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On August 30, 2016, I visited the Pep boys located at 1215 Azalea Road, Mobile, Al. This location is AAA approved for auto repair so I am forwarding my complaint to both you and AAA.

My Volvo s60 was taken in for repair. I was told I would be called after diagnosis had been completed. when I did not receive a call, I called the store and spoke with a tech who told me I had been charged the diagnosis fee of $90 and they had reconnected some turbo tubes??? and the car was now driveable but as a preventative measure I needed to replace a belt. I agreed to replace the belt and was told by the technician which whom I spoke that the charge would be approximately $170 for the $40 hose and $$90 labor. When I mentioned I had AAA, he said the charge would be approximately $150 with my AAA discount. I told the tech to proceed with the repair and he said it would be repaired today since the part was at the shop.

Later when I called to determine if the car had been repaired, I spoke with James who said he was the manager. James said the car would not be ready until tomorrow because they had to order the part. I relayed that the individual that I spoke to earlier said the part was available and the car would be ready today. He said the tech was incorrect. I asked for the total repair cost and James quoted me a cost of approximately $270. At this juncture, I asked why less than an hour ago, I had spoken to someone who had quoted me a AAA charge of $150. I asked why the disparity in prices from two individuals who worked on the same car.

James said the cost included the $90 diagnosis fee. I countered as to why the diagnosis fee would be added in addition to the $170 charge for the labor and belt part. He stated they had diagnosed that the car needed turbo tube reconnected (see my paragraph two of this email) but later as a courtesy check they found I needed a belt. A courtesy check?? If the customer is paying for a $90 diagnostic why is there a need for courtesy check after the diagnostic?? I countered why was the need for a belt not found when they found I need the hose during the diagnostic? (see i paragraph two?)

My contention is that I should not have been charged the diagnosis fee since I agreed to have the Belt repairs done. I told him that I diisagreed with paying the diagosis fee and the parts and labor fee for the belt repair but to go ahead and repair the belt . I told him I would refer the matter to corporate office. He became very agitated and refused to repair the car. So I asked if he was in fact telling me to pick up my car that he was not going to repair it because I had questioned my bill. He replied he had customers and had to put me on hold. I remained on hold for approxmately 14 minutes so I called the store on a different phone and James immediately answered the phone. I asked why I had been placed on whole for so long when it was obvious he was available. He did not reply.

Before choosinf PEPBOYS, I researched AAA and found this location as an approved auto repair site but am totally dissatisfied with the service or lack thereof received. I am especially dissatisfied with the difference in telephone price quotes from two individuals within an hour who work at the same location for the same work I especially don't understand why I must pay a diagnostic fee since I decided to have the belt repair completed and why the belt repair was not found when the $90 dollar diagnostic completed but found in a later courtesy check? When is a diagnostic performed and when is a courtesy check performed? And is the charge for each $90???

Since it was apparent, I could/would not receive a satisfactory answer from the manager James who threatened that he would not repair my car, if I called the corporate office I would appreciate any assistance you can share.

Product or Service Mentioned: Pep Boys Car Repair.

Reason of review: Not as described.

Monetary Loss: $90.

Preferred solution: Full refund.

Company wrote 0 public responses to the review from Aug 30, 2016.
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Anonymous
#1561057

I had considered pep boys to check my car. It sounds like they are not consistent with charges so they must not be writing down what an agreement is.

It is said if there is one unhappy customer there are a hundred who stay silent. Why are they concerned about someone speaking to corporate? That is a red flag warning right there. So pep boys reviews are read.

This person is understandably unhappy.

I would agree with the course of action by this person. I will go to another repair shop in the community I know to be honest and keep their word on price quotes.

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