Pep Boys

Awesome customer service! My car had 3 flat tires. We called around and Pep Boys gave us the best price and had the job complete in less than 2 hours on Memorial Day! They were even nice enough to wait for me a little past closing. They have definitely earned a new client in me! Thanks Jason and Charles.

I took my car into the Woodbridge, VA Pep Boys’ (Store #90) for an oil change @ approx. 1600 26^th March 2016 — on an almost brand new 2015 Subaru WRX (15k Miles). The car was JUST serviced a month prior at Subaru for a separate issue, with no evidence of issues at that time as-​well. After my «Oil Change» at the Pep Boys’ Service Center — I began to drive away. Only to shortly notice (After Stopping at a red-​light) did I notice issues. I began to hear whining and screeching coming from the car, along with loss of transmission. At this point I immediately pulled off to the side of the road, I quickly did an inspection and noticed smoke rising from under the engine. I immediately called the Pep Boys’ Service Center and explained what was going on. I notified them I was bringing the car back to the garage. Upon return to the Service Center I was met outside by Ben. I explained to Ben what was occurring and I explained to him he should test drive the vehicle. Ben said No — he would just drive it to the garage to place it back on the rack to examine what is going on. The techs including Ben asked the tech that performed the maintenance to point at the location where he had «drained the oil» from. That tech (Chris) pointed at the CVT transmission, he had drained the CVT transmission fluid! Not only did he drain the CVT transmission fluid. The tech also over-​filled my engine oil, by nearly three quarts (did not know that was possible). The techs then all came over to the car and began looking for the method to fill the transmission (then I came over and pointed at the T70 nut that was needed to be removed to fill the transmission fluid). The techs filled my transmission with Valvoline CVT Fluid, and Lucas Oil CVT additive (Approx 7 Quarts). Upon the techs filling the transmission and then doing the actual oil change — we commenced a test drive (with tech riding as passenger (Tech Ben)). We drove the car approx. three miles — during this time we noticed transmission slippage under load (3500+ RPMs), pretty much anytime the turbo starts to create boost. At this time (while in the car with me) Ben called his manager Allen. Allen instructed Ben (I could hear the conversation) to tell me to take the vehicle to the Subaru dealership to have the vehicle inspected and repaired. The tech (Ben) also notified me orally that Pep Boys’ would cover the damages of this, and any rental costs incurred. He also stated that I must pay Subaru up-​front and the Pep Boys’ would reimburse me the money. However, I believe that Pep Boys’ is/​should be 100% responsible and should pay Subaru up-​front 100% of the costs. I should not have to pay anything. ALSO, I believe I should be refunded all monies for the oil change. ALSO, I was never apologized to by the tech that created this mess. I want Pep Boys’ to repair or replace my transmission as it was (almost new, less than 15k miles), plus pay for any expenses that may occur because of this issue, to include: loss of wages (taking time from work), rental car, and possibly other fees that may arise from this issue. Please fix this! I do not deserve this — I only wanted an oil change — not a complete mess and headache on Easter Weekend!!!

My car had a flat tire and was in and out in less than ½ and hour! Great Price and Great Service!

Made an appointment for 8am. Working on the first of four tires at 9:30am. At this rate I will leave some time tonight.
12:45 and they have installed the tires incorrectly, back into the shop. I realized they were slow, but now apparently incompetent.

Three stars only because they were amazing when my mom’s car unexpectedly needed a new belt a few years ago.
However, today I tried to schedule an oil change online. Never received a confirmation text or email. Ok, website has a glitch. Tried calling to confirm, but the phone rang and rang for a minute and 26 seconds and no answer. Obviously they don’t want my business.

I went to Pep Boys because my car needed new brakes. I scheduled an appointment with Charlie, who has the best personality and looks out for his customers. He provided me with top notch customer service and got me the best price on parts. I would recommend everyone to go see Charlie for your service needs.

Amazing. There are no words to explain how AMAZING the staff at this store is. We were traveling home from SC to CT and our car broke down. It was a Sunday and by some grace of God we ended up at their exit. We walked into the repair department and we were met by Jason who told us the alternator we needed wasn’t in stock BUT he tried calling countless places to find one for us. He and the other staff there (Rick I believe was one of their names) helped us figure out the closest location to get a hotel for the night so we could tackle the issue the next day when things were actually open.
The following morning we showed up at 8am opening and met Allen. Jason was not in that morning but Allen took the horse by the reigns to try and locate us an alternator near by. My Father was able to find one in Fredricksburg (at another store, not PB) so we rented a car quickly (they also showed us where to do that) and grabbed the part. By the time we got back to the shop, our van was already up on the lift, the bad alternator removed and ready for the new one to be installed. We were able to get back to the hotel, pick up my husband and two kids and get on the road home by noon.
You have NO idea what this kind of service meant to us. Your store is absolutely amazing. I am nearly 7 months pregnant and this stressed me out so much. The fact that your staff was so willing to go above and beyond and reassure us that they would help us get this fixed, helped so much.
Thank you, truly from the bottom of my heart for all that you did for us.

This isn’t really about this location, but it’s where I purchased my tires. I have always purchased tires for my vehicles here. I purchased 4 new tires at this location when they had a «Buy 3 Get 1 Free» deal. I own a Lexus R400x and the tires are not cheap. I had to go online and fill out a form to get reimbursed via debit card. I did this but I NEVER received my card. It’s been almost a year now. I am extremely unhappy that they reeled me in with this but never delivered. From now on I’ll go elsewhere to purchase new tires.

I like this location because they have a wide selection of products in store. They are also helpful and friendly. They can help you look up various parts for your car. They always have good deals when I go in. The service crew has some friendly people working there as well. Whenever I come in they always go above and beyond what I would expect. They are also very informative. The waiting area when you are waiting for service does leave quite a bit to be desired. What I was a little disappointed by was when I brought my car in the first time and one of the guys working on it looked like he wasnt sure what he was doing half of the time. I am not sure if he was training but there were plenty of people back there that helped him out. They do check your check engine light for free, but they can only give you the code and a general idea of what might be wrong. I will come here every time I need my oil changed.

I used to go to the Fredericksburg Pep Boys; sadly I moved, and can’t go to that location anymore. So I took a chance and came to this one here in Woodbridge.
I have to say, the customer service is fantastic. I read these reviews of customers being ripped off, or having surprise bills, and I just don’t understand how it is possible. They do not take advantage of you not knowing vehicles, you simply don’t know vehicles, so you assume they are taking advantage of you.
The customer service representative (and also service manager) that I got the pleasure of working with was Ben. Ben spoke extremely professional, and courteous. I would have thought he had been working customer service related jobs for years. He was doing a very good job at keeping everyone in a positive attitude in the store (surprising with some of the customers I heard in front of me). When it came to my turn in line Ben did an excellent job explaining all of the parts that were wrong or needed to be fixed in my vehicle. He carefully explained to me all of the parts, what they do, what went wrong, the prices of each part, the labor involved to fix, replace, or repair the part, and how long it would take. He even brought me into the bay with these funny looking goggles, and actually showed me where the concerns on my vehicle were, so that we could properly address them.
I left him with my vehicle, and his technician James did an excellent job taking care of it. It was done on time, just as Ben had said. As a result I have brought my car and my wife’s car there several times now, and I will continue to do so as needed. Every time I have gone I have requested Ben. Nothing is more ideal than a customer service representative/​service manager who can speak properly, politely, and professionally. In all honesty his level of professionalism is sadly wasted at Pep Boys (at least at the retail level). He would exceed extremely well in the business world where person-​to-​person interaction means more. None-​the-​less, the level of professionalism and tact that Ben has, has definitely convinced me to keep coming back.

Yesterday I went to their location on Rt. 1 in Woodbridge, Va. I had made an appointment for 6pm, got there at 530pm, and brought my own replacement tires and valve stems. The shop had no idea what I was there for but that was an easy fix.
I was only getting 2 tires mounted but I sat there for 2 and a half (2.5) hours waiting for them to finish so I could get home after a long day of work.
I get the bill and it is for $ 49. Cool beans, that is what I figured it would be. The guy at the counter (Omar — who by the way was very friendly and was not the slow one working on my car) had me bring the slip to another counter to check out.
Somehow in the 50 feet that I walked, that bill went from $ 49 to $ 135! «Oh, you didnt authorize a wheel alignment? Well, its already done so, that will be $ 135.»
The icing on the cake after I get home at 830pm is to find out that not only did I get over charged but they took my heavy duty solid metal core valve stems (that I bought specifically for this tire change) and replaced them with the cheapest rubber ones they could find. I am sure my valve stems will find their way onto one of their vehicles. Your welcome.
I will be filing a complaint with the better business bureau and am thinking about contesting the visa charge since I didnt authorize ONE HUNDRED AND THIRTY FIVE DOLLARS worth of stuff for a simple two tire mounting job.

I am so amazed. Walked in for my appointment and an hour later oil and brakes done! Customer service is on point. Professionalism. Everything was perfect. Move over honda found my new spot

I’m rating the Customer Service here as 5 Stars. I came into the store after spending nearly 4 hours trying to remove/​replace my cabin air filter with no luck. One of the sales associates (Moises) came out to take a look at my problem, and initially had trouble too. I told him not to worry about it, but he insisted on figuring it out, and wouldn’t leave until he got the cabin filter removed. Somehow he got it out, so now I’ve nicknamed him Houdini (I’m still not certain how he was able to remove it). He did it all with a smile and great attitude; no parts/​labor costs (which I would’ve willing paid just to be done with the whole fiasco). Two Thumbs Way Up!

Kevin is awesome for one and the rest of the service team Sorry I don’t know anyone’s names very friendly very helpful thanks guys

Terrific! Adam the assistant manager of the repair department and Kevin got my car fixed on the spot, and it was a lot of work. It barely cranked over today, and I knew from experience it had to be the battery and my split «serpentine» belt (alternator belt). It was that and a problem with the power steering too. They didn’t rip me off. That’s for sure, I know a lot about cars so I know that. I managed to get it started at home and drove right over there and they had it fixed in an hour at a good price. Awesome service. Good guys. Saved me a bunch. Also identified a lingering problem with the exhaust system and gave me a good quote. I’ll definitely follow up with them. They really know what they’re doing. It was like having my brother (a mechanic) right with me!

I’ll never be returning to this Pep Boys again, and possibly all Pep Boys from here on out, the service was that bad. I’ve been to Pep Boys in several different locations over the years and have always had fairly good experiences. Because of that, when it was time to get new brakes for my truck, I immediately thought of Pep Boys and found the closest location to my place. I brought my truck in and paid a fine mint to get what they said were «top of the line» brake pads. I asked them several times if it would work for my truck, and if they’d reset the brake light sensor, and each time was told yes. I was told the job would take about an hour. I ended up sitting there for almost three. During that time another customer had come in with a complaint about his service and I sat there and watched the store manager and two other employees yell and and berate this man. I’m not sure what the details of the argument was, but that part should be irrelevant. I don’t think customers should be yelled at in that fashion in front of other customers. If it was that serious, he should’ve been pulled aside, but he wasn’t. It happened right at the registers. Anyway, when they finally gave me truck back, I asked once again before I got in if they reset the light. The mechanic that drove my car around actually went outside, went into my truck, got back out, came back in, and said yes. I paid and left. As soon as I started my truck, I saw that he lied. After confronting them about this, I was told I needed to take it to the dealership to get it reset. Then why lie? Why not just tell me that from the beginning? On top of that, my brakes were squealing ridiculously loudly. It was ear grating. I took it back a few days later and told them the problem. They took it back into the garage and made me wait another two hours. Two hours. They gave some long winded explanation about them having to shave the pads down a bit to fit my truck. They gave it back and said it was all better. It was not. The same ear grating squealing persisted for another week. Long story short, I took it back another two times, had to endure their various excuses and long waits in their waiting room, and that sound never stopped. I don’t know what they were doing to my brakes, but they weren’t fixing it. I ended up not being able to take the noise anymore and took it to a mechanic who dealt with my specific car make and was told they had put on the cheapest generic brakes you could find and that noise was because it didn’t fit my truck at all. As in, it was a major safety issue. By then, when I confronted them, it was too late to do anything. So I ended up paying another mechanic to put on the right brake pads. This location knowingly sold me crappy parts but made me pay for premium ones. They knowingly installed these parts putting my safety at risk. They took three times longer than normal to do this shoddy installation. They are rude and untruthful to their customers. And they don’t stand by their work. This experience cost me way more than it should’ve and because of all these reasons, I’ll never go back and I probably will never patronize another Pep Boys.

Got a good deal on a new set of tires, but the installation was very poorly done. They did not do the front end alignment nor the wheel balance properly. I returned a week later to have it redone, which they did. The alignment was much better, but the balance was still way off. Rather than removing the weights and starting over, they simply added more weights to the wheels. I still had a terrible vibration. I took my truck to another Pep Boys rather than return for a third try. I won’t be going back here for service work.