Report: #928416

Complaint Review: PepBoys

  • Submitted: Thu, August 16, 2012
  • Updated: Thu, August 16, 2012
  • Reported By: Rolando — Prescott Arizona United States of America
  • PepBoys
    1747 East Apache Boulevard
    TempeInternet, Arizona
    United States of America

PepBoys In early February 2012, PepBoys replaced and installed a new starter in my 2003 Kia Rio car. They also replaced and installed a 50A instead of 30A (manufacturer Specification) of the Ignition fuse. On TempeInternet, Arizona

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On June 27, 2012, Wednesday I drove the car to the shop by pushing to start it. The shop is about 85 miles from my home. I checked in my car at around 1:00 PM. I was told that as soon as any one of the first three bays (1, 2, and 3) got vacant, they would work on my car.

After about 30 minutes, one car was finished and driven out.  I thought that my car would be next but instead a different vehicle was brought in. And this went on as to the other 2-bays. I waited, hoping they would work on my car next once a bay becomes vacant again, just as they have told me.  But it never happened. In my brief stay at the shop, nobody even bothered to update me of the situation.


At around 4:05 PM, my son came and asked me to stay in his apartment.  We left my sons phone number and told one of the shop techs, Robert to call us for any updates.  Receiving no call, we came back at around 6:15 PM to check the car. 

When we arrived, the car was being checked and tested by Robert. He shown to us the blown 30A fuse he put when he attempted to start it and doesnt .worked. He told us to leave the car at the shop for 1 or 2 more days so a qualified electrician, which was not present at the time, can diagnose and check it thoroughly.  Note that I drove the car from 
Prescott and had to return home by shuttle bus instead at 10:00 PM.


28 June, Thursday, 2nd day:  nobody was working on it when my son went to the shop at around

                                            4:00 PM and as per Robert, they could not attend on it because they

                                            were still busy.


29 June, Friday, 3rd day: still no one was working on the car. According to Manager Steve, hopefully this might be
                                       checked  today by a qualified electricia
who was still busy when my son asked him @ around 4PM

30 June, Saturday, 4th day: when my son went to the shop and talked with Manager Steve and
told my son
                             that the starter was not the problem and they have to check
further tomorrow. My son
                             asked how many electricians they have and
answered two. But one electrician be leaving
                             that day and he could not
assigned him for he might not finished it and will be 
                             problematic to other
to continue it. And they were still busy.


01 July, Sunday, 5th day: My son didnt go to the shop.


02 July, Monday, 6th day: My son received a message around 11AM from Cindy that they have checked the
                               relay and found it OK and not to be the problem. He came
to the shop @ 4PM and
                               talked with 
Victoria and was told Steve was in vacation and Cindy will be taking over
                               who happened to be on lunch @
that time. He told Victoria to tell Cindy that it was
                               almost a week and no
positive/favorable progress had been done.


03 July, Tuesday, I traveled from Prescott to the shop in Tempe to check personally because my son received a call from Cindy that the ground would possibly be the only problem. My son and I talked with Robert, since Cindy and the electrician were been gone. According to him, still could not locate the problem.


On 04 July, Wednesday at around 11:00AM Cindy called my son that the problem was in ignition switch which they have placed the order and can be delivered after 3-days.


On 06 July, Friday @ around 6:10PM received a recording message from Pep Boys @ my home in Prescott, Arizona asking if I have been called about my car. Answered no and told that it will be sent to higher management.


07 July, Saturday @ about 4 PM my son received a call from the shop (Cindy) about the arrival of the ordered part made last 04 July. At around 5:30PM, they call back and advised my son that the part they ordered was not compatible as per electrician finding.  My son went to the shop and tried to talk with the electrician but he was gone. Cindy shown to him the work they have done and told my son that it might take a week to get the right part (ignition switch).


09July, Monday, @ about 4PM my son went to the shop and talked with Cindy. He was told that the part they ordered from Mark KIA will be received on Wednesday, 11 July. My son was able to meet and talk with Brian, the electrician.


11th July, Wednesday the ignition switch was received but still not the right part as called by Cindy to my son @ around 12 Noon of that day..


12 July, Thursday (Cindys off-day) as per Windy, who called my son that they sent back the part for replacement this day. as per Windy, they sent back the part for replacement and was received 13 July,  Friday received the replacement and still not the right parts as called and explained by Cindy to my son


14 July, Saturday my son went to the shop and met Cindy and explained to him that the connector is too big and need to be changed again. According to Cindy they called Mark KIA dealer and the dealer ordered two different parts and be delivered on the 17 July.


18 July, Wednesday my son went to the shop and was told that the delivered parts didnt fit again.


20 July, Friday no feed-back/call received and still waiting any development.


26 July, Thursday I was able to get a chance to borrow a car and traveled to the shop in Tempe. I asked one of the attendants of the store for the manager and he pointed him to me. I approached him at the counter, introduced myself and asked the status the car.

He told me that they are still waiting for the part, ignition switch from Mark KIA. I asked him about the 50A fuse they put instead of the 30A fuse for the ignition.

He told me it was no longer the problem and its now 30A and the problem is the ignition switch which they are keep on tracking to the supplier. I asked him how long it will take to get the part so I could have idea and be prepared and possibly ask for help for the inconveniences Im dealing.

I asked him why it took so long to know the problem from June 27 to 04 July. And to order the part will fully be depended on the availability and no fix date. (Take note that during the course of conversation being an Asian and English is my 2nd language could fully and fluently express it and every time I am stamping, looking for right words to say on spontaneous / argumentum conversation).

He told me that if I have complaint, I have to go to the supplier and make the complaint and not to him. I was stunned and surprised to hear it from the manager of prestigious company to a customer.

I asked for his card and requested to sign it to validate that I have spoken to him and been there but he refused and told me He dont sign. He even threaten me that he can issue me the release paper of the car. And even told me that I dont
understand what Im talking and complaining about. Or may be that becauseI am an Asian? I was so frustrated of the outcome of my trip and the reception I received.


I have sent and not been answered six (6) e-mails to their head office, Philadelphia, Pennsylvania customer care by their web form on June 30, July 04, July 09, July 14, July 21, July 27, 2012.


My mobility is very much affected and very costly. Up to this time, 16 August no feed-back received/heard from them.

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This report was posted on Ripoff Report on 08/16/2012 07:51 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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