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.