Pep Boys Auto Service & Tires

Came in for a new set of tires at the Irondequoit location. Got the car started and finished in good timing. Fantastic job, I love my new tires and the car feels so much better. Shout out to Mike(or was it Marc?🤔 I can't recall for certain, but his name definitely started with an M🤣) at the front desk, very courteous, respectful and knowledgeable. Handled all the business and got people situated very quickly!

I could barely understand Marc, he mumbled the whole time. I called before Memorial Day weekend asking for an appointment to check out my leaky tire. Which I just bought 3 months ago. I’m told they are short staffed (I completely understand that) and won’t be able to fit me in until after the weekend. So we end up agreeing on Tuesday after 4. So I show up Tuesday at 4:20. My car isn’t taken back to inspect until about 5:40. My car is finished around 6:20. Marc calls me up to pay and I asked if he would tell me what was wrong before I pay for work I have no idea about. There was 0 communication. I’m sure I was never entered into the computer when I called Friday so I got treated as a walk in instead of an appointment. I asked if any of the work is covered under warranty since they were new tires. Marc mumbles and I gave up. Paid my $23 for a tire repair and left very disappointed. I usually like Pep Boys. Mike, who I usually speak to is wonderful and great at keeping me informed to what is going on or any hiccups they may have encountered. Marc needs some serious refining with his customer service skills.

Worst experience. I went for an oil change and tire rotation. Oil change was completed, but tire rotation wasn't. I told the front desk person that my tires were not rotated. I knew they were not rotated because I marked my tires. The mechanic who did my so called service was upset, and stated he could not get the lug nuts off the wheels. I stated utilize a braker bar. Front desk assistant said thats a suicide mission for my mechanic and he wont let him do it. I went home loosen the lug nuts off with a breaker bar (less than 15 minutes) and brought my vehicle back up there. The mechanic stated he could not get the lug nuts off still. 🤦🏾‍♂️ 🤔 Marc one the mechanics assisted me (thank you). They were only able to do the passagener side because they stripped the bolt. Next day I bought a universal locking lug nuts removal kit and got the stripped lug nut off in less than a minute with a braker bar. Brought my truck back for them to do the driver side rotation. Marc assisted and was shocked I got the lug nut off. -Damaged wheels -Came in with 20 lug nuts left with only 19 -Bought 2 replacement lug nuts from auto zone -Dirty interior Keep Marc, but the other guys need a retraining. Poor customer service and bad mechanic service and knowledge. Every mechanic should have a braker bar and a universal locking lug nuts removal set. Basic tools.

They were AWESOME!! got me in same day and did the job correctly and in a timely manner. I would most definitely come back to get any work done and the staff was super friendly. Usually as a female it’s a hassle and uncomfortable to go get any work done on my car but this was one of the most positive and pleasant experiences

I'm still in the waiting room, but this is the best place that I have been to, thus far. I made an appointment to get an inspection at a different garage, but they were unable to accommodate me, as I needed a 5 minute calibration on my BPP sensor. I was blatantly lied to about needing to go to a dealership. I then called around to differnt places, but nobody was able to complete a sensor re-learn procedure. That is until I went to Pepboys. I don't even care if I need to wait forever. Mike seemed like an honest dude, and that is difficult to find within the industry. I'll update this if things go south, but I don't see that happening. What's the worst that could happen? Right?(I should leave that part out, but I will not. I have faith)