Pep Boys

"I want to thank my local Pep Boys for working on my Subaru Impreza! Brennan kept me updated on the status of my car and what exactly the car needed. They found a nail in my tire and helped me to find the best options for new ones. The professionalism and excellent customer service was much appreciated and I will be taking my car again for future service requests!"

"Ruzell is the best! He answered all of my questions and explained mechanical issues to me in a kind manner without being condescending (sometimes an issue when I go into auto shops/ hardware stores as a woman). He was also very communicative - called me during the service with results about an issue I was concerned with to check in to see how I wanted to handle it and whether I wanted to add it to my original service request or wait on it. Much appreciated!! Thanks, man!"

"Pep boys replaced brakes in my car, and a week later I had to take the car back because of grinding noise during braking. Made an appointment in San Carlos. Mechanic DIDN'T show up. I took my car to this location in Sunnyvale the same day. Turned out they did mess up the brakes work. Was promised that they will fix it in 2 hours. Waited for 4 hours and had to remind them to work on my car. It seems that people at Pep boys do anything, but care about customers. Go somewhere else if you have a choice. *** Update. After waiting for 4 hours, it turned out they didn't even look at the problem I brought the car with. Mechanic "didn't hear" the noise coming from the wheel on the front passenger side. After arguing with the phone guy (Antony) I made him come and hear the noise by himself. He said that the grinding sound coming from the wheel is because of TRANSMISSION and suggested that I go back to San Carlos shop where not a single mechanic showed up for work. This is by far my worst customer experience ever. I would give Pep Boys a negative rating if this was possible."

"I should have believed all of the 1 star Google reviews and the 2/5 star average Yelp reviews! 1 star only because 0 stars is not an option. Maybe they do good work, it's hard to tell when the work doesn't get done. What I do know is that their customer service is seriously lacking. I made a appointment on Friday for a Sunday 3:30 appointment. When I arrived on time I was told that they could not do the service because they didn't have time (the website states that the service takes 45 minutes and they close at 5:00). The service guy said that their system should not have allowed the appointment to be made and does not differentiate between appointment types (which makes no sense, since all services take different amounts of time). I am trying to buy a car from a private party and wanted the "120 point inspection" which according to the Pep Boys website: "Before buying or selling a used car, you should receive a comprehensive car inspection from an automotive mechanic to make sure there aren’t any undiagnosed mechanical problems. Our ASE-certified technicians will give you all the information you need to buy or sell a used car..." Service guy tells me that the 120 inspection is not intended for this purpose and that I need to go somewhere else. All of this happened after he treated the woman ahead of me as if she were an idiot for asking for a specific service that they did not provide. She also walked away without getting anything done and he seemed unwilling to help her or suggest alternatives. In summary if you want to waste your valuable time and or would like to be talked to like you're an idiot - go to Pep Boys for service. If you value your time and your dignity - go somewhere else!"

"Unfortunately, I had a very poor experience at the Pep Boys today. I made a reservation for the afternoon and showed up exactly on time and was clear I would be waiting for the service. They told me they would start on my car right away and it would be done in 60 to 90 minutes. I started waiting in the lobby and saw someone was looking at my car. Since the lobby wasn't particularly comfortable, I went over to the Safeway for an hour. When I came back, I was surprised to find, they had not even STARTED on my car. I tried to ask some folks about it, but the mechanics were not particularly friendly, and the front desk guy was occupied with another customer for 15 minutes. Finally, I just asked for my keys back and left without the oil change. Wasted 90 minutes of my time. Even though the Valvoline on El Camino is a little more expensive, I think I will just go there in the future as they seem to value their customer's time more and it's not worth the sitting around pointlessly."