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Pep Boys / overcharge for services

1 United States

On 11/5/10 my fiancee went to get a estimate of how much it would cost to have 4 "stripped" lugnuts removed. He arrived at 3:30pm at 5:15pm the estimate still was not completed. He left to come and pick me up at work and we were back for the estimate at 6:00pm. We waited until 7:30pm before we were told that the person who would be able to complete the estimate was not in. We didn't quite understand why such a simple job could not be completed by another mechanic. We were then told that the tool needed to complete the job was not there; it was with the mechanic who was not in. We were given paperwork were told to comeback in the morning. After a total of 3 hours and 15 mins. nothing was completed. We were infuriated but returned as we were told. We arrived at 10:00am the truck was pulled until 1/2 hour later. The mechanic used a hammer, chistle and air gun to get the lugnuts off. He was not at the truck the entire time. There was wandering back and forth from the customer service desk to the back, talking on the cell phone, talking with other mechanics, helping with other cars and a lengthly trip to the bathroom. We were told that one of the 4 lugnuts that needed to be removed was "crossthreaded" so a replacement nut could not be put on. The mechanic was the one who damaged it. The job was not completed until 12:00pm. We were charged $58.34!
We immediately went to a manager to complain and he talked to the service manager of the repair department. We were told that the job was a timely one and very difficult. We were obligated to pay because they completed the work. The parts were a total of $4.00 and were were charged $50.50 for labor. What a ripoff! So for the Pep Boys of 1440 Route 46 East in Parsippany, NJ : You need to learn the meaning of Customer Service!

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