Pep Boys

This place is horrible. I called on a Tuesday to order tires, was told they would ship from the Texas warehouse and be in Friday. So, I scheduled an appointment for the following Sunday. Upon checking in, they tell me the tires never came in. That’s bad enough, but made even worse by the fact that they never bothered to call and let me know. Made even worse (if that’s possible) is that there was no apology. The matter of fact way the guy told me gave me the impression that such a thing is quite normal there.
I read all of the reviews before going in, and thought it wouldn’t happen to me. Don’t make the same mistake, every review on here is spot on.

WORST EVER!!! My father is a 67 year old veteran of two wars as a W4 helicopter pilot and a retired Jefferson County sheriff’s officer/​pilot. He broke down In the parking lot of this Pep Boys, so he went in to ask for some help pushing his little 1987 Camry station wagon into a bay to have it repaired. The manager of the store wouldn’t let anyone leave to help my father even though a few of them wanted to. He said it was «against corporate policy». My dad called me upset about the situation because he said he had alway like pep boys growing up. Obviously all of the «PEP» they were known for is long gone. He then said he’d call his insurance and get towed, and we will obviously be taking our business somewhere else. They then continued to watch him out the window as he as was waiting for the tow truck for over TWO HOURS in the sun as I begged them on the phone to go out and give him a hand! I was denied repeatedly and even told I couldn’t talk to the manager because he was at «lunch» (at 5:30). To say I am frustrated and disgusted by the way my father was treated is an understatement. It’s a sad day when fear and complacency dissuades you from the human experience of helping your fellow man. Especially one that put his life on the line for so many, so many times in his life.

I had a terrible experience at Pep Boys on Wadsworth and Belleview so I decided to give Big O a chance and the experience was excellent! I will only go to Big O on Kipling and Bowles from now on. Pep Boys destroyed my tire and did not replace it or even follow up like they were supposed to. They also did not honor an appointment that they made in the store. Possibly the worst back to back experiences ever. Never going back!

My boyfriend and I went in on a Saturday to have his car worked on, specifically an oil change, an alignment, and a coolant check. At first we were pleased because they called and let us know the problem with the coolant and said that the car would be ready that evening. We then received a call saying they ordered the wrong part and that they may be able to get it on Sunday, and if not then, the earliest would be Wednesday. We said that’s fine, we just needed the car to be in a garage or covered because it has a soft top and there was a large snowstorm coming.
Sunday comes and goes, and no call. We figure the car will be ready by Wednesday. My boyfriend called on Wednesday to find out that not only had his car been ready since Monday– but it also been outside during the snowstorm. All of the people he talked to in the mechanic shop didn’t care and were rude. The only helpful person was the manager. We were down to one car for 4 days when we could’ve had it back 3 days earlier. They gave us a discount on the service, but we will not be back. When we went to pick up the car, it took 10 minutes for anyone to acknowledge us at all. Very rude and very negligent.
The icing on the cake? We were talking to another costumer who was mad because he had just paid $ 100 for a synthetic oil change and they didn’t put the oil cap on. He drove away and oil went everywhere!

Came in for oil change, was told they would call me when my car was ready. Brought my car in at 11:30, waited all day and finally called at 7pm. They said my car was being worked on and that it would be ready soon. Got a call 15 minutes before they closed for them to tell they had not been able to do any work on my car for that day and to reschedule. Would’ve been nice to know instead of not having a car for the whole day. They gave me a 50% off for me the next time. So today I’m back, brought my car in at 11:30, I call to see the status of my car at 2pm. They say it’s almost ready to come in. So I get here and they said «hold on we need find the oil for your car». Guessing that means they haven’t even started my oil change once again after 3 hours. What’s the point of appointments if they don’t start your car on the appointment time, or at least within that hour? I only came back to this place because I had a 50% off, but now I’ll definitely make sure to never return. I’ve had work done here before these two incidents and they didn’t screw the caps back on correctly so oil was spilling everywhere. Not sure why I even came back beside the convenience of living down the street. I’d much rather drive farther for job well done instead of half ass. Not surprised to see other negative reviews.

In-​Store pick up is a complete joke. Twice I have placed orders on
for In-​Store Pickup at this location.
I placed both orders in the morning and the website said everything was in-​stock and the order would be ready for pick up the same day. BOTH ORDERS were ignored by PepBoys Lakewood staff. Just for fun I waited two days to see if anything would happen. Two days after the order is placed I called the store and asked about the status of the online order. They had to look it up in their system and then tell me that it would be ready for pickup within a few hours.
ITS YOUR JOB TO PREPARE MY ORDER FOR PICKUP. I shouldn’t have to call you several days later and tell you to look in the system and prepare my order.
TWICE YOU HAVE LOST MY BUSINESS DUE TO LAZINESS /​POOR TRAINING /​INCOMPETANCE.
When you place an order on
you get an email saying don’t come in and pick anything up until you get an email letting you know the order was prepared and is ready for pickup. Why even offer in-​store pick up if you aren’t going to bother to prepare customer’s orders?

Service manager and tech stayed an hour and a half after close to ensure my vehicle got done and back on the road. On top of that They went out of their way to make sure I had the right part for my vehicle upon installation. They were very courteous and professional. Would definitely recommend!

Terrible service. We had a 9 AM appt for new tires and were there for THREE hours. My husband complained and they did apply a discount. But then got home and found the tire pressure light wouldn’t go off. Checked the pressure and they were way low. They didn’t even fill the new tires! Tried to call again to discuss with the manager and no one answered the phone. Definitely won’t be back.

Every time we have contacted them via phone, it hasnt been answered, or we have been on hold for 20+ minutes and forgotten about. Told our truck would be done on Monday, & asked if we could come get it Tues/​Wednesday (they said yes). We drove 130 miles round trip to come down and get the vehicle that was supposed to be done… and they HADN’T EVEN STARTED ON IT. We were told to wait 2 hours for them to fix it and then they called back and told us it wouldnt get it done that day… Drove back up to the mountains with no apology for any inconvenience. Got a call this morning from someone else (Rob) saying it would be 3x the amount originally expected and the possibility of the motor needing to be replaced if they did it wrong… like woah! And then, we call again, on hold for another 20 mins and transfered between multiple people claiming to not know anything… and wow! The manager wasnt even able to wave the evaluation fee but ended up paying half of it out of his own pocket. Now I just lost my sanity and dont go here if youd like to keep yours… these people are ridiculous to work with.

First off let me say that the majority of employees here are very helpful, for the most part josh and everyone else alwys seem to go above and beyond for customers. But as is usual every good review gets overshadowed by the bad one. Dale is by far the worst customer service representative I have ever run across in my time on this planet as a consumer. This man couldn’t even be bothered to stop picking his nails for two seconds to look up at us nor did he bother letting us finish before sending us away telling us that he didn’t have the part that we were looking for, even though he hd no idea what part that was. This man should be fired immediately.

I came in with an appointment for an Über annual inspection at 3:00 and was promised twice that I would be on my way by 4:30. At 4:20 they hadn’t started yet. They started a few minutes later and told me it would be done in 45 minutes. 50 minutes later I inquired and was told it would be an additional 20 minutes! When I left, it was 5:50.
I came here because it was the cheapest option. I guess you get what you pay for. The reason I gave 2 stars instead of 1 in because they were at least friendly and courteous. That counts for something.
They’re extremely understaffed. The girl doing the work seemed to be efficient, but those I spoke with obviously didn’t have a clue. I saw several other customers complaining while I was waiting. I complained to 3 employees and the manager and was given excuse after excuse.

Terrible service. Brought my car in for an oil change. They said it would take an hour. Never called. Went in car was not done and couldn’t find key or paperwork. No apologies. Very unprofessional.

Initially was very happy with a repair and service these guys did on my vehicle. It took them multiple days but it was over a holiday so I was patient with them. After getting my vehicle back it was still displaying a check engine light and they reset it and after turning the vehicle off and back on again came back. I figured the big issue had been fixed but didn’t worry much about it until one week later my power steering went out. I took my vehicle in to get a quote about my power steering and also asked about what was going on with my check engine light after they supposedly fixed it. They ignored my second question but took my vehicle in for the power steering check. They quoted me DOUBLE the amount as two other mechanics I talked to and then stated the couldn’t even begin working on it for 2 days due to not having parts. I didn’t want to play this game again so I came back in and asked to pick up my vehicle and told them they had quoted me double the other places to which they didn’t care of even ask about! Then I again mentioned about he check engine light issue they didn’t fully fix and the sales person again ignored my comment and just handed my keys back! In only one week I went from friendly staff to totally different crew of uncaring guys who, I feel like, don’t know what they are doing.

I brought my car to this Pep Boys and was told I needed to get my driver’s side wheel bearing replaced and they had to order a part. They told me they would call me within a week, because it was urgent that I not drive very much until my car was repaired. A week and a half later, I hadn’t heard from them, so I called them and they told me they hadn’t ordered it but they would that day and call me within two days. They called me the next day and told me the part was in, so I made an appointment, but when I brought my car in the part was not there. I had to wait for them to find it at another store and then work on my car, which took five and a half hours instead of the two hours they told me it would take. They made no apologies for this delay or for not having the part. Then, after waiting that long, they told me I also needed to replace the passenger side wheel bearing. Since it would have cost me another $ 600 and I found it suspicious that they had just now discovered the issue, I brought my car in to another business for a second opinion. That business said there was absolutely nothing wrong with my passenger side wheel bearing, as did the third business I brought my car to, just to be sure. I am so upset that Pep Boys waited so long to call me over such an important issues, then did not have the part they told me they did. Their customer service was also terrible, as it took three times longer for them to fix my car then they told me it would, and they told me I needed to spend another $ 600 on something that was not actually broken.

Purchased tires online then showed up for install appointment and they didn’t have the tires. They wanted me to wait while they found the tires and got them to the store, they had three days before my appointment to get the tires. Be carful not to pay for anything in advance if you are using this location.

Dropped my truck off at 8 am for a oil change, tire rotation and alignment check. Let them have the truck all day but told them I needed it by 5 pm. I arrived at 5:15 to pick up my truck and they had just started draining the oil. They had me wait for another hour wandering around in their store and then didn’t even apologize nor discount my service. 11 hrs to do an oil change ?
Problem that I saw was no help at this location. Many times folks would be standing at the empty registers waiting for a checker which also was the service guy. I saw lots of frustration from customers as well as the staff. Probably just another big corporation looking to save a buck on labor.

The only reason I am not giving this 1 star is because the actual store portion of this pep boys is pretty decent. If you keep your receipt and a part goes bad, they replace it at no charge. Which was really handy and helpful when my alternator managed to go bad 2 times in 6 months.
However the actual service I received here was horrendous. I saw that it only had two stars but I also had a coupon and it was right next to where I live, so I was willing to say, ‘Eh, what the heck… It can’t be that bad…” Boy was I, wrong.
I came in on a Monday night at 6pm and the place was empty and only one other car being serviced. The guy told me twenty minutes… which ended up turning into two hours! They never even apologized or gave me an update on why it was taking so long. The guy who looked like he was in charge of the service area at one point an hour and a half into this debacle had the heroism to shrug his shoulders then say «He isn’t done yet?» and walk away, as if to criticize and mock the only guy ACTUALLY doing any work. At one point the guy working on my car pulled me into the shop and was kind enough to point out the severity of my back brakes and admit he wasn’t as knowledgeable as to the best way to go about repairing my front av joint. He was kind enough to replace my interior dome lights as well. He then apologized about the wait and went back to work.
What pissed me off is the guy in charge just kind of made negative comments about the only guy working and never offered to help or speed of the process. He never even had to courtesy to let me know it was going to be TWO HOURS for an oil change.
I addressed my time issue with him since he was the one who said twenty minutes to begin with. I expressed my frustration for being there for 2 hours with no explanation other than «the lady in front of you was having an issue»…which I replied her issues isn’t my issue and I should have at least been informed of the delay. My entire Monday night was gone and all he could sheepishly do was ask if I had a coupon… sorry but my $ 10 saved is not worth ever coming back for service again.
The fact he couldn’t even look me in the eye and sat there and stumbled over his words was his body language admitting he probably should have handled it a bit better. Had I been informed of the delay, I could have easily expected this and would not have been nearly upset. The worst part is after all that he never even went over the issues on my car with me that the mechanic briefly brought to my attention and never wen’t over a quote as requested. As if he was just trying to get me out the door because it was after their closing hours. Excuse me, but I came 2 hours BEFORE you closed.
I had to give myself a cool down day before writing this review so it wasn’t masked in anger but instead reflect truth.
Bottom line: Stick to the store for parts… avoid the shop for service.

My experience at this location today was about as good as one can expect. I used to be a mechanic, so I’m always skeptical when I get my car serviced. I showed up around 11:30 am because my battery light went on. Fully expecting this to be an alternator issue, I was prepared for a large expense. John, the guy at the service counter also predicted it to be an alternator. This was the perfect set up for a rip-​off if the alternator happened to be OK. John let me know that it was just a corrosion issue on my battery, and that the alternator was perfect. Pleased, I wanted to give them more business, so I asked to have a belt replaced and an oil change. Everyone was so polite and helpful. I was in and out in just a few hours, which is excellent for a Saturday walk-​in situation.

A friend of mine had told me that Pep Boys will rotate your tires for free if you sign up for their rewards program, so I decided to stop in a few months ago. When I showed up, I saw a few people in the waiting room that looked visibly upset, and were complaining about the long wait. After waiting 5 or 10 minutes at the counter, someone finally showed up and I asked them if they still did the free tire rotations, and he said that as long as I signed up for the rewards program it was free. I signed up, and then was informed that I would have to wait 24 hours. He wasn’t able to tell me why they make you wait 24 hours, and I was a little annoyed, since I would have to drive back again the next day, but I figured since it was free it was still worth it.
The next day I come in, wait another 10 minutes to get helped and ask for a tire rotation as well as a general inspection of my car to see if they think I need any additional work done. I told them about a couple minor issues that I was having, and he told me it would be about 30 – 45 minutes. I walked down the parking lot to Lowe’s and a few other stores, and came back about 45 minutes later and sat in the waiting room. The same people were sitting there from when I walked in earlier, and they were all complaining to each other about how long the wait was and how their estimates were way off. Some of the people had been there over 2 hours. After a total wait of 1.5 hours, I finally went up to try to get someone to help me at the counter. After 10 or 15 minutes someone finally walked in. After questioning him about my car, he told me that whoever quoted me 30 – 45 minutes was wrong, and that it would be ANOTHER 30 – 45 minutes. Although I was fairly irritated, I again figured it was a free tire rotation and general inspection so I might as well wait. After about 3 hours, I finally got my car back, but they hadn’t done any general inspection.
I realize that I didn’t pay anything for my services that day, but I also realize that this is a gimmick to get people to come into their store and purchase more services. They did a horrible job, and from the remarks of others in the waiting area on two separate occasions, do a horrible job on a regular basis. I will never return to that store, and advise that nobody else does either.

If you are interested in an oil change you will receive much better treatment and service at an oil change specialist like greasemonkey. Pep is more expensive, does not offer any recommendations, does not check and top off fluids, does not offer oil check and top off like many other establishments offer with every service.