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| - We scheduled an online appointment on 4/20/18, for our son to get an oil change on 4/21/18 at 10:00AM. My son left to drop off vehicle at Pepboys around 8:00AM, we live about 5 minutes away. Son asked the person at the service desk when would the car be done? Employee replied "they will probably start working on it around 10am. My son explained he had to work, so he needed the car by noon. At around 11:20, my son called thinking his car was already serviced, and Albert told him they had a delay, but his car was next to be serviced, and quickly got him off the phone. I called back at 11:25am, spoke to Albert and explained, we had a 10am apt., we dropped it off at 8am, informed Pepboys my son had to work and the car was needed by noon. Albert told me, they were about to pull it in and it would be done in 45 minutes, we went along with that. I told Albert that we would be there in 45minutes to pick it up.
I called at 12:56pm, just before we pulled into Pepboys, Scotty answered my call. Scotty said the car was not ready, it was waiting to be pulled in for service. I was upset, my son was already late for work, here we are, 1pm thinking the car was finally done but nothing had been done! What is wrong with this Place??? This is not the first time either, Pepboys in Chandler, just can't get it together. One time, my husband was sent home after getting an oil change at Pepboys, thank goodness he caught the oil leak right away. He called Pepboys and was told to drive back, Pepboys apologized, they said the drain plug was not tightened! Pepboys refilled oil back up, tightened-up the drain plug, and like magic, no more oil leak.
Anyhow, I explained to Scotty in great detail today's situation (stated above stated) I explained every single attempt (via in person or via phone) to inform Pepboys we needed car done by noon and every time they said it would be done.
Scotty's reply was very disrespectful, and he acted like I was lying to him. After I told Scotty I had an apt. he said "you don't". Later in conversation he saw that we did have an apt. but didn't even bother to apologize. When I told him the car was dropped off at 8AM, he said no, you dropped it off around 9:30am. My son called me from Pepboys parking lot, after he went through the line and had given possession of car keys; time stamp on call, 8:20AM, I was a minute away, he was standing outside. In addition, both my husband and son left at the same time (8AM) we live about 5 minutes away from Pepboys. Scotty, I know what time the vehicle was dropped off!
Pepboys employee's need to understand that rushing repairs out the door can result in improper repairs which is a form of negligence and can jeopardize customer's safety. Also, telling their customers what they say is not true, is calling them a liar. Scotty didn't agree when I called him on this! I don't lie, if anything, I'm brutally honest! This treatment is not acceptable!
No service was done to vehicle, my son needed his car to go to work! Pepboys, maybe you should train your staff on being upfront and honest!
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