Pep Boys Auto Parts & Service

Reviews 4

AM

Amit Arora

Pep Boys store #250 has given me the worst possible experience ever! 3 weekends ago I took my 05 Honda Accord to this store because the power steering was too tight while turning. During my initial visit I was told it is a serpentine belt and the power steering belt that needs replacement. I left my car over night on Saturday 3/1/14 so they can fix it. Sunday around 2pm I had still not heard back from them so I called the store & after being put on hold for 20 minutes someone finally told me that theyve just been waiting for my verbal authorization so they can fix the car. At this point I told them go ahead and fix it. Around 5.30pm same Sunday (store closes at 6pm) I went to pickup the car as they had still not called me. I was told that they havent fixed it yet because theyre waiting on authorization from me. After talking to the store manager and explaining him that I had already authorized the work they apologized and told me theyll fix it in 30 minutes. I came back at 6pm to pickup my car and it was supposedly fixed! WRONG! Not only was it not fixed, but now they have charged me for it. So, I called the store manager Mike Garvey who then informed me to bring it back so they can look at it again. This is super inconvenient to me as I work Mon-Fri 9am - 6pm so I had to wait another weekend and drive my car with the hard steering wheel because they messed up. Another weekend rolls around and I bring it back to the "Boys" to get it fixed. Mike tells me they were wrong; its not the belt but instead it is the power steering pump. I left it overnight so they can now fix the pump and Mike assured me that will fix the problem. I pick it back up on Sunday and guess what?!?!? Still NOT FIXED! Now, Mike tells me the pump they installed ended up being a defective pump and to bring it back so they can fix it AGAIN! This brings me to today "weekend #03" when I dropped it off Sunday Morning at 11am to get it fixed. I went back at 2pm and was told its fixed. WRONG AGAIN! The car is still not fixed and another store manager Mike Vendetti tells me that now its the entire power steering assembly that needs to be fixed which is a 4 hour project plus they dont have the part with them. So $129 later that I was charged for, not only is the work not done but I have to keep going to the place and leaving my car over so they can say they "worked on it" but nothing is getting fixed. Im in the hospitality industry and this store has no level of customer service. They dont even apologize for their mistakes. I dont care if youre selling hot dogs or a car mechanic; if youre dealing with people then youre in the customer service industry. Unfortunately I have to continue going to this store as they already have my money and I want to make sure they fix what the originally charged me for. Cant wait to get my car fixed so I never have to use PEP BOYS again, EVER!

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RI

Richard Bailey

I visited this Pep Boys located on the Berlin Turnpike store #250. I have never experienced such poor service, nor have I ever been treated so disrespectfully. I went to purchase a bottle of fuel treatment. I grabbed the bottle and approached the register where Jeff was standing. I say hello and place the bottle on the counter. Jeff walked away to the opposite counter. Opened the register and told the customer behind me, that he could check out his items. The customer and myself told Jeff that I was next in line. Jeff then proceeded to tell the customer that I was on my phone so I lost my place in line. I told Jeff I didnt understand how me being on my phone made a difference in my placement in line. Jeff then says I was being inconsiderate by being on the phone. Jeff refused to check my items even with the customer behind me also telling him he was not next in line. I tried my best to let Jeff know my phone call didnt hinder me from hearing or knowing what was going on around me. He had plenty of time to simply check out my items so I could be on my way. Jeff simply denied me service. I asked to speak to a manager. He went on to tell me he was the manager and still would not check my items. When I asked to speak to his manager... he replied that he was the manager and would not provide me with any more assistance. I had to get the store number and complaint info from another associate. I have never been so disgusted. I was on the phone. I was not loud. I was not being inconsiderate in any way. This could have easily been avoided. Jeff went out of his way to deny me service. I was on my phone? That warranted me being denied service? This is who Pep Boys put in place to represent the company? I simply do not understand why I was treated so poorly. I feel like this entire situation may have been racially motivated. Jeff would not be reasoned with. I would not recommend this facility to anyone at all. I plan to follow up with this to the highest level possible.

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DO

Donald J Barrett Jr

The price was phenomenal. Same shocks installed as the dealer would do in all 3 of my cars (1 Mercedes and 2 Lexus) but FAR less expensive. I once wouldnt dare bring my cars to a Pep Boys, but my positive experiences at the Berlin Store changed my opinion about how Pep Boys operates. I brought my Mercedes convertible to this store for suspension work in 2013. Perfect job on struts and front end. So when I saw a great deal advertised at Pep Boys internet site for struts, I brought my Lexus LS 460 to the Berlin store. It was another perfect job and my Lexus LS 460 (even without air shocks) has an extremely complicated suspension to work on. The car rides like new. The work was so good that I brought my wifes Lexus GS 350 there 2 days later to have the same work performed on her car. Managements attitude was extremely effective in overseeing the Store. When a problem with the purchase procedure arose, Dorothy (Asst Mgr) handled it expeditiously and pragmatically. I was very impressed with how she managed every employee and customer as I patiently waited for the Technicians to finish my cars. I didnt hear one customer complaint about the store while I was there and every customer was treated with respect. Management in this store is very strong, the Service Area has very competent Technicians, and every employee on the floor was very customer service oriented which made it a pleasure to do business there. This should be the first automotive store people should visit when theres an automotive service need that is within their advertised capability. An excellent value!

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DA

DA Greek

I took my car down to this pep boys location because i failed emissions. Well I showed them the paper I got and told them to fix the error. I left the store and my check engine light is still on. I call back I get the run around on the phone that they want to charge me 40 bucks to read the code. Needless to say thats not my issue with them I understood that concept of the work. I did in fact buy a tester and i read the codes. The code that failed my emissions test was still present that was said to have been fixed. I bought a sensor myself after researching the issue and changed it myself. The Code is gone. They would not even put a tester on my car to read the code. Also the guy wouldnt even sign the paper from the failed emissions that said he fixed the problem. his words "Just fill it out yourself and say you bought the part and fixed it" I was on the phone with DMV and told them that was the worst place they could guide me to help pass emissions. Needless to say the part they put on a simple 02 sensor. Which cost me 35 bucks in the end to do myself, cost 100 bucks for the part there and the labor close to 200. I fought on the phone with them for the day and gave up. Save yourself the headache and get it done right. For 300 bucks my Mitsubishi Dealer could have installed this. I was tempted to call the BBB about the issue but I lost the energy running around with my car. Not to mention they plugged my tire for 20 bucks when i asked for it to be patched. Now the tire leaks air slowly. I will never go back to Pep Boys!!!!!

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