Pep Boys Auto Parts & Service

Reviews 4

CA

Camaro Joey

The manager of the service department cant understand English or car talk and therefore its extremely hard to communicate with him. I took my car to them to have the A/C fixed and it took them 4 hours to recharge and do a leak test, costing $210. Not terrible. But when the A/C stopped working the next day, I dropped my car off at 7AM to have it diagnosed again. I received no calls throughout the day and so I called at 2PM and spoke to a tech who said they hadnt found the problem yet. I wait until 7PM with no call and decide to call them instead. The manager picks up (the one who cant understand English) and tells me my car "is not fixable" after asking me what the make/model was three times because he couldnt understand me. I go to pick it up and he tells me they actually hadnt looked at it at all, and that I could leave it there for them to look at tomorrow. Fed up, I just took my car back. In addition, I picked up an online order Saturday morning that I paid for online the Monday prior. Despite having 5 days, I went in and apparently no one had pulled the items I paid for online and came to pick up in store... so a helpful employee and I wandered around and gathered everything in my order so I could take it home. I dont blame the techs in the shop as I dont know what else was going on that day, but on the management side there is poor communication and a lack of speaking skills. Though dropping my car off at 7AM generally means I expect it back before 9PM that night... You need to A) call customers to give them updates, especially 6 hours after their car has been dropped off and B) NOT go the whole day without calling the customer, so its 7PM and he is wondering where his car is... In addition, dont ever tell a customer one thing on the phone then something different when he comes in. If you cant tell a white car from a gray one (true story with this manager), you should not be working at Pep Boys. I am disappointed I dropped my car off at 7AM and waited until 7PM with NO CALL from Pep Boys explaining what was going on, then given the impression that they had looked at the car over the phone and did nothing to fix it, only to go pick it up and realize they hadnt even looked at it. Very, very poor customer service and communication with the customer.

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A

A Private User

I was driving my sons car from Florida to Maine for him and lost my brakes on I95. Was towed from Maryland welcome center to Laurel MD, PEP BOYS arriving at 2:30 pm FRIDAY october 1st. Car was supposedly examined and I was told they would have it fixed and have me on the road by 9pm 10/1 for a wopping $856.00 ! At 8:30 that night was advised that they needed to order parts and they would get me on my way on SATURDAY10/2 by 12 noon. I went to a near by motel. I let them know I had to get to Maine asap and my flight back to FL would leave from ME on TUESDAY 10/5.Theres not enough room on this site to go into the details of what transpired but to make a long story short, they ordered the wrong parts 3 times (and blamed me a 51 year old woman for this) the MANAGER and DISTRICT MANAGER were RUDE, CONDECENDING, CALLED ME A LIAR, SHOUTED AT ME in the store in front of customers and brought me to tears. And the real kicker is that the whole time they were ordering the parts 3 times mind you, they had them right there in the store to begin with.They did offer a lousy 10% discount, never did offer an apology or show any empathy for my situation a 51 year old woman stranded for 4 days(THEY FINALLY FINISHED THE REPAIR ON MONDAY 10/4) while pepboys orders wrong parts all the while blaming me for not knowing the correct parts to order. this cost me $1400.00 plus with hotels, rescheduling flights, missing work ect.They then offered a $150.00 money order to be mailed to me, which I never recieved, and when I called them they again tried to insinuate that I was being dishonest and that it was delivered oct 12. Well pepboys I never recieved this money order and will now focus on letting everyone I know about this ordeal and I will ask them to share this with others as well. After all I really dont want any other old ladys to end up going through what I went through. and for the record ZERO STARS !!! ALL OF THIS COULD HAVE BEEN AVOIDED IF THEY HAD JUST LOOKED AT THE BREAKS ON THE CAR BEFORE ORDERING OR CHECKING STOCK FOR THE BRAKES !!!The next step - BBB ..My time apparently is worth nothing compared to PEP BOYS time.

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CH

Christian Seitz

My wife and I both work and have two young kids and one car so a couple hours to get tires is not the easiest thing to squeeze in. There were a lot of alternatives out there. However, the price for Pep Boys tires was very competitive, ordering and setting appointment online was easy, and the Laurel, MD store offered wifi so my wife went and worked while she waited. I purchase tires with a 60k mile warranty so we would not have to return for a while and set the appointment for 11 AM. My wife showed up at 10:15. After an hour they found that they only had two or four tires in stock and another store would have to deliver the other two. This would take until 1 PM. Fine. 1:15 and not tires. When I called to find out what was going on I was told I would be called back after they looked into it. No call back. They then offered my wife "more expensive replacements" at the same cost. 5-1/2 hours after arrival, at 3:45, the car is ready and they have given us tires with a 40K mile warranty (20k less than I wanted) that cost $20 more per tire and the best the could do was to knock the price down $70 in savings off the total original cost. When I expressed my displeasure about the shorter warranty, the best they could offer was that they would order the tires I wanted and when they were in I could *suggest* to the store manager that they replace the tires with the ones I wanted. In doing that, I would have to drive back out in traffic to this place, take off work or lose time with my wife and kids, sit for 2 to 6 hours waiting for the work, diminish further any discount in cost they did give us, and end up with what I wanted in the first place. I put in a complaint with their corporate customer service. I will revise when I see how well it is addressed, if at all.

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TO

Tonio Yarborough

STAY FAR AWAY FROM THIS LOCATION!!!!!!!!! I scheduled three appointments for a simple oil change with this location, YES!!! three oil changes within three days. Tuesday, December 13th I went in for my 6pm appointment the young man name Camren at the service counter stated that "they saw my appointment but they over booked", so I decided to reschedule. Wednesday, December 14th I went back in at 6pm once again and talked with the service manager Chuck he stated "I dont know why they keep giving you 6pm and we are trying to wrap up around that time. I can reschedule you for Thursday, December 15th at 8:30am", I decided to go with it. Come Thursday, December 15th at 8:26am I walked into this location and its a lady in front of me I wait until she done. The service manager starts to walk off as if he didnt see me, he comes back and i say " Hello, I am here for my 8:30am oil change" he states "Okay, its a wait because we over booked at this time, you should be in and out by 11am". I am highly upset by this time because not only have I came to this location over three time for the same thing and still havent had a oil change but the staff was beyond rude. I ask for the store manger chuck and another young lady stated "O hes out sick" I asked for the District managers number & email;Chuck stated "He cant give out his email or number". If I could rate this location 10 NEGATIVE STARS I WOULD. The staff is rude, they dont care about their customers what so ever. No one in this location really wants to work with you at all because they are all lazy and the service manager has a distinguishing attitude problem. STAY FAR AWAY FROM THIS LOCATION!!!!!!!

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