Pep Boys

So I went in to this location Tuesday October 20, 2015 because my 2007 VW Jetta was leaking coolant. After paying $ 39 for them to look at it and determine the issue I was told I needed a heater house assembly which runs anywhere from $ 180-​$ 220 and that the labor would be $ 200 as well. I thought that was a little steep for the labor but I understand my car is difficult to work on so I didn’t complain. They gave me a part number and said they wouldn’t get it until Thursday. I decided I wanted to find it so I contacted BAP-​Geon in Newport News who said they could get it the next day at 9am. All went well getting the part and I went back to Pep Boys the next day. After waiting about an hour I was told I got the wrong part. I showed them that the part matched the paperwork they gave me and they seemed confused. After making a few calls to try and get a diagram from their partner techs it seemed like they weren’t making progress. A simple Google search later and I found the part they needed which was a $ 50 hose. A hose they had the entire time in the back. After the mistake they offered me nothing for my time and if it weren’t for the professionals at BAP-​Geon (who I highly recommend) I would’ve been charged a restocking fee on that $ 200 part. All in all I missed a day of work for no reason and did some of their leg work. I hope BAP goes after them for that restocking fee since the gentlemen there remembered the call where they were asking for that part even after finding out it was wrong.

I Cant even begin to say how mad I am right now. Monday I took my truck in to have an inspection done. They told me it wouldn’t be today and that would be Tuesday and that I could pick it up then. So I rolled my windows up and dropped the truck off. I received a call that I had missed and got a voicemail saying that they had a question about my truck and give them a call back. Since I wasn’t expecting Monday and I was busy with other things I didn’t get the message.
Here’s where things went bad. So I call Tuesday to pick up my truck and they tell me that it’s ready and it did fail inspection due to a wheel bearing. Okay no big deal I can do that myself and I’ll bring it back another day. Tuesday was a giant rainstorm and when I went to pick up my vehicle the mechanic had left the passenger side front window a quarter of the way down. Needless to say rain soaked my entire passenger front side seat, door, and floor. When I went inside they were like do you want a towel or something? A. NO. The manager named Al called the mechanic out and he came and looked at the door and said everything was working fine. I said I understand everything is working fine now but I would like a guarantee that if anything goes wrong with in the next few weeks that you will fix it. Reluctantly he wrote a note on my receipt. I then had to ask him to sign the receipt to make sure that this wasn’t just something I wrote down on this receipt.
Today I get in my truck and I’m hit in the face by a pungent smell of mildew remotely nasty wet rain smell. This has really kinda upset me this morning being this is the first newer vehicle I’ve ever had.
So I’m going to go up there again today and speak to them again about what they wanna do about this old water smell and I will return here with all the details and see if we can raise their star level from a 1 to at least a 3.

Slooowwww, so incredibly slow. I initially booked an appointment online for 1 P.M. When I got there at 1245 the said they couldn’t keep my appointment because someone else already had that appointment time. What is the point of an appointment then? Thought I was in an episode of Seinfeld. When they finally got to my vehicle it took them over an hour and a half to change the oil and rotate the tires. Ridiculous. Won’t be coming back here.

Nope… juuuuuuust nope. You don’t get my business if you’re rude. Period. Three employees standing at the counter, NONE of them helping a line of 3 customers, all of whom were in uniform. Once ONE PERSON finally did help, he was nothing but snappy to everyone in front of me, as well as customers on the phone. Then he’d go back to not helping people in the store. 2 folks in front of me and I was in line 15 minutes. When it finally was my turn, all I needed was a state inspection — and I legitimately needed one, because I had come straight from the DMV with Virginia plates that were brand new. The inspector — his name was Andrew — snapped at me «No. I don’t have time for you. There’s two people in front of you and you came too late. I only have a half hour.» There is NO sign designating that inspections need to be brought in until 4pm, and when I explained that I had no inspection sticker and that the DMV has no grace period, the other employee gave literally less than an ounce of care. I was ready to throw my money at you because of an urgent situation. As a result of your unprofessional behavior, I’ll never set foot in your store again.

Came here on my day off to get 1 tire and an oil change. Just lost my entire day off.

Writing this special review for the outstanding service I received at Pep Boys.
Notice I had a slow leak in my tires that I purchased from Pep Boys last year. I gave them a call late afternoon on a Saturday (February 16, 2014) to see if they could get me in. They told me «they will try» so I proceeded in.
When I got to the store and to the service counter I could tell that it had been a busy day for these guys. They were unable to break away for lunch and I notice they were trying to snack on something as time permitted. I was checked in by Jerry Wilcox. He was working with throat illness that he told me about later in the waiting room.
They got my car in to the service bay with-​in about 10 to 15 minutes of me arriving. The service technician perfuming the work on my vehicle was a gentleman name Eric Peterson. He took off the tire, found the problem and explained and showed it to me. He informed me that I needed some new tires and suggested the best tire for my needs.
The store closed as Eric finished up my truck. As I waited Jerry and Robert came over and talked to me. They hadn’t eaten anything all day and Jerry was not feeling well. We talked of a spiritual journey of us both– I said a silent prayer over them as they walked away.
I checked out and because I got the tires at Pep Boys they fixed it for free; the smile on those guys face to tell me it was free was priceless. I told em thank you, shook there hands and went home.
Have not had the best experience in the past with Pep Boys but this one experience made up for them all. These gentlemen showed so much pride and determination to satisfy the customer that it was unbelievable. And after the day they were having they continue to do it with a smile on their face. Jerry, Robert and Eric I just wanna say THANK YOU for the wonderful experience.

The service sucks I went in for an oil change and they told me i get a free tire rotation with it but they never did it I can see that the tires were never rotated and I watched them the whole time. Then they parked my truck outside and told me I need a new air filter so I told them to go ahead and do it and it sat there for and hour and I asked how long it was gonna be they told me it was done and didn’t do nothing. Not honest people at all. I would find another shop.

Stacie is amazing! She is the kind of employee I wish every company in customer service had. She went above and beyond and I am so grateful to have an auto repair shop I can trust.

I was extremely pleased with the help Stacie provided for me and my mother. I took my mother’s car in to be serviced and Stacie was more than kind and patient in addressing our questions and thoughts concerning the maintenance work I thought should be done for my mom’s car. I really really appreciate the kindness of people when you are trying to ensure your parents are getting the best treatment with out taking advantage of the situation. I will return to this location for service work on my mom’s car due to the level of truth, attention and detail Stacie provided. Pep Boys has a winner with her!

I rate this location a 4-​star because of service writer Stacie, who took my call about installing four tires on my 1986 BMW 325 that requires a near-​impossible to find 14″ mid-​profile tire. She managed my expectations about wait time and out-​the-​door installation price with excellence. I had called other tire vendors, including other Pep Boys, where the tires were not in stock or I was placed on ‘Hold’ way too long. Of course, Stacie had no control over maintaining the tires in stock at the time I needed them, but she did have them stacked and waiting for installation on my arrival from North Carolina… as I wrote above, this size is near-​impossible to find in stock or even online. 195−65÷14 Oh yeah, they’re the Falken Ziex ZE-​329 with the H rating, as required by BMW. Most of the available tires are the slower S or T rating.
Go Stacie!
Blessings,

29 minute oil change is a joke. Arrived at store when it opened at 7:00 after waiting for some time was notified that the oil change tech did not come in until 8. Was 1^st for oil chain and still not finished until after 9:00. Only explanation on what happened to 29 min guarantee was that it was busy. Extra 15 min to wait on checkout.