Pep Boys Auto Parts & Service

Reviews 4

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Brian Enoka

Very disappointed in your team! Afrer being a loyal customer for well over 10 + years. Check my rewards account. I have made a decision to do a 180 degree turn to Autozone across the street from your location today for me was a sad day seriously! Her is my reason for the switch. I purcahsed a set of Platinum Pro front pads for my 2009 Chevy Silverado that was suppose to come with a limited life time warranty. Well after just over a couple of months ago they went bad literally down to the sensors. I know I do alot of miles on my truck since we are a mobile service company here in Old Town Orange but in my mind maybe approx 3500 miles check my rewards account you kniw you guys have access. So when I took them back to return them and get replacements. Victor your CSR had to get approval from Juan your store manager. Well low and behold he rejected and refused to give me new ones and called it normal wear and tear and that they only give a lifetime warranty if your service department installs. Seriously! Approx 3500 miles where is the quality in your platinum pro brake pads, poor quality, poor team ethics and poor judgement by Juan your store manager. I wish Victor your other store manager was there at the time because I was a frequent customer and was very knowledgeable and courteous all the tine! I miss that guy already. I did ask Victor your CSR what is your top of the line brake pads he said Wagners Brake are the Best well when I purchased tge Platinums Pros Where another disappointment check my rewards I always buy top of the line parts from Pep Boys, not any more your team has pushed me past the pointb of no return. I went to Auto Zone today and spent spent $180.00 on a new life time warranty on a Starter for my GMC pick up a new set of brake pads and shoes for the rear of my 2008 Toyota Tundra and thats just the beginning. We have 4 trucks in this family. Not including our business vehicles my other brothers and friends that live in this beautiful town of Orange. You may have approximately 25 cars and trucks nothing for a big company like yours I know doesnt put a dent in your pocket. But keep up the quality and the service you guys have been providing and you will be losing more customers you can guarantee that you dont have to be a mathematician to figure that out. I joined Autozone today granted they did not have my brake shoes for my 2008 Tundra but had starter, pads, brake kleen, 8m 1.25 bolts for rear rotors to remove. They sent me 4.5 miles away to there Anaheim location . I would drive that far than give another penny of my hard earned mone and because i own a company and have a few trucjs there as well they set me up an account so they can deliver to me instead of me driving there next time. I still want to thank Victor your store manager for years of his knowledge and expertise and caring for me and my family. Thank you Victor!!! We are going to miss him. Sincerely Brian

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Rochelle Lloyd

Ive patronized this shop for over 12 years and my overall experience has been fine for routine services. Some visits were great – in/out quickly, friendly service, and other times a 30 minute oil change turned into 3 hours of waiting or that one time the service rep lost my keys after insisting that he gave them back to me (they were in the service bay). Everyone can have a bad day and nothing is ever perfect all the time. However, I stopped my patronage after the following occurred: During a routine oil change, the service rep tried scaring me into authorizing over $2,000 of work stating that one of my struts was cracked and could break at any time. He told me how it could become a really big problem and cited that another woman with a similar issue refused their recommended service and a few days later she had to have her car towed to the shop. I would have spent the money if I had the funds, but I didn’t so I refused the service. When I went back for another oil change, I asked if the crack had gotten bigger - the rep had no clue what I was talking about. I told him the story and asked why it wasn’t documented in the computer and he didn’t have an answer. He did ask the mechanic working on my car to check the struts – no crack. Then, when I paid for my car, the rep told me that my struts were worn and causing misalignment/uneven tire wear. But then he started in about my strut mounts – they really needed to be replaced, the metal was flaking off, the integrity of the mount was compromised, if they broke while I was driving I’d be in trouble, you can’t just change the strut mounts, and so on. Two visits where two different service reps tried scaring me into authorizing services. I’ve totally lost confidence in this location. I went elsewhere for new tires and a frontend alignment. While there I asked about the struts/strut mounts – no demonstrable risk found other than normal wear and tear. Replacement after 10 years is a standard recommendation, but there was nothing actually wrong with the equipment. It’s been over a year later since I was told about “the crack” and my struts/strut mounts are still getting the job done. I would recommend this location for minor, routine services. However, be warned – the service that they suggest may not be needed – get a second opinion and comparable prices quotes if you can; otherwise, avoid this location unless you have extra money for recommended, but unnecessary services.

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Brian Stocks

Came in to the store to buy some air freshners for my car after rain got in and the fabric started to smell. I was greeted by a new store lay out. Significantly smaller with much less product but I still was able to find what I was looking for. After gathering my things I went up to checkout where there were no employees. Stood around for a couple minutes till someone noticed. As they walked toward me another costumer walked through the door where they greeted them and proceeded to help them, ignoring me. I brushed it off and continued to wait. More customer service was called as the line was three long now; me being first and waiting the longest. They continued to help the person behind me which started to anger me as I had been waiting and they noticed as well. After the other employee was finished with the customer that had walked in they helped the other customer in line. Again. Ignoring my presence. It was just horrible customer service. I wont be returning to this pep boys on katella, ILL take my business to the auto zone across the street for now on. And btw I ended up just throwing my stuff on the counter and walking out.

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Christian Madrone

I came in on Saturday 12/20 with a tire that needed repairs. The guy at the service desk told me it would be over an hour wait. He offered to make an appointment for me so that I would not have to wait. I went ahead and made an appointment for Monday morning 12/22 at 9 am, he said even though they open at 8 that the earliest appointments he make are for 9 am. I came in Monday morning at 845 and there were several people in line. After waiting 20 min in line I was helped out. I explained that I had scheduled an appointment so that my wait wouldnt be too long. They took my information and said they would let me know how long it would take to just have a seat in the waiting room. After 30 min someone came in and said my car was 3rd in line to be serviced. I am writing this at 10:03am and my car is still not in the service bay. I dont understand why I made an appointment if it is still going to take over an hour of waiting to get my car looked at.  I am very disappointed with the level of service here and will definitely not return as a customer.

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