Pep Boys Auto Service & Tires — Attraction in New York

I had an appointment at 12pm to replace a flat tire. Pepboys price match and I called the day before to make sure that the price match was fine and I was also told that for my specific tire, the hazard warranty was $20 despite it saying $40 online, but I was reassured that it was $20, I was also told by Teddy on the phone that inspections need to be done at 8am because it gets busy later on the day. Okay, no problem. I go in the next day and mention all these details and Alfred tells me that's fine and it will be adjusted later on after the tire gets installed. I also mention that my old flat tire needs an inspection and I was told that only the manager Teddy can do this inspection. Teddy had to leave to run errands but tells me before he leaves that he might take a while for him to come back and that an inspection may be better on Fridays where there are 3 people working the counter and I said okay, no worries and that if he takes too long I will just come back another day for the inspection or do it at another place. So at this point, I'm just ready to pay for the tire with the price match and hazard warranty adjustments and depending on how long Teddy takes, possibly wait for the inspection or just come back another day or go to another store for the inspection.

Here's where everything goes wrong. I ask Alfred how long it will take for my tire to change and he says an hour or an hour and a half. So this means the latest I should be leaving the shop is at 130pm. So I wait and this point Teddy is gone. But I end up leaving at 530pm for A SINGLE FLAT TIRE CHANGE that was a 10 minute job. I waited nearly 6-7 hours because of horrible communication. I never once told either Teddy or Alfred that I was not going to pay for the tire upfront without any warranty adjustment, but Alfred just ASSUMES that I am not going to so I end up just waiting and waiting and waiting. I start bugging Alfred after 2 hours of waiting and it was only then that he tells me that Teddy is the only person who can adjust prices so at this point I start getting irritated because I simply want to pay for the tire with the price adjusted for price match/warranty but I am told that I have to wait until Teddy comes back. I am frustrated because I told Alfred why would you let Teddy leave for an indefinite period of time if he is the only person that can adjust prices for price match? I knew he was the only person who could do the inspection but I was NEVER told he was the only person who could adjust prices. Wouldn't it have been more logical to have teddy finish the transaction then before leaving for 5 hours? They can't start the job because I can't even pay for the tire that I made an appointment for because the price can't be adjusted. So I just wait hour after hour for Teddy to come back. Alfred starts getting frustrated when I ask him for updates about Teddy's where abouts, which is understandable to a degree, but I was essentially wasting my entire day for an adjustment of like $50 because he didn't get Teddy to make this adjustment before he left. I had to decide whether to go home first and come back later if Teddy was going to take a very long time or to just stay and wait if he was going to come back within the hour. Alfred tells me that Teddy is on his way back but has no ETA. Teddy ends up coming back 3 hours later. The price finally gets adjusted after almost 6 hours, I pay the for the tire immediately and the tire is installed in like 15 minutes and I'm good to go.

I don't think Alfred or Teddy are bad people or they intentionally made me stay 6 hours for a 10 minute job but there seems to be some failure of communication that lead to this. I never said ONCE to anyone that I was going to wait for Teddy to get back to do my inspection and adjust with warranty, but that seemed to be the assumption made. I just wished staff clarified and asked what my intent was in the store today so I didn't have to waste my entire day for a simple tire change. Time is valauble...

On wednesday 3:45, we had an appointment for a nail in a tire on the driver rear side. By 5:49 they indicated that only one tire could be patched and another tire has nails and we needed to buy a tire. I indicated that my husband would be there and would make the decision. My husband returns for them to refuse providing paperwork that they managed our car to find additional problems on our car. They also refused to tell us where the issues where or what the issue was if we refused to buy the tires. We asked if we could get one tire at least patched and they said no we need to buy a new tire And just returned my husbands key. Coming to today, where we couldn't locate the wheel lock where it was in the trunk, and when calling I admit that I gave them the wrong date to see who helped us that day but either way they couldn't locate our wheel lock. This all happened because we tried to repair our tire at another service provider who said we didnt need a whole new tire. I went to drive to the pep boys and had to move my car in the drive way and had a hard time because my sensors were going off and doesnt allow me to get close to cars on top of being stressed of missing our wheel lock. the mechanic begins to make fun of me of how my car is too big for me to handle and how bad my driving is. when they finally wanted to try to help with the wheel lock they asked for my keys to check if its in my glove box. i gave it to them but then followed them to my car as i never keep anything but my paperwork and manual in my glove box. they put the wheel lock in my glove box and even the same man who made fun of me came close to my car next to the representative who put the wheel lock in my car. he continued to obnoxiously yell how im accusing them of taking the wheel lock without checking my glove box. i asked corporate should the mechanic be anywhere near my car when they arent servicing it they said NO. if the manager wants to refute this i already called corporate told them to check the cameras and see/hear how terrible the mechanic behaved. i have been a loyal customer even had a credit card. but that is gone. canceled my credit card and filed the complaint. The mechanic is the main reason im no longer trusting pep boys. PLEAAE BEWARE THEY ARE SUPER SHADY AND DO NOT TAKE RESPONSIBILITY FOR...

Drop off and service was very good, but picking up my vehicle took way longer than it should have. I received the text that my car was ready for pick up, so I went directly back to the office to pay up and pick up my car. The employee who helped me out was busy attending to another customer, which was fine, but no one else came out to assist him or attend to other customers waiting. When the employee did help me, he did a good job of trying to expedite the process. When I was given my car keys, my car was parked behind another customer's car, which made it impossible to exit. I asked the first mechanic I saw if anyone was available to move the car blocking mine and he was quick to ask someone to move it. However, when I was waiting, a separate employee appeared. I assumed she was on her break since she was standing outside talking on the phone. I did not know she was the person who was asked to move the other car until the other employees came out to check on her and reminded her to move the car. She eventually did and I was able to exit, but I wasted about 15 mins from the time I was handed my car keys to the time I was actually able to leave the parking lot. The woman who was asked to move the other customer's car clearly wasn't doing her job, or was completely misinformed, and decided to take a personal call instead. It only took a few seconds to move the car that was blocking mine. She could've easily taken her call after moving the car or if the call was important enough that she had to take it right at that moment (which I understand sometimes happens), she could've handed the keys to someone else to move the other car. This is not the first time I've had to ask the employees to move a car blocking mine to exit the parking lot. This is New York City so space is tight in parking lots, but I think the employees should follow through with the customer once they hand their keys to them to make sure there's a cleared path for them to exit the lot. They have to do it anyway so why waste time leaving the customers with the awkward task of having to go back and ask...