begin with.
Consumer has now also filed a complaint with Marc Dann Ohio Attorney Generals Office.
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