Pep Boys

I was at Bj’s across the street, called & spoke with Jim. I needed my tires balanced & aligned. Even though it was a busy Saturday installing winter tires for others, he said he could immediately fit me in & quoted me the price. They got me in & out in great time, price was spot on & there was no upselling. Great experience.

I have purchased items and services here off and on over the years, and though each time I have encountered different staff members– I’ve experienced outstanding service. Today was no exception — I had an intensely stressful tire emergency before work and the excellent professional at PB offered options which included an attempt to get me to save money by getting a tire elsewhere (even though the 2 places were competitors). After not being able to be seen in a timely manner by the competitors, I returned to Pep Boys where Rhoda not only found me a well priced set of tires, but reminded me of a coupon I had that I could use to help bring the price down. I really felt that they were empathic and… NICE here! I received first class service by kind professionals and ended up spending a lot less than one would think given the circumstances. Thank you, Rhoda for making a rough start to my busy day a lot less stressful. This top-​quality management quite actually saved my day.

Brought my wife’s car in to have a valve stem replaced, they charged me for it but never changed it. Gave them a 2^nd chance, bought tires there for my truck and had them installed, waited three hours for the tire change. Every time i looked out into the bay the mechanics were standing around shooting the shit. Brought it back because it had a significant vibration at high speed, they said they fixed it but fairly certain all they did was drop 4 psi from each tire to mask the problem. Wouldn’t let them work on my kid’s tricycle! Will be going elsewhere!

A few weeks ago I had gone to this Pep Boys location to just get an oil change; IT TOOK 2 HOURS!!! I was appalled at the level of service at this location as I waited in their lounge I had to listen to yet another disgruntled customer. As time passed (1hour) finally one service guy came over asked what car I had then said it would only be another 20 min that the tech was finishing up however that 20 min turned into another hour! I could have just gone to jiffy lube for the same price and less time had i known it was going to take that long. The lack of customer service and communication definitely showed through at this location. When checking out to pay for the oil change it was at this point they should have offered me either a free oil change or half of what I paid. They didnt even apologize for the wait or inconvenience. I will never be going back to this location, Pep Boys in Manchester, NH 100% times better than Portsmouth!

Called a day ahead to schedule apts to get 2 cats inspected. I was given a time and told they would do both at the same time. I arrived about 5 mins early and they took the keys to one car and 40 mins later they still had not brought that car in. When I asked, they said they only had an apt scheduled for 1, but would do that one and the other «right now, sorry about the confusion». Both cars are less than 2 years old one is only 9 months, yet an hour and half after speaking with them, neither car is done! Slow, poor communication, poor service all around.

I needed to replace a light on my car and Was offered excellent customer service! Favian, helped me locate my item and was extremely helpful and polite, even assisting in installing the bulb on my car! I will certainly be returning soon!

Pep Boys is the best! I get excellent service which is why I choose to go there. The employees are always happy, knowledgeable, and take excellent care of me. I am a female so I rely on them to be HONEST, give good advice, be patient and, of course, figure out what I am trying to describe is wrong with my Hummer. David Dyer, the Service Manager, has been great at all of the above and patient. I like that he will go for a ride with me so I can show him what is bothering me about my vehicle and put my mind at ease or pull it in and check it out. Favian, the Customer Service Manager, always greets me with a smile and makes sure I am taken care of whether in service or him helping me buy products in the store that are what I need. Josue, the tech, greets me when I pull up to check my oil, tire pressure, and answers a question when I stop in just for that, I never have to wait, and he even did it for me during his lunch break, now that is above and beyond! He also works on my vehicle and does excellent work. I like the way they treat me and that is why I go there. They know how important my Hummer is to me and I feel comfortable being there and that they don’t mind all my questions, some silly, I’m sure, but they don’t seem to mind. Thank you guys for putting your best foot forward!!! and to the rest of the employees too! All of you have been great!
Cindy
Kittery Point, ME

Took the car in to have it checked. We had been hearing a whirring hum coming from the front passenger side tire area. At first the mechanic diagnosed the problem as a worn wheel bearing and recommend replacing it. Then they looked at the wheel and told me the wheel bearing was fine. So a couple days later, still hearing the noise, took the car to a different repair shop and they replaced the worn wheel bearing. The mechanics and management here is sub-​par in I I the industry.

I went in to get my car inspected. They told me the car failed because both of my REAR struts were leaking and needed to be replaced before the car could pass inspection. They quoted me a price of $ 950 to replace 2 struts plus labor. I called the dealership where I purchased the car and they told me it would be under warranty. They had to order the struts and I made an appointment with them to do the work. When I looked at the paperwork from Pep Boys, it looked like it said the front struts were leaking. I called Pep Boys and confirmed with them that it was the rear struts. When I went to have the work done, the dealership told me the rear struts were fine, it was one of the FRONT struts that was leaking. They had to reorder the strut and I had to come back on another date, taking more time off from work.
It really infuriates me that they were going to charge me for 2 struts when I only needed one. I will not being doing business in the future with Pep Boys and informed all of my friends, family and co– workers what I went through.

Absolutely terrible. I made an appointment for an oil change and brought my car in no problem. They brought it into the garage almost right away. I checked in 45 minutes later and the guy at the service counter went to check and said it should be a few more minutes. No problem. I check back in 20 minutes later. The guy checks in the garage and comes back and asks what my schedule looks like for tomorrow… The mechanic hadn’t touched my car in the over an hour it had been there. He had been working on another car. I had an appointment and wasn’t told until over an hour after that they wouldn’t be able to fit my schedule in. I got a free oil change for another day, but I’m afraid to go back. Absolutely terrible.

But for the grace that one star is the lowest a business can achieve that Pep Boys Portsmouth even achieves this rating. I scheduled an appointment 5 days in advance for a simple oil change and its complimentary tire rotation. When I timely showed for my appointment the internet price «as low as $ 69.99» instantly became $ 115. The rep quipped «but you are probably use to paying that». He then informed me «it will be about an hour, one of mechanics is at lunch and the others are working but will need to take breaks. It is hot in the bay’s…» I was then asked if I wanted to wait in their area or walk around the many stores in the area. Sensing something being not right I waited in their area. After waiting an hour an twenty minutes I got up stretched and walked by the door. To my amazement my car was back in the spot where I had left it or so I thought. When I walked out it was not back in the spot it was never moved.
My «appointment» was scheduled for 1pm and it was now 2:20pm~ I had to be at work by 2:30. No time for explanations or chatter — I demanded my keys back. The rep offered a half-​hearted apology to which I replied «its not your fault» unless you are the hiring manager, district manager, regional manager or whoever is responsible for short staffing, apparent inhumane working conditions, poor sales training– what business other than this one sends customers to walk around and shop other stores?
I have shared this story with co-​workers at Pease (10 000 commuters) and on Facebook. Some friends on FB that are not on Unilocal stated similar stories but I digress. Time to wake up Pep Boy peeps — there are plenty of similar businesses in the immediate area who are gladly capitalizing on your ineptitude.

I’ve only been here to replace my old tires and to get an oil change… BUT everyone that I dealt with was friendly and professional both times.
I purchased my tires and made my appointments online, which I love to be able to do… Showed up and my tires weren’t available, they upgraded me for free. Bought 4 tires for the price of 3… excellent quality for the lowest price in the area.

Absolutely the worst Pep Boys I have been to by far! Understaffed and waited around for someone to help.

These guys are great! I took my car in for an exhaust problem and while I was there had them do an inspection and a few other things came up as safety issues. They explained them all very clearly and went out of their way to work with my work schedule so I could get my car back to me as soon as possible. They are all super friendly and when I called them (quite a few times) to check on my car they were always very nice even though I’m sure I was being annoying. I have gone to smaller car repair shops in the past because everyone tells you that the bigger chains are always trying to rip you off but I can honestly say that my car runs better now than it has since I inherited it from a family member almost a year ago. I don’t know about every Pep Boys but if you take your car here the guys will definitely take good care of you and make the experience as good as spending money on your car that you would rather spend at the mall down the road can be.

Came in on a Sunday because my battery had been dying and finally died. This being a Sunday, Pep-​Boys was the only place open for me to get a new battery and some help putting it in. Favian helped me find the right battery and even put it in for me free of charge. A huge help during a stressful time, and especially before a Monday morning. Thanks Favian.

Hands down the most horrible «customer service» I have EVER experienced. I had an appointment scheduled for my car for work that I was told would take 1 – 1.5 hours. I went across the street to run some errands while I waited and they took this as a sign to not work on my car. I was called 2 hours later and told that they were going to replace some parts and with labor, it would be just shy of $ 300. I was a little irritated because no work had been completed on my car. So I finished my shopping and went to wait at the garage. FOUR hours later (in total), they came over in the waiting area to tell me that, whoops, they don’t even have the parts that they needed for my car. The tech didn’t seem the slightest bit apologetic, nor did he seem to care to rectify the situation for me. After I was nearly in tears and asked for a manager, he said he would possibly be able to take off part of the cost of labor. PART?! Personally, I feel whatever extremes were necessary to make sure I left satisfied should have been taken. Soooo, they were going to have to order the parts and then do the work, which was going to take at least another 2 hours. Making my total wait time for my car SIX hours. Seriously, I would rather take public transport before I would ever consider giving them a dime. BEWARE!