While my experience didn't start out great, the management team made it right by being honest, apologetic and understanding of my own situation.
I had a scheduled appointment for 8am on a Saturday for 4 new tires. Due to reasons unknown to me at the time, the store did not open on time, technicians were not at work, etc. All I knew at the time is that my appointment was not being kept and I was growing increasingly frustrated.
While one of the staff tried to apologize and explain the delay, it was not satisfactory to me and as I waited nearly 5 hours for tires to be changed, my day was quickly getting behind.
After writing to www.pepboys.com and explaining my situation and frustration, the management team contacted me and offered a partial refund of services. Obviously, this didn't make up for the time lost, but it squared it with me and allowed me to see that this management team takes ownership and has accountability for the actions of their staff and store.
Mike was very understanding and apologetic and explained the situation to me which turned out to be a series of unforeseen events.
While the initial experience wasn't what I wanted, Pep Boys made the situation right.
Thanks Guys
Special nod to Nick who was patient and very apologetic during my initial visit.