Pep Boys Auto Service & Tires — Attraction in Roanoke

I would give them a a ZERO if I could. For 2 days in a row my husband and I both experienced the rudest customer service experience and were bold faced lued to by 4 separate employees (one named Sandy), including their assistant manager Harry. We had called 4 hrs prior to Saturday closing hours for a simple tire patch and were denied the option to do so. We then went in to try our luck with the wait time. The gentleman again denied us as he said they were an hour behind and asked if we could come back, so we did. At that point an hour before closing Sandy again denied us and said "I just really wanna go home ". Despite us being frustrated we still honored her request and decided to try again the next day. Sunday we call to again try and make an appointment. Again we were told there is a 3 to 3.5 hr wait. So we asked if we could make an appointment for 4 o'clock to let them catch up.We're not expecting to have everyone drop everything and put us first, we're just trying to get on the list for our tire to be quickly patched at some point before returning to work Monday. This time we spoke w Harry who told us no ge would not be taking the appointment. He said he had every right to turn away whatever he wanted to, even tho the store is still open 2 hrs after that requested appointment time. I asked who was his manager and I was told this store has no manager I would need to call the 1 800 number. He said that the customer is not always right and he again can deny whatever services he wants. I had asked him who was working yesterday to be able to have our ducks in a row when we called the 800 number. He said he didnt know because he doesn't make the schedule. As a manager myself, I know for fact that if I am not in site, the next in charge knows who is working fix any last minute call ins that do happen. At this point Harry told me to take my business elsewhere and hung up on me. I understand frustration in a customer service industry but this was beyond disrespectful and handled wrong by every employee clear across the board. No apologies no remedy offered, just rude. I decided to call another store to see what is company policy and to separate fact from truth before calling. The next closest store are 20 min or more away, again having a fat/leak, hard to get to. I spoke w the NRH store and was told that 1 I should have never been turned away nor denied the opportunity to make any appointments.,. I should have been honored any offerings made by the first gentleman on sat to service us. 2 every store gas a manger but he was nice enough to give me the regional manager info. 3 while the am do not schedule they are aware of who works their shifts they're responsible for and that information should gave been given. Lastly there's no way anyone can turn away any service they want to no matter how busy, this again is why they take appointments, to reduce poor customer service incidents as this. I have since called the 800number and now have a complaint filed and I am hopeful that the regional Jeff will reach out to us. We would of been happy to go elsewhere and leave well enough alone if we had not had 2 separate incidents, been lied to, and hung up on. Again, for no more than maybe 30 min of their time for a...

[RACIST LOCATION. STAY AWAY!] I made an appt YESTERDAY Aug 23, 2024 for 10am the next day Aug 24, 2024, just needed an oil change. I arrived fifteen minutes BEFORE my appointment. An employee named Gary was the only one working the front hem I got inside. There were roughly six people waiting inside. He made mention, "You'd think they have more than one person working up here on a Saturday."

About 8-10 minutes go by and another male employee comes out to help him. He helps the guy in front of me. Then about he vanishes and then returns. He looks at me and I'm waiting for him to say I can help you. He does not. He starts doing something on the computer. More people start to come inside. Eventually he looks at the line and says "I can help whomever is next." Well you KNOW it is me because I have been standing here before all of these other people behind started coming in. I knew he was going to be a problem. But I let him know I was there for a 10 am appt. This employee (white male probably in his 30s) told me it would be a two hour wait because it's the same day appt. I said I set the appt YESTERDAY and NOT today. He said they have four 10am appts. Ok. I'm one of them. He didn't even want to look up the confirmation number of my appt when I asked him. He was trying to write up my appt as a walk-in on a form he was writing my information on. I stopped him and said do you want the confirmation of my appt details. Because all of what he was trying to write down was already on their system. It didn't make any sense other than he must be a racist. I am not one to immediately think racism. He told me my appt was not confirmed so it is same day, without even looking in the system to see that it was CONFIRMED. Look at the proof I've posted. So he must be racist. No other reason makes sense. I was having a great morning. Left out quiet and figured I'd just post my negative experience with this location before driving off. So if he tries to say my 10am appt was a no-show, he is in fact lying. He wanted a 10 appt to wait two hours for an oil change because he was trying to write me up as a walk-in despite having a confirmed appt.

I would NOT recommend anyone come to this location especially if you're black. That guy is a racist. So now I have to go to another location because he refused to honor the 10 am appointment I scheduled YESTERDAY and received confirmation email yesterday. I even received a SMS message this morning reminding me of my 10am appt this morning. I've got all of the proof showing I was no walk-in. I was a scheduled AND confirmed 10am appt. He failed to honor my 10am appt for an Avis Car Rental.

Stay away from this...

Yesterday I scheduled an appointment for an oil change via the Pep Boys website for today, Saturday 8/12/17 at noon. I entered all of my vehicle information (make, model, year, and chose excessive mileage) and selected a partial synthetic oil change - I was given a confirmation for this selection when I submitted my appointment. When I arrived at 12:03pm (yes, I was late), I gave the gentleman at the counter my information and appointment info. The first thing he said to me was, "Well, we're running pretty behind today..." He looks up my information and finds my appointment and vehicle information I submitted yesterday. He then tells me, "Looks like it's going to be $100 for full synthetic." I clarified and said I only needed partial synthetic and selected that when I made the appointment online yesterday. He then swiveled his computer monitor around to show me that the only choices he could enter for my 2012 vehicle were both full synthetic - but I could go with the $92 option or the $100 option. He said newer cars require full synthetic. I asked him what he meant by "newer" and he replied, "Oh, like...2012 or 2013." I said no thanks, it doesn't need full synthetic and left.

So I'm not sure if this is an overall Pep Boys issue - I scheduled the partial synthetic on THEIR website after submitting all of my vehicle information. They knew it was 2012 and allowed me to select partial synthetic.

But I think it was more of a we-don't-have-time-for-you-and-I'm-going-to-make-you-want-to-leave issue, which is fine with me. I would hate to over-burden their day with my SCHEDULED APPOINTMENT. Lol...what a joke. I won't be going back to this location or any...