Pep Boys

Our 2005 BMW was making a screeching noise when you make a turn. I thought it was a bearing on the tensioner. I left the car there so they could review. The told me it was the bearing on the alternator, I asked are you sure it sounds like it’s coming from below. They assured me it was the alternator, but they do not have one in stock. They let get one from their competitor and just charged me labor, great! When I got to upland with the part their mechanic had already left for the day, 5:15 PM Saturday. The checked for me and found that their Cucamonga store has a free mechanic that could install the alternator, Great! I like that they tried to get my car repaired even if it was not with one of their parts, or checking and sending me to another one of their stores. After the alternator was installed the car was still making the same noise. Now the noticed that the ear on the power steering pump was broken and the pulley was cockeyed, that was the problem. I was pissed 8:15 PM on a Saturday night and I just spent $ 350 for the wrong part! I go back Sunday morning and Ruben told he not worry they will take care of it. Again they did not stock the power steering pump. I called around and nobody stocked the power steering pump. They removed the new alternator and even cleaned it so I could take back to their competitor to get my money back. Monday I called the BMW dealer they do not stock the pump. I found a company in San Diego that has them. They drop shipped to the upland store, Ruben told me «no problem, as soon as it gets here we’ll install it.» I was quoted from other shops 500 – 650 to install the pump, but still had not asked Ruben how much he was going to charge me since they misdiagnosed the problem to begin with. When I went to pick up my car I was ready to do battle, Tony was working the counter, we know each other because I have been going there for about 4 years now. He smiled and said Hi you car is ready, I said how much, he said well we had to put power steering oil and match the missing bolt, $ 40 bucks. They did not charge me any extra. THAT IS DOING THE RIGHT THING. Yes they should, but I have been to many shops that do not do the right thing. THANKS RUBEN AND TONY!

Went in with a friend a few days ago, as her car got towed. The customer service was great! Everyone was so nice and helpful. I am upset because I forgot the names of the guys help in us out. Both were on the phone helping other customers when we came in and we didn’t get acknowledged right away, so I was nervous. But as soon as the first person hung up with the customer, we were treated to a smile saying «how can I help you today?» It was so nice.
Disclaimer: only speaking for customer service, not price. It was my friends vehicle so I don’t know how much they quoted her.

The worst customer service experience I’ve had when looking for vehicle maintenance. Employees are rude, unhelpful, and have a bad attitude. It’s more fitting to refer to it as customer disservice than customer service. With so many other alternatives in the immediate area, you, as a customer, can go to a place where you’ll be treated with respect and as if the employees actually want to help you. I was given conflicting information on the phone and in the store, and when I arrived, I was spoken down to – not how a customer should be treated at all.
I can happily say I’ve made an appointment elsewhere and that I will not come back to be disappointed by another negative experience here.

I would give it a zero if I could. DO NOT TAKE YOUR VEHICLE HERE. This location will attempt to sell you parts that you don’t need. They tried to tell us that we needed a part without even looking at the vehicle. Then when confronted with the facts that the part was indeed on the car the mechanic then stated «Oh, well they don’t come from the manufacturer installed.» We contacted the manufacturer to confirm that this INDEED installed on the vehicles.
So buyer beware! Your being sold parts before the tech even looks at your car.

I’m in awe of the audacity of this place. I’m filling a formal complaint to the proper authorities due to my last experience here. I came in for a simple oil change and asked if they could do an alignment. After saying they could do the alignment, turns out they don’t know how, they had installed one of my tires backwards A YEAR AGO, and the car was not ready. After arguing with my boyfriend to the point of almost a physical altercation, they had propped my car onto the curb and left it open! Come home and the car key (which is the remote and key in one) doesn’t work. I call them and spoke to a manager who told me to come in. They HAD REMOVED THE BATTERY FROM THE REMOTE IN RETALIATION! They obviously did this since they had the exact battery my remote needed sitting on the counter and installed it in 30 seconds. I wrote down the names of everyone to file my report. NEVER TAKE YOU CAR TO THIS PLACE!

I have been to the Pep Boys in Upland and Rancho. Upland is 100 degrees different than Rancho. Great mechanic and auto repair manager (he used to work in Rancho). Saved me money last visit on my HHR.

THIS PLACE IS THE WORST!
I’d already stop going to another Pep Boys location due to lack of customer service. I went to this location to have a nail removed from my tire. I have their Road Hazard plan… so I figured I’d go there instead of another spot that offered to plug my tire the week before.
After about 30 mins, which wasn’t bad considering the amount of cars they had already, Cindy tells me the the tire is unrepairable. This is a surprise because the mechanic that did repairs for me the week before said he could plug it but didn’t want to void my road hazard agreement with Pep Boys. So Cindy begins to tell me that there’s gonna be a pro-​rated amount for a new tire that comes to $ 170 (with labor, balancing, etc.) I didn’t argue… I simply said, «no thanks… I’m going somewhere else.»
I then went back to Mountain View Tire on central, next to the Montclair Mall, and had them fix my tire… FOR FREE!!! I asked the mechanic if the nail was on the tire wall (which would make it unrepairable) and he told me, «Nah…you’ll be able to keep this tire for years.»
This place, along with the others I’ve gone to, has taken a turn for the worst. The customer service SUCKS… and, if you aren’t knowledgeable, you’ll get ripped off.
Do yourself a favor and don’t spend your money nor time at Pep Boys… ANY of them!
I’m gonna make sure I talk to corporate about this and other recent incidents.

Highly recommended!!! I love this one!!! Tony and Jaime are amazing! Everytime they quote me a price it’s never over it and most of the time a little under! I’ve been coming here going on 2 yrs and I only come here cuz I’ve never had an issue. Customer service is great, they are quick, and I’ve never had problems with their work. My car is 11 yrs old and I know they are honest with me because I am the original owner and kept up the maintenance the entire time and they never try to do a service I know my car doesn’t need… and they tell me what’s the next maintenance issue coming up with a guestimated time frame I will need it done by so I can have time to save up the money… I moved 2 cities away and still only come to this one!!!

I have never used Pep Boys before, but decided to give it a shot. Ruben the service manager is one of the nicest and most polite people I have ever dealt with in a business. I could of not asked for better. Jaime, is the only mechanic I will let work on my car and was very pleasant also. Dropped my car off in the morning, and back in the afternoon. I took it for new struts. I have no complaints at all for my actual service day. Happy with the work.

Each pep boys location is different from others due to the management and staff that work there. But this one by far exceeds all my expectations in customer service and quality! Ruben, Tony, and James are always there to assist me with my oil changes or any recommendations. I highly recommend coming to this location as long as one of those three are there. Awesome service keep up the great work guys!

i am still angry from the sadistic treatment that i received from this horrible place. tony should have some kind of punishment and the manager should be punished too. to not help a woman by adding one bottle of oil when the oil light was on is unconscionable!!! as days go by i become angrier and angrier. it was so outrageous and that little toni laugh like a mad man as he closed the door. i just want them to do something because i dont want some poor sole to ever have this horrible person (people) inflicted as i was!!!

I guess Unilocal doesn’t want users to give an honest review and let us post what we have to say about a particular business.
Or maybe they get some kind of kick backs from the businesses. ???

we always get treated well at this shop!

This was the worst expierence we have had! First of all they put regular instead of synthetic oil when I specifically asked for synthetic! Then they did a simple smog check which they didt pass. With further inspection of the smog check shows they passed ecvery area except the «visual» inspection, when we asked about that they said they saw a few hoses that might be loose. What?! Might be?! Thats why they didnt pass the smog! Obviously the didnt pass the smog because they wanted to get more money out of us! DO Not Go Here For Anything!

I say «Don’t rotate my tires. They’re new.» They say okay. When my car is ready, the paperwork indicates my tires have been rotated. I say, «My tires weren’t supposed to be rotated. I told the other worker not to.» He assures me they weren’t. Before leaving, I inspect my tires. They rotated them. I go back inside and the man in charge comes out to look at my tires. He tells me to wait there, he’ll be right back. About 10 minutes go by and nothing. I go back in and he apparently forgot about me. It takes almost an hour to get my car back! I never even got an apology, an explanation, nada. I always have problems with pep boys! I go to my dealer now. More money but no screw ups and professional service!

Don’t waste your time. They are extremely rude and unprofessional. They told me to bring my car in for a diagnostic and when I got there 30 minutes later they said they didn’t have anyone to check it out. They guy didn’t make any apologies and was very rude. Take your business elsewhere.

so instead of dumping my used oil in the sewer i go to pep boys where i bought the oil lady at register was rude then services manager was a dick he was on the phone the whole time trying to make a sale and ignored me i filled out the paper and he made me leave and i had to dump the oil myself never going here again i should have just dumped it in the sewer horrible customer service!!!

Excellent service with the right attitude. I brought my dura max diesel in to get a abs light code scanned. (Kris) one of the techs working that night went out of his way to resolve my issue and have be back out on the road with the right information. Thank you!

Been relying on them for automotive care for a few years now, didn’t think they were too bad until this new incident: I came in to purchase new arm bushings for my car and commission an installation. I knew they were problematic because of previous inspections, but they insisted on doing an entire suspension evaluation and then had the nerve to charge me for it! The supervisor wasn’t available, so my concern went unheeded.
They didn’t have the part in stock so they ordered online with a quick delivery option — they were supposed to call me back within the next few days. Instead, they didn’t call me back for over a month, and even then, I had to call them to see what tomfoolery they were up to. Turns out the parts had gotten lost in the mail or something, so they had to send out a new order. No apologies, no nothing, no «Sorry we didn’t call you» or «Sorry we didn’t catch this sooner.» It was like talking to your cat who has no idea what it’s done wrong, and doesn’t give a shit anyways. So they promised to give me a call within the week as soon as the parts arrive. I specifically asked multiple times, because of their dropping the ball from earlier.
A week went by and I couldn’t take it — I called them up and the young man who answered replied casually that the part had arrived… I’m very angry with their uncaring and bullshit attitude, and trying to find another place to do my business.
Their services always run late by an hour or more (seriously, even inspections) and frankly, I’m wondering why I even give them my business any more. Terrible customer care and no one giving a damn about you really makes for a piece of shit establishment. Maybe that’s just the maintenance staff and the cashiers are alright or something, but hey, if they’re going to charge me an arm and a leg for maintenance, they could at least do it with a smile… and some sense of customer appreciation.

This pep boys location was charging me an arm and a leg to do a driver side window regulator. The manager and the staff did not give me notice that the diagnostic was done. The diagnostic cost was a $ 40 joke. I want a refund. Luckily, I took my car to my own trustworthy mechanic.