Pep Boys Auto Parts & Service

993 Middle Country Rd, Lake Grove, NY 11755, USA

Address:	993 Middle Country Rd, Lake Grove, NY 11755, USA
Phone:	+1 631-360-7386
Site:	storelocator.pepboys.com
Rating:	3
Working:	8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 8AM–8PM 9AM–6PM

Location

Photos 61

Reviews 4

Yu Li

Pep Boys Customer Experience on 6/19/2016 – Father’s Day To Who It May Concern We had a very unpleasant customer experience on 6/19/2016 with Pep Boys at 993 Middle Country Road, Lake Grove, NY 11755. We were there about 2 hours. Finally, we filed a police report before we left the workshop there. Sad customer experience #1: - inflated labor hours We paid tow truck and arrived Pep Boys workshop before 9:00am Sunday, 6/19/2016. Our car has only one problem – coolant leaking. We were the first customer. After 30-45 minutes after my car in the workshop, front desk employee came to the waiting room and told us the “start up” cost would be $986.43. We were shocked by this number? We asked him to repeat it again to make sure we heard it right. We also requested him to give the detailed explanation of this “start-up” cost. It was explained as 6 hours labor cost plus parts and tax. 6 hours labor hours to replace the radiator and hoses??? This was way beyond the reasonable charge!!! We asked how they came up with 6 hours. The answer was “by book.” We told This employee that we needed some research. We left Pep Boys, but our car was still in the workshop. Our research indicated it only needs about 2 hours labor to remove and replace the radiator and hoses. We suddenly realized what kind of business service provider we were dealing with and felt so sorry that our car was in the bad hands. We immediately went back to the Pep Boys and told This employee that we were going to pay their evaluation service and leave. Sad customer experience #2: - The battery light was on when we turned on the car engine and ready to leave. Our car was in the workshop for about 1.75 hours. Once we decided to leave, our car was pulled out from the workshop to the parking lot. We got into our car and turned on the engine and noticed the battery warning light was on. We immediately went back to the service desk and asked what happened to the battery because we did not have any problem with battery when we came to Pep Boys this morning. I was with AAA tow truck driver all the time and he turned on the engine a couple of times, and the battery signal never lighted. Also we had never heard This employee mention the battery issue in the entire time we were there. We came with one problem (coolant leaking), but left with two problems (coolant leaking plus battery warning). We felt so sorry for such fraud business attitude. We wanted to talk to the service manager. This employee said he is the manager. It is very strange that in this Store, the customer’s voice cannot be heard. Finally, we called 911 and filed the complaint. We obtained report CC number. We had more unpleasant customer experience with specific employee at this location on this day, but let us stop here. What we would like to say is the following: You can only win the business after you win the trust from customers.

Joseph Persico

I had a horrible experience for several reasons. My first complaint is that they advertise for a "30 minute oil change" but it took them exactly 56 minutes to change my cars oil, which is nearly 5 minutes short of an hour and nearly twice the time it takes as they originally claim; Especially when I was the only customer in the entire store on a Monday at 12 oclock in the afternoon. My second complaint is that the employees are extremely immature and are careless when working on other peoples cars. For example one mechanic was smoking an e-cigarette while blowing the smoke underneath my car to make it appear as if the engine was smoking, then they were blowing smoke into the draws of the toolbox and then closing the draws and reopening them to watch the smoke pour out. Several employees were standing around and watching this take place while others smoked actual cigarettes in the garage, which know is illegal considering your surrounded by highly combustible fluids. This is all taking place while my car is supposed to be getting a "30 minute oil change". Another complaint I have is my mechanic not only wrote down my car information on the wrong car slip but he also wrote down the mileage so illegibly that I could not read the numbers. My final and major complaint is that the technician who worked on my car DID NOT properly close my hood. Hours later, when I left the shop I was driving west bound on the LIE traveling approximately 65 miles per hour when I noticed my hood was not close properly. Had I not noticed or increase my speed the hood would have flown open and I would have been blinded and easily would have got into a car accident and potentially lost my life all because of ignorance. I highly question their management, safety standards, and license to be operating on a car. I will never return or recommend Pep Boys of Lake Grove because of this horrible experience. I wish 0 Stars was an option. To any manager or supervisor reading this review who thinks this is made up or lacking substance please review the video footage from September 19, 2016 from 12:45pm to 1:45pm.

Anonymous User

I also wish i could give this place no stars. Terrible service. Went in for an oil change and waited an hour and a half! Ad says 29min oil change! I asked them about the ad and they said it was if there was no one ahead of you on the line, hence if no one else was in the shop! Well DUH! I dont how there are even positive reviews on here. After an hour and half, i finally got my oil change, only to get my car back and find car grease hand prints all over my driver side door! I have a cream fabric interior! All the guy did was use some interior cleaner and tried to get it out. Now i have a lighter but bigger blotted oil grease stains! The service people are retarded, half of them stand around doing nothing and walk as slow as turtles. Constantly smoking cigarettes and just chit chatting with each other. They absolutely do not care about their job or customer service. Another guy i spoke to said he was waiting 4 hours for 4 tires, he only did it because the 4th tire was free. An hour a tire? An hour and a half for an oil change? Are you kidding me. Absolutely incompetent and lazy. STAY AWAY! and i went in on a tuesday afternoon..just unbelievable. I am never going near that place again and i hope future customers read this and stay the hell away from that dump. On a side note, the 5 star review below is written by a "young woman" so Im not surprised that the smoking grease guys at the shop gave her a little more attention.

Deborah Wong

If you get anything out of this review, it is that YOU SHOULD NOT, BY ANY MEANS, GO TO THIS PEP BOYS. I wish I could give this business ZERO stars but unfortunately, the lowest rating is one star. I had a tire that was almost flat, so I called pep boys a few days in advance to be absolutely sure that they could change my tire for me since it was a run flat tire. I confirmed this TWICE, with two different employees that they could do it since I would supply the tire. I made an appointment for 10:30 in the morning, but when I got there at 10:30, they told me that they were backed up and would not be able to even look at my car until around 12:00. I totally understand that things do not always go as planned and that things get backed up, but I wish somebody had called to let me know first. My tire was nearly flat and couldnt go for many more miles. They called me at 1:30 to tell me that they could not switch the tire because it was a run flat tire. They have completely wasted a few hours of my life AND they were rude about it over the phone. This business does not care about the customers, and I would not suggest trusting your car to these people. I dont get how they get backed up when they dont have business in the first place??