Pep Boys Auto Parts & Service

Reviews 3

TO

Tom Krypa

Unfortunately i have to settle for a 1/5 stars because 1 is the lowest that it goes. Let me make something clear - I AM NEVER GOING TO A PEP BOYS EVER AGAIN! Heres why - I got to pep boys because my heater wasnt working, i needed an oil change, and also it had been a few days that my coolant level kept decreasing. So obviously it was some sort of a leak. So i go there for them to make a diagnosis. Apparently, during the procedure, they also found out that an axle had to be repaired because it was spilling grease everywhere. So i told them to go ahead with replacing it. They did the oil change, they fixed the axle and they told me that they were also going to do a coolant flush because that was the problem with the heater. So i ask them : What was wrong with the coolant then? Why did it keep decreasing? (already thinking that they had found and fixed the problem, since they were going to flush the coolant system out and add new coolant liquid to it). The guys response was : Oh, the coolant is leaking??? THEY ALMOST MADE ME WALK OUT OF THERE, WITH A NON FIXED COOLANT. So basically i would have paid extra to get a coolant flush, while the coolant was still leaking. Very professional so far! ( It gets better). Anyways, i basically pay 500 dollars just for the axle and oil change. Keep in mind that my main concern was the heater not working (about which they said that the COOLANT FLUSH was going to fix it). They found out the problem with the coolant leak, so they didnt do the flush since it would have been pointless. They give me an estimate of how much it would cost to get the part from Volkswagen and have the coolant leak fixed! ( about 600 DOLLARS). So i scheduled another appointment. I arrive at the place at 930 am because i am a college student and i had class later during the day. Without even notifying me, one of the workers said that the mechanic wouldnt come till about 1230. So i basically spend 3 hours there waiting for nothing, because no one told me what time to come when they ordered the part from Volkswagen. Nevertheless...they fixed the coolant. Also did a coolant flush. However, the heater still wasnt working. Apparently, IT WAS NOW A PROBLEM WITH THE HEATER CORE. Anyways, they got done around 6 pm, even though the mechanic came at 1230 and the told me it would be a max of 4 hours of labor. Here comes the best part----THE TOTAL FOR EVERTHING (without the heater fixed) CAME TO ABOUT 815 DOLLARS!! So from 600 dollars, it was now 815! I gave them the paper they handed to me last week, where it was written that the additional cost to fix the coolant leak would be about 600. So i get in a heated conversation with one of their leader mechanic (or whatever he was). I was only prepared to pay what they had told me last week. So what the hell was this $200 extra for?? The guy argued that they also did the coolant flush (which was about 105 dollars). However, this famous flush was supposed to get my heater working, because thats what they told me. You know what the guy says??? "No the flush would not fix your heater". THEN WHY THE HELL DO YOU TELL ME THAT IN THE FIRST PLACE??? They seriously expected me to pay extra for something they told they would do to fix my heater, and it still didnt fix it. Seriously, i was very angry at the moment and the guy tells me : "First of all, DONT RAISE YOUR VOICE AT ME! Like, im sorry what?? Did you seriously say that to a customers whos basically paying you 1200 dollars total to fix his car??? That was one of the most unprofessional discussions ive ever had with someone.. And the last thing...it took them 5 hours or more to get my coolant fixed, when the paper they gave said 3.5 hours. So the guy told me that he was doing me a favor. He could charge me extra since it took more hours than thought...Im sorry buddy, WAS IT MY F****** FAULT THAT IT TOOK YOU THAT LONG?? AND I HAD TO PAY FOR IT???? I am still currently very enraged by the type of service and professionalism that your staff has towards their customers. You wont be getting any of my business or my friends!

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Chris D

I have a 2001 Mercedes with 100k on the odometer that was having severe steering wheel shakes under braking at high speeds. This is usually warped rotors 9 out of 10 times. I work all week and live alone so it is very inconvenient to not have a car during the week. So the weekend service offered by Pep Boys is very convenient. I am about a 20 minute walk from this new pep boys in KOP. I know I have read a lot of negative reports for Pep Boys service in general online but I wanted to give them the benefit of the doubt as this would be convenient for me. I made my appointment online during the week, dropped the car off Saturday morning at 8am and I told the desk clerk it was most likely the rotors. The mechanic happened to overhear me and mentioned that the shaking could also be control arm bushings and hell take a look at those too. They were kind enough to provide me with their phone number, took my phone number and told me they will call me after their diagnosis. I was home by 8:45am and about 9:15am I received a call confirming it was the rotors and that the control arm bushings were fine. I authorized the brake work and they said they would call me when the work was done. They promptly called me just prior to noon to let me know the work was done. I walked back up to the store from home, just took a quick look around the car to confirm that all 4 rotors were indeed replaced. I went inside and was able to pay quickly. I proceeded to take the car out on rt 202 out past the mall on the way to Chesterbrook. I brought it up to about 75-80 to test the brakes and the shake while under braking was completely gone. This was a no-nonsense and well executed and efficient experience by all parties with a good amount of courtesy on behalf of the Pep Boys employees that was greatly appreciated. The wait room was pretty full just after noon when I picked up the car too. Please keep up the good work guys and it will stay that way. I say give the KOP Pep Boys a chance to win your business.

KA

Kat M

This Pep Boys location has been very unresponsive and have young inexperienced staff that think it is good customer service to pretend to be typing on a computer when trying to solve an issue. Several people from our business have come in for their services, and there is almost always an issue. Just a couple examples: We took a truck in to get serviced and it came back missing several caps that go over lug nuts. When we came back to ask where they could be, the staff responded with a condescending tone, stifling laughter, pretended to tap on the keyboard to "look" for them and then pretty much told us to buy new ones. Yes, we know they are cheap, but that was not the point, that was also a very rude and immature response for a service centered company. Then just this past week we bought some parts and the transaction was done on one machine, but a staff member mentioned that we should do the transaction on another machine. We tried to cancel out the first transaction but the staff said to "not worry about it." Lo and behold, the Amex was charged twice. We came back last week to let them know this and our information was taken down and said we will get a call that day about the status. Of course there was no call so we inquired again today. Todd answered and responded that there was a dispute sent, but that they havent heard back, and then pretty much said you just dispute it with Amex. "Trust The Boys To Get You There" is the motto..get you where? NOWHERE. Weve always like Pep Boys and was happy that a place opened up in King of Prussia, but this level of disservice is just horrible.

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