Pep Boys Auto Parts & Service

Reviews 4

AN

Anthony Mancini

So most of these reviews seem to be negative and understandably so, but at the same time, this is not a dedicated mechanic shop. If I want an oil change done in 15 minutes I know a place in Long Beach I can get that done. The mechanics are probably as good or as bad as any other place, but I went into get my truck aligned for new tires I purchased the day before. They had a good deal going on for an alignment warrantied for 3 months or 4k miles. I also had them install a new set of front struts and rear shocks on my truck. They charged quite a bit for the installation, but it would have cost me half the amount for the tools and a whole Saturday to get the job done, so I figured it worked out alright. I gave them a sheet with all the torque specs for the suspension install and brought all of my own parts. I knew that the easier I made it for the staff there to handle my work, the less problems they and subsequently I would probably encounter. So I feel the things I did right: 1. Make an appointment. 2. Give them plenty of time - I left my truck at 10am and went to work, returning at 5ish to pick it up. I was informally quoted 3-4 hours for the job from the girl at the check stand. 3. Gave them detailed instructions for my suspension install with torque values, which strut went on which side of the truck, brought all of my own parts and made sure they were the proper ones for my vehicle. Alright, so of course theres no guarantee that any of those things will ensure I didnt encounter any problems, but hey, it doesnt hurt to be cautious. Why a 4 then? Well, theyre a business and I had to ask for my original struts and shocks back when I was being rung up. I understand that they can probably sell them somehow or the mechanics can take them home, but I should have been asked if I wanted them rather than me having to ask them. I felt like that if I didnt know I could sell them then they would have kept them without ever mentioning that theyre worth at least a nominal amount - maybe even as little as $50, but still, thats a tank of gas these days. When I asked they got them for me although then I was asked if I had all four components replaced or just the fronts... Oh well, business is business. Other than that, it worked out alright. It definitely helped that I at least had researched what goes on at the shop in these reviews, so thanks to everyone. It helped me to feel better prepared to do business here. Hope this review helps someone else.

---

A

A Private User

This place is horrible. The service is terrible and takes way too long. the first time I had my brakes inspected they had my car for 6 hours, told me I needed rotors and pads in the front, no mention of the back brakes. I didnt have the service completed that day but brought it back a few days later. They had my car for 5 hours told me it would be done in less than 3. I finally got nervous and called the service dept. to check the status of my car. I waited on hold for more than 5 min before someone answered and then another 20 while he checked the status. I was then told I needed to have my rear brakes and a drum replaced. He said it would be done that evening for sure. He told me to come in by 9 PM and the tech would work on it until it was done. I came in waited another hour, and low and behold after all that they didnt have the part. The service man told me if I paid for everything he would order the part and I could come back tomorrow to have it replaced. I paid and came back the next day at 5 PM, and they still didnt have the part. Service man told me he could go to a warehouse to get the part, but I would have to do a refund and exchange for the parts I already paid for. I then waited 3 1/2 hours finally got my car and the check engine light came on. They told me there was no way they were responcible for the light coming on, and they didnt have the correct adapter to clear the message, but I could come back the next day and a master tech could clear the message. I probably just needed an oil change, which I had already gotten 2 weeks earlier. I tried to explain that to the service man Mark, but he just kept telling me I needed an oil change. If they didnt have the adapter to clear it then they didnt even diagnose the problem correctly and were just giving me faulty information. I guess this is how your company conducts business. I wouldnt go back to this place if it was the last mechanic shop on the planet. I have never been so dissatisfied in my entire life.

---

MI

Mike Hardaker

Josh - Assistant Manager Rip Off Artist... I took my Bronco in for an oil change and to have the Brake pads replaced. I received a call from the assistant manager saying they would not be able to work on my brake pads as "the rear brake is about to fall off" was severely rusted. That I would need to replace the brakes, bolts, nuts, springs etc. For a total cost of $1200. When I went to pickup my vehicle, the receipt showed 10W30 oil, I always used 5W30 as I live in the mountains with cold temps. I asked from 5W30 and was upset that the wrong oil was used. There was NO sticker inside the vehicle to show the oil change had taken place. Josh assured me he would take care of it. This is where the story gets worse..... When I went to pickup my vehicle we had been double charged for the oil change, no big deal I saw it on the receipt and Josh was able to refund the price. He told me "you sure know a lot about motor oil" I have a witness that was with me, I thought nothing of this and took my car home. The next day I went to a Brake specialist and was told my rear brakes were fine, no rust, no damage. He replaces everything did all the work for $300. I figured I should check my oil just in case, turns out it was EMPTY. Completely drained..... The day I left to drive from California to Wyoming. Josh told us her personally grabbed the 5w30 oil, now I believe he purposely and maliciously had the mechanic not put any oil in my truck. How on earth were 2 oil changes done. One with 10w30 and one with 5w30 and less then 24 hours later the truck has no oil..... I called to complain and have not heard back. My truck could have exploded on the road not to mention the upselling of parts and labor that was not needed. So how is Pep Boys going to resolve this issue?

---

TH

Thomas Hamilton

With the proper training and communication, this pep boys has the potential to be great. I have been coming here for years with different vehicles and have had a few problems. My worst experience was that I had an oil change and no oil was ever put back into my car! Last week I was having tire issues with tires that were under warranty and when I went in to have the issues resolved the clerk gave me a price of over 300! So after some bickering and waiting over an hour for the service manager who was supposedly with a customer, I think his name was Eduardo, who never came out to speak with me by the way, I had to leave. I tracked down the number to the regional office and spoke with Alma, she listened and contacted the store immediately. Shortly there after I received a call from Jose, the general manager, and he said he would honor my warranty and replace the tires. I then got a call from Alex the clerk saying he would replace one but Jose already said he would replace them all so the issue was settled. So all in all, the regional office and the general management did an outstanding job. The service manager needs to be retrained if he is talking to a customer for an hour he should contact someone else to resolve the problem. But in the back area behind the tires with a customer for an hour, highly unlikely. The service team definitely needs training, these are young adults who obviously know how to use the computer systems but have very minimal knowledge with automobiles. So I give upper management an A+, I just hope they can figure out better training and communication methods for the associates. All in all, i will continue to patronize this pep boys with the outstanding service provided by Alma and Jose.

---

---