Pep Boys,

20900-a Frederick Road, Germantown, MD 20876

"Needed to get a new set of tires on my Tesla Model Y and the team at this location were fantastic, picking up tires from a different location and installing them an hour earlier than expected! Will definitely be a repeat customer."

"So, never buy winter tires without mounting them on wheels for life. Brought my loose tires with 10/32nds of tread to mount so minor cracks on one tire make me eligible to be turned away or buy one new tire. Cracks are soooo minimal. Always keep my tires inside my home. One tire made them turn me away and if you look at all 4 of my tires on the vehicle, cracks everywhere and bald. Safer to turn me away??? Thanks Pep boys!!!!"

"They took really good care of my car and tires and they were still able to use my warranty on the tires. I definitely had a good experience. Unfortunately I have to edit my review. I usually have a good experience but now to just get one tire changed from a 9am appointment going on a 4 hour wait and everyone who was here this morning is no longer here. I know it can get busy but it seems like I have been forgotten. I even planned my schedule for a 3 hour wait but I just wished they had communicated better from the start if they were that backed up but still seems unreasonable to wait 4 hours just to change one tire. It leaves a bad impression. They were able to change the lug nuts free of charge."

"Appointment was set for 9am. When I arrived (on time), I was advised 2.5-3 hours for tires to be mounted/balanced. Despite set appt. time, vehicle was not brought into the shop for work until 11am. So what was the point of making an appointment? Otherwise, staff was very friendly and everything with the service visit went smoothly."

"In summary: Ridiculous, broken system, poor communication, and a big, unnecessary hassle. I was shopping for a set of replacement tires for my parents and wanted a quick, seamless process for them. I purchased a set of tires online from Pep Boys with a Buy 2 Get 2 promotion during Black Friday, pre-paid online, and scheduled an installation time directly before checkout. I receive a follow up appointment confirmation, but since it was only two days after the purchase, I wanted to call and confirm that it was actually going to be ready. I call the night before, and I'm told that actually only 3 tires are available and that they'd need to wait for an additional one to come in. Had I not called in, when would I have found out? That was only the beginning. I was then told that the tires should arrive in 3-5 business days, so I wait more an entire week to follow back up after I again receive no update from Pep Boys, and I'm told that the tires are there. Again, it was on me to find out and no update came from them. I schedule a second appointment for a few days later (5pm) that the tech over the phone confirms, but then the night before I get a call that they don't have mechanics in after 5pm, so I'd have to reschedule the appointment. Why was that not disclosed to begin with? So I reschedule again for a weekend morning and everything seems to be finally moving along. On the afternoon of the installation I get a call from my parents that Pep Boys is requesting payment and it's in excess of $200 more than my original order confirmation. I'm being told by the manger that the online purchase is simply a 'hold' for the order (despite the website labeling it as a payment, not a hold, not a deposit). The email order confirmation is also written like a receipt with a grand total marked with NO MENTION that this is a hold and that payment would need to be made on-site. Fine, we can work around that, but where is the huge pricing discrepancy coming from? First, the manager tries to brush it off as the additional installation cost of the tires, and despite my offering to forward him my order email (including itemized tire cost and installation fee), they continued to say that their system was showing something different. He then finally makes an adjustment on his end and presents me with an order total that's still $30 higher than my original order. Just on principle I wasn't going to pay more than I originally agreed to, so I continued to push back. There was no explanation as to WHY there was a pricing discrepancy, no additional work done, just some mention that the current promotion was different than the Buy 2 Get 2 that I purchased under. What does that have to do with my order? Why would I pay the price difference for something broken in your system? Finally, in exasperation he modifies the total to get it back to the original, but it was a big waste of time for something that should have been a painless process for myself and my parents. I saw the mixed reviews prior to confirming my order but figured, "how bad could it be for something as simple as a tire installation?" Turns out, pretty bad."