Pep Boys Auto Service & Tires — Local services in Roselle

Good morning Hope you you have a couple minutes so I can share with you how Roselle NJ store managed to convinced me not to use your brand ever again nor suggest it recommend anyone else to use it Despite having appointment scheduled it turns out that my vehicle won't be handled at 8 am as it was suppose to - I was notified that it won't happen and that I need to leave my car / drop it off because there were things from last night that were not completed and.my appointment is not valid I asked the gentleman why would they not call me and advised me - he said he had no contact info I advised him that surprisingly I got a text message reminding me about appointment(please find attached) - he said I can drop it off and he will call me when it's done. i asked how am I getting home - he said that he can get me a ride. In my mind I figured - ok sounds fair. Not the first time I had a vehicle serviced and was dropped off by ride share app. So, I agreed to leave the car Gentleman proceeds with paperwork advises me that he needs the key and it's all set. I gave him the key and asked how am I getting home - he said irritated that he will call me when car is done. So I reminded him that he said he can get me a ride - and his answer was no I did not.

Ok Pep boy - so to recap not only I am stupid enough to believe that I had an appointment for today - please find attached picture with confirmation, but I am also hearing impaired and on top of that aggravated your front desk men by asking how does he know what tires to change - since he did not ask?

At that point I gave up - it's 8 am in morning I have busy day that just got even more complicated and honestly don't feel like arguing with the guy - called my wife to change her day and pick me up. I am sorry that the the guy who was helping me is miserable - that's not my fault. I am sorry that he needs to work on Saturday - that's not my fault - we all need to work I work hard for anything I have all my life and that's why I find it offensive when I am being treated the way I was treated today. Should the guy had somewhat of respect this review would not appear , should he cared a little bit about the fact I came there for help and may e he would ask what tires to replace and if there are wheel locks on ? Instead after I got back home an hr later I got a call asking where lock is( by the way I left wheel lock next to gear shifter cause it's always a question when I do any wheel related work) Have been working with dealers, small mechanic stores, Firestone auto care, Mavis and not once I left the facility so disappointed and so worry

Not sure if this is Pep Boys new policy but this is far away from what I consider even poor customer service - I can tell you that it is last time I'm using Pep boys facility for sure I can't imagine recommending you guys for anyone neither - I would not want anyone from my friends or my family to experience this kind of treatment This is a great example of how one person can not only ruin an opportunity to gain new business but also cause loss of existing one

Today I did not feel like I was Pep boys customer I felt like I am unwanted headache - that's ok Pep Boys Lucky for me there is plenty of places that service car - maybe I will need to drive few minute longer, maybe I will need to pay more - but guess what Pep Boys, there is no price that is too high to be treated with dignity and respect. I don't need anyone to "put me first "- all I asked for is just respectful and professional service - something that should not cost extra, something that we all deserve If you put such a big statement as putting customer first - at least try to pretend that it's the case I picked up my car around 11 - same front desk person gave me keys and paperwork, said the wheel lock is at center console - no thank you, no sorry for delay no goodbye - it really feels like "At Pep Boys, we put our customers first"

Wish Roselle Location best of...

There's a employee there with a long beard, if you see him, just walk away. He's a real piece of work, smh!!!! My car was having some issues, and I wanted to simply just get a diagnostic, so I googled where I can get one. I know that AutoZone offers them for free, but it said Pepboys does the same and it was closer, so I went there instead. Upon walking in, I simply asked him if they offer free diagnostics, and he told me no. So I asked him if they have the little device you use under the steering that can pull up possible faults. He said no, and that minimum diag is 100$. So I said thank you and walk you.(from the moment I walked in, he seemed annoyed I was in there)

So I get in my car and go to the Pepboys website.... lo and behold!!! THEY DO FREE DIAGNOSTICS CHECKS, FREE WHEEL ALIGNMENT CHECKS, AND FREE TIRE ROTATION!!!! I was so annoyed that he lied about something that would have taken him less than 5mins to check, so while on the website I schedule an appt with them for one 2days later.

I show up for my appointment and I tell the same dude what I'm there for and he looks at me like I just cursed his family or something, and tells me that the guy that does Diags won't be there all day, so I asked if he'll be in the next day, and he told me yes. So I show up the following day and hand in my key, and Beard dude tells me that it'll be ready in a few hours, I told him thank you and handed my keys.

Few hours later beard dude calls me and tells me that they did the diag, and I asked him what was the issue... To which he replies "it's just a bunch of numbers and letters, you wouldn't understand".. eventually he tells me the code and when I asked him what that code means, he tells me"can't tell you unless you pay 100$ for the check". (So I looked it up on my own, and found the answer) So I go in to get my car aftery FREE TIRE ROTATION and he gives me the keys and walks away.... So I asked him if I am supposed to get a sheet showing the work that was done and he says no. So I go in my car again, and LO AND BEHOLD I'M SUPPOSED TO GET A WORKSHEET OF THE WORK THAT WAS DONE ON MY VEHICLE!!!!

This whole time I was as polite and calm as possible, idk what I did to this dude but seems like he did not like me one bit.

So after finding out that I'm supposed to get a document, I go back in there, but he's busy with some customers so I wait in line and the manager (I think) calls me over to assist me. I tell him that I had came here to pick up my car, but I would really appreciate the service sheet if they have those, and he seemed surprised that I was given my key without any paperwork.

So he goes up to bearded dude, and bearded dude seemed nervous, like he had done something wrong. The manager ask him why he didn't give me the paperwork and bearded dude replies "ohh sorry, I didn't remember".

Anyway if you read this whole thing, thanks, I have worked in customer service and I get sometimes you can be annoyed but God Damn man!!! You don't have to be a complete douchebag for absolutely...

If I could give this place 0 stars I would. The service used to be great. I have been a customer of Pep Boys since I got my Honda HR-V in 2021. I have been going to the same location in Roselle Park, NJ for almost 3 years now for every single service that my car has needed from oil change to getting new tires to replacing my brake and brake fluid including a full maintenance package I got 6 ml this ago. It is with a heavy heart that I write to you today because I will most definitely not be a customer of this brand moving forward after the events of today. I went for a regular oil change for my car,I went two weeks ago for my husband’s car oil change and I paid 104 which makes sense cause he has a Sports Mustang 8 cylinder, I have always paid less than his oil changes for my car and ever since I’ve been at pep boys I have actually paid 65 dollars for my oil change thanks to a coupon that was available in your app, after the coupon disappeared a couple months ago I got another oil change for which I paid close to 80 dollars, which makes sense since I didn’t had a coupon anymore but I was glad to pay because your service has always been fast and reliable, well…until today. I dropped my car at 8:30 am with an employee by the name Mike (that’s what his uniform said) he was not very talkative and kind of annoyed that I was there to begging with but I didn’t thought too much about it cause it was kind of early in the morning and I’m not a morning person either. I went to pick up my car at 1:20 pm and to my surprise he told me that I had a balance of 117 dollars…what? I asked him why the price and his reply was “that’s the price” no explanation no nothing..I told him then about my history with pep boys and that I have been a customer for 3 years and always done my services here and I have never paid this much..I even told him about how my husband car service was cheaper which didn’t made sense..” don’t yell at me, it’s not my problem” was his reply. First: I wasn’t yelling, I work at a hospital with newborn babies, needless to say my voice tone it’s very moderate, and also, I don’t think that this is professional or a proper way to treat a customer or honestly any human being. I am not sure if he just disrespected and disregarded me because I am a women or because he just lacks work ethic and knowledge (since he couldn’t even explain to me why the price increase) but this events are not ok at all and I hope for the sake of your reputation as a brand, are not repeated in the future. As for myself I will take my business (and my money) somewhere else where they respect their customers and are at least a little bit constant with...