Pep Boys

The staff was very helpful in trying to get me a battery at the lowest price. The salesman Micheal G help me throughout the process. He even talked to his manager, Frank, to make sure the discount went through. Great guys.

If you value your time, do NOT go here. It took them 2.5 hours to change an oil when they told me it would only take 1 hour and 30 minutes. The employees were nice but I wont be back since other places can change oil in about 30 minutes.

Finally got my car (3 hours for oil change and tire rotation) only to discover they had partially opened sun roof (why) and had rifled around in some of the cars compartments (again. Why?) I called and spoke to the manager who seemed suspicious («what do you want me to do?») I told him an apology would be nice, talking to his employees would be good but I didn’t need any discounts or anything like that but I wouldn’t be coming back

At 2.5 stars I was hoping for the best but I got 2.5 stars worth. Check in guy was too nervous and didnt seem personable. I checked my car in at 5:45 for my 6 pm appointment and they didnt start working on it until 6:30 (Oil change and Head light bulb replacement) I didnt leave that place until 7:35. I do not recommend this place unless you are planning on spending an hour plus. Take lunch cause you might get hungry waiting for them to start working on your car.

Had a 2pm appointment for brake service arrived at 2pm and it’s now 3:20pm and my car is just sitting on the jack tires off and no mechanic around, oh wait there’s the mechanics they are standing around talking to each other. And now my mechanic goes to work on another car???

Super slow and very low class service. I’m disappointed. This is my 3^rd time here. And I’m never coming back.
I don’t recommend this location. Go somewhere else.

I was told i would be contacted in 48 hours, so far nobody has reached out to me. I now am having back problems, because of my broken seat i reached out to my lawyer he said i have a case.

2 for price value with coupon. Express service for an oil change. Took them 2 hours. Be prepared to wait.

No pos wow
Great tire service!
Highly recommend.
Jesus was very helpful and respectful with us
Even though we took our time on selecting what brand to go with.
Got great prices on the balancing and alignment

This place has very good deals and good service. The guy named Jesus helped me out right away. He was very friendly and knew exactly what my car needed. I would definitely recommend.

I was looking for a particular part for my 3^rd brake light, so I simply asked the guy at the counter what I needed. After inputting my car info into the computer, he was able to find the part. Unfortunately, this automotive chain does not carry this item. Still, service was friendly and helpful.
parking — free lot

The Service: Very clean and organized store. There is also a service department as well, so you need them to install or fix anything, they can do it for you.
The staffs are friendly and efficient.
The Parking: Private lot

We came here to buy chains to head up to the snow. They did not have my size in stock but Ruben was super helpful! He searched online and even called other stores! He called the other store to put them on hold and actually offered to have a driver deliver them to Burbank so we did not have to drive to the other city! Ruben was fantastic! Thank you!

All I can say is, if PESSIMISM was a car repair, they’d be the absolute best in the business! I had established myself with one Pep Boys Store over the years feeling that because they are a commercial chain, my risk of being gauged outta money would be reduced…
The epitome of why women hate going to mechanics! I was referred to this Pep Boys by my regular Pep Boys store. They had been my exclusive car maintenance service, until I finally failed a smog check and they weren’t equipped to solve the issue. They were nice and wrote down an address to a sore that could help me. I dreaded having to go somewhere else, because I knew how long it took to establish a repoire with the initial Pep Boys and I feared having to ‘re-​invent the wheel’.
After driving through rush hour holiday traffic with my 5yr old in tow, I patiently waited for what seemed like an excessive amount of time. About 20minutes. During that time, at least 5 – 6 different mechanics came out all at once to converse around the computer and then they disappear back to the garage. Could they all have been too busy to even acknowledge me? (Especially since I was the only one standing and waiting) The 6^th (or 7^th) mechanic was having one extra long conversation with the one customer ahead of me about a battery replacement when I walked in. There was no one behind me.
There was absolutely no acknowledgement whatsoever from any of them. I finally get to the one guy that is apparently assigned to talk to people. Without even so much as looking at my paperwork, all I’m being greeted with is all of this dismissive, negative, impersonal, generic company rhetoric ranging from the absence of the smog mechanic, to how he won’t be there all week, how very serious my smog repair can/​will be, how my car model (Toyota Matrix) can/​will be expensive, then he’s taking me through all the expenses and steps it will take for my car to pass my smog test, and while I’m attempting to tell him that I’d already been through a few step in the process, he is repeatedly talking over top of me and not listening.
Oh, he just knew it all! It was to the point that I started fantasizing about choking the ‘beep’ outta him… i mean, he had nothing positive nor encouraging to say about my situation and then 5 minutes into his mouthing off, only then, does he finally look at my paperwork from my initial failed smog check and realizes that he had jumped the gun. He finally sees some of what I was trying to convey to him. So, while still managing to hold my composure, I try to get recommended to another Pep Boys in which the smog mechanic is actually present. He knows ‘everything’ but didn’t know anything about that and didn’t seem to envision looking up a number or address or volunteering any information to make this any easier. He spoke to me like he knew everything no I knew nothing.
When I tallied up all of the fees he was quoting, I felt that I felt could get it done for less and said so. He challenges backing more negative rhetoric about why it wasn’t going to happen, continues talking over top of me… Then, of course, the cliché «I don’t set the prices» OMG! Does he really think that I would believe that he sets the prices?
Needless to say, It was the a frustrating 35 minutes… i felt like it was him vouching for, gauging for and rallying behind his colleagues against me… I left in disappointment and accomplished nothing but to be annoyed.
There’s a lot to be said about how to approach a customer in a business. I once fired a tax accountant for telling me «Wow, you’re gonna owe a lot of taxes» before he calculated my itemizations, in which case I’d gotten a refund. Why stress people out before you even have all of the facts?
Listen to people when they are trying to communicate with you! Acknowledge customers after excessive wait times. Notice when they areas least 20 years older than you and treat them accordingly! Learn the facts about the case before you start mouthing off about how bad it’s gonna be.
How about presenting the positive side of the situation? How about being knowledgeable about the company you work for?! Stop talking over your customers.
I tried to say some of this to him also, but I’m sure it went in one ear and out of the other. So, I will seek another business to deal with my car… and I will get better customer service and I will pay less and I did write this review just to get it off of my spirit.

Purchases four tires and had them installed. When I entered the freeway and started to speed up, my wheel started to shake intensely, so I took the car back. They looked into it said it had to do it with the motor, wrote up an invoice for 1,200−1,300. I called my husband and he came to the store, looked at the invoice and said he will take it to his mechanic. When the associate heard this, he told us that if we pay cash, he can get us a deal on the service. We disregarded his comment and walked away. When my husband took the car to his mechanic, they said that Pepboys didn’t balance the car after they put the new tires in. He checked everything else on the invoice and said car doesn’t have any problems. I’ve been driving it now for 6 months and haven’t had any issues with it. Will never go back to this location.

Got what I needed with the help from Jesse. Very good people skills and helpful! Knows how to treat a customer right!
Recommend going to him!

My boyfriend and I went in to get our break lights replaced. Artur helped us out with that. He said there was an hour wait to get our cars fixed. He came outside to the parking lot to see who’s light was easiest to fix. While he was doing that I found an extra light bulb in my compartment. Artur was kind enough to replace my break light for me with the new light bulb I found. It took about 3min and he didn’t charge us. He also fixed my boyfriend’s break lights as well, bc he also had an extra light bulb. Since those bulbs come in pairs.
Artur is A-​OK in my book.
I will for sure come back.

Wow– surprised by all the one stars here! They have been nothing but good and fast to me.
(And I am unattractive and don’t look like I have money. I’m serious!)
Our car wouldn’t start and we didn’t think it was the battery and they tested it and it WAS the battery and we were so happy! (That’s the cheapest thing it could have been. Our minds prepared for the worst.)
The reason I am giving it 5 stars is because they tested it, diagnosed the problem and changed our battery– ALL IN THE SPACE OF ONE HOUR ON A BUSY SATURDAY DURING PRIME TIME! (12:30PM-1:30PM.)
In my opinion, that is unheard of! AMAZING!
I truly thought I would have to come back in 5 hours or even the next day!

Pep Boys on Olive Street in Burbank definitely need weekly training classes or meetings on how to properly give outstanding customer service. I have worked in customer service for 20 years and I have definitely seen the decline of customer service skills with all companies that I have come in contact with in the past several years. This Pep Boys is one of them. In the decline of the crappy customer service age, I have witnessed this lackadaisical attitude that is commonly being displayed where customer representatives do not show any interest in making sure that the customer is treated with kindness nor an interest in solving customer issues. Considering that we as customers are paying or potentially paying a lot of hard earned money with a company you would think that showing respect and gratitude would be one of the treatments that we would receive with out a second thought and not playing hot potatoe with our time and schedules would be at the forefront of your thinking.
I walked into Pep Boys last Friday to see about a smog repair and was given a half hearted lazy greeting that is common these days with most companies I patron. When I was finally called up to the desk, I was told to come back on Sunday as a technician would be available to take care of the issue then. So I waited the couple days and again drove back to the Pep Boys to start the process of trying to have the repair done. I waited while three representatives completed whatever they were doing at their desks, even though I was the only customer around. When the representative from Friday called me up at his convenience, he asked what I needed and again told him what I needed repaired and he began to go on and on about how busy the smog tech was for the day and I would need to return on Wednesday. Needless to say frustration started to set in as he pulled up some totals of what I would need to pay on his computer screen and he was not at all apologetic nor concerned about the inconvenience of haphazardly telling me to return without checking the techs schedule. I then had to ask him if there was another Pep Boys who could do the job and he lazily just rattled of locations all around Los Angeles and Never suggested that I set an appointment for Wednesday or call another store for me as I would have done, to insure my vehicle could be repaired somewhere that day. But I guess that would be asking him to actually put in some work and effort. I then left the store and called another location in Sherman Oaks
which then told me they would not have a tech for 45 days. What? So needless to say I went back inside the store and had to ask if they are able to set up appointments. I was then told yes and given a time but was reassured to expect the worse by the representative as he told me that even though I have an appointment, don’t expect to have your appointment time met and that it could possibly take all day.
Again, my suggestion. Pep Boys, let’s do better with representatives and their customer service training, showing respect for people’s time and giving customers reassurance that their problems can be solved in a decent amount of time. Especially since it takes customers to keep companies running.

I’ve been going to this Pep Boys for about 15 years and I would say it’s out of convenience. Just about every time I come in I hear a «loud» customer with a gripe either with their service department, the cash register, or parts. I never paid any mind to it. In fact, I just scoffed at it. Instead, I should have realized that something was just waiting to happen to me. And it did.
First off, I must have used my rewards card for so many purchases. I’ve never received any «rewards.» Sure I get the emails from Pep Boys about sales, but no rewards. I get a steady amount of rewards from other places like Office Depot, Ralphs, CVS, Discover, et al. Nothing from Pep Boys. I asked a cashier about it. She told me to call customer service. Not the answer I wanted to hear.
Second. I purchased a SDX Audio Speaker on Dec 29, 2014. It was priced at $ 59.99 and was advertised with a $ 10 rebate coupon, which was at the cash register. Cashier said «sorry we dont have it.» I paused and let it alone and paid for the speaker less the rebate. Brought it home and opened the box. The speaker was damaged. I should have returned it right away. Instead I waited til May 4, 2015. The 90 Day warranty passed. I asked if they could make an exception given that I’ve been a long time customer. They said «Sorry, no.» I asked if there was anyway I can get this replaced by Pep Boys or the vendor. She said, «I don’t know, sorry.» Again, not the answer I wanted to hear. I restrained myself not wanting to be a «loud» customer.
I got in touch with the vendor in Rhode Island. They apologized on behalf of Pep Boys, which wasn’t necessary. Good news for me, they’ll replace it, but I have to pay for shipping. It would have been a lot easier if Pep Boys just allowed me to exchange it. I had the receipt too!
Lessons and things for Pep Boys. 1) Revisit the Customer Service Handbook. 2) Why offer the rewards card if we’re not being rewarded? 3) Give your long-​time customers the benefit and allow them to exchange products within reason.
Lastly, don’t patronize me by having Joe respond to this review and apologize for my experience followed by asking me to email it Customer Service Center. Damage has been done. That’s why people go on Unilocal.Don’t worry. I’ll probably will be back to buy something like an air freshener or a wrench.