PEPBOYS ENDANGERS FAMILY

I sent the letter which is below to the service manager at the outlet where the work was done and also to the corp. HQ of Pepboys and have still not received any reply or response. Their shoddy workmanship could have cost the lives of 5 people and they don't care and how do they get away with charging for labor they didn't do, especially when it was because they didn't have the right tool!? Here's the copy of my letter:

Dear PepBoys Manager: July 30, 2009

On July 24, 2009 I brought my vehicle in for service because it had lost power and the engine died during a small trip the day before. I was charged $842 to replace the fuel pump, the pump relay and the fuel filter. I told your man, Brian, that I needed to drive it to Idaho that afternoon and did not want it dying again. I also explained that I have an extended warranty and to please write up the invoice so they will cover the majority of the repair.

I picked up the vehicle mid afternoon and drove it home to load up for the trip and then five of us made it about 30 miles to south Salt Lake and the engine just died. Luckily, I was able to pull over to the side, but fuel was leaking out from under the vehicle. We immediately called your tow service line, but were stuck there in the heat for over 3 hours. It was almost midnight before were reached our destination. The mechanic in SLC showed me where the very fuel lines your people were working on had come loose, probably because the safety clips were left off.

I am explaining all this because I want you to understand my frustration and the concern I have had for my familys safety and also that I feel I should get some kind of restitution for the hellish evening we all suffered through due to the mistakes made by your mechanic.

Here are some other factors you should consider: I was charged for the labor ($49.80) to replace the fuel filter, but was called by one of your service personnel during their work and told that they could not put on a new filter because of the connection and not having the right tool or something. It does not seem right to be charged for replacing a fuel filter when the filter was never replaced. (please see the highlighted line on the enclosed work order) Also, I cannot receive reimbursement for the initial diagnostic or evaluation charge of $89.99 because it was itemized instead of bundled into the labor even after I had explained to your man that I needed an invoice for my service contract reimbursement. You should know these service contract companies are just like any other insurance company, they try to get out of paying anything they can, so itemizing the diagnostics as a separate service gives them an easy out. They also would not cover the pump relay or its labor since they are not specifically listed as a covered item. I mention these last items only because I think someone at your management level should be made aware that small things, such as the design of an invoice, can affect an individuals costs.

At a very minimum, I expect a refund of the fuel filter labor!