Pep Boys Reviews Summary

Customer Service

Pros:

• "Terrific service and communication with the staff over at the Brick, NJ location."
• "Lisa and Tony were great, very friendly took care of my father's van, got us in and out very quickly."
• "Mark was incredibly friendly and helpful."
• "Carolina greeted me with a warm smile and a willingness to help."
• "Managers were extremely helpful and efficient with my oil change appointment."
• "Brandon was the most polite, helpful employee ever!!!! He was extremely informative, helpful, and very sweet."
• "Hakeem Annigew was efficient, knowledgeable professional and courteous."

Cons:

• "Horrible service, made an appointment online for 5:30 and drove all the way there to be told they didn't want to do it because it was too close to closing time."
• "Always liked this place but they need to call back and not keep people in the dark around the time frame of vehicle completion."
• "Terrible. The manager, I think his name is Kevin or Keith is a cocky pompous sarcastic person."
• "Place has horrible service, shade tree mechanics; all about commission sales."
• "The gentleman behind the counter had no cares in the world and was more worried about answering the telephone than exploring my concern."
• "Scam artists, brick pep boys, chris manager will rip you off, told me 365 over the phone, when I went to pick it up it was more then double that, SCAM ALERT!"
• "Poorly managed store. Always running behind, and very un-accomadating even when you make an appointment."

Efficiency and Timeliness

Pros:

• "Needed 3 tires replaced, which they didn't have in stock. Ordered Friday afternoon and they called Saturday to say tires are in. Brought Car in Sunday @ 9 am was out the door by 11."
• "Battery died in my work truck late in the afternoon. Fleet got me into PepBoys last minute."
• "Quick Service.. friendly personnel, Mechanics very friendly answer all your questions."
• "Service completed fairly quickly considering they addressed 4 issues in one visit."
• "They were able to get me in quickly and get the job done in a timely fashion (tire balance and alignment)."
• "They took my car in for a tire patch 1 hour before the Superbowl... had me out in 30 minutes."
• "Decent prices and friendly service. Short wait time for the oil change too."

Cons:

• "Service for oil change took an hour... Tires were not rotated."
• "Ordered online 2 tires to be installed... took forever to get her car done for just 2 tires over 3 hours."
• "Pack a lunch before you get there... New Mgr tells me my Fleet card won't work for oil change."
• "Went there to get an oil change which was done. No sticker in my car like they usually do when the next one would be due."
• "The store in Toms River I waited an hour and a half and still did not get my vehicle serviced."
• "DO NOT bother, I came for a simple tire swap, I came first thing in the morning and I was the only person here. A 15 min job took over two hours."
• "While the service of the employees at the Brick NJ site was excellent, I found myself waiting four hours for a 90-minute repair to be performed because they were waiting for a part to be delivered."

Professionalism and Expertise

Pros:

• "These are the type of people that make a business worth returning to for everything."
• "Customer service is wonderful here. They have been incredibly good to me as a customer from changing windshield wipers to even checking tire pressure just to provide piece of mind."
• "I cannot speak highly enough of Carolina's exemplary service at Pep Boys."
• "Mechanics were patient with all my questions, & communicated clearly & honestly throughout the process."
• "Absolutely the best Pep Boys in the state of NJ. Frank and Mark are the kindest, respectable, knowledgeable and most honest auto mechanics."
• "The technician assigned did a great job. My 2013 Kia Soul performs like new."
• "Great Customer Service; very fair pricing, manager Brandon going out of his way to make customers happy."

Cons:

• "I was told I am missing a lug nut in one of my rear tires and all of my lug nuts are loose."
• "I’ve been going back and forth with a check engine light for months trying to fix it... Sure enough I get a call saying it’s going to cost a couple grand to fix."
• "Stay far away went there for a wheel alignment after driving away the wheel still wasn't perfectly aligned, so went back and the guy did it again but still didn't perfectly center it."
• "Very unhappy customer...I brought my car here and bought 4 new tires and installed. Now my tire broke, two studs broke and made my car go out of control."
• "Went in to get headlight bulbs replaced. Asked for Phillips h7 crystal vision, regular h7 were installed."
• "I believe that Pep boys is now ripping people off. Went to get rear brakes replaced and wanted over $1,000."
• "I am noticing a fuel spray on the right side of the engine compartment because of either damage to or improper reconnection of the fuel line."