Pep Boys

Do not go to this Pep Boys. They quoted me one price when I made the appointment and when my girlfriend took the car in, they charged her a higher price. They also tried to sell her tires that were not needed for sure.
I will not go back. Very shady.

I made an appointment on line to have a tire checked for a nail. I get there and Dustin tells me it’s going to be at least 45 minutes until they can look at it. I mention the appointment and he explains how just because I have an appointment doesn’t mean I get to jump ahead of everyone else. Well… what exactly does having an appointment mean, Dustin?
2 hours later they were done plugging my tire.
If you don’t feel like getting «Dusted» by Dustin and crew (read the other reviews) go somewhere else. I’m open to suggestions.
My husband did take my car there for 4 tires and again for brakes before he sent me in though. He said prices are fair, but enjoyed having Dustin’s assistant take my Range Rover for a long joy ride both when he pulled it in and when he pulled it out of the service bay. My husband is a public speaker who needs examples of poor service for his talks. He thinks this Pep Boys is a goldmine of funny horror stories… but at least prices are fair.

Apparently we should have read the reviews before getting tires here. By the time they added all the add ins it was quite a bit more than we thought. Had to take the car back the next day because they didn’t turn off the warning light sensor for tire maintenance. Then had to go back a third day in a row because the sensor light warning came on that the tired were under inflated. Not at all impressed!

I wish I would have checked the reviews before I brought my car in. That’s my mistake, but hopefully this will reach the next potentiometer customer from making a huge mistake.
I brought my car in on a Saturday for a suspension check. I had an appointment. They had my information and knew exactly what I was looking for. Saturday came around and after I dropped my car off, two hours later I get a call the front springs and struts were bad. I went back, verified they were (this is key. Make sure to check what they say). They quoted me $ 814 and they would have it done that day. I got them to take an additional $ 60 off and I told them to go ahead.
An hour later I get a call. Once the disassembled my car they noticed the wrong parts were sent in. That makes sense, let’s take everything apart before we verify we have the parts. So now I can’t even drive my car until the new ones come in. Saturday afternoon they tell me the parts will be in Tuesday morning and I can pick it up Tuesday evening. I call Tuesday at 5pm. Car isn’t done and I was told «oh yeah I forgot to call you we did not get the parts in today”-Rich explained this to me. Then said Wednesday. We are shooting for Wednesday. Shooting for? No get your shit together!
Finally Wednesday– my car is done. I just want to get out of there! 10% discount for my troubles and I’m on my way.
THEN!!! I drive home and high speeds my steering wheel shakes and car veers to the left. I call back. Explain this did not happen when I brought it in and I wanted it recheck.
It takes another two hours before they start on my car and tell me I need new tires? 1) why did you not tell me this first? 2) my tires are not bad. I explain how I don’t understand how new tires will fix my car from veering and rich says «no it won’t fix that» WHAT DO YOU THINK IM HERE FOR??! Rich tells me they forgot to do the alignment the first time. Now I’m here waiting for them to fix their mistake and I will never come back to any pep boys EVER! Nor will anyone I’m associated with; friends family no one.
I apologize for the long review I just to help others from making a big mistake.

I recently bought a set of 4 new tires at the Pep Boys located at 8588 E 96^th St, Fishers, IN 46 037. I also purchased an alignment service. When my car was finished, I noticed that there was obviously a balance issue with one of the tires on my drive home. I called in and Rich said come back whenever and they will immediately take care of it. This makes sense, because it was something should have done properly the first time. Well, I returned and Dustin RUDELY told me there is no way they could take care of it and that I had to schedule an appointment. I scheduled an appointment for a few days later and it took them 2 HOURS to get to my car. This is unacceptable. I am very frustrated for 3 reasons: 1) the tires should have been properly balanced before I left the shop. Because this was not done correctly the first time, I had to spend more of MY time to rectify the issue that Pep Boys created. 2) Since Pep Boys made a mistake, I would expect them to drop what they are doing and balance my tires right away. Instead, I was brushed off and told I had to make an appointment. This is very poor customer service. 3) Why am I even making an appointment at a scheduled time if it took over 2 hours to get to my car? For these reasons, I will be avoiding Pep Boys for any future auto maintenance and automotive supplies.
UPDATE 11÷25÷15: I was contacted by the manager, Joe, about my experience via phone after Pep Boys’ social media team filed my complaint. Joe wanted to make sure that my car, indeed, runs fine now and apologized for my experience. He sent me a $ 50 gift card, which I happily accepted and appreciate (hence a bump up to 2 stars). I was fairly surprised that he wasn’t really interested in what, exactly was said to me and he did not ask questions about my experience. To me, this comes off as Pep Boys not wanting to understand the situation but rather wanting to ‘pay me off’. Don’t get me wrong, I am happy about the gift card I received, but I didn’t get the sense that they really cared about my negative experience nor do I have confidence that they will really do anything about the issues that I, and many others, have pointed out at this particular location. Rather than returning to Pep Boys, I’ll be using my gift card online for auto maintenance I will be doing myself.

I had my wife’s van towed to pep boys because we got a flat on the highway. By the time the tow truck dropped the car off it was late on a Sunday and the store was closed. I had to go out of town the next day on business so my father in law and my wife went back to the store Monday they told my wife the van needed 4 new tires. My wife told them that we only wanted the one tire they told us that we needed at least two my wife again told them again that we only wanted the one. At this time my father in law became suspicious and ask to see the tire so that he could determine if it needed to be replaced or could it be repaired. My father in law then offered to pay in advance for two tires Dustin told him that they could not take an advance payment. (Who turns down an advanced payment) Dustin then told them that the cost for the one tire would be $ 108 and the car would be ready later that afternoon. The afternoon came and went and Dustin nor anyone else called! When my wife called them the next afternoon they told her that the car was ready and the cost was $ 214 because they put on two tires! I have used pep boys several times before and have been a satisfied customer, but I will never never use them again!

Zero stars. Appointment to rotate tires at noon; done at 5 pm. Broke a lug nut off on the tires they installed; added 40 bucks to the bill. Poor customer service as well.

I really wish I could give zero stars. I had to get my battery changed in the winter last year. I parked it half way between the garage and the front door because the temperature was in the negatives. After waiting three hours and hearing «you’re next, we’re going to put you ahead in line» multiple times, I was really pissed when the mechanic working on my car came in through the front and asked the front desk parts guy loud enough for me to hear, «What kind of idiot parks up front with a dead battery?» Me, the person sitting in the waiting area who heard you and is giving you the stink eye. The front desk guy apologized for the mechanic but do it where I can’t hear you next time.
This isn’t my only negative experience. My fiancé had his battery replaced a couple weeks before mine with zero problems. A few months later, the battery was dying again while we were out and about. We stopped off at Pep Boys since that’s where he had the battery replaced. Turns out it was the alternator which is doable. We decided to leave, and they told us it would be done by 6p. It was around 1p when we dropped it off. It was 3p when we decided to leave/​they told us what the problem was. No call at 6p. Not even to tell us it was running over the time limit. We stopped in before they closed at like 8:45p to ask about it, and they said it wouldn’t be done until the next morning at 10a. My fiancé had to work super early, so I dropped him off. He called them at 11a asking about it. They apologized and said they «gave it to the new guy, it’s quoted at a 2.2 hour job but he’s taking longer, he put the wrong alternator in and has to do it over, we’ll call you when it’s ready». It wasn’t ready until 5p. Then I had to leave my job early to come get him to pick up his car. They ended up giving us 10% off. It’s worth saving tax. They should have at least called intermittently especially after their quoted times to let us know it wasn’t going to be ready. That way we didn’t have to waste all that time.
Even if it’s something minor or I want to buy an air freshener, I will never go here again.

So Pep Boys isn’t necessarily my go to place for car repairs, but they are always there when my windshield wipers break or my car battery ends up dying unexpectedly and getting to the dealership isn’t an option.
The parts department is helpful and to the point in getting me what I needed and didn’t try to up-​sell me on products or parts I didn’t need. The prices seemed fair and if you happen to be lucky, you might catch a rebate offer.
I love the fact that they are also willing to help you change/​teach you how to change your wipers without making you feel like a moron for not knowing how to.

They do their service, but I am giving them the lowest review due to their «policy.»
I seem to get bad luck. Recently, I had a flat tire in the area. I took my car here because it was nearby and the it was icy out, otherwise I would have changed my tire and waited to go to a better establishment. They took my car in and told me a 3 hour wait. I waited patiently for three hours until they finally took my car in.
After getting my car in, I was allowed to see why there was a puncture. The puncture was in the sidewall and it was legitimate that the tire needed to be replaced (RR). They also noticed a bulge in another tire (FR). They showed me a list of available tires, and I chose the ones closest to the model that I had. They didn’t have my type, but that wasn’t the problem.
They didn’t have the tires in the store, so I had to wait until the next day. I waited until they called me some time in the afternoon. I made my way up there and asked them «where did you place my tires on the car?» I was told both new tires were on the rear. It is their «policy» that all new tires must be placed on the rear. I told them that it was snowing out, that my car was FWD, and that I needed the new tread to be on the front. I have been through this before, and my car does not handle very well when there is more tread on the rears. It’s simply physics.
I ended up raising my voice and getting heated. They refused to change my tires. Just before they were going to bring the manager out, I gave up and paid for the service. I have too much work to get done and they were already wasting my time.
The reason for the 1 star is because I drove off the road shortly after leaving the establishment. My car would not turn at a light and drove in a straight line. I wasn’t speeding. I wasn’t being reckless. It simply did not want to make the left turn. After backing myself back onto the road, the rest of the trip home was a nightmare, and now my car is undriveable. I will be changing my tires back on my own to the WAY THAT I NEED THEM TO BE so that I may safely drive my vehicle.
Do not go to this establishment. They will rip you off and hide behind their policy.

Pep Boys followed up with me and gave me a full refund. I have a little more respect for them.

I scheduled an appointment for a specific time. After waiting one hour past the «appointment time» I decided to leave. I might have waited it out, but it was an accumulation of things that motivated me to leave.
I was once a GM for Goodyear Tire & Service. (I am no longer affiliated in any way with Goodyear. That was 25 years ago). I tell you that to tell you this: Our staff including service personnel were expected to look and act professional. I may be a little critical, but here’s the deal: the service personnel at this Pep Boys were not well kept, smoking in sight of the customers, no uniforms, loitering in group behind the building as I waited an hour past my appointment time, talking loudly about fighting and drinking, etc…
The moment I walked in the place a got a bad vibe, but was willing to give it a shot. I will never darken a Pep Boys doorway again. It reminded me of one of those places in the desert, when your radiator blows and that guy with the greasy smile and dirty uniform says «looks like you got trouble boy».
There are too many quality professional service companies to visit. Saving $ 5 on an oil change isn’t worth the sacrifice of trust and professionalism.

Not really a second visit … but I just noticed that when I got my oil change and tire rotation the sticker on the upper left corner has not been changed. It still has the old one on it. Well, this is a first… I just hope that they really did do the oil and filter change …

I must say this particular service center lacks the basic ability to complete an oil change without issue. I could almost overlook putting conventional oil in a vehicle that is running full synthetic. However, not remembering to replace the oil cap and causing damage is a problem. Moreover, when trying to find an amicable solution with said service center, I am met with an attitude, no one even acknowledging any of my concerns. Chuck the service manager was like have it towed and we’ll clean it up and look at it. Well Chuck I am in the exact same industry you are in and cleaning the engine is not going to rebuild it. You should have slowed down long enough to listen to me and not shuffle me off to the tow center so you could finish your coffee. I do not want to speak for the masses however in my case even with the costly foul up I think I wouldn’t have been even remotely this frustrated if he would have acknowledged my concerns and listened to me. I could have save him a lot of time and frustration if he would have not thought he was the smartest one on the phone. Frankly I have been how one mans mistakes impacts not only the customers life but the dealer/​service center, the community and our industry. We are in a customer service based industry … so the customer is # 1 over everything. Without the customers we do not have jobs to goto. So Chuck I suggest you and your store 96^th street pep boys learn and remember this important fact. The customer is the entire reason we do what we do. If you can’t put them first find another job!

Let me start by saying this is a review of their automotive service.
My car was acting up the other day, so I had my wife take it in to have it looked at. Come to find out that it’s my master cylinder (brakes) that needs to be replaced. My wife gets the quote– $ 400! After conferring with some co-​workers, this price seems kinda high. I call to get the break down, and they tell me the part is going to be $ 160. Funny, they sell the part for $ 70. When I asked about the disparity, the guy told me «we have to order it from another place, because we don’t have any in stock.» Wasn’t too friendly about saying so either. It’s these kind of people that make my wife uncomfortable about coming into an auto place.
We ended up finding the part at Auto Zone, so we brought it in and had them do the work. I asked them to put the old core back in the box, so we could get a core refund. Yeah, they definitely forgot to do that. Thankfully they didn’t lose it, or they would’ve seen a large Asian man flying across the counter.
If my car had been in better shape, I would’ve taken it some where after the initial diagnosis/​rude customer service. I needs to find me a local mom and pops joint. I doubt I will come back here if my car needs work.
Chuck Norris rating– stone face