Pep Boys Customers beware of this Pep Boys location... Marietta Georgia

I had my car towed to this Pep Boys to have a starter replaced on Friday, September 28. The car is a Chrysler LeBaron GTC, 1994. I called and spoke with Scott, the service manager. I was very specific about the issue. I also requested them to investigate a problem with the car running hot. (It never overheated).

I received a call from an "Al" initially. He informed me that the car needed a battery and new terminal posts. I told him I knew it wasn't the battery, and the posts could be cleaned. He told me there were only 3 volts registering, and this was the problem with the car not starting. I very SPECIFICALLY told him NOT to replace the posts. (My brother was in the room, and he had helped me try to start the car by putting the battery from his Ford pick up truck into the car). He was in the background telling me to tell them it was NOT the battery or the posts; he also heard my end of the conversation, clearly telling them not to replace the terminal ends. Al told me at this time, my bill was 250.00. He called back and said, "You were right, you do in fact need a starter." At this time the bill was 451.84.

A couple of hours later, I received a call from "Paul," He told me I needed a thermostat, radiator flush, oil sender and oil change. He told me the fluid in the radiator was cloudy, and was registering 2 hydro-carbons. I told him the cooling system had less than 5000 miles on it, and had he checked, he would have seen the oil had less than 100 miles on it, it was in fact, so clean, you couldn't see it on the dipstick. Red flags were going off everywhere, so I told him not to touch the car further until I had time to process what he was saying. Never during this or any other conversation, did anyone say anything to me about a possible problem with the head gasket. Now, the estimated work is 733.32. It is around 6:00 PM at this time.

On Monday morning, I received a call from "Wanda." She went over the work already completed, and the work recommended. She said, "Your bill is 451.84, and they recommend you have the thermostat replaced, radiator flush due to a possible blown head gasket, oil change, etc... I told her I did not want them touch my car and I would be picking it up. I was shocked to hear the car may have a blown head gasket. I would never have approved ANY work had this ever been mentioned as the car is not worth the cost of replacing the head gasket.

When I hung up with Wanda, I called the customer service complaint line, and told them what was going on. The girl I spoke with assured me I would receive a call from the district manager within 24-48 hours. Instead Scott (service manager for store) called and left me a voice mail. I did not want to speak with anyone affiliated with the store, as I felt they were taking advantage of me.

I waited 72 hours, and called the complaint line again. This time I spoke with a gentleman named "Henry." I told him everything again, and told him I wanted a call from corporate. He again assured me that the DM would call within 24-48 hours. Again, Scott called. I called the complaint line a third time, and got Henry again. For the third time, I received a call from Scott. This time he threatened me with storage fees if I did not return his call. I called him back. He was very condescending and interrupted me, so I asked that he let me speak and tell him my side of the story. He waited until I was done, and snidely asked, "is it my turn now?" He informed me I would NEVER hear from the regional manager, that these issues are always handled on the store level. He then told me "your inconsistencies and lies are coming out." I was outraged that he would call me a liar, and did not respond well. Regretfully, I said, "F--- you." and hung up.

I immediately called the CS line again and asked to speak with a supervisor. I spoke with a very nice man who told me he would escalate my complaint and assured me a regional manager would return my call. He also apologized on behalf of Pep Boys. (The first and only pleasant experience with Pep Boys). A Jerry Fitzgerald called, identified himself as the Regional Manager, and left two numbers where he could be reached. I missed the call by 15 minutes. I tried both locations all day (this was Friday, October 12). I never got through to him.

On Monday, I called again, and he returned my call within 30 minutes. He informed me Scott was also on the line. I apologized for my bad behavior and proceeded to tell him my complaint. When I got to the part of the head gasket never being mentioned, and the idea that I may have what amounts to a ruined engine, he informed me that it was not a possibility, that the head gasket was in fact blown. No doubts about it. Now I'm really upset, and do not understand how this could have not ever been mentioned to me. I struggled with even going to get the car, as it is now, in my eyes, worthless.

On Friday, October 19, I went to my old mechanics at Enterprise Service center, and told them what was going on with the car. I spoke with "Mark" and "Steve." Steve volunteered to go with me to pick up the car and drive it back to their shop. After returning to Enterprise, he said the car was running fine, and Mark took a look and from visual inspection, did not see cloudy radiator fluid, or anything obvious pointing to a blown head gasket. He also checked the oil, and was appalled when it was so clear, he could barely see it. I then took the car out and drove it to try to get the engine hot.

When I turned on the AC, the gauge went up to 3/4, as soon as I turned it off; it went down to 1/4. I reported this to my mechanic, (Mark) who then told me, he did not want to charge me any more money to run diagnostics on the car. His opinion is that there is nothing wrong with the head gasket, and it may be a fan or electrical issue. He advised me to drive the car while keeping a close eye on the gauges, and see how it does. He further stated that Pep Boys had not only acted unethically, but I should take legal action against them for obviously trying to run up the bill. I am currently driving the car without any problems.

Merry
marietta, Georgia
U.S.A.

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