Pep Boys Autobrake repair scam

A Review updated:

To make a long long story short as possible. I had an issue with my brakes so I had my car "diagnosed" at PEPBOYS (took over a week) whom originally quoted me a ridiculous amount of work totaling to over $700.00 PEPBOYS told me I needed back struts, new front brakes, pads, roders a master cylinder and a tie rod etc... I asked what was absolutely necessary and PEPOYS told me the front brakes, pads, roders, tire rod and master cylinder. Like a fool I had all that work done. As soon as I picked up my car and drove pff the lot I found myself in a terrifying situation where my brakes did not work at all, they completely hit the floor.
I immediately brought back my car. This situation happened over four times where my brakes went out and I had to have my car towed back to PEPBOYS by this time I was irate. I called the corporate office which is when the plot thickens. The district manger, Aaron Hackett, who was very sweet and apologetic at the time told me to bring it to another mechanic and they would fix the problem free of charge. He also said due to my problems they'd take care of a rental situation if need be etc...
So, as planned I took my car to Monro brake specialists in Danvers, MA where they successfully diagnosed my problem in less than 30 min. PEPBOYS forgot to put one of my brake pads back onto my rear right tire SO....I was driving around with a missing brake pad which then caused my piston to blow and leak brake fluid hence the brakes going completely out while driving! Monro would not let me leave the premises in my car because of the extremely dangerous situation as when PEPBOYS let me leave 4 times where I could have killed myself or someone else.
Now, this is the real kicker. I call nice Mr. Hackett and explain the situation he speaks to the mechanics at Monro. Mr.Hackett says he'll get back to me and never does. He completely disappears won't answer phone return calls etc..I then get a message on my VM stating from Mr. Hackett how PEPBOYS never touched my back tires and therefore is not responsible. Which is so ridiculous when I was there when they took all my tires off to make a "complete diagnosis". Mr. Hackett,AKA "the genius" then stated my brakes must have been so worn the pad just rotted off when I was driving. So, somehow between the time the very qualified employers of PEPBOYS Auto assed my car and told me my back brakes were fine it was just the fronts that needed replacement, that my normal back brake pad in matter of a month just rotted off while driving.
Naturally I was in shock and drove to PEPBOYS in order to have all my paperwork printed out and to speak with witnesses. That is when I was told by the manger, Manny, that I never had brake service done there they only replaced a master cylinder and then proceeded to tell me I have no records other than that on file he also told me my car had only been there once when it had been there over four times for brake failure.
Now I have a rental that I cannot afford and a car in the shop I cannot afford to fix and a corporation who almost killed me not assuming any responsibility or association with me. Now the geniuses of PEPBOYS involved didn't realize I paid with a credit card so I have a record of payment and it is so clear that they are to blame for my car problems but, the only problem is I'm broke and can't afford to take them to court or get my car back!

What the heck do I do and how do we prevent this from happening to someone else?

Thank you,

Company details:

232 Highland Avenue
Salem, MA 01970


  • An
    ann May 06, 2008

    what you need to do is report them to the better business bureau. you dont need a lawyer to take them to small claims court at least you can g et $5, 000 in that court thats the max. make sure you have all your paper work though and all your ducks in line dont go unprepared. this is a perfect case for judge judy, or judge joe brown. go on the websites and see what you need to do to take it to one of them. that way you can get ths taken care of quickly. also the state you can get a state appointed lawyer if you need one go to your local court and talk t someone if thats the route you want to take. i hope this info is some help.

    0 Votes
  • Bi
    Bill Aug 30, 2008

    Take them to small claims court...most of the time PepBoys doesnt show up (they dont want to be seen in court) and you always win the case...GOOD LUCK!!!

    0 Votes
  • Ji
    JimInJupiter Aug 25, 2010

    Today is August 25, 2010. And THIS is MY PepBoys horror story.

    Having recently purchased a 1997 Infiniti I30, I decided to bring the vehicle to my local PepBoys on Indiantown Road, in Jupiter, Florida for the advertized free brake inspection. After an hour of waiting for the car to find its way into one of the 6 empty bays, (yes, I counted them), I waited another hour for a "mechanic" to pull 4 tires, look at brakes, replace tires, inspect a master cylander and inspect the brake lines.

    The mechanic, after inspecting my car, (more like sizing me up for the short con), told the service manager my car required the following repairs. Well to save time and space I can make it short and sweet. The mechanic told his supervisor to advise me that I need what amounted to an entire new front end. As in: both axles, sway bars, rack and pinion linkage, I mean, the whole enchilada. They told me I needed to virtually rebuild my undercarriage in the front end. And the estimated cost was $1, 200.

    Luckily, I am a creature of habit. I deal with the same people as often as possible. Same girl or guy at the bank, same cashier in the supermarket, same mechanic at the local oil change place... you get the idea.

    Feeling completely despondent and dejected, I pretty much resigned myself to the fact that I was ripped off by one of my fellow americans in a used car deal. But as I do with everything, I thought about it. I had a nagging feeling and this inner desire to "second guess" the "professionals". So, I took the car, despite being left afraid to even drive it, to my oil change guy and asked him if he could as a courtesy, offer me a second opinion and tell me what his evaluation is. I did not tell him where I came from or what I was told. I basically told him that I think I made a bad purchase because I believe I need an entire new front undercarriage.

    As it turns out, there is in fact a need for repairs under my front end. However, the "extensive" repairs required on my vehicle is a new axle assembly on my passenger side and I could stand to get a round of bushings just to be thorough about it. The cost to the public for this part at the local Advance Auto Parts? (drum roll please) $69.00 plus tax. What price did PepBoys give me for the same exact part? $ 119.00 plus tax PLUS labor estimated at $210.00 to install it. At the moment, I am not aware of what the bushings will cost me.

    My oil change guy sent me to a mechanic he knows and refers many customers to. He told me directly and up front that the mechanic is a little more expensive than a lot of people but he will not put you in an Iron Maiden while he repairs your car using the Hayne's Manual for Sabotage. Having accepted that I am going to pay a little more than I could elsewhere, I wasted no time running over to the recommended mechanic's shop. I explained to him what it is believed to be going on based on what his friend who runs the oil change place had told me. Without leaving his desk or even looking at my car he quoted me a price of $225.00 installed with a 12 month/12, 000 mile parts and labor guarantee/warranty. That's right, parts and labor for free if his work proves substandard..

    I have as of this day decided that I will not even drive into a PepBoys parking lot ever again. I have also decided that I will urge friends and family to avoid PepBoys and walk before buying a part from them.

    Jim from Jupiter, Fla.

    1 Votes
  • Ro
    Rob Find Dec 02, 2010

    Purchased 4 tires from them. All were found to be defective and Pep Boys refused to service the car afetr only replacing 1 tIre and rotating them. And that took 3 hours. Made me wait 1/2 hour at the store for a refund. STAY FOR AWAY FROM THEM!

    1 Votes
  • Jo
    joey0923 Dec 08, 2010

    i go to the pep boys by oxford valley mall in langhorne, pennsylvania and they always give me quality service and the work is always performed well. the prices are too high but they get the job done right. just recently had a oil change and 2 tires replaced. went early on a saturday morning. in and out in about an hour and a half. i do recommend this pep boys.

    0 Votes
  • Im
    ImCrazy82 Jan 17, 2011

    How were they defective? What was wrong with them? The reason you returned to the store?

    0 Votes
  • Ar
    Arlen Porter Aug 20, 2018

    Lupe; was very rude in more than one occasion, during the telephone conversations concerning auto parts .Not very professional and not personally except able or appreciate .

    -1 Votes
  • Do
    Dorell Sep 18, 2018

    Pep boys has not credited my acct wuth 123.00 refund as stated on 9.1 17

    0 Votes
  • Sh
    Shavonda1 Sep 20, 2018

    As soon as I got to the location I was discriminated against because of my appearance.. By Milton.. he was very rude and treated me like a toddler.. I asked to speak with a supervisor I've been standing here waiting for the supervisors since 12:24 it is 12:39 now I am on a break from my job just waiting around

    0 Votes
  • Ma
    matthew90 Oct 22, 2018

    Replaced gaskets and on way out of town started leaking again ; had to keep stopping to put oil. Took to dealer in arizona ; said gasket was glued. This is a follow up complain that I send 7-22-17 but did not include pictures.
    Want a refund ; had to pay twice for same service.
    Richard guillen 281-330-1326

    1 Votes
  • Ja
    jahira cano Oct 22, 2018

    Today we visited a Pep Boys store located at Plaza Palma Real in Humacao, Puerto Rico. Just one employee at the counter, we waited and waited but since no one would help us we had to leave. We could not buy what we needed for our car. The cashier did not have the best attitude when someone would ask why they could not get help. Very disappointed!

    0 Votes

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