Review Time
My overall experience with the repairs was less than satisfactory. A repair I was charged for was not communicated to me, and when I brought up the concern, I was confronted instead of having the issue acknowledged professionally. Instead of taking responsibility for the oversight, I was made to feel as though I was the problem.
My experience was great, at the Palm Bay Northeast Florida location. Mr. Neslie and Teddy was took the time to check out my wheel, on passager front side. As a senior citizen I was worried about having a missing WHEEL STUD and LUG NUT, NOW feeling blessed that they care about me having a safe car.
In October 2025, I took my vehicle to Pep Boys in Lansing, IL for brake service, including new brake rotors and related repairs. I paid over $1,000 for the work. Less than 24 hours after picking up my car, the engine began shutting down, which had never occurred before.When I contacted the shop, they advised me to bring the car back in and then charged me an additional diagnostic fee of over $100, only to tell me that the vehicle now required another $1,000+ in new repairs. This immediately raised red flags, as the issue began only after their service was performed. I strongly suspect that something was either tampered with, mishandled, or left improperly reassembled during the brake service.Feeling uneasy about their explanation and unwilling to pay another thousand dollars so soon after the first, I took my car to a different mechanic for a second opinion. The other mechanic discovered the issue was related to a sensor that appeared to have been affected during the prior service and a small fee to replace. This experience left me feeling deceived and financially taken advantage of. It appears Pep Boys may have engaged in negligent or deceptive repair practices—possibly creating or worsening problems to generate additional income from customers. The situation resulted in lost time, energy, and unnecessary fees paid.Potentially unethical business conduct, possible vehicle tampering, and unnecessary repair recommendations made to increase profit. This raises serious concerns about integrity and trust at this location. I strongly caution other consumers — buyer beware.
I have a nine month from Pep Boys old battery that does not hold its charge. I returned it and asked for a refund. I was told that a refund by check would take 2- 4 weeks. UNACCEPTABLE!!! Pep Boys had no problem taking my money, and I don't care what their corporate policy is.
This review is for Pep Boys at Lake Forest. I had an appointment scheduled for 4:00 PM and dropped off my car at 1:00 PM with Enrique for a simple two-tire replacement, which typically takes about 30 minutes. However, I never received any update. When I called around 4:45 PM, Enrique informed me that my car wouldn’t be worked on until the next day.I explained that I had made the appointment two days in advance and needed the car early the next morning. He dismissed my concern, stating that the corporate appointment system is “useless” and that the online appointments don’t reflect actual availability. I pointed out that this should have been communicated when I dropped off the car, but he was completely unapologetic and indifferent.Very disappointing experience — appointments should mean something, and customers deserve better communication and respect for their time.
NEVER Take your car to Pep Boys. I took my car in and asked the service manager, Jason Conley, if he could replace my battery. At the time Jason did not inform me that newer Volkswagens (and almost all new cars) must have the battery changed by certified Volkswagen technicians so they can program the car to the new battery. I've since been told by multiple Volkswagen mechanics that Pep Boys absolutely knew that and this happens a lot. Especially from Pep Boys. When I returned to pick up my car there were all kinds of warning lights on and problems with my windows and my screen/navigation system. When I asked Jason about it he said "Oh ya. I noticed that. It's normal for newer cars when the battery is changed and it will fix itself when you're driving." That was a Friday night. That Monday I took my car to the Volkswagen dealership and I didn't even need to finish explaining what happened before they knew and one tec even guessed it was Pep Boys. Volkswagen said that this is a common practice for these mechanics and that he should have informed me about this. I made an appointment with Volkswagen to change it then I returned to Pep Boys and polightly told Jason what Volkswagen said. He responded with more lies, saying that he could program it 3 days after telling me that it was normal and would fix itself. Then he even tried to blame it on me. I normally only take my car to Volkswagen and it is perfectly maintained and monitored by my app. Eventually I started yelling and he refunded my money stating that I was never allowed in Pep Boys again. This is when things started getting worse. After Volkswagen changed it and programmed the car, there were still multiple problems so they suggested that I take it to the dealership I bought it from to see if my warranty would cover it. After a full day sitting in the service department of my 2nd Volkswagen dealership I had to rent a car because they could only determine that Pep Boys had shorted something out in the electrical system but they couldn't find it. The next day they said it would be $1,200 just to take the dashboard off and keep looking then who knows how much more to fix it. But I was told it could be thousands. My car is my livelihood. I'm a disabled person who works 3 jobs that are all dependent on my car and I also must have it to get to all of my doctors appointments. I live in chronic pain throughout my entire body and I also have 5 bypasses and 4 stents in my heart. Without my car I will lose everything. I have already lost over half of my income on top of what this has already cost me. And if that's not enough, even after it's fixed it will lower the value of my car and has voided my warranty. Stress is the worst possible thing for my heart problems and this is causing me great pain and anxiety. All of these problems could have been avoided if Jason Conley at Pep Boys would have just been honest. Instead my life has been turned upside down because of a blatant lie. And Pep Boys has already contacted me saying they will file a claim on my behalf which multiple lawyers have told me is how these companies trick you into releasing them from any liability. Just more lies on top of lies while I clutch my chest trying not to lose everything because of a lie by Pep Boys. I've had enough of people lying to make money without caring at all about how much they hurt innocent hard working people. I will be taking legal action against Pep Boys as well as creating a website and other materials to get the word out to people to BOYCOTT PEP BOYS and help others get compensated. These companies do this because they think they can just wear people out so they won't pursue justice. The more people who contact me with your story, the more likely it is we can stop them from destroying honest hard working people's lives. BOYCOTT PEP BOYS!!!Pep boys response below is the exact same as they use to respond to emails as well. This is what I mentioned they do to trick you. Never give them that information. Contact your own lawyer. I'm only doing these things first to hopefully prevent pep boys from harming others while I work on my court case and media campaign. Stay away from these evil people
I went for a package deal where you get an oil change, tire rotation, and new wipers. I marked my tires to make sure they did the rotation. They did not but charged me for it anyway. I had to spend an hour of my day at the shop trying to get a resolution. The manager admitted they didn't do it and then acted like he was doing me a favor for returning my money for the rotation. No other compensation was offered for them giving me a false work order that included work they didn't do. This was on top of me using a coupon that advertised $140 for this service but the total was $160 because "some vehicles are different" as if my Jeep Compass is an exotic car. PepBoys will try to rob you and when you catch them will do only the legal minimum of returning the stolen money. If they had refunded the full price I would have returned. Foolish business sense to lose thousands of dollars of future work for the sake of trying to get away with my money this one time. Astonishingly bad customer service at the Celebration, FL location.
I regret taking my Toyota scion to Pep Boys on Gratiot. My battery died and they kept my car for six days only for them to tell me about a melted fuse. They finally installed battery and fixed fuse , but when I received my car the car radio no longer worked. They said that there is nothing they can do about it, so they showed no accountability. They said to fix it would be an additional charge. My radio no longer worked after I brought it Pep Boys. Why would I have to pay for their damage to my vehicle? They showed the worst customer service too . I called for days, and no one picked up the phone. They are short staffed , under pressure and take forever to get a simple battery change done. Jordan ( employee) said , “We don’t work on anything electrical, and we are not responsible.” In fact , they were responsible for damaging my vehicle. Do not trust them with your car . If they do anything wrong , they won’t take responsibility for their actions. Lack of accountability is the greatest sign of a company that is negligent about their business practices. Now, I have to go to another car service center and pay to fix my radio damaged by Pep Boys . Very poor inexperienced technicians where customer service shows you how little they care about their customers.
I wanted to take a moment to share my wonderful experience at the Pep Boys in Pensacola on Cervantes. The staff there, especially George, Jay, Chris, and Kaleb, have truly raised the bar when it comes to customer service. Their friendliness and expertise are incredibly refreshing in a time when excellent customer service seems to be a rarity.Visiting an auto repair shop can be a stressful and sometimes emotional experience, but the team at Pep Boys made it so much easier. They were not only super helpful but also took the time to share their knowledge and expertise with me. I was particularly impressed by their detailed inspections and the clear, thorough explanations they provided about what they feel are the the issues with my car and how to get it fixed. What stood out to me the most was their honesty and transparency. They were upfront while being kind, which is something I deeply respect and appreciate. This kind of honesty is so important, especially in an industry where customers can often feel vulnerable.I'm genuinely grateful for the outstanding service these gentlemen provided, not just to me but to our community as a whole. I wouldn't hesitate to recommend Pep Boys Pensacola to anyone, particularly to other women. Many times, women are scammed or dismissed at other establishments, but that’s definitely not the case here. They even made my 7-year-old daughter feel comfortable and left her laughing, which was such a heartwarming touch in such a stressful situation. Thank you once again to the incredible team at Pep Boys Pensacola for making what could have been a stressful experience into a positive one!
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The Pep Boys: Manny, Moe & Jack is an American automotive aftermarket retail and service chain.
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