My wife had her vehicle "tune up" at the Juan Tabo Pep Boys in Albuquerque, NM. A week or so later, as she was driving home from work through the mountain she heard a loud crack in the the engine compartment. The engine began to run with a violent banging. The area where she was is rough and dangerous and she was seriously freightened. She saw a light in the distance and managed to get the car there. The folks at the house let her in to use the phone and call home.
Here is what we found: She had paid to have the spark plugs changed as part of the tune-up. One plug was found dangling from its lead wire. This was also not a new plug! Someone had started to change the plugs and had only just backed this one out. The other plugs, easier to get to, had been changed. I tried to call the Pep Boys 800 Consumer Complaint line but was given a complete run-around. I was told I would receive a call from their local people - of course that didn't happen. The next day I located their corporate number in Philadelphia. After getting a run-around there I finally got a person who told me the District Manager would call. Of course he never did. The following day the store manager called asking what the problem was. I explained and he offered to "make a refund" and replace the plug. I told him my wife would call back and make the arrrangements. When she called he had narrowed the "refund" amount and offered that we could take the vehicle to a closer Pep Boys location.
My wife was surprised by the limited refund offer and told him she wasn't happy with that arrangement. After she hung up we realized that this was not a good solution. There are several items on the check list for a tune up. Each item was checked off by the mechanic and checked off by a supervisor.
Obviously this is eye-wash.in fact the whole deal now smells of fraud. They didn't do what they contracted to do. They didn't double check as they advertised they do. And they in no way acknowledged that they had put my wife in a dangerous situation. What else on the extensive list did they not do.
I cannot find an email address for these people - they also don't publish their corporate phone number.
Emanuele Corso, NM
0 comments