Pep Boys

So my fiancé wrote a review a couple of months ago and gave them one star with a horrible review the management called us back and was very apologetic and even offered us a free oil change at our next visit. So today was the day I decided to get that free offer. Well guess what! nobody knows anything about a Unilocal review and a free oil change anymore how convenient. So I said that’s fine I’ll just pay I need an oil change any way how much will it be? the price was 76 dollars when the last two oil changes I received were 42 – 45 under 50 I was like why so much he said You must have been using a coupon. I said no I’m good I’ll get my oil change somewhere else thank you I went down the street they charged me 35 dollars. I don’t think I will be coming back to peep boys that was strike 3 for me. I know I shouldn’t be judging for a free oil change but this review and the one star is based on the price there is no way I was paying under 50 bucks and now it’s 76. I’ll just take my business else where.

My mom and I continued to come here for oil changes because we were used to it. But we finally had enough.
They never checked anything else. Not once was my wiper fluid ever refilled. Not a single time. I constantly had to go back in and ask for a sticker on my windshield because they never made one for me. They would take an extreme amount of time, like seriously unreasonable. My mom waited 3 hours once before asking why her car was still in the bay and the mechanic was working on another car. 30 seconds later, the job was magically «finished» because she asked. The staff was never that nice. It was just horrific. So two days ago, we decide to try Take 5 Oil Changes. Wow. What a difference. You stay in your car. The service is quick. Everything checked. Windshield wiper fluid refilled. Sticker on my windshield. Everyone was extra friendly. They offer you a Coke or water. It was more expensive but my mom and I agreed it was well worth it and we will not be coming back to Pepboys for anything. Pepboys, we gave you more than a reasonable amount of fair chances and you did not come through. Just one visit to Take 5 outshone you by a ton. I understand they only do oil changes so it will be quicker. But you still fall short in every way. You should take notes from them.

Horrific service. I just needed my car inspected. Came down and was told that their machine was out of service and I’d have to come back, but told to call the next day to make sure it was working. Called and was told the machine was working. I specifically told them that I’d be in the next morning. Came in the next morning at 10:00 am and was asked to make an appointment at 4:00pm. Hey, geniuses, maybe if anyone had offered to make an appointment when I was either there in person or when I called specifically to make sure that they were ready to take my call, then I would have made one and saved myself yet another trip to this wretched place.

Why in the world did I come here? When I arrived I asked how long the wait was, the scheduler said their was no wait a max of 45 minutes…
45 minutes later my car is just beginning to get service in. For the next hour the guy comes and goes for about 7 times stopping to help other customers, I sit just waiting like oh don’t mind me, this waiting room is best…
The waiting room is horrible! Dirty, crappy AC, TV that does not work, isolated to say the least. A small damn carpet in the middle would help.
They forgot to tune the Oil Change light off too, darn you!
Ugh! Last time!

I don’t write reviews, but this was such a bad experience I want to let others know. I came in on a Sunday and booked an appointment in person for Tuesday, 2 days in advance. I showed up 15 minutes early for my state inspection and wait in this ugly waiting room. After an hour and 20 minutes I finally walk up to the counter to ask the guy what is taking so long for an inspection. The guy behind the counter actually had just been handed the keys. He apologizes saying that the way online appointments work, people can just put whatever times they want and it will override their systems. SO BEWARE OF ONLINE BOOKING. He told me even though I booked in person, someone could go online and book ahead of me and they would have no control. Then I go out to my car and there were oil/​dirt stains all over my car! On the handle outside, inside, on my seat, and arm rest — all of which are cloth by the way. I’m stuck in the waiting room now for who knows how much longer while they try and get the stains out. This was my first and last visit to Pep Boys.

So I stopped in yesterday after work and was told their inspection guy had left, but was told to come back the next day because they would have someone available in the morning, and another person available in the afternoon until their closing time. I would’ve swung by this morning before I went in to work, but they were still closed. I went in at noon when I was on my lunch break and just my luck, their guy was on a lunch break too. I ended up going somewhere else for my inspection.

Hi I just recently chose Pep boys @ NWHY. My experience there was absolutely all highly satisfied!!! I check with my original Nissan dealership again and again they gave me an extreme quote of $ 1600.00!!! Finally they lowered it to $ 1400. I went to Pep boys & their customer service was hands down the best I’ve ever experienced!!! Thanks Brain & Alex!!! The price for my repairs get this!!! They cut Nissans quote in half!!! Awesome!!! Inexpensive quality work with down to earth customer service!!! Just can’t get that anywhere nowadays! Thanks again Pep boys @ Northwest hwy!!!

Other than the waiting room being kinda grungy and dirty, I don’t have any complaints. I had to have some minor mechanical work done to my car and after having ordered the part the week prior, I arrived at my appt. time and I was out in about an hour and could tell a noticable difference in the my car’s ride when I drove off the lot. The gentleman behind the counter who assisted me on both visits was professional and polite and I drove off feeling like they did a great job on my car and I paid ½ of what the dealership quoted me. That makes me a happy girl!

After my check engine light came on I ran by Auto Zone and had them run the codes that would tell me what could be wrong. They recommended I go to Pep Boys down the road. When I got there the guy immediately told me, with an unpleasant tone, that they would need to run a full diagnostics and that would cost $ 89.99 and they wouldn’t be able to get to it until Friday. He told me running the codes at Auto Zone was very misleading… aka pointless. His whole attitude made me leave feeling very anxious and worried about the whole situation, and never once did he treat me with a good attitude or make me feel reassured that they could take care of my problem.
Needless to say I went somewhere else that went out of their way to help me fix my problem and feel good about my car. I don’t think I’ll ever go back to Pep Boys.

I had a radiator cap bust and I barely rolled into this Pep Boys location. They were super helpful — the definition of going above and beyond. They were out of stock on the size cap I needed, and since it was a slow business day, one of the workers took me in his car to a nearby competitor so I could buy the cap & fix my problem. While we were gone, it started pouring rain, so one of the mechanics pulled my jeep (no top) into the bay so it wouldn’t be soaked. They filled my radiator, put on the new cap, and made sure it was working properly before I left… at NO COST. Not only do I appreciate the employees for their kindness, but I appreciate a boss and/​or company that allows their employees to do those things. Thanks y’all!

What I’ve learned about major chain garages: you must ASK them if you want any extra service done (even if it is advertised as included). Otherwise, they will give you the bare minimum service. This place is no exception. Otherwise, service is quite excellent.
For example: I came in for an oil change once and they changed my oil and filter just fine, but did not do a wheel rotation or a courtesy vehicle check as stated was included online. You must ask for these «extra» services or they will just do the minimum. I recommend you do a little research on what needs to be looked at on your car and ask them to check things specifically so they don’t ignore.
Anyways, this time I came in on a Friday evening after work to get an alignment after having just put in new tie rods myself. I made sure to tell the guy to make sure the steering wheel was straight, and check the tire pressure, and to give me printouts of the wheel angles before and after. He wrote everything down on his notepad (I would make sure they do this so they’ll do what you tell them). Alignment was done perfectly, wheel straightened, and the car runs noticeably smoother now, and I checked the tire pressure afterwards and everything was perfect. Didn’t have to wait long either, there was one person ahead of me and it only took about an hour. Price was about average, always check online for coupons, I found one for 10 dollars off.
All in all, I was pleasantly surprised at the good service given my wariness of chain garages, but your experience will be much better if you come in knowing what you need and tell them, never assume they will give you anything extra and you will be fine.
PS, if you are mechanically inclined, they will let you grab a pair of goggles and go into the shop to watch.

So disappointed in this location. Made three appointments for a simple state inspection. Went online and checked the «State Inspection» box when I made the online reservation.
First time: told it was past the time they do inspections. The technician already went home (it was 7pm)
Second time: again, told it was too late. This time it was 5:30. Same guy at the counter tells me the technician went home at 4:30.
Third time: took a day off from work to go at 1:00pm. They don’t do inspections on Fridays!!!
Is it too much to tell your customers exactly when you do inspections? Why does your online system allow you to make appointments for for a specific service when you don’t offer it??? Worse, when the same employee already knows I came twice, why not give me the exact days and times I can expect to get the work done?
Icing on the cake, no apology. How hard is it to say «we’re sorry we wasted your time, three times in two weeks»?
You not only lost a customer, I will advocate others not use you either.
(On the flip side, the Garland location had GREAT customer service. Will review them separately).

The brakes went out in my Oldsmobile and ironically it happened on Northwest Highway right in front of the Pep Boys. So, as fate would have it, we had Pep Boys take a look and see what it would cost to fix.
Pep Boys decided that it was ‘too’ big a job for them and wouldn’t touch it.
They were nice enough to let us keep it there until we could have it towed somewhere else.

I’ve brought all my vehicles here for the last eight years. No more. Needed inspection, oil change and tire rotation.
Car was promised at 10 the next morning. That night he called & I needed 2 new tires & rear brakes (wouldn’t pass inspection). I asked what the brake level was, he told me «I think a 2». I didn’t ask about the tire tread depth, but I should’ve. My mistake. I reminded him about the state inspection, tire rotation &oil change etc. Their state inspector didn’t come in until tomorrow but I would be first in line. I wasn’t sure which tires I wanted but that I would research them online when I got home &put the information in the notes for the appointment online. He said that’d be great. I updated the notes on the appointment like the service guy agreed with the name of the tires I wanted.
At 9:30 am I called to inquire about the status of my car. A different service person answered (original not in yet). After being told «I didn’t even know your car was here. Let me go look through the paperwork &find the car» he called &said «We are still waiting for your authorization to do any work.» I told him that, as agreed, I’d updated it online with the name of the tires &I’d authorized the brakes, oil change, tire rotation &state inspection previously. «We don’t have access to the online appointment information» came the reply.
So I asked if the rest of the work — as authorized previously — was done. Oil change, yes. Not even the state inspection, when I was promised to be first in line, was completed yet. Now there were other cars ahead of me for the state inspection.
He said while the web site said those tires were available, they were not. they could have them done by noon. He said my car needed an alignment.
I called &spoke to my original service person at 2, thinking it should be ready by now. He told me they got started on the brakes &tires but that the state would be another 30 minutes from now &then 90 minutes to do alignment too, so ready by 4.
I should have been the first in line for inspection, I thought. He said the alignment would come last. At 3 he called me to ask me to fax my insurance card to them. He said «the inspector needs to see it to complete the inspection.» I took that to mean that the inspection was ready but for the insurance card. In all these conversations about state inspection no one had asked for my insurance once. So I faxed it.
At 4:30 I called to check on my car. He said it was in line to be inspected. I asked what that meant, that I thought he just needed the insurance to complete it &then the alignment should be done. He said no, when we didn’t have your insurance info we put your car to the back of the line for the inspection. Three cars got ahead of me now, but it should be my turn «soon» &after we would do the alignment (that couldn’t be done while my car was waiting for inspection ALL DAY?). At this point I became angry. I was supposed to be first in line at 8 am but at 4:30 when they «forgot» my car was even there this morning when it was supposed to be done I still have to wait in line again? He should have said «the inspector needs to see the insurance to START the inspection» so I wasn’t left thinking that everything was done but that one item.
I went in &talked to the service manager after 6 when it was done. At this point I wanted to look at the tread measurements on my tires. Didn’t trust them at this point. They were 3−4÷32, not less than ²⁄₃₂. They would have passed inspection, but they would need to be replaced soon. Since I said I needed to go out of town at 10am it would have been good for them to tell me that I would need it soon but for now it could wait. The old Pep Boys management/​staff would have told me that — they did sometimes. Which is why I trusted them. They understood that a happy customer who knows they will need new tires soon will bring the car back to get that work done when it is convenient for them to do so.
He offered a free oil change coupon for my trouble &frustration, making a lot of excuses about «well, you wanted tires we didn’t have in stock» (that your website said you did… perhaps they were in stock at 8am, but sold out by the time I called at 9:30 &reminded you guys you had my vehicle), «well, we can’t access the notes you put in about the appointment when you told us what tires to put on there» (then why was it agreed that I would do it that way &why even OFFER the ability to have customers update notes in an appointment if the info doesn’t get to the techs?), «well, you didn’t leave us your insurance card» (you didn’t ask… the moment you asked, I sent it to you but you didn’t see the fax for an hour), etc. Excuses excuses. Finally a sort of apology &offering me a free oil change coupon.
I’ve been going to this Pep Boys as long as I’ve lived in this city… 8 years. I’m looking for a new mechanic. Anyone have a good recommendation?

Here’s how it works. They don’t staff enough mechanics, but they purposely try to keep all service bay’s full. Therefore if you’ll watch. one mechanic will kind of half ass work on 2 – 3 cars (without really finishing one car from start to finish). It’s a painful process to watch if your not high, drunk, stoned, etc.

The biggest (and best) surprise was that there was no surprise!
Time for an oil change and tire rotation and found that Pep Boys had a $ 19.99 weekday special if you booked the appointment online.
I’ll admit it: I was expecting at least a couple «gotchas» but was hoping that they wouldn’t cost too much over the offer.
Booked online and headed over at the appointed hour. «Sir, we need a couple bits of information…» Here, we go… I’m going to have to tell him every stinkin bit of information I already gave online. Grrrrr! Oh wait, he just asked for a couple of contact items that I didn’t fill out online.
«Would you like us to rotate the tires?» Here’s the upsell, just like I thought. Grrrr! «Of course, there’s no extra charge for the tire rotation.» Oh, okay. Nice.
«We’ll start working on your car right now and you can either stay in the waiting room with free Wi-​Fi or we can give you a ring when it’s done; your choice.» Uh, huh. Bracing myself for the call stating «We found a couple of things…» Oh well, may as well head over to El Pollo Regio for some lunch while I wait for the call.
My pollo carbon came, was enjoyed with some very hot and delicious sauces and I sauntered back to Pep Boys to wait in the waiting room an extra 5 – 10 minutes while my car was finished up. The guy is coming over, so time to brace myself…
«I can ring you up over here. $ 21.05.» WHAT?! $ 19.99 + $ 21.05?! I knew it??? Oh wait, I haven’t paid the $ 19.99 yet; and with tax… Okay, that’s what they promised.
«One thing…» I KNEW IT!!! «We found a nail in one of the tires…» Son of a guns! How much is this going to tack onto my $ 21?! «…so we just fixed it. No extra charge.» Okay, that’s better than they promised.
As I drove away, I had a smile on my face a mile wide at having experienced great service at a great price with no upsell, hard sell or underperformance.
You are a happy surprise, Pep Boys!

Let me start by saying that my husband and I have gone to this location for minor services (oil change, tire rotations, etc) for several years now and the service has plummeted as of our last few visits. I don’t recognize anyone there anymore so maybe they have new management or something…
The most recent visit was the kicker and we won’t be going back. I brought my car in for the standard oil change and tire rotation, but I also had a window that wouldn’t stay up. I had called earlier to see if that was something that they could look at and they told me that they could most likely fix it and the charge to open up the door panel (to find the problem) would be $ 44.99. I get there and the guy at the drive up says that the charge for this would be $ 112.00, after checking with his manager he came back and said that it was $ 44.99. Phew! We discussed that it was likely the regulator as the motor in the window was making noise but they would open it up and make sure before ordering the part.
I left my car and went to run some errands with my husband. We got a phone call from them a little while later saying that it was the regulator and the part would cost $ 220 (+ $ 112 labor). We called around to check the part price and found them as cheap as $ 89. That being said I asked them to leave the door panel off because I wanted to have my brother look at it and see if it was something he could do if we just purchased the part.
I went back to get my car and the door panel was on — I asked why, and the guy said that they didn’t have to take it off. I asked how they knew that it was the regulator then… and the sales guy looked like he knew he just slipped up. Isn’t this what we discussed before I left? That we thought it was the regulator and the charge was $ 44.99 to TAKE THE DOOR OFF TO MAKE SURE? Then why am I still being charged for the $ 44.99? Apparently there was an «test» done on the door. How exactly that works is beyond me and no one there could explain it either. I was so frustrated that I just paid and left. I realize that $ 45 is not going to put me in the poor house, but now I have to pay someone (and take the time to find someone) to get the panel off if I want my brother to fix it.
Oh! Then I got home and realized that they didn’t refill my washer fliud during the oil change (again! They forgot to last time as well!). Needless to say, we will be looking for a new place for all of our services.

I was so pleased at this Pep Boys! I was told by another mechanic that I needed new brakes and I took it here and they did a thorough check and said my brakes were fine and not to go back to the other guys. This place is very honest and reliable!
I highly recommend this place!

I don’t find that getting your oil changed mid-​afternoon on a Sunday to be an easy thing to do… in fact, it’s a chore. I drove past Pep Boys and it seemed very open so I gave it a shot. I was told the wait time would be about an hour and my car would take less than 30 minutes. They have wifi so I pulled out my work computer and did some work while I waited in the waiting room.
After an hour I checked the progress… I was ensured I was next and that my car was going in then.
Another 20 minutes I checked in again when I still saw my car sitting in the lot. Again, assured I was next.
The oil change took longer than their estimated 30 minutes because they couldn’t figure out how to reset the oil change indicator. It’s been my experience any place doing an oil change, other than a Honda dealership, has problems with this so it doesn’t really bother me.
During this time I was approached with my bill… that was all zeroed out due to my wait. Note that I didn’t ask for this, nor did I complain… they just did what they thought was right and I truly appreciated it.
I am uncertain that I will be back… but I’m not ruling it out. The oil change was also only going to run around $ 30 which is a good price.

I just walked out of Pep Boys. I am sitting in the parking lot writing this review. it simply could not wait. I must save anyone else from the irritation that I have just endured. Hopefully I’ll earn myself some good karma for this review…
I took my car to this Pep Boys for new brake pads. Simple enough, right? Wrong. First of all, i walked in and there were 5 people waiting in line while this guy took call after call, chatting it up with someone on the other line as if there was no one in front of him waiting. I had let my brakes go way too long so I didn’t have much of an option so I decided to stay and get then done.
I got my brakes done and and over the next couple of weeks, they squeaked louder and began to grind. I took my car back and they said that I would have to leave my car there overnight (not the best idea considering the area and the fact that I have to WORK in the morning). He gave me the alternative to bring it back the next day. I brought it back and was told the same thing– that I’d have to leave it overnight for someone to look at it. Can you say FRUSTRATING?! You’d think they would make this a priority because it’s their bad… Instead they’re giving me the runaround. I am beyond annoyed. $ 200 down the drain.