Complaint Review: PEP Boys - Manassas Virginia

Mike Graham

3284 James Madison Hwy.

Haymarket, VA. 20169

(703) 753-9137

(703) 633-8300 Ext.4573

March 28, 2000

Dear Sir or Madam:

My name Mike Graham. On March 17, 2000 at 8:30pm, I bought new tires form Pep Boys in Manassas, VA. They pulled my 1968 Chevy Chevelle in there bay, pulled the old tires off, then mounted and balanced the new tires put them back on and drove the car out of the bay. I drove home with no problems this night. Within the next 24 hours the tire blew sending my brother Matt Graham and I towards the guardrail. Luckily, we were going no faster than 35-40 M.P.H. and no one was injured. We had just turned right on to rt. 28 from rt. 606, in Sterling, VA. We were then stranded on the side of the road for 4 hours until a tow truck came. This was on March 18, 2000. There was damage done to the tire, tub, rim, and bumper. I took the tire, rim and busted inner tube back to the Manassas location Saturday night when I got home. They said they could replace the tire but nothing else, although it was clear that the damage done was due to negligence. I then called and spoke to Weldon and he said that the rim was bad and could not retain proper air pressure, which was on March 21, 2000. Yesterday March 22, 2000 I got a call saying the tire was ready for pickup, my brother Jon went and picked up the rim that was sposed to be bad but there was tire mounted and air in it. We got home and noticed that were the flat part of the rim was, they had clearly done something (possibly to fix the air pressure problem) to put a crack in the rim. Not to mention they put the same exact tire I bought on the 17th. I have called their main head quarters (800) 737-2697 and was put through a telephone circle for half-hour. They said they would address my call to the district manager who would then get back to me within 24 hours. Almost 48 hours has gone by I am now going on 72 hours and still no telephone call from the Northern Va. District Manager Larry Shiflett? I have let a mechanic look at this rim and he says that it will not pass the Virginia State Inspection. What can I do? My life along with the life of my brother has been put in serious danger because someone seemed to overlook the quality of work done to my vehicle. Was this because someone was in a hurry to get his or her money or lack of skill due to improper training?

I have just put $1500 dollars in front end work $242.68 in new tires and now $90 dollars in tow truck fees in order to get it ready for inspection. Now it will not pass the inspection until I get a new rim and apparently a tire which pep boys will not replace.

A tire fails within 24 hours of mounting (done improperly from their employee). Aren't they reliable for this? They used the same tire on the rim in which I was told by a Pep Boys employee was bad. Is there anything to do? I have contacted the manager on top of manager and all I am getting is the run around (you need to talk to?? in this department and you need to talk to ?? in that department)and poor customer service. I am still awaiting a return call from the District Manager Larry Shiflet. It is now Thursday, March 23, 2000 12:39 PM and I have talked to another person and they have never heard of a Larry Shiflet. I am now trying to contact the Regional Manager over the District Managers Mike McSorley at extension 3113. Larry Shiflet called Thursday the 23rd night and said he would get hold of me on Friday the 24th. I did not hear from him until Saturday morning the 25th . He said that the Manassas branch said it look like I hit a curb. Well there was not any curb on rt. 28. The flat spot on the rim that was damaged and then they try to hit to fix it they said I hit a curb. So he told me he would get hold of me Monday the 27th that he was going to talk to Jim Jones at the Manassas branch the head manager and they were going to let me know in the morning. I called Larry (540) 434-9494 Monday 27th around 9:00am

He told me to call Jim Jones and to tell him what is going on w/ the rim and tire. After he told me, he would call. then i talked to a manager Rick and he was rude and said he'll contact you, and hung up. Can you guys help me out no one is responding and no one is working w/ me on this issue from any level. Thanks for your help.

Sincerely,

Mike Graham