Pep Boys Auto Service & Tires — Attraction in New York

One star is generous they deserve 0. Today, I took my car to pep boys to be serviced for an inspection ($37). I dropped off my vehicle (2020 Acura MDX completely maintained and serviced by Acura). At 8:58 am I received a call from the customer service representative stating that my car didn’t pass inspection and needed it’s windshield wiper blades to be replaced and it would cost me ($58 additional for a pair). As a woman my instincts told me something was off and I informed them that I would call them back.This seemed odd as my car is maintained by Acura. Nonetheless, as a woman who needs her car to pick up her children and to go about her day full of errands and to get to work. I called them back at 9:09 am and told them to proceed. At 10:11 I called the facility and was told to hold on and was hung up on. I immediately I called back and told my car would be ready in 10 minutes, I walked up in 2 and see my car sitting in the parking lot (how odd). I walk in and wait a few minutes to be tended to and don’t question the fact that my vehicle was in the lot before the 10 minutes … I pay my new balance due which was $100.15 and walk out and get in my car. I see a paper on my dashboard and assume it is my service break down and I felt compelled to read it, instead it was actually my vehicle inspection pass report which states that my vehicle passed inspection at 8:23 am. I noticed something didn’t add up and I check my call log and notice that my vehicle passed inspection prior to the call I received stating it did not. I could not believe my eyes that the employees at pep boys saw a women and did not hesitate on taking advantage. I walked right back in and was greeted by the same customer service member. I explained to him the time frame of things and pointed out the time frame on the paper in which they provided me with and he insisted that they did not take advantage and that the vehicle failed inspection prior to the time that it stated it passed (they could not provide proof of this). He insisted that because they assumed that my car was a “fleet vehicle” aka “a company car” that they forced it to pass inspection. WHETHER IT WAS A FLEET VEHICLE OR NOT IF IT PASSED INSPECTION THEN I SHOULDN’T HAVE BEEN CHARGED ANYTHING ELSE IF I CAME FOR AN INSPECTION ONLY !!!!!! Then he changed the story and stated that it passed inspection because they changed the wipers, which would mean that they changed my wipers without my approval OR ACKNOWLEDGEMENT THAT I WOULD PAY FOR THAT SERVICE. If the excuses weren’t enough then the customer service rep adding insult to injury by insinuating that I was trying to get over on them was ! Never in a million years did I believe that I would be scammed out of my hard earned money just because of my gender. I am disgusted and still in disbelief that this occurred. I reminded them that it was not the money it was the principle and you do not do this to people. You do not take advantage of a woman because she is a woman. Never once did any apology seem sincere from the staff at pep boys. I entered the facility being very pleased to drop off my vehicle as I was greeted with courtesy and manners and I left being insulted and scammed. Today, it was me and tomorrow …. IF YOU ARE A WOMEN IT CAN BE YOU. Be aware of this scum behavior! Trust your gut instinct and question every single thing that these mechanics say! The fact that the manager was told to give me a refund and didn’t ask why or question the scenario means that he must be used to this happening.These men are thieves! The customer service representative insisted that I needed my wind shield blades changed regardless. THAT WAS NOT THE POINT! If I came in for an inspection and my car passed the inspection then I should’ve paid for the inspection and been recommended that I should change my wipers ! Not SCAMMED into thinking that my vehicle did not pass inspection. Shame on you as a company They are too comfortable doing this and per the other reviews it shows this is a...

I brought my car in on 1-18-2021 due to a check engine light that came on in my 2015 Ford SE. I was serviced by Dafine who did a good job at informing me what was wrong with the car. I had oil leaking into the pan of the car and needed a new gasket, as well as other issues. However, the oil leaking was the main problem therefore I was told it need to be repaired or the engine of the car would seize causing a bigger problem. I agreed to the work and was quoted $1,000 which lead me to sign up for your company credit card in order to finance the repairs. Later, I received a call from Dafine that the wrong part had been ordered and said that the tech working on my car Satish could simply rebuild the part instead of placing the order for the new one that was needed. I had asked them if it was going to cause a problem in the future they said no. So I agreed to the part rebuild and was told my car was fixed and I was able to pick it up on 1-19-2021. I was told to bring the car back should the light come back on or if there were any issues.

On March 2, 2021, My check engine light came back on and I brought the vehicle in immediately. They had said it was a code P1450 and I needed to take the car to a dealership because they didn't fix that code there. Unfortunately, I wasn't able to bring my vehicle into the dealership until April 1st.

On April 1, 2021 I brought my vehicle to Koeppel Ford in Queens where I explained what was told to me and brought my Pep Boys receipt and work history with me, I had informed them of the past issue with the oil leakage and the code that came up on my second visit. On April 2, 2021, I was informed that the oil was leaking once again in the pan and I needed a new gasket. The same thing that I was told on the initial visit. I called the store I had originally went to where I spoke to the manager Chris. I explained to Chris what the situation and that my car was unsafe to drive back to the location, I was told that the problem WAS fixed and how did he know that I didn't cause the problem myself. He then went on to accuse me of raising my voice as I was trying to explain that the dealership told me word for word what Dafine had told me when I was there the first time. Because he was being extremely rude and out of line I hung up the phone on him. I will NOT tolerate being disrespected by a manager when I have been wronged as a customer. I was told the problem was fixed and even brought it back a second time just to have the same problem overlooked thus worsened. I paid 853.83 for a service that wasn't completed properly. My mother had called after me in order to see if any resolution could be met through herself and Chris. Chris decided that it was acceptable to disrespect and talk down to my mother as well. He proceeded to continue to place blame on me and then proceeded to admit that the problem had NOT been fixed and that other services I didn't even need were done. So not only was the problem in my vehicle NOT repaired but I was also charged for it. Not only was I disrespected by someone in charge meant to handle complaints and situations such as this one, so was my mother. Chris was completely out of line, disrespectful and unprofessional. I was convinced to finance a service worth 853.83 and did not have it done. In fact it made the problem in my vehicle worse and it is now being serviced elsewhere to insure the issue is fixed.

In all my years as a customer ANYWHERE have I been treated in the manner that I was by the staff at this location. Its completely unprofessional to accuse a customer of sabotaging a job that the establishment was responsible for fixing. I feel completely floored by the blatant disrespect and rudeness from the management specifically. Don't be a manager if you're emotionally unstable and can't handle customer complaints on a...

Low Wait Time + Amicable/Friendly Reps (5 stars)

HOWEVER --

Initially, I came here for a battery replacement. The rep had turned the screen to me so I could look at the battery choices available. I chose one and they began the quote. During the in store quote I noticed that there were a few line items being added as additional charges that were not related to a battery replacement. When the rep noticed I had been watching/reading the line items they started to delete the line items as though it were a mistake (maybe it was? good thing I was watching!)

Was given a call a few hours later (different person, mechanic I think) to explain some additional issues had come up as well. We went over everything that was to be done. Some of the additional work I agreed to, and some I said could wait till a later date. We agreed, and I was given a price for all the work to be done that I had approved and waited for the car to be ready.

When I got back to the shop the following day and given my information to the rep, the price had jumped almost $500!! When I asked the rep (different person entirely) what happened, they basically shrugged and said they didn't know. I asked them to call the mechanic who had called me to give me the pricing over the phone. They called and through a somewhat hushed conversation (to me at least) it seemed they realized what had been given over the phone vs the bloated in store price.

The more I calmly pressed about how the bill was so high and a reason and other clients starting to seem interested in what was going on I didn't get more of a clear answer and then in store rep offered me a discount but it still doesnt sit well with me. I needed the car and had to pay

The bill shows almost $650 in labor for a $200 part -- worked out to something in the range of $162/hr for labor. Bill is also not very clear.

Very low chance that I will be returning for more work after this experience a quote and verbal of final price for approved work to be surprised with a ~$1000 bloated final bill when T+M//P+L was...