The Pep Boys review: Store Manager Neil

A week or so ago I went into the Pep Boys in Audubon NJ. The undercarriage guard on my car broke and was flapping when I was driving. This happened a few months back and the mechanic zip tied it to my car and I was on my way. When I went back a week or so ago, Neil stated that he could look at it and he said it was 34.99. I said no because I was confused as to why I was being charged when I wasn't charged last time.

Neil stated that "we do not give out free service". I explained that I didn't ask that and that I was wondering why there was a charge. I had no issue paying, I was simply asking why. If I was told that it was a mistake on their part and that it is a chargeable service, I would have been fine with it. Then, I asked to speak to Neil's supervisor and his response was "I run this store; I am the boss". So, I asked to speak to his supervisor again and he refused to give me a name. Then I asked for a regional managers name and information and Neil said that there was no regional manager.

I went to my car, and I called the customer service number and filed a complaint. The store called after I filed a complaint and I was told that they would look at it. So, I went in and waited. The mechanic said that I would need a new guard. He took it off and I went home and spoke to my husband about it. He was unhappy at the way I was spoken to and what was said to me. So, he dealt with the store since Neil upset me so much prior.

My husband called a few days later and we were told that the part would be in either Thursday or Friday (the week of 11/5-11/11)

11/10 was Friday and still no call. So, we called and the young lady that answered was extremely rude and said that to have this part installed, I would need to pay OVER 300.00 in labor.

I was able to get a hold of an assistant manager and spoke to Joe. He is and was very helpful! He apologized and said he would take care of me...and he did. He got the part for me and didn't charge me because of all the issues I had before.

My husband went up on Saturday (11/11/2023) and got my car taken care of. About an hour later, Neil called my phone and asked me when I was going to resolve my outstanding bill. I was confused. Neil then started asking me question after question without giving me a chance to respond. He claimed he didn't know what was happening. I ended the call with Neil because he was extremely accusatory. He had not spoken to Joe about what Joe did to help me out. He was aggressive with his tone.

I called the store and spoke to Joe, and he handled it.

I do not think Neil should be running that store. He needs to learn how to speak to customers and how to handle customers. He also needs to learn communication skills. When he called me about the bill, he upset me yet again. He was really very rude towards me.

Joe should be store manager. He is sweet, Kind, and knows how to talk to customers. and honestly, the ONLY reason why I would consider returning to pep boys for my car to be serviced.

I can be reached at [protected]