Pep Boys

I think the service center is fantastic! I recently had my car towed there because it wouldn’t start. They got me in right away and took care of my car! I was in an out in less than an hour– and for not having an appointment that was GREAT! They were friendly and courteous.

As a woman my expertise is not in automotive. fortunately. I trusted the guys here and they sincerely really listen to me.
They gave me what I needed in tires and Randy suggested an alignment. And I’m glad I did. I wasn’t really sure if that’s what I needed. But after driving my vehicle I was thankful I did. Wow what a difference… Thank you Randy!
There was a slight problem with my bill that I didn’t notice until the next day. I contacted Chris the store manager and he was more than happy to adjust my ticket… That was so awesome of him no hassle…“love it”:-)
Also Bobby who worked on my car was amazing «focused» mechanic… He was so on it, it wasn’t even funny! Good for him!
I really appreciate Bobby’s enthusiasm and focus. Just watching him made me feel safe and trusting my car is in good hands.
Great customer service guys!
Pat your self’s on the back what a great team!
MCalo

Horrible service. I have taken my car here twice (only because it is close to my house and I can walk home if it is going to take awhile). I’ve made an appointment both times. An oil change that I was told would take 45 minutes took 2 ½ hours. The men at the service counter are short and sometimes rude. One screamed at an employee in the back room, and then continued to want to talk to me about it. It seems like they really don’t have it together. I will not take my car back here.

Horrible service received there and the manager was condescending and short. I went to purchase an HID bulb for my car and was told on the phone that they would price match if i went down to the store. The bulb was $ 50 on amazon and $ 200 in store, for literally the same exact bulb/​brand/​model/​package, everything. I get to the store, i’m told they won’t price match. I get it, amazon is a site so I then mention that online pepboys was offering a coupon which would have saved me $ 60 but the manager refused to give a discount since i would have had to buy the item online first, wait for store pick up to become available, and then make the purchase. overpriced, poor service, and overall little to no value.

I want to give a huge shout out to dan at this location he was kind thoughtful and sincere. Today we were working on a wheel bearing for my infiniti and unfortunately the way the part comes it pretty much requires you to use a press. Unfortunately when you do work out of your garage not many people have access to that. With that being said once I realized it wasn’t a full set I went back to orielys to see if I could get the right part all put together and they don’t sell it that way. After stopping by 6 different tire places (5 of which were closed) to see if they could help me with my problem and being rudely turned around by Firestone I was pretty discouraged that I’d finish the job this Sunday. I stopped in and they were so ready and prompt to help me. I don’t expect anything for free of course and I was happy and eager to pay anyone who could help me. He told me it would be a couple hours which is fine because I stopped in last minute and had no expectations. Shortly after I got home he called me saying it was done! (Not that I knew because my two year old answered the phone and had a conversation with him 3 times lol) so I got back paid $ 45 which is super reasonable since I was quoted $ 650 by an infiniti dealership was helped out to the car and ended the day with a handshake. I feel so respected and I’m super happy! Very convenient hours, reasonable prices and helpful! No wonder they’ve been around over 90 years! Thank you so much guys I will remember this is the future when I need something else done!

While I can not comment on their service center — the parts department has been fantastic when I have needed parts for my older hobby car.
I recently had to purchase another battery for my car. After checking their records, it appeared my older battery was still under warranty. They checked it out, did a swap and saved me almost $ 200.
Thanks! Services is always courteous and professional.

Needed a head light and was in a rush. Dan greeted me as I walked and got me the light I needed and even installed it for me in the parking lot!

From someone who shops here very often, the Manager Mark and 90% of the staff greet me by name when I walk in the door. Their customer service is always exceptional. They really do go above and beyond on a daily basis. In retail it is very hard to please everyone but if you give these guys a shot they will really please you.

From corporate on down this company and this specific location behave in the most unethical, unprofessional manner possible. With all the possible options that exist in the Denver metro area, I STRONGLY urge anyone considering doing business here to seek an alternative.

When I brought my vehicle in for a scheduled appointment I was told they were too busy and wouldn’t be able to look at it. What’s the point of making an appointment! I then told the guy that they should have called me to let me know they were backed-​up so I didn’t have to make the trip there. He just looked at me like I was crazy and was asking way too much of him! HORIBLE SERVICE CENTER!!!
That said, then I have walked in and needed help from the sales floor on products they have always been very helpful.
Bottom line, if you just need to purchase something from the store they are great. If you need to have work done from the service center go somewhere else!

This was probably one of the worst experiences I’ve had with any kind of business. I had made an appointment for an oil change starting at 6pm. Most of the time oil changes take 30 minutes to an hour and I fully understand that I am not the only person there and they have other tasks that need to get done. I had gone in around 5:30 because I had gotten off of work a little earlier than expected and checked in. The man working there wasn’t friendly whatsoever and I asked how long he thought it would take to which he replied 1.5 to 2 hours. Not realizing it would take that long and being so far from where I live I hadn’t set up arrangements for someone to pick me up so that I wouldn’t be waiting that long. I ended up waiting the entire time in their waiting area and not until the last 30 minutes did they actually bring my car into the service drive. During my wait I had asked if I could buy some windshield wiper fluid and one of the guys working just said instead they would just top off my fluids which was very nice of him. Also, as I was waiting multiple guys came up and had asked what car I drove… I thought maybe this was to get the process moving as they saw I was the only person actually waiting there for my car to be serviced. I ended up waiting 2 hours and 15 minutes… For an oil change. When checking out the guy working was very friendly and said he would apply the coupon I had which again was very nice but then told me I had to pay for a filter that my car took so that I could use their oil… Not once has anyone ever said that to me about my car nor have they ever charged me for a filter of any kind even at other pep boys locations. I was also extremely disappointed that he was just mentioning this after I had already gotten it done. When I get my car I had asked if they topped off the fluids… Obviously they hadn’t and then I had to wait even longer for that to happen. Then I got in my car and the change oil light flashed on… Seriously? I spent another 15 minutes waiting for some other guy to mess around with the settings in my car to turn it off. I will never go back here or to any pep boys location and I will never recommend it to anyone I know. This entire experience was extremely disappointing.

Two hours for an oil change with an appoint
ment. It also seems like they have only one guy at the counter who deals with customers.

Worst customer service ever. Traveling through Colorado on the way to Texas we stopped here on Saturday afternoon. The person working told us straight up he couldn’t see our car. Mind you the placed didn’t look all that packed, even if it was not giving us an option to wait or a estimated time was not very professional.

Still not too sure how to rate this place. I had a pretty good experience for tire service. Alen/​Dan/​Aaron did a pretty good job in the tire department. Got me in and out in about 90 minutes or so. Why the low rating if the tire side did a great job? It’s the rest of the store that brought it down. It’s almost like the store needs to hire two permanent cashiers instead of having the employees do it. I saw on multiple occasions people standing at the cashiers station waiting for someone to ring them up. So good job to the tire guys but good luck in finding someone to give money to in the end

It’s a busy shop and needs more staff. The folks here do pretty well considering that.
Note to management — the over flowing trash can on the Arby’s side of the building should never be left like that. Hire someone please.
I came in yesterday for air and cabin filters and had an excellent experience. The gentleman took me back to the computer to find the exact ones I needed them walked over and found them on the shelf for me. I decided to have an oil change done here because of that service. At the check out I asked about scheduling and was set up on the spot plus given a coupon for discounted services.
The oil change was about an hour and they did a nice and clean job. I’ll be back as needed for service!

Had a great experience at this store yesterday. I went in because of an electrical problem with my daughter’s Nissan Xterra. Not being a «car guy», I had no idea what was going on or even where to start. The employees in the parts department were very knowledgeable and helpful, and I got out of there for way less than I expected. Thanks to Chris and Dana for the great customer service!

Very disorganized and no accountability. Attempted twice to schedule apts for oil change when I arrived was told they were too busy to honor the appointment time. The second attempt I was told that it it was like a doctors office and emergencies come in and I would have to reschedule yet again. Are you kidding me? Comparing a oil change to a doctors emergency!

I usually go to firestone for basic stuff but they couldn’t get me in before the Super Bowl so I decided to try Pep Boys of Lone Tree. First of all the guy checking me in continually talked to customers behind me. I watched him and he does this to everybody. I would think you should focus on the customer in front of you but what do I know. I was having my breaks checked as they smelled like something was burning and an oil change. Then i noticed that the option for free tire rotation was unchecked so I asked for me free tire rotation. Simple enough right? I get my car back, they could find nothing wrong with the breaks, great. I drive my car the next day and there is a horrendous shimmy at highway speeds. I bring it back to them they say that they will have a look and get it balanced. When i go and pick it up they try and charge me for the balancing. I told the guy my car wasn’t shimmying before I brought it in and now it is. I was never told that I would have to pay for a balancing after my free rotation. This is important because if the first guy would have stopped talking to people over me and educated me on possibility of additional costs I would have been fine with it. Its called managing expectations. Clearly the customer service side of their service counter is lacking, I digress. Then the second guy tells me its my fault that my car is shimmying. I was blown back and asked the guy what exactly he meant because it sounded like he tried to blame me for my car shimmying. Then in a condescending tone he told me i don’t know the difference between balancing and tire rotation. TO make matters more interesting this hack of a mechanic starts yelling at me about what the details of rotation and balancing are. So I fired back «Maybe if your service writer educated his customers then we wouldn’t be having this conversation.» I told the guy I wasn’t going to pay for it and he did waive the fee.
In summary these guys suck. Totally incompetent and have zero customer service skills. This could have been avoided had the original service writer said there may be additional costs for balancing but he was too busy asking the customer behind me who they liked in the Super Bowl.

I am writing a review because just the plain and simple act of going into this store to buy something that you know you need and can find quickly cannot be met with efficiency of checkout. I gave it 5 stars to the action of one employee who did the right thing and 0 stars for the ineptness of the overall experience — thus is should still be 0 stars on average.
I was in this store during a week night and bought something i needed — no problem — and came back on a Saturday afternoon to make a purchase of the same item as i needed 1 more. I was standing behind a couple who was already working with the cashier to pay and I was waiting patiently/​quietly and no attitude. Tthere seemed to be an issue with the couple’s order in front of me, but again, I was waiting patiently but scanning around to see if there might be another cashier /​checkout location (there were in fact 3 others with a Pep Boys cashier). I looked to the next cashier and he was taking care of someone who seemed to be having an issue also.
There were 2 other cashiers over near the automotive repair entry/​exit door and no one was in line there. I actually made eye contact with one of them but stayed where I was at so as not to leave my position in line. I got nothing — no waving me over, nothing. I looked around and counted at least 3 visible employees walking around the floor/​between the aisles, etc. and none of them was actually engaged in helping anyone (and I had even been greeted by one of them as I walked in to ask if I needed assistance and I said no because I knew exactly what I needed and where it was). In there time it took me to make this assessment that another option for checking out was not available the couple in front of me had moved on/​left and the cashier WALKED AWAY!!! I was standing there incredulous that he walked away even though I was standing less that 3 feet from the couple that had just checked out!!!
So I waited another 5 full minutes before someone finally came back to the checkout station. During that time I observed another couple that had the same idea I had and had gone over to the 2 open cashiers near the automotive repair — and had been turned away so they came back to stand behind me again. One of the open /​available employees had passed by the checkout stand I was out, made eye contact, said nothing, and went to the checkout next to me where the guy that had some issue and the cashier who was taking care of him and proceeded to apologize to him and say he was sorry about… blah blah blah. In the meantime, NO ONE came back to the checkout location where I was standing and despite there being at least 2 parities in line waiting to checkout! I was looking around for the cashier that had walked away, no where to be seen! The couple behind me, walked away again and came back a minute later as they realized there was no one else who was going to take care of them.
Finally, a guy came back to the checkout station to take care of me. Only I get this from him, «Is this all you want?» — I had one item. I replied «yes», he rang up the item and told me the amount. I said «That item is on sale.» and he said this is the price. I said, «I was in the other night and bought one of these and I wanted another one –I even have the receipt.» So he and I walked over (quickly I might add) to where I selected the item and right in front of/​over top of the item was 2 other items of different colors, ALL WITH THE SAME SALE PRICE on the sale tag and it had no date of effectiveness for the sale. The guy held it in his hand, looked over the sale tag thoroughly, looked at all the items, and then we went back to the checkout. I said, «It must be difficult to check people out and to be accurate if the computer isn’t reflecting the sales prices and you have to go out to the floor.» I then see my receipt on the counter from the previous purchase, and i notice that I was overcharged on the item when I had been in there 2 days before. I told the checkout person this and he simply discounted my current item to make up for the overcharge (YEAH!!! He came through w/​o delay). He then said, it saves a lot of time and paperwork for both of us.
I vowed to write this review of the STORE/​Company because my husband had a similar situation at another Pep Boys store in town and we decided that the reason we both had such crummy experiences over the course of 4 days is that this company must be such a pain to be employed by with an awful culture that NOT ONE OF THE EMPLOYEES CARE ABOUT THE JOB or THE CUSTOMERS!
Wakeup Pep Boys! You are only in business because of your location/​proximity to large #‘s of people, not because you offer anything of real value to comment positively about spending money at the store. Get a competent leader of how to take care of your customers and read the reviews people write — there is a reason for such low ratings overall and you can actually FIX some of the things people are complaining about.

I took my truck in because it was showing low air in my tires but none of the tires were really going low. The gentleman at Pep Boys set expectations with time and let me know they would contact me if there was anything out of the ordinary. They called me about 45 minutes later and let me know one of my sensors in my tire was off and my car was ready. Couldn’t ask for much more…
As far as Pep Boys goes, their store definitely needs to get caught up with the times. The store appearance is old, closed off, and doesn’t seem as warm and welcoming as their competitors locations. Good thing this has NOTHING to do with the service I received, I just thought I would throw it out there as an FYI :)