Pep Boys

Matthew Hill

★☆☆☆☆

7 months ago

I do not usually write reviews, but my experience here was that disappointing, I had to step in to see if they would even acknowledge it (if at all). I am also struggling to even give this place one star. I made a same-day appointment for an emergency tire repair, and when I got there, the person at the front desk, who was the manager and was already “overwhelmed” even if the place was not that busy, had a very unprofessional attitude, and I clearly could see that he did not want to help me one bit. I kindly and calmly explained to him in as much detail as I could that one of my tires had a nail in it letting out all the air out of that tire, but he told me the place was short-staffed and didn’t want to work on it. He also told me that if they did, it would be available tomorrow morning, which could not work for me considering I had to go to work, and I also had a long drive up north shortly after. I hope this place acknowledges the flaws that have been occurring, and attempts to try and fix them because looking at some of the other comments, this place has a bad history of unsatisfied customers, including me.

Rayna Lee

★☆☆☆☆

7 months ago

Called earlier in the day to see if they had a single tire because ours needed to be replaced due to dry rot. We were actively driving on a flattening tire so we asked to come in asap and she gave us an appointment for 12:30. We showed up a few minutes early as we were already driving around looking for a place to replace the tire and we had to wait a few minutes before being addressed which we didn’t mind. When we finally spoke to someone he said it would be a multiple hour wait as there were 3 cars infront of us, he attempted to blame us as the appointments aren’t supposed to be set the day of, that has nothing to do with us and we had no way of knowing that information. Because the tire was actively leaking we couldn’t drive anywhere else without risking the integrity of the entire wheel so we chose to just wait. We asked howd they contact us and they said they would give a call when it was ready. Nearly 4 hours goes by and we decided to call just to get an eta and they immediately came back saying they could take us… What exactly were we waiting for? When my boyfriend arrived there were two empty bays and barely anyone waiting so it made zero sense as to why they never called. When they attempted to look for his appointment it was gone so he had to wait even longer as they essentially treated him like a walk in. The guy continued to make sly comments and said he didn’t even have to fix the wheel if he didn’t want to and how he wasn’t going to get it done today… Who do you think you are? Arrived back at the shop around 3:30, car was finished around 5, didn’t get the keys back until nearly 6… Zero urgency or care for other peoples time.

Matt Pruett

★★★★★

3 months ago

Great auto and customer service on a Sunday. Much appreciated. An emergency for me was smoothed out but the staff there in Lynnehaven, Virginia Beach. Thanks!

Joseph Becker

★★★★★

8 months ago

I needed a battery changed and they took care of it. The fella behind the counter, Paco, was chill and straightforward. They were busy and were closing soon but were able to get me out in a reasonable time. I'm grateful for what they did. Especially considering it was the 4th of July. The price was good too. They barely charge for labor too. Great store and mechanics.

addie

★☆☆☆☆

a year ago

i went to pep boys for brake service and a pre-trip inspection. they did fine with timing and fixing the brakes, but i guess they didn’t take my inspection too seriously. in the inspection THEY sent me, my battery was at perfect health. three days later and on a trip away from home, i started my car and my battery exploded. turns out there were crucial plugs missing from my battery. my starter and alternator were tested and there are no problems with them, so i’m wondering why in the world my battery had missing plugs and an explosion after NO problems and a “perfect” inspection on it. i already had to spend over 400$ at pep boys and because of their shoddy work, i had to spend another 300$ on a battery and labor.

Jerry Clark

★☆☆☆☆

a month ago

Worst customer service ever. I came here to bring a corporate account vehicle for service and they kept stringing it out and “finding” new issues every hour. Absolute swindlers. Made no effort or apologies for their incompetence or lack luster effort. DO NOT COME HERE!!!

Anthony Pyron

★★★★★

2 months ago

The team took the time to clearly explain what was going on with my vehicle. When I had questions, both over the phone and in person, they were patient and made sure I understood the repairs and costs.

Brandon W.

★★★★★

6 months ago

Quality repairs at a reasonable price. Repairs were delayed slightly but they gave me a discount with asking. After the initial repairs were completed I had to leave my car because of a check engine light that came on but they resolved the issue with no hassle. Customer service was on par for most mechanic shops you would typically deal with could be better but could’ve been worse. Overall the experience turned out good considering the delays.

Peter Bratke

★★★★☆

Edited 3 months ago

There was only one service writer working and he was answering phones and checking people in. So my drop off took a bit longer than anticipated. I was hoping that having made an appointment for new tires, my check in would be a quick drop off my keys and go. But to be fair, it was Black Friday.

Beverly D

★★★★☆

2 years ago

Used the Lynnhaven location for tire installation on 5/27/23. The service staff was pleasant. Took about two hours. Was not aware the store was closed forever and they only do service now. Opted to wait. Free wifi. Waiting room could use an upgrade. Store reminded me of a post-apocalyptic scene. The "see the future of Pep Boys" sign was humorous in light of the permanently closed store. Good price on tires. Make sure you call ahead to make sure they have what you need. Search for rebates and coupons to help offset the price. Financing is available through Synchrony with no interest if paid off in a certain time.

Zachary Grosslein

★☆☆☆☆

5 months ago

Not sure how you mess up basic tire replacement. Came in for a flat, told I had to wait a day for the right size to come in as none were in stock. Drop it off the next day, takes significantly longer than what I was told it would, only to come back to find the wrong tire on it, and not just a little off in size. It was blatantly apparent and I dont know how it got past the shop, but it took far too much convincing on the front desk to realize that it was clearly the wrong size, that it wasnt wrong for the car, and the order they submitted already reflected that. The they pull out the correct size I was told to wait a day for that apparently they already had in stock. Another customer comes in, explains her situation of having 4 flat tires needing replacement. When she asks about paper work, the guy gets very defensive with her saying he doesnt know what she wants and treats her like an idiot. After she leaves, he openly makes a mockery of her situation with the other employee as if she wasnt being descriptive of what she needed (she clearly was). As far as ordering my tire in the first place, it took a back and forth exchange with another employee that the tire he thought I had was wrong, despite us both physically going out there to look at the thing. As im typing this another customer just got into a fight with the front desk over them refusing to honor their warranty. Then when I get the bill, I ask if I was being charged for what I ordered, or the new tire (I wasnt shown the price of the new one). Desk says "the old one", then the transaction gets canceled "because the system is having trouble", as he is actually looking up the old tire price and then corrects the charge. Dude, if I knew it was only 6 bucks I wouldn't have cared, and it was nothing to lie about. But by principle, making me wait a day for a tire size to come in that you already have, showing me a price I agree to for a tire you put on order, then to put the entirely wrong tire on, having me waste 2 uber rides for a half hour job that took 6 hours, then to put on a different brand without showing me the price, why was it so important to try to squeeze that extra 6 dollars out of me?

Chelsea Jackson

★☆☆☆☆

3 months ago

I had an 8am appointment on Dec. 13. After a call back to confirm the belt issue I came in for, I was never contacted and was supposed to pick it up the same day. On Dec 14, by 11:30 am I still haven't heard anything so I had to call. I finally got a call that my car was ready at 2:30 pm. If I hadn't told them explicitly on the phone that I needed my car to go to work, I dont think it would have even been ready this early. Very bad customer service. I'm going to report to corporate because its should not take over 24 hours to replace a belt that I told them in the beginning needed fixing.

Michelle M

★★★★★

6 months ago

I really needed my tire replaced same-day to make a long drive in the evening for work. The Military Hwy location didnt have my tire brand/size in stock but connected with their Lynnhaven Pkwy location, called them to make sure they knew I was coming, and told me to ask for Paco when I got there. Paco was fantastic!! Great customer service, friendly and helpful, even recommended a good lunch spot close by to visit while I waited. The job was done sooner than forecasted and at a very affordable, reasonable price. Would definitely recommend this store to anyone looking for quality, afforable work and great customer service.

Lee PB

★★★★★

3 months ago

They were very responsive and informative, very welcoming and respectful. I took my car to the dealership at Toyota Hall Virginia Beach for a tune up- but the car started acting up. I've reached out to them and they just ghosted me. No replies, no calls like they said they were going to do. So a friend recommended pepboys and they were able to solve it in one day. Thank god because I have kids to take to school. All they have is me!

Christopher Bright

★★★★★

a month ago

Micheal was the guy who helped me when I needed to change my TPMS sensor out. Super cool guy and the team in the back explored every option with programming the sensors I brought and kept me updated. I ended up using the sensors they had on hand, they were reasonably priced compared to the 4 other places I went too.

Elizabeth Garcia

★★★★★

2 months ago

Best experience! Paco and his team took great care of my vehicle and ensured I got a great deal on all four tires. It was an emergency service and my mind was at ease. Great work and value!

Charlene D. Winley

★★★★★

2 months ago

I recently had two visits regarding my tires, and while the first visit wasn’t perfect, my overall needs were taken care of. On my first visit, my two rear tires were patched, but I had requested all four tires to be checked and that didn’t happen. I was trying to confirm what another tire company told me, and I trusted Pep Boys to give me accurate information. It turned out to be true—my front tires were worn to the point the wires were showing. The service advisor, Mr. P., did explain everything clearly and let me know I needed two front tires, but I didn’t have another 2–3 hours to wait that day. On my second visit, Mike took over, handled everything efficiently, and made sure my vehicle was properly serviced. His follow-through and customer service made the difference. Thank you, Mike, for running the plays and getting me safely back on the road.