Pep BoysReviews of pepboys.com

WARNING!!! I took my car to Pep Boys for a flat tire, and during the inspection, I was told my tires were seven years old and needed to be replaced. Based on that recommendation, I agreed to purchase two new tires at $220 each, totaling $440 before taxes and fees. However, when I picked up my vehicle, the tires didn’t appear to be new. At the time, I chose not to question it, trusting the reputation of a well-known company like Pep Boys. Later, I checked the tire manufacturing dates and found they were produced in May 2023. When I contacted the store for clarification, I was told they don’t control what is sold in their location. This response was disappointing and did not address my concern. As a customer, I expected transparency and assurance that I was paying for genuinely new tires. Unfortunately, this experience has left me feeling misled and dissatisfied, as I believe I paid new tire prices for tires that may not meet that expectation.

My last review of this place was 11 years ago. In my review, I noted how they had a bad overall rating and gave 4 stars. A lot has changed. I took my car in for a brake job on 4/8. It was advised that I needed new front pads and rotors, and that a complete brake inspection was done (on my invoice). One month later, I noticed my left front brake was extremely hot, and there was a burning smell. Prior to this, I had noticed some brake noise and slight pull, but did not think of it. I immediately brought it back in. I was told that my caliper was sticking and it would be repaired. That same evening, I called for an update (as they did not follow up) and was told they could not get parts and would not be able to complete for another two days. They ended up completing the work without calling my warranty company for authorization. When I tried to pick up the vehicle, they finally called the warranty company, and my claim was denied as they changed the diagnoses to "failed hose," which should have been done when they replaced my brakes and inspected a month earlier. I finally left with my car three hours later after paying the nearly $600 bill (for the second time). The very next morning, after driving 4 miles, I had smoke billowing out of my brakes. I called the store and was accused by Gloria of "wanting something for free" and she reluctantly covered the tow truck to pick my jeep back up. Later that evening, I called for another follow up (as nobody called me) and was told by Tiffany that it was a defective rotor. She agreed to keep the rotor so I could inspect with Carlos and the tech the following morning when I picked up my jeep. The following morning, I arrived and picked up my Jeep. I asked Carlos to show me the failed rotor with the tech, and he immediately advised that it was NOT the rotor, but rather that the tech did not replace the hoses or complete the actual brake job that they invoiced for. They sent me away with an unsafe vehicle that was never actually repaired, which is a huge safety issue. The shop has since taken zero accountability, and the corporate team is gaslighting me. They have offered a coupon for a future visit, with no real solution for the negligence. As someone that has spent well over $20k with this company, I will no longer be a patron. They need to do better. **Noting I have just received a reply from Pep Boys, which is the same canned response they have sent previously. I have been getting the gaslight treatment by their team for over a week. This is standard " Please take this offline and talk to us in private" kind of reply. Not genuine at all. For Pep Boys Record as they claim they cannot find my case after sending me almost a dozen canned responses. Case #325190

I ordered four new tires with installation online and scheduled a 9:00 AM appointment at Pep Boys. I arrived at 8:55 AM only to find the doors still locked. At 9:00 they finally opened, and the employee at the front desk informed customers that the technicians were late, so no work could begin yet. The first technician didn’t arrive until around 9:15, and nobody working there seemed remotely concerned that he was late for work while customers were already waiting. I left my car and returned later that day when the work was supposedly completed. In the parking lot, I immediately noticed one valve stem was missing a cap. When I went back inside, they handed me a random mismatched cap that barely fit the threads. Shortly after driving away, my tire pressure monitoring system began updating, and one sensor showed “unavailable.” I also noticed one tire was losing air. Because I was rushing to an event at my daughter’s school, I could not return immediately. The next day I brought the car back. To his credit, the employee at the front desk seemed overwhelmed and understaffed, but he genuinely tried to help. While assisting me outside with a diagnostic tool, another employee—presumably his manager—came outside and reprimanded him in front of me for leaving a customer waiting inside. They argued in front of me and even tried to pull me into the disagreement by asking for my opinion on how the situation should have been handled. Completely unprofessional. They eventually discovered they had forgotten to install a tire pressure sensor in one wheel, and the leaking tire had air escaping around the valve stem. While fixing it, another employee informed me that the leak I found (a separate tire from the one with the sensor issue) was caused by a barcode sticker had been left on the tire during installation, preventing a proper seal, so they had to remount the tire. He seemed amused by this mistake. After already making a second trip and spending hours there, I did not find it funny. When they finally finished what they could, they informed me that “Blake” had apparently taken the sensor programming tool home, so I would need to return again in two days when he was working. On my third visit, things somehow got worse. They informed me they had run out of the adhesive wheel weights needed to rebalance the tires and it would take hours for more to arrive. Sensing my frustration, one employee went into the garage and found some loose weights lying around to use instead. After waiting yet again, I was finally handed my keys and told that Blake still could not program the tire sensor and would call me back once he figured out a solution, but he did not know what the exact issue was because he was "out of the loop". It has now been well over a week, and nobody has called. This entire experience was so absurd that I honestly worry people reading this review won’t believe it actually happened, but I assure you every word is true. Beyond the repeated mistakes, what stood out most was the complete lack of pride, professionalism, accountability, or quality control. Nothing was checked before returning the vehicle to me, and every visit uncovered another careless error. The condition of the store itself reflects the same lack of standards and pride. The front area was cluttered with trash, dirty rags, random boxes, and layers of dust and dirt that looked like they hadn’t been cleaned in months. It genuinely appears that nobody from corporate Pep Boys has inspected or managed this location in years. This was easily one of the worst customer service experiences I have ever had.

I had an extremely disappointing and honestly alarming experience at Pep Boys at Plantation. Fl. Yesterday May 13th. I brought my car in for a wheel alignment at 2:30 PM and was told it would be ready around 5:00 PM. I stayed there waiting the entire time. My car was NEVER moved from the exact parking spot where I left it. Around 3:30 PM, I asked for an update and was told my car was “next.” By 4:30 PM, my car was still untouched, so I explained that I needed to pick up my daughter and asked if it would actually be ready by 5:00 PM. The clerk went to the back, came back, and told me: “Your car is ready.” She then proceeded to attempt charge me the $120. The problem? My car had not moved at all. I receive alerts on my phone whenever my car doors are opened, and I had received absolutely nothing. When I pointed this out, she went back again, and later returned saying they had “mixed up the Santa Fe’s” and asked if I could come back the next morning. That is completely unacceptable and incredibly unprofessional. A wheel alignment is not some cosmetic service — it directly affects the safety and handling of a vehicle. Attempting to charge a customer for work that was clearly never performed is serious. It makes me question how many times this has happened to other customers who did not notice. They wasted hours of my time, lied to my face, and completely lost my trust. I will never return.

IF YOU DRIVE A GERMAN CAR, STAY AWAY FROM THIS PLACE. They messed up my oil change on my 14' Passat TSI and when my car broke down immediately after, they wouldn't take responsibility for it. I had it towed back there, they tried to fix it, but the damage was already done. They had their 'specialist' look at it the next day, and he called me coming up with excuses such as "oh you had multiple leaks" (as if those multiple leaks weren't caused by an increase in oil pressure when the filter was put on wrong), "oh your PCV valve was clogged. Mind you I live in Plantation, which is about 80 miles away. No way catastrophic damage like that occurs from a 15 dollar part. And if so, it should have happened when I was driving at high speeds the night before, not AFTER my car was serviced. I've had diagnostics run multiple times through a local shop AND my local VW dealership's service team. No such issue was ever even brought up. Their senior tech, Nick was talking down to me like I was an idiot, so I called customer service, they link me to ths guy named Mike, who concurred with Nick, but offered to have a third party adjuster inspect the vehicle, but could not give me a definitive time for said adjuster to arrive... Since they gave me the runaround with no clear timeline, of action, I towed my car to my usual AAMCO location who also determined that Pep Boys was at fault. Therefore, "Res Ispa Loquitor" applies, and I will be suing these people. This is a travesty, and the fact these people keep insulting my intelligence shows what kind of people operate within this company. My car worked just fine before taking it in, and now no longer works, currently needing a brand new engine. These people took my money, my time, my car, and my livelihood. I will NOT stop until this is rectified. DO NOT GO TO THIS PLACE EVER!!!!

Went to our local store for a front end alignment, the store manager called to tell me I needed a new set of tires. I refused stating my tires were 2025 and fine; just do the alignment. They called stating it was ready, I went to pick up my vehicle. I paid my bill. My wife got in the car; I told her to drive it up the highway, and she called me immediately and said that the car was still pulling to the left even worse than before. We immediately went back to the store. They refused a refund. They refused to drive it again. They refuse to realign it. The store manager got loud with my wife then she got loud. My wife put her hand up in front of her face to tell the store manager to cool it. We just wanted a refund. He slapped her hand out of the way. The police was called to file a report. They were gonna have us trespassed; but after the police showed up they then decided they weren’t gonna do that; but my wife will be furthering her complaint on the harassment ( being slapped from across the counter) by the store manager. We took it to another tire store and they said the front end was a complete mess. It is great now and no it did not need new tires. Total incompetence and unprofessionalism at this Pep Boys location. Stay away!!!!

Took 8 hours past my appointment time to complete a simple tire change. Told me at the end they couldn’t balance my tires right because they lacked equipment, teh charged me more than I was quoted on their website. I left and the car shook badly. Called them a dozen times over a week at the location and main office, never got the vehicle fixed or a refund. Went to another shop, mechanic came out and asked who the hell worked on my tires. Said they had placed more weights on the tires than he’s ever seen and never to go there again. Said it was a dangerous balance job. Pep boys made my vehicle undriveable for over a week, never gave me a refund or paid for my rental car. Lawsuit incoming!

made appointment for 10 AM 2 days earlier for simple free tire rotation (which they promised when i purchased the tires). was told wait would be 1.5 hours. 2 hours later they hadn't even started. why did they tell me to make an appointment? they either over-booked or allowed walk ins to go ahead of me. no reasonable explanation was given except a shrug. i'll never go back.