PepBoys

Rattling Engine after Oil Change
(with an admission that too much oil was placed in the vehicle)
I recently took my vehicle in for a scheduled oil change, tire rotation, and an alignment if needed. I say if needed because I informed Mr. M the gentleman servicing me, that the car was pulling to the left. After dropping my vehicle off I proceeded with the day. I received a call a few hours later stating that the vehicle was ready to be picked up. When I went to pick up the vehicle I was told by Mr. M that I did need an alignment, he went on to say that he tried to call me but was unable to make contact so he went ahead and did the alignment. He was thanked, the service was paid and I left.
However, 30 minutes after leaving I was back because my check engine light was on, the vehicle was running ruff and still pulling to the left. My thought process was no way my vehicle is worse than before I took it in. To be fair I had a friend drive the vehicle before returning it and they stated that the vehicle pulled to the left and the right with them. Everything but ride a straight and narrow. Pep Boys then received a call Mr. M answered and my concerns were explained to him. He rebutted by saying "Yeah, well an alignment was done." I then asked did you test-drive it before doing the alignment. I was told No, I asked well how did you know that it needed an alignment then he stated because the machine said so. He proceeded to say I only test drive a vehicle before repairs if a customer states that they hear a noise or feel something. My reply was when I brought it in I asked for an oil change, rotation, and if it needs an alignment because it is pulling to the left for you all to do it. He told to me bring it back because it was driving ruff for him when he test-drove it after the alignment, he said I think it's the transmission because I had a hard time getting it to accelerate, and when I did it gave that winding noise. He was told that the transmission and engine had both been replaced and he stated yeah, I would just take it back to them. He stated the reason he didn't document this was because he ain't thank no more about it after explaining it over the phone.
The vehicle was dropped back off at Pep Boys within a 30 minute window from picking it up. Mr. M stated that the alignment was done properly and that he would check it again after I asked that it be rechecked. When I went to pick the vehicle up the second time Mr. M stated that the vehicle needed a laser alignment because it was showing that it was straight on the machine although it was still pulling when he test drove it. He even went on to state that he re-rotated the tires his words (the tires where placed back in the same position they where in before having the rotation) meaning the tires have not been properly rotated. I was then told that it was nothing more that they could do, he recommended several body shops to take the vehicle to stating that they are the only people that he knows that performs laser alignments. However that they will not do anything outside of the laser alignment other than tell me what I will need to have repaired because there has to be vehicle damage causing it not to line up properly. When asked about the check engine light being on I was told that is a diagnostic and that I would be charged a fee, although the check engine light was not on before bringing my vehicle to them. My response was seriously I can take my car to Auto Zone or
Anywhere and they will read the code for free. Be aware that he never attempted to read the code. What he did offer was to bring the vehicle back into the bay to give me a requested printout that was never offered or provided to me. What he was not expecting was that I was walking around the bay area. What I witnessed was them redoing the alignment yet again and him showing me the numbers on the screen which I took a picture of because he said that the printer was offline that's probably why I never received a copy because the technician was like the work has been done let me move on to the next vehicle. He then told me that my vehicle would be ready shortly. Having to leave town for work the following day left me unable to address my vehicle concerns the way that I wanted to.
However, upon my return and driving my vehicle I noticed that my vehicle although driving straighter had this ticking rattling noise coming from the engine. I immediately took my vehicle back to Pep Boys where I stood at the desk for 6 minutes before Mr. M acknowledged me. I explained to him again that the vehicle was still running ruff and about the noise coming from the engine. Mr. M immediately went to deflecting passionately saying, "Yeah, I know it was running hard when I test- drove it, like it didn't want to accelerate I told the guy on the phone that it was the transmission and he said that it had been replaced both the engine and transmission so I would just take it back to them. After listening to him go on and on for a few; I interrupted and asked will you check my car to make sure you at least put enough oil in it? He replied yes drive it around to the side. In my mind, I am like this has to be a joke he's not going to at least test drive it to see what I am talking about or into the bay. I took the vehicle to the first bay, and when the technician pulled the dipstick out, I instantly knew that something was wrong via his facial expression. He waved for Mr. M to come over they began to whisper. Mr. M walked away came back and tested the oil himself when he took the dipstick out I could tell that something was wrong by his facial expression and hasty movement and they began to whisper even more. Mr. M then walked to the driver's window and said he's going to take care of you. The technician asked me to get out of the vehicle because he needed to drive it into the bay and on the lift because my vehicle had too much oil in it and he needed to drain it out. While my vehicle was on the lift, I witnessed them drain almost two quarts of oil or more out of my vehicle. Mr. M then repeatedly said the name of the person who was responsible for overfilling my vehicle. The technician said to me it wasn't me, I would have remembered the headlights I like them. I thanked him and was given the keys to the vehicle. In conclusion before leaving I asked Mr. M if I was good he stated yes it just had to much oil in it. I then said so the noise I'm hearing is the transmission he replied yes I would just take it back to whoever replaced it. I am sure that's what it is. Not once did he or a technician test drive or do a diagnostic on the vehicle nor did they provide any documentation to show that the vehicle had even been brought back either time. Luckily for me I do have my ducks in a row. Please Advise I am seeking to hear from Corporate with a resolution with this matter and my previous issue several months ago where I spent over $1300 in repairs to still have the same issue.
May I also add that Mr. M has poor customer service skills (my opinion) he comes across as apathetic like he is annoyed and could care less what the customer is talking about. At one point when he thought I was not listening he said to another customer quote "ION care nun about it, people get mad all the time, I could care less" end quote.

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

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.

I was not a fan of pep boys but I will not go anywhere else as long as Adam is there. I have 4 vehicles and Adam always gives me a choice on tires, service etc. He treats you the same whether you are spending 50 dollars or 500 dollars. He knows customers want a choice and options. He is very knowledgeable and I base all my decisions on his recommendations. Please tell him him what a great job he is doing. Its a pleasure to go to Pep boys in Berlin Ct. Thank you Arthur Hatje Newington Ct.

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.

On September 11th I purchased a new set of tires from Pep Boys. By the next day, September 12th my center cap for my 2006 Audi Convertible was missing. I immediately called and went in on September 13th. Since that time I have repeatedly called and made in-person visits, at least 10 times, in order for them to replace it as promised. The manager, Rodney Ford tried to get me to replace it myself and I told him, "Why should I be out of $160.00 for a part that you loss." He has promised to call me at least 10 times but never reached out to me with the exception of one time in September. When he once again refused to call me after my last visit on December 11th, (it's now 12/21), I reached out to Luis on December 12th at Pep Boys Headquarters. He said he would elevate the case # to District Manager David Wallace but not a single person from Pep Boys has had the common decency to reach out to me one time. I both called the store and made visits on 9/13,10/3,10/16,11/9 and 12/11, at minimum. I have zero intentions of letting them get away with not bringing my car up to the standard that I brought it in at. Even if that means going to court and asking for every dime I spent to rectify their mistake. I am seeking an exact replacement of my center cap or a full set of matching center caps as is what I had when I came into the shop initially, not to mention the clear indication of their bad faith dealing. I've been more than fair and understanding. Really bad place to do business.

After waiting for about 2 hours, Pep Boys installed two tires for a total of $153, which included a labor charge of $135 and an install fee of $17. They didn't provide a written estimate beforehand, and the advertised price of tire install was "as low as $15.99. So I felt a little scammed as I could have saved money by going to a smaller tire shop that only charges a small fee for tire installation. I learned a valuable lesson about researching prices and being aware of hidden fees.

My car holds 5.7 quarts of oil. I got the bill and was charged for 7 quarts. This was after waiting over an hour longer than they promised for a simple oil change. The time wasn't all that big a matter, but theft is a big problem. Also have no idea what a "1 Step Fuel Sys Cleaner" is but was charged for and never asked for it. Never again to any Pep Boys, but especially not the one in Yulee, FL.

Significant Deficiencies: Arrived 15 minutes ahead for a scheduled appointment, no one in line, yet it took 10 minutes to check in. Communication extremely poor to non-existent for entire process. Text notification disconnected from actual process. The waiting room blasts non-stop mind numbing sales infomercials. The place wasn't busy. There was one other customer in the waiting area when I arrived, one when I left. Reasons for poor service not apparent. Poor morale? Lack of skills or training? This was my last trip to a Pep Boys — ever.

Pep Boys (Spring Hill, FL) site says: We take responsibility, deliver what's promised and honor commitments to our peers, partners and customers. We communicate honestly, openly and proactively with our peers, partners and customers.
Not True. Had picked up a nail in the road. Dropped my car off at 11:30. Told the fix would be done between 2 and 3 PM. At 4, I called and was told that my insurance claim had not been approved.
I called the insurance company and found out the call for insurance had not been placed (4 hours later). Received the insurance approval immediately (with Pep Boys on the line). On that call Pep Boys said "It does not get done any faster if you call it in". (so we {the customers} know where we stand. We are lower on line that the Pep Boys Staff. WE pay the bills, but are considered less that their staff.)
When I received up my car the repaired tire was set 6 pounds heavier than the other tires and beyond the rated range.
Pep Boys does NOT deliver what's promised. Does NOT honor commitments. Does Not communicate clearly. Considered their staff are better people than their customers.
This was fix a hole in a tire. What could go wrong on a more complex repair.

I just want to thank Rich and Nes for taking care of my SUV and putting me first. This is how all customers want to feel. It was my second time there in two days first for four tires then back for brakes. Thanks to everyone that works there. You guys are very patient and have a lot to deal with. But u keep it professional. Five stars here for west Hartford Ct Pepboys

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.

A black male customer went to explain that the wrong tires was order, Lisa was very unhelpful and denied making the error, and told the customer not to come back to the store again. The customer spent over $1000. This shows a lack of accountability & dishonesty. Do better!

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.

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

Andy at Woodland Hills Pep Boys was SO great and even helped me by installing my windshield wipers. I'm a mom with a handicapped child and I had no idea how to install them. Rain expected here in California tomorrow. Sweet about it to and just genuinely nice. Since Covid, it's super awesome to see human kindness return!

I ordered 4 tires on Black Friday. Their by 2 get 2 free deal. Few hours later I called to verify my appointment. I was told they do not have the tires in stock and I would have to wait until they came in. That was 8 weeks ago. Still have no tires. All they can do for me is sell me more expensive tires and give me 100 dollars off. It would be 400 dollars more than the tires I ordered. Horrible experience. I will never go to pepboys again. It was nothing more than a scam so they can upcharge you to another product. I ended up going to Firestone.

Just wanted to put out a great job to pep boys store 118 in Lakeland Florida…. They went over and beyond there jobs. My husband first went in with a flat tire by the weekend we had four brand new tires and we feel worry free. Do Not put up with big companies blowing smoke up your tail pipes. Go with Pep Boys store number 118 in Lakeland Florida. Awesome job thanks Tracey and Jerry Keeling

I took my vehicle to the East Norriton location for a simple oil change and they not only damaged parts on my vehicle but other parts are missing as well (photos of proof). I have reached out to the location, as well as the corporate location and no one has answered me in over a month. The location I took my vehicle to was supposed to watch the video, but conveniently the video system was down. If you want your car to be messed up and get no response or replacements of the damaged parts, then feel free to trust PepBoy's for that! Also, oil was leaking because they did not close it properly!

I brought my car in for a tire change. Didn't call me all day until I called 6 hours later looking for an update. Said met me check on it and never got back. So I went there figuring it was finished to find out they didn't even have the tires to put on. They held my car without even looking at there inventory. So I left with a very dangerous car. Really inconvenient and a waste of time. Never go here

Horrible... many reviews just like my experience. They make an appointment for you, which ends up being meaningless as they do not honor it. Wasted TWO days waiting for service, even with an appointment, and ended up going elsewhere. The local manager at the Robinson Township PA store could not have cared less. When I wrote national PepBoys customer service they lied about leaving me a phone message. Do not give your business to PepBoys. They no longer deserve it. So sad what has happened to this once good company.

2.5. Hr wait Did have an appointment. Didn't matter. No customer service When I went to ask for the first time about my vehicle I was told it was being worked on I explained that was impossible it was still where I parked it Never Again

I took my car to the location in Western Hills, Cincinnati. I always inspect my vehicle before paying. Looking at my rims I noticed scuff marks on all four. I tried to wipe them off, but no luck. I got tires for free, and damaged wheels. They did work with me, but very disappointed. Think changing tires everyday they'd know how to avoid scratching them up.