Pep Boys Auto Parts & Service

Address:	919 N Dupont Hwy, Dover, DE 19901, USA
Phone:	+1 302-678-2050
Site:	storelocator.pepboys.com
Rating:	3.1
Working:	8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 9AM–6PM

Location

Photos 94

Reviews 4

David M.

Sub par tire and service center. Purchased 4 tires under a DEAL as advertised and was told it only applied if installed there. Only needed tires, no service and I didnt even get my discount applied. No worries. I bought the tires for my pastor as a gift. He takes them to Tire King to install them. They found one of the tires defective. I talk to store manager who was installing the tires and he told me and showed everything they did (proper tire install procedures) and said it was a defective tire. I go back to Pepboys to get a new tire. They inform me that I will not be able to swap the tire out because it was installed wrong based upon "facts" that "showed" him that it was installed wrong. He and I conversed for several minutes trying to figure out the best game plan because all I want is to get a new tire for my Pastor so he is safe on the road. All Pepboys cared about was not taking heat for "improper" service. So now I go back to Tire King and talk to the store manager and tell them what Pepboys told me, gave him the card of the service manager who denied me a new tire and then they hashed the details out over the phone for nearly 30 minutes. I ended up getting the tire replaced by Pepboys for free (as it should have been from the get go) only because the service manager from Pepboys made a bet with the store manager from Tire King that he could prove it was Tire Kings fault that the tire was unserviceable. Yes, I got a new tire and I can move on with life but my goodness! It is ridiculous that customer service comes down to a cock fight over who can install a tire onto a wheel!! This entire ordeal would have been resolved with Pepboys claiming it was a defect and moving with claiming it with the tire manufacturer. It was only $100!! Why should the customer drive from the South end of Dover to the North End of Dover, back to downtown Dover, to the North End of Dover just to get the tire replaced!?! Thank God I drive a 4 cylinder car cause I drove a stupid amount of miles through lunch hour rush and 4 pm rush hour just to get this mess figured out. Most dissatisfied. I have had only great experience with the parts department and I did not expect this from their service. Tire King will get my service from here on out. They fought for me. They honored me and my military service. Most of all they honored my Pastor who can now drive safely this winter when the road are wet and snowy. ***EDIT*** Today, 2016 Dec 13, I was able to take the defective tire to Pepboys and the Service Manager, Mr. Williams, gladly took the bad tire back again. Yes, this bad tire is the one that was just replaced. He said no charge and he wants to take all the tires off and make sure that they are not damaged as well. If they are, then he would replace them also. This is a good step in the right direction. ***EDIT*** Today, 30 December 2016, the Service Manager gladly greeted me and asked me to bring the other three tires from my car to the bay for checks. These are the last of the tires to be checked/replaced as required depending if they are damaged. One tire had a blown bead. if the other two have damage then he will replace those as well. I am grateful that the over arching attitude through this event has lightened up a lot. This is a rough lesson learned. All in all, it is far better to have the same shop install the tires that are purchased there.

Beth Emerson

Dont fall for the online scheduling of appointment 30 minute oil change guarantee. Both my daughter and I did about a week apart. It took over an hour for each of our cars to get serviced even with letting them know we would be waiting there, which was one of the disclaimers on the 30 minutes. When we mentioned the 30 minute service that it mentioned online we were told (by different people) that we needed to let them know we wanted it done in 30 minutes, this was not mentioned online or posted anyplace or mentioned when we checked in. I was also told synthetic takes longer and has different checks (funny Jiffy Lube can do that check & fill fluids and rotate tires in less than 30 minutes and clean the car) I watched my car tonight get set up by one person and then the oil change was started 40 minutes in by another person after he finished his lunch/dinner. I pointed this out to the person checking me out and he told me the guy was supposed to start my car sooner he gave me a free oil change written on a business card no the coupon like my daughter got. I walked out to my car to find oil above the door handle on the drivers door, on the door to the back seat on the same side and I took a photo and went inside when I found oil finger prints on the inside of the drivers door on the lightly colored fabric..They sent someone out to clean it off however this should have never happened to begin with and my 30 minute service turned into an hour and a half.

Sharena Marvel

Pep boys really let me down today. As I was turning into Acme I hit the curb and slit my tire. I can hear it losing massive air and see it going flat right before my very eyes. Panic mode set in until I looked up and seen pep boys then there was a sigh of relief... Only to last for a moment. I explained my situation to the nice young lady at the service desk and I was told to come back on Tuesday. Tuesday???!!!?? Ummmm, thats not gonna work. She proceeds to apologize and wishes that she could do something for me... So now im back in panic mode... Trying to plead for help stating I just need my tire changed, I have a spare. Please. Again, shes very sorry but they close in 2 hours and theyre booked. I dont even get the option to wait... Just the suggestion to go to Sears, they will help. Really??!!?? Wow. Okay, sure.... I will gladly take my business elsewhere.... I just hope I make it! So I turned to my mother, sister and neice, yes all women, and tell them to pray. We get to Sears and have the best service ever. They were booked too, and they said theyd NEVER turn away a car full of females, especially needing help with a flat tire. So thank you Pep Boys for the excellent referral and thank you Sears for excellent service! And Ill tell you all like pep boys told me "Go to Sears, theyre right down the road".

Florena Berry

The only reason I gave it the one star is because the job was completed. *TERRIBLE CUSTOMER SERVICE* My father was there today for a tire rotation. He did not have an appointment but was told that they could fit him in. He arrived at approximately 8:15AM. Sat there and waited. Checked the status twice and was told that his truck wasnt done yet. At 4:45 PM he finally got frustrated and asked about his truck again.. The manager advised him that his truck had been done for hours!! They claimed that they tried calling his cell but he had it on him the entire time in the waiting with no missed call!! THEY WILL NEVER HAVE TO WORRY ABOUT SERVICING VEHICLES FOR MY FAMILY OR ANYONE ELSE I KNOW!