Pep Boys Reviews Summary

Customer Service

Pros:

• "Customer service followed up on my previous review and helped to work out a fair resolution with the help of North Brunswick’s repair management."
• "Michelle at the front desk was very friendly and helpful."
• "I called someone in the service department who said bring the car in and we'll take a look."
• "They call when they have questions and have been responsive with me thus far."
• "Michelle there was very courteous. Instead of waiting there she arranged a Lyft ride to home and back to pick up my car when it was done."
• "Chris and Michelle gave me great service when I had a tire replacement."
• "Front desk staff were helpful with my appt and answered any questions I had."

Cons:

• "The worst part of all this was that the Service Manager(Dominic) was not even sorry and instead he told me that HE didn't make any mistake."
• "Very bad service... Too much waiting time and staff are very arrogant."
• "They're customer service over the phone is horrible I couldn't even get a transfer to towing and the employees just kept hanging up on me."
• "Horrible horrible customer service. I scheduled an appointment... they decided to service another car during my appointment time."
• "They cheated me and charged me for something they did not do at all."
• "Horrible, horrible, horrible the staff you must be joking what fools and probably ex cons, smarta#* attitudes, think they know about cars."
• "Awful customer service; the front desk associate does not know how to talk with a customer."

Appointment and Wait Times

Pros:

• "Saw me on time for my appointment on a busy Saturday afternoon, repaired my punctured tire, remounted it, replaced the spare in the storage compartment (all within 50 minutes), and left the car spotless."
• "They completely owned up to the mistake, apologized multiple times and put on a new tire at no cost."
• "A little over an hour, my car was done. WOW!!! what service."
• "Went there on a Saturday to have 4 new tires replaced on my car. They were very quick!"
• "All in all I was in and out in about an hour for an oil change."
• "Immediate same day appointments is something I love about them with quick turnaround and honest feedbacks."
• "I needed to get a new battery for my wife's car. I went online at 9 a.m. and was able to make an appointment Sunday at 11 a.m. I was done by noon."

Cons:

• "Employee interaction was fine. HOWEVER! Wife had a 3:00 PM appointment to change 1 tire for which she arrived early... She didnt leave until almost 6:00PM."
• "I had a 12:30PM Appointment and the car was not worked on until approximately 3:15PM= 3:30PM and I had to ask."
• "Wanted to get new tires but they didn't have the tire size so they placed an order for them. Told me they would call me the next day never got a call."
• "If you cn't honor your appointment times, why bother taking appointments."
• "The appointment system sucks! Went there with my husband 2 days in a row waited over an hour to find out the car was still not in and still didn't get my oil changed."
• "It took forever! I had an appointment for 1 pm and didn't leave until 5:30."
• "Why have an appointment? Made an online appointment for 9 am. Well its after 10 and my car is still waiting to get on the lift."

Quality of Work

Pros:

• "They not only fixed it for me, but they didn't even charge me."
• "They inspected my tires, ensuring they were properly inflated and in good condition."
• "The repairs were completed efficiently and with precision."
• "They give a detailed report at the end."
• "The staff and mechanics were so helpful and service my vehicle timely."
• "Once the inspection was complete, the technician presented me with a detailed report of the issues they had identified."
• "Just a courtesy and honest inspection of brakes (didn't even need any pads!)."

Cons:

• "Turns out they messed up the main drive shaft!"
• "When I drove the car, the steering wheel is off to the left by a few degrees so the alignment was cleanly not done correctly."
• "They will lie to you repeatedly about the work being done on your vehicle, jerk you around, and think absolutely nothing of it."
• "Took my car with a stiff steering wheel complaint. When they gave it back, the steering was all good, but the brakes started making loud noises."
• "They tried to fix the heat shield under my car but ended up messing it up even more."
• "They proceeded to change one of my tires to a slightly bigger size."
• "They tried charging for a balance that they didn't do after removing a nail."