Pep Boys

La El

★☆☆☆☆

4 months ago

This was one of the worst customer service experience ever. I came in for my appointment; the store was open & no one in the lobby to assistance. There were several people standing around not sure were the workers. After 15 minutes; we spotted the guys in the back/shop. They were hiding. They dismissed everyone stating the Manager was not on the premises yet & could not assist anyone at this time. This was at store opening time. After waiting 2 hours; the Manager come out and state; sorry the company made an error. My tires was not on the premises. This is OUTRAGEOUS. This could have been avoided; I would have come back later; if he had informed me upfront. Instead he had me sit for 2 hours; before notifying the customer. Stating the truck will be at the location in 20 minutes. I waited 3 more hours before the truck arrived. (now at this appointment 5 hours - to install tires). The Manager & workers were rude, argumentative, & unprofessional. The Manager should not be in this position. He showed no empathy to the fail customer service provided. I had paid in advance; so after 4 hours; I asked for a refund; since no one could assist on were the truck was with the tires. The Manager refused to refund my payment. I wanted to leave from this horrible experience. He argued with me in front of several customers. Showed no empathy to this customer service failure on his part. I will never do business with this shop or company. The Manager & workers should all be replaced. The Manager allowed the workers to argue back & forth with the customer (again OUTRAGEOUS). They have no skills relating to customer service. Note, I normally do not participate in surveys. I thought it was important EVERYONE know what is going on at this location. I know my remarks will fall on deaf ear. I will on my own; spread the word never to use this shop or company (PEP BOYS/JUST BRAKES) for service. Horrible Manager & workers.

Jarrett Morgan

★☆☆☆☆

4 months ago

Would give them zero stars if possible. Appointment was at 1pm. I left at 3:30 and took my tires with me. I’ve never seen such disorganization. One person working and three others yelling/arguing. One lady waiting with me had been there 4.5 hours without her tires being changed. DO NOT GO HERE.

Foe Hill

★★★★★

2 months ago

The staff was knowledgeable and efficient. I was from out of town, had my Lexus towed due to a flat tire and flat spare. They were very helpful and I was out in less than an hr inspite of not having an appointment.

Danielle Thompson

★★★★★

6 months ago

My review is for "D" who helped me yesterday. She was working the front desk and helped me out tremendously with my flat tire issue. She was incredibly helpful, courteous, and friendly. As a woman, I avoid auto repair places like the plague. I do not know a lot about cars and I always feel like the service at these places is poor, or they're trying to sell me something, and I don't always know who to trust. "D" went above and beyond to help me out and explain things in a way that was informative. She handled my oil change and also gave me a quote on getting new tires. Everything was done in a super organized and efficient way.

Teaccupp Teaccupp

★★☆☆☆

2 weeks ago

There’s no point in booking an appointment because when you get there there’s no guarantee that you won’t have to leave the car or even be seen by a technician until hours and hours later. Save yourself some time… unless you have time to waste.

Adrianne

★★★★★

5 months ago

Staff was super friendly! Dee, was the rep at the front desk for my visit today and she was just as pleasant as she is pretty :) The guys are very pleasant as well. Max was nice enough to fill my tire with air after giving me an oil change and noticing it was low!!! This will be the only location I go to moving forward! 5 stars for them :)

Juliet Sanchez

★★★★★

5 months ago

I walked in the day before for a walk in oil change, unfortunately it was too late so I was booked the day after. Although parking was tight, I was able to find a spot and I was helped right away. Everyone there was courteous and kind. They seemed pretty busy, but my car was taken care of in a decent amount of time. Overall, kind people, good service and a great place to service your car.

Olivia Raples

★☆☆☆☆

7 months ago

Brought my car here for my tire to be patched. Was told it was not recommended to patch the tire due to where the screw was located on the tread and that I needed a brand new tire. Nice pep boys, taking advantage of females!! 👍🏻 This was 100% false as I’ve had tires patched before in similar locations on the tread. Took my car down the street to Kingray Used Tires- who told me pep boys lied and it could be patched where it was located. 10/10 recommend them!

Brandon Eshleman

★☆☆☆☆

3 months ago

I was very disappointed In the service I received at this location. I had a aftermarket headlight assembly installed at a different pep boys location that stopped working after 24 hours. I called this location and was told they would be able to repair the issue as soon as their headlight specialist was back from vacation. On the day of the appointment I took my car in, explained the issue to the technician, left my vehicle, and headed back home. After four hours, I still had not heard anything from the shop. I called for an update and was told that they were unable to do anything with the vehicle because Pep Boys only recommends OEM parts. According to the person answering the phone, the technician refused to take a look at the headlight assembly because it wasn't OEM. I explained how just a few days before I had called their location and spoken to someone who was confident, they could resolve my issue and get the headlight working again. She apologized and once again said they were unable to help me any further. I asked why they had not reached out to me in the four hours prior to me calling and She did not give a response. When I arrived at the shop, I was hastily handed my keys, I asked where my vehicle was, the technician pointed to the parking lot, but gave no indication as to where it the parking lot my car actually was. I found my car, behind the location with grease smudged on the passenger front fender/front bumper, my hood was partially latched, and the weather stripping in front of the headlight was not properly reinstalled. As a result of the horrible service and misinformation I received, it goes without saying that that this will be the last time I do business with Pep Boys.

Jon-The' Houston

★★☆☆☆

3 months ago

Short Version: Staff was friendly, but communication could have been much better. The online and in-store systems don’t seem to sync properly, which led to delays and confusion. Long Version: I looked up tires on Monday and decided to go with Pep Boys. The online system had me enter my information and select four tires, showing they would be available by Thursday. I scheduled an appointment for that morning and received an email confirmation with my tires, time slot, and even a tracker to monitor progress. When I arrived, I mentioned I had an appointment, but the technician still asked for details that should have already been in the system. Not a major issue, but it did raise a red flag. I was told the job would take about two hours. About an hour later, I received a call saying the tires I ordered weren’t in stock. They offered to order a different set, and I agreed. The new estimated completion time was around 2 PM. When I called for an update, I was told there was a delay and the tires wouldn’t arrive until 5 PM. They said they’d call me when the work was done. Unfortunately, 5 PM came and went—then 7 PM (closing time)—with no call or update. When I called the next morning, I was told there had been another delay but that work was finally underway. My car was ready around 11 AM the next day. I understand delays happen, but communication is key—especially for customers relying on a single vehicle for daily needs. Clear, proactive updates would go a long way toward improving the overall experience.

Gunz The Guru

★★★★★

3 months ago

I stopped here minutes after my tire suddenly started to quickly lose air. Brandon and the crew took care of me immediately when I explained it’s my daughter’s birthday and I was super short on time. They guys were all professional and courteous and got me back on the road and on the way to my daughter’s birthday brunch right away. I’m soooo grateful. Great work guys!

Jamira Bradley

★☆☆☆☆

Edited 2 months ago

UPDATE ‼️ DO NOT RECOMMEND — SCAMMING AUTO SHOP (NO REAL LOCATION) To follow up on my previous review (see below): no one ever contacted me after I was told a field manager would reach out. That alone was a red flag, but what followed confirmed this place is a scam. After they “repaired” my catalytic converter and O2 sensor, I began experiencing the same exact issues as before—engine power reduced, inability to accelerate, and the car stalling. I took my vehicle to Pep Boys in Union City for a diagnostic, which returned several issues. I had two of them repaired elsewhere (thermostat and purge valve). The check engine light was cleared, but within hours it came back on. I then had the code checked at AutoZone and O’Reilly’s, and it pointed back to the O2 sensor. When I returned to Pep Boys, they ran a free diagnostic and told me something completely different than the diagnostic I had just paid for. I was told it wasn’t the O2 sensor they replaced, but the O2 sensor connected to the second catalytic converter in the rear—and that I also needed a gas cap. At that point, I was completely done with the runaround. I went back to the original auto shop and simply asked if they could take a look to see if they noticed anything obvious. Turns out, I need a flex pipe—which is located directly in front of the O2 sensor. Because it’s damaged, it’s triggering the O2 sensor code. So either: • I was lied to • They don’t know what they’re doing • Or they simply didn’t care Because there is no way this wasn’t visible when they performed the original repair. To make matters worse, they had the nerve to quote me over $800 to fix it. Absolutely ridiculous. If it weren’t for mechanics who actually care and take the time to properly diagnose vehicles, I would still be wasting money here. And let me not forget—when I initially raised concerns, I was told that if the O2 sensor needed replacement again, it would have to be ordered from the dealership instead of Pep Boys’ warehouse, and I would be responsible for paying the difference. Please save yourself the stress, time, and money and do not go anywhere near this shop. Brought my car to be serviced for a replacement catalytic converter and sensor issues. I was told the vehicle would be ready between 3-4pm after dropping it off around 10:30am. At 3:45 i gave the store a call to check the status and was advised that they had to “spray bolts that were rusted so they could take them off without breaking them”. I was understanding, although an update would have been nice. I was then told the car should be ready by 6:00-6:30 pm and would be given a call. At 7:02, I gave the store a call as no one reached out to me and also my appointment tracker still was in the appointment scheduled status and the pick up time was 7:15pm. After I called I was placed on hold for at least 6 min before the call was disconnected. Of course when I called back the store was closed and I do not know the status of my car after being told it would be ready today. I haven’t even gotten my car back and the lack of communication during the process is concerning. I shouldve read the reviews for this store. The store in Austell was great! That is where i got the diagnostics done. I should have went back to them. I’ll follow up with an update once my car is picked up.

Essence Vinson

★★★☆☆

2 months ago

I was told my brakes and rotor service would be done in an hour and ended up being there 5 hours. They gave minimal details on what was actually happening. For example, I wasn’t told that what was taking so long was waiting on parts until I had already been there 4.5 hours. They received parts that were wrong and had to order different parts. No one gave me that update until I reached peak frustration. Also, while I was there, two people were given updates that their cars were ready and came in to their cars not being ready. Finally, there was miscommunication about my wheel lock replacement. One person promised to replace them for free but when I called to come in for that they said they wouldn’t do it. I’m not sure if it was the day or what, but the communication was lacking tremendously. I gave them three stars because I got a small discount for the wait.

Chris Willis

★★★★★

3 months ago

My service at Pep Boys was great because Associate Dee did everything in her power to deliver top notch customer service. She greeted me with confidence, set reasonable expectations and even though this was a busy service day, my tire replacement was completed in exactly the time frame I was quoted. When I showed up without an appointment I was skeptical about how my service would go. Because of Dee and her excellence I am glad I chose Pep Boys. Her work made it all worth it.

Trevor Dean

★☆☆☆☆

a month ago

I've been left without a car nor definitive answers. I first took my car to the pep boys on Roswell Road here in GA. They stated They had to fix a hose and O rings and etc. I have my own diag tool so i know what it says before I go to the shop. First off your ETA system in inaccurate, i was showed that my car would be ready by 5pm everyday and never was ready nor did I get an calls for updates... I had to call myself. Then when I retrieved the car it lasted 24 hours before I got another engine check light. This time my check engine light said something totally different from the first issue I came in with. I got stuck in the city and I called roswell road and they stated that I could get it towed(which took 3 hours) to their location and I would be charged again for diagnostics. I didnt have enough money to get it towed that far so I went to the howell mill location. I told howell mill proceed with addressing the issue. They stated it was still having the same issue with other issues after replacing the part and that they would have to charge me diagnostics once again. I have no own diagnostics tool and the issues my car left with were not the issues I came in with. I feel like  am being scammed at this point and will by pursing to get aresolution because this has really railroaded my life. THERE IS ABSOLUTELY NO INTEGRITY WITH THIS COMPANY!!!!

Marquita Treadwell

★★★★★

6 months ago

Love the customer service! Lai was very patient and knowledgeable. He took very good care of us and made sure we had everything we needed, and also helped us diagnose a small problem we we’re concerned about. I enjoyed a cup of coffee while waiting for my car. Also watched tv In a very clean comfortable waiting area. I would definitely recommend this Pep Boys! Excellent Customer Service!

Roy Hernandez

★★★★★

5 months ago

Great service experience getting a wheel alignment. Anthony handled me from call to front desk drop off and pick up with a great attitude and smile. Appreciated this location given everyone was friendly and professional. I had a wheel alignment that got me going straight on the road again and I upgraded to the one year program. Special kudos as they had the equipment that handles a 1987 truck. Highly recommend this location and will be back again!