Pep Boys Auto Service & Tires in
Mystic (CT)

Today I went to the Mystic CT. Pep Boys store to replace a battery for our 2020 BMW 440IX Gran Coupe. After calling the day before to check availability, and price, I was told that yes they had the correct battery in stock at $304.00 plus a coupon which I presented for FREE Installation.I scheduled the appointment for this morning. Everything went great. I arrived at the time of my appointment, and the car was brought in very quickly. I even received a lovely text with progress reports on the service. All this was great until the job was completed and I was presented with the bill. The $304 battery with FREE INSTALLATION suddenly had several added fees. Now, how that could be? A gentleman who I will assume matched the name of the manager Bob proceeded to tell me the upcharge for the install was because the battery was in the trunk, and not in the engine compartment. I replied... to open the trunk, and remove a simple cardboard cover to easily access the battery and remove it was certainly no more time than to remove it from the engine compartment. I mentioned that would have taken me no more than 5-10 minutes to do this but did not have the computer required to "relearn the new battery" at a charge of $19.99. On top of the usurous charge there were charges for things like a $10.80 charge for "Battery Protection Service", and the $162.90 "Remove and Replace Battery" fee which was couponed as a free service! I did not ask for or approve these charges, and the manager became a bit defensive when I mentioned that none of these charges were appropriate, or agreed to. To appease me, I was given a mere 10% discount. I thought we had a new go to for car service but after this expreience, could never recommend nor would we service our vehicles at the PEP Boys Mystic store again.

I've never written a google review before, but felt moved to make an exception for this Pep Boys location. My boyfriend and I came to Mystic to celebrate our anniversary, but when we arrived at our hotel, we noticed a serious leak in one of my tires. We found Pep Boys to be the closest option, and I'm so glad that's where we ended up - the customer service was incredible, and they went out of their way to make sure the tire was replaced quickly enough for us to still make our dinner reservation and enjoy our anniversary. We are so grateful!

I took both my 2015 Jeep Wrangler and 2015 Jeep Cherokee in to have two tires replaced on each. Within a couple weeks after taking them there BOTH vehicles started running rough witha flashing check engine light. I do not believe in coincidence. I took my Wrangler back because it is still under an extended warranty and they charged the warranty company almost $900 with very little ACTUAL work done. I will be taking my Cherokee somewhere else to have it diagnosed and repaired. If anyone has a suggestion of a good mechanic near Groton, I would live to hear from you. Otherwise, avoid this shop. I. My opinion, there are some very sketchy practices going on here.

Guaranteed me that the canister on my 2003 CRV was bad and would fix my check light after another shop’s repair prior to this did not fix the problem when they replaced the bypass valve, I was told by that shop that the canister was ok and they did not know why the check engine light was on. Totally up front with pep boys. After their replaced the canister and that did not fix the problem, Pep boys then tried to sell me another repair which gave me the impression they did know how to isolate the problem and it was a trial and error repair throwing news parts at it until the problem goes away or I run out of money.

They got me in on a Sunday afternoon it took some time but I was informed that they were a man down that day because the person had family obligations and they would put two people on it which I didn't mind. I was out the door in 1.5 hours. Good job tires are nice.

Damaged a wheel, when brought to their attention, was told it was damaged before they worked on it. When I spoke to who I assume was the assistant manager, he was argumentative and denied any damage was done by his employees. When I asked to see the video footage from around the building and shop floor, I was ignored. This would have been the perfect opportunity for them to show there was no damage committed while in their care. The “live” video from the shop floor is a still picture with a warning that pops up saying it’s not connected. This all after I had an appointment on a Tuesday at 9am, at 9:20 am I was told the technician was running late and would not be able to start and would take 2 hr or more from whenever the technician did show up. I had to reschedule to the following Friday. According to the company their values are, accountability, integrity, transparency and expertise. None of these were shown with the experience I have received. Will be contacting corporate customer service.

After showing up for an appointment made online for a wheel balance, I was told the online scheduling is unreliable. The employee blamed corporate. I gave them the benefit of the doubt and rescheduled. 2nd appointment, first thing they said was "oh, did you schedule it online?" LOL. Had to insist I made it in person. The drivers seat was left out of place, and the balance didn't fix the vibration on the highway. Whatever. I CALLED on the phone and spoke to an employee to schedule another appointment to diagnose the vibration. 3rd appointment, showed up on time and was told there's no way they could get to me. "Oh did you make the appointment online?" The employees just looked at each other and said there's no way they'll get to it. No apology, just shrugs and told me to reschedule again. Very unprofessional and a complete waste of my time. Don’t bother responding unless you plan to send me a refund for the wheel balance.

Just horrible customer service honestly I will say we called ahead about one tire needed replaced asap tells us to come on in not busy so my husband and I come well we come inside and the guy at the front desk is just rude as we are standing there he tell us I’ll be with you in one moment and then is just looking at his computer and the process to say you can sit down it’ll be awhile before I get to you. So we sit and we’ve been sitting for 30 min just for him to ask what we want done today and currently still sitting may I add. It’s just ridiculous and then another person walks in and he process to take her while staring at my husband. Just ridiculous honestly it’s my first time coming here and I’ll come back another time maybe a bad day for the guy but still no reason to take it out on paying customers.

I came here with no appointment at 4pm with a nail in my tire and 3 other tires that were very worn out. Bob immediately helped me out even though they were very busy. He helped me find the best tires with a great deal. I really appreciate everything him and the woman at the desk did for me. I highly recommend! Hard workers and very kind. Thank you!

Not sure what the point of making an appointment is. Made an appointment for my car to be looked at under warranty from Carvana. Spoke to the manager on the phone the day I made the appointment, told him everything that was wrong, the vin, mileage, etc. When I went to the appointment, I had to repeat everything aside from the vin. I was told we then had to leave the car there, despite having an appointment at noon. I ended up having to order an uber home. Drove by later that night, and the car hadn’t even left the spot I parked it in. Don’t have people make appointments if you’re not planning to do any of the work at the appointment. After five days, we finally got the car back. The problem isn’t fixed and the car is still exhibiting the exact same problem. I had to hound the shop daily for updates about what was going on. Despite being told they would call me, they never would. When I went to pickup, I wasn’t told anything about what was done to the car or how they verified the problem was resolved, which they clearly didn’t check since it’s still exhibiting the exact same problem. I received no paperwork or documentation at pickup either.

Today I was supposed to have a service appointment at Pep Boys in Groton CT. I booked the appointment online for 10 am. I even received a text message confirming. When I showed up for my appointment, I had an extremely rude service writer, a woman, tell me that online appointments do not work and that I have no appointment. She continued to blame me for booking online and not calling on the phone to book an appointment. She blamed me numerous times making me feel like I did something wrong. So I was trying to work with her to reschedule. She said Monday at 8 am, since I needed to wait, again shaming me because I needed to wait for my oil change. I told her I get my daughter on the bus at 8, would 9 work? She responded by saying yes that's a problem and she couldn't get me in. At that point I was so angry I told her to forget it and walked out the door. I cannot put into words how angry I am with this disgusting display of service by your corporation. I will be contacting the BBB regarding this. I see numerous reviews online with this same situation happening to others yet no one has addressed this problem?? Completely disgusted with your company and how you operate. You took time out of my day and my work schedule for no reason. I hope you fix this right away. You don't deserve any stars at all

Took car to resolve check engine light. Told it was done, went to pick up car and car was gone. Decided to drive it around without my permission. Then kept it overnight and had to go and demand to get my car back. No communication. Elizabeth and Roger thought it humorous that I was irritated even though I did not go overboard in my reaction. Gave this location a second chance. They failed miserably. My wife made an appointment to get an oil change. Upon arrival, they told her that "yeah, they wouldn't be doing it that day". Avoid this location at all costs. I will campaign against this place for the poor service and inconvenience they have caused.

TAKE YOUR BUSINESS ELSEWHERE! I purchased 4 new tires on a Cyber Monday deal. As the deal was expiring that day, I was sure to pay for the order to ensure the savings, and scheduled an appointment for 10:30 Saturday at the time of the order. I called Friday to confirm my appointment and the staff couldn’t find my order or appointment in their system. After putting me on hold and searching, they found the order and told me that online orders “don’t show up in their system”. They then told me they weren’t sure they had the tires. They put me on hold to check. After 12 minutes on hold, I hung up the phone and called back. They took my info again and put me on hold for another 5 minutes while they confirmed they had the tires. Finally, they came back on the phone, confirmed they had the tires and confirmed my appointment for 10:30 Saturday. Saturday morning, I dropped the vehicle and gave them my name. They again searched through multiple stacks of papers and appointments but couldn’t find my order. When the order was finally located, the attendant then stated again she wasn’t sure they had the tires in stock, even though she remembered talking to me the previous day. She walked around the store for the next 10 minutes looking for my tires. Ultimately they decided to take the tires from somebody else’s order that was already claimed and ready to go on the showroom floor. A simple key drop for a paid in full order became a 30-minute ordeal. I called to check in my service at 2:00 (10:30 AM appointment) and was told they hadn’t started the work yet. At 4:00, they said the car had finally made it on the rack. The car was not ready until 5:00 PM. When I arrived to pick up my vehicle, they rang up the order and demanded payment. I showed them my email order confirmation and told them the order was already paid. Then, looking at the total, I noticed that they had added additional fees and the price in the store was higher than what I had paid on line. The store manager Bob and his associate told me there was “nothing they could do” and that they were “powerless” to adjust the bill. Bob and his team, as they stated, are powerless pawns to the Pep Boys corporate structure. They refused to assist, adjust the bill or honor the price I had paid on line, and insisted I had only provided the credit card as a “hold.” They also would not return my keys until I paid them the full value they demanded. Disorganized. Dishonorable. Disappointing.

Booked an apt for 5pm to get tires on . Drove all the way there to be told that I can’t because they won’t have time for it and that they can’t see online bookings??? Turned away and Immediately when I left and got in my car still in the parking lot mind you I got this email. “ Sorry you couldn't make your recent service appointment with us — do you want to set another time? Just click here to reschedule. Thanks for letting us know you couldn't make your appointment. We hope to see you soon .” I literally was inside and turned away even though I had an apt and was told there was to many cars in front of me and they can’t see online apts there’s “ nothing they can do “ . Excuse me but an appointment is called an appointment for a reason. Town fair tire got me in immediately right after this without an apt !

Roger, the manager, explained the process of changing a battery on a BMW, which made me confident that his shop would be as good or better than the dealer

Awful. Scheduled an appointment online to have a new battery installed. They had the battery for our vehicle in stock per the website. Arrived for the appointment. Nope, not in stock. Per the associate waiting on us “The website is always wrong, you cannot rely on it”. Since this a known problem why are you allowing potential customers to schedule appointments based on bad information? Waste of time

Purchased a Black Friday deal on cooper tires on the 27th. Appointment was made to get them mounted, balanced, and the vehicle aligned on the 28th - the system even sent a reminder so I didn’t miss the appointment. Got to the appointment 5 minutes early to find out that the tires were not only not there, but they had no idea when they would arrive and they’d call me when they figured it out. This place is 40 minutes from my house. When I asked why they allowed me to make an appointment, I was told that the system was automated and it was essentially not their problem. What’s more frustrating is that the slips for all the orders to be filled were sitting on the counter - including mine. I don’t understand why they can’t CALL the customer once the order is placed and make it clear that their appointment will not be honored. Service desk was less than enthusiastic… thanks

I was in need of new tires and Pep Boys was running a pretty good deal that I wanted to take advantage of. I called and spoke with Roger, who was so friendly and helpful on the phone! Prior to making my appointment, he made sure that the tires that I would need would be in the shop. Once he confirmed it, he helped set me up an account and scheduled my appointment. I got my new tires on today and shortly after I left, the pressure light came on. I called the shop and Roger told me to come back. The technician came outside, made sure everything was good and was able to get the light turned off. I had an excellent experience with Roger and the staff. Highly recommend!

I made an appointment to have my tires changed after a blowout on the interstate. I ordered a very common tire that was available on their website, and was told they would be ready in one to two days. Now its Saturday, and when I called to check on them I received nothing but attitude. I heard good things about Pep Boys, but wonder what happened to the company.

People that work there are fine. Calling and scheduling doesn't mean jack shit, I scheduled 10:30 apt for tires and oil change, some call center lady scheduled it for me, I drive here 20min each way to be told they had no way to get to me today, total waste of time I do not recommend if you are looking for quick and timely service

Great service. Had an emergency flat. They got us in and out of there quick on a Sunday! Friendly and good humored customer service made our day!

Bob and his team do an outstanding job, professional and courteous. Highly recommend a call before bringing your vehicles anywhere else.

I just spoke with a gentleman named Bob. He was the first person to help me get a price for air filter replacements out of the four places I called. He was absolutely awesome. Thanks Bob!

Extremely professional. Very quick to help me and get in right. Kept informed what was going on with the service they were. I trust everyone at Mystic CT Pep Boys. The best service experience I have ever had.

I needed a VIN check on a car i had just purchased. I showed up without an appt, expecting to either wait or come back later. The staff was excellent. I was in and out in 10min. I will definitely use this Pep Boys again

Would give 0 stars if possible. Made 8am Appt, made sure tires were bought and there. It took them 7 hours to complete. I was the first car in the lot and first person in the building. When I asked the guy at front desk about it, he said that just how it is and if I can find a place that does it quicker I’m free to go. Rims weren’t cleaned as said, tires weren’t balanced and alignment wasn’t done. All of which I was charged for. Absolutely ridiculous service and mechanics if it takes that long to do 4 tires. Would not go here, absolute joke.

I came out of my office to an almost completely flat tire (picked up a large screw somewhere the day before causing a slow steady leak). Called last minute and asked if we could come over right away and get it fixed. The shop patched/plugged it up seamlessly in about 20 minutes for around $30.00. Elizabeth and Bob were friendly, helpful and accepted my "walk in" (30 minutes before they were to close) without a hitch.