Pep Boys - From Horrible to Great
Service - Compliment
HICKSVILLE, NEW YORK -- Back in December, I brought my car to the Pep Boys in Hicksville, NY (on Long Island), as my engine was overheating. They took it in and worked on it for a few hours while I waited. That night, I got my car back and, ~$500 later, it was working. Fast forward to March, and my car started to have the same issue. I thought "There's no way it's the same thing" and had it towed to another shop nearby that my boyfriend had used. Low and behold, it was the same issue (thermostat housing was leaking). I called Pep Boys and had it towed to their shop. They had the car from Thursday til Monday, and when I picked it up Tuesday, my car was dead. An employee jumped my battery, while casually informing me that my battery was old and I needed a new one (he didn't push me to buy it there, but noted I should have it charged when I got to my destination, which was school). My car was also completely out of gas, but thankfully I was able to fill up. As I drove home from school that night, the engine started to overheat again. My father called Pep Boys and they admitted that the car was left on overnight (with the keys in ignition), and that's why it was dead. They also fixed a "different leak", and told me to bring it back. I left it off again, and picked it up a few days later. I brought it to my boyfriends for the weekend, and when I drove it again on Monday, the same problem happened again. I brought it back and left it off, as I couldn't afford to bring it elsewhere. When I picked it up this time, they let me know that back in December, the wrong part had been put in, but they ordered a new one from the dealer. However, my freeze plug had popped out and they couldn't fix it, so they made me drive my car to another auto shop (they insisted that it was safe, despite my complaints, and the fact that it was smoking). The man at the next shop told me it was a huge job where he'd have to drop the engine, and would cost me about $1700. Finally, corporate got back to my father, as he had been calling the last few weeks. He spoke to a woman, Mrs. Dash, who apologized and told him to bring the car to Pep Boys, and they would tow it to another of their locations equipped to handle the job. She then called me and let me know that this was not how Pep Boys works, and told me they would refund my tows, any travel expenses I had incurred from not having a car, and the original $500. She was incredibly helpful and nice, and gave us no attitude or problems. She admitted their faults and assured us the employees would be dealt with, and kept in close contact with us. When my boyfriend rented a car (as I am not old enough) she also reimbursed us for that. I was extremely upset and frustrated with the company, and felt cheated. However, Nicole is an amazing person and knows how to truly run a business. She worked with our issues to come up solutions and was gracious and honest. It's hard when a well known company has some workers that don't care or misunderstand their jobs, but what's important is that the company itself was willing to admit wrongs and take care of their mistakes. Her help has restored my faith and showed that the company truly does care about its customers, even if someone else doesn't follow policy and makes a mistake.