State: California City: Chula Vista Product: Pep Boys Car Repair Clear all filters (1 of 70 reviews match)

Pep Boys - Deceptive Service Desk Manager

PEPBOYS BROADWAY AVE CHULA VISTA CA. 11/29/2016. For front end suspension repair 2008 VW Beetle Conv. 2.5L. The estimate went from 19.99 at 0939 am to $911 with nothing written to nearly $1900 at 630pm. WRONG AND NOT FAIR Checked vehicle in for noise front Driver side when in speed dips, bumps. Desk manager Mark handled arrival. Courteous at first. Told 19.99 to inspect the car and latervwe work that out if work is done. 1st problem is naturally if work is done, the inspection fee would be dropped. Wrong ! Tech did the Inspection. Said the lower tie rods were loose and needed replacement, along with balljoint {small}. It was also recommened to change the strut unitls and strut mounts. On the screen was the estimate. And as use to be the norm, as if all the work was to be done. I clearly asked how much for the repairs and stated by the desk manager he said $911. I mentioned on the screen was an alignment. But I was already covered 5 year plan. He said he would remove it. Then said it will be just under 900. I said ok. Asked if I needed to sign the estimate. He said no. STRANGE Pepboys always had a clearly written estimate. TECHNICIAN SHOWED loose lower control bar. Struts looked ok, no leaks or heavy worn. But ok change. I left cameback at 1pm. Problem. The monro spectrum struts did not fit. The lower end strut was way too large- but they had another but it would not be in until 5 or 6 pm. The manager did not want to call vw or around but did with my insistence. He found another strut unit and sent someone to get them. The parts arrived and service continued. The rep left and turned over to a desk service rep. The car was put on the alignment rack and when done. I went to checkout expecting a bill for 800 plus. Oh no, after being asked what i was quoted and said a little over 800. He said we had a problem. He quoted nearly $1900. No way! He went to another computer and worked some numbers. Took off the 19.99 and some overpriced lefetime warranties, took off the alignment but alignment labor for similar amount. Did not honor 50% off strut installment as advertized. Said he drpped it by 20% {actually dropped warranty overages for struts and control arms}. … it was reduced to 1300 plus. Refused to discuss further refused to have store manager cone and review saying we already talked to a manager on the phone. Refused military discount as always provided. Horrible way to treat customers.
Advertised vs Delivered
Customer service
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Diversity of Products or Services
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Product or Service Quality
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Value for money
Pep Boys Car Repair
I liked
  • Mechanics demonstrating problems
  • 4 service desk reps but onlu 3 mechanics
I didn't like
  • Inflating final bill not agreed upon at estimate
  • Service lack of folowing pepboys standards
  • Failure to be clear to customer