89 views
New Reviewer
1 comment
stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
2.5

I would like to start by saying that I know this letter will go nowhere and I'm probably wasting my time. I say this because of the attitude reflected by one of your store managers earlier today.

My wife called to tell me that the battery had died in her car and what should she do. I told her to go to Pep Boys because it was less than a mile form our residence and they would be able to help. I could not personally go to the store with her. She told me that the people she encountered were extremely nice and they immediately got her car in one of the bays and went to work changing out the battery. After a few minutes they had her on her way. She told me that the bill was almost $180. I asked for the break down and she said that there was a $12+ charge for installation and an additional $10+ charge for additional installation. I told my wife to get me the store manager's name and number because I have never had to pay to have a battery installed. I called the store and spoke with David Gant who according to his business card is the Store Manager Parts #47. I explained to him that my wife had just been in the store to buy a battery and I questioned the installation fees. He pulled up her bill and said that she should not have been charged the $10+ fee and she could return for a refund on that amount. (She is currently out of town and won't be available until Monday). I then asked about the $12+ charge for installation. He advised that was the fee to install a battery. I told him that I have never had to pay to have a battery installed and if I had known that I would not have gone to his store. I also told him that because of that fee, I would not be frequenting Pep Boys since they are charging for what the competition will do for free. He said he was sorry to hear that. I then told him that I would be writing to his District manager about the issue. His response was "no problem". I then ended the call.

I have a couple of issues.

1. I spent $180 in your store and for which the store manager confirmed I was overcharged the $10+ fee. If I hadn't said anything, that would have gone unnoticed. How many other people have had this happen to them and not report it?

2. I think what is most disturbing is the non-caring attitude David Gant had towards my complaint. If that is how Pep Boys expects their managers to behave, how are you still in business?

I want to clear on this point. It's not so much the money that concerns me is the fact that your store manager doesn't seem to give a *** that a customer who spent $180 in his store has an issue with the invoice and he doesn't seem to care. It was an expensive lesson to learn but thankfully I know now that Pep Boys is no longer a place to do business and I'm lucky enough to have (3) competitors within a few miles that I'm sure will be happy to take my money without the attitude.

Reason of review: Poor customer service.

Monetary Loss: $24.

Preferred solution: Full refund.

Pep Boys Pros: Staff.

Pep Boys Cons: Store manager.

Location: Jacksonville, Florida

Do You Have Something To Say ?
Write a review

Comments

chat-icon

Please avoid publishing any personal information and promotional content

You will be automatically registered on our site. Username and password will be sent to you via email.
Post Comment
Guest

A month later and I'm still waiting on a call back from Pep Boys. I see a pattern forming here.

Pep Boys Reviews

  1. 307 reviews
  2. 91 reviews
  3. 44 reviews
  4. 17 reviews
  5. 21 reviews
Pep Boys reviews