Complaint Review: Pep Boys Auto - Pasadena California

On March 29, 2013,I took my car in for repairs, to buy new tires, and overall maintanence. as I had not gotten maintaince in a while.  I was assisted by a pepbous rep called Jeff ( at this time I do not have a last name, but I can provide it). I explained my car needs, I was also conserned that both my windows were not working, my car key is not working, and my radio is not working) 

 They changed 2 of my tires, and trotted the cache tires to the front, performed basic maintanence, and diagnosis of the windows. Jeff told me that he would have to order the parts that I need for my windows to work directly from Honda. I agreed tinthismand tompaynfor the parts together with all thservices performed on that day, but I objected to partying for another diagnosis or them having to take the door of my car down and replace it once the parts arrived. Jeff assured me that's would not have to pay for that sinctheater already know what is wrong with my car.in total I paid $870.11.

Jeff tolthat then the parts would arrive I within 2 days, 2 days later when I visited, I was told Jeff that Unfortuantely kinda does not have the parts at the moment, and thatnitmwould have to be back ordered. He told me that he would call me as soon as they arrived. 

2 months later I got tired of waiting, and called Pepboys myself. Jeff apologized and told me thaThethe reason why the parts were not there was because they got the VIN Number wrong. I gave him my VIN number again, and he said  the shoulda ould be there in 2 days.i took my car 2 days later, left it at Pep boys and 3 hours or so later got a call from Jeff saying that they had a slight problem, and that I should head back to Pepboys because htowns abouOtto leave. He to,d me that unfortunately "we got the call wrong", and the parts that was ordered was not the right part.

He said as a courtesy, they would not charge to fix my windows because it has been 2 months. I then Saudi to him what about my Radio and my car keys, they are still not working, Howe then called one of the service reps  to look at my fuses to see if that is connedpcted to the radio, keys, and the windows not working, Jeff told me to all him the next day to order the right parts. The service rep looked into the fuses, he could not get the radio or keys to work, but hforgot one of the windows to work.

When I went back a a week later for my windows ro be fixed Jeff told me they would just have to order the parts, and he apologetically assured me that  he would not charge anything. I asked him for the refund of the original parts ordered. He told me there was non since they placed it in the one side of the window that worked. I told him that was a lie, he told me they got the call wrong ( which was what he told me) , and I told him no part was placed into my car. I am not sure how they gotnthenone window to work but I am certain no part was placed in my car.

He said he does not recall telling me any such thing, and that he is too busy working on ove '300' cars. I was very upthat and scared. As we begin to argue back and forth, NHL then said fine he ould order that parts for free , and he would not charge me anything. I left in tears because it dawned on me what was about to happen. Fraud!!! He threw around the word free so many times to shut me up, because he taught I was not going to realize that he has not given me my refund back.

i opened a complain case with customer relations, and I requested to speak with the store manager.. They told me as tore manager would contact me. No one did, and so 3 days later on 4/ 18 I called the customer relations back to ask for the status of my casecomplaint. I was told that they have a correspondence from the store saying I did not show to pick up my parts. I once again , requesteThai speak with Jeff's supervisor. A couple of hours later i got a call from pep boys asking me to come and have my arts placed in my car. I again asked to speak with a supervisor. 10 minutes later I got another call from Tom Herdman, he said he was the store manager.

I explained the issues I had with him, during my complaints he was lag hushing and interrupting methe whole way. He said he is reviewing to video footage as we speak, and that "it appears" the parts were installed in my car. I told him I did not believe that. He was argumentative. He said there was no refund to give me because they installed the parts in my car. He refuted everything I told him Jeff said., saying to me Jeff could not have said this, and Jeff  could not have said that. This alarmed me even more. Because there were too many inconsistencies, he was laughing, and this aggrevated me., eventually he hung up, because a few curse words came Kurt of my mouth.

i called the customer relations again, and they said that they would have an area manager call me. Please help me, I really want my refund back