Complaint Review: Pepboys Auto

I took my Toyota Tundra to Pepboys at 601 North Powers Dr. Orlando FL on 8/11/12 and was advised by the service rep (name witheld) that I would receive a call later that day or by the next day after they had done their diagnostic test to figure out the problem with my truck. I had advised the rep that I had a rental that I would need to return as soon as they fixed my truck.

As of Wednesday August 15, I had not received a return call from anyone at Pepboys. At this point (Wednesday morning) I called and asked to speak to a manager. Eventually I was able to speak with the General Manager, who advised that he was embarrassed to tell me that it took him a while to locate my file, and further, that no service of any kind had been done on my truck as the service rep must have forgotten to initiate the service request! He further advised that he was the General Manager, and that he had a very competent mechanic, whom he would entrust with my truck. I advised him that I felt I should pick up my truck, because it was unacceptable that they just forgot to service it for 5 days. He apologized again and advised that I should give him an opportunity to fix things. I inquired about when the Mechanic would call me. He said he
would call me Wednesday Afternoon. I waited all of Wednesday, and Thursday, and Friday no calls! So I called Friday evening and asked to speak with a customer service manager. The gentleman advised they did not have one, and wanted to know if he could help. I started to tell him about the conversation I had with the General Manager on Wednesday, and he said: 'oh, you are the guy with the Tundra? The mechanic has been trying to duplicate the problem you mentioned but he has not
found anything yet'. I asked the gentleman why I had not received a return call between Wednesday and Friday. And he curtly advised that he don't know and that I should let him finish explaining what the mechanic was trying to do. I
advised him at this point to not do anything with my truck and that I would pick it up next day (Saturday). I arrived at Pepboys promptly on Saturday morning to pick up my truck- and lo and behold the rep at the desk is the same rep that wrote up my service request a week ago. The same guy who forgot to even put in the work order for my Tundra. I told him I was there to pick up my truck, and he said, 'Oh, you are the guy with the Tacoma'. To which I responded, 'No. The Tundra. Please give me the keys'. He did, and I left. What bothers me more than the poor service is the terrible attitude of these service reps. Totally unacceptable and uncalled for. Pepboys should investigate this and do something about this. In the meantime I have had the rental car for a whole week and nothing has been done with my truck. I might take my truck back to Toyota or keep looking for another service repair shop. But I am posting my complaint here so that others can beware of this poor service at Pepboys. By the way, I did call customer service (1800-pepboys), but kept getting a voicemail to leave a message. Go figure....and that is why I ended up just posting here.

Additionally, Just to give a background about the reason I took my truck to Pepboys: I have been using Toyota to service my truck for 10 years. But the services have been expensive. I have had my truck for 11 years (it is a 2001 Toyota Tundra) and it receives regular service every 6 months or so. Last year I overhauled it with new transmission, etc. However, about 3 months ago it shut down on me on the high way. I called Triple A (AAA) and the AAA mechanic initially thought it was a battery issue. But the battery was new, so he left, went to a gas station to get a bottle of fuel cleaner, and after pouring it in,
the truck started up and ran perfectly. After that, I noticed that if I did not add fuel cleaner to the truck each time I was filling up, it would shut down after about 300 miles. So I knew something was going on with the fuel system. Maybe
the system needed to be cleaned or changed, or something. I took it to Pepboys and explained this. And was advised it would be promptly checked out. Ofcourse nothing was done! Hence my frustration with Pepboys.