Pep Boys Auto Parts & Service

Reviews 3

JD

JD Cutter

Id never been to a Pep Boys service location for anything other than the general odds and ends like cleaners or a run of the mill battery. About 3 months back I decided to stop in for new brakes and rotors having just come back from Columbus for an early morning appointment. Everything seemed good to start. I had them review my brakes and rotors to which they said that my fronts were fine and could stay a bit longer being at a 4 and a 6. But the back brakes and rotors should be replaced. I agreed with them and they proceeded to get things done. They come out about an hour later to tell me everythings done, but warn me that there is going to be a wiggle in my ride when breaking as the fronts were still the old breaks. I took note, thanked the tech and left. Immediately I notice a slight wobble in the front half of my car. I dont drive much so I didnt think too hard on it as the tech has alerted me this would be the case even though it wasnt there before bringing it in. After about 2 weeks I had an appointment in Cincinnati, so I got on the highway for the first time and was immediately concerned as the vibration was far more violent as I got up to speed. I make a call to Pep boys and let them know whats going on. They said that they were sorry to hear about the issue and to bring it back in. I bring it in that afternoon, they were polite and expedited me through the line of customers to get a better assessment of the situation. The come back to tell me that the front right tires wall had separated. Id never heard of this before, but the young man who was helping me said its fairly common and that Id need to buy two new tires. I said this wasnt an issue when I brought the car here for service for the brakes and rotors, and that the issue appeared immediately after leaving. So I saw no reason why Id pay to fix the damage. This was enough to convince me the damage happened here while at the shop. He said that he wouldnt be able to give me a new tire, but if I wanted to come in before things got too busy in the morning I could talk to his manager about it. I agreed without any drama and returned the next morning at 8 am. The manager had already been briefed and said while that it was unlikely that could happen here it could be possible. But he felt it was highly unlikely. During this time, I explained it for him a desk worker and a service engineer who joined him when they realized I was there about a complaint. Each time the recount of my experience went the same without any change in responses until the service engineer said: "Oh yeah, I remember that car. Your brakes and rotors were totally shot." After which I replied explained that he obviously didnt remember my car as the paper in his hand was labeled that my front brakes and rotors are fine and only at a 4 and 6. To which he quickly left the conversation from a bad glare from his manager. The manager after not having really said a word for almost 30 minutes says that hes going to get me a new tire on the house and that itll be ready shortly. Everything seems fine, they swap the tire and it rides smooth... for about three days. After which Im assuming that whatever was done prior was done again. By this point Id had it and decided to look for a new mechanic. Being new to the area itd taken me a few stops, but finally I found a gentleman at a local Midas who struck me knowledgable. So I brought my car in and asked him to inspect the car after hearing my recount of my experience at Pep Boys. He gets the car up and takes a look and in 10 minutes walks out to show me that a tire rod end had been broken and then poorly "fixed" back into place showing me the broken bits and some foreign parts used to cinch things in place saying while he didnt know who did it, it was definitely tampered with. Im generally a patient guy and am happy to pay for quality work, but thats not what experienced. I hope its not a common case, but Id suggest trying elsewhere. Going from no problems to 2 is more than just chance.

JA

Jason Grieco

Ive never felt more compelled to leave a review. Having worked and managed retail stores for years, I know about customer service and reasonable expectations. Dave the parts manager told me he would work with me over the phone but from the second I arrived I knew that wasnt the case. He immediately pawned me off on another department as soon as I walked in. I have a 2 year old (Pep Boys purchased) car battery that has trouble starting my car and will die if I leave the headlights on for two minutes. Their battery tester tested the battery as "good" despite another shop clearly showing the battery as "bad". I asked to put a new battery in the car to see if that was the issue and Dave wanted $15 to do so. Seriously? There was no attempt from the onset of our interaction to fulfill any reasonable semblance of customer service. Dave was dismissive and disinterested. He then told me that he asked me to bring in the battery over the phone. Apparently that meant pull the battery from my car and drive there in another car with the battery in hand because he looked at me as if I was an idiot for driving my car there with the battery in it. Way to make an effort Dave. I just bought a new battery from another shop (will NEVER return to Pep Boys) and surprise surprise the start issues are gone and I can leave the car on with lights and stereo running without issue. Their response was "its not normal to die so quickly but the battery tested good so it must be good". When enough evidence points to the contrary, would you not at least entertain a different conclusion? It was typical customer no service from a company that does not value their customers. Buyers beware...

BR

Brian Jones

Not sure where to start with this rant. There are always those that look to take advantage of others to line their pockets with extra cash instead of trying to build a good customer base by treating them in an honest manner...I had set up an appointment through Josh yesterday for 11am today to have a prepurchased reese hitch installed on my van and was quoted @$55 for the labor. When I got there at 10:45 I wasnt even spoken to or really noticed as I sat there till 11:05 when I finally asked if someone could help me. They checked the part I brought and then proceeded to go ahead with the installation. This was supposed to take only about an hour. After a half hour Josh comes to me and says something about having to drill and tap holes due to corrosion? He explained to me that it would be more than 2 hours labor and over $250 now. I told him they would have to reschedule for tomorrow because I didnt properly prepare to be raped so badly. I got in my van and called Uhaul who promptly hooked me up with the right location and a time to get it done...Uhaul quoted $120 max including wiring...etc. I showed up at 3:00 and was quickly helped and had my van in the garage in minutes. 30 minutes later they brought me my keys and rang me up...the grand total for labor.....$32.50...thats all??? My jaw hit the floor as I told them how much they saved me!!! I gave the rest of the quoted price as a tip to split. Do yourself a favor and go to Uhaul for your towing needs.