Pep Boys Auto Parts & Service

Reviews 3

JO

Joe Black

I took my 2013 town and country to this pep boys to have my brakes replaced(work I usually do myself). I explained that I needed brakes and my back right router probably needed to be replaced due to an issue with my rear brake sticking after I release my emergency brake. It was approximately 11am and they told me that it would should be done by 2pm. I was concerned about the length of time because I had my three year old son with me. 3hrs was perfect. We went next door to Burlington Coat Factory for some shopping and then had lunch at the Peruvian Chicken Restaurant. I called at 1:30pm to see how the work was going and they informed me that the rear router was ok and that they were almost finished. In fact they implied that the front router was done because they said all they had to do was throw on the front pads. I let them know that I would be there shortly. At approximately 2:00pm I arrived back to pep boys. It appeared that no work had been done to my van except for one front tire and one rear tire being removed. But, based off of what I was just told on the phone, I sat down expecting my van to be finished up soon. At approximately 3:15, I asked my son fell asleep in my arms so I carried him to the front desk to ask how much longer it was going to take (from the waiting room I didnt see them working on it at all). I guy behind the desk meandered as slow as you could possible walk to ask. When he returned, his answer was "a bit". I asked, "whats a bit mean?" He said a couple of hours. I asked why that could be when I had just talk to him 1hr30mins ago a he stated that it was almost done. He said that they had a bunch of appointments. Appointments?! If you knew you had appointments then why didnt you factor that into the time you told me that it was going to take. No I have a 3yr passed out in my arms. I could have planned my day differently! I walked out and made arrangements to be picked up. 2hrs later, I returned, paid $500+ and picked up my van. It was dark, so I could inspect the work. The next day, I went to work in another car and my wife took the van to the store. He informed the rear brakes were locking up and smoking. When I arrived home to inspect the issue, it was clear that not only were the brakes locking up but the routers hadnt been turned and the rear right router need to be replaced as I had stated to them. I decided that I wouldnt return to pep boys as they had proved to incompetent to complete the job right and were completely unprofessional. Instead, I took the van to Tire Plus on the corner of smallwood and 301. They informed me that not one of my routers had been turned, the rear brake pads needed to be replaced due to wear (It been only days since replaced) from the brakes locking up, the rear calipers needed to be replaced which was causing the locking, and the routers in the back needed to be replaced due to wear (as I had informed pep boys of). Over $700 of additional work. As everyone knows, brakes are one of the most important safety items on a vehicle and pep boys not only was completely unprofessional on multiple levels, they put my family in danger. I BEG ANYONE CONSIDERING HAVING WORK DONE AT PEP BOY GO TO A DIFFERENT SHOP!!! Tire Plus was very professional and did a great job for me.

KI

Kit Wright

The price is what takes me to Pep Boys. The huge problem is they do not meet the demand! The last time I used them was two month ago for a wheel bearing replacement and some preventive maintenance (oil change, etc.) It took two days and three trips to the store to get the job done. I can understand delay for parts. However, it is annoying to be put on hold as soon as you call the service department and wait ten minutes for a response. It is absolutely irresponsible and dishonest to be told what time to pick your car up and then show up and the vehicle is not ready. Any well run business will give progress reports on services promised but delayed. The service people are obviously understaffed (I dont know about their pay......it must be sufficient because it appears they have some longevity in those positions). It was obvious that the service personnel understood the huge inconvenience they cause people and me specifically. (Some customers I observed were less than polite as they vented the frustrations over similar situations!) I was graciously offered a very good discount at the end of my experience. (saving money is good). Today I called to see if I could drop my care off for an oil change and wheel alignment (once again---for the best price in town) and was immediate put on hold without being able to get a word out of my mouth. After about three minutes I hung up and wrote this review. Pep Boys (in Waldorf, MD)......get it fixed!! Im not going back till you do..(not sure how Im going to figure that out.) Kit Wright Hughesville, MD (I pass a lot of auto repair places on my 13 mile drive to get to you.)

OC

Octavia Young

Yesterday I had the worst experience at Pep Boys. I had a 9 a.m. appointment to get a oil change. I also decided to get a front aliment. I sat there for 3 hours. There was no type of COMMUNICATION to let me whats going on with my car. I see the tech working on other ppl cars that got there after me. When i got there yesterday morning it was one car on the bay. So that means when he got there he should had worked on my car after that car. Not work on ppl cars that got there after me. The two ppl who came after me was in and out. I am still sitting. I asked the girl whats going on she tells me hes working on your car now. That was 2 hours later I see the the guy take my car for a drive. Once he came back he never came in the waiting area to tell whats going on. He take my car in the back to put it on the bay again. Thats when I asked the girl again whats going on. She tells me let me go see. The guy who I talked to at 9 tells me. We did the aliment its still pulling its probably because you need two new tires. I said ok I understand that. When i told you i was not getting 2 new tires here. And as a employee you should had told me from jump. Get 2 new tires first then come back to get a front aliment. I know that as a women who doesnt work on cars. If I did not say anything I would had probably sat there all day long. They need to work on there communicate skills. Dont sit behind the desk texting. Or catch a attititude when ppl ask whats going on with there cars. If you guys want more than 1 stars you need to get your employees on the same page.