Pep Boys Reviews Summary

Customer Service

Pros:

• "The assistant manager Addison was... extremely professional and has a lot of patience!"
• "Brian, who worked the customer service there, was friendly, helpful, and knowledgeable."
• "The Service Manager Matthew G. approached me with a kind smile."
• "Jahrelle and Angel did an amazing job! They are both great additions to their team and both deserve only the best treatment."
• "The staff was incredibly friendly and knowledgeable."
• "Super kind and approachable staff! Very helpful."
• "The manager Matt T was beyond professional."

Cons:

• "Front Desk Brian and Store Manager Matt is very very RUDE."
• "Overall they were very slow and even tho I was the first customer there about my car, they took someone else before me."
• "Do not make an appointment online! They will cancel it and not tell you."
• "This staff has 0 interest in doing anything beyond the bare minimum even when you specifically state the problem."
• "Don’t waste your time here."
• "Dont waste your time at Pep Boys, Im saving you the trouble now!"
• "I cannot express how disappointed I am in the staff, and their inability to take care of their customers."

Quality of Service

Pros:

• "They went above and beyond to ensure that I left the store with a safe and properly functioning braking system."
• "After being poorly served at another location these guys went FAR above and beyond for me."
• "They made it right at their expense, without me having to argue about it."
• "Knowledgeable technicians who get it right the 1st time."
• "They completed the brake replacement quickly and efficiently, and I could immediately feel the difference in my car's braking performance."
• "This was a no-nonsense and well executed and efficient experience by all parties."
• "Great service! I walked in needing two air filters for my car but not knowing what the model numbers were, an employee manning the front desk looked up my car and verified which ones I needed and helped me get them from the aisle."

Cons:

• "I am sorry to provide a low report for this location, but the customer service was average at best and I paid them to fix a leak in my tire and when they returned my car, my tire had white stuff all over it and the tire continued to leak."
• "I came in for new tires. Tires arrived from an online site and were they wrong size. Technician put my original tires on my car with total disregard of how much air were in them."
• "Went to have 4 tires mounted and balanced on wheels, but not installed on vehicle... They scratched up all 4 of the wheels getting the tires mounted, and then they put 2 of the tires on in the wrong tread direction."
• "Their amateur technicians will damage your car, and worse, they will not respect your precious time."
• "Got my tire evaluated for a screw in it and they said that they couldn’t fix it and then I would need new ones."
• "They inspected my newly purchased car and informed me of a 'toasted' brake rotor."
• "They couldn't find a caliper."

Efficiency and Timeliness

Pros:

• "Sam was quick at fixing my flat tire."
• "The service on my car was complete within 3 hours."
• "Car was looked at and worked on so promptly."
• "Really easy and quick to book an appointment."
• "I booked an appointment anyway for 10am and was seen right away, no wait time."
• "The team was very accommodating and professional with honoring my 6pm appointment."
• "They stay true to their appointment times."

Cons:

• "Had an appointment so we dropped the car off 15 minutes before the appointment. Came back an hour after the appointment and the car hadn't been moved."
• "Slowest service ever. We made an appointment at 11:00 am for an inspection and were promised the car will be ready by 5 pm. At 4:30 when we called in to check the status, we were told they haven’t started yet and they don’t know when it will be ready."
• "I was 5 minutes before my appt time and one hour later, my car was not even taken to the service station."
• "I booked an appointment with this location for 9am on 7/14... I arrived to the store at 9:07am and approached the desk where Todd stood... He then replies you’re done, you’re not getting anything done here, get out of my shop."
• "Was told car would be ready by 2:30... Went to store at 5:30 and my car still had not been worked on."
• "20 minutes after dropping it off they called to say they filled the tires and 'didn’t see a leak', but the tire pressure light was still on after picking the car up."
• "By Friday evening, I still hadn't heard the diagnosis of my car or an estimate on how much it would cost."