Pep Boys Auto Parts & Service

Reviews 4

RO

Robin White

So I went into Pep Boys in Norcross because this is where I used to go when I lived in Roswell and always had a good experience. This particular day I have to admit I was near tears after having gone to a private mechanic and being told my car required a brake pump. I had gone to Auto Zone at his recommendation and found out from them that a brake pump rarely needs to be replaced. Auto Zone did not know how to use the computer diagnostic tool to assess the ABS system on my car, so they sent me next door to NTB. NTB took all of the tires off of my car and proceeded to tell me that my brakes were rusted and I needed new brakes. My car is from Massachusetts. We use salt on our snow. Everyones brakes there are rusty. I had only requested the diagnostic. They took off the tires and tried to sell me brakes, pads and rotors for all four wheels instead of what I asked for. I told them to put the tires back on; I had just driven from Massachusetts and my brakes were fine. So up the street I went to Pep Boys where I met Estaban. I dont know if he heard the frustration and fear in my voice or saw the tears creeping into my eyes, but this guy stepped up. Yes. They had the diagnostic tool and knew how to use it. Yes, they could get the part and it would be there the next day and they could fix it. He answered all of my questions about the safety of the car, listened to what I had been told and gave me solid advice. And most of all when he told me how much it was to run the diagnostic and I told him all I needed was confirmation that it was indeed the one thing on my ABS that I thought it was, he offered a solution rather than charge me over $100 for a test the car didnt need. After a very long day of lots of guys doing everything wrong, it felt good to have someone just do everything right. The following day (today) my belt fell off in the middle of the highway. My first call was to Pep Boys. It is always where I will go first from now on. They have been consistent with the cars I have had over the years living on the north side in Atlanta. I would gladly recommend them to everyone. And Estaban, I know you are reading this. Thank you, so much from the bottom of my heart. It feels really good to know there are people out there who you can trust.

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EV

Evan Ruff

This was my very first experience with a Pep Boys parts store. On Wednesday I went into this Pep Boys for an O2 sensor socket. They only had 1 in stock and, just my luck, it was the wrong size. I asked if they could order one and they said “Absolutely. We’ll have it tomorrow for you”. Great! So, I went home. On Thursday, I dropped by around 5pm and asked about the O2 sensor socket. After waiting at the front desk for an hour, I was told they didn’t have it. So, I said, “No problem. Will it be here tomorrow?”. I was assured it would be in and that they would give me a call in the morning. I started to give the associate my phone number and he quickly stopped me to let me know it was on the order form. I said to him, “no one asked for it yesterday nor did I fill out any forms”. He rolled his eyes and gave me a sheet of paper so I could write down my contact info. This same associate also said that he would give me a call tomorrow morning when the part arrives. Well… it’s 2pm on Friday and I’ve not hear back from anyone. So, I called to follow-up. I was put on hold for a few moments and when the associate returned, he said “I think the part came in today, but nobody knows where it is”. Wow! These folks really don’t have it together! Good luck finding the socket, but I’ll just go somewhere else. After 3 days of upsets, I have zero confidence in this place. The bottom line is my time and efforts have been wasted for a total of 3 days - all because of irresponsible employees and unfulfilled promises regarding a $15 specialized tool that was out of stock. Keep the tool! I’ll be more than happy to go out of my way to a different parts store with competent employees who care about their customers and follow through with their undertakings.

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BR

Branden Roane

I wish I would have read the reviews before I was forced to stop at this location. I needed a brake inspection due to some shaking. I was asked to wait 2 hours until someone was able to look at my car. After 2 hours, I was told that no one was able to start my car. I had to walk back from the restaurant where I was going to finally eat and start my own car to drive it into their service bay. Only to be told that they werent going to be able to work on it until the next day. Funny thing is, I drive past this location every day. The next day during my carpool, I saw that my car was outside. Interesting since the five mechanics the day before couldnt get it to start to begin working on it, but they can start it to move it out of the bay. After calling and going back and forth with a crew member by the name of Credenza(?), I got a quote for almost $500 for a bunch of work I never asked for. After basically arguing with someone about getting the work done that I asked for, I had a manager call me to confirm that I dont want them to swap out my rotors, brake pads and whatnot. Please do not do business with this location. Parts, maybe. But there are numerous body/auto shops around that have employees who can actually be congenial with customers and can and will fix your car without charging an arm and a leg.

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JE

Jeremy Price

I actually had an amazing customer service experience recently with this Pep Boys location. My daughter, son, and I were traveling from South Carolina to Florida when we experienced a blow out on I-85. As you can imagine with the traffic in Atlanta this was a trying situation to get the tire changed on the side of the rode. Once we completed the tire change I had to search for a place to purchase a new tire. I came across this Pep Boy on Jimmy Carter Blvd. The customer service I received was phenomenal! Specifically Retanza Grier went above and beyond in helping us in our difficult situation. Ms. Grier was compassionate and understanding and worked efficiently to get me and my children back on the road safely. Also, the service technician named "Luck" explained thoroughly what had happened to the tire and even rotated my other tires to compensate for the wear they were experiencing through an uneven balance. Repeatedly both employees expressed to me how they had children of their own and how concerned they were that my children and I got to our destiny in Florida safely. The level of service they gave is rarely seen in our society today. I would definitely recommend this establishment to anyone seeking a personal sense of customer service. My family and I thank you Pep Boys!

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