Pep Boys Auto Service & Tire

Tried to bring in an empty 350 Econoline van, after making an appointment for it the day before. It weighs 6000# give or take 200#. Bill insisted that he could not work on it because it is too heavy. He said the guy who I made the appointment with was new and didn’t know what he was doing when I made the appointment. His lifts can only handle 10,000# (my vehicle weighs 6000#+/- 200#). He told me to look on the door that it weighs 9600#. The 9600# is the max weight that the van can weigh with it loaded with 3500# of cargo. The van was completely empty with only a driver’s and passenger seat. Bill would not even look at the van to see that it was completely empty. He could not get it into his head that the empty 6000# van weighs less than the suburban that was on their lift at the time and ford expeditions. 6000# is quite a bit less than the #10,000 weight limit on his lift.
Bill working on cars daily should be able to understand the difference between curb weight (empty) and Max weight (full). Simple first grade math… If your lift can hold 10,000# and someone brings in a vehicle weighing roughly 6000# can you put the vehicle on your lift?
I did have a coupon that I mentioned when I made the appointment the day before and I just read another comment where the guy got horrible service and he also had a coupon, maybe Bill has something against coupons.

Only here for some minor repairs and services and large low profile tire mounting but always super nice, fast and reasonable with no pushing for extra services.

The email with the subject line «Your Appointment is Confirmed» remains unopened in my in-​box, but it serves as a reminder that the Pep Boys online appointment booking service is a sham. It also speaks to the thoughtless attitude that this store has or at least had to a customer (me) — didn’t seem to phase anybody there that if their corporate office and the local store make a mistake with a customer, it shouldn’t be the customer who bears the brunt of the company’s failure to perform an ordinary service. Let me digress…
I knew my car was a bit past due for an oil change and when the oil light blinked on a couple of times when I went out to lunch that Thursday, I felt compelled to try and get it done before my 42 mile commute home that evening. Doing a little bit of searching online, both Meineke in Cary and Pep Boys in FRG were the best options. I had more experience with Meineke in the area than Pep Boys, but Pep Boys was on my way home and Meineke wasn’t. Given the distance of my commute, Pep Boys got the nod. Around 4PM I went online and discovered that there was a time slot open at 6PM — an hour before they closed and a decent time for me as well. So I went ahead and booked it and also printed out a coupon for it as well — $ 17.95 w/​o the rebate option. For the confirmation, I got two printouts — one for the store and one for me.
So I leave work at twenty before the hour which gets me there at ten ’til. One person being served as I walk up and another one pacing the store. When it’s my turn, I walk up and say that I have a 6pm appointment for an oil change, and give the employee the documentation. He hits a few key strokes on the terminal, then calls another person to the front who appears to be the manager on duty. He looks at the screen, hits a couple of keys and asks me, «did you make your appointment online, sir?» I said yes and he told me that their online appointment system will continue to make appointments for unscheduled times unless the store calls in and tells them to shut it down due to walk-​ins, etc. But he said he had been too busy to do that, so it didn’t get done. Then he says, «I’m sorry but we can’t take you tonight.»
I was stunned. Here I have an appointment in hand and they can’t do a basic job on my car that will take maybe a half an hour (without the 10,000 point check that these places like to do «for you» to generate more biz for themselves). I said «my car needs oil now though» to which he responded, I can top it off for you if you’ll just let me ring this guy in and let him get going (this was the guy who was pacing the store). So still disgusted, I said OK and walked to the front and took a seat at a hightop table. Well, that guy took a little while, then when he was finally done, a tire appointment customer came in, so the employee started taking care of that guy, and that started to go on and on and I wasn’t even being acknowledged. Finally I just decided to leave — for all I knew the guy was going to charge me for the «top-​off» — he never said anything about it being free and based on my experience there thus far, it wouldn’t have surprised me if they expected me to pay. I ended up going to the Advanced Auto parts place next door — my money or for that matter anybody’s money was/​is better spent there.
I’m in the service industry and if we fail to live up to expectations because we were at fault with one of our customers, we seek every option possible to resolve it as they shouldn’t take a hit due to our shortcomings. Given the type of work I needed done, if their shoe was on my foot, I would have sucked it up and stayed a ½ an hour after the 7pm close to get it done. If for some reason that wasn’t possible, I would have been certain to get the oil topped off that night and invited me back the next day to do it for a reduced price. But all I got was an admission that it was their fault and no additional help or support whatsoever. So what is left here is a case study in horrendous customer service. Maybe I can sell my story to Harvard Business School. That’s the only value to be found — there is certainly none at Pep Boys.

The guys here are just super nice and helpful. Leaving feeling very taken care of! Will come back for sure!

This is a great place! I dealt with Mark and Bill today and I felt right at home. I bought in my wife’s car in after realizing that she hasn’t brought it in for an oil change in over 8000 miles! Mark went over the car top to bottom to make sure that there was nothing else that had been over looked! They replaced filters that we well over due. I would strongly recommend them to everyone! Thanks again guys and I will see you again in 3 months or 3000 miles!

I wish that I could leave «sparkling review» for these morons, but I cannnot. I feel like I have been cheated out of my savings, my literal savings, because I had only 1,000 $ left to pay on my Scion XD. This occurrence happened one year ago, and two months two late.
I had a routine oil change, and just like any upstanding, great and honest citizen suspected that OIL WAS ACTUALLY BLED FROM MY CAR, AND FRESH OIL WAS ACTUALLY PUT IN. I am not a mechanic, nor do I know much about cars, but I do know that my car needs oil every 3,000, but I do it much sooner than that typically.
WHAT HAPPENED was that, as I stated prior I suspected that they changed my oil, and everything was fantastic. After all it is a commercially owned establishment. How could these fuckers screw up an oil change??? Low, and behold roughly two months later, to my car sounding like a motor boat, and rough gear changes, along with an overheat light. NO LEAKS, NO OIL. I REPEAT. NO OIL. MY CAR WAS FUCKED BECAUSE «PEP BOYS» DID NOT PUT ANY OIL BACK INTO MY CAR. This place should be closed, and I mean, how do I go about asking for a refund… HEY YOU OWE ME AT LEAST 1 GRAND. Simply put, I got screwed big time just getting a routine oil change. It really questions me, just knowing what these apes do there. And, pardon my french but wouldn’t you be really mad knowing your car is fucked because some moron did not refill the oil? Unfortunately I am also putting myself through graduate school, so I cannot afford a lawyer to sue your asses. Because believe me, that would be justice… It just makes you think about how many other cars they fucked because some idiot cannot commit to a routine oil change.
My apologies that I am a trusting person. Always check your oil kids. You never know when some apeman will forget to do there «semi important task», and not refill your oil. Also, that air filter «trick» is complete bullshit.
Love,
A Guy From Cary, IL.
You can get back to me to Pep «Boy’s».

I could not have had better service. The price was more than competitive, bottom line I will use them again.

The guys are nice but the actual service and pricing is just horrible. Bill (watch out for his charging) quoted me $ 500 for a radiator (no labor) a racing radiator would of cost me half that. Go to Advance Auto next-​door buy the parts there and have them install it. The workers are good just poor management.

I had a great experience with them. Al and Tony were wonderful, and they did exactly as they promised

I have been taking my cars to this shop ever since the doors opened. Customer service is always quality and for a $ 20 oil change with tire rotation the price cannot be beat. We have had suspension work done, brakes and other major repairs with nothing but a good experience. I will continue going there for my car repair needs

I took my sons honda accord 2009 for noisy brakes. I told them to just do pads and the one rotor that was visibly damaged. They called back with an estimate of $ 880 for all four brakes and rotors. They insisted that all of this HAD to be done. I have farm help with mechanical knowledge that came to help me do it myself. Bought front/​back brakes and back rotors at the auto supply store for like $ 175 and about two hours later, job done. As it turns out when we took the wheels off to look at the front brake pads, they had plenty of life in them. I’m just sick of getting ripped off by these scumbags. Oh, yeah, returned the front brakes, so really only about $ 120 in parts.

This is the worst car repair shop I have ever been to.

Check the Pep Boys in Crystal lake reviews … exactly what we experienced at the FRG location.
All I needed was an oil change and brake pad replacement. I had a coupon from the Pep Boys website for the brake pads, and when I got there, they said they don’t honor the coupon. Umm … there was no fine print on the coupon that would’ve excluded my repair.
They tried selling me these expensive repairs that my car didn’t even need! So I said i’ll just do the oil change. Once I said I only wanted the oil change they treated me like dirt. When I returned home, I noticed oil leaking from my car. I had to have my husband tighten whatever was loose causing the leak. We are both certain that they did this on purpose so that we’d return for more fixes on the car.
It’s better to pay more for a good mechanic than put your life in jeopardy because these people are trying to get your money. We wont return to any Pep Boys.