Pep Boys Auto Parts & Service

Category:	Auto Parts Store
Address:	1230 N Military Hwy, Norfolk, VA 23502, USA
Phone:	+1 757-461-0615
Site:	storelocator.pepboys.com
Rating:	3.1
Working:	8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 9AM–6PM

Location

Photos 88

Reviews 4

A Private User

Here is the following situation regarding Pep Boys in Norfolk, VA (Store no. 111): Nov 8, 2008 I went to Pep Boys to buy some products. I happened to talk to a sales person (black heavy set male) who seemed to be a manager and was very nice. I changed my power steering pump myself and after proper priming procedures still had a loud whine (95 Ford Ranger). I also noticed my brake fluid was very dark and was going to change it myself because Firestone wanted $74 to change it and the local auto shop wanted $60. I already bought fluid etc...for the job. However, last night the gentleman told me he would charge me $49.99 to change the brake fluid and thirty or so to flush the power steering to help kill the P/S whine. He also stated that the vehicle would have to be driven 500 miles or so before it should go away since the P/S was just replaced. We talked about Firestones prices and how because of his low price I would let Pep Boys do both jobs. He took my name down for a 9 a.m. appointment. In honor of our agreement I arrived at Pep Boys at 8:45 a.m. and they got my truck in a little after 9. The sales person, who was also present the night before at the counter, completed the paperwork and asked me to sign so they could work on my truck. They finished the truck at 10:40 a.m. Before I paid I said the price for the brake service was incorrect and the sale person stated that’s what we (Pep Boys) charge. I explained that it was too high. I reminded her of the conversation the previous evening and she stated she only remembered the power steering part of the conversation. I told her that’s the reason I came in to have the work done. (The sales person from last night was not present this morning). I said can’t you reduce the cost to what I was told last night and I advised her "why would I drive 5 miles and pay $65 for a brake bleed job when they charge $60 on the base where I am stationed?" She then stated, “You signed the paperwork!” I stopped my protest at this point because she would not budge on her stance and I did not want to make any further scene in front of the other customers. I stated that I would not argue any further, that she got me, and she was right that when I signed I didn’t look at the price. I assumed that the brake fluid change was Pep Boys regular price and that the price quoted the previous evening would be honored. However, the next day the manager "Todd" called me and asked for me to come in to get the difference and he apologized for the mistake on our agreement. When I arrived we shook hands, he refunded me the difference and parted on great terms. Re-learned Lesson: Read before you sign-Dont assume! Note: Pep Boys prices are lower than Advance Auto Parts. Thank you Pep Boys. Rich

Rick Feineis

Scheduled an appointment for 7 PM to have two tires mounted and to have the other 2 moved to the front of the car. Received a call asking that I arrive at 6 PM to allow for time to work on the car in the event that the alignment I purchased took longer than planned. I agreed and changed my plans to arrive at 6 PM. I arrived at 6 PM sharp and dropped off the car. I walked next door to Farm Fresh and shopped for over an hour. I returned to the Pep Boys 1.25 hours later to find my car still in the parking lot. I waited as the service person waited on another client. I asked why it was still in the lot and he stated that they had not gotten to it yet. I stood at the counter and waited another 15 minutes before the service clerk paged the mechanic. Turns out the mechanic was in the store and had no idea that the car was even there. The clerk passed the paperwork to the mechanic and he began working on the car. The rush to get there an hour early was completely wasted on these two by their inability to communicate and to handle the job. I left after being there for 3.5 hours. The service clerk did apologize for the mess up. When I received the car after the computerized alignment I discovered that the car drove great, but that my steering wheel is now turned 15 degrees to the right in order to drive straight. That is messed up. I filed a complaint on the Pep Boys site. They did respond within a few hours. The manager has been very proactive in reaching out to me. I spoke with the manager about the issue with the lack of communication and the messed up steering wheel. He agreed that the service was off and that they did not communicate. I understand that people make mistakes, so I am giving two stars instead of one. He also agreed to meet me at 8 AM on Saturday to put me in front of anyone else to have the steering wheel issue resolved.

Keemo Campbell

Ive been here before and had a friendly encounter but my recent visit which was Friday was a little disappointing. First off I know it was busy so I expected some wait (4 hours exact) but it was just an oil change and questions about this to be oil change. we had NO KNOWLEDGE that the oil cap flew off and as a business they were smart for not offering a service but as customers for a mechanic taught to spot these things and know these things they look at your car PRIOR to your service in order to agree to continue the serviceincase of someone scamming them or charging them I suggest. Now if you are knowledgeable about your job you would know its a possibility our car would break down if we continued to drive it. After me and my husband got our keys back the receptionist very sweet btw offered somewhere to fix it and said " the technician said the engine was making noises" not second guessing it and picking the closest place near pep boys to look at our engine it breaks down on the way there !!! A tow track who towed abandoned cars looked under our hood and said our oil cap flew off and oil had been spilling but he also said the least they couldve done was tell you because a lot of ppl arent this lucky which is why we thought we needed an oil change because the oil light came on completely dumb founded to the fact that was a possibility I mean it is but first instinct when that light comes on is oil change our car is perfectly fine besides the heat not working ... anyways we acknowledge that we were if anything at fault but for them to not even tell us and for the car to have break down on the interstate Im just lucky me and my husband didnt get into an accident.

Sekani Grant

Ironically, before I went to this Pep Boys this morning I read all of these reviews beforehand to make sure my money was well spent. I figured its just an oil change and inspection what could be so bad. Well aside from waiting three hours plus even though I made an appointment at 9. I later found out that the inspection that was grouped with the oil change was not a state inspection. I asked the lady was an inspection included, she said yes. It would have made sense to say, but not state. I have never had to have one of these down before, Im 19 and I look 12. I dont know any better, part of this is my ignorance. But it would have been nice to know I also needed to schedule and inspection, I didnt care about more fees. Obviously by my outdated sticker they saw after they called so see what oil I needed they could have said something. But no, and when I call to see what happened I am on hold 20 minutes and then told it is not included and they are booked for the day for inspections. I could have gotten a cheaper oil change for 20 bucks instead of 28. That 8 could have went to my inspection. Will not be going back for my inspection. There is a place down my road that does them, I should have waited even though they were booked today and gotten it all done there.