Pep Boys

Terrible Customer Service.
Had an appointment at this Pep Boys location to have a tire repair (and a couple of other things done) from a nail puncture. Brought the car in on time and was told they were running behind. Understandable, those things happen.
After 2 hours and 45 minutes my car still hadn’t been pulled into a bay. I had been told twice that my car was next to be worked on. A person sitting in the customer lounge was also not getting their car looked at (they seem upset) and was also told their car was next to be looked at.
When I approached the young man behind the counter his attitude was that he didn’t care. After a little longer I asked for my keys. His comment was «no problem».
Went to Discount Tire very close to Pep Boys. Had to wait a little while but they got me in —– «no problem» No attitude.
Oh, the tires were bought at Pep Boys about eight months ago. Never again.
Ever since the Vegas economy has come back a lot of businesses have gone back to the old ways of doing business. Over promise and way under deliver and again with attitude.

I was looking at Pep-​Boys website for new tires for my car. They were not in stock and showed they had to be delivered to the store but they also wanted me to schedule the appointment for the install. Well, they never tell you how long it will take for the tires to reach the store so how do I know when to schedule the install? I ended up calling the store, the lady said it would be in store by Monday between 10:00 and 10:30am. She recommend an appointment for 11am and she could order them faster through their system then if I did through the website. This was Saturday Night, around 7:45pm. Fast forward to Monday @ 11am, I came to the store and they didn’t actually have me down for an appointment. They also hadn’t ordered the tires. Brandon the service manager told me it would take about an hour but he could get them today. I agreed to wait that hour. That’s when he started trying to up sell me on an oil change. I told him I wasn’t interested in being up sold and am here just for tires. After that I left the store figuring I had a little time to wait before the tires made it to the store. After getting a bite to eat, I noticed my car wasn’t in the lot and went back into the store. They had moved it to a lift and taken all the tires off. It was about 20 minutes after that while I was standing about 15 feet away from Brandon, he actually called my cell phone. They «found» that one of the nuts is stripped. He then tells me that it will be an extra charge because they can’t secure the tire to the hub because of it. He also then attempted to up sell me again by telling me that it looks like my brakes need to be replaced, and at this point I lost it because I am not here to be up sold. I am here only for the tires. He told me it would be another hour and a half for them to complete all the work. I’m now still here at the store, 4 and a half hours later and he keeps telling me they are working on it but I stood watching them in the garage and no one has touched my car for over an hour and half. They are doing nothing more then wasting my time and trying to drive the cost up and up and up. I do not recommend this store because of their lack of professionalism or lying nature. Be prepared to be lied to, up sold and spend your whole day at the store waiting around while they stand behind the counter, kidding with each other, «while they are short handed in the garage». I’m still working and I’ll update this review after they finally finish. I’m expecting they are going to charge me full price for everything, even though it’s now taken twice as long as they told me this morning.
Updated: after they finally finished the work on my car, it only took five and a half hours, I was ready to go. For the delay and trouble, they did give me 20% off which knocked the cost down some. Brandon is a nice guy but he really has some staff working for him that I feel should be replaced. I witnessed one of his employees flipping him off right in front of me. He saw it too, she clearly has no respect for him and she was also the one that I spoke to that night on the phone and never actually ordered the tires or booked my appointment. I know we all have things tough in our lives but that’s no way to act. Brandon was apologetic for the delay saying he was short handed but maybe next time don’t tell people how long it will be, just tell them you are working on it? And instead of pinging around between everyone’s car getting a little work done and then moving onto another, finish one vehicle before moving into another. At least then you are moving some people through instead of a full stand still (another guy who was there before me was still waiting even after I was finally finished. He had been there over six hours at that point). I had left them a one star review and so after words, I bumped it up to a 2 star. It’s hard to recommend a place when you go into expecting to pay one price from their own website and end up paying an whole different amount. I understand that there was an issue with one of the wheels but that still doesn’t make it close to what the site said. It doesn’t make sense that it’s cheaper online vs in store when the work has to be done in store. Seems as if they are trying to trap you for researching online they are cheaper and then jacking the rates up when you actually go in store.

Went to pepboys again after having a crazy bad experience at the one on Decatur. Brandon (I think he is the boss??) helped me with some tires on my car. He knew every answer to every question I could think of. I never liked going to the repair place to get my car fixed they always cheat you. But, with people out there like Brandon I feel like he is on my side and not like Im being screwed with. Pepboys had a full life long customer as long as Brandon works there.

I have been coming to this Pep Boys location for over 5 years! I have always appreciated their honesty and reliability. Their prices and coupons are very economical. Their service is timely, I’ve never had to wait any longer than anticipated. So when I returned in April and had a very bad customer service experience and an issue with the product, they immediately made the situation right! Brandon, Brian and Charles could not have been more accommodating and fair. Great Guys! They were all so personable and kind! I will continue to bring my cars into this Pep Boys because of their great service! Thank You,

I was always quick to go to an alley mechanic because they were cheap but that’s when i lived in Chicago. Now i stay here in Vegas and i couldnt trust just anyone so i tried Pep Boys. My first experience with them was the best! The didnt over charge me and they didnt make me feel like they were trying to find every little thing wrong with my car just so they could get paid. I joined their rewards program and evrything got better from there! I love this love this location in lake mead because they’re pretty quick, very friendly, and they know me by name! They supervisor here is Brandon and he is sooooo helpful! Every time I get serviced here, he makes sure I’m comfortable with what we’re going to do with my car and he even gives me a few tips on how to maintain my car after leaving their garage! Pep Boys are awesome but lake mead and tenaya location is the best one to me! If u dont want to feel like ur being robbed and u want great and the best service to ur car, go here and ask for Brandon! Tell them Nikita sent u!

Came in for a check on my battery, they tested said it had 0 charge, even though I had just started it to pull it in. I’d say something is fishy with the machine. Opted to replace the battery, said it was a 5 min job. An hour later I’m still here and now they’ve lost a bolt so I’m sitting here while they try to find it
…and I’m late getting back to work since this was my lunch hour.
Pretty frustrating.
I’ve taken my vehicles to Pep Boys in Santee, CA for years with no issues and this is a terrible experience.
I would have been fine to leave the vehicle, but the tech said it would be 5 min so I waited. Now my car is in a state where I can’t drive it, parts are missing and I’m fuming.
Update: the car is finished. We go and check out the work, all of the plastic tabs that hold on the engine cover have been broken. The tech did not remove them properly and instead yanked off the covers. Another tech came over and tried to claim that they were not broken but it was very evident.
They gave my husband a box of replacements when he complained, however they do not fit so I will have to go to the dealership to get the correct replacement parts.

I normally do not write reviews unless someone really pisses me off. MAN OH MAN! Recently went in to get my oil changed and blah blah blah. I didn’t get a flush as recommended so today I went in to get it done. Went this morning and I told Alex that I had some things to do and she said that I could come back and get in pretty soon. Went back and told Cole that I needed the brake fluid flushed and he kept questioning me and DENIED ME SERVICE. Being someone who constantly goes here, you just lost a very loyal customer along with my family members! Cole was absolutely terrible at guest service and his attitude was just unexplainable. Oh! And so slow as if he’s getting paid to do nothing all day! I come here to be taken care of! I’ve worked in guest services for 14 years and have learned YOUR CUSTOMERS MAKE YOUR PAY! Cole should learn that. Alex had Garret took care of me and both of them were great! Garret made me feel so much better. He did his job wonderfully and was so kind. Pep boys needs more employees like him. I will be calling corporate tomorrow to make them aware of how terrible Cole treated me and let them know something needs to be done. I will also tell them know how well Garret did at covering for his co workers mistakes. Thank you Garret for doing such a fantastic job, I know it must get difficult at times! And thanks to Alex as well, for making my hostility a little less hostile after Coles horrific actions.

I can not say enough about how this team pulled together to help me out in my time of need. Brandon, Alex and Wayne went above and beyond and made and bad situation a great experience. All I can say is thank you from the bottom of my heart. Your work ethic, attitude and compassion rocks!

Left my 350 Nissan Z there at this Pep Boys. for it had problems turning over! They told me they will put it on the diagnostic machine with their master mechanics to see what’s going on! After 2 days we never heard a word from these people! So today we decided to stopped by to see what the heck was going on. Well .They forgot to call us to let us know, that they can’t do anything on are car, because they can’t determine the problem! Then they told us we have to take it to a Nissan dealership. WTH??? why didn’t they tell us in the beginning that they don’t have the equipment to diagnostic this type of car… Pissed off! I won’t recommend this Pep Boys on Lake Mead to anyone! Can’t even give a curiosity call back! Very poor service!

We are seasonal and not completely familiar with the local auto repair market. So when I discovered an oil leak on the garage floor we took our 2007 Ford 500 to this Pep Boys because a couple of days earlier we did some business in the area and had noted the Pep Boys location. Brian checked the car in and was able to inspect it in a relatively short period of time for walk-​in customers. Sadly, there were serious leaks in the a/​c system and a soon to be serious leak in the oil pan gasket. Brian and the technicians showed us the leaks and other problems and answered all our questions fairly and honestly. The a/​c was the big problem and we could have waited on the pan gasket. But we felt that they were being honest with us and went ahead and did all of the recommended work. Brian also showed us scoring of the front brake rotors. I suppose, because that wasn’t the reason we came in, the brake inspection could have been self serving. But because the rotor scoring was obvious, we had that work done as well.
Where they really shined was the help they gave us in getting home. We live some distance from the location; too great to walk, and by then it was late afternoon/​early evening. Brian arranged with Enterprise Car Rental to get us a rental car at Pep Boys’ rate and one of his technicians took us to the Enterprise office in his personal vehicle. We were able to rent a car for much less than a round trip taxi fare would have cost.
The work was done the next day and everything appears good. I would have given them 5 stars except that when I called to get an idea of the completion schedule I was given times that came and went with no completion. Otherwise we are very happy with the service and especially with the competent courtesy that Brian extended to us.

This place doesn’t even deserve one star. Worst customer service! Very rude. Tiffany is an absolute idiot, and Omar might be the rudest person I’ve ever dealt with period. I’m in customer service and these people were ridiculous. I was made to pay for services that were never authorized, nor completed, because the tow company towed my car to the wrong place unfortunately. I HIGHLY recommend the Discount Tire right next door. Those guys are professionals and gentleman. They were super helpful and efficient. :)

I made an appointment online for 5pm to have an oil leak checked on a VW Jetta. I was early and arrived at 4:30.
The gentleman and lady behind the counter were very nice, but the reason I’m only giving 2 stars is because I was told they probably don’t have the tools to fix the leak and there was no technician to look at it.
They lost 3 stars for the sheer fact their online scheduling system sucks. I never would’ve wasted my time. And if they don’t have to tools to fix the problem, why would it allow me to select that option when scheduling. Dumb.

OK. Customer waiting area and store a bit unkept.

I have been using this pepboys location for my car maintenance needs for awhile and I never have a bad experience. Friendly staff and quick service!

I initially left a very negative review because I felt like they wanted to take no responsibility for leaving a piece of my car in worse condition than when I initially brought it in. However after leaving a negative review Pep Boys contacted me and put me back in contact with Darren whom is the Service Manager for this location. He apologized for the experience I had and offered to pay for the part I had to buy to fix that piece of my car.
I had about $ 2,000 worth of work done and the items that they did the work on seem well done. The mechanic Leo seems to have done good work from what I can tell with my limited car knowledge. Pep Boys has fair prices and the work quality is great, I was a bit disappointed with the service when I left my first review (2 stars) but seeing that they actually care about Unilocal reviews and want to make things better was refreshing to see so I wanted to change my review and up my star rating.

Brian at pep boys is A W E S O M E. I was in a big rush not only he gave the price for set of tires he also took it in right away.
It took me 30 min in total to get all my 4 tires replace and I kept money in my pocket.
Very recommended see Brian at the tire division.

Needed to get a headlight bulb replaced as one of them burnt out. I decided to go ahead and replace them all (both headlights, turn signals, and fog lamps) while I was at it. Made an appointment online a few days ahead for a Saturday morning. I ordered the parts online as well to be picked up in this store specifically. Received confirmation emails for both. I also received 35% off the parts for ordering online and a 20% off coupon to use in store (for labor) for taking an online survey after my online experience.
I showed up a few minutes late and had to wait about 10 minutes to finally talk to someone. I could tell they were busy but the least they could have said was «sorry folks, we’re a little busy right now and will be with you as soon as we can», that would have been fine.
Turns out I ordered one extra part than what I needed but Omar recognized this and walked me through how to fix it. We got all the proper paperwork done quickly and my truck was serviced in about 30 minutes. Omar gave me a call letting me know it was ready. A little disappointed that I still had to pay for the full hour but I knew if I tried to fix it myself it would have taken me much longer.
Overall I was very satisfied with my service experience here. I will definitely consider going back in the future.

Stay away from Pep Boys! Quoted me $ 1800. To REPLACE my air conditioner. Had it REPAIRED, not replaced, yesterday for $ 230. Classic example of PRICE GOUGING! Along with trying to screw me over, they cracked my engine cover and are refusing to do anything about it. Need a good mechanic in Las Vegas, let me know!

I definitely would not recommend! As I was getting ready to leave my review I also saw 2 other people left a 1 star review in the last week. I definitely can understand why.
I recently ran out of gas & after refueling my car was running sluggish and my check engine light was on. I took it to my mechanic and I needed spark plugs & my fuel injectors were clogged. He replaced my plugs and then recommended I go to Pep Boys to have my injectors flushed. He said he could do it but he charges more than they do and he takes his personal vehicles there to have this service done.
I get there and I’m waiting 10 minutes before I am greeted. There were two employees talking behind the counter & then they left. When I was finally helped by a gentleman named Omar, I advised him I had an appointment to have my injectors flushed, a service they advertise on their website. He stated since my check engine light was on they would have to run a diagnostics for $ 90 before they could recommend any service. On their website they advertise this service when your check engine light is on and your car is running sluggish, but doesn’t state there is a charge for diagnostics. I advised him I already know the issue and that I know what service I want done, but he insisted I must pay $ 90 for the diagnostics, which by the way is the same cost as the injector flush.
I called my mechanic and told him and he apologized so much and offered to do the service for their advertised price. A saying I have for mechanics… When extra costs are sprung that usually means extra non-​needed repairs are sure to follow. BUYER BEWARE!!!

The Pep Boys on W. Lake Mead, had always been my ‘go-​to’ place for car care/​tires, etc., but after this experience, they have lost my return business.
A few weeks ago as the weather was changing, much to my dismay, I turned on the A/​C in my PT Cruiser and only vent air blew out at me! So, I dropped my car off at Pep Boys and walked home. A few hours later I receive a call with a list of things that needed to be fixed/​replaced and it was going to cost me over eight hundred dollars!
I said ‘thank you, anyway’, and promptly picked up my car.
Well, 2 days ago, knowing the Las Vegas heat was only going to make driving without an A/​C unbearable (and that I would likely be found in some parking lot, melted & slumped over my steering wheel), I conceded to the problem and went out to my auto dealership on Centennial. Now, everyone I know told me that ‘The Dealership’ was surely going to cost me more for any repair work, but at least I would have a second opinion of what was needed to fix my A/​C.
Long story short, I picked my car up the next morning and having only spent five hundred dollars and my A/​C blows cold like a blizzard, I am convinced the auto tech at Pep Boys was trying to gouge me and charge much more than what was necessary to fix the problem.
When there is a $ 350 difference in cost for the same auto repair, one has to wonder how scrupulous their auto techs are–
I strongly recommend anyone who uses Pep Boys on W Lake Mead Blvd, for auto repairs, go to the trouble and take your car somewhere else, for a second opinion. You may be shocked, as I was, with the difference in price. I have certainly lost trust and confidence with the ethics of their service department.