Just to let everyone know. I am not an ASE certified mechanic but I do know how to work on cars and have helped in tearing down and rebuilding Chevy and Honda engines. With that being said here we go.
Toward the first few days of April, 08 I noticed every time I made a U turn in my car i would hear a grinding noise. I have a 1997 Dodge Stratus. On April 13th, 08 I took my car to the PEP BOYS in Hollywood Florida at 760 S STATE RD 7. I explained to the guy (don't remember his name) at the front counter that my car was making this noise and that I thought it might be the CV axles but that I was not sure. I explained I was not sure because when the axles go bad they make a clicking noise not a grinding noise. He assured me they would check it out and give me a call back.
They had called me back later in the early afternoon and told me it would be about $350.00 to get the axles replaced. I said ok go ahead and do it. Then about 2 hrs later I get a call saying it is going to cost $595.31 w/taxes. I questioned why and the response I got was that they had quoted the wrong PART#. I hesitated but figured I needed my axles done.
I got my car back on 04/14 and everything seemed fine. Now on 04/15 I went to work. I work about a half hour drive from my house and I have to make a U turn to get into the parking lot. When I made my U turn the grinding noise was there again but not as bad. I could not afford to take another day off from work and I was also working overtime on the weekends.
On 05/11 I decided to jack up the car and see for my self why the car was grinding. 1st thing I noticed is that they only changed 1 axle. They charged me for 2. As I had both front wheels off the ground I turned the car on and put it in 1st gear. As the wheels spun I noticed no grinding even when I turned the steering wheel. When I set the car back down I noticed that the lower control arm was rubbing on the rim.
I called PEP BOYS let them know that they only changed 1 axle and that the axles was never the original problem to begin with. I spoke to the Manager ELLIOT and was told by him to bring the car in and that they would look at it. On my way there the ball joint popped out of the control arm due to the rubbing and I almost lost control of the car. I was able to get the car home very slowly.
At this point I was furious and I called the PEP BOYS complaint line who told me that a MANAGER would call me within 48 hrs. I explained to the rep that I did not have 48 hrs and basically I was shrugged off. I called the Manager ELLIOT at PEP BOYS and told him what happened and he told me that it was not their fault. I then asked ELLIOT a series of questions and this is how it went.
(ME) Don't you have to remove the control arm from the steering knuckle in order to remove the axle?
(ELLIOT) No. The steering knuckle does not need to be removed. That has nothing to do with the axles.
(ME) Funny because I am looking at the HAYNES repair manuel for my car and it says you need to remove the tie rod end and the control arm to move the steering knuckle out of the way in order to remove the axle.
(ELLIOT) Well on some cars you do and some you don't.
(ME) Oh so now the story changes. Well why did your mechanic not notice the control arm rubbing on the rim when he removed the steering knuckle. It's in bad shape and it's clear as day that it was messed up. Not only did you guys charge me for 2 axles and only change the passanger side but that was never the original issue to begin with. Hell I know about cars but aren't you guys the so called experts?
(ELLIOT) Well bring the car in but it's not our fault we are going to charge you for it.
(ME) Ok. And I hung up.
On 05/12 I decided to call the complaint line and ask for a corporate number which they said they could not give me and that my case was still open and that ELLIOT would call me back. I told the rep I already spoke to him and I want to speak to a regional Manager. Again they said DAVID STARK the regional would call me back. He never did.
I decided to go on-line and find the corporate number on my own. Here is what I got.
(215) 430-9000
(215) 229-9081
(215) 430-9095
(215) 227-7513 fax
I also got some high up names.
William (Bill) Leonard: CHAIRMAN. No ext.
John Mitchell VP & CIO: ext 9198
Thomas F Ruggieri Assistant VP: ext 9210
I left all of them messages several times until I had finally gotten in touch with Thomas Mitchells Secretary and explained to her what was going on. She transferred me to some one by the name Erika at (215) 430-9572 who was very helpful.
Late in the afternoon I got a call from guess who ELLIOT. He did not know he was speaking with me again until I told him what was going on again. This time I told him I will get the car towed with your towing service and I will not pay for it and I will not pay for the repairs. Elliot agreed to the towing but not the repairs until they looked at it. I said ok.
Once the car got into the garage and they placed the car on the lift it was clear as day that they messed up. I got the car repaired without being charged but they still did not replace the driver side axle. Oh well it never needed it anyways.
I did not get my car back until 05/14. Eventhough my issue was fixed I don't want anyone to go through all the hoops and hurdles I had to jump through to get results. I will never go back to nor recomend PEP BOYS to anyone.
Nasim
MIAMI, Florida
U.S.A.
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