BOARDMAN -- On 11-24-06, I purchased a Dirt Runner and a Doodle Bug mini bike. I paid $29.99 X two for a prep fee. I was told this was for changing the shipping oil, adjusting throttle, chain, etc and that they would put fuel in both and test drive them and make any other needed adjustments. I was also charged $38.00 X two for Ohio documentation fee, Ohio title fee and Ohio notary fee. ($30.00/$5.00/$3.00). I was to return in the afternoon to pick them both up. When I returned, neither unit was ready. While I waited, they changed the oil. (shipping oil to regular oil) They never started them or did any further adjustments.
They said they couldn't do the rest because they were out of gasoline. I was told they would be OK, that they don't have any problems with them. I was also told I would have official state title in about 4 to 6 weeks. I took both vehicles home and added fuel. The Dirt Bike is a pretty nice machine and did start up OK. I haven't had any real problems to date. The Doodle Bug is another story. I had a hard time getting it started. It wouldn't stay running. When I finally did get it running, I found the rear wheel was bent or something. I returned the Doodle Bug and they did change the rear wheel and installed another one.
They did ride it some but it has never run right in my opinion. To keep it running, I have to leave the choke half on all the time. It tends to stall a lot, etc. I have yet to get the titles so after returning to the store and getting the runaround (lost/misplaced/etc) several times, I decided to file a formal complaint with the Ohio Attorney General's Office. The Ohio Attorney General's Office did get them to returned the title fees but I was told I would still get said titles. They said they returned the fees because of my inconvenience. I received the check on 3-16-07. I have yet to get the titles.
I returned to the store today, 4-19-07 and the manager stated they could not find my paperwork which has such things as my social security number on it, driver's license number, birth date and home address. It appears said paperwork got misplaced. Nice job Pep Boys!!! The store manager asked me to get him copies of my said paperwork so he could re-submit them again. This is the second time he has said he would re-submit them. They had told me the day I purchased the two motorized machines that the paperwork is sent to the State of Ohio.
Today, 4-19-07, the manager told me the paperwork goes to the Corporate Office and they (Corporate Office) submits said paperwork to the State of Ohio. The manager also told me the Corporate Office was a little messed up at the time of my purchase and didn't know how to handle said paperwork. He said they are doing better now. I asked if everyone else is getting their titles and he said some are and some are not. Anyone want to take odds on whether I get any titles? I had also asked for a refund of the $29.99 X two prep charges when filing with the Ohio Attorney General's Office but Pep Boys refused said request.
They changed their story and said the prep charge was for putting the machines together. The putting them together was never mentioned during the purchase process. I was told what I mentioned earlier. I will leave the assessment to those who read this but my personal feelings are I would think twice about doing business with them again. I also feel things are said during your purchase that were not all true, at least in my case. In looking at some of the reviews that I have seen, it doesn't look like I'm alone. My purchases were made at the Boardman Ohio 44512 store at 215 Boardman Poland Road.
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.
HUNTSVILLE, ALABAMA -- Pep Boys (store 1593 Memorial Parkway, Huntsville, AL) did the scheduled maintenance on my (used) 2003 SAAB. I recently had the oil changed so PB checked filters, fluids, belts etc. for FREE! The estimates from other shops in the area for this maintenance/service started at $500. The staff was friendly and efficient. I will definitely go back to Pep Boys store 1593.