Pep Boys Reviews Summary

Customer Service

Pros:

• "He is very knowledgeable and does not try to make your car problems be more then what they are."
• "If you’re going to visit this location I strongly recommend that you ask for Brayan! He is extremely sweet, very knowledgeable and does a wonderful job!"
• "Frankie was a great help. Cool dude and honest."
• "First off, Addy was phenomenal. Word can’t express how great her customer service is."
• "Your service representative, Bryan, was excellent. He didn't hesitate to provide me with prompt, courteous service."
• "The woman who checked me in was very pleasant and friendly and was able to get my car looked at and resolved within 35 min."
• "Addy is truly amazing. Her customer service skills is top tier."

Cons:

• "Idk, what is up with place, but they horrible with customer service."
• "Hughes needs to work on his customer service skills."
• "He is not the best person for a customer service representative."
• "Valerie at reception should not be in a customer facing role."
• "Terrible terrible customer service."
• "The store manager Frank he is very rude and disrespectful."
• "The guy that answers the phone here is super rude."

Efficiency and Timeliness

Pros:

• "They did a great job breaking down all the issues AND providing an affordable estimate."
• "Brian was very helpful and straightforward with the pricing and gave me an estimated time."
• "Got my 2015 Kia Optima towed here after getting a destroyed tire from the GSP. Hugo and Brian were more than quick and efficient at changing 2 of my tires."
• "The woman at the front counter was very pleasant, professional and informative."
• "They completed the job in a timely manner and the price was fair compared to other shops in the area."
• "Frank the manager was fantastic! I had a flat tire and showed up very close to closing time. Frank said no problem we will take care of you!"

Cons:

• "Went there for a Free alignment check with appointment, first day they tell me that even though I had an appointment, I had to wait 4 hours."
• "I made an appointment well in advance, and I was told it would take 2 hours for a basic oil change and check-up... I ended up waiting for almost 3 hours in total."
• "I made an appointment for a diagnostic due to an engine light being on, I got to my appointment but couldn't be seen because there was only one mechanic on duty, ok fine, rescheduled the appointment."
• "In the past 6 months I have come twice to this Orange location only to be told of extra long wait time due to 'they only have one mechanic'."
• "Had an appointment for 2 pm. 2 hours later, they took a look at my car."
• "This whole process was incredibly slow I showed up for a oil change and they told me to make a appointment for the next day at 12:00 then when I showed up at 12 I ended up waiting 2 and a half hours."
• "Sat here for 4 hours just for them to tell me the breaks wasn’t working."

Pricing and Charges

Pros:

• "He was very courteous throughout and helped me with a discount on the service as well."
• "Abdul... even went above and beyond to search for the best price for a clutch assembly I needed for my car which saved me around $150."
• "The price was fair compared to other shops in the area."

Cons:

• "They're trying to charge you a 75 bucks for a change."
• "To my surprise tha tire was $172 dollars more then what was quoted."
• "They tried to charge me $1000+ for the service."
• "He tells me the price will be 89.99+ tax that he is only allowed to put full synthetic oil in my car."
• "They also tried to charge me $143 for an oil change."
• "DO NOT TAKE YOUR CAR HERE.!!!!!!!!! EVER. Long story stuck car towed there belt came off Hugo gave estimate original belt and pulley estimate $527 several hours later 'it's the waterpump. $2700 but we'll do it $1500.'"
• "Instead of doing the check she informed me that it would be $34.99 just to check the car."