Pep Boys

"I came in for new brakes and an oil change. I got a call saying they needed to do my rotors as well. They quoted me for brakes, rotors and front and rear differential fluid. I approved the service, based on the information they shared that the rotors were no longer viable. I called back after a few hours as I had done some research and determined the rotors should not have been bad given the age of my vehicle. I asked to see the rotors when I picked up the vehicle. They brought one out and it had a clear impact point on it which I thought was strange. They claimed this was the damage from regular wear and tear that made the rotors no longer viable and they said all four looked like that. Again, I thought this was strange but I was in between work meetings and didn’t have time to dig in. I got home and realized the invoice was off. They didn’t include the front and rear differential fluid in the invoice but the price was still as though it was included. They also didn’t include the 5% discount that they had offered. When I called they said they had replaced the fluids but to “get the quote down” they didn’t include it in the invoice. I said this didn’t make sense as the price was the same and didn’t get a clear or reasonable explanation. My boyfriend dropped his car off at the same location for an oil change the next day. The shop called him and said he also needed to replace his rotors. When he asked again the mechanic said oh yea we can’t turn them the need to be replaced. My boyfriend said the rotors had already been replaced within the last year and then the mechanic responded “oh well I must have misheard the guy in the shop you don’t need to do them.” We found this very strange. I then mentioned to my boyfriend the rotor they had shown me from my vehicle and how the pictures didn’t make sense. He has changed out brakes and rotors on many vehicles and he confirmed with a friend who was a mechanic that the pep boys shop must have damaged the rotors after replacing them unnecessarily to increase the invoice total. He even went so far as to look at the diagram on the toyota website of the brake assembly and found out where the damage was isn’t even a point that could have been physically worn down through regular wear and tear. My summary - they took advantage of me and replaced parts unnecessarily. When I asked questions about it, the physically hit one of the rotors with a hammer to show “damage.” They were doing something funky with my invoice and the dollar amounts for the services and what was completed. It still doesn’t show the front/rear differential fluid was replaced anywhere. They tried to do the same thing to my boyfriend, telling him he needed to replace 8 month old rotors. It makes me very sad as the cost of these repairs are significant and can really impact people’s monthly budgets and ability to save or just stay afloat. What this company is doing is wrong."

"Been coming here for years and will continue to recommend my friends and family in Denver on how exceptional the service is every time. Nick greeted me and worked myself and a trainee, Robert, through Pep Boys processing and next steps to resolve the issue. These gentlemen and the mechanic took me back to also personally show me the issue with my car and where this issue came from. Thank you all for your work and time today. I appreciate you and hope you have a wonderful rest of your evening. Thanks Pep Boys!"

"Everyone at this location is very friendly and professional but the service experience is poor. The online booking tool does not work, no communications are provided about when your vehicle will be ready, and the quality of service is poor. I was getting tires swapped out and when I picked up my vehicle I saw that two valve caps were missing and one of the tires hadn't even been inflated. While the staff was courteous, I wouldn't recommend using this location."

"I had a problem with a service I received here I reached out to the store and Nicholas answered , and let me tell you, he was an absolute rockstar in handling the situation. He not only listened attentively to my concerns, but he also took the time to fully understand the issue from my perspective. It was clear that he genuinely cared about resolving the problem and ensuring my satisfaction. What really impressed me was that Nicholas didn't just stop at the basics. He went the extra mile by researching potential solutions and consulting with his colleagues to find the best course of action. Throughout the entire process, he maintained excellent communication, keeping me informed of the progress and any updates. But here's the kicker: Nicholas didn't just stop at resolving the issue. He took it a step further by offering me a personalized solution that went beyond my expectations. He truly exceeded my customer service expectations with his dedication, patience, and willingness to go above and beyond. Honestly, I can't stress enough how grateful I am for this company outstanding customer service. He turned a potentially frustrating situation into a positive experience, and that's the kind of service that keeps customers coming back. I highly recommend Pep Boys to anyone in need of automotive work!!"

"I recently had the misfortune of using Pep Boys for what should have been a routine tire service, but the experience turned out to be a complete nightmare. I left the shop with what I thought was a job well done, only to discover the horrifying truth shortly afterward. To my disbelief, it turned out that the Pep Boys technicians failed to tighten my lug nuts properly. As I was driving, my wheel started wobbling dangerously, and upon inspection, I found that the lug nuts were barely holding on. I can't believe I entrusted my safety to a service center that can't even perform the most basic task of securing a wheel! The consequences of their negligence didn't end there. The lack of proper tightening caused my wheel to become so loose that it damaged the rim beyond repair. The fact that such a fundamental aspect of their service was overlooked is not only unacceptable but also downright dangerous. I shudder to think what could have happened if the wheel had come off completely while I was driving at high speeds. It's clear that Pep Boys prioritizes speed over quality, and the repercussions are both costly and potentially life-threatening. If you value your safety and the condition of your vehicle, I strongly advise against trusting Pep Boys with any service. Their lack of attention to detail and disregard for basic safety measures make them a liability rather than a reliable service provider. Save yourself the trouble, go elsewhere, and spare yourself the potential disaster that their negligence could cause."