This is a broken company with a failing business model.
It's model was [started in the depression] and still is: buy your parts here at a cheap price and do the repair yourself or we'll do it here in our shop and charge you much less than elsewhere.
Now - the parts are not always in stock and they are no bargain -- go to Walmart for that oil filter for a better deal.
Pepboys labor rates are no bargain, and the quality of labor is not much to write home about. More importantly, the tricks and fear tactics used by the service managers do no leave a customer satisfied nor convinced they did not get screwed over by Pepboys.
And Pepboys can't seem to make much money implementing this business model.
This is a broken company with a very low price stock that is not respected.
I hear you. You need to understand that the auto repair and the auto parts business in general is fiercely competitive. So given the type of environment that they are in, it's pretty much a tough gig. The key here is image. Once you lose it, it is pretty hard to get it back. You are basically saying they are not trustworthy. I suppose I understand where you are coming from. If this company fails, it is simply because of two reasons:
A. they have ruined their image for being honest B. the industry they are in is really cut throat
Immage once lost can be regained, all it takes is time and money. Better to always have the customer's best interest always as number one. Sometimes if the customer knows that new management is in place they will give it a second try.
Take Martha she will always give PBY a second third fourth fifth chance even with the same management. Martha is always easy no matter who it is.