Customer Letters
What our customers are saying:
Ann in Newark, DE
Dear Pep Boys,
I wanted you to know about the wonderful people who work at your PepBoys store #64 at 121 College Square in Newark, DE.
I have a 1995 Chevy Caprice and both the front side power windows stopped working (the glass went all askew when lowered). Believe it or not, my Chevy dealership told me that they might not be able to fix them and it would cost me over $1000, but PepBoys could do the job better and for less money! We are retired and living on small pensions and SS. I couldn't see spending that much money, but I could not get my car inspected in that condition or sell it in that condition. So I called your store in College Square.
My first contact was with Jason Barthel who gave me a very reasonable quote for the labor over the phone. When I took the car in to have the door panels removed to see what parts needed to be ordered, Jason was busy with another customer and Gerry Reed took me in hand. After finding out that the parts needed would have to be genuine GM parts (no aftermarket parts were made), my bill would have been almost $1700. I was ready to leave and just try to sell the car as-is and take my losses. Gerry Reed and the mechanic Dan Brooks went above and beyond for me and found the pieces needed so Dan could rebuild the regulator arms at a fraction of the original cost. All this was done in the kindest and friendliest manner. I was so happy and relieved that I almost cried. I have never been treated with such respect, openness, and professionalism in an auto shop. They deserve to be recognized for such top-rated service!
As I was sitting in the waiting room, I also noticed the interaction between other PepBoys employees and customers. They were open and friendly in their interactions and everyone seemed happy. What a great store!
Sincerely,
Ann B. Zagari
Karl in Philadelphia
Dear Pep Boys,
I want to thank Lamount Curry (manager – store 342< W. Allegheny Ave, Philadelphia, PA) so much for helping me with a flat tire on Saturday, June 6, 2009.
Anyway, the real message of this email is to thank you for your time and expertise in getting me going again. My young son and I were just returning from a religious service, we were both in an inspired frame of mind, when all of a sudden the tire went boom. You could have passed the buck, we could have waited uncomfortably in the heat for AAA service, but you helped us lift the car, change the tire, inflate the spare and get us going ... all of that expertly and cheerfully. It may not have been a big deal to you, but it sure made a great day for us. You provided a lesson in generosity and customer care that I am proud to have had my son experience.
Thank you always for your kind deed.
Ever best,
Karl Middleman
Karl Middleman
Artistic Director
Philadelphia Classical Symphony
Philadelphia, PA 19107
Anita in Utah
To Whom It May Concern:
I know that many people only take the time to write a letter when they wish to complain about something. I, on the other hand, am taking the time to write this letter to inform you of what a GREAT job I believe your company is doing! I have been an extremely loyal customer for a long
It's no secret that consumers these days are faced with more choices than ever before. We consumers are bombarded with television commercials, magazine ads, and even Internet ads. Although these types of advertising are undoubtedly effective, I believe that the best way to get introduced to a GREAT product is by word of mouth. I've told everyone I can how GREAT your products are. Given many other brands to choose from, I consistently choose your products.
Your time-tested reputation for quality and innovation are tops in the industry.
I will continue to choose your company for many years, and I will continue to promote your company by word of mouth. Thanks for taking the time to read my letter, and thanks again for the exceptional products!
Sincerely,
Anita York
Bountiful, Utah 84011
Christine in Lindenhurst, Illinois
Dear Mr. Robinson,
Last Friday night, Illinois had some terrible storms and tornadoes pass through. My car’s electrical system died that night. Since I had been to Pep Boys in the past with similar problems, I had the car towed there the next day. The store and all the stores in that mall had flooded.
The staff there was phenomenal. The store itself had a few inches of water, but they were open for business and the floors in the “bay” area and the “customer areas” were clean and dry. Despite all the conditions, the crews cleaning, the noise, the patrons being crabby, the staff remained professional and kind.
Our car’s mechanical problems started out simple but after further investigation became more complex and costly. We made multiple calls to Pep Boys that day and with every call, they were very conscious of their customer service.
I would especially like to thank these people for their professionalism, decency and ability to work through very tough conditions.
Leo
Debbie
Nate
Charlie
They made a tough situation into a manageable one.
Sincerely,
Mrs. Christine Daniels
Lindenhurst, Illinois 60046
Lin in Salem, NH
I went to your Salem, NH (South Broadway, Rt 28) location this evening for a battery. We were under the impression that we could handle replacing the car battery our selves...we we're wrong!
After attempting to install the battery, the car wouldn't start, there was no noise, lights- nothing and we were frightened out of our minds.
I went into your store asked if they could help, your store Manager Matt and a mechanic of his came out with out question.
They saw exactly what was wrong (future hubby not so awake while installing battery) and that was that...so we thought.
Matt and his mechanic went back inside Sonny (my mate) installed the battery correctly BUT nothing happened again, not a sound, light --- NOTHING!!!!
I went back inside your store and with out having to say a word, Matt saw my face and said "I'm coming right behind you, what's happened?" and he figured out that we blew a fuse, Matt went into your store got the fuse and he shadowed our every install move to make sure we did it correctly.
I started my car and YEAH, it was the best feeling - it started!!
We were inches from calling AAA asking for a tow, tears were welt up in my eyes but thank Goodness your crew is Supervised by a knowledgeable, caring Manager. They were a great BIG, HUGE help!
Matt Groleau and his Mechanic Crew deserve an "at a boy".
Please make sure they are aware of a POSITIVE email being sent from a very grateful customer.
I will make all my purchases and car repairs through your Route 28 store.
Thanks Matt and the Rt 28 Crew!!!!!
Sincerely,
Lin Marshall
(Re: Store #0848, 524 S. Broadway, Rt. 28, Salem, NH
Diana in Philadelphia, PA
I wanted to take a few minutes to tell you about my morning. Sometime before 9am I was driving to work and as I was turning the corner at Henry Ave onto Hunting Park in Philadelphia, I hit something. Instantly, I heard my tire pop and it flattened right away. I pulled over and started to panic (I don't have AAA and don't know how to change a tire--- I wasn't even sure that I had a spare in the trunk!). And to top it all off, I already knew that I was in dire need of 2 new front tires.I started walking down the street to figure out exactly where I was and there in front of me was a PepBoys! I thought I was saved! I walked into the store and was greated by the Manager, Lamount Curry. With a smile, he asked me how he could help and I told him what happend. To my dismay, he told me that the particular PepBoys that we were in was not a service center and didn't even sell tires. I almost started crying! But instead of saying that he couldn't help me, Lamount came out to my car to assess the situation. He saw that the tire was a completely lost cause and informed me that the nearest PepBoys service station was about 4 miles away. I was sickened when I thought that I was going to have to call a tow truck to get me there and the amount of money that would cost. Instead, Lamount told me that he couldn't leave me stranded and found my spare in the trunk, used his own jack, and put the spare on for me! He expected nothing in return and could not have been more gracious! In addition, he personally called the other PepBoys (the service center) and talked to their service manager to make sure that I would be well taken care of there. In a matter of a couple hours, I had 2 brand new tires and was heading back to work. What could've ended up being a disastrous day ended up being not so bad because of the kindness of your PepBoys' Manager, Lamount Curry. I cannot tell you how thankful I am for his help and he should be commenended!
Now that is good customer service!
Thanks so much for your time and your service,
Sincerely,
Diana Iskolsky
(Re: Store #0342, 3101 Allegheny Avenue, Philadelphia, PA)
Rebecca in Evansville, IN
I was driving when I suddenly ran into a big pothole; my tire was hissing and the wheel cover was completely blown off. I carefully drove my hissing car to the Evansville Pep Boys, but the store was already closed. I drove around to the side and noticed that someone was still there.
James Moxley greeted me cheerfully as he glanced down at my hissing tire. He quickly fixed the tire, but informed me that we would need to find the missing wheel cover because it would cost a lot to buy a new one. He offered to help me look for the cover. Somehow, Jimmy found the cover on the other side of the highway median, retrieved it and put it on my tire.
Jimmy acted in a way I would have never expected from anyone. I am so grateful that he was willing to go the extra mile to help me!
Thank you!
Rebecca
(Re: Store #0233, 101 Metro Avenue, Evansville, IN)
Steve & Patty in Orange, CT
My wife and I stopped at your Orange store to purchase tires for my son's car, where James Dirienzo helped us. Not only was James accommodating, but he was also able to get the car done in only an hour!
Although James was busy, he managed to help us in no time at all. I think that in this day of difficult customer service, you should know that your employees, especially ones like James, continue to go above and beyond the call for customer satisfaction!
Sincerely,
Steve & Patty
(Re: Store #0222, 143-145 Boston-Post Road, Orange, CT)
Ken in Charlotte Pike, TN
I was travelling home from Florida, when I noticed oil leaking from my engine compartment. I arrived at the Charlotte Pike store, only to realize that it would be closing within the hour. Luckily, Rob Erdman offered to stay and fix my problem that very day.
Rob had my car back in perfect condition in no time at all. I was so happy to be able to continue with my vacation that very night! I think Rob deserves congratulations for his hard work and dedication.
Thanks,
Ken
(Re: Store: #0149, 5330 Charlotte Avenue, Nashville, TN)
Andy in Matthews, NC
I visited the Independence Boulevard store looking for touch-up paint for my car. One of your associates, Bilal Ahmadbey, was coming to work and noticed that I had the hood up. He asked what the problem was and I explained that I was trying to look for the color code. Bilal helped me locate the color code and then he went in the store to begin his shift.
Imagine my surprise when I walked over to the paint section and Bilal was standing there with the correct paint for my car. He even offered to go back out to my car to make sure that the paint was a perfect match.
As far as service goes, it's always the little things that end up counting the most. Pep Boys has always served me well for automotive repair, but I am equally impressed with your customer service, especially Bilal's!
Thanks!
Andy
(Re: Store: #0150, 9415 E. Independence Blvd., Matthews, NC)
John in Peoria, AZ
I wanted to thank Steve Aberle for helping me with my car battery. Steve carried my old battery out of my car, tested it, pro-rated it and helped me select a new battery. He even carried the new battery out to my car!
Though carrying a battery may not seem like a big deal to most, Steve's help really impressed me. This type of great service will keep me coming back to Pep Boys!
Sincerely,
John
(Re: Store: #0748, 7440 W. Peoria Ave., Peoria, AZ)
David in Calexico, CA
I just recently had my wife's car serviced at your Calexico store and want to commend Frank Robles for his help in ensuring that the car was serviced properly.
Frank was honest about the work that was being done and always took the time to answer my questions. He left me feeling confident that my wife's car was receiving the best service.
I'll continue patronizing your store due to the great service I've had from Frank and the entire staff at Calexico.
Sincerely,
David
(Re: Store: #0771, 400 Imperial Ave., Calexico, CA)
