Pep boys: Taking my car to Pep Boys for service was a risky and horrifying experience  


I went into a Pep Boys auto shop to get an oil change on November 10th, 2021. They asked me did I want a free tire rotation and I said yes but I should have said no. After they completed the service I left. After driving about 30 miles on the interstate I started to hear an extremely loud thumping noise coming from the passenger side rear tire area. It was so loud and scary, my animal jumped from the back seat to the front and started shaking profusely out of fear. I thought the tire was going to fall off on the 70 miles per hour interstate. I was so scared. I immediately got off on the next exit for a gas refill and to see what was wrong. I did not find anything externally wrong. I read the receipt and it mentioned that after 25 miles, I may need to come back in to have the wheels complementary retorqued. 

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The following morning, I went to another location to have the wheels complementary retorqued. I went in the store and the associate said he would be right with me after he finishes his phone call, which I didn’t really like because I feel as though when a customer comes into the shop, you should put the phone customer on hold to handle the actual customer or customers in front of them, however, I was the only one in line. I waited for about 5-6 minutes until they got off the phone. After taking a look at the car, the service technician said that I needed to have my entire brake system replaced because I had brake failure, which was not at all addressed at the previous location. I only came in for the complementary wheel retorquing. He said he was unable to do it because that wasn’t the issue. My car was not making the scary, loud thumping, and squeaking noise until after they rotated the tires at the previous location, and no one mentioned anything about a brake failure. I asked for an estimate after he explained the problem. He said it would come up to around $480 and $430 after a $50 discount. I said no thank you, and told him I wanted my car back so I could leave, and I did. The next day, I spoke to someone from the location that did the service. “Most people do not even have to bring their vehicle back in to have the wheels retorqued, that’s just a warning that they put on the receipt.” stated Ron Banks, a technician at the Pep Boys location. He also said that according to my receipt, that there was nothing wrong with my brakes and that everything seemed to be working fine the day before. He recommended taking the car to abother location, which sounded like a horrible idea.

I did not like Pep Boys for a number of reasons. The environment just was not very inviting and also, the service representatives were not attentive to the customer standing in front of them, I took my car in for one problem and ended up with a whole new problem only a few hours later and no one explained anything to me about a brake failure problem the day I had the tires rotated at the first location. Now, whatever “brake failure” the car had, had to be repaired elsewhere. 

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