I have a 1990 Buick Lesabre FWD with the 3.8 liter V6 engine. It started leaking coolant - it was obviously coming from the "weep-hole" in the water pump housing. Although this is a 20 year old car, it only has 87,000 miles on it.
I checked the Pep-Boys on-line site and they had a new Bosch water pump listed at 32.99 at my local store. I called to make an appointment to get a water pump installed that very day (it was only 9:00 AM on Sunday 04/18/2010). They said they could do it and quoted me $177 for labor and $44.00 for the water pump (same Bosch part number as on-line - but it costs more, apparently, if they need to pull it from stock to install in your car). I questioned that charge and said I'd discuss it with them when I brought the car in.
I brought the car into their shop 1531 Cobb Parkway in Marietta, GA at just past 9:30 AM. I was ready to turn the car over to them for the work when their very haughty service manager started "adding extra charges" to the estimate. I opened the hood and showed the mechanic where the water pump was leaking (a steady drip) - but the service manager INSISTED he had to do a "diagnostic service" for an additional $35.00 to find the problem I had just shown his mechanic.
I admit I got a little "excited" about these extra charges - and the fact they were not disclosed when I got the phone estimate. I raised my voice and the African American service manager got into my face about how I need to "respect" him. He was more worried about getting his extra charges and his "respect" than he was in fixing my problem for the price he quoted.
I left the Pep Boys shop and had the work done at the local Firestone dealer - where they quote the real charges and abide by that quote (no extra or hidden charges). I will never go to Pep Boys again and I will be sure to tell all my associates at GE about this poor customer service experience. I will do everything in my power to ensure no one else gets ripped-off by these shady business practices.