Pep Boys

I was having issues scheduling an appointment online, so I called the store directly. I told the gentleman that answered that I needed a check engine light diagnostic and an oil change. When I arrived for my appointment the next day, I gave the representative my name and he verified my appointment. He asked what I needed and I told him that I was there for a check engine light diagnostic and oil change. He responded by saying «We can’t do that here.» I was very confused, so he informed me that they did not have the equipment to do a diagnostic, and then asked what kind of oil I needed for the oil change. I did not get an apology or any offer of a solution. I asked him if they had any local stores that could help and he said, «I dunno.» I pushed for a recommendation and was directed to the Folsom Blvd location. I made an appointment for the next day. I arrived at the Folsom location and was again told that they could not do the diagnostic.
I had appointments at two separate Pep Boys locations on two consecutive days, both for the check engine light diagnostic, and NEITHER location was able to do it. It is advertised on their website and I made my goal clear when I made both of my appointments. There was no apology and no solution offered in either case.

What’s funny is, I told them I was a mechanic. I just couldn’t do the work because of my back surgeries and pain. I discovered that it only needed a clutch master cylinder. $ 49. Pep Boys tried to get me for $ 600! I walked my 19 year daughter through it and it took us about 90min.

This is the most horrible experience in this store today 1÷1÷16 at noon. The staff was rude. The female cashier was standing around playing on her phone. I had to hunt her down to ring me up, and when I found her, she and 4 others were standing around in the service area talking. She has attitude about ringing me up, and I over heard her arguing with customers when i was searching for my wiper blades. I had an oil change done and the guy didn’t even acknowledge me until another customer walked in and an employee passing by asked her if she needed help. This was a terrible experience. Must have hired a bunch of new employees because I’ve always had wonderful service in the past. They seriously need an attitude adjustment!

So as my story continues with my vehicle, I am now able to say that with great hope I returned to fix the problem with my engine. And spoke to Greg the new Manager. He asked that I give them another chance for trust and great service. Shook hands and told him I never did get that refund check. So he kicked it up a notch and replaced the remaining Coils that were bad without charge… My refund was $ 250. Work on my vehicle was roughly $ 400+ they took care of it. No charge. And I can honestly say that they are turning this location around and will now be returning for other services.

Here is a crazy idea: an auto repair shop where the employees actually want to help!!! That’s what happened when I took my struggling SUV to Pep Boys in desperate need of help. Louis and Josh provided excellent customer service and got me back on the road. I had been to two previous shops and had received conflicting information on what I needed to do to get my care fixed. I was even exploring buying a new vehicle. In a last ditch effort I headed to Pep Boys and Louis and Josh couldn’t have been more helpful. Those guys just earned my repeat business and my vehicle is running great.

Here was my phone conversation:
–RING-​RING-​RING–
Me: «hey can I get an appointment for a brake check and an oil change?»
The Boys: «sure, we are wide open tomorrow, on Monday, how about tomorrow at 1230?»
Me: «works perfectly, how long will it take, i will have a baby with me and will be hiring care to watch my other children.»
The Boys: «about an hour.»
Me: «i will have a baby with me and will be hiring care to watch my other children, so are you sure it will only take an hour? i could schedule a ride if that would work better.»
The Boys: «an hour will be fine, we are wide open — and you have an appointment.»
The sun sets, the sleeping happens, then breakfast, then all kinds of fun kid stuff. Then I drive to have my brakes checked and my oil changed. Super pumped! My car is going to be all oil changed and brake checked!
–DRIVE-​DRIVE-​DRIVE–
Me: «hi, i am here for my appointment.»
The Boys: «great, it will be about 5 hours.»
Me: «wait, i have an appointment and i was told it would take about an hour. i understand that it might take a little longer. but 5 hours is DRASTICALLY longer.»
The Boys: –MUMBLE-​MUMBLE-​MUMBLE– «I AINT GOT NO TIME FOR THAT!»
And that is the story of how I will never go to see «The boys» for my automotive needs. Oh, did I mention they actually call themselves that? Yeah, I wasn’t joking in my fancy story. Seriously, its on the recording when you call. It’s all «The boyz in the hood are always hard…» Wait, that’s wrong. I think that’s a popular cultural reference or something — but yes, corporate automotive care references themselves as «The boys.»
UPDATE: My wife did call corporate and they gave us a free oil change. Woohoo! Still won’t be going back. Too many alternatives.

Ordered brake parts on-​line with a sale price and picked them up an hour later at the store. Great customer service, great pricing on auto parts especially when there is an on-​line discount.
The store was clean, well stocked, and arranged so that it was easy to find the various departments handling tools, parts, accessories, etc.

Got an oil change for 21 bucks. Picked out an air cleaner inside and they installed it-​no labor charge. Then they gave me a quote to replace the brakes and rotors on my Mustang for the same price Brake Masters quoted for fronts only –same pads etc. Having the parts store makes it nice while you wait-​gives you something to do. Nice bunch of guys there.

This is how customer service is supposed to feel like. Got a simple oil change here and the clerks Ben and I believe his name is Jake were phenomenal. I hate being cottled and treated like a know nothing female. So when I asked technical questions about a weird sound in my car, instead of giving me the run around or trying to prove male dominance, which I’ve experienced before with mechanics, they talked to me like real person and with respect. The wait time wasn’t that bad and I love that they let you buy your own oil. Because I’m super picky with what oil I use. This will be my go to place because of their customer service and outright honesty. Kuddos to this location and staff!!!

First, we did NOT have any work done here after the conversation I had on the phone with the «mechanic». My husband brought the car in to have engine light codes pulled, brakes checked and a squealing noise evaluated. He informed them of all of this and gave them HIS phone number to call when these things had been done because he was staying in the area. They called me instead. So first I was told that the front and rear brakes needed to be done for WAY over the price I’ve seen on their website, interesting. Then when he said nothing else I asked about the squealing noise and the response was «I knew nothing about a squealing noise.» OOOOKKKKAAAAYYYY… so I asked about the engine light codes. There were six codes pulled and after telling me what the codes each were I asked what they could possibly be caused by… the «mechanic» told me «I don’t have any idea.» Now, I understand that a diagnostics needs to be done to determine exactly what could be wrong, but if you are an honest mechanic you would tell a person a list of different things that could be causing these codes to come up. I felt like I was dealing with a lawyer or politician. Awful. I’m never going back!!!

Irritated at their customer service. Called ahead of time to make sure that I could get some engine stuff like that without an appointment, and they reassured me I could. Walked into the store to find out that I actually need an appointment and couldn’t be seen. An inconvenience and waste of gas since I live in the other side of town. I would urge them to have a team meeting so everybody is aware of the rules and policies to save their customers time. Thanks

I had an appointment at 11:30am for a brake inspection. I arrived at 11:15 and left to walk down the street to eat and then came back to find my car still sitting in the same spot. Went off to target and cave back at 12:42 to find my car STILL sitting in the same spot. As soon as I went to go tell them to forget it and I was going to take my business elsewhere a man finally got in my car and pulled it into the service bay at 12:45pm. I’m usually pretty patient but if you know that your «appointments are pretty backed up today,» then you should inform the customer of that as soon as they arrive so that they can plan accordingly or decide to leave. At no point was I quoted any specific wait time or estimation of when they might get to my car. Definitely won’t be coming back here.

Took my car to get checked to see what was wrong with it.
Willie checked my car in and the staff was very helpful to me.
I couldn’t afford the price they wanted to fix my car but they let me keep my car there u til it was able to be moved.
A worker i believed named Ben, very humorous guy helped me when i came in a week or so later to see if i could get the diagnostic printed out. After a few bits and laughs, hooray! He did it!
Got my car out of their way and went on my way
Thanks Pep Boys! LOL

The guys at the shop get kudos from me for fixing a tire for free although it was a pep boy tire, they were very nice to me, I’ve heard some negative comments but I see they are working hard to correct their image.

Of all the days to have your engine turn over and kerchunk on you, Labor Day is the worst. I called this morning and ended up having my car towed over by my insurance. When I got there, they were booked… but they still made time for me! Everyone was very helpful, especially Ben. Customer service was fantastic– which must not have been easy, because I was about two minutes away from hysterics.
I went in praying that it would be under $ 500 for the repair– altogether, everything was just over $ 120! Diagnostics, labor, and the fuel injector. They also made some recommendations for preventative maintenance, but no one pushed anything on me and nothing was done without my consent. Everything was explained as it was happening, there were no pressure sales, and they made it really easy for me to stop panicking.
Overall, it was just a really good experience. And it’s hard to make someone’s car breaking down the day before college starts up again into a good experience!

Tragic circumstances left me in Sacramento. On top of everything else I was dealing with, it was necessary to get tires on my car. Ben instantly put me at ease and explained my options. He patiently answered my questions and left me feeling satisfied with his explanations. My car was finished in no tine and I couldn’t be more impressed with the level of service.

DON’T GET YOUR CAR WORKED ON AT PEP BOYS. The allure here is that they are open late and on weekends but the convenience is not worth your time or money.
The labor rate is high and not only that but they will charge you for 2 – 3 times as much labor that what is necessary.
The price for parts is marked up by up to 65%. for instance, one fuel injector that would cost at most $ 130 – 150 they charge around $ 230 or a water pump that would cost $ 70 – 80 they’ll charge $ 160
Lastly if they cannot pinpoint the problem with your car they will end up doing many unnecessary repairs and theres no way you’ll ever know what hit you.
FRIENDS DON’T LETS FRIENDS GOTO PEP BOYS. I was warned by my friends but i did it anyways, i didn’t know how much of a rip off it would be.

Engine check light came on. Pep boys will do a free read of OBD code, but will charge $ 50 for a full diagnosis. Code indicated some type of air/​vacuum problem. Service guy saw a loose hose. He put the hose back on, and problem corrected. NO CHARGE. THANKS PEP BOYS.

Nice up front girls at the register. Parts counter is touch and go.
Jeff

So all I have to say is WOW. I wrote a bad review about my experience last week. I received a phone call from pep boys and we talked about what went wrong. This made all the difference in the world
… I feel much better… We talked about all the things that I had concerns with, and we worked everything out. I appreciate pep boys wanting my business and caring enough to call me and talk to me. I will be taking my car back. They have great prices good people that work for them. Thank you very much.
I feel very comfortable going to pep boys. i would recommend this place to everyone !
Thank you pep boys for taking pride in you work, your business and epically your customers.