The complaint has been investigated and
resolved to the customer's satisfactionResolved Pep Boys — scam
resolved to the customer's satisfaction
On April 18, 2008, my F150 broke down and was brought to a Ford Dealer who I had used previously used to repair my truck. Larry, the service manager at the Ford dealer called me and informed me that he pulled a code indicating that my EGR and PDFE sensor were bad but noticed that they were genuine Ford parts and had recently been replaced. I searched through my receipts and determined that Pep Boys had replaced both of them approximately 8 weeks prior.
I called Pep Boys and Ed, the Manager was not in. I left a message and was told he would call me back. At the same time, I confirmed that Pep Boys had replaced both parts, along with the hoses and that if they were defective, it was warranty work that they were responsible for. I informed them that my truck was at a Ford dealer and I would wait to hear back from them as this was WARRANTY work.
I waited a few days and didn't receive a call from them. I called back and once again was told that the Manager would call me.
He finally did call several hours later and informed me that we could do 1 of 2 things:
1. Have my truck towed to Pep Boys - I would be financially responsible for towing the truck. 2. Have the Ford Dealer do the repair and bring the defective part back to Pep Boys. They would then do an inspection of the part and determine IF they would file an insurance claim with their insurance company. I would be reimbursed from the insurance company for PARTS only and it was the PRICE of the parts that Pep Boys charged - not what the Ford dealer would charge me as they would be considerably more.
I explained to the Manager at Pep Boys that regardless of which choice I went with, I would be reaching into my pocket to pay for something that I had already paid for - either the towing or the extra cost of having the truck repaired AGAIN. He acknowledged my statement and refused to do anything else for me.
At that time, I had already been without my vehicle for days. I authorized Ford to do the repair but GET THIS; when I was on the phone with Larry, the service manager from Ford, he informed me that the reason why the parts went defective was because Pep Boys replaced the hoses with fuel injection hoses and because they are not heat tolerant, it caused the parts to "fry".
I immediately sent a complaint letter to Customer Service at Pep Boys. Never received a response to that complaint.
I waited a week and called the 1-800 number and filed a complaint and asked that the Manager, Ed from the store NOT be the one who called me back as I had "already been there, done that". They said it would be 24-48 hours before I heard back from someone.
I waited a week and called the 1-800 # back and was informed that Ed, the Manager was the one who was forwarded the complaint and he response was that "he offered to have the truck towed, free of charge" and that "I was seeking to have Pep Boys reimburse me for work that I elected to do elsewhere". I was FURIOUS!
I called another store and got the District Manager's phone number I left a message and he called me back a few days later. Same run around with him. He INSISTED that Pep Boys had offered to have my truck towed free of charge. I informed him of the BAD work that caused the parts to go defective and he informed me that "replacing hoses are not part of the job we do when we replace the EGR Valve and PDFE sensor". I informed him that it was, in fact, on my receipt and I HAD paid for those hoses. He offered to reimburse me for $130.00 - the cost of the repairs at Pep Boys. I explained that I had to pay Ford $260.00 to fix their error and that I wanted to be reimbursed for the $260.00 that I was now out. He refused and stated that I elected to have work done at Ford that was my choice.
I filed a complaint with the BBB. They forwarded it to Customer Service. I thought FINALLY I would have resolution. The Customer Service rep said that it was "being reviewed" and a determination hadn't been made AND that Pep Boys had offered to have my vehicle towed to their shop free of charge. This was after several emails and phone calls that went unanswered. I was angry and threatened to go to the Atty General of Massachusetts as there is a LAW in Massachusetts that Auto Repair shops MUST come good on warranty work within 30 days once they were made aware of the issue. She committed to sending me a check for $260.00 within 12 - 14 business days.
Guess what folks? I'm STILL waiting for that check, the 12 - 14 business days are now gone by and now my emails are no longer being answered. It is now July 17, 2008 and has been almost 3 months trying to fight with these people to get my money!
The REAL kicker -- Larry from the Ford dealer DID speak with the Pep Boys store in question and he was told that Pep Boys would NOT pay to have my truck towed. It's not just me folks, being a whining little snot. I have a credible witness to the entire situation and I'm ready to file suit against these scam artists.