Pep Boys Servicio & Gomas — Local services in Fajardo

I’ve had two experiences here in the last month. One good and one not.

First was to get new tires. It was quick and easy. Great experience.

Second was last week on Tuesday. I brought my car in because on my way home from picking up my kids my brake pedal went to the floor and we almost crashed. Luckily I was close to the pep boys so I brought my car in since I did not feel safe enough driving it home. They said that they probably wouldn’t get to my car until the morning and I was fine with that since I could see that they were busy. The next morning they called me and found NO issues with my brakes. I asked them to take it on another test drive because brakes failing like that is not a one time thing. I told them that addition to me losing brakes completely that day there had been other days where my brakes were taking longer to stop the car and there was sometimes a grinding noise in the brake pedal. They said ok and I did not hear from them until the next day. I called them because I had looked up the symptoms that my vehicle was having and concluded that the vacuum pump was failing. I asked them for a quote to change it and did not hear from them for the rest of the day. The next day i could not get them on the phone. When they finally did call me back they were barely asking for authorization which I gave since I had already been without my car for 3 days at this point. They changed out the pump and I was able to pick up my car the next day. My car has been driving fine since.

My biggest issue it not the time frame it took to fix my vehicle, I understand that things are busy and staff is short, but the fact that they dismissed the symptoms that I had told them and were going to let me and my kids drive home in that car and potentially have an accident is unacceptable. I should not have had to diagnose my own vehicle. If they had just looked up the issues that I was having this could have been resolved...

Customer service is great, the service advisors are professional and helpful but the mechanic that worked on my car was excruciatingly slow. When I brought my vehicle for a simple brake inspection, it took nearly 3 hours. Then we ordered the parts and it took 5 days for them to get here (rather than 3 as expected). When they finally arrived, it turned out to be the wrong parts, that was partially my fault but they should have verified that the parts were the right ones. When they realized it didn't fit, they suggested doing the job partially so at least I could have my car back for the day, but the job that should have taken an hour more or less ended up taking nearly 4 hours. Now I still have to come back to get the job completed, and will most likely lose another day in the...

Stopped in last evening to ask a question about looking at my tire as it lost air. I waited quite awhile and no one came to the desk. Finally the elderly woman waiting on her car opened the service bay door and told them I was waiting. She was told someone would be out in a minute. After some time, "Johnny" came out and went to a computer screen. He then stood right in front of me and never once made eye contact much less ask if he could help me. I am not far from Pep Boys home office in Pennsylvania. I can't wait to go home and share my experience with them. I wanted to give less than one star but your rating system...