Pep Boys Auto Parts & Service

We had a tire blowout on our BMW on Sunday night driving into town from Texas and had to have our tires replaced, Melody, Mathew, Jose and David (who worked on our car) were unbelievably kind, welcoming and not only did they stay an hour past their closing time but they also recommended tons of places for us to go eat ! Specially Melody, that girl is awesome! These people went out of their way to find our tires and stay late to fix them, all the while making us feel comfortable and welcome!

The service department experience started out shockingly unacceptable but ended with extremely satisfactory results.
Made an appointment on the phone for 3:30 to have my girlfriends car tires rotated and two tires patched because of imbedded nails. Was standing at the service department counter at exactly 3:30. Decided to have them change the oil as well and replace the front and back windshield wipers. The service rep was extremely friendly and said it would be no problem adding the oil change and replacing the wipers. I went and grabbed the wipers and handed them to the service rep which were added to the invoice. Asked for a ball park estimated time of completion and was told 2 hours. Confirmed they had my girlfriends cell number in case they finished sooner because we decided to walk around old town instead of sitting in the waiting area for approximately 2 hours.
So to make a 4 hour story short, yes I said 4 hours to rotate 4 tires, patch 3 nail holes on 2 tires, change the oil and replace 3 wiper blades even though we had an appointment and were there exactly on time.
Without going into long detail of what the issues were, here is a paraphrased list…
Car wasn’t looked at until 2 hours after drop off.
No one called us to give us the option of returning later knowing they were running two hours behind.
Were supposed to patch a tire and ended up rotating the tires, which took them 35 minutes to accomplish, without patching it because after I confirmed with a service rep to patch the tire they didn’t pass that information on to the mechanic who was standing 10 feet away.
After already waiting 4 hours for what should have been a 1 ½ hour or maximum 2 hour job they pull the car out of the service bay and tell us they’re finished. I decide to ask a stupid question and say «So they also put the wiper blades on right?» Nope of course they didn’t, not only did they not put them on after delaying us for 2 hours, they had somehow gotten misplaced even though I had personally gone into the store, grabbed them off the rack and handed them to the service rep that checked us in. Not to mention the fact the 3 blades were clearly on the invoice.
This entire issue comes down to one thing and one thing only… A huge lack of communication between their employees in the service department with each other and their customers.
Now here’s the things they did correctly and at times exceptional and well above my expectations…
All the employees and I mean all 9 we had contact with were extremely nice and understanding of our displeasures.
Both the service manger and store manager not one time threw a single excuse our way and took full responsibility for their mistakes.
Both managers compensated us beyond our expectations and we left very happy and satisfied customers that will return in the future.
I gave them a 3 star rating however based on the fact the two hour delay is completely unacceptable which would have given them a one star rating only because you have to leave at least one star. But the way they resolved the issue gave them a 3 star rating.
I certainly hope they will learn from the mistakes that resulted in the two hour delay and make the necessary changes to prevent future repeated mistakes. They genuinely all showed a real concern and desire to improve the flaws shown in their service department.

Came here for a dead battery, they got the job done in 40 minutes. Made an appointment online earlier in the day, but they couldn’t find it in the system. Never the less, they were able to take me right away.
Descent customer service, however battery prices were on the high side. Lastly, they don’t honor all the coupons they promote. Lots of ads to encourage customers to sign up for mobile coupons, yet they didn’t honor any of them at check out. Not cool.

Today I went at 5:00 p.m. because the rear breaks were making a noise. The place was pretty much empty. The Service Adviser Jose said that he didn’t have anyone to check on it and that I could leave it there overnight and have it checked tomorrow. I told him that I needed the car before noon because of my son’s Doctor’s appointment. He couldn’t even guaranteed that and he needed to know if he had the parts. It was simply a cock and bull story for me to leave the car or bring it the following day so it can sit there the entire day before someone touches it. I usually take my cars for repairs at PepBoys but lately the experience has been the same when they are busy and where there aren’t busy at all like today. I went across the street to Firestone at 5:20 by 6:00 they knew what the problem was and replace the rear breaks and rotors by closing time at 7:00 a.m. I’ll say that I probably paid a little more than PepBoys but the convenience and the fast service given was worth the extra cost. I think that I am going to start taking my cars somewhere else for service and repairs. Customer service has gone down the drain and these service advisers sometimes treat you like they are doing you a favor. I mean it only took Firestone an hour to get my car up and running in the meantime, with PepBoys it was like we don’t have time for you at 5:00 p.m. with all the bays open or you could leave here or bring it the following day and will look at it tomorrow at our convenience. Me think not. This wasn’t a exotic car but a pretty straight forward 2006 Ford Expedition so is not like the parts are not available. It was because these lazy bums were pretty much calling it a day, at 5:00, although they close at 8pm. I told the service advisor Jose that I was taking the car across the street to Firestone and he didn’t even care.

I had a similar experience as the other reviewers. I had run over a HUGE bolt on the 134 and needed a plug. I went there, and all the bays were open but the shop itself was dead. It was about 45 minutes before it closed.
I told the guy my situation. He had his jacket on and seemed like he wanted to get out of there. He said «We’re all booked up for the night.» There was one other car and it wasn’t even in the bay.
Never going back to this place. Firestone is across the street and they’re much more friendly. I told the mechanic at Firestone what the man from Pep Boys said. He shook his head and laughed «They say that crap at 4:00pm»

I have been going to this Pep Boys for approximately five or six years for all of my oil changes and car maintenance. I always have friendly and helpful service from the service center, which is why I continue to be a returning customer. This winter, I was making a trip to Big Bear and learned I needed chains for my tires, which I had no experience with before. Moe, who works in the store, helped me find the right chains for my car and gave me some advice about how to use them. He exceeded expectations with his help and gave service with a smile. I walked out of the store very pleased and more confident about my purchase! Thank you, Moe! =)

I called the locations two times to make sure the part I needed was available. The rep confirmed two parts were available. When I went in spoke to the same person and he informs me the item is not available and would not of been in store as it was a special item order only and pointed to what was on his screen Interesting that he used the same computer when I called in to ask for the part and was told it was available. Drove to the store and wasted my time, seriously can’t trust for accurate information when you call in can’t imagine accurate on other things. Don’t recommend this location

The reviews that I’m reading here about «not keeping up with appointments» is at an all time high… To the PepBoys corporate money hungry felines: Don’t even try to offer appointments on-​line If your people can’t keep a promise at all… I scheduled an appointment ahead of time for steering/​Brake oil flush and they (PepBoys personnel’s) stated that «we have around five guys ahead of you» despite there were no customer at 9 AM on a Sunday morning… I had flush my oils in the past with PepBoys despite my engine may have a small leak of oil, but never was an issue in the past, but now «We can’t flush It because the labor for engine removal could cost more and your oil is leaking a lot» (Even though Its a lie to the highest order) and all kinds of bulls**t.
After a long time customer, I’ll take my car service elsewhere!!!

I was told that I had to get both my rear cylinders replaced ($ 216.00 + $ 33.42 + $ 33.42 = $ 282.84) and that my rear brake light bulb was out ($ 16.47). I became suspicious when they told me about the rear brake light because I can see the reflection of my brake lights on the wall when I back into my parking space at work and it had been fine.
I got a second opinion, they told me my rear brake wheel cylinders were both perfectly fine, and that it looked as if someone had unscrewed my light bulb on the rear brake light. I don’t know how to get to my rear brake bulb, and deductions lead me to think Pep Boys just wanted to squeeze a few more bucks out of me.
Never going back. If you go, and they tell you something is wrong with your car, I suggest getting a second opinion before getting anything done here. There are other places that won’t fleece you of your money.

These guys always take care of me and all of my auto part needs. Mario and Melody were super friendly and knowledgable. I highly recommend them!

I have been here as a steady customer for a long time, but this year was a nightmare. Bad front brake installation, fixed for free but worrisome. Same job involved improper belt installation resulting in yet another visit. They were polite, but did not really acknowledge how shoddy the work was accross the board. Not first time either. They ordered wrong radiator resulting in a major delay.

Mario the Sales Manager took care of my husband and I like we were rockstars. Never have I experienced such great customer service. We came in to check on our car battery as we were having an issue starting our car this morning… he ran all the necessary tests and gave us our options. Still even having to get a new battery we walked out with big smiles. Never once did he try to sell us something we didn’t need or push us off on another sales person. Mario’s the reason I will be recomending this particular Pep Boys, even if we have one closer to home.

I last minute came in to purchase brake-​light replacements as I had just gotten pulled over by Mr. 5 – 0. They switched out the new bulbs for me for free! Thank you SO much, you definitely have a customer in me!

Boo. I made an appointment for this place to give me an oil change and a smog check. I arrived 15 minutes early, just in case. They didn’t have any of the appointment info, so I had to fill everything out again. Plus, they claimed there were «appointments ahead of me» so I would have to wait an hour or more for my oil change. :(When I pointed out that I wanted a smog check too, they said they didn’t do that. I then had to point to the sign on their wall providing the fees for smog checking. Then he explained they have the equipment, but not the guy to run the test. WHAT??? There were two other ladies there, one said she had been waiting over 3 hours for a blown tire! WOW. I grabbed my keys and high-​tailed it to Jiffy Lube and Pasadena Test Only & Smog Check (see reviews).

This place is a joke:
— Pepboys offers appointments thru their Web Site for their locations. I have done it twice and each time, I get something like «oh, there is 3 people in front of you, it’ll take approximately 3 hours.» Either they do not know what appointment means or they are trying to «Bate and Switch» — I’ll leave the conclusion to you.
— Although you bring a coupon in with a clear price, they refuse to tell you how much it’ll cost in the end. You will have to sign an estimate that is much higher. When I discussed that with the manager, he told me «don’t worry about it». Well, I told him to just overwrite the estimate and put a specific price on it and «not to worry about it». He got mad naturally, but did it. I left the car with a funny feeling.
When I picked it up, naturally, they did want to change me higher than his overwrite — luckily I insisted before and a had a good base to fight for the promised price!

Everyone I encountered at this service center was very friendly. I had no problem finding what I needed and additionally, Joel was incredibly helpful in jump starting my car a few blocks down the road. Would recommend coming here!

Run from this store.
And especially «Noemy»
Condescending, mean to customers Who don’t understand her explanations (not me, observed with others.) Lied about whether or not vehicle was ready or had been worked on (was accidentally exposed by a coworker who said a car and never been looked at – she said they couldn’t find the problem.)
Does not understand the concept of Pep Boys service.
We have previously not only been pleased with the service here, but ecstatic; this single service writer means we cannot trust this store.
We have been 15 year customers, but no more.

3 stars are just for the coupon the offer for synthetic oil change which is about 52 $ (incl. tax).
The service is mediocre. But I was quite surprised when after «complimentary» inspection I was told that the cabin air filter has to be replaced. When I said that I had replaced it by myself a couple of months ago the employee told me that it is dirty and dusty. Plus, they recommended a lot of other services which would cost me around 350 $.
So, I kindly rejected their suggestion. When I got home I checked the condition of the cabin filter. It looked almost like a new one. So, these guys are a lil bit too worrisome about your car.
I don’t know if it’s everywhere or not because this is my first time that I go to a car service center.

Between Victor and Stephen, I am always happy and satisifed with my visits here. Car repairs are never fun but these two gentlemen makes it as painless as possible. They are both very thorough and patient with any and all questions. They kind while remaining very professional. Prompt and courteous service.
Victor and Stephen are definitely an asset to the Pep Boys company! Thank you gentlemen! !

Worst experience ever with huge disappointment
I went to a pepboys pasadena branch to get engine oil changed.
I usally check the procedure from the begining to the end, but I was on a phone call and could not see they lifting the car.
And I found out they jacked the car up wrong…
The jack up bar was touching the side skirts and they were bent because of the pressure.
I complained to one of the guy and he said he will call the manager to talk about it.
But the thing that shocked me the most was what he told me about it.
He said it is normal to be like that, which was obviously not, and also pointed the lifted car next to it and said all the cars are lifted that way.
He just said that side parts are made of plastic and supposed to bend and should come back to its original shape within an hour, or a day.
He is partially right that the side skirts are made of elastic plastic and can endure certain amount of pressure… but the way they jacking up the care is still so wrong!
And most importantly, and most annoyingly, it did damage on the paint of the parts and made a dent on one side.
PLEASE DO NOT TAKE YOUR CAR TO THE GUYS WHO DO NOT KNOW HOW TO LIFT CARS RIGHT !!!