Pep Boys Auto Parts & Service

Reviews 3

JO

Jonathan McKee

I am not sure if they tried to rip my daughter off or it is just shoddy service. Either way, the refused to make it write. I would beware taking my car there. Please see my email below. Good morning, I would like to file another complaint against the Pep Boys location at 13200 Warwick blvd, Newport News, VA 23602. My daughter brought her car to that location after having it jumped. The man who performed the jumpstart on the vehicle mentioned that it had a decent charge and should have started. She drove it to your business and was told she needed a new battery. No diagnosis was performed, nothing was checked except for the battery. At this point I decided to leave work to check on the proceedings. Upon arrival I was told that the battery was expired (it is from 2011) and that it was the cause. I repeatedly asked to ensure that there was not another issue at hand as the battery had an EXCELLENT charge. The technician assured me again that it was the battery. I was skeptical. Particularly as less than six months ago my truck was diagnosed with having a bad battery. I had it replaced and the next day it turned out to be the alternator. This leads me to believe that the alternator wasn’t checked. This lead to me be stranded after a business meeting an hour away. I had the battery replaced in my daughters car. The next day, yesterday March 1, 2016 my daughter called me from being stranded at school because she could not get the car to start. I left work again to drive down there. As soon as I tried to start the car it was apparent that the issue was the engine not getting enough fuel and sputtering out. The engine turned over fine. It was clearly not the battery. I had my daughter bring her car to you because I am used to experiencing excellent service. I went to Pep Boys and spoke with the manager. After talking with the tech and reviewing the paperwork she offered to replace the old battery back and that maybe they could get the car in to determine the actual problem. I did not find this to be enough giving the lack of professional service and my time wasted. I called in and opened a ticket with your customer service hotline. I was called back reasonably quickly by the store GM. She verified that the above statement is true. She offered to put the old battery back in as well at a cost of more of my time wasted. I suggested that she simply give me the new battery at cost and we part ways without issue. She said that was not possible. I advised her that I would be escalating this case. Long story short, I do not know if this was a deliberate attempt to rip off a young woman (she is 18) with little knowledge about vehicles or shoddy service. Either way, it has cost me a good deal of time and stress. At this point, this location has certainly lost my business. I am strongly considering disputing the charges on the credit card. I would very much like a response higher than the store level.

TR

Traci Crawford

On Feb 25th I sent this feedback to the office manager. "Yesterday I called (for the first time in many years - we have been using the dealership) to see if I could get the oil changed in my husbands truck and Nathan was cheerful and friendly and told me I could come right in which I did with my online coupon in hand. The oil change was quick and well done, but the technician noticed that my inspection sticker was past due by about a month. I asked them to please go ahead and inspect it. Sadly it failed due to brakes. Brakes are important, so I went ahead and agreed to that service.Long story short, my quick and easy oil change progressed to my spending most of the day in the Pep Boys waiting area. I hadnt planned for this, and wasnt thrilled as my days to-do list was very long.Im writing to let you know that Nate handled everything beautifully, was friendly and empathetic about my bill ending up being an order of magnitude more expensive than what I had planned that morning, and that I was extremely pleased with not only the service to my vehicle, but also with the service to me the customer.Please convey my sincerest appreciation to Nathan (Nate on his shirt) as well ad the nice man with the white hair (sorry I didnt get his name- I was exhausted and in a hurry to leave by then!) who handed over the keys at the end of the day for their compassion, friendliness, professionalism, and on running an operation that I plan to return to." What I didnt mention in it was that the reason things took so long was because there was some confusion about which brake parts should be used. I drove away, parked it in the driveway and pretty much havent driven it since (its hubbys vehicle). What I learned recently when using it to teach my son to drive a stick shift is that the brakes have been squealing ever since I had them replaced at Pep Boys. I think hubby mentioned it once when I first brought it home but I assumed that fresh brakes do that until they settle in. So I just called today and made an appointment to bring it in Monday morning. Assuming I get treated the way I was when they initially installed the brakes I fully anticipate keeping this review as excellent. If not, Ill come home and edit - lets hope I wont have to! :)

BL

Blair Lee

So i have a warranty with silverrock and set up an appointment for 12pm showed up at 11:30am to drop my keys off and asked when would they be able to look at my vehicle she replied probably not until 5 or 6pm i looked at the hours and they close at 6 so i asked what was the point of me making my appointment if you couldnt look at it at that time, she said they were busier then expected so im like ok i give her the benefit of the doubt and leave my car with her, I then asked if she could call my warranty companie since obviously she would be keeping it past 8 hours as my warranty only reimberses if the vehicle is kept more than 8 she said she would call in a couple minutes, i go home and around 2 i call my warranty company to see if they had called, they said no so i call pep boys and ask has my car been looked at yet, i already knew it hadny because i was checking my gps periodically, she said there driving it in now, so i decide to go up there and my car is in the same spot, and when i walk in the door she said "they must have closed early on me because i tryed to call and no one answered" however i was just on the phone with them minutes prior to walking in the door expressing my dissatisfaction with the service. So i get my keys from her and let her know i will not be coming back here, this was a completely unprofessional experience in my opinion i was only trying to get into my rental in order to go to work later...

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