A copy of what was sent to the www.PEPBOYS.com website, store manager and CEO
On 3-8 I went to your location to get new tires, an oil change and told them to check the brakes while I was there (it is a company vehicle and is very inconvenient being without it). When I picked it up (after calling them since they have never called me to let me know when it is ready) they told me the brakes were fine and they changed the oil and gave me new tires.
The next day I noticed my brakes felt very different and the car started smoking. Cars next to me at lights would honk at me and point down to my right tire where the smoke was coming out. I took it back to PepBoys and told them what was going on. I picked it up the next day (after calling them because they do not like to call to let me know when the car is ready) they told me "nothing was wrong, and to keep driving it until it gets bad enough that I can locate where it is".
So I have been trying to pull over and locate the source of smoke and have been unable to and have just dealt with it until 4-6. On this day the smoke got extremely bad, I couldn't see out of my windsheild and all of a sudden my brakes started grinding metal to metal. I pulled over and looked under the hood and noticed that my car seemed to be leaking a lot of oil but couldn't determine where.
I took my car back to Pep Boys on 4-7 and told them that the brakes are gone, after you told me they were fine less than a month ago, the car is still smoking but worse, and the car seems to be leaking oil. So after calling today to see if my car was done (they called this time, but my home #, not my cell that they were supposed to call me on) I went and picked up my car. "Chad" basically told me that he doesn't know who checked my brakes last time, but they needed new brakes. (oh, and now I am lucky enough to pay for rotors since it grinded those away!) I took the car home and of course the thing still smokes. I looked under the car and noticed my car was really leaking alot of oil, literally dripping from the oil pan...
I figure I should probably take my car back for a 4th time, to make your incompetent store fix the oil leak but won't. Not only has your store cost me $134 dollars for rotors that could have been prevented if they gave me new pads less than a month ago like I asked, but they have also cost me a lot of time dropping/picking my car up, and being without a vehicle and having to rent a car for work!
There is no need to respond, because at this point I'm cutting my losses, but seeing as you have cost me time, rental car, and extra money for services, I figured it would only be fair to do everything in my power to let not only every person I know about the incompetence of Pep Boys, but also the company I work for and it's fleet program, the better business bureau, the news stations and any other organization I can find on the internet to make me feel a little better about the extra money I had to spend, the hassle having to deal with your employees and the time lost from having to come back to so many times.
Thanks for an enjoyable experience!
:)
Paul
peoria, Arizona
U.S.A.
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