PepBoysReviews 208

On March 10,2025 my daughter went to Pep Boys in Richmond, VA to have new tires put on her car and have it aligned. I ordered the tires online and set the 9:00am appointment time online. I, Charles Gendrow, made the appointment and paid for it!
My daughter arrived a few minutes early, and sat there waiting. At 10am, when the car hadn't been touched, she asked about that. She was told that earlier appointments were still being worked on... In summary, she sat there for FOUR HOURS to have tires put on her car. She was told the alignment could not be performed due to other work that the car needed.
The work was paid for, she was given a receipt and left for her work appointment. I was charged for an alignment that was never performed! I can provide the receipt.
I had just made a complaint through the Pep Boys automated system and the manager, Buddy Wallace, called and left a message: Buddy stated he was leaving for the day (3-11/25) but he wanted me to call back about my daughter's wait time, as he "can definitely make sure we can get that taken care of." He also wanted to "credit the alignment back to you."
Buddy Wallace knew I was charged for a service not provided, yet he STILL hasn't refunded the charge--he has my debit card info, all he has to do is issue a refund. But he hasn't. When I called this morning (3-12-25), Buddy started yelling at me, stating my daughter said "she was dropping the car off and somebody would pick her up." I stated that was bull$#*! and Buddy started yelling louder. I explained I wasn't cursing AT him, I was saying that statement was not true. I made the appointment for 9am for a reason! Buddy continued to yell, I asked him several times not to yell at me and when he continued to do so, I hung up.
Now, I am going to continue this complaint as high as I can, including to anyone in the media who will listen to me. I am also going to sue for being charged for services not performed.

Had AC compressor replaced. 1300 miles later AC doesnt work. Went to different Pep Boys he says (not knowing Pep Boys did repair) that whoever did the repair should have replaced the gasket but didnt, and the old 1 failed. Long story short I wanted a "free gasket" and they charged me $300. Took complaint all the way to Corporate, no satisfaction. I am now a customer of Dunn Tire. Update 7/22/2025 1 year after they fixed. AC doesnt work took it to Ford Dealer Service manager says it leaks dye everywhere and I should take it back to whoever did the work and make them fix it. Bottom line avoid Pepe Boys for anything more than tires. Their techs are incompetent and they dont stand behind their work.

I purchased tires online and had them delivered to my local Pep Boys. Unfortunately, I mistakenly ordered the wrong size, so I immediately returned them. My local Pep Boys told me they would keep the tires, but I needed to call the main Pep Boys number to get a refund. I did exactly that as soon as I left the store, and they assured me I would be refunded.

It has now been TWO MONTHS since I purchased those tires, and I still have not received my refund. I've called at least six or seven times, and every time, I'm told the same nonsense:

My case has been "escalated"
They've assigned a case number
Someone will call me back (spoiler: no one ever does)
They repeatedly transfer me to the so-called regional director—the only person who can supposedly handle my refund—but it always goes straight to voicemail. I leave messages, and still, no one calls me back. This "regional director" is clearly beyond incompetent and should be immediately fired.

The lack of professionalism, accountability, and basic customer service at Pep Boys is staggering. I am now paying interest on tires I don't even have because Pep Boys has failed to issue the refund I was promised. I've had to file a discrepancy with my credit card company, and my next step will be contacting a lawyer to seek compensation for the stress and financial burden this has caused me.

Pep Boys, this is absolutely unacceptable. FIX THIS NOW.

This is a follow up to my first review in 2023. After many months (since September 2023) of promising to replace my center cap, I finally received it for my Audi convertible. Today is October 7,2024 and for the first time since installing the new tires at Pep Boys, I had my brakes checked out, which meant I had the tires pulled. Fortunately, I was there when the mechanic pulled them. Guess what I found? On one of the other tires, they had broken all of the plastic prongs on the center cap and taped it on with what looks like black electrical tape. Of course I took photos, but no sense in going back to them. They will just deny it. They had probably done the same with the center cap that came off immediately, but this one happened to stay on. Moral of the story...never, ever go to Pep Boys unless you want your car destroyed.

Beware! Pep Boys is terrible.
If I could give them 0 stars, I would.
Customer service is horrendous.
Took my car in 4 times to get the AC fixed.
They just kept saying it was a different problem and charged me thousands over the course of a few months.
Guess what, AC is still not working and they want to charge me another $800.
Avoid this repair shop at all costs!

I took a car to pep Boys and was greeted by ASHLEY R and was very impressed by her attitude and knowledge of a car.
After I received an estimate, I went to store next day and talked to MILTON D, he explained what needed to be done and I told him to do only what is immediately needed, he worked with me and gave a renewed estimate and car was repaired to my fullest satisfaction.

I bought my daughter two tires in Oct 2023 and by March 2024 already having to replace those tires. Both tires same damage on sides. Only two employees and they abruptly closed for lunch at 12pm-1pm. Unprofessional, slow and rude. Never deal with this company again!

No stars-0… I would not recommend this place to my fish:.FRAUDDDDDDDDDDD…DO NOT COME HERE. I REPEAT DO NOT COME HERE. HORRIBLE SERVICE FROM MANAGER STEVEN, KEVIN, and MECHANIC CHARLES.PAID OVER $2500 FOR FULL EVAL AND SERVICE AND NEXT DAY SAME PROBLEMS. NOW THEY WANT MORE MONEY BECAUSE THE WORK THEY TRIED TO DO IS POOR AND NOT UNDER WARRANTY…. FRAUD. HORRIBLE WORK AND THE WORST CUSTOMER SERVICE IVE EVER SEEN. PEPNOTS

Pep Boys in Antioch, TN, and Charlotte Pike, West TN, epitomize automotive incompetence. After forking out $1,600 for a tune-up, the engine light reappeared within two days, setting off a chain of egregious mismanagement.

At Antioch, misdiagnoses were rampant, and vital problems were conveniently overlooked. The staff, including the manager, displayed an inexcusable attitude, failing to recognize their own technician, JB, who had moved to Charlotte Pike. This lapse was attributed to an evident attitude problem within the team.

To compound the issue, the manager at Antioch recorded a phone conversation without my consent, citing the need to maintain toughness. His subsequent admission of rudeness and unfitness for his role was disconcerting, revealing a severe lack of professionalism.

Wait times at Antioch were excruciating, with one customer enduring over 4.5 hours for a simple tire rotation. Charlotte Pike continued this trend with poor communication, unreturned calls, and broken promises of callbacks. The mishandling of COVID-related delays and exposure risk to customers added another layer of negligence.

Despite obtaining the necessary part, Pep Boys failed miserably in fixing the vehicle at both locations, culminating in an outright refusal to work on it altogether. A confession that the car would be undrivable even if returned to its original condition was an alarming revelation.

The ordeal forced a towing necessity, underscoring the depths of Pep Boys' incompetence and negligence. This experience serves as a stark warning for potential customers to avoid these locations. The sheer frustration, inconvenience, and potential safety risks make Pep Boys in Antioch, TN, and Charlotte Pike, West TN, a hazardous choice for automotive services.

Would leave ZERO star, but not an option.
REFERENCE: WARRANTY CASE #*******
I am so dissatisfied with the Customer Service I have received regarding the above-mentioned warranty case. Pep Boys at 7469 Park Meadows Dr, Lone Tree, CO, replaced my air conditioner compressor on August 12,2023. I paid $1264.78 for all work and parts. On September 14,2023, the air conditioner was no longer working. I took it to my local mechanic, where I live in Idaho, and the diagnosis was that the a/c compressor is leaking at case half. So I contacted Pep Boys Customer Service on September 22,2023, and to date, November 10,2023, I am still trying to get CUSTOMER SERVICE. Yesterday, a check for $857.19 was delivered to my home. This check only covers parts and labor, nothing else. So I have paid Pep Boys $407.59 for a working air conditioner for 30 days. This is wrong. I am a very, very unsatisfied customer and will never use Pep Boys again. I will let everyone know that their work, warranty, and customer service are all worthless.

Dropped car off in May 2023 car overheating what told I would need new thermostat along with cooling system cost $1200. Back in June AC issue fixed that $1100. October car overheating once again. They said it was the plastic parts they replaced. Once again, they replaced the coolant system along with the thermostat. Charged me for labor $660.00 less $200 they discounted me. Picked up on Friday and on Saturday it happened again. Was stranded and had to wait 3 hours for AAA - twice in less then 48 hours...Pep Boys looked at it on Monday and said it was the water pump, which it was all along, told them to fix it paid $113 they gave me a discount, and picked it up on Monday. Tuesday morning, engine light comes on, told them I was taking to O'Reilly's to run a test and they said NO come here. Went in, the test they ran on the engine light came back saying it was my catalytic converter. WOW asked if they could fix and they said they do not do that in there shop. I had already had the car sold without the engine to CARVANA for $8500 and now they were going to only give me $4775.00. End up selling to CARMAX for $5000 lost $3500. Next day someone interested from CARMAX called to asked questions I asked why the engine light was on and they said from their test it came back oxygen senor which would have cost maybe $300 - PEP BOYS just want me to leave. Going to report to Better Business Bureau.

I had an oil change appointment for 8AM on Friday 10.6.2023. I left at 826AM as no one showed up to open store.

I made an appointment for NY state inspection for 8:30 am and very clear checked the box to stay there and pick it up. On arrival, they say 15-17 cars are ahead of me and I need to drop off the car. When I asked that's the whole ide of an appointment, one of the two got aggressive and when I tried to ask for an explanation, one of the two guys flatly said the inspector called off and he will not do my inspection. He had the nerve to just hush me off by saying we dont have inspectors and leave if you want to. This is just unbelievable and unacceptable. If this is the way Pep Boys behaves with customers, it will follow the countless auto service shops vanished.

-1 stars if possible Went to go get a starter initially installed and the staff/experts said it was the alternator from the diagnostic test that I paid for read. I told them it was the starter and still said it was reading in good condition. They installed a new alternator and still had the same problem I initially went for. They won't reimburse me on something that was clearly their fault. Alternator was still good so I paid for a part that wasn't needed and now they are charging me for the starter! Worst place ever. They love to give you the runaround and won't contact you.

My car was leaking coolant. It was not running hot unless the coolant ran low. I did not let the car overheat. I take it to the shop to get it diagnosed. They kept my car for 2 days to change a waterpump, thermostat, and some hoses. I was told the waterpump was the issue but the other things are just precautionary. I get my car back and I dont even get it down the street before it starts running hot. I have to take it back the next day because they gave it to me mins before they closed. They tell me they want to transfer it to another shop first thing in the morning. I agree...it doesn't get shipped to late in the afternoo. 2 hours before it closes. The new shop says they now have to change my whole cooling system. I still haven't gotten my car back. They've had it snice Sat and its now Friday. This has been a nightmare. They dont call you back when they say they will. When you call, because they haven't called you all day, they have you on hold for no less than 10 mins each time. Things like a quote to fix the problem takes a day. They don't care that you have to get to work or how much money they are costing you. They have taken a week for what could have been done in a day or two at the most. This has really been a nightmare. The customer service sucks and they talk to you like you did something wrong, or you are bothering them. They make you these promises and then forget about you.unless you show up or call them again. I just want my car man. I regret coming to them so much. Im a patient person but this is too much. To get treated this badly and feel like you cant do anything about it. Just suck it up and pay. Smh I hate Pep boys. I never wanna see a Pep boys again

THIS PLACE WAS A COMPLETE WAIST OF TIME! I previously made an early morning APPOINTMENT. So I left work and planned to go back. My engine light was on, I knew I needed a tune-up and asked for a tune-up. The guy at the front desk kept telling me they have to charge an $100.00 fee to check why my engine light was on. I agreed to just get the process started. I sat there for almost 3 hours and watched other mechanics take other cars back and other individuals leave out with their cars. I went up to the front desk and asked the guy when would someone start on my car he states "yours is going back now" I wait for about 30 more minutes until I was the last one left waiting. I look to see my car still sitting in the same place as before. I asked the guy at the front desk again when would someone start on my car. Once again he says "yours is going back now". Until I see him attempt to take my car back on his own. At that point, I explained to him I had an appointment and asked for my key back. He had absolutely no excuse. The very next day, I went to a reputable shop for a TUNE UP and I'm so glad I did. I was not overcharged for anything I didn't need, they were honest and I was in and out at a reasonable time.

Called to see if my tires came in. Manager ordered them for me and said he would call when they came in. He never did. Employee on the phone was very rude and slammed the phone down before I could ask a question. Came in on Saturday morning to get tires.put on and same employee is behind the desk. Again very rude. Actually he made me very uneasy because of his attitude. I have been a customer of pep boys for 9 years and have never been treated like this and quite frankly am very disappointed. I will be taking my business elsewhere

Nick and his team did a great job on new tires, oil change & air filter change...UNDER their estimate!