Pep Boys, 4660 E. Tropican Ave., Las Vegas, NV - feel that did not receive correct diagnosis of car and treated badly

# 6 for August 10, 2003

Complaints.com received the following consumer message on August 9, 2003:

From:

RE: Pep Boys, 4660 E. Tropican Ave., Las Vegas, NV - feel that did not receive correct diagnosis of car and treated badly

I am writing this letter because I am very unhappy with the service that I received when I took my call to Pep Boys at 4670 E Tropicana Ave in Las Vegas. I called Pep Boys and found that they do not take appointments so I decided to arrived early at 8:15 am on 7/3/03 to beat the crowd. I brought my car in because it had a lot of hesitation when I stepped on the gas pedal. I waited over 7 hours to get my car hooked up to the diagnostic equipment. At 3:35 pm I was told what Pep Boys thought was the problem with my car.

I was told to have my spark plugs, spark plug wires, and fuel filter changed and the injector heads cleaned. I questioned this diagnosis right away since I had previously had my spark plugs changed and injector heads cleaned at the Ford Dealer and I changed the fuel filter myself. Tony Girlando, the service manger, then raised his voice at me saying, “Hey if my guy says that is the problem, then that is the problem”. I then paid the $89.99 diagnostic fee and left.

I felt that I did not receive a correct diagnosis of my car and that I was treated very badly. On 7/6/03 I filed a complaint on the Pep Boys web site. On 7/8/03 at 11:00 am I hadn’t hear from anyone at Pep Boys so I decided to call the store manager Paul Walker to file a complaint. Paul took down my information and said he would get back to me. On 7/11/03 I called Paul to see if he resolved the issue. He questioned the quality of the work that I had previously received and refused to give me a refund. Paul didn’t even address the rude service that I received. I am very unhappy with how I was treated at Pep Boys and I do not feel that I received the correct diagnosis. The Code of Ethics on your web site definitely was not used when I was being helped. I feel at the very least I

deserve a full refund of the diagnosis fee. Sincerely, Jamie Siligato