Pep Boys Auto Parts & Service

Reviews 3

GE

george dekker

I would like to let you know about the terrible experience I had at your Pep boys store on Contra Costa blvd in Pleasant Hill CA. I took my vehicle in on Wed morning 6/29/16 just as the store was opening (8am), as my power steering was making a noise and steering was becoming difficult. I checked the car in and told the service tech the issue I was having. He said they would check it out and give me a call that afternoon with the diagnosis. I called in at 3pm as I hadnt heard anything and was told that my vehicle needed a new power steering pump and possible a new water pump as there seemed to be a sound coming from the water pump. I agreed to the service and was told they would order the power steering pump which would come in the next day and the work would be done by the next day Thurs 6/30. I did not receive a call all day Thursday. I called Friday afternoon for an update and was told the power steering pump delivery was delayed but it was there and the vehicle was being worked on. I was told it would be finished that day (Friday 7/1). I didnt get a call Friday afternoon or evening. I called Sat morning 7/2 and was told the power steering pump was there but they did not have a technician there that day that could put it in. The person on the phone asked me to call back Sunday morning 7/3 to remind them to complete the work and get an update. I got a call Sunday Afternoon (This is the first call I have received from Pepboys. All other calls were initiated by me) telling me that my car is done. I asked the person on the phone if the power steering pump replacement fixed the issue. He said no. The vehicle still needs the water pump replaced. I asked for an estimate and agreed to have the water pump replaced. I was not told of any other work that needed to be done. I was told the work would be completed and I would have the vehicle back on Mon 7/4. I didnt receive a phone call by 1pm so decided to go get my vehicle. I arrived at the PepBoys and asked for a status on my vehicle. I was told that the repairs were completed but they needed to find the paperwork. They asked me to sit in the waiting area and that they would call me. I waited 1 hour and went back up to the counter. The technician told me he would go get the paperwork and come back. He returned with the paperwork and proceeds to process me for checkout. As I am handing him my credit card he says, "You know you need a new high pressure power steering hose right? Your current one is leaking." I say wasnt that fixed when you replaced the power steering pump? He said no. I asked why wasnt I told of this yesterday when they told me about the water pump issue. He said he doesnt know that he wasnt working yesterday. He said he could order one but it would take a few days as no one in the area had one. I declined paid and got my car out of that place. Driving home I am now leaking power steering fluid (There was no leak when I brought the vehicle in for service) and the noise I asked to be fixed is still happening even worse. I paid Pepboys over $1200. I was without a vehicle for 6 days and they didnt fix the issue I brought my vehicle in for. My vehicle is now at another service station being repaired. I will never shop or get service at Pepboys again.

FR

Francisco Navarro

I should have known to run out of this place when I first went in to make my appointment the previous day and saw a customer so angry with Maxx a manager at the store that he was using profanity and Maxx threatened to call the police and have the customer removed from the store by force. Pep Boys Pleasant Hill… Made appointment for 12pm to purchase 4 tires, have them installed and alignment total cost $658.00. When the car was dropped off we asked if the tech could check for a noise coming from wheel assembly while he had the tires off. Was told that it would cost an additional 15 dollars and agreed to the charge. Left the keys and was told that the vehicle would be ready in 2 and a half to 3 hours. Decided to wait and walked down the street to grab a lunch. Returned to store 3 hrs.’ later at 3pm. Told my ride they could leave since vehicle should be ready shortly BIG MISTAKE. Could see my vehicle still being worked on when I walked into store. Asked how long it would be before the work was done? Was told that the techs were working on the last tire and would be ready shortly. Told associate I would be in waiting area. One and a half hours later now 430pm I walked up to the counter and asked how much longer? Was told that they hadn’t seen the alignment on the work order and it was being done now and would take another 30 minutes. Somebody could have come to me at some point while I was in waiting area and said it would be another 2hrs. Told associate I was going to walk down the street since I had no ride and grab DINNER. Returned to store at 530pm. Car was finally done and I was directed to the register. After paying I could not find any information concerning the noise coming from wheel assembly on the work order. The associate at the register went to ask the tech and was told that it was probably a rock and the tech could not find any noise. Drove one block and the noise started up, turned back around and went into store. As it turned out the tech did not notice the request to check noise on work order either so it was never done. I was told that it was very late and I could make an appointment and bring back the car another day and have it checked out. I asked to speak with a manager. Lucky me!!!!! It was Maxx, I tried to explain my frustration to Maxx first his associates forgetting to do the alignment and then forgetting after 5 hrs.’ to check the wheel noise and asking that I come back another day for more punishment. His response to me and these are quotes from Maxx a manager. “I’m being honest we had a mechanic call in sick” after I pointed out the poor customer service, “I’m going to be here till 8pm so I can take a look” I was ready to run out and never return. “Pep Boys has enough customers” Maxx said this while walking away from me with a look of disdain never even taking the time to listen to my criticism of his store. Maxx said Pep Boys has enough customers after I told him I would not be returning and would be taking my business somewhere else. I wonder how Many Moe and Jack feel about the way their corporate values are being represented

OR

Organic Chem Girl

I went in for a Castrol Edge Full Synthetic Motor Oil Change Service at $69.99 (online and in store price). The service include up to 5 quarts of oil, a new oil filter, and courtesy vehicle inspection. The sales tax in Pleasant Hill, CA 94523 is 8.5%. I did not request for additional service or purchase anything else. The price of the oil change should be $69.99 plus $5.96 for tax. The total would be $75.94. At the time of my checkout, the cashier said my total was $80.83. I was being overcharged by $4.89. I questioned the cashier on why the amount was so high. He couldn’t explain to me. He said that is what the computer screen is telling him. He then asked the service manager and again he said that is the cost of the service plus tax. We went back and forth about why I was being overcharged. In the end, the manager override something on the computer, gave me a disgusted look, and said ok and walked out rudely to the service area. Your customers don’t appreciate being overcharged. Try having better customer service and listen to what customer is questioning about. I will be taking my car for service at other repair shops.

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