Pep Boys Auto Service & Tires

Steve Banach always does an excellent job when working on my car! He doesn't suggest unnecessary repairs and can be trusted! John the manager and Randy run a smooth front end! Love these guys! Thanks! Only place i go for my inspections.

My 1st time at pep Boys for a inspection and im beyond impressed. They gave me a detailed update throughout the process. Even took the time to explain the issue so I felt confident in the work. My car is finally inspected and I HIGHLY RECOMMEND THEM.

Made an appointment online to have my vehicle get AC service at 4:30. Called the shop a few hours before to make sure........ yep the tech on the phone now tells me "they don't do AC service at 4:30 pm you have to leave the vehicle". Could have saved me a lot of time when I made the appointment online SPECIFICALLY NOTING THAT MY AC NEEDED SERVICE and either called or emailed me. Thank you so much for wasting my time.

I want to start by saying there were some positive parts of my experience. The older gentleman on staff was attentive, certainly more attentive than the other employee I interacted with. I genuinely appreciated that. However, there seems to be a deeper issue with staff professionalism and pride in customer service. When I arrived for my appointment, I interacted with Brandon, according to his name tag. He initially ignored me, despite the fact that I had an appointment scheduled and needed to drop off my car before walking to another appointment nearby. During our entire interaction, he was chewing on his fingernail and barely acknowledged me. It was not until the older gentleman pointed out that there was a customer waiting that Brandon looked up and began assisting me. Even then, the service felt minimal and disengaged. In any other setting, I might have described his behavior as antisocial or simply rude. When I returned to pick up my car, the older gentleman was the only one working. After I greeted him, he began assisting me at the desk. The total price was much higher than I had anticipated, which caught me off guard. I calmly expressed my surprise and asked for a breakdown of the charges. After reviewing the bill together, it became clear that it had been rung up incorrectly. I am very grateful that he was willing to review the issue, acknowledge the mistake, and correct it. He apologized multiple times and explained that some newer staff members are still learning the system. I appreciate his honesty and professionalism. That said, I am leaving two stars as a caution to others. I strongly recommend that customers carefully review their bill before paying. Doing so prevented me from being overcharged by $105. In this economy, that is significant. I work as a nurse and take pride in serving my community, yet like many in my profession, I am underpaid relative to the value of the work I provide. If I had not spoken up, I would have lost nearly a third of a day’s wages before taxes. To management, I want to be clear that I do not blame the older gentleman. This appears to be a broader training and leadership issue. There seems to be a lack of consistency in professionalism, accountability, and presentation. Addressing this likely requires investment in training and clearer standards of customer service. I hope leadership recognizes the importance of strengthening both skills and workplace culture so customers can feel confident and respected when doing business here. Edit/addition since Pep Boys replied. I emailed them as requested and filled out a survey they requested and there has been zero reply since the date of the event: March 4th 2026. I’m writing this as of April 25, 2026. I’m still grossed out remembering that guy with all his fingers in his mouth then handling my keys.

I made an appointment for Friday at 4 for an oil change and the following problems but was not able to put in the problems because their website only lets you select one issue/service basically. We arrive at 4 and the gentleman (Randy) behind the counter asks us to come to back tomorrow morning and drop it off. He says he will be there to work on it and wants to put it on the lift to run diagnostics or what have you. We drop it off around 8:30am on Saturday. At 5:30 pm I get a call from a Brandon asking if they can keep it overnight because they had done the oil change but not the diagnostics. Said they will pull it in so it doesn't sit out overnight. Call around 10:25am Sunday and ask for an update. First guy puts me on hold. About 2 minutes later A guy name Randy picks up. I repeat my quere. After looking at the computer for a minute he says he will talk to the technician then call me back. 10 minutes go by and I get a call back. They are just now pulling it in to look at it. If it was pulled in last night, why is it now being pulled in?? Got a message at 10:58 'PEPBOYS: Hey cecelia, Click to view your Complimentary Vehicle Inspection Report (link)' I opened it and never read the customer comments section which said I asked about an oil leak and other issues never mentioned? Seriously what are y'all doing? At 11:30 I called to say I was coming to pick up my car. Then I got a call back asking if I saw the message. I said I did but it mentioned issues I didn't bring up. Randy, said I could come in and look at what he was talking about. And that my car was on 'borrowed time'. I looked at my boyfriend and we both thought it sounded fishy. We take a Lyft back to the shop. We wait about 5 minutes to be acknowledged. Then they put my car back on a lyft. Not sure why it wasn't left on it... We are shown a lot of issues with my car and told I should start looking for a new one. Honestly, with how they were acting I wasn't even going to look I just wanted my car back. But I did see the issues he was talking about and I'm taking his (Randy's) advice. But the customer service needs improvement. Maybe hire one or two people to answer phones, make calls and updates, and cash people out?