Pep Boys Auto Service & Tires — Attraction in Hueytown

Update: 08-21-2025 I am updating this review from 2 stars to 3 because Julian from Pep Boys in Hueytown finally contacted me and I still had to educate him on what customer service is. We had to go through the whole thing again in order for him to understand that everything was a huge inconvenience and that the customer should be compensated accordingly. He finally gave me some type of compensation that seems fair. Sensitivity and customer service training really needs to be done at that location because he called me at 7:30 am and spoke to me with the same nonchalant tone that caused a good share of the grievances in the first place.

Initial review: I placed an order through Car Advise for a front brake rotor replacement and it did not get done because they ordered the wrong part. Once they found out, it was too late because they put the wrong part on the car and when they rolled it out, they caused damage by breaking 2 studs (1 on the left tire and 1 on the right tire). I was told by a very uncompassionate person named Julian that they called "everywhere" but could not find the correct size. I proceed to tell him that I'm looking at the exact part on Advanced Auto Parts right now, what size are you looking for? He tells me 315.5 mm but the one they put on was 314mm. How do you put on the wrong size and not know it and where did you get the part from? I see right there on the app and even on Google that the size I need for front brake rotors are 316mm for a 2020 Subaru Outback. I even call Advance Auto Parts to confirm and they did. I asked can he put the old ones back on and he tells me that he would have to find them because they threw them away. Why would you throw away the part before verifying the replacement fits first? He called me back to let me know they found the old rotors but broke my studs in the process of it all. I show up to the shop and the guy has no compassion and gives me no apology for the major inconvenience of being without my car for so long. I asked who he called and he said "everywhere". I said, like I told you on the phone Advance Auto Parts has them. He said the store up the road said they looked and no one has them. How can that be when I can call, look on the website or app and verify myself otherwise? He said once they said they didn't have it he left it at that. I said but the other store has them so could no one go to the store to pick it up? He said they have to deliver it and the other store does not deliver where he is. I booked the appointment at 11am and got my car back after 6pm. He tells me the correct part will be there at 9am tomorrow. He offered no compensation nor sympathy, just here are your keys and we will replace the broken studs. I got there the next day and was told by Blake that another store even further than the store closest to them would deliver it. What? They also double charged me for the service and am still waiting on my full refund.

I've been communicating with customer service via email since Saturday. They of course have promised that a lead will address my issue but I have still been waiting on action from that store since. I use this location because it is convenient but now I can't trust them with folks like Julian working there and full negligence of not checking parts before you put them on, accompanied with no...

I have used this location for years. I was a mechanic for 21 years before my old age caught up with me, so I’m not stupid when it comes to vehicle repairs and maintenance. I stopped in the other day and was informed that my usual and trusted mechanic was no longer employed here. I attempted to find out where he may have went and they offered zero info. The guy at the desk assured me that the current mechanic is just as good as the guy I usually used. I had a feeling I should have left, but I figured I would give him a chance (he told me he had been a mechanic for a long time). I attempted to have multiple services performed on my car. As soon as I entered my vehicle, I noticed grease and oil everywhere. It was actually insane that someone would give the car back like that. But I chose not to judge, as I remembered how hard it is to keep cars clean inside when you work with grease all day. On my way home, I found the vehicle to have vibration worse than before I came. I parked at home and figured I would take it back tomorrow, they kept the vehicle all day for an Oil change and tire balance and it was then dark outside. When I came outside the next morning, there was oil all over the driveway. I checked the oil level and it was empty. I filled the oil and immediately went to the dealership, as it’s apparent the new guys at Pepboys can’t be trusted. The dealership found the oil filter had 2 gaskets on it, which caused my oil to leak out. There was old weights on the wheels and they were all out of balance. So basically the mechanic did neither job correct. I called the store and informed them what Jemarcus had done, and the lady I spoke with was extremely unhelpful. I had to purchase both services from the dealership after I already paid Pepboys. Lesson...

I have had such a bad experience @ Pep Boys Hueytown and will never return or recommend this place to anyone. We brought one of our cars here for a check on the coolant system @ 9am on Tuesday 8/2/16. After hours of waiting we called for an update and was told they were working on it. Another few hours went by and no call from the staff so we called for an update and received the same answer. Around 5pm we called and they said they were going to do a block test on it. After waiting all day and not receive an answer to what was wrong with our car we decided to go by there around 6pm. When we arrived we were told that they didn't have the necessary equipment to do the test because the Bessemer location wouldn't loan them one and the head Mechanic was the only person who had the equipment. On to Wednesday I called around 11 am and was told once again they were working on it because the head Mechanic was in today so I informed then we'll be by around noon but didn't arrive til after 1pm and low a behold nothing has been done. So after I expressed my frustration with Lynn & Brooke they basically treated us like minions. Brooke decided to give me an doctors office analogy saying all patients don't leave well. I feel like if they couldn't figure out what was wrong they should have informed us so we could have taken the car somewhere else. But Brooke made sure to let me know that I will be leaving here and taking my problem somewhere else. I've already missed 2 days of work and still don't know what's wrong with our car. So we want be back. SO FED UP!!!!!!! It made me give them 1 star to post but I wouldn't give them anything. Pray they don't do anything to our car after this post because we're sitting in their lobby...