Pep Boys Auto Parts & Service

Reviews 3

AL

Alexis Maurice

I dropped my 2001 Ford Explorer off at this location on 5/26/16 for a tune-up. Before dropping it off, I spoke with an agent who assured me I would have my vehicle no later than 12noon the next day, 5/27/16. I stressed the importance of having my truck back by that time bc I was going to Charleston, SC for the holiday. He said they would start before leaving Thursday night bc they had availability, & finish first thing Friday. Noon on Friday came & my truck was not ready. I had to call the store to find out what was going on, & to my surprise they hadn’t even started. Since I had to be in SC by a certain time & I had other people riding with me, I had an unexpected expense of renting a car bc my was not ready as promised. Hours later Darren called advising when they went to get my truck, it was sitting in puddle of coolant; which indicated I had radiator issues. Mind you I never had an issue with my radiator leading up to me dropping my truck - no overheating, air-condition was working fine, & no leakage or smell of a radiator fluid prior to the drop off. Darren called later that day or the next morning advising my radiator needed replacement. He didn’t have the radiator in stock, but it was available at another store in Marietta & could have it delivered & installed. I instructed him to fix the radiator & I would schedule the tune-up for another time. He said it would be ready on Monday. I kept calling on Monday for an update but was placed on hold. Around 2pm I went up there to see what was going on but there was no update bc they couldn’t find my paperwork. It wanted my service completed bc I was leaving to go out the country from May 30th – June 16th. After waiting 20 mins, I left the store bc I had to get to the airport. I asked the agent at the store to have Darren or the manager call me. Darren & I did not touch base until later that week; I had to call him. Darren told me in order to have my radiator replaced I needed to have my A/C recharged; which made no sense. I’ve replaced radiators on other cars before & I’ve never heard of recharging the A/C. He informed me my total would be over $900. I received an email from Pep Boys that my vehicle was finally ready on 6/6/16 - 11 days later. I arrived at the store on 6/17/16. Darren told me to meet him at the register to checkout. I waited 20 minutes only to find out they lost my car key! Darren never came to tell me he lost my keys; he sent over a black guy. Never dealt with the black guy at all during this process. Darren didn’t have the decency to come over & tell me himself. The black guy told me they could either call a locksmith to have another key made or if I have a spare key, they can make a copy. I had to catch an UBER back to my house, get the spare key, & bring it back; it took another 15 mins for Darren to figure out how to make the key. He went to pull my truck to the front only to tell me the key he made only opens my door; it won’t crank my truck bc my key has some type of sensor that can’t be duplicated. Darren advised me to go to Home Depot or the dealership to get the key made, pay for it, bring the receipt back, & he will see about getting me reimbursed. I paid for my truck & left. I had a 15% off coupon for Father’s Day (that saved me $150.73), along with some rewards cards ($30), which reduced my total to $794.44. Mind you I had another rewards card for $25 that expired waiting for my truck to be fixed that I could have used. Do you think Darren or the manager offered to take anything off my bill for the inconvenience of my truck not being ready as promised, having to rent a car bc my car was not ready as promised, UBER rides to the location several times, my lost key, my time, etc? Nothing. They only offered their “sincerest apology."

A

Anonymous User

The story starts with walmart service BREAKING a wheel due to operator error on a Korgi tire dismounting machine. This happened late on a friday on my 2006 BMW 3 series. So I called PEPboys because they were the only people in town still open. I paid $100 to have my car towed there and had a friend drive 75 miles each way to retrieve my full size spare and a used spare tire from my home. The tire was a like new Continental runflat with 8/32s tread depth. The wheel was a full size oem 16 inch wheel that I had purchased to use as a full size spare because this model BMW doesnt comne with a spare at all. The car did not arrive at pepboys on the Friday night before closing. I was forced to get a hotel room. The following Saturday pepboys informs me that " They do not mount used tires". This was not a used/damaged/worn out/low tread depth tire. This was a NEW take off Continental that was my full size spare. The tire had been rotated off the car a few months earlier. It had less than 5000 miles on the spare wheel and tire. I asked them why would they not mount or dismount a used tire. They said they would rotate/balance/dismount/mount and even repair used tires. But they would not mount a new take off tire to my full sized spare so that I could get home. Utter nonsense. This cause me to have to get a cab, go and buy a jack, 1/2 inch drive pull handle, socket and extention from another autoparts store. Remove the tire in the parkign lot. Pay anothe rcab to take me and my wheel and tire to another tire store down the street and have them mount and balance it. UNBELIEVABLE!!!!! I guess my mistake was not keeping my full size spare in the trunk. I guess my mistake was not making sure that my full size spare was mounted and balanced and waiting at home. But one would think that if you have runflat tires, that negates any need to haul around 50 lb worth of wheel in tire in a truck with no designated area for that full sized spare. Total cost of the Walmart/Pepboys tire fiasco weekend? Just over $800. Wheel/jack/cab/rentalcar/cab/tow/hotel Lessons learned: AVOID walmart serive centers at ALL COST. AVOID pepboys. You get what you pay for in the Automotive service industry!!!

JA

Jaclyn Carew

Absolutely horrible business! Their service center and customer service are all terrible. No one knows what is going on there and they just let you sit there waiting forever with no update. I called before I left work (early!) at 3:45pm to ask if my car would be seen before they close at 7 and was told yes, bring it in. 45 min of sitting in traffic before I made it there and checked my car in. I sat for an hour waiting to have a diagnostic test and oil change completed. After waiting that long I went to ask for an update just to see my car had never left the parking lot. When asked why my car hadnt been looked at and how much longer it would be, no one knew. I was told then that there was a car before mine that is taking longer than expected. I completely understand this can happen but why would no one tell you! So there I sat for an hour just to be told that it was unsure if my car would be looked at before they close. Then the lady started to ask me to just leave my car! You have got to be kidding me!! You try to get as many people to come to the store as possible even though you CLEARLY CANNOT handle the business and in turn end up providing horrible customer service with ridiculous, false promises. These problems are unfortunately not just this locations problem. It seems as though its an entire Pep Boys issue as I have had the same bad communication and ridiculously slow service at another store in the area. Guess I should have learned my lesson after the first bad experience but hey, you dont expect every location in a company to be terrible. Maybe its a training issue or a lack of staff but whatever it is, Pep Boys, this should be solved. This is a terrible business model, if you can call it that. Id rather be told "sorry, we are really backed up today and wont be able to look at your car" then I could make arrangements to bring it a different day/time instead of wasting my time.

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