"How long will it take to replace our car battery?" we asked. "There's one car ahead of you and it's almost done, so you're next," replied Brian. Although we've encountered snags during previous visits to Pep Boys' Service Department, on 12/17/2012 we experienced a catastrophic meltdown. \r
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While we waited patiently, several other customers came and went. When we finally did speak up, a service rep lied, assuring us that our car was in the shop and being worked on when in fact it was still sitting outdoors where we had parked it.\r
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Incredibly, we waited 2 1/2 hours for a simple battery replacement. By then, mere apology was just not enough - the unexplained delay, deception, and taking care of other customers ahead of us were totally unacceptable. So, we pointed to Pep Boys' Express Service Satisfaction Guarantee displayed prominently on the wall (a refund if you're not completely satisfied). The Service Manager refused to honor the guarantee.\r
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A dispute escalated, during w
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