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| - Edit: I called the corporate customer service line and the issue was escalated within the store. John and Chris corrected the issue and gave me a full refund for the oil change. Both were very helpful and apologetic. It's unfortunate this happened, but it was really just a misunderstanding. It's clear that they take customer satisfaction seriously and I appreciate that. No hard feelings.
Original Review:
I went to Pep Boys because I needed an oil change and tire rotation. My vehicle had 8085 miles at the time of service. It was due for its first tire rotation. The manager, Matthew, refused to rotate my tires. The fronts were measured at 9/32" and the rears at 10/32". I have a part-time 4WD vehicle and it's very important to have as little difference as possible between the front and rear tires due to the transfer case between the front and rear acting like a locked differential.
Pep Boys lied to me by not telling me that they didn't rotate my tires. They handed me the receipt and said it was all done. I marked the tires before giving it to them and they did not move from their original location after the service was complete and I paid. I went back to ask them about it and they said that the rear tires already had more tread wear so they were not allowed to rotate them since "the good tires were already in the rear". I don't want "the good tires" in the rear, I want the tire wear to be done evenly. Currently the front wheels are wearing faster due to steering and the engine weight over that axle. Pep Boys would rather have me increase the difference between the front and rear potentially causing long term damage to my 4WD system.
On top of being lied to, the manager was just plain wrong. He said it was company policy, but he doesn't know the policy very well. It can be found here: http://www.pepboys.com/service/tire_services/tire_rotation_service/
At the time of writing this it says, "Note: If the difference between the front tire tread depth and the rear tire tread depth is less than or equal to 2/32", a standard tire rotation may be performed. If the tread depth differential is greater than 2/32, the two tires with the greatest amount of remaining tread must be placed on the rear axle."
According to policy, I should have been able to get my tires rotated.
To summarize:
1) Lied and told me they rotated my tires when they did not.
2) Would not refund me any cost even though the service was not performed as advertised and their site notes that a tire rotation starts at $14.99. The manager lied and told me all customers can have a free tire rotation even without the oil change.
3) Would not perform the service that I paid for even after I double checked their work and found it to be lacking.
4) The manager, Matthew, caused a scene in front of all the customers in the whole store, increasingly becoming more and more vocal and loud as he insisted that he was right and I was wrong.
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