Pep Boys

They really need to work on their customer service. Went in for a brake parts cleaner. Spend 5 minutes waiting for a cashier… And nothing! I ended up walking away.

My husband and I took a chance on Pep Boy’s after several, not so great, experiences with small tire shops. We called just to me sure that they would be able to install 4 new tires that another big box store was not able too. They said sure come on in. After driving back and forth to small mom and pop tire shops we decided to give Pep Boy’s a shot. Our first inter action was with Reggie (assistant manager) he knew exactly why all the other shops couldn’t handle our Dodge Durango. He assured us that they could get the job done. We dropped our car off late and they kept us updated with status. Reggie wasn’t kidding when he said they could handle it. They replaced all our tires. I’m so happy we decided to go with Pep Boys. I would like to thank all the gentlemen that took the time to make sure the job got done. Reggie, Noël, Sosa and Alvin Thank you for going above and beyond and making our 1^st experience with Pep Boy’s a positive one. I wish more establishments had employees like you that take pride in your work. Again, Reggie, Noël, Sosa and Alvin, thank you and someone should give you guys a raise.

I scheduled an appointment for a simple oil change. 2hrs and 30 min later, im still waiting for my van.
The guys seem like they are working hard, and customer service is decent. Its completely unacceptable for the website or service manager to over book. I could have gone to jiffy lube and paid $ 10 more, it would have saved 2 hrs of my life. Needless to say, i wont return to Pepboys.
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So, I ended up spending a total of 3 hours… yes, 3 HOURS!!! Waiting for an oil change. They told me that the oil plug was stripped and it took them an hour to remove. That was a lie. They worked on other more complicated jobs while my van sat there.
I asked if they expected me to pay for this oil change after waiting for 3 hours. I got accused, by the lead service guy, of trying to scam Pepboys. Although I didnt at the time, but I should have accused them of stripping my oil plug to add labor costs or extend the service time.
Has anyone else experienced mysterious a stripped oil plug? Im willing to bet that is one of their ploys to add labor costs.
Anyway, after arguing with the gentleman for several minutes, and after pointing out a sign in the wait area that specifically says that they offer quick easy service for oil changes, he removed all parts and labor costs. I would say that the oil change was free, but it wasnt. It cost me 3 hours of my life and a lot of aggrevation and frustration.
Part of my frustration was how Reginald would speak over me everytime I was talking. So it wasnt even an arguement because he was talking and not listening to my frustrations.
I take back what i said about good customer service. Its only good if you dont complain.
I WILL NEVER SHOP OR SERVICE MY VEHICLE AT PEPBOYS AGAIN. I suggest the same for you. Find a jiffy lube for oil changes and a trusted mechanic for the rest.
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**update
The store manager called me and reassured me that the employee in question would be coached. Even though it doesnt erase my bad experience, its nice to know that they will try to correct this problem and «make it right». I appreciated the immediate response from corporate and the branch manager.

Probably the worst pep boys automotive store I’ve ever been to. Customer service is horrible. Went in to change a battery send me to service and tell me it’s a 2 hour wait, then I ask for tools to take it out myself and this guy gives me a box filled with tools that don’t help. Yea go buy your battery somewhere else.

I visited PepBoys last night to have four new winter tires installed. I made an appointment for 6:30 and when I walked in at 6:15, they were very busy. Nearly packed with customers. Alvin in the service area advised a couple of walk in customers ahead of me in line that the wait would be about 90 mins to start work on their cars. I though I’d have to wait too even though I had an appointment. For a couple of people that needed quick fixes, he asked a sales person from the parts area to help change a headlight bulb — no waiting for that customer. Excellent managerial leadership and it didn’t hold up progress in service. Well done.
I waited a very reasonable 15 mins to get work started on my car and watched most of the service they performed. Great care by Sosa and Eric on the cars they worked on. There was a couple (with two babies) there that was going to drive to California next week. They came in for brake work and I myself saw their tires were dangerously bald. I heard Alvin speak with them advising, with no pressure at all, that they should seriously consider new tires, but offered to rotate their tires in the meantime as the rears were a bit better than the fronts. I hope they get new ones soon.
As for my overall impression of the way they dealt with customers, especially ones that may have been irritated with the walk in wait time, the PepBoys team did a great job addressing their concerns and proactively got people in and out to their lives. They were calm and seemed to get along as a team which kind of translated to the customers and helped to keep demeanor in a good place for everyone.
I’ve worked with Fausto before and always ask for him as his service is terrific! He was off yesterday and after working with Alvin for the first time, he did a great job too. Now I have two very professional people to ask for next time I go in.
Well done PepBoys. See you again for my car care needs.

Go to FAUSTO! He’ll take good care of you! He gave me detailed information on my car and was extremely helpful with finding solutions.

This Pep Boys is as good as it gets. I default there because I can drop my car off for the day and walk to work, and pick it up by 4:00. Better yet, I have been treated with nothing short of excellent service. They do the job, oil change, brakes, expertly and do not push additional services. Very recently I was a bit disappointed in work I had done, but Reggie went OUT OF HIS WAY, to assure my car was repaired to my expectations. For this reason alone, I recommend the Skokie Pep Boys and look for Reggie! Kudos!

Just flat out rude! 30 minute wait ended up being 2 hours. When I asked how long, they had such negative attitude. If you hate your job so much get a different one dummy!

I’m staying at the holiday inn for my weekend in Chicago but my friend left the lights on in her car. We didn’t realize there was a pep boys right next door until someone in the parking lot directed us there. I went to get money and everything because I thought I would just have to buy jumper cables and come back to ask someone for a jump. When we walked in I asked where the jumper cables were but the girl who was working on the floor told us we could probably ask the guys at the desk for help. When we walked to the front desk and told Fausto our story he said he would walk over to the hotel with us and bring his jump starter to give us a jump. He gave us a jump and got our car started right away and when I tried tipping him he refused to take the money. Fausto was amazing ! Thank you Fausto !

Okay I get it. You are busy because of a coupon but that is no excuse for rudeness. I had an appointment at 9 for an o change and was the second person in the store. The person in front of me did not have an appointment but they still took him. Three other people came without appointments and they took
8:40 o asked how much longer and was told off We are doing all cars at the same time and when I told him I had an appointment he said so did they. He assed if you want a 10 minute change go to jiffy lube. No excuse for this bad customer service. This is wrong.

Called up because lights were flashing that I needed an oil change. Didn’t have a lot of time and Reggie accommodated me, so I was able to go back to work quickly. I appreciated the prompt, cheerful service and will go again.

Went in to change my batteries, they honored the online discount and the person that helped me Fausta was very polite and helpful. Great dude!

If you have 4 hours to wait for tires installation and alignment, then just come here! The slowest work of this kind I ever experienced! And they weren’t busy either but it seems to me that the guys in the shop like to take their time for story telling more than servicing your car! My car sit outside 50 minutes longer than my appointment time before they took it in, and then another 25 minutes before they lifted it up! Shame, the smaller shops have more competitive prices but I came here for their reputation! What a reputation! Time is money for everybody in the world but not fir them! Profits grow when you serve more customers rather then dissapointing older ones! This is not customer service, is more like customer diservice! Never will I come here again! I will not recommend it to anybody!

Melissa was cool and patient when everyone seems to not wanna be bothered. She can help me everytime because she’s knowledgeable and the cutiest one in the store.

I am giving Isreal, the mechanic here 5 stars! My wife got a flat tire last night and had less then 10 mins before closing. I came here due to being recommended here, anyway! He had 2 customers ahead of me and the guy at the desk (Luis) said there would be no way I could be seen and get the tire patched up this late. I told him I really needed this done or else I would have to call off of work today to get it done. He insisted on asking Isreal if he could patch it up really quickly. I asked him if it would be possible to patch it quickly and he was able to patch it in between one of the jobs. I was very grateful for this because he could’ve easily said no and to come back tomorrow. He patched my tire within 2 mins and also let me borrow the tool to put the tire back on because I did not have the correct one. I am extremely appreciative of small things like this and he had no issue helping me at all especially with the snow we got here. That’s huge in my eyes! Because people are not like that anymore these days. I tried to tip him and he refused to take my money. He’s a very good man and I wish more people are like him these days! So thank you Isreal for helping my wife and I on something that may seem small to most but huge to us! I will be coming back here just for him! Thank you!

Absolutely the worst auto repair clinic in the area. Horrible customer service & horrible online booking system. Booked an appointment online, drove and sat in an hour of horrible traffic, get to the store and wait 15 minutes at the service desk while two managers see me waiting and just talking to themselves in their little raised up eye in the sky «kings throne» area only to finally be seen by a technician who proceeds to tell me that «oh, you booked online, our system is messed up and we can service you.» I ask to see the manager who proceeds to tell me that they cannot help me out with anything, only book another appointment for me tomorrow. They don’t even offer a way to rectify the situation. I would not recommend this place to anyone in the area.

Ever since we moved to this area we’ve been coming to this place to replace the tires on our cars, but it seems that every time we come here, we are disappointed by this location. I have to say that at least they have consistency in some of the stuff they are doing and that is disappointing their customers. Absolutely every time i came to this place i had to wait for hours and that i can deal with because I understand that they are busy and short staffed like most places you go. But ignorance i cannot tolerate and when they treat you with disrespect when you say something, it makes things even worse. I left my car there for them to change my tires when we had the first snow here in Chicago and they said that they will call me when it’s ready. They said it would take about two to three hours and they would call me. This was around 3pm when i dropped my car off. Of course, around 8pm things started to look suspicious because nobody called me to pick up my car. I went there and they were about to close shop and my car was still in the parking lot with my tires in the trunk and my keys inside the store, which was about to close for the day. They completely forgot about me and when confronted, the gentleman at the counter took care of it without charging me. I wonder what would have happened if i were to show up 15 minutes later. Now about the latest experience i had actually today. I noticed that if i came into the store to do something to my car as a walk in, they would tell me that you need an appointment setup on their website. So i made an appointment to have my wife’s tires changed on her car. My mistake for actually giving these people not a second chance, maybe a fifth chance to make it right. My appointment was for 1pm and i showed up at 12:45 to make sure I’m there in time. As i was waiting for my car to be fixed I couldn’t help but seeing people who showed up after me, getting their cars fixed before mine. When looking in the parking lot, my car was still there exactly how i left it. Around 2:30pm i figured i have to ask for an update and this older, extremely annoying guy behind the desk while still chewing his food in his mouth was trying to look up my car. After that he went around asking his colleagues if anyone knows anything about my car. Are you fff… iinngg kidding me??? It’s 3pm now and they are finally starting to work on it.
Stay away from this place or if you really have to fix your tires here, make sure you are all over them, otherwise you will be stuck like me waiting here forever…

Beware or use caution at your own risk. The service department is very unprofessional, i personally feel like they don’t represent what Pep Boys is. They are lousy and have attitude and worst of all are not knowleable, as i think normally everyone in that department should be fired. When i was at this location there was two people before me that had problems that they wanted to do unecessary things to their cars. When it came to me i came in to have my back break pads replaced. Not only after leaving i had squeaking noises when i braked which was not normal and didn’t happen before to my 2012 toyota camry but they also over filled my power steering which they shouldn’t have touched. I even recorded one of the service guys for 15 minutes on my phone as he was not doing anything to my car that when he saw me he shut the garage door that was at the back side of the building so i couldn’t see what they were doing to my vehicle. The service to change the break pads and service the rotars was suppose to last 1.5hrs, it lasted 45 minutes of which 15 minutes of the time the guy wasn’t doing anything. They need to be reported to their headquarters for fraud! They also were going to charge me $ 270 but only charged me $ 200 which is a ripoff since they damaged my car. The service guys that work on the cars not the guys taking in the orders when you come in have attitudes and you can’t ask them anything because they have attitude like they don’t want to work or be there. I need them to reiemburse me the $ 200 bucks otherwise im taking them to court.
Respectfully Submitted Jenny

So I came in here in the staff as far as the front and staff was very helpful. I was recommended to go to the back and talk to this guy and I told him my problem and from the get go I guess he seems like it was already diagnosed as specific problem. Maybe with confidence I don’t know but he automatically wanted to charge me for a diagnostic for the car. I took it to a couple other places that have free diagnostics show that yes indeed he was right. Get there at a decent time because obviously if you go there later then you will have to come back tomorrow for any other work to be done.

I think that I may be done with these guys… Twice now, I have made appointments via their online scheduling system, and STILL had to wait HOURS to get my car serviced!
They are understaffed with technicians, and I have consistently had some issue recur when dealing with my tire service here. They may be the cheapest, but I’m moving on…