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Original Comment This was my Yelp! review, and sums it up...<br /> <br /> <br /> <br /> It is crazy to think in today's economy and so many options out there, that a major corporation has such poor customer service, and an inability to reach anyone at a level higher than the store or Regional Director to discuss. Here is my story...<br /> <br /> <br /> <br /> On the way home from picking up my car at Pep Boys for an unrelated issue, my car died. Pep Boys towed it back to the shop. Upon inspection, I was told I needed a new fuel pump ($750). Within 2 days my fuel gauge was not working. I brought it back to PB and they replaced the fuel pump again, thinking this was the issue. However, it did not address the problem. I was then told the two were not related (fuel pump and fuel gauge). It was explained I needed to take my car to the dealer for a diagnostic, and if they said the two were related, PB would pick up the bill. The dealer identified the two were in fact related, and PB said they would fix the issue. The dealer had explained tto PB the issue was not the fuel pump, but the sending unit, and had noted this in their diagnostic. <br /> <br /> <br /> <br /> When I brought my car back to PB for the 4th time (not including the trip to the dealer), I was told they were going to replace the fuel pump AGAIN. I explained how I didn't understand why I needed to waste my time and inconvenience or why they needed to waste their money and labor time attempting to fix something that was not the identified issue. There was such arrogance with regard to the issue, regarless of the fact the dealer told them the pump wasn't the issue. This was the step I was forced to accept. That trip required my car for 8.5 hours with no communication in between to discuss what what happening. When I picked up the car, guess what? Replacing the fuel pump didn't fix the problem with the fuel gauge...go figure?!?!?!? I was told I might need to take my car to a master technician in Escondido to fix the problem. Mind you, this is over 30 miles away, and they do not offer a shuttle service of any kind. It was also explained that they needed to watch their costs, and is why someone within the company may have to take care of the problem vs. them paying the dealership. I was told if the expense was too high that I may need to pay the bill and submit for reimbursement. Their problem over and over again, though I was supposed to be inconvenienced AGAIN. Have I mentioned I am a single mom with a 7 &amp; 9 year old?? <br /> <br /> <br /> <br /> Throughout out the entire experience I have been treated with such a lack of concern with an attitude of arrogance. Never has there even been an apology, or any kind of consideration for the number of times I have gone out of my way for their issues. In fact, instead I was told &quot;Sorry this isn't going the way you wanted.&quot; I hope the fact that I am a woman they didn't feel they could continue to treat me with such a lack of respect, and as if I had no clue as to what I was saying or doing. Not the case. <br /> <br /> <br /> <br /> Now let's discuss the customer service team at 800PEPBOYS. All very helpful...thank you. HOWEVER, no one has been able to get me to anyone further than a store level. The day I opened a case, I was told I needed to wait 48 hours to escalate the case. I explained that I had already given the store ample opportunity to rectify this problem, and I needed to speak with someone at a higher level. I was told an email was sent to the Regional Director separately from me opening a claim with the request to contact me. In a response email, even the RD stated he instructed the store level how to handle it. Sorry, but you cannot just sweep issues under the carpet. Customer service had documented all of the issues, therefore the RD would have seen the service I had received to date, yet there was no concern. <br /> <br /> <br /> <br /> When I have attempted to call to speak with someone at the corporate office, it requires you to have an actual name of someone vs. being able to speak with an operator who might be able to direct you to the proper person. Pep Boys has a system that blocks the customer to deal with anyone higher than the store level or a customer service representive office with the highest person being a customer service supervisor who is not even at the corporate level. <br /> <br /> <br /> <br /> Athough many issues have arisen from the beginning of this process, that have gone unmentioned, I want everyone out there to know the type of service I received from Pep Boys.<br /> <br /> <br /> <br /> 1. I was lied to numerous times by the service manager, and the communication has been horrible every step of the way<br /> <br /> 2. I was treated with arrogance and given a runaround during visits and conversations<br /> <br /> 3. Pep Boys has a system that blocks you from talking with anyone at a level higher than the store<br /> <br /> 4. The Regional Director, knowing all of the issues, has not responded to my requests in 5 days now<br /> <br /> <br /> <br /> It is crazy to think there is no one available to discuss these issues with higher than the people who created the problem or someone who does not have any type of authority to rectify the issue. HORRIBLE!!

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