Pep Boys Complaint - They Are So Nice On The Phone, But In Person...
SAN CARLOS, CALIFORNIA -- I called Pepboys on Monday. Someone answered the phone after being put on hold 3 times. I asked how much a Power Steering flush would cost, etc. he quoted $59.99. I was surprised. Their competition several miles down the road was going to charge $193.00.
I asked how much time it would take. About 30 mins. according to the person who answered the phone. They would get me "in and out" if I showed up @ 0800. Well..
When I arrived. They were opening the shop. The guy managing the front desk was brusque, no eye contact. Rough. I figured, heck, it's 0800, and he's burned out from customers over time. no problem.
I was asked what # they could reach me for pick up. I told them I would wait. I was told that the mechanic doesn't come in 'til later. "How much later?" According to the front desk man, it's according to the traffic. I asked for an estimated time, and this guy got pissy.
He finally told me 1/2 to an hour, maybe? well, it was 1 1/2 hrs. before the mechanic finally arrived. I wasn't told anything. I just saw this guy show up, the front desk guy gave him the work order, and told him it was a power steering flush. it was about 0930. They were done with the car at about 1030. almost 2 1/2 hrs. because the mechanic doesn't want to get up as early as I do to fight the traffic to be at work on time.
must be nice. I wasn't told anything during this whole time. The funny part was this. when the front desk guy was working with me, he didn't give any eye contact, and very brusque. when other customers came in, he was courteous. When they rang up the bill, he told me my front brakes were low and would need service. I was about to tell him that even if I had to stop my car like the Flintstones cartoons, (using my bare feet), I would not bring my car in for brakes, front or rear.