Pep Boys

"I suspected a transmission issue. After dropping off the vehicle low oil level was found and full a diagnostic was done. Total $220. No other issue. After driving 70 miles the transmission failed completely and the vehicle had to be towed. Not a happy camper. I have trusted Pep Boys for over 20 years and always had a good experience. Unfortunately this time it was not diagnosed correctly."

"Dropped off a 2018 F-150 for Md state inspection. Thought this would be an easy process as the vehicle is in perfect condition and only 6 years old with new tires and brakes. I usually go to my trusted mechanic but he’s out of town so I figured for $75 let’s give it a shot. I was told to drop it off and it would be completed by noon the next day. I call at 1pm the following day as I haven’t heard anything and the app doesn’t seem to change everytime I check it. I called 3 seperate times to check on it and it’s finally done at 6pm an hour before they close. Guy calls and tells me it failed due to the front shocks and rear passenger shocks are all “leaking” and continued to give me a quote for repair and asks me if I would like to proceed with these repairs for $1475. I recently sprayed wd-40 around some minimal rust in the surrounding area which got on the dust covers around these suspension components before taking it to pep boys in Frederick for inspection. Any credible mechanic would know this by looking considering they don’t leak out of the top they would leak out from under the dust cover. I explained this to the guy on the phone and asked to speak with a manager. He tells me the manager is there but not working, only there to work on his personal vehicle in the shop. So I ask to speak with the mechanic who failed my vehicle and made this decision. Ofcourse the guy at the front desk tells me the mechanic’s gone for the day. So I take my truck to another inspection shop and it passed with flying colors and they laughed about the suspension and said it looks and is operating perfectly. Long story short this place is offering a $75 inspection and ripping off people by failing on state inspection for quick easy repairs and charging a ridiculous amount for them. Do not recommend!! I called for a refund after the other shop/mechanic passed it and was told by the manager at pep boys to show up with a md state trooper to “prove him wrong” and then I would be offered a refund. What a joke"

"I dropped my vehicle off for an oil change, though, was slightly concerned about how long the service may take as they seemed busy. Sarah ensured that they got the job done as quick as possible. 45 minutes in and out. Not to mention great pricing. Thank you!!"

"Made apt for 2:30p, got there at 2:15p they said regardless of my apt time it would be 2-4hr wait, I had a nail in my tire that needed to be plugged so I said I would wait. The guy looked at my tire and said they can’t fix it that it wasn’t on the flat part so I left because I knew they just didn’t want to do it. I went somewhere else and it was fixed. I don’t recommend going here and definitely don’t recommend online apt cause they don’t care about what time you make it for they treat you as a walk in."

"This is going to be a bit lengthy, but maybe it will help out another customer. My recent visit to Pep Boys on the Golden Mile in Frederick was one of the worst I can remember. The lesson--DO NOT use the website to book your appointments because it really means nothing when you get there. I picked the 4 new tires I wanted installed on the car, scheduled the appointment for noon the next day, and arrived the next day right on time. Upon arrival I saw my tires, but was immediately told it would be a couple hours. I drove alone from PA to Frederick thinking I had an appointment. So, I told the Advisor I had to stay in the area. I thought I could grab lunch, hang out, then monitor the app to get updates. I received an inspection report within an hour, but the app indicated "your vehicle will be ready for pickup at 3PM" (3 hours). I wasted some time, walking through some local stores, then arrived back at 3pm...happy to see new tires on the car. When I went inside to pick up, I was told by a different advisor that the tech had put 2 wheels on backwards (the tread is directional on the tires I selected). In reply to my question as to whether he had an ETA, the Advisor replied "I don't." I sat down in the waiting area and after an hour, I returned to the desk to see if my car was brought back into the garage. The Advisor saw me and said, "Your car's not done." (now 4 hours in). I pointed out to the Advisor that I arrived 4 hours earlier for my 12pm appointment and pointed to where my tired were 4 hours earlier. He then appeared to blame me for the time it had taken since I used the online system and didn't call. I responded that "If the technician had installed the tires correctly, I could have been on my way home an hour earlier." At that point, he saw that I was angry and said "We'll prioritise your car." I walked out and came back 20 minutes later to find my car complete. The original Service Advisor I met with at noon was now there again and applied a 10% military discount because I had to wait so long (I'm an actual military veteran so i was probably eligible for that anyway). I now have nice tires on the car and am happy with the product, but the process was horrific. I'm so glad I didn't lose my cool, though it might have been justified. Big question my 14 year old daughter asked when I arrived home... "Why have an online appointment scheduling system when it really doesn't mean anything?" Someone really needs to answer this question!"