I made an appointment 24 hours in advance. My appointment was not honored. I waited for hours while very sick. I did get an attentive service desk person. However, the repair people were hours behind schedule and that's inexcusable.
This was my first experience with the service, and I found the customer service lacking; they really need better training. Additionally, the discount that was promised wasn't honored, and the pricing for certain services was not clearly communicated to me. Could not find my vehicle after service.
Xavier took excellent care of me and my car. AAA let me down twice. My daughter had to drive the car late at night and leave it in Pep Boys’ parking lot. At a time when everyone feels frustrated—especially with the weather—Xavier was patient and understanding. He was mindful of my budget and saved me money. My daughter felt confident and was able to drive the car home safely to Philadelphia.
Julian did an excellent job of getting me seen without having an appointment! Their service was very fast and efficient and within an hour I had a diagnosis for my car. Shanni was also really helpful and made sure that he let me know all of my options. I didn’t feel pressured to purchase anything! Excellent guys ask for them if you ever go!
3:40pm - I call to see how busy it is - confirm it will be available by 6pm, “yes if you bring it in now” ok great 3:45 - I drop off the car 3:49 - confirmation text, estimated completion 6pm started on the website 5:50 - I check the website tracker. Showing no technician assigned yet… so I call… it’ll be 30 more minutes. I ask if there’s any way to prioritize… I was told 6pm work would be complete… “no, we said it was 2 hours until it could be worked on”. That is not true. But OK, 6:20 I’ll deal with it 6:25 - I arrive to pick up the car. “It’s still being worked on” 6:45 - still in the waiting room, will be late for a dinner reservation, but now plenty of time to write this review 6:50 - systems are down! Car ready but can’t check out 7:00 - an hour late, finally able to check out. Also now see they add a $9.99 charge for resetting my oil check warning (which is easily manually done by me). Thanks!
Poor time estimate, then deflection when called on it, and now blowing right through the revised estimate. With a realistic estimate I would have just brought it in tomorrow. I advise padding any estimate they give by an hour, or just going to one of the number of local shops in the neighborhood
Brought my car in for an emergency battery replacement and was not disappointed. I arrived thinking I’d have to leave my car overnight, however, Tayla assured me that I didn’t and made it happen. She was professional, polite, and her demeanor calmed my anxiety. Special shout out to her and the rest of the team that worked to get my vehicle up and running in this terrible weather, you’re all greatly appreciated!
Total cons! Do not go there! Had to repair my tire on my way home right after I supposedly had my tire checked from this place! They told me it was the valve stem meaning I had a hole in my tire. I started losing air 5 minutes after driving and I was already on the highway and I was scared to turn back! Had to get it repaired a second time! I spent 29.99 on air and I could have done that myself! And i realized after a long night that they didn't even take my tire off because they never asked me for my rim lock! So what did they do! Save your money and go else where! Totally unprofessional in the highest degree
I had a great experience at Pep Boys from start to finish. The service was professional, kind, and very well organized. They took excellent care of my vehicle and kept everything smooth throughout the entire process. Both the front desk and the back-end team were helpful, knowledgeable, and respectful. I truly felt my car was in good hands. I would absolutely recommend this location and will be bringing my car back here again.
Unprofessional absolute joke. I have to remind myself to never come to Pep Boys again. Rude customer service. 5 HOURS!!! for an oil change and inspection. After 3 hours I asked for my car and they told me that “they were working on it right now.” By hour 4, I asked again and they told me “5 min.” By hour 5 I was beyond angry. I would have rather they were honest and told me they didn’t start on the car. I could have gone somewhere else. Plus they charge more than the average shop.
It's such a cliche: the mechanic that tells you your car needs a bunch of things it doesn't need because they assume you don't know any better and they can scam money out of you. I brought my car in for a NY inspection. They came out and told me I needed $100's of dollars worth of tune ups and part replacements. If I hadn't JUST LAST WEEK had the entire car serviced and replaced EVERYTHING (my dad has a shop in my hometown and over the holidays, his mechanics gave my car a complete overhaul, so I know for a fact what was just done) I might have assumed they were being straight up and I would have considered doing what they recommended. I mean, they're the experts, right? I told the guy at the counter that I had just done all of this and asked how he determined this was necessary because it felt scammy. He said, "well, we recommend this based on mileage." Mileage from what? The day the car drove off the lot? Randomly? Cause it's not based on mileage from the last time it was serviced... 6 days ago. Not mileage from the last time the parts were replaced... 6 days ago. If I had just trusted them, I would have dropped HUNDREDS of dollars instead of the $37 for the inspection.
Writing my literal first google review ever to advise that you, fellow consumer, avoid this joint. They misdiagnosed my car's issue and were prepared to charge me three times what the appropriate repair ended up costing elsewhere, and in the process broke the latch on my car's hood.
Take your car and money to a locally owner-operated mechanic. The ease of longer business hours and not needing an appointment, for which I've gone with two stars rather than one, are really truly not worth it.
I have taken my Chevy Tahoe to Pep Boys for years and I have had the absolutely best experience in working with the entire team. Most recently I’ve worked with Xavier who took amazing care of my vehicle, and with my most recent engine issues with my late-model Tahoe. Xavier explained to me in great detail and with great patience what the issues were and what the best course of action would be. There’s such a great culture at Pep Boys and I think that starts at the top with Taysa and with working with Xavier, and in the past with Joseph, I have been so happy. Not sure what I would do without them!
Normally, I come to this location if I can’t make it to Walmart for service repairs on my 2024 Chevy TRAX but after two recent visits where an oil change was going to cost me over $100 and ONE brand new tire cost me over $300 I just knew this place was trying to set me up AKA scam me because I’m a woman. I went this location on December 18 for a regular oil change because I figured if I change the day, the price would change and behold…… instead of the oil change being over $100 it is now $60. I agree to the conventional oil change and an inspection says I need a brake flush air filter change and coolant service…..mind you I knew this already because I have a smart car and the car was trying to schedule me a service for these Items anyway. I agree to all the services and pay a little under $300 fast-forward to December 21 I receive a summary from Carfax stating the brakes hadn’t been flush which was a charge of $70 and no oil change had been done which was a charge $60 soooo I take my vehicle to the Cadillac dealership in Manhattan because it is the closest dealership for GM vehicles to which a mechanic confirms that there was indeed no brake flush and no oil change the service plus the notifications on my vehicle through OnStar also confirm that the services had not been reendered. I called Pep Boys and asked to speak to a manager regarding the services I paid for the week before that are not on the Carfax report and confirm from another dealership that the services had not been provided. I was told to bring my car in…..this is the week of Christmas and one week before New Year’s so there’s a lot going on and traveling to be done. I made sure to schedule these appointments before prepared travels so I would not have this issue while I’m trying to work and go about the end of the year busy lifestyle. Needless to say I had to take a day off work go back to Pep Boys speak to the manager again to which he didn’t even try to counter the claim I presented from the dealership along with the receipt provided on December 18 instead he said we will just provide the services again so there is no miscommunication or confusion…….Four hours later…..I have my vehicle back and Pep Boys pretends nothing happened. I’m not sure if it’s this particular location or what but I’m going to try and stick to Walmart for scheduled services and if I can’t make it to that particular location for whatever reason, I will just choose another Pep Boys location because this left a really bad taste in my mouth.
On July 18, 2025, I visited the Pep Boys on 3rd Avenue in Brooklyn, NY for a routine oil change in preparation for a road trip to Maryland. The following evening, while driving on the NJ Turnpike around 10 PM, the entire undercarriage shield of my vehicle dropped. My car immediately became unstable, and I nearly lost control. I was terrified for my safety and genuinely feared for my life.
Because it was late at night and no mechanics were open, I had to pull into a gas station and tie up the undercarriage myself just to continue driving. I was extremely anxious the entire trip, worried it would fall again. The next morning, I went to a mechanic in Maryland who determined the undercarriage was severely damaged and unsafe, and he removed it entirely because it was a liability to drive back to New York.
After returning home, I contacted the store where I received the oil change and spoke briefly with the manager, a Black female manager whose name I unfortunately do not recall. When I attempted to follow up, she was never available.
I then contacted Pep Boys corporate and spoke with David. On September 5, I sent him photos of the damaged undercarriage and explained what happened. After hearing nothing back, I reached out again on September 25. He told me I had supposedly received a refund, but I never received any refund and have not been provided any proof of one.
I requested that Pep Boys replace my undercarriage, as the cost is significantly more than an oil change and the damage was a direct result of their improper service. Since then, I have emailed and attempted to follow up multiple times with no response.
This situation caused danger, financial loss, and emotional distress. I am requesting a full replacement of my vehicle’s undercarriage, or reimbursement for the cost of replacement, along with written confirmation of any actions taken.
Pep Boys’ failure to properly perform a basic service put my safety at risk and has been followed by a complete lack of accountability or communication.
It is always a pleasure coming to this pep boys.In fourth avenue Brooklyn well manorly, people listen to what problems you came in for and takes interest in making sure your vehicle gets looked after properly. Service manager and technician.
Avoid this shop unless you enjoy getting scammed. After keeping my girlfriend’s car for four days, they provided a quote for a throttle repair ($1,300) that I politely declined. However, upon arrival to collect the vehicle, I was then hit with a $108 'diagnostic fee' that was never disclosed verbally or in writing. They are currently holding our keys hostage unless this unauthorized fee is paid. This is a predatory business practice—be prepared for hidden costs and a total lack of transparency.
Phenomenal Service. I went in to get a tire change and a wheel alignment. The Manager took the ultimate best care of me and my vehicle. I got my car serviced in no time. I had a minor service light issue in my tire pressure monitoring system that they took care of with out me even asking for it. It was pure love from the manager and staff at this Pep Boys. I highly recommend anyone to go here to get their car tuned up and serviced. I will absolutely be going here for all of my future maintenance. Big Thanks to the Manager and staff at this Pep Boys Location.
If it weren't for the manager this would be zero stars. I went to Pep Boys with an appointment last weekend. I needed to do tire rotation and alignment and they told me it's going to be really quick, at most one hour. I went to a coffee shop nearby to wait, and after 2 hours the status still has in progress and they haven't called either, so I went back to check. Turns out my car is still unserviced, so I went inside to ask. When I asked for update for my car the guys at the counter were extremely rude; they kept saying the system is down so they can't check what's happening. But since the system shows the assigned mechanic name, I asked them to check with the mechanic but they refused to do that just kept saying they can't check. After insisting them to check one of the guys, Xavier, went into the mechanic section and came back after one minute saying that "there are too many cars the mechanic doesn't remember if he serviced your car yet so he will come out and check, just wait next to your car". I waited next to my car for 15 minutes and nobody came out, but I was pretty sure that it hasn't been serviced so I went back inside again. This time I was able to speak with the manager and he was much nicer. He went to check with mechanic and came back apologetic, said that there was some problems with the previous car that mechanic was dealing with but he's almost done, and my car should be ready in 30 minutes. So clearly Xavier was just lying on top of being extremely rude. I would not go to this place ever again.
My usual inspection place closed. Made an appointment here (which *was* delightfully simple online). 3 HOURS later, I finally left (never had an inspection take longer than ~20 mins) having paid $66 for the installation of 2 bulbs required to pass inspection and carrying a $900 list of "recommended maintenance."
Brake fluid flush? Yeah, did that in October. Air filters? Checked them myself two months ago. Four-tire rotation? Six months ago. List goes on.
Terrible. I came in to get my battery replaced. Shortly after my check engine light turned on and I was informed that the wrong battery had been installed in my car. I called and requested a refund and was told it would arrive in ten days. 10 days have passed and I am calling regarding my refund and no one has provided me with a straight answer. I Definitely do not recommend. Extremely disappointed.
⭐ 1-Star Review (Wish I could give zero.) This Pep Boys on 4th Ave in Brooklyn was an absolute nightmare. I only went in for a battery change and a flat tire fix—simple. My car had NO issues before. The moment they were done, the EPC and engine lights came on. Then they left my car running even after I told them that wasn’t the problem, and it literally started smoking in their parking lot. Disgusting incompetence. Their customer service was even worse. Everyone was dismissive, rude, and completely useless. I sat in their lot for over two hours, stranded, stressed, and ignored, trying to figure out what THEY broke. I called the 1-800 line out of desperation, got connected to the manager of this exact location, and even after telling him I was sitting right outside his shop, the manager, David and his assistant Taylor listen to what I had to say, and the solution that the manager suggested was to reimburse me for the cost of services and to pay for repairs after I get an estimate from the dealership where I sent it back to because Pep boys suggested I take it back to the Seller. This whole experience was disgusting, unbearable, and completely unacceptable. My car went in perfectly fine and came out a mess. I feel so defeated and hurt. Avoid this Pep Boys like your sanity depends on it. The only sensible person here is David the Manager and if he is not attending to you personally or working on your car directly, then don't bother.
I came in for a state inspection and they told me it would take about an hour. I got a notification saying that the inspection had begun after about two hours. Then I sat around for another two hours before finally getting up and asking about the status of my car. After I asked about the car, the employee checked on it and it turned out it had been done for two hours. They just let me sit and wait without notifying me. I don’t know how long I would’ve waited if I hadn’t spoken up for myself. I will say that the staff was friendly to me when I interacted with them, but this was pretty bad customer service in my opinion. Would not recommend.
Had purchased a set of tires for my Lexus. Made an appointment but my wait was over 2 hours to get this done. I was patient but near kept informed on status of the installation. I had to ask to get updates. I know that since these are retail outlets they do take long. If I was to take it to a local business it would be done quicker but the price was reasonable. I did have to return a week later because 2 of the TPMS was bad and so had no choice to get them replaced. These replacements was unexpected especially since I had no problems before I had new tires put in.
The experience was excellent — great results and very good value for money. The only downside was the long wait, from my 9:30 a.m. appointment until 3:45 p.m., and the fact that the employee named Xavier seemed completely disconnected from planet Earth. Other than that, highly recommended.
I gave Pep Boy at this location (spacious and comfortable waiting area, free coffee, internet) 5 stars because I genuinely APPRECIATE the positive attitude of the manager and the mechanic who tried to check and fix my car power steering pump again for FREE (still in warranty). Overall, most of the mechanics at Pep Boys are nice and friendly. Customer services or their managers are helpful and always willing to provide support and fix the problem again. However, based on my experience, I still have doubts about the overall skill level of the mechanics at Pep Boys at 3 different locations. *Pep Boys Hillside: Services here, including battery replacement, alternator repair, main seal, rear main seal, and a few other repairs. However, they installed a battery that did not fit properly in my car’s tray. My car broke down twice on the street with the same issues — leaks and damaged parts — despite multiple visits for repairs. After their service, I also noticed that my car’s interior had become dirty, greasy oil stains. *Pep Boys Utica: Services done here, including coolant change, belt replacement, battery, alternator, repairs related to the check engine light, and other stuffs. Many parts were replaced, keep changing but the engine light stayed ON even after multiple visits. They claimed "it's normal proccess" and claimed to "old car". Received correct battery SIZE there, installed a new alternator again, fixed leftover from previous Pep Boy, except rear main seal leaking. Some terrible experiences: overfilled the coolant — it was filled all the way to the top of the cap, far above half of the recommended maximum level with “protect” meaning of my engine as they persuded me. They didn’t understand such a basic mechanical principle. Left foreign objects in my car — a towel and a loose battery connection after checking power steering pump. *Pep Boys 4th location (here): Services: power steering fluid replacement, and power steering pump, hose replacement. -First visit, they overfilled the fluid—far above the maximum level. I removed some by myself. -Second visit, replaced the power steering pump and hoses due to leaking. The job seemed to go smoothly, but two weeks later I had to return because of same problems. The manager, David, and the mechanic, Kelly, tried to reattach the hoses, but that didn’t solve the issue. Two weeks later, I came back again and had to wait several days for parts coming, replaced again one of the hoses. I suggested that the pump might still be leaking, but they insisted showing me there was no leak. However, I continued to notice minor leaking from the pump every day by putting my fingers to touch. The mechanic claimed me "big leak under the car, bring it back", and advised me to watch out the power steering fluid level. I agreed. He left the power steering fluid level below the COLD MIN mark when fixing horse again. Luckily, I checked and brought back because steering wheel felt stiff. It would have been dangerous to keep driving with such a low fluid condition. When I mentioned this, Kelly naively said, “It’s just a little bit low", and the guy in front told "it's still safe to drive.” CANNOT imagine. Looking back at all the services I’ve had done with 3 PEP BOY locations, around $8,000 to $10,000 in total, but my car has never been fully resolved. The check engine light is still ON, the rear main seal leaking is still there (suffered 1 year), and I’m still unsure whether the power steering pump is leaking again (previous changed Pep Boy Hillside). I questions about quality of the mechanical work seems lacking. As a result, cars often need to be brought back repeatedly under warranty repairs, multiple visits. The actual issues sometimes remain unresolved and turn into chronic or long-term problems, like in my case, causing customers more time, money, and mental stress. Even though the environment, management, and customer service are all good. In constrast, these problems could often be fixed easily and properly at a small independent shop in just one or two visits (like my case).
I made an appointment to get my battery checked. I have been at this location before for windshield wipers, and I dealt with a woman there who installed the wipers and made the experience easy. I dealt with Joseph on this visit. One word ….awful!!!! he told me it would take an hour to check the battery….ok. After one hour, I checked on the car and the technician came out and said OK so what’s going on with this battery? Are you kidding me?? He then proceeded to tell me that I needed an oil change, which I got last week from my mechanic and a wheel alignment I explained the issue that I was having and he told me I needed a battery. Back to Joseph I told him that I would like a similar battery to the one that I had and his response was well. I don’t know what you have in your car…. Not very reassuring I told him well. Why don’t you check? I waited another hour, which was expected for the battery to be delivered and installed. Finally to complete the visit, Joseph Was gone for the day and I got to deal with Xavier who checked me out…. Zero personality. I’m not asking for someone to be bubbly and talk to me . But just be pleasant . This is a service business guys get with it!!!!!! .
Horrible customer service! Made an appointment and dropped off my car at noon for an oil change and state inspection. Did not hear from them by 5:30. Attempted to call twice and was put on hold for over 10 minutes both times. Went into the shop at 6 and they claimed to still be working on it and told me to wait. Waited over an hour more in the store with no update, despite being the only customer still there. They then came out with “recommendations,” like tire rotation, coolant refill, brake fluid flush, etc. I probably would have done all of it, if it wasn’t after 7pm!
I am completely unsatisfied with my service here. After my first visit, one of my dashboard lights immediately turned on. I took it back in to get checked out and they serviced it (it was one of the tire pressure monitoring systems sensors). They replaced one in the front and as soon as I drove away, the light turned on again. I called them and they told me to bring it back in, which I did a week later. They charged me again for the inspection, which is crazy since they should have fixed the problem the first time. The service attendant at the counter was incredibly rude and looked at me like I was crazy. He came back to tell me nothing was wrong with my car. I told him the light still continued to turn on and he refused to believe me. I walked away without any resolution to the issue. This was a huge waste of time all around.
Great service! Welcoming customer service. Jody provide excellent customer service! Felt like a valued customer! Concerns were heard. Understanding of financial issues. No pressure. Good waiting area!
I went to Pep Boys for a new car battery. The representatives were welcoming and helpful. The shop had a very strong rubber smell. Obviously there are tires, however a better ventilation system will make the indoor environment more safe and healthy from harsh chemicals off-gassing.
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