Pep Boys Compliment - Customer Satisfaction - Thanks Pep Boys
NORFOLK, VIRGINIA -- Here is the following situation regarding Pep Boys in Norfolk, VA (Store no. 111):
Nov 8, 2008 I went to Pep Boys to buy some products. I happened to talk to a sales person (black heavy set male) who seemed to be a manager and was very nice. I changed my power steering pump myself and after proper priming procedures still had a loud whine (95 Ford Ranger). I also noticed my brake fluid was very dark and was going to change it myself because Firestone wanted $74 to change it and the local auto shop wanted $60. I already bought fluid etc...for the job.
However, last night the gentleman told me he would charge me $49.99 to change the brake fluid and thirty or so to flush the power steering to help kill the P/S whine. He also stated that the vehicle would have to be driven 500 miles or so before it should go away since the P/S was just replaced. We talked about Firestones prices and how because of his low price I would let Pep Boys do both jobs. He took my name down for a 9 a.m. appointment.
In honor of our agreement I arrived at Pep Boys at 8:45 a.m. and they got my truck in a little after 9. The sales person, who was also present the night before at the counter, completed the paperwork and asked me to sign so they could work on my truck. They finished the truck at 10:40 a.m. Before I paid I said the price for the brake service was incorrect and the sale person stated that’s what we (Pep Boys) charge. I explained that it was too high. I reminded her of the conversation the previous evening and she stated she only remembered the power steering part of the conversation. I told her that’s the reason I came in to have the work done. (The sales person from last night was not present this morning).
I said can’t you reduce the cost to what I was told last night and I advised her "why would I drive 5 miles and pay $65 for a brake bleed job when they charge $60 on the base where I am stationed?" She then stated, “You signed the paperwork!”
I stopped my protest at this point because she would not budge on her stance and I did not want to make any further scene in front of the other customers. I stated that I would not argue any further, that she got me, and she was right that when I signed I didn’t look at the price.
I assumed that the brake fluid change was Pep Boys regular price and that the price quoted the previous evening would be honored.
However, the next day the manager "Todd" called me and asked for me to come in to get the difference and he apologized for the mistake on our agreement. When I arrived we shook hands, he refunded me the difference and parted on great terms.
Re-learned Lesson: Read before you sign-Don't assume!
Note: Pep Boys prices are lower than Advance Auto Parts on average.
Thank you again Pep Boys.