CHULA VISTA #651, CALIFORNIA -- FOLLOW UP FROM MY FIRST LETTER TO THEM: RESOLVED!! Hopefully the manager will train the staff better and this won't happen to anyone else. At least this one got resolved. I hope that others who voice out will get their issues resolved as well.
In follow up to my recent e-mail (below), I got a call from a man named Rafael from the Chula Vista location
(#651) and he resolved everything. I am very impressed on how this situation was handled and Rafael was very
understanding about the situation and apologetic. Thank you also to Mary, Rafael's assistant who was at the store last night, also apologized and I explained to her (and Rafael) that I know that everyone has a bad day and that as I told the assistant manager that day I was okay with waiting until this Thursday to talk to a manager about my issue. Mary (and Rafael) explained that they should've just done my refund then and there.
Rafael and Mary explained to me thoroughly that this is not how Pep Boys handles their customers. Rafael assured me that the assistant manager and service manager that day will be educated on how to handle situation like this in the future. That restores my confidence in continuing my relationship with Pep Boys. THANK YOU to Rafael for calling me immediately. Thank you for Mary for being there and helping me with my refund. Next time, I'll just make sure that the parts I buy is checked by the service department before I buy it. As well as making sure Juan (service manager I usually deal with) will be there. Again, THANK YOU to Rafael and Mary.
FORT LAUDERDALE, FLORIDA -- Aldo ** could not have been more helpful! And, over a silly issue I was having a problem with--the license plate holder on my car, of all things that a busy manager has time to deal with, but Aldo came out, looked at my car & solved my problem. I will definitely return to this Pep Boys location in the future. Nice & friendly. :)
NORTH WALES, PENNSYLVANIA -- I went to another auto body store where I was ripped off. I then went to the Pep Boys in North Wales Pa and glad I did. The 2nd service manager gave me a good price which was great. They were helpful, honest, and easy to work with. They fixed the problem and gave me a fair price. Thank you for your help!
ORANGE, CALIFORNIA -- Pep Boys store in Orange California refused to honor online sale price for a set of tires. Salesmen and manager both told me the price was "(too) low." The online invoice was $425, the store raised the price to $1100. I explained the situation to Pep Boys Customer Service and they advised me the store had the final say in the transaction and no contract was formed, even though Pep Boys confirmed my online order. Bait and switch tactics should not be practiced by reputable businesses. Stay Away!
COLUMBIA, SOUTH CAROLINA -- Tyrone ** has excellent customer service skills. He greets his customer with a smile, make sure that they finds everything they need before leaving the store. He show that he care about his customers. Nice job Mr. **. I enjoy visiting your store.
ROBINSON TOWNSHIP, PENNSYLVANIA -- I went in for a safety inspection, and was told a bunch of things were wrong. We negotiated and got the price to 520 dollars for repairs necessary to pass inspection. I specifically told them not to do anything if it was going to cost more than that. They did the repairs and then failed the car unless I came up with another 500 dollars because my 17 year old car leaks a little oil which has nothing to do with a safety inspection and everything to do with get them more money.
OKLAHOMA CITY -- I was requesting help on a part I need, and they only had one so I ask if I could get one more and the person in charge said, "Well don't you know that I'm about to take my lunch break, I guess I'll never be able to eat". That made me so mad because he kept ignoring me so I could go away. Bottom line, if you don't want to deal with customers go work at a zoo.
MORENO VALLEY, CALIFORNIA -- Two years ago I took my 1998 Dodge Grand Caravan in to have the serpentine belt replaced since it was original to the vehicle that now had 119,00 miles on it. The service was relatively quick and the van seemed to have new power and life. Two days later, the belt started squeaking again. I called the service department and the man there told me that it does that for a while when it's new and to not worry. I am not a mechanical person. Over the next 2 years my wife and I drive the van a total of 8,200 miles since I drive a company car.
Fast forward to last night, my wife is driving the van home from work at night and the van suddenly loses power to the steering, but can still accelerate. My wife attempts to pull over, nearly wrecking the van due to no power steering and then the van starts overheating. Upon inspection, the serpentine belt had just come loose. We called Pep Boys since the belt had a 3 year warranty and they came and towed the vehicle to their store nearby. Tow service was quick by the way. :D
Inspection revealed that the serpentine belt had come loose, causing loss of power steering, water pump power was lost and caused the radiator to overheat and crack, thermostat was now damaged as well. After replacing the radiator and reattaching the new belt, the system was pressure tested and revealed that no other components were damaged that may have led to the belt coming off. Interesting... I commented to the service manager that it was not a labor warranty issue as the belt would have come off in a matter of days if not immediately if something was not tightened. Since there was no other problems with the van, then it had to be a belt problem.
To make a long story short, the belt failure falls under warranty and resulted in the damage to the radiator. The service manager does not want to cover it under warranty for unknown reasons. He says that the part was put on 2 years ago, I told him that it had a 3 year warranty. He was then evasive and did not talk to me anymore. I have contacted corporate office and haven't heard back from them yet, I have also contact the Bureau of Automotive Repair and filed a complaint with them.
MONROEVILLE/WILKINS TWP, PENNSYLVANIA -- My daughter recently took her car to a local Pep Boys store to have new tires put on her car. She was quoted a good price for the tires and the sales clerk she spoke with was knowledgeable on the product, friendly and very helpful. At this point she was pleased and decided to purchase the tires from the store. What happened next is typical garbage that you hear about but hope it never happens to you.
She was contacted by the store to say that her serpentine belt was cracked and needed to be replaced at a cost of $200.00! She thought something may have been wrong with the belt so she agreed to let them change it. But for a cost of $200.00 really? That is ridiculous. There is no way that belt and the labor to install it would have cost $200.00 at any other reputable garage. She was then told that her bushings needed to be replaced as well but it was decided that the work could wait until later. She was once again contacted stating that she needed a some type of a cam kit (?) on her car.
At this point she was extremely upset and I could not understand a word she was saying. This “kit” also resulted in a charge of a few hundred dollars. Her total is now in the $900.00 range. I have heard stories of Pep Boys overcharging customers and making repairs that do not necessarily need to be done and now we have had the unpleasant experience ourselves.
It's a shame as I too am due for 4 new tires on my car and was considering taking it to the same location she has. After what has transpired today, I will never take my car or refer anyone to any of your stores for any type of service. I won't even enter one of your stores to purchase an air freshener. I truly feel that they saw a young women coming into the store alone and she was taken advantage of.