Complaint Review: Pepboys (Lake Worth TX)

I took my vehicle in for a number of repairs/updates to the Lake Work, TX Pepboys location, only to face extreme unprofessionalism, poor service, unorganized and inexperienced management coupled with the destruction of each of my four stock amplifiers for my C4 Corvette, for which Pepboys refuses to repair, replace or refund. Mr. Diego Martinez, the Service Manager (and as you can see from our exchanges even before the damage) led the effort to produce horrendous service that resulted in the damaging of my car.

 Upon picking up my vehicle from their shop on February 25, 2015 when I was told that it was complete, my speakers (i.e., amplifiers) were completely non-functional. My claim for these damages has been denied by the company thus far. No one has explained why this is, what happened; no one will claim responsibility or offer any assistance whatsoever. Mr. Charles Beitel, the Regional Manager, is equally noncompliant and has done everything he can to hide his employees incompetence. The Store Manager, Don McIrvin, has been all but invisible. I have been a loyal Pepboys customer for years with each of my vehicle’s and am astounded at the way for which this company is handling this matter, and more importantly, has provided service. 

 I am demanding $792.41 for the replacement parts, labour and refund for the electrical assessment.

In the meantime, be very weary Pepboys Lake Worth, Diego Martinez, Charles Beitel or Don McIrvin. 

 From: "Jonathan"
Date: February 25, 2015 at 7:21 PM CST
To: "Diego Martinez" "Charles Beitel"
Subject: Official Complaint and Pending Action: Damage caused to 1985 C4 Corvette (Jonathan L. Davis)

 Mr. Martinez,

I have been patient enough with your store with the discrepancies, unprofessionalism and overall low quality of care that you and your staff have taken. When coming to pick up my vehicle today, I noticed that my left speakers are completely nonfunctional (no sound) whereas my right speakers are dysfunctional (decibels going up and down and turns off at random intervals). When I called today about my vehicle (for which no one even bothered to call and tell me my car was ready) Maria told me that my vehicle was ready; not to my surprise, based on our history, my vehicle, in this respect, is worse off than when it was brought it. I've attached my former email to you about problems I've experienced with you prior for you and Mr. Beitel.

The only problem with the speakers initially, as I noted to you and your staff upon arrival and prior was he faint quality in only one speaker (driver door); now, as I was told by S&M Car Audio & Security in Fort Worth, after leaving your shop, all four stock amplifiers are shorted, for which the cause was that the decibel level (assume fly done during your testing of the speakers) was played significantly too high and that the audio level was set to XPLODE by your staff (I have never and would never set my stock amplifiers with no back up amp or bass to XPLODE). 

Relatedly, I have evidence from two separate shops (M&M Muscle Repair and S&M Audio) that the amplifiers were in suitable/working condition. In fact, the owner of S&M, Shunn, stated you can give him a call to verify or ask any questions you might have (817) 584-2883 about their condition. If done, please reference the Silver '85 corvette.

As it is clear that I can no longer trust your shop (for I have naively done thus far), I demand that the cost of the stock 85' C4 Corvettes amplifiers be issued for the irreparable damage caused by your staff. Corvette Central lists these as (Part #524024) $119.00 ea. plus the cost of labor (which we can assume at your rate of $105 p/h for two hours) which totals at $686 + Tax rate (.0825) = $742.60. This of course will not be performed at your store, for, obvious reasons.

Alternatively, and with lawful, legal guidelines, I will be filing against you and your store with each, 1. The Better Business Bureau of Dallas, 2. The Consumer Financial Protection Bureau and 3. your Corporate Office. Additionally, my insurance, USAA, has stated that this negligence is within insurance law to be fileable as a claim, and as my deductible is but $100 - I will not hesitate.

Lastly, I just cannot believe how unprofessional and irresponsible you are as it relates to essentially every aspect of your work I've encountered. I never received a response from my email below on February 17, but I don't think it's necessary to reiterate that it is simply astounding, and I know that I am not the only case because on Wednesday, February 18, 2015 An Individual came in to pick up a '98 Camry because was told would be ready at 5 by you, only for you to tell him, upon his entry, that you were still looking for the part. As you remember, the customer, agitatedly, stated "couldn't you have called me and told me that?" You then stated that you attempted to leave a message, which I'm sure is a customary tale. Nonetheless, I suggest you get with your superiors to appropriately handle this issue.

Should you or someone else need to contact me by phone my phone number Is (682) 521 7055.

Video (please note that throughout the video I reference the problem as "speakers" however it is in fact the amplifiers that are shorted)  

Sent from my iPhone

Begin forwarded message:

From: "Jonathan" 
Date: February 17, 2015 at 7:52:29 PM CST
To: "Diego Martinez"
Subject: Re: 85 Corvette Quotes

Diego,

I wanted to affirm with you if all of the items described below have been completed as well as provide my take on all of this so far. As of yesterday morning (vehicle provided on Tuesday, February 10 at 6 pm) the following had not been completed:

-Third brake light replacement

-Brake fluid flush

-Defroster repair

-Replace window regulator tape, part provided by owner (both windows)

-Wheel alignment

-Repair sound problem in left door speaker

The following are pending:

-Repair brake pedal, part to be provided by owner

The following have been abandoned:

-Repair targa top

-Center console repair 

The originally agreed quote that you provided on Tuesday, February 10 was for the amount of $1,000.00 including taxes which included all items described below with the exception of the brake assembly installation (see pending) and the defroster repair. 

This of course was also bearing that the original completion date as provided by Bryan and yourself was the end of the day Wednesday, February 11 whereas, as I understand, no work was actually commenced on the vehicle until Friday, February 13 and as of Monday, February 16 only half of the items had been completed. 

Further extending the longevity of the issue, I was not informed that the gas pedal accelerator was irreparable and no parts were accessible until Friday night (February 13) when I called to inquire as to the progress, whereas, if I were told sometime between Tuesday, when my car was provided, and Thursday I could have easily ordered the part (which is readily available online) which would have arrived likely by today or or yesterday; Instead, I was unable to order the part until yesterday morning due to the late notification for the part not to arrive until Friday (February 20) or Monday (February 23).

I must admit, I am more than disappointed in the process and care that I have dealt with with this branch thus far. I understand C4s are uncommon and not the most simple to repair but I feel that there has been a slew of dishonesty and lack of professionalism as it relates requested items and communication breakdowns.

I've been told on several different occasions by several staff that the vehicle would be ready on a particular day only to be told later that the vehicle hadn't even been touched by the time I was told it would be otherwise completed, coupled with the lack of professionalism that I dealt with before I even dropped of my vehicle via the itemised request that were relayed without knowledge, information or consent.

Were it a problem with this particular vehicle, or the amount of time taken or the availability of the technicians (as I understand that was at least one of the issues) I believe it would have been most parsimonious and professional to alert me of these problems, but instead I find out by taking blind visits since I was being informed otherwise.

Please let me know how you will be rectifying these grievances as described above.

Thank you.

On Feb 17, 2015, at 8:13 AM, "Diego Martinez" wrote:

Thank You!

-----"Jonathan L. Davis" wrote: -----

To: "Diego Martinez"
From: "Jonathan"
Date: 02/16/2015 05:08PM
Subject: Re: 85 Corvette Quotes

Mr. Martinez,

The accelerator pedal will be delivered and brought to you by Friday evening. Fyi.

Sent from my iPhone

On Feb 10, 2015, at 6:36 PM, Jonathan wrote:

Mr. Martinez,

Please see below for the items requested for quotes in regards to my 85 corvette. 

Please let me know if you have any questions.

1. Brake fluid flush

2. Renew valve cover gaskets

3. 4 wheel alignment

4. Replace sun visor with new

5. Replace hood dome lights, rear 

6. brake light (furthest left) and third brake light missing (top)

7. Replace both window regulator tapes

8. Ignition tune up 8 cylinders 

9. Repair all leaks

10. Repair targa top (currently rattles)

11. Repair broken gas pedal

12. Repair sound problem (sound not properly coming out of left door speaker)

13. Lubricator chassis, change Oil change 10w40, top off fluids, visual safety inspection

14. Center console repair

15. Defroster repair