Pep Boys Auto Parts & Service

Reviews 3

GR

Grace Martinelli

I am writing to tell you that after the abysmal experience at your Broomall store this weekend, I WILL NEVER use or purchase from PepBoys EVER again, even if it means driving an extra 10 miles out of the way to purchase from another company. I’ve had issues with PepBoys before. Every time I get an oil change there, there is always a problem. They won’t honor coupons, I’m treated poorly, and the service is incredibly slow but this past time was the final straw. I dropped my car off at 1:00 pm Saturday for an oil change. They said no problem we’ll call you when it’s done and NEVER said anything about being backed up, which they were. 5:00 pm rolls around and I haven’t heard anything so I call. They said they were really backed up and needed another hour. Fine. 6:00 I call and they said the car was just being brought into the garage and it would be another 45 minutes. Starting to get annoyed now because I now need to rearrange my plans for that night. An hour later I called asking what the status was, and Dave, who I had been dealing with the whole time, acting totally annoyed that I was calling again. He said hold on, and after about 5 minutes on hold he said “Yeah, it’s going to be another 20 minutes. I then got upset and said this was ridiculous and obviously they were lying because I know it doesn’t take that long for a simple oil change! I told them to stop whatever they were doing, and I was coming down to get my car. I literally live 3 minutes away. No apology. Dave just said fine, and hung up on me! I walk in 3 minutes later upset to find your employees just standing around talking with two car lifts wide open and my car had not even been moved from the spot I dropped it off at 6 hours before! Obviously they had been lying the entire time they were saying it was being worked on. As I walk up Dave rudely says “You must be the Chevy Equinox.” And I grabbed my keys and left because I knew if I opened my mouth, it wouldn’t be kind. As I walked out, Dave was standing there in the garage watching me, obviously talking about to me another staff member and laughing. I couldn’t believe the kind of disrespect I received. My Husband who was with me, wanted to go back in and give them all a piece of his mind. He was shocked how poorly I was treated. I immediately went home, and called the store manager. They offered me a free oil change at the same store. Do you really think I’m going to let the people who I’ve just filed a complaint about work on my car???? That wouldn’t be smart. They took my name and number and said they’d look into it. Never heard a thing back.. You need to hire MUCH better employees who actually care about their job and aren’t rude to customers. Had I acted like Dave, at my job, I would be FIRED! There is a complete breakdown in respect, responsibility and customer relations with your service staff. I was talked down to, and obviously you are not a company that could even come close to being considered women friendly. You don’t have to be a mechanic to know that an oil change does not take 6 hours. You need to hire people who will be honest with your customers, and not lie to them! Had I known it was going to be that long upfront, it would be a completely different situation. And they obviously don’t care about their jobs when they are standing around talking while customers are waiting. I will never step foot in a PepBoys ever again, and will be publishing this message on every customer review site of PepBoys that I come across. Save your hard earned money and go to another auto repair/ supply store that actually values and respects their customers. PepBoys does not!

WI

William Stone

Ive been a Pep Boys brand loyalist for years, most often going to the Broomall, PA store for service. I was always pleased at how this store in particular didnt pad my invoice with unnecessary services or take a hard sales approach with me. Unfortunately, that hasnt been the case for years and I now have to face the fact that getting service at this location is a gamble--I sometimes do okay, but other times I am obviously being ripped off. A few examples: 1) my senior citizen mother was told shed need to pay $90 for a diagnostic. I asked "cant you just tell from the code." They said "well give you the code but youll have to google it." We did so and when we called back to tell them what we found out online, they said they were already familiar with what the code meant and they wanted to know what we wanted to do. 2) We were told one year we needed to replace our catalytic converter (approx. $1,200). I had them check the O2 sensor first, which they hadnt done. Sure enough, that was the problem--a super cheap fix. 3) This year my mother took her car to them for her inspection. She was given a $500 bill of things that needed fixing. I had her take her car to the dealership instead. They said only one of those issues was legit and they charged her $45 to fix it. The final straw however, is 4) I was just told that my car needs its upper control arm replaced to pass inspection. Just six weeks ago, however, the dealership looked at all of the control arms because they were part of a recall. I was told all but one was fine, and all that the last one needed was a treatment for corrosion. I informed Pep Boys of this fact and asked if they would be willing to take a second look at the control arm since it had been looked at and deemed fine so recently, and I was told "No. You can take the car to the dealership if thats what youd like to do." After many, many years as a brand loyalist, taking my car elsewhere is exactly what I have decided to do from this point forward.

HU

Huey Le

I have to say that they fix your flats for free if youre a member, thats a plus but then again, they are required to do that so Im not complaining about that. I recently dropped off my car there to get new tires and before I did that, I called them to go over some prices and mentioned the coupon I had. After ordering the tires I needed, we came to a final price of about $950, give or take a few dollars. So I dropped off the car and went to work. A few hours later I get a call from someone who works there telling me I needed new breaks and that my rotors needed to be cut. I asked the guy how much that would cost me. He told me about $500! I told him not now because I was already paying almost $1000 for the tires so Ill be back for the breaks later on in the month. He then told me my breaks would last for another 3-4 months tops! I thought that was weird because he just told me I needed new breaks. Anyway, my wife and her grandmom went to pick up the car because I was stuck at work. I called her later on and asked her how much she paid. She told me about $1100! I was furious! I told her that they told me a little under $1000 and she said the guy there told her this this and the 5th was done. I wanted to call them and cuss them out but my wife told me to calm down and just forget about it. About a month later, I took my car to my trusted mechanic and asked him about my breaks and rotors. He told me my breaks were good for about another 6 months and that my rotors were good also and that they do not need to be cut! Imagine that! Buyers beware! The workers at this location are deceptive and prey on people. Do NOT take your car here! Mark my words!