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Pep Boys - Bumbling Employees

I ordered a part. When I went to pick it up, I discovered that they had ordered the part for the wrong engine for my vehicle. They could not apply a credit to the proper part, so their procedure is to refund and then repurchase the correct part. I did not have my receipt with me at the time I went to pick up the part so they could not do the refund. They kept the part. I was told that upon my return that there would be no problems. I returned with the receipt but now they have misplaced the part and will not refund me. I waited for 45 minutes while Bill Johnson and staff tried to locate the part. Bill Johnson kept telling me it was his job on the line. I guess everyone is at Pep Boys is fearful of their job. Their job takes precedence over customer satisfaction. Keep doing this to customers, you will loose them all and no one will have jobs. I know you already lost me as a customer. I was a long time customer.
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Author
Location
Los Angeles, California
Tags
  • Bill Johnson
Review #236491 is a subjective opinion of poster.
6 comments
yes you can get $10 dollars of free product after you buy about $100 or more at pepboys. they e-mail your rewards coupon,but it is no good because it has no barcode on it. you have to call in person and wait up to three months to get your reward. dont waste your...
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Anonymous
#926172

program is bull ***. Was there when it first started... lol what a load of ***. have to wait a whole quarter for any reward to be issued and good like trying to stay on top of...

Author
Location
Los Angeles, California
Review #236051 is a subjective opinion of poster.
2 comments
Needed struts for my car so did an online search. Monroe Sensatracs, average price online about $75 each. Decided to go to Pep Boys since they are local and want to support local businesses. Counter person quoted $174 each! I asked if there was some mistake, he...
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Anonymous
#285186

Do you realize tool bag, that almost EVERYTHING on line is cheaper? There is little or no overhead. Plus when you order it on line you can\'t get the help with questions you m...

Author
Location
Livermore, California
Review #235648 is a subjective opinion of poster.
15 comments
I am appalled that a customer service auto repair shop is allowed by their corporate office to charge 120.00 for a new gas cap !!!!The check engine light had come on and when i took my car to the Howell Pepboys repair shop, First the service manager was beligerent in...
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Anonymous
#582099

I almost did the same mistake but I called 3 different places first one of them was pep boys and they charge $50 per every half hour they take the guy did say they usually ta...

Author
Location
Howell, New Jersey
Loss
$108
Review #235392 is a subjective opinion of poster.
0 comments

Careless mistakes by Pep Boys

Few months ago, my parents decided to drive to Chicago from Georgia to spend Christmas with me. They had to changed the tire for their Hyundai Santa Fe '06 so that they could drive in snow. Their trip started 2 in the morning but the car was shaking severely. There was any Pep Boys service center opened at that time and they also could not delay the trip. It was 9am when they reached Lafayette, Indiana where they found a service center to check the tire. They said, when the tires were changed, the mechanic didn't check the balance of the tires. My parents were so mad that the service was so poor. It was a very *** careless mistake. Imagine the hours of driving in the dark with uncontrollably shaking car for 7 hours to keep their promise with their daughter in Chicago to spend Christmas together. I don't know the names of each parts of car, but the cap that tightly closes engine oil tank was loosened, because the car was shaken severely. Engine oil was basically emptied. One mechanic who was helping my dad said he can't believe how they drove all the way to Indiana with that condition. We don't give away our trust easily. Few days ago, my sister's car (Toyota Camry '04) needed oil change, so she and my mom when to Pep Boys. The person who was working there seemed nice outside, but he was very annoying. He is not a mechanic but works with customers. The job was done and they came home. My sister drives to her college everyday and it is about 30 minutes drive on the highway. She started to concern about the loud engine noise when she start the car and drive, which we didn't have before. This time, my dad told us to go to Toyota dealer to have the engine check. When the check up result came, the service representative chuckled and said, whoever changed the oil didn't close it. The cap was just sitting on the alternater, and because we drove around, the oil splashed all over the engine. It took 50 dollars to close the cap and degrease the engine. My mom and I got very angry for another careless mistake and we visited Pep Boys to get our money reimbursed. They first thing the guy said was "why didn't you bring it back to us? we could have fixed it for you" But what if they make another *** mistake? Do I have to go back again? At that time, I was even more annoyed by that same man who was pretending to be nice but talks like a snake (no kidding). If I didn't get upset enough, he probably was going to talk me through. I was upset very much that they gave my money back in the end. Pep Boys lost my trust COMPLETELY. I asked them why they call themselves professional when they don't even finish the job and lose the customer for being annoying insincere. Customer service is not just about making customers feel comfortable while their car is getting fixed, but also having them not to come back to fix their *** mistakes and wast time. I am seriously disappointed by their careless mistakes and insincere treatment to the customer. I will never go back to Pep Boys again in my life and I want to tell people to find somewhere better.
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Author
Location
Marietta, Georgia
Review #234356 is a subjective opinion of poster.
0 comments

Pep Boys in Atlanta, Georgia - Poor Attitude / Customer Service

I have been a loyal customer for many years with Pep Boys from buying parts to accessories. I have always liked the cleanliness and selection therefore when my car shut down on me out on I-95 and had towed to my house. You were the first people that I called for some help. I am somewhat knowledgeable on cars and decided to pull back the timing cover thinking my timing belt had broke on a 94 Geo Metro. It has a non-interference motor so nothing with valves etc. is harmed if the timing belt breaks. Sure enough it was the belt, I called to see how much to get it fixed and to bring to you for repairs. I spoke with Ken in service and tried to explain what I am telling you now, but as soon as I said I took a whole 7 bolts out, just enough to inspect the timing belt before I brought it to you, I was shut down an told in his exact words " I wont touch it! " I said what do you mean? I was told that I started something and he won't get involved ??? You have to be kidding me...with today's economy and me stranded, you mean to tell me, sorry about your luck! not going to help? So, needless to say, I have been driving my car for the last 2 days with a smile on my face after taking it to the dealer and paying $250.00 I bought the car for gas purposes and love it! I will tell you this, you and everyone else by word of mouth that I know or come in contact with, won't go or be referred to you because of the lack of customer service!! I was glad to take it to the dealer, they get a bad wrap for being over priced, but I tell you what! At least they care !! Paul / Jacksonville Florida
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Author
Location
Atlanta, Georgia
Review #233557 is a subjective opinion of poster.
0 comments

Pep Boys Store Has Terrible Customer Service

Pep Boys Store: Pico 10644 W Pico Blvd Los Angeles, CA 90064. This store has terrible customer service and they are arrogant and rude. Robert answered the phone and we asked to be transferred to parts so we could see if the store had it in stock. No one answered in parts so we called back. Robert again answered the phone and we told him no one answered in parts. He placed us on hold and transferred us back to parts where it just rang and rang again and no answer. Obviously Robert didn't care and was rude by not even attempting to look into the problem. We called back a 3rd time and another person answered. They were very rude ot us when we asked to speak to a manager. he said very rudely" Which manager? We have like 3.". We said someone who can help us. He put us on hold and no manager came to the phone. We waited then called back and no one answered the phone at all. If I call back right now, they wont answer because they know we are pissed at them for not helping us. I have also been in that store many times and the employees are very rude and not helpful at all. Worst Pep Boys I have been in. I only use it because its so close, but now I'm considering using Autozone. At least they act as if they care and I get my questions answered. I ended up buying my parts somewhere else today as this was the last straw. Note to Pep Boys Management: you need to audit this store and make some changes for the better. Rude arrogant employees. I like Pep Boys, so this really blows.
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Author
Location
Los Angeles, California
Review #233330 is a subjective opinion of poster.
1 comment

Pep Boys Scam

When I tried to return Brake pads to Pep Boys for a refund ( they sold me the wrong pads), the Store Manager, Perry Routh, called me a liar and said the parts were not theirs, and wouldn't reimburse me for them, even with the sales receipt. I drove back a couple hours later to speak with Edgar, the person I purchased them from the day before. He told me the same thing, these are not Pep Boy parts, sent another Pep Boy employee to get a box to show me what the parts should look like. Guess what? Identical to the parts they sold me!!! Had to make an extra, unnecessary trip from Victorville, Ca. to Moreno Valley, Ca. (2 hours wasted time and gas expense) and was called a liar! Had to go across the street to Autozone to get the correct brake pads. You need to train your employees to better recognize the parts they sell, so that this doesn't happen to another customer!
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Author
Location
Los Angeles, California
Review #231995 is a subjective opinion of poster.
1 comment

Pep Boys in Bonita Springs, Florida - Pepboys poor maintenance car repair`s,has car in for a oil change and tire ratation,

Had a oil change and tire rotation, just how can you screw that up, well at Pepboys they can! Check brakes, did`t tighten frame bolt to front brake caliber, after driving about 120 miles bolt came out and caliber was rubbing inside of wheel, of course they did`nt so much as even look at the brake system, the car was driven 1200 to Fla, and another 4 months with out any brake trouble until this maintenance was performed. So you Military Personnal stay away from Pepboys if you value your car? There discount is useless, just like there Maintenance
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Author
Location
Bonita Springs, Florida
Review #231628 is a subjective opinion of poster.
0 comments

Pep Boys cannot give the right parts...

I took a spark plug to the store to get 6 new ones just like the one I took in...the asst. store manager/parts manager gave me the wrong spark plugs and then claimed they were in the wrong bin. 6 of them in the wrong bin...and he cannot match the number from the old plug??? needless to say I will be going to advance auto from now on. remember, this was the MANAGER doing this...i shutter to think what the mechanics are getting away with. I have never had good service at PEP BOYS. they need to go into the trash collection business
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Author
Location
Nashville, Tennessee
Review #231514 is a subjective opinion of poster.