The Pep Boys

I visited a local pep boys at 4837 N Tryon Ave in Charlotte Nc last week friday afternoon. I chose this local off a sheet of several options given at the local Hertz Car Rental Place. very nice man named Ahmad ( that may be spelled wrong) helped me with attaining the appointment then, with rescheduling. I was very pleased with his mannerisms and efficiency. However when I arrived at the location to be serviced the check in was very easy and quick, then it went downhill from there on.. first off let me start by mentioning the disgusting bathroom and filthy waiting area, I was a bit taken a back it was bad there was garbage all over the floor and there was a long dust mop laying across the floor along the wall near the counter area. I went to use the restroom and i was shocked! it looked to of been this filthy for a long time.. the sink was completely blackened every inch of it and the toilet had feces along the side of it and it was also all black and had a ring inside the bowl the baby changing table was unusable. I saw a spray bottle of some cleaning solution on top of the tank so i took matters into my own hands.. my thought process was that there were two small boys that were there w father i had at this point been there maybe 45 min so I knew one would need to use restroom first i wrapped my hands with disposable toilet seat covers and sprayed and went to work yes i started to clean the sink baby table and the used the toilet brush to get the fecal matter and ring out of the bowl. I cleaned the sink in order to have it be usable. when i walked out i stated to the employee at the counter that i had cleaned restrooms up some because there were young children there and an elderly lady, the man w the lady stated to me I quote i went in there i couldnt use it end quote

i checked in several times with the young man at the counter because i was watching these employees there were at least 4 men there besides ahmad who had left the building for some time i gather to get a part or something. I witnessed those men all sit in a back room and none of the cars in the bay were being worked on not really there was a young man sitting at a high table that heard me mention how no one was doing any work, and he said he had been there for 3 hrs for a tire plug!

mind you as an uber renter through hertz i was told upon checking,several times what was the hold up i ws told tht they were waiting for approval i called the cooperate number got the approval dept on the line and got the wrk order approved. i still was there for 2 hrs without my car moving from where i parked it no one went to the car took any info on the car the whole time i was there!

ahmad finally came back when he did all the men came out from the back into the bay and started to get busy and i was like oh he must be the manager. I was livid! i stated to ahmad outside that i was less than happy. I needed to go back to work,he went inside rallied up some of the guys next thing i knew they took my car finally to the back into a bay/ I went in for non working horn and for windshield sprinkler. I saw my car being driven right back out! ahmad came to the lobby and said sorry ma'am, we have to order the parts. i looked at him and said you mean to tell me you had me sit here for two hours with no movement to tell me you need to order parts. I would give you my right arm if he could prove to me he even knew what was wrong with it never took the car apart to check what exactly was wrong i swear to you 8 min tops he wanted to get rid of me/ and thought i did not know that, i immediately got on the phone with coorperate Hertz and filed a complaint and refused to go back to that local.

I went to a local firestone today the second i arrived the shop was immaculate including restroom. I was greeted and explained the issue, they asked for keys went i sat down watched them in about 10 min or so go to my rental and check inside of it and write down info and then they put it in que jose worked on the inspection of the area and in about 20 min they explained to me what was working with the horn and what parts were not and they also explained to me what was needed with the sprinkler then they submitted a work order for the actual labor and parts to Hertz and told me to please go home and they will submit the work order once they get a price on the horn to submit.

i was impressed and satisfied with the professional manner and efficiency.

Pep Boys is a Household name when you have a community coming in your doors for services and have to sit for hours and hours for things like tire plugs that normally take 15-20 minutes that is ridicoulus! and to tell a person that you have to order parts that you have not even checked to see what they are is completely inexcusable! unprofessional and so against the Pep Boys Promise.

covid should of taught us all to be kinder and show up for one another i was saddened to see what not just me but all the people that were there were being put through...I waited a few days to process and see if I needed to writh this email. I said to myself somewhere there is a district director that would like to know this.. Pay a surprise visit with this complaint in hand say nothing just show up you are not going to like what you see. I am so sorry to have to email this to you. I pray you can fix that local for the community that uses it often.

in closing I am going to email Firestone next the service was top notch and deserves a nod.