Pep Boys Almost Ruined My Saturday

Yesterday, I went to a Pep Boys in Houston to get the brakes changed on my car.  I figured that they would be busy so I called in the morning to ask if I needed to make an appointment.  The guy that answered said he could put me in at 11am.  That was cool with me.  He told me that since they accept walk-ins that there may be a car in front of me, but they would be in the next available spot.

Once I get there, the woman at the counter was nice.  She was helpful and got the paperwork done quickly, but then this chick dropped the bomb on me: the wait was going to be 2.5 hours.  “2.5 hours…to finish it?” I asked.  “No, 2.5 hours just to get it looked at.”

Now, I’m pretty sure she caught the dirty look I made, so she looked a little surprised, when I said “Ok, just call me as soon as it’s been looked at.”  I’m think she was already getting ready to get a manager.  I was upset because I had an appointment and really didn’t see why Pep Boys took appointments if they were going to make you wait anyway.  I decided to just hold my tongue because Pep Boys is viewed as low cost and in this economy, low cost competitors get slammed with business.  I decided to be a good citizen and try to be patient.

Sure enough, 2.5 hours later someone calls me and tells me that I need to change my front brakes and resurface the back brakes.  The price fell in the exact range I expected I told them to go ahead and do the work. I asked how much longer and I think he wanted to say an hour, but he finally said 1.5 hours.  Fine.

I get back to Pep Boys 1.5 hours later and some dude looks as me and says “Honda?”  I need about 45 more minutes.  Alright, now I’m getting more pissed off.  Why isn’t my car ready?  I’ve been already waiting 4 hours to get it done and it’s still not ready.

An hour later, I’m still waiting around the store.  That’s when I notice that there is a TV that shows what’s going on in the shop.  I find my car on the screen and NO ONE IS WORKING ON IT!  Why the hell are people standing around and no one is working on my car!?!

I was debating as to whether I wanted to say something, but the assistant manager comes up to me first.  He apologizes because he knows I’ve been waiting for a long time.  He explains something to me that something unique about my brakes is the reason why it’s taking so long.  He lets me grab a drink from the fridge while I continue to wait and he also offers me 10% off.  Now, I’m not easily impressed with salesman pitches and things of that nature, but I was impressed with his professionalism and seemingly genuine concern for having me wait.

In the end, I was happy with my new brakes, the price that I paid for them, and the level of customer service at this Pep Boys.  I think they may be my new car shop preference.  As long as the prices stay resonaable and the customer service stays high, I’ll be happy, and so will my car!


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Welcome… Matter of (my) Opinion! I hope you enjoy your stay & get in touch. Here, there's nothing that is off limits. I try to talk about anything and long as it's of interest to you, and I know something about it, I'll write about it.

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