Pep Boys

I had an appointment scheduled this morning. My father goes off to drop the vehicle for the appointment only to be told that the mechanic who was to perform the work was not available. No one at Pep Boys could pick up the phone to call to cancel the appointment. Highly unprofessional!

I had a thermostat put in my car and like a fool didn’t ask for a price. I figured since the part was only $ 15.i assumed the labor couldn’t be anymore than a hundred to a hundred and a half. well the anti-​freeze added another 70. okay that’s cool. the total bill was 300.00. pep boys charges the amount for labor that the book says it takes (100.00 a hour) regardless if it takes that long or not. okay so the next day my water pump went. I called pep boys figuring maybe I’d get a break but no, said the water pump has nothing to do with what they did. it’s all the coolant system. he quoted me another 488. forget it, no more pep boys for me. I went to a local repair shop and got it done for a flat 300. had to have all new anti-​freeze again.

Despite the other negative reviews, I had a pretty good experience there. I got three new tires and everything went great. The customer service people were pleasant and kept me informed with what was going on. My only complaint: the waiting area was a bit gross and the table was sticky, but at least they had wifi. I won’t include this detail in the actual review as the waiting area isn’t important to those who drop their cars off. I only had an hour and didn’t have time to get the tires balanced, so I will be going back tomorrow to do so.

Worst service ever. I had an appointment to replace my car’s battery that I scheduled on their website. When I arrived there, the workers were all giving me attitude as if they were doing me a favor. Then it turned out that they couldn’t replace the battery and told me to go to the dealership. Why waste my time and advertise on your website you can replace it when you can’t! I’m never coming back here.

I have been following Alie, the general manager of this Pep Boys, for over 10 years — from this Pep Boys (Everett) to VIP (Watertown, which is a haul for me) and back again to this Pep Boys. I have had nothing but excellent service (from Alie as well as his staff), and I have always had the confidence that I was not getting sold service that I didn’t need. Often, I have gone in there assuming that I needed more service than I ended up needing. And that’s why I keep going back. I did not know Alie before going there, I do not work for the company (I’m a teacher), and I recommend Alie and his crew to all of my friends and colleagues who are looking for a mechanic they can trust.

I have had a company of my own in motorcycle rentals to the public, and did the maintenance and repair of my equipment. Now I provide service to customers who need to have their vehicles relocated to destinations of their choice across the country. In my business, I drive my personal auto-​transport truck to the customers’ selected destinations to make the deliveries of their vehicles. To stay in business in a very competitive environment, I need to satisfy the varied and high expectations of my clients. Experience has demonstrated, that my customers expect, and get, excellent results — but unrealistic demands can arise, where customers’ demands are unreasonable. Any accountable and reasonable professional service provider must occasionally say «no» to the customer, for the good of the Company. Over the many years of professional dealings with Alie Attar, I have always been very impressed by Alie’s excellent technical know-​how and his management skills. Five stars!
Sincerely, Greg and Laima

Brought my wife’s car for an oil change. She set the appointment for an oil change, tire rotation and other checks i.e. full service oil change. They have a nice service area where you can watch them work. Unfortunately, the only work done was an oil change and I was charged for the full service. This was after a 4 hour wait. I had to argue with the staff they didn’t do the work and only after talking with the manager did I get charged the right amount. Its a newer Pep Boys and pretty good parts department but how can you trust them after pulling a fast one with a simple oil change. Forget about having any serious work done here.

Great experience.
Technician was very friendly and professional. Knew what we asked for service and only did that (no $ 5 extras here and there). As one comment said its easy to feel like just a number to a big company like this but they definitely made the extra effort and it was appreciated.

Sometimes going to Pep Boys feels like Pep Boys roulette — hope for a technician and shop that will treat my car with the same respect and care I do. This Pep Boys stands out as the best Pep Boys I’ve been to anywhere in the US.
Pep Boys is a big corporate chain and it’s easy to feel treated like cattle. This store went above and beyond in resolving a tire warranty issue that started at a store in CA. The service team was excellent in showing me technical details about my suspension — in a way that satisfied someone who usually does his own work on his own car.
Alie especially is excellent. With the exception of one individual store clerk who I found to be incompetent, this store is completely turning around the Pep Boys customer experience.

Honestly the only reason I come over here is to get a brand new tires and they got warranty on them, this was the 3^rd time I change the tires at the same Store #(419) from 2012 and I had to write this review! This store got the worst customer service I’ve ever seen they literally don’t care if you get your car fixed or not which is really disappointing for a big company like this, so recently I changed all 4 tires with balance and alignment for $ 552.90 3 weeks later one of the tires blew up due to a big piece of razor blade while I was working late night as a delivery driver, the next day I came over asking for a tire replacement around 12pm the guy in the front desk tells me I’ve got to wait like 2 hours to take a look at the car, I agreed because I had to get it fixed ASAP to get back to work, but after the gentleman knows that I got warranty on the tires and that I won’t pay anything he tells me that I need to get an appointment before they take a look at it, I told him that I understand but I couldn’t because it happened late night and it’s an emergency and I have no problem waiting 2 hours, but yet he refused and I took an appointment for the next day, I spoke to «Stephanie» she was very rude at explaining that I need to PAY FOR the WARRANTY AGAIN! And she called the manager «Bob» he was nice guy but still he didn’t help me at all, the only reason I had to agree and pay the warranty again which was $ 15.99 I needed it to get done and start working, and even with my appointment at 5pm I got here at 4:17pm and they told me it would be ready after an HOUR OR SO! for one tire, they take HOURS TO FIX VERY SIMPLE STUFF that takes less than 10 minutes and keep people hanging in their little lounge which I don’t wonder why they have a tv over there! I’ll never come back here again and I don’t recommend it for anyone just find a local mechanic they get your car fixed in minutes for minor stuff and less money!

Absolutely the worst customer service I have ever received. Ordered 2 parts online last week. Never received an email or phone call to let me know they were in, so I called them to find out if they were in. 1^st associate takes my name and hangs up abruptly. So I call back and get someone else, they put me on hold for 20 minutes and never take me off hold so I hang up and call back and ask for the manager. Over 15 minutes I wait to have some guy named «Shaun» who I can’t even understand laugh at me when I tell him how long I have been on hold. I ask him what is so funny… yada, yada, yada, He has one part but can’t find the other one. Wont explain why he keeps laughing, wants to «call me back» (because they close in 20 min I’m sure) then hangs up on me when I start asking what the hell is going on. Last time I look in this businesses direction. PLEASE DO NOT SUPPORT THIS PLACE!!!

1.5 hours to do a simple oil change.
I’m a 23 year old woman and maybe that’s why I was told:
1) brakes needed replacement (nope, just replaced them)
2) new cabin air filter had to be installed for — wait for it — 80 bucks
3) shocks had to be replaced (actually went to another mechanic to check this out anddddd they’re fine).
On top of that, the people running this place are fucking rude. Never had such poor customer service.
I have told all of my friends and family to stay away from these thieves. I will never buy from Pep Boys again.

Let me start by saying this is for the SALEM MASS location. It isn’t listed on the site.
To make this as concise as possible I went in to get new tires and an oil change. I was unable to schedule online so I brought my van in. They were able to do the change in tires and oil change that day. When i cam to pick up the van it was $ 150 more than the online price. I asked if they could match the online price and they said no if I could figure it out online then they would be able to process it. I was unable to do this on my smart phone so I asked to use their computer. They were nice enough to let me use the computer and I was able to complete the transaction for the online price, however they were unwilling to help me or work with me if I couldn’t figure it out.
Once I got to my van, all four tires looked like they needed air. I asked for someone to check them, and they were all at least 8 PSI or more lower than they should have been. First they attributed it to where I was parked, then to the cold, in any sense I had to ask them double check them.
I’m also not sure if they changed the oil since they did not charge me for it and they didn’t put a sticker on the windshield. My initial invoice (550) had the oil change on it, my online invoice (372.) did not.
Overall I will never suggest or refer anyone I know to Pep Boys again.
.

I’ve been dealing with a slow leak on one of my tires for a week and decided to call in to see if I could bring my car by early afternoon on a Saturday. I figured they would be pretty full with appointments but I was told to bring it right in anyways. I could not be anymore impressed with the service. I received great customer service from the minute I walked in to the time I left and I barely had to wait for my car to be finished. I dealt with the service manager, Jim, and he got me through this small ordeal with such efficiency. I will definitely come back here in the future.

I have used Pep Boys several times for my automotive service and have always had a great experience. I usually work with Jim or Matt and they are fantastic. The last time I had a major service done here was October 2014, and as expected my car has been running fantastic! I highly recommend these guys, especially where I received great customer service, the techs that worked on my car did a great job, and all the parts and labor are warrantied!

This store might have the most incompetent staff I have ever encountered… ever!!! Called ahead to see if they could change the oil in a fleet/​commercial vehicle and was told «no problem, come in.» I arrived 20 minutes later and waited in line for 10 minutes while they explained to a lady that made an appointment online that making an appointment online wasn’t a good idea because they couldn’t guarantee the appointment… at the same time I watched a guy wait as long as I did in the checkout line without acknowledgment. When I was helped I explained I called in about the fleet vehicle oil change only to be told they couldn’t do the service because no one in the building knew how to bill service to a fleet account. If you have a choice… do you’re business somewhere else.

After both having some of my own and heard stories of countless problems, I usually tend to avoid chain quick lube/​auto service type places.
I was WAY overdue for an oil change though, and my mechanic (who bailed me out last time a quick lube place messed up my car) isn’t open on Saturdays, so against my better judgment, I took my car here for my oil change.
I walked in without an appointment, at 2:15 on a Saturday afternoon, presumably one of their busiest times of the week. They told me there would be just over an hour wait, and while I momentarily considered going somewhere else, I just wanted this oil change done, so I decided to wait.
I queued up Wait! Wait! Don’t Tell Me! and watched a couple of TED talks on my phone, and before I knew it, it was 4pm. Figuring my car must be about done, I decided to check on the progress.
The woman behind the counter told me the car had not been brought in yet, and it would be an hour. At this point I reminded them I had been told it would be an hour wait almost two hours ago.
This is when their sales manager stepped in, and very professionally apologized, and told me they’d bring my car in immediately, and over my initial objections (after all, I did wander in on a busy day without an appointment) that they wouldn’t charge me for the oil change.
Not a small offer either, as I have a large-​ish engine that takes 8 quarts of fully synthetic oil.
I wasn’t expecting this kind of service, and was very impressed. I probably still have some warming up to do when it comes to trusting chain quick-​lube type places, but for what it’s worth I got a very good impression from this Jiffy Lube, and will very likely come here again, even though it is slightly out of the way from where I live in Medford.
I’ve always been of the belief that you learn more about a business by how they react when there are problems, than at any other time, and judging by my small problem, and how they dealt with it, I am very impressed.
Thanks guys!

Date of service: 10÷25÷14 around 3pm.
The Short Version:
–5 hours plus to change 4 tires.
–Poor costumer service.
–Incompetent staff.
–They sold me some tires they didn’t have (nobody checked in advance).
–I was cheated and overcharged on my bill at checkout for more than $ 150.
The Long version:
I went to Pep Boys because two of the tires I had purchased there were giving me trouble, so I figured I will go back to the same franchise. I was told by the manager, Ali Attar, that Although they will not be able to refund me completely for the tires, they will be able to give me credit for them: $ 53.00 for each one (x2). At that point I decided it would make more sense to just pay for one extra tire and get the four of them changed since they were running a buy 3 get 4 promotion. I got a sort of expensive, all season tires that Mr. Attar recommended; they were around $ 150 each so $ 500+ installed -$ 106 of the credit from my previous tires, something around the $ 400 range. Not bad at all. When I asked Mr. Attar how long I would take to change them, he told me that «realistically» not more than 3 hours (those were his words). I decided to wait, cause it was going to take me longer to go home and back and they were showing the football game on their TV. At the 2 hour mark, the new manager (Mr. Attar was gone) told me that they didn’t have 4 of the tires they had previously offered me. They only had one. Nobody thought of checking if they had what they had offered me before selling it. But the manager apologize and told me that they had a cheaper version of tire at a comparable quality level for $ 96 each… and you know what, why not? I figure I’ll save some money. Two more hours went by and no sight of my car. I asked one of the attendants who was just sitting watching youtube on his phone if everything was ok with my car, to which he very rudely replied: Sir, I know nothing about your car. He had the worst attitude, towards me, I guess I shouldn’t have interrupted his youtube time. Anyways, another hour went by and I went back to ask about my car and a very nice lady offered me help. One star in my review is just for her. She looked and guess what, my car had already been done for at least half an hour, it’s just that the previous guy didn’t care to check for me. She quickly rang me up, but somehow they bill was now $ 600+; despite the fact that I had switched to cheaper tires. I requested to talk with the manager, explained to him my situation and told him about the fact that I had been given a discount… that he himself had deleted when doing the tire switch. When I requested that he give me the same discount Mr. Attar had given me, he told me that he didn’t know how to «do that in the computer». He encouraged me to come back next day, when somebody who knew, could potentially help me. As you can imagina, that was really upsetting. I trully don’t want to go back to that place, but I also think that I deserve to get back the $ 106 for the defective tires they had sold me and specially for the poor treatment I was given. I’ll try to get in touch with Mr. Attar and I will update this post.

Like every other stupid yuppy, I check reviews religiously before I step out of my apartment. I read these particular reviews up and down and still went to Pep Boys anyway because, I guess, I wanted to prove them all wrong. Sike — I’m super lazy and this joint is really close to my crib, yo.
Anyway, the staff (and cliental) were friendly and a bit quirky which kept me mildly entertained while I was waiting for my 4 new tires to be installed… which took nearly (drum roll please) 5 HOURS.
If you have to wait somewhere, might as well be a big-​ass store where you can mosey through the isles with the custom Hello-​Kitty seat covers and cut-​rate double subs.
But, damn… that was the longest wait of my young adult life. I *think* they were busy, but I was too distracted by the TV news on loop and the cell phone video blare-​off by everyone in the waiting room to really notice.
Anyway, this is just my experience — maybe with tire replacements it’s best to go with your «local car guy», but if you’ve got an afternoon to spare, maybe a little acid, and you like deals on quality tires — hit ‘em up!

I was in the area and in need of replacement windshield wipers as mine were over six years old and to the point where the rubber was starting to fall apart. I decided to go to Pep Boys where I figured that it would be a routine and rapid procedure.
I easily parked in their very large lot and walked over. I had a brief dialogue with one of their sales clerks who helped me pick — what he thought were — the right blade and I paid. I was told to swing around the back so they could be fitted onto my Civic.
Once in the back they opened the packaging, and it took 2 staff members to realize that they had picked the wrong ones. Okay fine, mistakes happen, no big deal. At that point about twenty minutes had elapsed and I had to go back inside to have them swapped for correct ones. I wait in line again for another five minutes and it took the staff a further 10+ minutes to find the correct ones. I then proceed in the back again and it took — I shit you not — three staff members to install them.
While most customers will usually like extra attention given to them, this clearly demonstrated that they had no idea what the hell they were doing and the whole ordeal took nearly forty minutes which is ridiculous.
On the upside the blades are awesome and wipe my windshield very well but yeah, that’s pretty much the only redeeming factor here folks. I really expected better from such a well-​established brand. I would be really hard-​pressed to return there for anything at this point based on my sole experience there which what would seem like a very basic maintenance procedure.