What clients say about Pep Boys Auto Service & Tires in Hackensack (NJ)
don’t go there six hours to have tires put on! $1500 later they kept the car hostage They’ll tell you 15 minutes for six hours. It’s never ready and then they hit you with extra charges. I wasn’t gonna put a review until they did the same thing to my father $700 one tire 4 hours place sucks ...
My check engine light came on so I called to make an appointment for 8am - 2 days later. When I arrived I was told there would be a diagnostics fee of $117 which was fine. I asked about how long it would be and I was told I was first and it would be about an hour. It took an hour and 20 mins. I was told that the part that they needed they did not have would have to be ordered. She said that my car was safe to drive. I was also told that my jeep had "many dealer recalls" which shows on the diagnostics form that was emailed to me and to go to the jeep dealer first before I could make an appointment and before they would order the part as that it could possibly be related to the recalls and that they can't see the details of the recalls when I asked about them. I paid for the diagnostic fee and she had mentioned that they cleared the code and if my check engine light came on to come back to make the appointment and they would order the part. I found that strange as they didn't want to make an appointment and order the part to begin with and told me to go to the dealer. I got in my car and the check engine light was still on. I put my VIN number in the Mopar (Jeep) website to check for recalls and it said that my jeep did not have any recalls. I went to the Jeep dealer right after and got my car fixed there. The jeep dealership checked for recalls and said I had no recalls.
I'm not sure if Pepboys just didn't want to fix my jeep because it was time consuming, or they didn't have someone who was able to fix it, or why they said I had recalls when I did not. If they knew what part was needed why not order it? I feel like I just wasted my time and money for them to just look at my jeep and not attempt to provide any service to try to fix it and sent me on my way.
Pep Boys in Hackensack did a great job with my car. They asked questions to thoroughly understand the problem I was having with my car. After, they explained what was needed and helped me find the right part.
It is disheartening I have to leave such a negative review, yet it’s a must. 1/28/26 my wife and I made an appt., 4 tires to be replaced ( which was successful ). However, on Feb 1/26, we noticed that the bank statement revealed we were charged multiple times for the same service. Feb 1/26 returned to speak to the manager. Hastily told, by counter staff employees, no managers were on duty and had to return Monday Feb 2, so that the charge can be rectified. Feb2/26 we returned explained the extra charges and were told to contact our bank because they could not resolve nor credit our account (being their mistake). Firstly, the treatment of the counter staff on the said date was unprofessional, they appeared not happy to be working there. Secondly, the counter employees ( surely, a manager was present within the group who did not ID himself as a manager) made not a single attempt to review their end of transactions to resolve the issue at hand. I sure hope their District Regional Manager overlooking store ID # 0300 can refresh that staff on basic business 101 practices.
My car had been making a noise near the rear tire for nearly a year and I had taken it to two other centers that did not diagnose the problem but Pep Boys looked at my car and showed me photos of a leaking shock absorber that was causing damage to my tire as well. Seeing these photos really opened my eyes as to the immediate need for making a repair before the 500 mile trip each way to Ohio I was about to take. I was told it could be done within an hour and a half to two hours and I told them to do it. My car is running great now and is so much quieter and the tires are new and aligned with new shocks! I had gone for an oil change and left with a mint running car. I shall return in the future and am happy to recommend this to anyone who reads this.
“Wallet pain… but worth it.”
Had a lot of work done here — front struts, rotors and brakes, sway bar link kit, lower control arms, and all four tires. Yeah, it hurt the wallet ?, but the car drives like new now. Huge difference in ride quality and handling.
The staff was upfront, explained everything clearly, and the work was done right. When you’re spending this much, you want peace of mind — and that’s exactly what I got. Would definitely recommend.
Pep Boys Hackensack is great .I have been going to them for over 20 years
They are Always courteous , professional . All of the staff knows what they are talking about RE: cars and their inventory
They offer great thorough communication both by phone in person and using text and email
Service wait times are always within reason . Never overly long . It is a very efficiently run business
I had an excellent experience at Pep Boys. This was my first visit, and it definitely won’t be my last. I needed a tire on short notice and called around 6:20, close to closing time. Shelsea answered the phone and was incredibly professional, courteous, and willing to help. She made sure I was taken care of, and the entire team was just as helpful.
My service was completed quickly, and while waiting, I noticed how well the staff treated every customer who came in. Their customer service was consistently outstanding. Highly recommend this location.
Horrible experience as a black man. Called and communicated what I needed done which was headlights. Promised a 40 min wait over the phone. I get there I'm promised 1 hour wait. Asked every hour until 5 hours later why is my car still sitting in the lot and hasn't been pulled in. Car pulled in after all that time to be told they didn't have the part and it would take a week. Seen so many customers come and go even ones who came in long after me. Was late to pickup my son from preschool for nothing. No communication from the staff on why I was there that long. I'm a long time healthcare worker in the area and will never spend my money where Im not respected. Then staff seem to be bothered like I was in wrong. I don't ever leave reviews but this was bad.
Got 4 tires (that I bought separately) changed for $120…and then they tried to add on another $120 on for alignment without first confirming with me if I wanted that. It was only when I was told the total would be close to $300 that I was confused as I was told it would be $30 per tire to add on. Maybe I’m old school but I remember the days where alignment was PART of the tire changing process. Now they’re charging you double to do something they used to do for free. Capitalism at its finest.
I will say the space and waiting area has gradually improved. There is also a Starbucks a block over so if you work remote and want to drop off your car during the day it’s very easy to do so. Staff were friendly and facility was clean.
This is the condition of my car after 30 minutes of service. It took me two hours of my time and $150 to clean the seats. You think you save, but the damage is much bigger.
A tire was replaced, the dashboard had a low tire light warning, was disregarded. Tire pressure was not checked.
The old tire was left inside my truck even though I had asked for them to take it.
I went to change my car tires today at Hackensack site courthouse and the experience was amazing. Antonia in the front desk great so was the technician who changed all tires in less than an hour. Great process and great service!!
Imagine hitting a pot hole and you tire pressure instantly drop to 16 called your mechanic he said fine the closest tire shop….. you’re in a different state don’t know where you are or what to do panic takes over…… you Google they were the closest and they close at 8 you slowly make your way there just for them to tell you they’re close mark you not even 7 pm….. again panic and tears take over….. yall don’t know what ppl are going through update the time to reflect the actual store hrs
UPSELLING TO THE LEVEL OF SCAM. Dropped by with an appointment for oil change and oil filter change with tire rotation for my barely-driven 2020 Mazda CX5 with less than 20,300 miles (2020 model bought in end of 2021 and I mostly WFH so low mileage for the 2020 vehicle). Then got a report saying Suggested Repair: LF brake friction, RF Brake friction, RR brake friction, LR brake friction, shocks and struts, Tire cupping, tire feathering, tire alignment, tire balance (SEE PHOTO REPORT saying how many things have to be replaced). Technician report says "I recommend replacing all 4 shock absorbers, brakes and rotors on all 4 wheels, and getting an alignment." I have never had an issue driving this car, so thought that doesn't make sense, and asked for actual numbers left on brakes and any photo of leak or damage in absorbers/struts.
Over the phone call the male agent said "I believe something around 3 left" for the brake, and he doesn't have photo of the shock absorbers/struts. Odds of approximately 20,000mile car having all that issues and only 3 left in brake? When I came back to pickup my vehicle and asked for the actual numbers for them to recommend all those replacements, the female agent told there must have been a misunderstanding and she noticed something is off based on the 20,000 mileage but maybe the technician recommended because it's 2020 Mazda. The printed service information of course doesn't have any measurements but just "N" (SEE PHOTO) while the report even requires "Decimal point required for all entries". Management may say that they just recommended all possible repairs, so go to this repair shop if you really need all your vehicle parts in as pristine condition as possible no matter how much it costs.
I always receive outstanding service at Pep Boys in Hackensack. I have two cars, and I bring them both here because the entire team is always professional, honest, and ready to help.
A very special thank you to Manager Luis Garzón-Duenas and all the staff for their dedication and kindness. They always go above and beyond, especially when assisting elderly family members, which means a lot to us!
I truly appreciate their reliability and excellent customer care. Highly recommend Pep Boys Hackensack for anyone looking for quality service and people you can trust with your car!
This place is the worst came here for an oil change made a appointment at 9am came in 30mins earlier and it took them like 2 hrs to do my car. Now if you make an appointment you should be seen at that time that's the difference between an appointment and a walk in. And I've been to plenty of other places to get an oil change was always in and out. Never coming here again they are slow.
Dropped off my car for an oil change and asked if they could look at one of my tires for me they said no problem you’ll be charged only if we find something in the tire. They called to tell me it was ready. I went in and was being charged for an oil change plus a tire repair so I asked if they actually repaired the tire two people told me yes the second said he believe so so I told him before you charge me can you confirm because I’m not gonna pay for a service I did not receive. They made me wait there for almost 45 minutes. I saw my car hadn’t moved so I told them to give me my keys and to not even bother looking at the tire. After that long wait they rang me up and didn’t offer an apology for lying about servicing my car. My mom brought her car in for an oil change here before too and they didn’t even service her car, another mechanic confirmed it. Do not bother bringing your car here.
Title: Honest and Excellent Service for My Sprinter
I drive a 2011 Mercedes-Benz Sprinter 2500 with 224,000 miles, and I recently came to Pep Boys for a brake service.
Daniel gave me a clear and detailed estimate for all four brake pads and rotors, explaining the parts and pricing very professionally.
Because of his honest advice, I decided to replace the rear brakes first and plan to do the front brakes in about three months.
I also brought my $75 brake service coupon, and even though it was Sunday, the team was respectful and professional throughout the process.
I’ve had this van for years — it feels like a member of my family — so I always go to Pep Boys like visiting a trusted hospital for my vehicle.
Pep Boys has always been honest, accurate, and dependable in helping me keep it in great condition.
I dropped off my van at 9:00 AM on Sunday and picked it up just 1 hour and 30 minutes later — fast and perfect service.
Thank you so much, Daniel and the Pep Boys team! I really appreciate your honesty and professionalism.
I had an urgent issue with my brakes and Pep Boys came through on short notice. From the moment I called, the team was courteous, efficient, and ready to help. They fit me in same-day, diagnosed the problem quickly, and had everything fixed within hours. The service was thorough, the pricing was fair, and the staff kept me informed every step of the way. I really appreciated their professionalism and speed—especially when safety was on the line. Highly recommend Pep Boys for anyone needing reliable auto service in a pinch.
Extremely Disappointed with Customer Service
I scheduled an appointment with Pep Boys expecting a smooth and timely experience—but it was anything but that. Despite having a confirmed appointment, I ended up waiting for over 2 hours with no clear updates or communication from the staff.
The customer service was unprofessional and the manager, Hugo was indifferent. No one seemed concerned about the delay or offered any explanation. If appointments don’t mean anything, what’s the point of scheduling one in the first place?
This kind of disregard for customers’ time and basic courtesy is unacceptable. I won’t be returning, and I strongly recommend others look elsewhere for more reliable service.
Took my car into Pep Boys one morning around 7:40am. Just for them to look at the car was $117. Then charged me $10 for a shopping fee and the manager couldn’t even explain what it is. Then they came back with a quote for nearly $5,000 — I almost choked on my coffee.
As someone who works in sales, I know when numbers don’t add up, so I started asking questions. One line item was a “cleaning” for $265. Be serious. Their labor per hour was $150 and said it would take them 6 hours to do something, when I went into my other auto shop they did it in 2 hours.
When I asked them to print out the full estimate so I could get a second opinion, the manager had the nerve to say, “It’s going to be this price anywhere you go.” Spoiler: it wasn’t.
I took the paperwork to a trusted non-corporate auto shop (after driving 35 minutes with my car jerking on the highway), and the owner immediately told me I was being wildly overcharged.
This feels like predatory behavior, especially toward women who may not know to question the charges. Pep Boys, do better. I will never be back and I really do not recommend it to anyone.
Poor Customer Service – Pep Boys Hackensack Court Street.
I am writing to share my recent experience at your Hackensack Main Street branch, which was unfortunately disappointing.
I had an appointment scheduled this morning for an oil change. The attending agent promptly took my key, provided a quotation for the service, and mentioned that he would apply a discount coupon I had received via text at the time of checkout. However, when I inquired about the estimated time for the oil change, I was told it would take one and a half hours. When I politely asked why such a simple service would take that long, the agent handed back my keys abruptly, and suggested that I visit another service center — even naming one — where the job would be completed in 15 minutes.
Such behavior is completely unprofessional and disrespectful. Customers are well aware that there are many service centers that can perform an oil change quickly. What we expect from a reputable business like Pep Boys is courteous communication and proper explanation — not dismissal.
Had the agent taken the time to explain the reasons for the longer wait in a professional manner, I would have understood and potentially still chosen to proceed with the service. Instead, I was left feeling unwelcome and undervalued. I left the premises, and the agent showed no concern at all.
Unfortunately, due to this experience, Pep Boys has lost a customer. I hope you will take this feedback seriously and ensure better customer service training at this branch.
I took my BMW to this location for an oil change and they installed my oil filter incorrectly causing my oil pump to get damaged. I got a warning on my dashboard telling me to stop driving and take the car to the nearest mechanic as my car was unsafe to drive. I immediately took it to bmw and they discovered that my oil filter was twisted because it was installed incorrectly. I ended up needing a new oil pump which cost me $5,900. I Filed a claim with pep boys and they denied my claim stating that i needed to get it inspected by someone from pep boys before getting it. NOBODY told me I needed to get it inspected until 5 days after I made the claim. What was I supposed to do with my car for 5 days. I was also 300 miles from my house on a vacation. It took them over a month to get back to me just to let me know that they had denied my claim. My oil pump failed as a direct result of their inability to do their job and complete a basic oil change and now they are ducking responsibility. I am filing a lawsuit against them tomorrow. DO NOT DO ANY BUSINESS WITH PEP BOYS ESPECIALLY THIS LOCATION. Added a photo of my twisted oil filter
We went there for first time to get our car alignment and balancing.
last October we took the car in for service and after receiving it we noticed small cracks in the side skirts, because of my work I couldn’t go immediately, so I Called to make the claim, I was told that I had to go there and bring the car, I took the car the following week, his Manager only took pictures and said he will call me back a few days ago, believed that this had not happened there, to date no one has done so.
My car is a Toyota Corolla brand new, this Happened when they lifted to check bellow.
Now anybody answer me what is happening and because my job I can still going there.
I been calling several times but nobody knows anything from my case and they just put me on hold and transfer me to another areas where nobody know what to say.
If you don’t trust mechanics this is one of them. I went for a single oil change and was I surprised. If I don’t buy replacements for a wiper blade on my own I would have a burnt car by now . Guy left the oil dirty rag in the engine as I went home to replace the blade washer fluid like came on I opened the hood and there it was. Not only that they only filled a quarter of the oil as I was traveloimg two days later oil light went on and I had to top off at another location cause they were short
DO NOT TRUST CHECK EVERYTHING AFTER ITS DONE
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