Paisley B.

On July 7th, 2018 I dropped my car off at Pep Boys (Druid Hills Location) for them to run a test on my car to figure out what was wrong with my air conditioning. They called me back July 8th, and told me I needed a new compressor (they said it would be about $200), a power steering flush, a radiator flush, and a brake flush. They said all together, it was going to be $1,300. I asked them if there was any way they could go down on the price because I said that seemed high, and Marcus said they would be happy to give me a 20% discount. They said they had the parts they needed in the shop, and that my car would be ready tomorrow (July 10th).

I called the next day, and they said the compressor was not in yet, and were waiting on it to be delivered, and that should have my car ready by the end of the day. I called at the end of the day, my car was not yet ready. I called the next day, and the next day, for six more days, and they continued to tell me the same thing. They finally called me on 7-13-18 and let me know my car was ready. I went to get my car, and the manager (Raul Alsaadi) said it was going to be $1,900. I was floored by the price, and told him this was not the price I was quoted. I told him that Marcus Barker had quoted me, with the 20% off, at $1,090. He said he could not get it down that low, but if I wanted to pull up a 20% coupon ONLINE, that he could use that on the entire bill.

I felt played and lied to by Marcus that the coupon I was getting was an online deal that any customer can google and find. I thought that because I was bringing almost $2,000 worth of business to Pep boys, that they were going to give me a discount because I am a student and do not make very much money. The price I ended up paying, after not wanting to deal with dishonest pep boys employees anymore, was $1,441.71. When, I had initially been quoted $1,300. Marcus also told me that there would be no tax- which did not sound right, but when I went to pay, there was tax added to the bill. Over all, the communication and lies were difficult to deal with, and made me very upset that I had chosen Pep boys to fix my air.

On the way home from pep boys, my air worked for about 15 minutes, and it quit again. I had to travel out of town and drive four hours to Tennessee the very next day, and had no time, money, or energy, to take my car back to pep boys. I called them and told them that my air was not working, AGAIN, and that I paid almost $1500, and my air still did not work. He said I could bring it back in and they would take a look at it for me. I took my car back in into Pep Boys on August 8th after returning from being out of town, and Raul went outside to look at my car, and he walked back in and said I needed a new compressor.
My jaw dropped and I was floored. I had just left my car at Pep boys for a week a few weeks before, and spent $1,441 on a new compressor and labor of putting in that new compressor, and now they are telling me the exact same thing is wrong with my car.
I voiced this and how confused I was that the new compressor they supposedly put into my car already did not work, and Raul said they do not get new parts sent to them, and that sometimes the parts they get are faulty. I was floored by this comment as well. Why am I paying almost $500 for a part that is NOT NEW and does not work when it is installed into my car? I left my car there that night, and he said it would be ready the next day.

I called an Uber to pick me up from Pep Boys, and spent $18 on a ride home because the air in my car was still not working. As the uber driver pulled out of Pep boys, I called them immediately and asked whoever answered the phone to please roll up my SUNROOF window, because it looked like it was going to storm. I had been riding with my windows and sunroof down because it was 90 + degrees in Atlanta during the summer and I have black leather interior. In order not to have a heat stroke, I was riding with all my windows down. Had Pep Boys fixed my air correctly the first time, I would not had to have driven everywhere with all my windows down. The employee who answered the phone said that was no problem and that he would roll my sunroof up.

I called the next day, and Raul said it was not ready, and that they were waiting for my new compressor to come in from Arizona. This was confusing to me, because he had once again said they had the part in the store, and that it would be ready the next day. Three more days go by, and they continue to tell me that my car is not ready.

On Saturday, the 11th, I called that morning and Lia said my car was ready. I had my ride drive me to Pep Boys, I walked inside, and she handed me my keys and told me I didn't have to sign anything and that I was good to go. I was confused why all my windows were down, but I figured they had cleaned the inside of my car or something and they were letting it air out.

As soon I opened my door, a strong musty smell covered up by a sickening air freshener smell hit me in the face, and I noticed that my two front seats were grayed, cracked, and ruined from water from a huge rain and thunderstorm that had hit Atlanta over the past couple days (August 8th-11th). The entire front half of my car on the inside was wet, musty, damp, and books that I had in my front seat were damaged from water. I was immediately upset, and realize that the man on the phone the few days before did not roll up my sunroof window like he said he was going to do. The interior of my car is ruined. I walked back inside and told Lia what was going on, and a mechanic who was sitting up front in the waiting room, started yelling and cussing at me, and told me that my car was a "piece of $#*!" and that my "sunroof must be leaking". My sunroof is COMPLETELY in tact, and I have NEVER ONCE had any sort of leak in my car. I told them I would be contacting corporate and that I was extremely upset by the service that I have received at this Pep Boys. As I was driving home, my car was extremely bouncy, and every tiny bump I hit, my car seemed to bounce up and down in an extremely unsafe way. It is also clear that the suspension on my car has been messed with. My car drove perfectly smooth on the way to Pep Boys on the 8th. Unless they intentionally messed with my suspension, or drove my car off of the lot and hit a bunch of potholes in a reckless manner, my car should still drive smooth when I pick my car up. My car was perfectly fine other than the air not working when I brought it into pep boys. Now my air is working, $1,500 later, but the interior of my car is completely ruined, which will cost thousands of dollars to have fixed, and my suspension in my car is completely off, which costs about $1,500 to have fixed.

I am LIVID and so so sad that this is the way I was treated by these employees and this company. I am filing a claim with my insurance that Pep boys has ruined the inside of my car and made my car unsafe to drive. I will make sure I am paid what I need to be paid to have all of this fixed in my car, and Pep Boys is going to pay, because Pep Boys was careless with this customer, and took advantage of my wallet and my patience.