Pep Boys Auto Service & Tires in
Hackettstown (NJ)

Awful experience. Set up an appointment a week ago, got reminders all week long, only to go there and they did not have the tires. Had to go back home and wait all afternoon for a call back. What a waste of a day. How can you schedule an appointment with the specific tires and then not have them for the appointment? Don’t go there if you want efficiency.

Do you have a small tire fixed that you need? Just a quick puncture patch which takes 6 mins on average you would have to leave your car half a day. Cancel all your plans. The amount of time they would take to fix a quick tire fix patch, you could buy a new car and come back to then pick up your old car…

Dominic the manager made this 5 start review happen. His professional customer service skills and understanding were greatly appreciated. The work the guys did was great. I would just suggest you get your quote in person and not over the phone.

0 for two. First trip in they broke a wire on the undercarriage of my Jeep while rotating my tires. When I went to drive away a brake alert light was on. I pulled back in, waited another half hour for them to tell me it was a brake sensor and they could order the part and fix it tomorrow. I said no thanks. The next day a mechanic at another shop discovered the broken wire and fixed it free while doing my brakes. I gave them another shot. Stupidly. I brought my BMW in for the “Managers Special”, which I received a coupon for via email. It included oil change, tire rotation, battery check and wiper blades. When I arrived home I noticed my right rear wheel, which had previous curb damage on the rim, was still on the right rear. They did not rotate the tires. The work order indicated they did. Additionally, there were oily hand prints all over the door and interior leather. So twice I was there. Twice they did “work “ that required me to come back again. I went back and asked for a refund on labor, saying I did not want them to do any additional work on my car, ie complete the tire rotation. The manager said number one, the tire rotation was free so there was nothing to refund, and also that he could not change an invoice to refund labor I’d already paid for. He offered a free oil change but I’m done with them. Bad shop. Stay clear.

After having a dead battery charged by roadside assistance I thought I needed a new battery to replace my original 2019, so I decided to try Pep Boys. Sooooo glad I did!!!! Fantastic customer service, offered to diagnose first before getting a new battery. Everything checked out fine, no need for new battery and no cost to me. Definitely will use them for future service needs!

My recent experience with this service was extremely disappointing and unprofessional. I had an appointment scheduled which ultimately resulted in a completely wasted trip. The service took two hours longer than the time I was quoted/committed, which unfortunately caused me to miss a crucial travel connection and forced me to cancel my trip entirely. There was no point in even having the appointment if the business could not meet its stated delivery time. Furthermore, I have serious concerns regarding the billing and transparency of the final invoice. I received two separate bills that appeared to include add-on fees seemingly designed to offset the value of the coupons I applied. This was my last visit to this location, and I will not recommend this business to anyone. Based on this experience, I would rate the service zero stars if possible.

I just had may personal mechanic replace the rotors and pads and inspected all parts in the rear of my car and oil change on September 3 2025 on Sunday September 8th 2025 i had an appointment at pep boys to get my free tire rotation when I was handed my keys to leave I was informed that they broke off on of the lug nuts and no mechanic was present to fix and they blamed my mechanic for the problem and said my car was safe to drive I called the main office and filled a complaint and got a call from the manager from pep boys and he tried to tell that they weren’t responsible for the issue and I replied with some choice words in anger and called the main office again to let them know how I was being scammed for their negligence

I previously left a 5-star review after service at this Pep Boys, but unfortunately I need to update it. After a brake caliper replacement, the caliper was improperly bled by an employee who no longer works there. It was a serious safety issue that I was under the impression was fixed. A second certified shop confirmed the work was incomplete and fixed it easily. Despite presenting documentation and trying to resolve this in person, I was dismissed and denied any refund by Manager Dominick Nicoletti. I’ve since submitted this issue to my credit card provider for a chargeback.

Extremely disappointing experience with the customer service on this last visit, Saturday, August 23rd. This location has had various issues since its opening. Varying from staffing issues, not having enough technicians, and customer service representatives that are capable of professionally dealing with customers. Also a main issue of being able to fulfill appointments. It never works out when I make an appointment. There’s always some reason or issue that occurs. This time I was questioning if my car will still be done in the estimated time quoted or not. Dominick, the manager , handled my questions very unprofessionally & dishonestly. Ultimately his response was to walk away from me saying he’s not going to go back & forth with me. And he proceeded to actually walk away. This is in many respects an unacceptable way to deal with a regular paying customer, which he knows I am. I will say that Ehric, the technician who regularly works on my car does a great job. He wound up finishing the job a little after the quoted time. The unfortunate problem is with the communication & customer service skills that Dominick chose to display in his interaction with me. In summary I would say this location needs to hire more technicians, have training perhaps on even just a little customer service & be able to fulfill appointments. They really struggle with the appointments. I was complimenting Dominick when I went in a few days prior to set up my appointment & I’m not sure why I was met with such unprofessionalism & borderline hostility with my concerns. It would be great to see this location get it’s act together. I will follow up with an email including the rest of the details I didn’t put in this review. Very disappointed to have experienced this.

I paid $220 for a 36month battery but it only lasted 24months. When I called to see what my options were they said they could only replace it. But now I don’t trust them. Did they sell me a 2 year battery for the price of a 36 month battery? That is deceptive and underhanded.

I went here at PEP BOYS Hackettstown with full confidence that they will fix the axle of my vehicle in which they did. Now, the service manager said that there was a problem with my vehicle power steering. The power steering of my vehicle is fine and has no issues the mechanic himself said probably he hit something while my vehicle is being repair. The service manager did not even offer to fix the issue for free since they damage my vehicle. They left me unattended at the parking lot without any assistance because it's closing time. I waited for the tow truck that I called to take my car home. I am giving them a week to reach me and fix my vehicle or I will seek and file legal action.

This place is always a hassle! I purposefully make appointments for alignment (I have a lifetime alignment) first thing in the morning so I can wait for my car. Then I either get a call or when I show up I am told that I need to leave the car. That's not an option for me as I live alone!! They don't care! I usually wind up going to Mavis and paying for the alignment which they do while I wait. This Hackettstown location is terrible!! Never had these problems when I used to go to Parsippany!!

I made a 3 PM appointment for an oil change and tire rotation. I showed up just prior to my appointment to find out the manager and assistant manager had stepped out for lunch and wouldn’t be back till after 3:30. I then walked out the door took my business to Lube it all near the QuickChek on Mountain Avenue. They got me in immediately.

On two separate occasions I came to this Pep Boys in need of one tire . On both occasions they told me “we not breaking up a set of 4 tires and we can not do it for you. “I went to Mavis down street , same situation and they came through with the 1 tire multiple times , no questions asked. I got to blame the management at this pep boys . Mavis gets 5 stars , the people way nicer there . Pep boys zero stars . I still don’t understand why he insisted on selling me 4 tires . Do they not just order more anyway? Made no sense

Came in during the recent winter break in late Dec with a check engine light on. They diagnosed the issue with the emissions and fixed it the same day. Only problem was they forgot to install my engine cover. My family and I were out of town visiting family in the area and didn’t realize it until we were back home in Virginia when they called me to ask if my cover was not on in early Jan. I checked and sure enough it wasn’t but I was not going to be back in the area until possibly later this summer. They offered to ship it to me and I agreed. To this date, I have not received the cover. I called every other week since Jan and they kept having excuses on why it wasn’t shipped (limited people working that day, unable to go to the post office that day, etc). They FINALLY “claimed” they shipped it in early March and I called after two weeks when it didn’t arrive to ask for a tracking number. No tracking number, and I still don’t have it to this day. I really don’t think they actually shipped it and they have been lying to me this whole time about not shipping it. My check engine light is now illuminated which makes me question the validity of their repair now too because of their deceit. UPDATE 5/9/25: I followed what the owner stated below and sent the details of my experience to the pepsocial email address where I received an immediate reply stating they would have their Field Leadership Team review my case. I then didn't hear anything for a couple weeks so I followed back up with them on 4/23/25 and once again they stated that my case has been updated with my most recent comments and they are researching it. Just sent them another email just now to ask for any resolution on the matter. This is not a hard case for them to settle. Just send me my engine cover already like you agreed to do in the first place! Why is this so difficult?

Terrible service, lies, and unfinished work —avoid at all costs Absolutely terrible experience. I dropped off my car at 10 AM for a brake repair, clearly asking for a specific part to be replaced. They never explained that I would need additional parts for one of the many services i wanted done to be specific breaks they did my pads no rotors and was not advised to get them because my ebrake pad had nothing to do with the rotors , yet they still charged me $630 for a job that was never fully completed. When I checked in, my car was still sitting on the lift all day because the parts they needed never even arrived. They waited until the last minute to tell me that it couldn’t be finished the same day something they should have been honest about hours earlier. They also told me they would call me back after talking to a manager. they never did. I had to call back myself after 15 minutes, only to find out they hadn’t even spoken to the manager yet. When I finally showed up in person at 5:30 PM, they rushed to hand me back as i told them i wanted back and guess what the vehicle was exactly how I left it — sitting there all day only the brakes touched, no new parts delivered, no intention of finishing it properly as they originally said. Worst of all, when I left, my brakes were still making noise and felt unsafe. This is the second time they’ve let me down badly. I will never trust them again. If you value your time, money, and safety, take your vehicle somewhere else.

Failed to offer transparency in pricing and ended up with a bill well over what was quoted. A quoted 2.5 hour job installing 4 tires took almost 6 hours. Not worth it, ans wish I did more research.

Pulled up with a tire that had a slow leak, turns out there was a nail. The two gentlemen that helped acknowledged issues I didn’t notice - an alignment and new battery are needed. They fixed the nail and I will be back - Super helpful and kind!!!

Came in last minute for a quick oil change. Anthony greeted us at the door and quickly got us in. While waiting he, without hesitation, helped us get quotes on tires for future reference. Anthony's accommodations were very much appreciated and we will be back for his A+ salesmanship. Minus 1 star because we were recommend to get a cabin air filter which we happily agreed to. But shortly after we were told there was no driver able to pick up or drop off the filter, including g the manager, Dominick. who was in the building at the time. Dominick should be more accommodating to a customers needs especially when it comes to a part their own store suggested we get replaced. Thank you for your help Anthony, he gets 5 stars.

Excellent experience. Booked appointment online for minor repair and work was done within minutes. Thanks to their free evaluation service, I also had additional work done the following day which was also done exactly as scheduled. You do need to be aware that they have limited onsite stock so you may need to return when items are received at the shop. Also, if you are waiting for your vehicle and have time constraints, you should probably let them know and schedule accordingly -- this is a small shop, not a dealership.

Jose helped me instantly when i called and asked for help with my vehicle he got me in right away no issues. Once i arrived they got right to work on my car and finished everything in such great timing. If you need a place to get great service this is the place to come to you will be satisfied.

A few weeks ago I had a 12pm appointment for an oil change. Just an oil change. That's it. I waited 2 hrs. Don't bother making appointments because you have to wait anyway. I scheduled another appointment with them for tires but I just canceled because if I waited 2 hrs just for an oil change. Might be 4 hrs for tires lol

We went to Pep Boys of Hackettstown for an oil change and received excellent service. They were very informative about their products and made recommendations based on what we needed for our type of car. They also provided suggestions for future services which was helpful for us. All the employees were friendly and quick. I would recommend this location.

Less than positive experience. Made an appointment and was told it would take 30-60 minutes for an oil change. Sat for 90 minutes in a very cold waiting room. While there, a disgruntled customer came in with a very legitimize problem. Got to listen to lots of foul language, they fixed the brakes on her car as they obviously didn't fix them correctly the first time. Then come to find the price of the oil change was not what was advertised. I would never go back, there are better options!

once again Dominick the store manager showed excellent customer service and care, He helped me with my needs with ease and is a expert when it comes to vehicle care and parts. he really knows how to keep the customer happy and how to put them first. most helpful person in that building and will continue to be!!!!

I had an excellent experience here today (5/21/23). I brought my car in for a last minute appointment to try and fix the work that another shop cannot seem to fix. I was greeted quickly and when I explained the nature of my concern I was told up front what it likely is, and that if it’s a certain setup they would not be able to fix it but I would need to return to the previous shop. It ended up being that scenario so I need to go back to the first shop, but Pep Boys was kind enough to set me up with a temporary fix to ensure that I am able to drive without worrying about my tire. They were kind and professional from start to finish and I fully intend to bring my vehicle back for future service work.

Usually use the service center across the street but they were booked up so I tried to get an appointment here. Made it online for a “free diagnostic test” to check why my engine light was on. WELL…turns out it’s not free, it’s 99$ and that’s just to see what’s wrong with it. Then they charge you labor and service to fix it. Avoid !!