Pep Boys – Las Vegas

I received the worst customer service from the female customer service representative with red hair on Saturday, 5÷21÷16. I went in inquiring about my tires, and she was immediately rude to me after telling me the outrageous prices of tire alignment and balancing. The gentleman (who I believe was one of the mechanics) next to her was very nice and tried to answer some questions she had for me. I have never once been charged to balance my tires at pep boys, and I was still willing to pay the $ 60 she was going to charge me. However, her lack of customer service skills completely turned me off and I left. Management needs to get her some professional development on how to treat a customer. The attitude was unnecessary and uncalled for.

Came to them after local mechanic was unable to repair. Told them I was happy to pay more if they honored their guarantee. After we left we had the same issue Geraldo and His manager Thomas were great when we came back they fully refunded and referenced a partner company thats specializes in our difficult model car.

Got my oil changed for my truck there. Price was very high, but I was basically left with no options so had to do it. I told the guy the exact oil, viscosity and full synthetic. Suddenly the price goes up another $ 20 because of fully synthetic (OK, I get it) but then he started up selling me like MAD. Oh I NEED an aftermarket high flow oil filter sir? Oh I NEED to buy your $ 15 bottle of injector cleaner because I’ve got 65k miles? Oh I NEED to rotate my tires… Didn’t I come here for a fucking oil change, not some bullshit «50 point inspection» or whatever. The upselling, extra long wait for an oil change and sloppy work left me less than pleased considering I paid $ 130 for an oil change! (I’ve got a large truck which requires more oil and full syn is more expensive, but $ 130 is crazy). To their credit they’re all very polite and helpful inside. But I don’t like being taken for a ride when I’m doing something as basic as an oil change because I didn’t feel like doing it myself before a road trip.

Large, clean store with helpful people. They have someone who speaks Spanish every time I’ve gone in.
They have a very large selection of all the typical needs, a decent candy bar and snack display, cooler for cold drinks, large parking lot, and the cleanest floors ever seen in the industry!

Zero stars. $ 65 for an oil change? We laughed and walked out.
This place has a weird setup. It’s like an Auto Zone but with a garage. I wanted an oil change and apparently you need to check in with the people at the front counter, but there is no signage indicating this. Both employees were on the phone when we walked in, so we aimlessly wandered around trying to figure out where to go. Finally the girl got off the phone and told us we check in with her. I asked how much for an oil change, and she told me $ 65. She said this was because my car has over 75,000 miles so they would be doing the «high mileage oil change.» Not happening. Bye Felicia.

I LOVEEEEE this location. I drive a good distance just to go there because I always get the best service. All of the employees have been helpful but Gerald is by far the best !! I always ask for him first and he is very helpful. He will always go above and beyond to make sure the customer is happy !! Plus seems like he’s there every time I come in so he usually knows what I’m talking about with all the issues I have with my g6. BEST LOCATION IN VEGAS FOR CAR WORK BY FAR !!!

Pep boys on Las Vegas Blvd. Is the Slowest, most unprofessional place I have ever been.
My truck was here for 9 hours Friday and I had to bring it back today. Had 4 new tires installed and now pulls hard to the right. How long can it possibly take to align a truck? This is ridiculous… the manager just told me at least another hour or two…

Thanks for your patience, Jason. We were having a busy day and he helped us right away. Good vibes. And good people. Keep being awesome!
–From Smart Car :)

I would like to recognize Jovan Hines for giving outstanding guest service and taking the opportunity of showing no matter what state you are in, you will receive the outstanding service PEPBOYS strives to show each guest. Jovan had received a call 01/​27/​2015 from Kenneth Patno concerned about his front brakes. Jovan got him a same day appointment and exceeded Kenneth’s expectations after he been given a quote from Big Brand for 300 to replace his front brakes. Jovan helped Kenneth make a great decision on getting ceramic pads and keeping him and his car safe. Javon did all this even without knowing that his guest was my brother. I myself am a customer service manager for one of the Bakersfield ca stores. Thank you Jovan Hines for demonstrating why our guest continue to return.

I had an amazing experience with Pep Boys on Decatur!
First I called to get an estimate and they were great!!! The manager got on the phone and explained to me what they would need to do to find the problem. I know absolutely nothing about car repairs! Because of him being so friendly, I brought my husbands truck in to get work done. Everyone that I came in contact with went above and beyond expectations! I felt that the truck was taken care of and I was not taken advantage of!
If I could give 10 stars, I would!!!
Thank you again Pep Boys staff, I will be back :)

The slowest service known to man. An oil change took nearly an hour. Shockingly slow.

Service was slow as molasses and there was nothing even happening. Just paperwork for an oil change took 15 minutes. So much for a shortcut. Waisting away again at pep boys.

I recently stopped at this location to get some work done on my car before an 800 mile road trip. I had a pretty unique problem with my air filter and I have to say I am extremely satisfied with the service I was given by Jason and Brian. They came up with a solution to my problem, and gave me a full inspection on my car pre-​roadtrip (which turned up a nail in one of my tires). What they charged me was quite reasonable and if I ever need car service in Las Vegas again I will definitely be back.

PEP BOYS NEVER AGAIN!!! BAD CUSTOMER SERVICE. I went to ask for prices there were plenty of workers that could have helped me all gave me eye contact though acted if I didn’t exist. After I asked someone for help the person told me to please wait until one of the clerks were available. No lie I waited 45. Min then I had to wait for 4 hrs just for a oil change. I tend to comprehend business but honestly this is ridiculous. By far this is the worst experience I’ve had

These guys are awesome. I got my truck fixed fast and right. I will always bring my vehicles to this location to get repairs and maintenance. Thank you Pep Boys.

— I’m in the free Pep Boys Auto Rewards Program which includes bonuses such as: $ 5 gift cards and discount coupons for making visits/​purchases at stores, free tire rotation, free flat tire repair, etc. Nice that all Pep Boys stores offers these services.
— I was in this particular store on Thu/​12 Sep to replace a dead Bosch car battery still under the 3-​year warranty. Pep Boys replaced it, no problem. All I did was show my receipt, bring in my old battery, and I walked out the store with a new Bosch battery.

This was my worst automotive decision ever.
I was given a horrible customer service. I literally had to freak out and cause a scene in the store. It took over 24 hours to fix my car. I was driving cross-​country and needed my window wipers to be unclogged (they stopped producing fluid). THIS IS STILL NOT FIXED. I have to take my car in again this weekend (after driving cross country with this nuisance) and will probably have to take it out on the staff in Melbourne.
The labor per hour rate was $ 110! Not even Cadillac would have charged me that much. I have used Pep Boys in the past and have NEVER encountered anything this bad.
Ill-​informed, inexperienced sales staff. A condescending store manager. Shame on you, Pep Boys. You should reconsider your name, Jerky Boys is 10x more appropriate.

Here’s what this Location (Decatur) did:
— Foul #1 — Blatant Sexism when addressing basic car troubles
— Foul #2 — Ignored and left to wait around in the cold (with a baby) while they have my truck
— Foul #3 — Repeated Blatant Sexism, combined with rude, insistent up-​selling.
— Foul #4 — Borderline vehicle sabotage in retaliation to complaints.
Here’s the whole Horrible Story story:
I love Pep boys normally, and I would use others. Firstly, I got a very helpful quote from another Pep boys across town about my brakes. The quote I got was low, affordable, clearly wrote out parts and labor, and the service guy took a quick personal look at the truck to see what he could do. Loved it.
I went to this Pep Boys after that, when I had the money to get the work done, as it’s closer to my house. After waiting at an empty counter, they doubt my assessment of the brakes, and attempt to suggest other problems. Hubby steps in and says it’s the brakes. They take HIS word. Even the hubby said «what the F?» when we left because I know my stuff, and I said everything right.
They do the free brake check, we tell them we have no other car and PLEASE call us when it’s done. 3 Hours later, we walk back, during the cold snap. It was done (for over an hour) and they had not bothered to call.
I try to get a quote on how much the brakes will be out of them. Almost double the other locale. I start to attempt to bring down the cost, the guy contradicting me and saying what a bad choice that is (just a smaller package deal and cheaper parts are obviously fine) the whole time. I can’t afford it, and I’m selling the truck soon, I tell him, but he goes on insulting my car knowledge, telling me «it won’t get cheaper anywhere else then us», and «the cheaper parts won’t work right, and they can break», and «why won’t you get all four done at once, that’s the way you’re suppose to do it, this is unsafe», «this is as low as I can make it, really you should get this and this done too, you don’t understand.»
It was really unbelievable some of the stuff he said. It felt really bad in person to be treated like «a dumb girl», that never really happens to me, and he was insulting me outright and he knew it and kept at it no matter what I said about rotor quality and price…
The manager hears him doing this, and me contradicting him reasonably, and steps in and brings down the quote knowing the guy is losing the sale, and that yes, it’s okay to get cheaper parts, and it’s not wrong to ask. I walk out saying maybe later, and that the service had not been what I expected.
I foolishly return. Hoping for another customer service representative (Nope!) and with the other Pep Boys quote in hand. Work gets done. Work is shitty and brakes squeal. The service guys ROTATE my tires (I made sure it wasn’t listed in the beginning as it should NOT have been done), knowing that I’m about to go cross country and will wear the fronts down faster, and I ruin my now front tires before I figure out what they purposefully did. Sabotage.

Can’t speak for the service side of this store, but I do shop on the retail side as they always have some interesting motor oil and oil filter sale going on. The last time I went in they had 5 quarts of Valvoline synthetic (usually 8.79/quart) and a filter (usually 5.99) on sale as a package for $ 29.
The manager at this location has been really accommodating regarding returns & exchanges — sometimes I will buy a part and not have time to work on my car and by the time I realize it is the wrong part, the return period is up. In a couple of these situations, the manager has exchanged the part for me anyway, which is super cool. Always keep your auto part receipts.
If something is on sale at Pep Boys, it is usually a pretty good deal. Regular-​priced merchandise here is more expensive or the same price as Wal-​Mart. For oil filters I generally prefer WIX filters which are only available at O’Reilly’s Auto Parts stores. But Pep Boys has deals on Mobil 1 and Valvoline oil, which I prefer. The oil deals at O’Reilly’s are usually on Castrol and Pennzoil.

Man, these guys are lucky there isn’t a 0-​star option. Or negatives, even.
I came here earlier today (7÷17÷2011) because I thought my car battery was dying, and I wanted to replace it. Easy enough, right? No. Allow me to tell you why I’m so unhappy.
I parked right outside their service bays because I thought it’d be easier for them to help me. When I walked in the place and asked the guy for help, he asked me to pull right up to the first bay. So I did. Then I asked me to pull away and closer to the third or fourth bay. So I did. Then they asked me to pull into the first bay again. So I did. Then they asked me to back up again, and then they asked me to park near the bays (where I was in the first place!) while someone got to me. It was insane, man.
Plus, when I spoke to one of the guys there, he said «I hope we get a chance to help you before we close. We close at 6.» Well, yes, I hope so too, as it’s 5.05pm. Jerks.
I waited in my car until 6:10 pm, when I finally got frustrated and drove away. I will be sending my complaints to someone there to see what they have to say. Also, for the record, I’ve been coming to this store since 2004. I’ve never had this kind of problem. It’s the kind of the thing that really, really pushes me into becoming an AutoZone person going forward.