Pep Boys Auto Service & Tires

I’m honestly beyond frustrated with my experiences at Pep Boys. Most recently, I made an appointment on Tuesday for a tire rotation and flat tire repair scheduled for 6:00 PM today. Around 1:00 PM, while I was at work, I received a call. No voicemail was left. When I called back after work, I was told they couldn’t service my vehicle at 6:00 PM because employees leave at 5:00 PM. If that’s the case, why was I allowed to schedule a 6:00 PM appointment in the first place? Better yet, why wasn’t I notified when I made the appointment, or even the day before? Instead, I found out just a few hours before my scheduled service. The explanation I received was essentially, “The website allows appointments we don’t actually do.” Respectfully, that sounds like a Pep Boys problem, not a customer problem. Unfortunately, this isn’t my first experience wasting time here. Back in August, I brought my vehicle in for an inspection and repairs. Visit #1: I was told I needed four new tires. Fine. I bought four new tires and came back. Visit #2: Suddenly, I needed new front axles. When I asked why that wasn’t identified during the first visit, I was told it had been mentioned. It absolutely had not. Then came Visit #3, where I was informed there was yet another issue preventing the inspection from passing. At that point, getting my vehicle inspected started to feel less like vehicle maintenance and more like a subscription service. Every time I came back, there seemed to be a new requirement. What should have been a straightforward inspection turned into multiple appointments spread across roughly five weeks. I understand repairs can uncover additional issues, but repeatedly sending customers away one problem at a time is not efficient, not professional, and certainly not respectful of anyone’s schedule. The common theme in both situations has been poor communication and a complete disregard for customers’ time. If I make an appointment, I expect the appointment to actually exist. If my vehicle needs repairs, I expect clear communication about everything that needs to be addressed. After multiple frustrating experiences, I’ve lost confidence in this location. I won’t be returning.

They told me I needed an alignment and when I asked what the specifics were on the alignment they admitted they didn’t get it on the lift yet and they suggest alignment every time they sell tires. Also took way too long. After 2 hours I went outside to get some air and my car was already in the parking lot and had the new tires on it. When I went to the front desk I saw my car keys with the work order on the desk with no one seeming to care. 20 minutes later they finally had me checked out. Won’t go back.

Incredibly kind and caring. I don’t know much about cars, but Store Manager Justin took care of me and helped me understand what I needed to know. You won’t find any better than the service here! Highly, highly recommend for anyone in the Albany area in need of some auto help. I’ll be coming back.

Had a really good experience at Pep Boys. The staff was honest, professional, and explained everything clearly before starting the work. They made sure only the necessary repairs were done and the pricing was fair — no overcharging or surprises. It’s hard to find a trustworthy auto shop, but this team made us feel comfortable and taken care of. Thank you for the great service! Highly recommend.

Good service, quick scheduling. Why wait over a month for a scheduled service at a car dealership when you can make an appointment quickly with Pep Boys? I would have waited over a month at a car dealership shop for a part to be installed, Pep Boys installed it in one afternoon. I've always had good service here, they've kept me updated, and explained that when something had to be done vs prepared me for when it could be/should be done.