The Pep Boys

Regarding service on my 2004 Sebring: 09-02-2019
I've been a loyal Pep-Boys customer for well over 20; there's been some ups and downs but most issues were worked out to the satisfaction of both parties. I have told the store manager as well as the service manager on a number of occasions that, "I was so satisfied and trusting with this Pep-Boys location, that I no longer even bothered to shop around for savings and/or service"!

This condition has come to a screeching halt as of two current events! 1st experience happened 07-17-2019 when I called the service dept. to set an appt. for the following day. Answering message stated service dept. opened at 7:00am. Arrived at 7:05am, temp was already 94 degrees, humidity about 54 percent. No one was available, store locked up. Thought about using drop box out side of service door but there were no service forms to fill out. About 7:50 store mgr. showed up, informed him of misinformation on service call-in line as, well as no service requests blanks for drop box. His reply to call in issue was he tried to get Corp to correct answering message but no support. as to the missing service drop box forms, was told they are taken as quick as he puts them out, so he gave up out of frustration.

At 5 minutes to 8:00 (time store opens) a service tech arrived, unlocked the service door and went in. I was denied entry because the open time is 8:00 (not 5 minutes to!) I'm 83 years old & have a medical condition and considering the extreme heat and humidity I would have thought Customers would have been allowed in as a professional courtesy. I was a bit upset by now and when I confronted the service tech with the entry issue and missing early bird forms, he blew me off with a sharp stare down!

Finally got a work ticket to trouble shoot no cold air from the A/C. Told the tech all I wanted was to service the system. It was never serviced since the car was purchased in 2004. Tired of fighting with this guy and totally frustrated by now I told him to run the test which cost me $162.43. The "test" found nothing wrong and an after service dye test failed to find any leaks.

This tech told me it would be several days to get the A/C system checked out as the A/C guy wasn't available; he said he'd call me when the trouble shooting and service was complete. I received no such call and had to call the service myself to get a pick up date.

I shared all of this with the store manager who said he'd talk to those involved with these problems and let it go although still upset with oblivious internal attitudes.

09-02-2019... second chance to make things right flat out failed! Took same car in on 08-30-2019 and was informed the tech would work on my (8) item (remove, replace, and/or advise list. Told I'd get a pick up call on 09-01-2019. I typed up a detailed "to do list" and delivered it to the same tech that showed me little or no respect a few weeks earlier. He responded pretty good this time and acknowledged my type written, detailed to do list. I got no status call as promised and called myself to check on status. Was told they ran some kind of test and found a problem with fuel pump. Was quoted on the phone well over $700.00 to fix. I asked about my list and was told all items were ok. Upon pick up I asked for a copy of the system check results and verification the other items were in fact looked at. I was told there was NO paperwork on what if any work was done! There were items on the list that do not fall into the Engine Diagnostic category! So again I was charged $89.99, and told ALL the items I requested were completed. I find this VERY hard to believe and have lost ALL faith and trust in Pep Boys!

Besides my business, I've sent a LOT of business to you guys based on my experience, I now feel my credibility is at risk if I suggest Pep Boys to them. Sorry guys, I have to find someone now that respects me and my business.

Al Bagdon
[protected]