Complaint Review: Pep Boys

Thursday I brought my car in to have the air conditioner looked at. I was told that there was only two cars in front of me and they would get to it on Friday afternoon. I call them Saturday and they tell me they haven't gotten to it yet but it will be done by tomorrow (Sunday). I reconfirmed the statement that the car would be looked at and the work would be done by Sunday--and "yes, it will definitely be done by tomorrow" I was told.

Late Sunday afternoon I call Pep Boys. I am told that they can't find the parts I need because many of their suppliers are closed. I am told that they will get on it first thing tomorrow and it should be done no later than Tuesday. "We'll call you first thing tomorrow with an estimate."

Late Monday afternoon I call them again (They don't call anyone--I don't think they are able to) I am given an estimate but told that the parts won't be in until Thursday. I reluctantly agree to wait until then, but I tell them i need my car. I am told that "it is our policy to have your car here when we're waiting for parts." I respond "ok, fine."

Thirty minutes later the guy calls back and tells me they can get the parts in by tomorrow (Tuesday) but it will cost $110 more than the original estimate (since they would have to order it in from Los Angeles). I agree to this since I would like to get my car back asap!


Tuesday afternoon I call them again and speak to the guy I have been working with. I am told that "your parts will be here in about a half hour and we'll put it all together for you first thing." I think to myself, "Finally---thank god".

Wednesday I don't call them. The whole day I am figuring that they will call me any moment with good news. I kept busy doing things around the house etc.

Thursday afternoon (exactly one week--7 whole days-- later) i call them back. My contact isn't working that day and no one knows what is going on with my car. I am told that there aren't any air conditioner parts available and when I explain the special order from Los Angeles, I am treated like i must be imagining things. I am told that they'll look into it.

During this whole week, Pep Boys called me only once. I had to always call them to find out what was going on. Sad thing is, I never found out anything of substance, and I was always on hold for long periods of time.

By now I am thinking that my car has probably been completely parted out and these guys are a bunch of thieves. I have to wait until 5:45 to head over there. (My wife will be off work and she can take me there)

When I got there, the first thing I did was check my car out to see if anything was missing etc. I felt completely lied too and used. I was relieved to see that everything was ok and there was only about a mile and a half extra on the odometer--so they hadn't been driving it around all week.

I explained to the guy at the counter that I was upset and that he would feel the same way. He agreed with me. I told him that I had called Checker Auto Parts and they had all the parts i needed. He said that they don't deal with Checker---they have their own suppliers. Never once did he say they were sorry. In fact, he really didn't say much at all. He didn't charge me either. I soon realized that I was talking to the wrong person. I asked to speak with the manager.

The manager acted amused by my story and was very non-chalant. I told her that her group really need to communicate with the customers better--let them know what is going on. I was held up in limbo for one week and was only called once by Pep Boys! She said she would let them know-----and that's all she said to me. Not an apology or any words to indicate that she was sorry for what had happened. I quickly realized that I may as well go talk to a brick wall---and I left.

What a nightmare! I will never go to another Pep Boys again.

Tom
Las Vegas, Nevada
U.S.A.

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