Pep Boys

I scheduled an appointment to get my tires replaced at 1:00 Tuesday (had a flat the night before driving home). They serviced my car as soon as I got there.
No problems, no upsell. They did note that the change oil light was on but that was because my previous servicer did not know how to reset it. They reset it for me. Can’t complain, fair prices and everything was done on time and with the prices they advertised online.

Made an appointment online at about 12:45. Next available was 3pm, showed up and was told they were running behind and that it would be at least an hour before they’d even get to it. WHAT IS THE POINT OF SCHEDULING AN APPOINTMENT?! if that was the case I would have been a walk in at 1pm! Instead of wasting my time, setting an appointment. Also if you know you’re running behind why not call the customer and let them know before they waste time and make the drive in the rain for nothing!!!

Somewhat disappointed in the last visit. They wash the blue off the raised white letters on tires but not on the tires themselves, was told they don’t because it washes off as you drive neither part of this makes any sense. If you are already cleaning the letters why not finish the job correctly and second you should have to either wait for it to rain or wash the rest of the tires yourself. Spending a large amount of money for tires and they cannot add an extra second to do the job correctly. Also on safety inspections they have missed burned out tail lights and license plates lights on numerous accounts. They forget to put new stickers in wind shields for next oil changes. Altho some of this might sound petty it isn’t really when the cost is coming from within your pocket. Good techs have a conscious and can sleep nights knowing they have done their job correct leaving the customers safe in their vehicles.

This review is concerning practices of the service department. At the checkout they have a customer form where they can fill out their name, how the service was, the person who helped them and any comments they may have. This sheet is filled out by employees (or just one, since the handwriting was the same). I know this because I went back later after getting service one day and saw my name on the form, and they filled out that I had a positive experience etc. They also filled in comments for others on the list. I am not sure if this list goes to corporate or just the manager there, but either way this is completely unprofessional and not ethical. Falsifying customer reviews at their own store is absolutely ridiculous. If they are willing to do this I am worried what other type of things they will do.

*UPDATED*
Not sure whether it was the call to customer relations, my review on Facebook, or my review here that prompted a response, but I am pleased with the results. Pep Boys called to have me come back to install the tires. Although it was 15 minutes before closing, and I told them I was a minimum of 20 minutes away, they stayed open to finish the service. The staff was courteous and the associate that initially turned me away was apologetic. Although I’m still not happy that my original appointment was not honored, I am appreciative of the effort taken to resolve this.
*ORIGINAL*
Worst customer service I’ve ever experienced. I made an appointment to have my 4 tires changed, but when I arrived I was told they were too busy to honor my appointment. Unacceptable. If someone makes an appointment, you allot time for that appointment. Worst customer service I’ve ever experienced. I made an appointment to have my 4 tires changed, but when I arrived I was told they were too busy to honor my appointment. Unacceptable. If someone makes an appointment, you allot time for that appointment.

Be warned about the service center here. I checked my car in for an oil change with Shaunna and maybe she was having a bad day or is just always slightly not friendly. Not a big deal at all — I get it. I asked for my tires to be rotated and was told they would be as part of the service (especially since I purchased my tires from them). More on that later. My check engine light was also on and I asked them to check that. I must mention it came on within minutes of having my last oil change at the same Pep Boys. I contacted them about it and was told they would determine the problem for $ 90. Okay.
I picked up my car and had to ask about the «free» engine light check since they were not going to even mention it. I was told the codes and asked what they meant. The response was «I have no idea». Really — that’s it for a service center. Again was told I would have to pay to figure it out. I get the upselling but the lack of care or concern is questionable. So now two or three suspect employees and I wondered if it was me causing the problem. I happened to chat with another customer while waiting and he just raised his eyebrows at the service.
So I left and drove home. My wife was following me since she dropped me off to pick up my car. When we got home, she told me I had two brake lights out. Two! I thought that was part of the «Courtesy Vehicle Inspection» and when I checked online, sure enough it was. Now I’m a little angry, so I called and asked to speak to a manager. I waited on hold for at least five minutes and a guy answered, mumbling his name. I asked who I was speaking to and he mumbled again. I think he said Trey or Troy. I explained the situation and he was somewhat apologetic, but then stated the tech who performed the inspection (Matthew H.) screwed up because his miss cost him money. I asked him to explain that and the manager said he would have made more money if he fixed my lights. He also explained the tire rotation should have been on my receipt, but it was not. So I paid for tires from them and paid to have them rotate my tires and it was evidently not done as well. I could barely contain myself and told him I don’t care about the payroll of a tech who does not perform his duties. Instead I care about the safety of my family because what I paid for was not done. His response was I’m sorry if you do not rely on Pep Boys for future services. Are you kidding me! What a joke of a manager.
I hung up knowing I will never go back there and hope this review makes you think twice if you are concerned about your wallet and your safety!

Here is the honest truth. If you want it done right by people who care, bring your car to Pep Boys in Round Lake Beach. Ask for Robert Daily the Service Manager. He took the time to explain what my issues were, and advise me the order they should be repaired. It was after he pointed out the car seats in my van he made me realize my family rides in this van not just me. It was not the dollar amount it was the safety that mattered to Robert. Honest dedication and commitment to service is why we now being our cars here. You should too.

I will repost my previous GOOD JOB with Pep Boys, asking only that you be aware of something that disappoints me. I will also say this time, the tow service did an EXCELLENT job!!!
I was given a list of everything that was wrong with my car in November, and about how much it would cost. That’s fine, and actually helpful. My car is older, and I know there are some things wrong with it that need to be fixed. However, I would advise going to somebody else other than Larry.
Larry recently told me that my power steering fluid appeared «dirty.» Now, I know a little something about cars, despite being a woman. I know PSF’s dirt level will not be fixed by a power flush, and that a power flush can often hurt, not help, the power steering. Google it. You will find it’s way down there on the list of things, and often is a scam. He wanted to charge me about $ 200 for this «necessary» service. I also know that I have other things that need to be corrected first, things that are much more important.
I don’t like the way Larry treats me, as if he has to show off his car knowledge, and as if I am some sort of idiot. He KNOWS I don’t have oceans of money, or I wouldn’t be driving what I drive. yet, every time I have contact with him, there is yet another thing wrong, often at $ 200-​$ 300 to fix.
I would advise every woman customer of this Pep Boys to ask if Debbie is working that day; if not, then try Jason. Debbie is especially good at what she does. She doesn’t oversell. If she doesn’t feel Pep Boys can fix the problem, she will refer you to somebody else who can.
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The old review:
This is my go-​to place for car repair. USUALLY, they come up with an assessment, call me to tell me what’s wrong, and get it done at a reasonable price. If I get Robert, Charlie, Don or Debbie as the service writer, so much the better. They open relatively early (8AM). They are good at explanations for the standard person who knows little about cars, and they don’t lie (unlike some other places around here).
However, it is first-​come-​first-​serve, with no chance to make an appointment. If you are not there bright and early on the dot @ 8 AM, plan to wait a very long time. Even if you are there, plan to wait. Bring some kind of disinfectant wipes for the waiting room, along with your own entertainment. There is no WIFI, so don’t bring your laptop. Don’t drink the coffee! Walk down to Jewel to go to the restroom– And you will need to use the restroom. It will take some time to fix your car.
The towing service is run by a nationwide customer service desk. During the blizzard in February 2011, I understood that they would be busy. I did not understand why, on the first call, they kept promising me a jump when they had no trucks available on the day after the blizzard. Two hours of, «He’s right there» made me give up. I do not understand on the second day after the blizzard why the body in the cubicle told me that they couldn’t come out because the state police had forbidden (her words) cars or trucks out on the road. I got a jump from a competitor. I complained to Pep Boys. Pep Boys Towing later called, apologized profusely, and most important, PAID FOR THE COST OF MY JUMP FROM THE COMPETITOR.
So, as far as I’m concerned, Pep Boys tries hard, has reasonable prices, and does a nice job. There is room for improvement, though.

I dealt with Kevin (the MGR.) on a concern on my vehicle. He could not have been more professional. Also Brian the service writer, is a nice guy as well and seems to be upfront about everything. This is not my first rodeo. and for the most part, among ALL repair shops in lake county they are the fairest with their prices and most honest of them all. Or in other words, this is the best run Pep Boys crew/​location I have come across. BTW, Scott is also a great Technician to work with.

I wanted so much to like this place but it was just a fail.
I went in the first time in April of 2013 for a coolant flush and my car overheated within five minutes of leaving this place because there were still air bubbles left inside so I had to take the car back and get things fixed up. Carlos was SUPER nice and helpful with everything and made things right again so I decided to return and get my engine light checked out and it was for a small evap leak p0456. They found a few small leaks and changed things out and mentioned that there was still another super small one by the fuel tank filler neck but that it was so small it was unlikely to set off the EL and if it did to bring it back. Well the light came back on and I brought it back for a new code check– same code popped up, they did a new smoke test and found the filler neck again so I decided to get the filler neck replaced on a different date. I made the appointment and sent my girlfriend in with the car and some guy (maybe a mike– gotta check my papers for his name later) checked her in and told her she didn’t need a new filler neck but instead just a fuel system cleaning so he charged her for that ANOTHER smoke test… and sent her on her way after telling her all was fixed (I Spoke to him on the Phone afterwards). Well the light came back on and I took it back in this time and got another smoke test only to be told that it was, again, the filler neck and no other leaks. It had to be special ordered so it was ordered and they swore it would be in by that Friday and that I could go back by the following week on Wednesday for it. So I did and the right part wasn’t ordered. (I had to change my work schedule to get the car in and they ordered the wrong part). The woman behind the counter was being a bit passive aggressive and making things seem like it was my fault because of lack of communication or something. She ordered the filler neck and I had to switch workdays again for the next day (Thursday) to take the car in. The car went in and the filler neck was replaced. Since the filler neck was replaced the gas wouldn’t go into the tank and engine light was still on so I had to take it in again and they kept the car for 1 ½ days and never called to let me know they were keeping it overnight. In the end they told me my evap canister had to be replaced and that would solve everything. I got it replaced (somewhere else) and it fixed my gas issue but engine has been on– still… I spent a lot of money and went through a whole runaround for a small evap leak to be fixed but the light is still on. Yeah… that was my experience with them.

Dallas provided awesome customer support. Anthony the technician was very fast and took care of my car in less than a half hour!

Pep Boys service department is outstanding. Dallas & Debbie took good care of me. Thank you.

I just had front strut assemblies installed in my Toyota. Prices are very reasonable. Both service writers were very polite and worked with me on the price. Overall a good experience.

I’m giving three stars for the speed and quality of products. I would give it a 0 if just based on my experience with one of the employees. I realize that the automotive industry is predominantly male but it is 2011 and one would hope women would be treated as equals. I brought my car in with my brother-​in-​law to get a new battery. I explained what was wrong, he (the worker) turned to my bro-​in-​law for confirmation. Then I gave him MY name, MY phone number and address, and MY keys. After he checked out my car, he told us which batteries they have and I proceeded to ask what the differences were and then told him which one I wanted, BUT he turned to my bro-​in-​law for confirmation of my decision, as if it wasn’t my car. I was so annoyed. Learn some respect, Pep Boys!

Do not go to this place they, tried to charge 647.00 for a water pump on a 2007 caravan. I declined the service and they charged 40 bucks to tell me that the water pump was bad. Even though I told them that when I dropped it off. I ended up taking it to a mom and pop mech. In grayslake and they did it for 250.00! This place overcharges and says u need to change things when you really don’t.