Pep Boys

I dropped my car in around 5:30 pm for an oil change plus fixing tail light, and they told me it would be done before store close. The guy who I spoke with was helpful and friendly so I trusted him. I told him to call or text me when they finish their job, then I stayed in McDonalds across street to wait. 3 hours passed, no one called me to tell me the service is completed or not. So I went there to check out myself — to my surprise, the store has been already closed! I stand in the rain, seeing my car parked right there but don’t have keys to drive home. I’ve been to many pepboys but this is the first time I encounter something like this. Second day, i called them and I got apologized and they explained to me that the calling service should be done by automatic calling service (which I never received). I went to the store to get my car, the front desk receptionist acknowledged my case and gave me 35% off, which helped alleviate my mood a little. But after I started my car, I found the oil life indicator is still 40% and not been reset – well, no big deal, just an indicator. But when I opened the trunk, there was a piece of dirty cloth sitting inside. What??! What just happened…

I visit the Irondequoit store frequently to purchase parts for our vehicles [I enjoy doing most of my own maintenance]. Over the years I’ve had the opportunity to meet and interact with CJ many times. He’s always helpful, happy and goes beyond what I’ve experienced at other parts stores to meet my needs. It’s employees like CJ that makes the store and as long as there are, I’m a loyal customer!

Last week my daughter stopped into the pep boys in Rochester NY (E. Ridge) after her car broke down, prior to her stopping she called for price quotes from several different shops, pep boys said they would beat anyones price by 5% so she towed her car there, Alex was the service guy that helped her. My daughter said she got a price of xxx amount from Firestone, when Alex called Firestone he got a complete different price higher than my daughter was quoted, needless to say she calls them back to find out she was quoted on a 4 cylinder engine but she has a 6 cylinder. Alex talks with his manager Kenny and they agree to fix her car for the misquoted price. At no point did my daughter ever tell them shes on a very tight budget (starving college student) and would have had to tow the car back home if they didn’t fix it for that price, they just did it! And to our surprise at check out they still beat the misquoted price by 5%
This is my first review ever, but will not be my last! Everyone needs to know about the excellent service given from this store.
I am so happy to see I have pep boys in California as well.
You ARE our new go to guys!

Needed tired for my daughter’s car. They had them in stock and we’re able to get us back on the road fairly quickly for not having an appointment. Kenny even helped us even though he was on break. He had patience and knowledge and the best customer service I have seen anywhere in a very long time!

I recently had my car towed to this Pep Boys location when I ended up on the side of the road with a broken serpentine belt on my way to work. I chose this location since it was only a few miles from home, and because I assumed that a chain repair shop would make quick work of replacing a belt.
When I called to check on the car, the mechanic informed me that the belt had snapped due to a seized AC compressor, and I got quotes for both fixes. Since I was short on time, I asked if it would be possible to replace just the belt so I could get on my way and sort out the compressor later. The mechanic said said it was fine, and I picked up the car shortly after.
What the mechanic failed to tell me is that I would be back in the shop within 36 hours for another snapped belt. I’m partially to blame for not having a full understanding of car mechanics, but I learned that the compressor needed to be replaced for the belt to function properly, which is something the mechanics at Pep Boys did not feel was important to tell me when they handed me the keys.
Inevitably, I had it towed back to them to replace the belt and the compressor, and asked for a break on the cost given that it was their negligence that had me back in their shop. The manager (Kenny) was nice enough to discount the belt and labor costs. While I had the car there, I asked them to also inspect my coolant thermostat, an unrelated issue. They did, and in doing so drained the coolant reservoir. I picked up the car a second time, belt and compressor replaced and wallet empty, turned the key in my car, and got a «Low coolant level» error. A quick peek in the hood and I saw that the reservoir was completely empty. Bone dry. The mechanic who had inspected the reservoir thermostat and parked the car for me to drive home neglected to refill the car with coolant. I cannot express enough my astonishment with something so simple and so critical to the cars basic functionality. Had I driven home more than a few minutes away, I could have very well seized the engine.
My experience with this shop has been nothing but a nightmare. I had to fight back and forth with mechanics and the manager to get them to agree upon prices which changed every time I inquired. Every time I called, I waited on the phone for at least 10 minutes. Both times I picked up the car, it was like we had never spoken on the phone and I was a walk-​in customer. I wouldn’t trust this team to change a windshield wiper, let alone any other repair or maintenance task.

This place is a RIP OFF!!! I was price checking an oil change in the area and every place quoted me between $ 22-​$ 40. «Trust the PEP BOYS» charges $ 65 for an oil change. I’ll be taking my car to ANYONE else.

I just spent 9 minutes on hold with the service department waiting to ask a simple question. I gave up and called back to the regular sales desk. The sales associate had no answer for me and said «i’ll transfer you to the service department» at which point I just hung up.
EDIT: By «on hold» I mean I called and didn’t hear a single humans voice at all.