***Update 3***
This morning I emailed and sent messages to every social media account and email address I could find. Pep Boys reached out on Instagram and said they updated my file and I should hear from someone soon. I did hear from the local field manager. We had a conversation about what took place. He said he would process my refund and told me to contact him directly if it didn't happen within two weeks. I hope it goes through and this finally has a resolution.
***Update 2***
It has been over a month, and I am still waiting to be contacted. The store manager called to try to "explain the repair", but I told him I didn't agree and want a refund. He said he would see what he can do. He called back to said he put in a claim, and said I should hear from someone about it. I did hear from a person at the corporate office (I believe) and she said simply asked if I wanted a refund. I replied yes. She said I should hear from someone by the end of the week. I'm still waiting for a call. It has been over a month, and I still have not talked to anyone about a refund.
***Update***
I have called and emailed multiple times and was assured by the people I spoke to that the complaint was "elevated" and I should be hearing from someone soon. Over 2 weeks later, and no one has called. I was originally told that the field manager had to hear from the store manager. On my last call, I was told that the store manager filed his report on Feb. 21. So, I'm not sure what the hold up is. I did file a complaint with the state attorney general's office, and I am looking into filing at small claims court if necessary.
I took my car to the Pep Boys on Scenic Hwy. in Lawrenceville, GA because it was making a thumping sound in the rear of the car when driving over bumps. I told the manager that the sound was coming from the back of the car and I thought it was a blown shock or something was loose. He called and said that they checked the rear shocks and suspension and they were fine. He said his mechanic found an issue in the front of the car that needed fixed but they would have to order parts. I said it was a lot of money, but I was willing to do it if it fixed the issue. When the parts came in, I brought it back and drove with the mechanic. He asked me to confirm the sound, and I said I hear the thumping sound in the back. He said no, what you are hearing is in the front. So, I trusted them and went ahead with the repairs. I picked the car up and within 2 minutes of driving the car, I could tell it was not fixed. I brought the car back and they said they would take care of it. Later they called and said I had a blown left shock that needed replaced. I went to pick my car up because I didn't want to give them any more money. When I went to get my car, I asked for the control arms that they replaced. The parts looked almost new, so I took them with me. They claimed that the control arms were also an issue. I paid $1300 for them to not fix the original issue I brought it in for, then they wanted another $370 to replace the shock. I took my Explorer to a local Ford dealership. They diagnosed the shock issue and replaced my left rear shock. They also said there was nothing wrong with the control arms and the felt like Pep Boys' repair was done in error. I called the 800 number on Friday 2/16. I called with additional information on Monday and was told I would hear back in 24 - 48 hours. Here we are over a week later from my original call, and I still haven't heard from anyone. I called a few other times, and I was assured someone would call me. I'm still waiting on the call. I then emailed the pep social email. I was told I would receive a call, but I'm still waiting. read more
