In July my wife's car needed new tires. Usually, I deal with NTB (National Tire & Battery) but, because PepBoys was running a "special" on tires, "Buy 3 Get the 4th Tire FREE", I decided to save a few bucks and take them up on their offer and on July 12, we bought 3 new tires and had them installed. For those of you who don't already know, to QUALIFY for this rebate, you have to buy a bunch of other services as well... First of all, the tires need to be INSTALLED (Ok, no big deal there), then you also need to buy their Road Hazard Warranty and replace valve stems — these services add up to almost the cost of the 4th tire (the "FREE" one) but still, no big deal because we ARE getting the "Peace of Mind" right? I even went as far as to get the "3 Year Wheel Alignment" contract for another $140.00. Total cost of this purchase: $617.65. We sent in the rebate form and receipt and got our check for $90. About 6 weeks later. Not a bad deal.
Last month, I needed tires on my truck so, again, instead of dealing with NTB, I checked PepBoys and they were still running their "Buy 3 Get the 4th Tire FREE" deal. Well, I didn't really feel that it was a bad deal even having to buy all the other services to "qualify" for the rebate so, another $553.98 for tires, Road Hazard, etc. (No Alignment contract though) and sent in the rebate forms... Its been a month since submitting the rebate and the website shows that they are still "Processing" my request. That's not the problem with PepBoys though... This is the IMPORTANT PART!!!
During both PURCHASES (when we were spending HUNDREDS of dollars) PepBoys Sales and Service were GREAT... They were prompt and professional and made sure we were happy... And they were busy with MANY customers during those SALES transactions. Yesterday (November 22), we took my wife's car back to PepBoys to have the tires rotated and balanced and check the front end alignment (the services that we had paid for in July) We were checked in at 1:43 P.M. And were told that it would be "1-1/2 to 2 hours" (even though they didn't seem to be that busy). We checked our watches and walked around PepBoys for a while, then walked down the highway to have lunch and then walked a little farther to walk through Home Depot (just to kill some time since we were effectively stranded).
At 3:40 P.M., we returned to PepBoys to find our car in the EXACT location that we had left it. We went inside and inquired about our car. We were then told (after they had located our Work Order), we were told that we would be pulled in next and it would be ANOTHER 1-1/2 to 2 hour wait! Angry (because they were obviously dragging their feet to provide us with the services that we had already paid for) and frustrated because I had chosen to deal with them instead of NTB, I told them (and the Service Manager, Mark Franich was standing right there) that I should have spent the extra money to begin with and stayed with NTB where I had ALWAYS gotten good service. I then threw my copy of the Work Order at them and demanded my key. It was given to me without a single apologetic word from ANYONE (including the Manager) and I told them that I would contact PepBoys Corporate to file a report (which I have done. PepBoys Case # 12277) and would NEVER deal with PepBoys again for ANYTHING. After leaving PepBoys, we took the car (and will take the truck) to NTB and paid an ADDITIONAL $68. For a "Lifetime Tire rotation and balance" service contract. I have also demanded action from PepBoys to refund my payments for these service contracts since we can't seem to have any of the PREPAID work done.
Of course NOW, that I am filing my OWN usacomplaints.com, I see that I am just one of many who know how PATHETIC PepBoys is.
BOTTOM LINE: PepBoys promises the world when making the sale but BUYER BEWARE, after they have your money, they treat you like dirt! No excuses, no apology, just "take it or leave it". Learn from MY experience, spend a little more (at NTB) and get a WORLD of better service AFTER the sale!!!
Jcalaz2003
Ruther Glen, Virginia
U.S.A.
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