I scheduled an online appointment at Pep Boys to replace my tires and also requested a wheel alignment. My car has different tire sizes in the front and rear.
When I arrived, they made me wait and later called me to say the tires were replaced, but they could not do the alignment. I said okay and drove to another shop to complete the alignment.
At the second shop, I found out that Pep Boys had moved my tires around and mixed the front and rear positions, even though they are different sizes. Because of this, I had to go back and fix the problem and redo the work.
When I returned to Pep Boys, they made me wait again. This time I stood next to the car and watched how the technicians handled my wheels, and honestly it felt careless. When I asked for an explanation and requested compensation since I had to pay for alignment twice and spend extra time, I received a rude response and no one really paid attention to my complaint.
Very disappointing experience. I lost time and money because of a mistake that should not have happened.
I really needed a oil change, but my work is keeping me from getting it done at my usual spot. Then I remembered I had a pep boys really close by to my work area. I was as I walked through the door and was quoted and ready drop keys quickly. I must note they made sure to be very accurate with my car info so that my car was getting the correct oil. My car was done and felt better than before I took it in when turning the car on. Thank you Jonathan,christian and Giselle(always has a great smile and ready for everyone who comes through the door)
I went in for a very simple issue—a blown fuse and a dead battery. I already brought a new battery and a new fuse, yet they charged me a total of $1,470, which is completely unreasonable. They added extra charges by claiming additional problems that were never present and appear to have been made up.
On top of that, my rear camera was working before, and after their service it no longer works. They caused damage and took no responsibility for it.
The staff was rude, unprofessional, and dishonest. This was a very frustrating experience.
I strongly do not recommend this location. Please save yourself the trouble and go somewhere else.
Outstanding service! The AutoZone manager/employee (Justin) went above and beyond by helping me in extreme cold and windy conditions. He replaced, cleaned, and thoroughly tested my car battery with professionalism and a great attitude the entire time. I truly appreciate the dedication and willingness to help despite the harsh weather. This level of service exceeded my expectations—thank you so much!
The actual service was okay, but the overall experience was awful.
I bought new tires here and came back for a wheel alignment. Over the phone I was quoted around $125, with no mention of additional shop fees. When I dropped off the vehicle, they told me the total would be $138, and then casually added a “shop fee” for tools/equipment. Not the end of the world, but it felt like a bait-and-switch way of pricing.
They also said the alignment would take 45 minutes to an hour and a half. It ended up taking a little over 4 hours. Again—stuff happens—but the communication and time estimate were way off.
The bigger issue was the “complimentary inspection” and the upsell tactics. I didn’t even realize they were going to the inspection and then recommend things like a tune-up and fuel injector cleaning until the report came back. What makes it worse is that my car had just had a full tune-up right before the tire purchase, and when I dropped it off there were no dashboard warning lights on. Their report claimed the dashboard had error lights, and when I questioned it they brushed it off as “fat-fingering” because they were rushing to check boxes. That’s not reassuring. The dashboard lights were off when dropped off, on during wheel alignment service at shop, and the off again when I picked up the vehicle. huh? They also said my new tires all measured 8/32 tread life when they are brand new...
It honestly feels like their business model is to push extra services whether you need them or not. While I was waiting in line, two people ahead of me got the same upsell pitch. An older lady came in for a battery and they were trying to sell her brakes and other work. Another customer got quoted nearly $1,100 for something else. Then—interestingly—both employees whipped out the calculator on their phones and suddenly offered 10% off. It came off as fishy, like the pricing and “discounts” are just part of the script.
Overall: the alignment got done, but the experience felt scummy, scammy, and predatory. I won’t be coming back. Also, for anyone in Virginia: the Automobile Repair Facilities Act gives you the right to request a written estimate, and if you do, the shop is supposed to provide it before doing repair work — so get everything in writing upfront, including any “shop fees,” before you agree to anything.
This Pep Boys is excellent. Staff and management are extremely knowledgeable and very helpful. They did the job quickly and I recommend it to anyone needing any kind of tire service.
First and last time I’ll ever visit Pep Boys because I’ve never experienced worse service at any business. Their staff lies and doesn’t perform any services so I’m not sure how they even make money, or they just scam people into buying more.
I bought my tires here. 4 months later, one tire kept going flat after a few weeks, even after pumping. They gaslit me, saying they “checked every tire twice”and didn’t see any issues. This took a 2 hour wait for nothing.
3 weeks later same tire went flat again. I waited for 1.5 hours. After I asked them if my car was ready, they said they’re working on it now and will be done soon. I went to check my car and it wasn’t even moved from its original spot. They checked it for 5 min after I told them, found the issue and said we’d need to buy 4 new tires (or at least 2). Hell no. Went to Mr. Tire to get it done.
Was initially worried that I was getting scammed because I’m just a girl with car troubles - but their team got me right within 24 hours and back on the road even though I had to come back for another fix. Grateful for their customer service and transparency. They have good leadership and teamwork here.
Do not waste your time nor money here. Absolutely terrible experience waiting for hours, then asking for an update only to have them lie about looking at your car.
Regret, that I decided to save $400 on new tires by getting it here. Only to run into issues only 5k miles later and having to deal with the worst customer service multiple times. Just go to Costco.
The overall experience fell short of my expectations from a reputable car service chain. The reception area features immature staff who spend over 30 minutes browsing media on their phones before asking customers if they need assistance. This is detrimental to the business.
Made an appointment for an oil change at 1pm Jan 30. Person on the phone guaranteed work will be done between 30-45 minutes and charges between $68--$120 depending on the size of the engine. For a BMW X3 it is a small engine so it will be around mid 80's. I was there exactly at 1pm, fast forward 85 minutes later the car was ready... AND the charge was $120. I asked why I am charged the maximum $120, the cashier said it is system generated. I said no, when I made booking DAVID said between 68-120 not 120. After complaining I got an $11 discount... what a petty and pity. Never going back and will not recommend Pep Boys. They lure you and you have no choice
Recommend Pep Boys for tires and front end alignment! Professional advise from front desk to technician and matched Costco price without any hassle! Excellent service without waiting all day at Costco madness!
I had a great experience today thanks to the young man who helped me with my tires. He was professional, knowledgeable, and took the time to make sure everything was done right. I called around to five or six different companies, and Pep Boys offered the best value — both high-quality tires and the most reasonable pricing. The service was excellent from start to finish, and I really appreciated his honesty and attention to detail. I would definitely recommend this location.
Unprofessional and unorganized! Came in for a 10am appointment that was booked online with the exact tires and service I wanted. When I dropped off my car, Manny told me that it would be a minimum 3 hour wait for the service. After waiting 2 hours, I received a call from them saying that they only had 3 of the tires I selected online. They tried to upsell me on tires costing over $300 more. If the tires I requested were not in stock that should have been stated up front. After refusing the service and returning to pick up my car. They made me wait an additional 30 minutes before pulling my car around.
Don’t go there pep boys Annandale, VA.There life time wheel alignment sucks. I have just got passed the Virginia state car inspection get passed on tires and etc. the front desk has decided my tires are not good to fix for wheel alignment and asked me to replace new tires then only we do. It’s wasting of money and time to go pep boys. Focus on customers satisfaction and trust.
Made appointment to fix a simple flat tire. Wait for more than an hour and my car was still outside in the parking lot. Took my car back cause I got places to be. I guess my time and appointment doesn’t mean anything to this business.
Great place! I needed new tires so called to make an appointment. I spoke with Blue. She was very helpful and pleasant. When I brought my car in to the shop I spoke to Blue again. She was just as knowledgeable and kind as she was on the phone. I am happy with the work done on my car.
How long should it take to change two tires? An hour? Two hours? It actually took them five hours to finish the job. I arrived at the store at 1:30 PM, and it took one hour just for a representative to check me in. This place is truly miserable. You should buy your tires and have them installed somewhere else, because the total process definitely won't take just 30–40 minutes here while you have appointment. I highly recommend staying away from this place.
I stopped coming to this location a few years ago because of poor customer service. However, after the new management and remodel, I’ve visited twice and had great experiences. Blue, the person who helped me at the front desk, is amazing. She’s extremely helpful, clear, and gives realistic feedback and advice about your car. I’ve seen her handle multiple customers at once while staying professional and attentive. Instead of saying “I don’t know” or brushing you off, she takes the time to find an answer. I’ll definitely keep coming back because of her.
On one of my unfortunate days, I found myself at the Pep Boys repair store located at 7121 Little River Turnpike in Annandale, Virginia, when my car was towed there. After conducting a thorough diagnosis, it was discovered that my battery was dead, and I had a severely damaged radiator. My 2003 Toyota Echo is the sole vehicle I use for commuting to and from work. The repair shop informed me that I would need to pay $850.00 to replace the battery and repair the radiator. However, just one day after retrieving my car from the shop, the alleged new battery unexpectedly failed, leaving me in a precarious situation as I was almost late for work. My car was towed again to the same address. This time, I was informed that my starter was faulty, despite the previous day’s diagnostics. Once again, I was requested to pay an additional $700.00 to replace only the starter. It is perplexing why the issue was not identified the previous day. After two weeks, the alleged new battery consistently fails to start the car, which strongly suggests that it was an old battery that was fraudulently installed and falsely claimed to be new. Upon inspecting the car, I discovered that the starter, which the repair shop had previously identified as the faulty component is in perfect condition and it is still working. Since then, the car has been functioning without any starter issues for approximately three months.
In conclusion, it is imperative to exercise caution when seeking car repairs from Pep Boys. Their services have proven to be unreliable and deceitful.
Had an awesome experience at Pep Boys today! I bought a set of wheels about a month ago, and they kindly let me store them there until I was ready to install — super convenient. When I came in today, Christian took care of everything quickly and professionally. He mounted the wheels perfectly, made sure everything was balanced, and even gave me a few helpful tips about checking my suspension. The whole process was smooth, fast, and friendly. Really appreciate the great service and attention to detail. Definitely recommend this location — great team, great energy, and top-notch service!
Highly recommend getting a second opinion if you come here. I had an appointment on Saturday expecting to get my back brakes and rotors replaced. Pep Boys told me I needed to get the calipers replaced as well, adding $500+ to my bill. I consulted a few friends who were certified mechanics, and they told me it's incredibly unlikely a 2018 vehicle would need new calipers and would more likely expect that on vehicles 10 years older. My friends also told me that you cannot ascertain if calipers need repair unless they actually opened up the brakes, which they did not. Having taken my car to another mechanic, they confirmed my calipers were fine, and the price for parts was a third of what they were charging me. This leads me to believe that they saw I was a woman and attempted to overcharge me and replace parts that didn't need to be replaced. Will never come back and would give 0 stars if I could.
DO NOT GO HERE- MONEY GRABBERS! We had a flat tire and came to pep boys first thing in the morning for a tire change. The lady at the front desk recommended we change the front two tires and quoted about $240 per tire. We asked her to save the good tire that was being removed. She told us the job would take a couple of hours even though the mechanic informed us there was no one ahead of us. Finally when they were ready to change they tire they couldn’t find the wheel lock which was left in the glove compartment. We had just used the wheel lock since we got a flat and placed it in the glove compartment. They called us and told us they couldn’t find the wheel lock and then charged us extra to remove the tires without it. Then when we picked up the car, they said they do not have a note requesting the keep the old tire.
The bill that was originally quoted to be under $500 was over $700. We feel they over charged us on purpose with the “missing” wheel lock. The wheel lock was in the car and now we can not find it. We are pretty sure they misplaced it. We also feel the service was incredible slow and disorganized, as the front desk lady failed to properly document the fact we asked for our tire back.
Very poor service for a very simple task of changing a simple tire. We will not be returning to this pepboys for service again.
UPDATE: I received a call from the store after leaving this review. The individual I spoke to (Jonathan) told me he is willing to refund me for the wheel lock removal charge and then suddenly asked me to hold. I was on hold for over 20 mins and he never returned to the call. I called back several time and I could not get ahold of anyone. No one has followed up about the refund. This again highlights the very poor customer service at this location.
I’m so thankful to Jonathan M. And Kyu for the Exceptional customer service. Went to another tire shop yesterday about a noise and they said it was nothing. Stopped by Pep boys today, Jonathan addressed my concern professionally and immediately. A gifted tech Kyu found the issue, the nuts were loose.!!! They are life savers, literally! It could have been a very dangerous situation. Thank you so much for keeping me and my family safe. God bless you both!!!
I booked an 8am appointment to have tires changed. I arrived at 8:05am and apologized for being a few minutes late. Service advisor said it was not a problem and that the work would be completed within 2 hours. At 9:55am I checked the status and was told my car was next in line. When I asked how long it would be I was told it would be another 1-1.5 hours. At that point I asked to have my key so I could leave. The service advisor never apologized and then asked when I would like to reschedule to which I declined. Completely unaccepted, I am not really sure what the point of an appointment is if you don’t adhere to them. I have used Pep Boys in past for tire service and never had an issue.
I used to faithfully get my oil changed and tires rotated at Pep Boys because I always appreciated their honesty with me, but the service has gone downhill in recent years, culminating in something completely unacceptable. The first strike was when they kept assuring me they'd topped off my windshield washer fluid only for it to run out a week later. The second was when they quoted me $1400 for a repair that only ended up costing me $300 to fix elsewhere. But the third and final strike was this week when, while rotating my tires, they snapped one of the wheel studs and refused to take responsibility for their mistake. At first they said they would cover it because it was a technician error, but five minutes later they said actually, it wasn't their fault because the stud was extremely rusted and that's why it snapped. Friends, does this look extremely rusted to you? What it looks like to me (and the two other people I showed it to for a second and third opinion to make sure I wasn't crazy) is cross threaded and torqued to hell. I also looked at what was left on the car and it was similarly not rusted in the slightest. When I showed this to the manager, she said well, there are a number of reasons why it might have snapped other than being rusted (cross-threading being one of them). But even when I reminded them that was also their fault because they were the last people to rotate my tires, they still refused to cover the repair. Even though the part is cheap, because of labor costs, they quoted me an absolutely absurd $200-250 to fix it. So I'm taking it somewhere else today to get it fixed for $50 and never going back to a Pep Boys again.
I went in today because of a slow leak and left satisfied. I was greeted by the staff and a woman named Blue. Omg!! Blue is so sweet and she tries her best to ease your mind about your vehicle. She inspected and talked me through possible issues just so I wouldn't be shocked. Well it was the lesser of the possible outcomes. Thank you all!!
I don’t normally leave reviews but felt compelled to highlight the manager of this store was awesome. I recently acquired a 1973 240Z Datsun and brought it by the shop to bleed the brakes since the pedal felt like complete mush and I was looking to safely drive it to a vintage car specialist. While I understand the concern working on older cars can often lead to accidental breaks and few parts in stock, I asked the manager if I could sign something to ensure I would not hold him liable for any issues. He agreed and had a very knowledgeable mechanic Kyu put it up on the lift. Kyu quickly diagnosed the issue of leaking break line fluid and topped me off. While offering to pay the manager for his team’s time, he graciously replied that they do free break checks. Thank you Pep Boys for your honesty and professionalism and setting me up for a safe drive to get this vintage car properly restored!
I scheduled an appointment for a simple oil change for 1 pm, but due to no traffic I was able to get there around 12:40 pm and I let them know that I was there. I come back around 1:45 pm thinking my car would at least be on the lift and come to find out that they haven't even started it yet. I let the person at the front know and they said they would start my car after someone else!! This is ridiculous, what is the point of appointments if you don't even use them. I understand it may not start exactly at 1, but 45 min into the scheduled appointment and my car isn't even on a lift and now I have to wait on someone else first?? It takes at least an hour to change the oil due to my car being 5 L and needing almost 10 quarts. I had other errands to run and a another appointment I had to reschedule. They also had at least 3 empty bays available, which they could have at least put my car on to start the drain. I provided picture below. This is unacceptable for a simple oil change!! Last time I'll be coming here. Don't make appointments that you can't keep.
Update: moved it to 3 stars instead of 2 due to the customer service being apologetic and nice. They should still explain better how appointments work and let the customer know that it's just a drop off time and not when they will actually work on the car.
My experience wasn’t great at all. The only reason why I decided to purchase was due to their current sales promotion. The waiting area was filthy to say the least. I originally was scheduled for a 9:30 AM Appointment in Alexandria. Unfortunately they were unable to fulfill my appointment due to one service tech. The next available location was Annandale…. I called to schedule an appointment…. No One Ever Answered The Phone…. I contacted the location multiple times… Still no answer…. Then I drove 27 minutes to the location to schedule an appointment. Luckily my tires were in stock and the availability for appointment. Arriving a day later at 9:58 Am for my appointment at 10:00 AM. I was notified that the service would take 2 Hours Max. Arriving back at 11:35 turned in after 1 PM. The staff decided to take a collective break while leaving my car untouched. I asked why? The representative gave me a bogus excuse instead of acknowledging the lack of communication, speed and transparency in the matter. Not to mention several of the staff member didn’t wear face masks inside the building or while servicing cars! I was really hopeful for a better experience. Maybe better luck next time….
Nov 30, 2021
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