What clients say about Pep Boys Auto Service & Tires in Richmond Heights (VA)
Suffered a tire puncture on the way to watch the Richmond Spiders Lacrosse game. Pep Boys was able to fix the tire and get me on the road back home after the Spiders won! It was a win-win for everyone!
I cannot speak poorly about the maintenance but for the female at the front desk she has horrible customer service skills. My vehicle was brought to the Pepboys on Wistar and I was met with someone with a very negative and unwelcoming personality. I waited at the front patiently and then when the woman finally approached I tried to let her know I called and spoke with someone and before finishing my sentence she cut me off saying “I just walked all the way up here from the back” I don’t know why she was snappy but I just wanted her to know I made an appointment.
She then told me no one could diagnose my vehicle. I let her know that the only reason I had it towed there was because the person I spoke with said it could be done today. Her response” you spoke with someone from Asia who has no idea what’s going on in my store” she also thought it was necessary to tell me how little she makes and that this was something above her.
I cannot complain on the techs because they did their job but to the woman that was at the front desk, she needs to do better with customers.
I made an appointment through their central phone number only to find out at the store they don't accept appointments. Frustrating. I was there almost an hour waiting for the tire tech to arrive and fix my tire.
The reason I’m giving four stars instead of five was just because of one little thing at first the lady at the front desk. It seemed like she was annoyed to answer questions or interact with people and was more concerned with texting and being on her phone, which was rather frustrating to me just didn’t feel professional and was kind of rude. However, in the end she ended up being very friendly and very helpful when we ran into a small issue getting my fleet maintenance figure out for billing that interaction with her completely changed my mind because originally I planned on getting on here and giving a one star review, but after that secondary interaction with her, she was quite pleasant, friendly and helpful. It could’ve just been a fluke moment there at the beginning.
I was charged 40 to have Pep Boys look at my windshield wipers
and was told it will cost 600.00 to have my wipers repaired. I took my car somewhere else total cost to have my wipers repaired cost. 57.00.
This place gets one star because its impossible to give it a zero.
This was probably the most stressful and most unpleasant experiences I have ever endured with a mechanic. This is saying a lot considering, several months ago, my car was out of commission for a total of six weeks as a competitor attempted not once, not twice, not three times, but four times fo replace a bad alternator. At least at that place of business, the technicians worked really hard, expressed some sympathy for the inconvenience I was suffering, and constantly updated me on the car's progress.
This location had a far simpler mission; all they had to do was diagnose the issue with my Volvo V70. When I dropped it off, they told me that the issue was glaringly obvious. All I need was a new air intake pump and vacuum hose and my issue would be resolved. They asked me for sometime to locate the part before commencing service. A week later, I learned that this store doesn't have a direct phone line. Any time you call the line, you have to talk to a phone bank that fights tooth and nail to ensure that you never speak to in-store personnel directly. I was calling for an update before relenting and hitching a ride to the location to get some more information in-person. This is when I was informed that the parts I needed were too difficult for Pep Boys to source. The team member essentially told me that she couldn't help me and that the burden of acquiring the materials needed was on me. I reluctantly agreed to find the parts and bring them in for a mechanic to install.
Three weeks later, I finally got the parts. Approximately four days before I could deliver them, a team member called me to let me know that the entire store had been fired or transfered. She told me that my car would get a new technician as soon as possible. I tried to be understanding and agreed to bring the parts in on Friday for them to install. When I dropped them off, I was told that a technician would look at them the next day or on Monday.
Monday came and went and I got no update. I called the store and had to fight through the call center's stone wall before reaching a manager. The manager told me that he hadn't looked at the car. When I told him that I dropped off everything that was needed for the repair on Friday, he flippantly responded, "well today is Monday." I told him that I was promised service by the end of the day on Monday, and he grumpily agreed to look at it on Tuesday.
By Tuesday, the manager summarily declared that he couldn't fix the car. He tired to fix the air leak with spare parts he could find around the garage and but the car still wouldnt work. When asked why he didnt use the parts I bought, he non-sensically responded that "he didn't want to waste my money." He also said that he tried to connect the car's computer to get a better idea of the issue but he couldn't read its codes. This, of course, calls into question the original veracity of the original "diagnostic." How could they go from being so cocksure three weeks ago to being so clueless now?
So the car has been incapacitated for several weeks. I followed their instructions only to end up with what I came in with, a car that won't work and no clue what's wrong. Maybe this place should just stick to replacing tires. I can't imagine dealing with them again.
I just wanted to give huge shout out to Sean and Tony for assisting me today. Both were professional and kind throughout the process and ensured that my car was taken care of. Super grateful they were the ones to help me. Their service has locked me in as a loyal customer here and I will be returning for my upcoming repairs.
Needed a new battery,I could have gotten it the next day, but they were done within about 2 hours after drop-off. Very fast and great customer service.
Been using Pep Boys for years now and never had a problem or issue. Take vehicle every year for inspection and maintenance if needed. I leave it overnight and usually ready early the next day. Reasonable prices
Waited well over 2 hours despite having an appointment. Everyone in the waiting room waited similar times (and longer). The front desk staff were rude and helpful. You could hear them talk poorly of customers from the desk. They tried to up-charge multiple people on services.
The prices are cheap but I wouldn’t return here and waste more of my time.
I have been so pleased with the work and prices I have received from Pep Boys over the months spent overhauling my 1999 B2500 Mazda pickup truck. Excellent customer service! Pep Boys has clearly demonstrated that they care about me and both of my vehicles that they periodically service.
If you need assistance with your car, go here. It’s a no brainer. I went to Firestone to have something checked but ended up here and the service, the price, everything was phenomenal. Mickey was amazing, patience, kind, educational, and got me in same day. I thoroughly appreciate the folks at Pep Boys for turning my car problems into such a seamless solution.
Do not trust this location. Months ago I took my car in for an inspection and the dude on the phone tried telling me it was going to be over $1,100 to make it pass inspection. I was not paying that. So instead I waited two weeks, did NOTHING to my car, but when I took it back it only cost me $300 to make it pass inspection. There should not have been almost a $1k difference in price between two mechanics. Seems like a scam to me
Was nervous going to an autobody place with my previous experiences but both gentleman working on 9/20 were the absolute best. They were sweet and knowledgeable when I had a tire issue and just needed one. They didn’t push when i said I just needed one and brought to my attention in about a month or 2 would need the front ones replaced. Will definitely be back!
Customer service was good. Systems are old and don’t work well. Had an 8:30 appt. After an hour and a half my car still was not pulled into a bay. Only giving 2 stars because staff was friendly. I did not receive service. Took my keys and left
I want to thank Dylan and Artie for great customer service. While traveling to Maryland, one of my tires started sounding funny, so I found a Pep Boys nearby, and it turned out to be a blessing. When I arrived I explained my situation and they weren't sure they were going to get me in since it was late Sunday afternoon and they closed at 6p. But, they were able to squeeze me in, and after driving my car, Artie said he could not let me get back on the road with that tire. He replaced the tire and got me back safely on the road. Dylan was so helpful and caring that he even wanted me to call him the next morning to make sure that I got to Maryland safely. I highly recommend this Pep Boys!
Women i delt with was extremely lazy and had an aditude. Aside from this i called 2 hours ahead to make appointment and when arrived on time I was amazed that it took 2 hours to get my car in the bay. I could clearly see a bay open as well as working piddling around. Had this not been a company vehicle I would have asked for my keys and went else where.
DO NOT RECOMMEND WISTAR LOCATION
Great experience in the beginning that quickly went downhill. Bought a new car that was showing issues with the suspension. I was told it may take a day or two since I was doing it through Silver Rock. Fine. Was told they’d contact me directly to get the go ahead for any repair work. Never called me once. Only got an update through an automated email saying I needed new struts and mounts. This wasn’t done. Only thing done was they added grease and the “noise went away”. Noise isn’t as bad but is still there. To top things off, my partner went to pick up the car (4 days to add grease to the wheel) and when he tried to ask why they didn’t replace the struts, the clerk cut him off saying “Please don’t. I haven’t been here for two days.” Will not be going back or recommending this place to anyone. Experience was so poor that Silver Rock is giving me a free hour diagnostic at a different local shop.
Service is way down at the Wistar Road location. Seem like a bunch of young guys that don't really want to work. We do all our work on our vehicles minus alignments and balancing and they can't seem to even get that correct. Get people that really want to work and do the job.
Went to get a state inspection here and was quoted $560+ I called my brother in law to make sure everything checked out and he looked at the chart they gave me and said they def overcharged me. So I went to a different location and they told me my car was fine and there was nothing to fix!! So yeah I paid for two state inspections but I still saved sooo much money! That’s actually so crazy
Was working in the area late Friday and of course had tire issues and was supposed to be in North Carolina and ready to go to work Saturday in South Carolina anyways had a tire issue pulled in Pep Boys a man these guys were Johnny on the spot. They got me home safely we had to buy a new tire, but kudos to That crew that was there I wish I would’ve known her name, but they were like I said Johnny on the spot and they got me home safe
We got a nail in our tire, and my husband had to leave on a business trip that evening. Alex got me in right away and worked to get me out the door quickly. His kindness and professionalism were superb. I would definitely recommend Alex and this Pep Boys. Thank you for such great customer service, Alex!
I had my brakes worked on at the Wister Pep Boys. They were very nice and kept me abreast of all changes and delays with the service. They did excellent work.
My Pepboys card would not go through and the kind cashier tried everything and made calls to assist. Fortiva closed my account with, $2000 credit with no heads up to me.
Pepboys had to keep my car until I paid. My daughter paid for me. But I will not reopen my fortiva card because they closed my card without my knowledge. But Pepboys on Wistar, is the best and everyone was great. The young cashier guy was so patient and helpful. I will recommend this location .
Came in to have two tires mounted and balanced(loose off the car) it took them an hour and a half to do so. They also chipped paint in multiple spots and then when I got home I realized there was ALMOST 45 PSI IN BOTH TIRES!! Terrible service. Also witnessed them “test fitting” my wheels on another vehicle.
I just want to say the guys there did an amazing job. I just went in for a fuel injection cleaning but they were quick, friendly, and easy to talk to. Very straight forward without talking down on me like some mechanics have before. I’ll have to come back here for my tune up! Thanks again for turning around Pepboys for me (:
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