Pep Boys Reviews 274

I live in the Phoenix, Arizona metro area and my experience with Pep Boys was so awful that I wrote the CEO of Pep Boys, Mr Scott Collette, via USPS certified return receipt on March 25, 2024. In that letter I supplied documentation of the terrible store Manager experiences with two different Pep Boys. To date, June 1, 2024, I have yet to receive any type of response!

Note: When contacting Pep Boys corporate with a complaint, Pep Boys simply forwards that complaint to the store manager of which you are complaining! That manager (I was told via telephone) simply "closes out the complaint" as resolved!

What benefit is that to the customer?

Beware of Pep Boys!

Beanie in Baton Rouge was great.
Flat tire not purchased from pep boys he went out his way to get it fixed. Honest dude

Airline hwy at old Hammond hwy

HI EVERYONE, THIS IS VEGASFLETCH. I DROPPED MY 2012 FORD ESCAPE OFF AT PEPBOYS 637 E. SAHARA LAS VEGAS, NV BUT FIRST I MADE AN APPOINTMENT THROUGH A YOUNG MAN WOSE NAME IS BODIN. THEY WERE BUSY AND HE SAID HE COULD TAKE ME THE NEXT SATURDAY AT8:30AM. I SAID GREAT BECAUSE I WOULD NEED TO DROP MY 2012 FORD ESCAPE FOR A TUNE UP, OIL CHANGE, BRAKE AND ROTOR CHANGE AND NEW BELTS. BODIN TOOK CARE OF IT ALONG WITH MASTER MECHANIC JOSH. WHEN I DROPPED OFF MY SUV, JOSH TOOK CARE OF THE PAPERWORK AND BODIN SAID IT WILL BE READY ON MONDAY! WOW, THEY WERE EXACTLY RIGHT. THEY HAD A LOT OF CUSTOMERS BUT MOST WERE LIKE OIL CHANGES AND FIXING FLATS AND THINGS LIKE THAT. I ASKED BODIN AND JOSH TO KEEP ALL THE PARTS AND THEY DID. I WAS VERY IMPRESSED BY THEIR FRIENDLY PROFESSIONALISM AND KNOWLEDGE OF WHAT THEY HAD TO DO. THEY KEPT ME INFORMED AS TIME WENT ON AND EVERYTHING WAS SEAMLESS. WOW! I GIVE BODIN AND JOSH 5 STARS WITHOUT A DOUBT. THEY MAKE A GREAT TEAM AND THEY ARE STRAIGHT UP FAIR AND TELL IT LIKE IT IS. THANKS AGAIN BODIN AND JOSH AND IF YOU HAPPEN TO GO TO PEPBOYS AT 637 E. SAHARA, TELL THEM YOU READ MY 5 STAR COMMENT. YOU NEVER KNOW WHAT YOU MIGHT GET!

My husband was just there trying to get his van serviced at this location 4397 N Pine Island RD, Sunrise, FL 33351. The guy at the front desk was so rude to him. The minute he walked in he said he’s on conference and told my husband that he can’t help him and that he must wait. So, my husband said he can’t wait. He tried looking up his name in the system, but couldn’t find it, so he literally told him I shouldn’t even be helping you anyway. He didn’t catch his name, because as the guy was continuing talking and being rude my husband walked away.
What kind of customer service is this? He could’ve been a little more professional about how he talked to my husband or anyone else. Not sure if he was the manager and if he was then you need to train your managers to be a little more professional when talking to customers. We’ve been to this pep boys before, but now you guys lost our business. TRAIN your staff to be more professional to customers.

In my previous review I had put Pep Boys on Commercial, but it's actually the Pep Boys on Pine Island.

I read people complaining, about Pep Boys and I thought, if I ever wrote a review, this is the time. Monday the 6th of May, my frt right brake, fell apart. On Saturday the 4th of May, I had my Rotors and brake pads replaced. Apparently they were to have used Lock tight on the bolt going through the Calipers. They did on 3 of the bolts, forgot one of them. The closet place to me was Pep Boys. I called first and told them what had happened, the store mgr said to bring it in. I had it towed there and the took an hour before they could look at it. They spent about 45 minutes on it and spent another 45 minutes trying to find the bolt. The dealer said they might have call back in the morning. They were so nice and apologized for not being able to locate the bolt before closing. They called me in the morning said they were waiting on dealer and that they call back soon.about, 2pm they called and I picked it up. My bill was under a $100.00. They were super busy and yet took the time to help me out. Thank you Pep Boys, you are the best ! Sherrie R. 830 SE Military, San Antonio, Tx.

Clermont branch 1437 Sunrise Plaza 34713. Made an appointment for 2:30 to have an oil change, and “check engine” light diagnosis.

Arrived at 2:20 to be told it would be at least two hours before they could look at the car. Waste of time, and gas. Not acceptable.

What’s the point of making an appointment?

My opinion... Save your time and money and go somewhere else.

This will be the last time i go here. Billed at $158/hr to replace an oil pan gasket, electric fans coming on even in 37 deg weather, AC compressor making noises and 2nd time looking at my brand new brakes squealing. Only thing fix/diagnosed was my oil pan gasket that was replace at $158/hr. Told my brakes squeal because they just do.. Their resolution to my brakes, to bring it back a 3rd time and have them look at it... What are you going to find this time? You already had my truck 2 times before for 2 days total of time with no answers. A 3rd will make no difference.

My air conditioner quit and I took it to Pep Boys and was diagnosed with a blown compressor. A new one was installed and lasted a couple of months when it quit again. Another compressor was installed under warranty and then I didn't use the A/C all winter. When it came time to use it again, no cold air was present. Now they tell me that it leaked from a part that they didn't touch. Funny, since after the second compressor was replaced I was told that basically the whole system gets swapped out because of debris in the lines. They want to charge me $800+ to repair it again because the part is not under warranty. I'll go give my money to a different shop if they won't honor their worthless warranty.

Dear corporate,

Please pass this along to human resources as I feel you should be fully aware of what kind of treatment your general manager at the Sacramento CA Arden location is treating their customers. Here is my review:

General manager, Bryan was outright rude, condescending, racist, and clearly miserable at his job! I pulled my car in at 6:15pm on Monday evening 04/29/2024 after my car had a run flat warning on my BMW. I walk into the shop and ask if some can help me, without even looking at me he's already mumbling under his breath and takes a deep breath. Already annoyed with me and said, we're closed!" I then ask him, well can you at least help me out and take a quick peek and let me know if it's air that is out or if it completely popped? He said, "we're closed and I'm trying get out of here." After looking up online, Pep Boys is supposed to be open until 7pm. I understand he wants to leave, but here is an Asian female kindly asking him for his help, a minute of his time and he wanted NOTHING to do with me. As I was walking away, he started saying things as I was walking away. Stunned by the way I was treated I could not help but feel sorry for this man. I am a director of a well known company that has been around for 50 years and this was a true low of customer service. This guy should not be the face of what I know of Pep Boys to be. You can do better and you should do better. I am a customer of your location and have sent many family members and friends to the Arden location. What a shame! Bryan, you treated me like a piece of dog poop. No matter how bad your day was, you should NEVER take it out on other people. I hope you never get to treat anyone else the way you treated me tonight. Waving me out of the building like I was a worthless person. Kindness begets kindness, you should have some humility and treat people the way they deserve to be treated. Shame on you, Bryan! Bryan Worlan, Wordell, Wordall, whatever your name is.

They helped me decide which service was necessary at the moment and which I can wait for. Friendly and told me accurate information.

Pep Boys went above and beyond when they serviced my vehicle today. The staff (Mike) was very understanding of my situation and took pains to take care of the problem. Shout out also to Justin who worked on my car. Really great guys at Stratford NJ.

Staff was friendly and professional. Car ready when said. Luis the tech was kind.
Also a clean work environment and store was clean of food stuff.

On March 26, 2024 I took my 2014 Ford Fiesta SE into the Annandale, VA Pep Boys repair shop to have both front and rear axial brakes replace with a premium brake package. The website for Pep Boys showed the following work will be provided under the premium brake package:

Install new break pads/shoes, Lifetime free replacement of break shoes/pads, 24 month 24,000 miles labor warranty, resurfacing of rotors, break fluid exchange. This premium break package is listed on their website costing $239.99 with a coupon discount of $40.

The new premium brake package for the real axial cost is shown on Pep Boys website as $209.99 with the same coverage as for the front axial.

Problem one is that a standard break package was installed rather than a premium break package which I requested in writing when I checked in for this appointment. The standard break package provides break pads/shoes at a much lower quality than than the premium brake package and only has a 12 month 12, 000 mile labor warranty for the front and rear axial break work. And I had to pay an additional costs of $630.23 for total break work on both axial. Also, the standard break package does not provide lifetime free replacement of break shoes/pads.

Problem two is that I was informed that the front rotors no longer are being resurfaced by this shop so new rotors had to be installed at an additional cost of $293.98 for me.

And the rear axial break drums no longer are being resurfaced at this shop so an additional cost to replace both drums of $297.98 was my additional cost.

In summary, I provided in writing that I wanted a premium break package installed on both the front and rear axial with a cost provided at Pep Boys website of $449.98. However, the premium break package which I requested instead was not installed. Instead a standard break package was installed. My total cost paid for break service on both front and rear axial was $1,080.22 which cost me $630.24 more that the premium brake package which I requested upon checking in for my appointment.

After I was provided with the total billing I asked why the premium break package which I requested was not used and was told that the Pep Boys website was not updated and that this package was no longer available.

My question is there any way that I can obtain a refund from Pep Boys for the additional cost I incurred of $630.24 be obtained? I do not understand how Pep Boys can post break services and this cost on their website and not be held accountable to provide this service at the cost shown on their website.

Unfortunate, I am unable to afford the services of an attorney to sue Pep Boys. In fact, this additional cost has financially put me a bind to be able to pay my other bills.

If you can provide me with any assistance in retrieving some or all of the additional cost for this break service I am greatly appreciative.

Ken Tinsley
7211 Layton Drive
Springfield, VA 22150

PepBoys in Hainesport New Jersey charged me for an alignment and parts and never did any of the work. I have been trying to get my money back for 7 months. I even supplied them with a receipt from Goodyear who ended up doing the work. Very unprofessional !!

Made an advanced appt for an oil change and tire rotation. I waited for the service to be completed. When I got home, reviewed the invoice only to learn they contacted my fleet provider and claimed I needed 2 tires which they approved. They never came to the waiting area to show me the problem. After several attempts to follow up to determine validity of this, Pepboys never followed thru to prove the need. Looks like I was scammed. Will never return there again.

I contacted a friend regarding getting an alignment and asked her if she knew of any place that had something affordable. She said Pep boys had a $99 package and I paid about $110.
I went online to Pepboys.com>Tires> Tire Services> Alignment>make an appointment. There is also the section where I visited Pep Boys Computerized Alignment Service Package.
I scheduled an appointment for 8am/ 2/29 and selected the $99 package.
The website does advise that there will be a shop fee included.
The website does not advise that a charge of 29.99 will be included for a sensor that is part of the package.
I was never advised as to what this part/service was, why I needed it, and that an additional charge would apply.
Upon realizing that I was going to be late for work, I hastily paid the receipt and was told that everything I needed to know was on the receipt he gave me.
After returning home and logging into work, I reviewed the receipt and realized that I was charged for unauthorized services.
I did not call immediately, a little later when I had a break and spoke to Kavaris Purnell who advised that the 29.99 was included in the package. And when I advised it did not say that on the website, he advised that he had nothing to do with the website prices.
False advertisement, as you have to fully disclose all prices and services so your customers can make an informed purchase decision. I was discriminated against because I am a female, as your shop workers assumed I would not know better.
Upon trying to go to my doctors appointment later that day, my car was not driving properly and making and extremely loud noise.
I called and spoke to someone from customer relations and filed a complaint. As I was driving home, my steering wheel felt as if it became loose, my car went to the left and then to the right, almost causing me to collide with an 18-wheeler. I pulled over and called 800-pepboys again to add to the complaint.
I received a phone call from Robert, who advised me to call pep boys and have them tow my truck to a location of my choice.
I called the one on Malcolm Drive and my car stayed there from Thursday to Saturday. I was advised at 6:32pm when I called that I needed new control arms, in which I had already had that replaced in February 2024.
I believe it was Brandon, who advised me that he would call me back. When he called me back he advised that my arms needed to be tightened and my car would not be ready til Tuesday as the mechanic is going out of town on vacation.
I was left with no vehicle, no transportation to get around, and not one offer to assist me in getting a rental, but extorted money from me by charging me 29.99 for a part/service that I did not request and was not informed of and then attempted to do it again by saying I needed a part in which I did not need.

EPIC FAIL!
I BROUGHT MY CAR IN TI PEP BOYS IN CULVER CITY FOR AN OIL CHANGE WITH AN APPOINTMENT TODAY AT 3;30
When I checked the lady looked up my car and told me they did not have the oil filter in stock. I suggested I rbing it back tomorrow but she said they can get the part in an hour and I’ll be done by 5:00 PM.
I come back at 5:00. Car is not ready. I check in at 5:30. Car is not ready. I check in at 6:00. Not Ready. Finally at 6:15 they inform me that they had a “new guy” working on my car and he accidentally emptied the TRANSMISSION FLUID instead of the OIL!!!
Luckily he did not pour oil into the transmission fluid.
Car won’t be ready until tomorrow
?????
How can someone not know how to do an oil change? I am never coming back again (once I get my car back).

Been a customer for almost 20 years. The company has changed and only wants to up sell. Needed new brake pads and rotors for my 2018 Toyota Highlander. I got a quote and they wanted to immediately perform the services. I had another appointment and didn't have the time. I felt the work was way over priced. I went to a car dealership close by and I got the same work done with lifetime warranty on front brakes for less than half the price quoted. I saved over $700.00. I will never return. Gone...

Took my truck to pepboys to get new tires they had the ones ibwanted at a food price so i bought them online and made a appt. I show up on time for my appt and it took them 2 hours to change 4 tires. Heres the icing on the cake. They tried to tell me i needed new lug nuts and tried to sell me lugnuts for $16 each there are 24 on the truck that would have been $384 for a $40 set of lugnuts. The person who called me was rude. I asked her if she thought i had sucker written on my forehead. That was just stupid. Told her just put old ones on. I was a mechanic for 10 yrs so i know better checked lugnuts out later and there was nothing wrong with them. Maybe if they used the right size socket they would not have a problem. Would not ever recommend them to anyone

Gross negligence, improper battery connection
Purchased a battery at this location on 11/24. While driving in Atlanta traffic on 1/5, in the middle of a busy intersection, on a hill my car lost ALL power. I could not even open my door, put on the hazards. The car was dead. The police had to come and block the road off so that I did not get hit as I was clearly a hazard. The police towed the vehicle to Capital Cadillac and lo and behold, I was told that the positive terminal to the battery was over tightened when the battery was installed. I called PepBoys and was assured I would be reimbursed for the tow and the repair as it was clearly a result of their gross negligence. Capital Cadillac also provided a letter stating the same. Excuse after excuse and nothing. I could have lost my life that day being in the middle of rush hour Atlanta traffic with absolutely 0 power in my vehicle.