Pep Boys

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Juan Jimenez
2 days ago
The issue with this location is simple. No one cares about doing the service rendered and they just want to walk around and talk. Brought my wife s car in for a simple oil change. Made the appointment for 2pm there were hardly any vehicles in their bay let alone on site. Called and came back 2 hours later expecting it to be done since I was told it would be done within 30-45mins upon my arrival the car was still in the same place were I left it when coming in thinking I m going to pay I was told it hasn t been seen it s and no services have been rendered as of yet. At this point it s been an hour n half. So you can understand my frustration dealing with this. So I just stated okay how much longer the gentleman with the glasses stated he would have to check left and never gave me a response. It has been 2 n half hours almost three now and my wife s care still hasn t been serviced. Mind you I came here for an oil change. A simple oil change. I highly recommend not coming here. Tho the front desk staff may be nice and somewhat professional their techs and over all establishment is a joke and should either go under new management or close.

  L K
5 days ago
A little kindness goes a long way I was already having a difficult day when my car decided to give me the warning tires sign today. The only place close was Pep Boys in Germantown. After being told by the front desk person that there was a 2-3 hour waiting period and that I should go somewhere else. I walked back to my car thinking how am I going to even drive to the next place! One of the workers, Frank, saw me walking towards my car and immediately told me that I had flat tires. I explained to him that I was told about the 2-3 hour wait time and he so kindly offered to take a look at my car. THAT to me is good service so KUDOS to Frank! I ended up changing my 4 tires. Frank made my day today and to be honest made me believe that there is still hope and good people in this world. If we would have more Franks in other business, customer service would be so much better.

  Timothy Allen
a month ago
After my wife insisted on getting her oil changed on her vehicle by "pRoFesSiOnALs" instead of a DIY job at home in the driveway for the low cost of free 99. She took it to this location for an oil change in November 2023. I kept noticing oil stains in the street around spots she'd normally park and today I decided to crawl underneath and found a loosely installed oil filter leaking oil. Her vehicle was barely above minimum oil levels from dipstick after driving around like this 4k miles later.

  jay collins
3 months ago
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!!!!

  Joshua Altman
3 months ago
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.

  Frances M
3 months ago
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.

  Kaila Speaks
a week ago
Very professional staff and they greeted me right away and took my car in right away. Teo I think was the one who assisted me, and he was very professional and helpful. I would go back here again!

  Shayan Yazdi
a month ago
Wonderful and fast reliable service! Done well within the hour and of dropping my car off and handled the process of explaining anything else I needed to know well after payment. 5 star service!

  Zach Boisi
2 months ago
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.

  Farhan Anan
9 months ago
I have no idea why all the bad reviews!!! I ordered 4 tires and got them delivered as well as replaced by them and it was a easy breeze. Mr. Brian was very helpful with everything as well as gave me a way cheaper quote for a another car services. Definitely bringing that back in. They were very busy on Saturday though. So may be take your car on a weekday. So far, even though I truly hate going to car shop, this has been a good experience and I will be back.

  S L
a month ago
Avoid this store, deceptive practices. I brought my car here repeatedly and they charged me for testing that was not even done. After pouring out nearly $1000 for repairs, it was finally ran under the diagnostic we requested and discovered that it needs extensive and more expensive work done.I was treated very poorly by someone in the front who appeared to Hispanic with spiky hair and looked unkempt. He told me that he was not a mind reader and that basically I m supposed to know what is wrong with the car, when I bring it in. I was told that the diagnostic test was not running the codes but paying for expertise and labor of the person doing the job. I contacted another location and was told this is not what the diagnostic test was for. All this money down the drain, I would have made an informed decision about the car whether I wanted to pour this level of money out anymore.Very deceptive and unprofessional behavior

  Chris Yoon
3 months ago
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.

  junior ocansey
a month ago
This is the second time Mathew has been rude and condescending so I believe he wasn't having a bad day the first time he treated me like that, he's just like that. The first time was when the service engine was still on after I had brought my car for service, I came back to have it removed and he was so condescending, another customer told him off. I left and went back there when he wasn't there and the kind techs knew the sign wasn't supposed to be on after service and took care of it for me. Fast forward to today the coolant sign flashed on my dashboard again after having it checked within the last six weeks, I called Teo ( kind Guy) and he said bring it back. When I got there, again Mathew was behind the computer and I wasted no time in reminding him of what he did the previous time and hopefully this time it's good customer service from him, but I was wrong. Mathew without even checking the car escalated quickly, when I told him it's okay I will wait until Teo was done and talk to him because he told me to bring the car in so I am not leaving, he was so quick to throw his position out that he was the assistant manager because the other guy left so if he says I should take my car elsewhere that's it, AGAIN another customer stepped in to deescalate the situation while Teo jumped in to take care of my car. It was really a quick fix, pretty quickly Teo fixed the problem. Now Mathew - I don't know what the color of your problem is but that position you so quick to say to make you feel big and important isn't about being so rude and condescending to customers. Leadership is more than that. I hope you understand that this job would have all sorts of people from all sorts of race and culture bring their car, and this attitude of yours isn't good for business. Thank you!

  Adam Ifrach
3 weeks ago
The place I did my state inspection at had told me that I must replace my right rear brake pad. I said ok can you replace it? Yes but we have to do both sides, I said ok. But we also must replace the rotors because it comes in a package. I said how much, they said ~750$ I said no thanks. I came to this place to replace ONLY the brake pads. I said can I replace only the rear right? He said it is recommended to do both, but let s see what the technician says. I okay how much for left and right it is ~240$. I said ok let s do it. How long would it take, he said between 1 to 2 hours. I said okay. After 3 hours I get a call that the technician said I must replace also the rotors, I said but I don t want to, the inspection says only the pad is required to be replaced. Yes he said, but our technician said you need the rotors.Thank you for wasting 3 hours.I ll never come back here.

  Laetitia Owona
3 months ago
Worst customer service ever from Matthew, who is very disrespectful... I arrived at the Germantown, MD location at 1:50 pm for my 2 pm appointment to learn that it was canceled and that they didn't have the time to notify me. Matthew convinced me to reschedule to 11 am the following day since he only had 1 tech working and would have 4 the next day. He also promised to get me out within 1 hour.I arrived there at 11 am and patienly waited 2 hours before inquiring about the status of my car... the gentleman explained to me that the bay was occupied by a big truck and that I was next. I waited for another 2h 10 min until I realized that they were servicing other customers. I politely asked Matthew about my car again, and without apologizing, he used a customer as an example, stating that she had patiently waited 7 hours without saying a word. He then started threatening not to serve me if I said another word. Matthew was very rude and unprofessional...I was actually looking to give 0 star as Matthew is the front line and represents the company.I finally got my car back at 3:35 pm. (4h30 minutes later) for a service that was supposed to be done within 1 hour.

  Eric Shires
3 weeks ago
Odd that it is still listed as an auto parts store. Unbeknownst to me, apparently they got rid of all of their parts and everything last february. They only sell tires now. Maybe they should change their name and take the great big letters that say Auto Parts off of their building

  Robert Matthew Galbraith
2 months ago
Service was excellent. Dropped the car for the appointment requested and after a few questions on the service to do, they called me back couple of hours later, to update me on the work to be done. Once finished I received the notification to pick up the car.

  Alana La Bel
4 months ago
My car battery died right after I had filled the tank at the gas station across the street from PepBoys. I walked over and the service manager was kind enough to lend me the portable jump box so I was able to start my car and bring it over to Pep Boys. Despite my vehicle requiring a non-standard size battery, Pep Boys was able to locate one, get it delivered, test my systems and have my car ready for me the next evening. Both Service Managers I dealt with were professional, polite and helpful.

  Greg Schwartz
3 months ago
I needed new tires for my car and my wife's car. I called Pep Boys and was able to get an appointment the same day. They had a great promotion, buy 3 get 1 free. I will be back for more than just tires.

  Kevin Lang
4 months ago
Terrible experience!!! DON'T GO!!!I got a new tire and a battery changed at this store. It was really pricey they even added an installation fee on it whereas it's free in any other place when they bought their battery.The worst thing is right after I drove the "fixed" car, the check engine and stability control system warning lights hit me up. When I went back to em, on my way(2mil away)to the store, My car's battery (the new one from their store) died 2 times.After the check, they hit me with a vacuum leak. My car worked perfectly fine and I've never had those problems before.

  K Jacks
a month ago
Do NOT go to the Pep Boys in Germantown MD at Milestone. It used to be good before COVID, but they have fallen off horribly. They have damaged my car twice just from doing basic repairs and I now have to go to the Honda dealership because I cannot trust them at all.I had my brakes replaced by Pep Boys Germantown in Nov. 2022 and the technician did not tighten all the parts well. As a result, there was a scraping sound coming from my wheel from the loose part, which I noticed when it was warmer and I had my car windows down. I took it back to Pep Boys in Germantown to check in Aug. 2023, to which they told me they did not hear a noise (LIES). I got my husband to come in and explain the noise, and all of a sudden, they miraculously heard the noise and found it was due to an issue with the last brake repair in Nov. (which I reminded them that they did, so they did not charge to fix the noise that they caused). During this same service, they did an oil change and the technician (Logan G) over torqued the oil bolt and cause the oil pan and bolt to strip and leak. I found out today in March 2024, months later at my next oil change at Honda, and I had to pay $300 to have a new oil bolt and retreading. I went to complain to the Germantown Pep Boys and the response was "this doesn't happen often." That should tell you all you need to know. Messing up my oil change should not happen AT ALL from a supposed professional. Take your car elsewhere or use at your own risk because they just may ruin your car doing the most BASIC things.

  Christopher Bradley
3 years ago
Pep Boys in Germantown is almost always a good experience for me. And, my most recent trip was not an exception. There were a few hiccups with my experience this time.I went in to get new tires, that I ordered from Amazon, mounted and balanced. I setup my Pep Boys service at checkout on Amazon and paid for the service there. Pep Boys took delivery of the tires ahead of my appointment and stored them for me at no additional cost.I arrived on time for my appointment and they took me right away. The cashier advised that I should get an alignment when mounting new tires. I agreed, and he said it would take a couple hours. Approximately 3 hours later (not so great) they texted me and I went back in to get my car back.They could not perform the alignment, because they don't have the right equipment to perform an alignment on my vehicle (also not so great). They did not charge me anything for the alignment and I was on my way.The only real issues I had were how long it took, and the fact that when they put air in the tires it varied by about 5 PSI across all four tires. And, no two tires were the same or even the correct PSI. That's not a big problem for me though, because I have a small air compressor at home to pump up my tires. So, I'll fix that myself. Overall it was a good experience, with a couple small issues that didn't greatly effect the outcome.

  Jason Morris
7 years ago
Arrived at 0945 for my 10am appointment. Online quoted me 30 mins however the guy at the counter said it will take about an hour. The waiting area has free WiFi, coffee, TV and chairs and looks quite dismal.The store is large, clean and truly a man's play ground! They have a lot of employees however I didn't ask any of them any questions to test their knowledge.Overall my experience has not been to disappointing. Before preceding with my oil change they did tell me all that was wrong with my truck. Because I knew what was wrong already, I can say their findings were spot on.

  Jennifer Rivero
3 months ago
Wasted time. I went in for an oil change and I decided to wait the 3 hours.They took my car for 4 hours for and then told me they couldn t do it. I understand if I waited an hour, but I waited 4 HOURS and now I have to find another place to get my oil change. Don t waste your time either!

  Ellie Soa
8 months ago
Everything start how you great people, there s a guy standing on phone, he is not even talking just standing there, on the desk, we were waiting there, 10mn he didn t even greeted, not even a smile, not even a. On verbal communication to say wait or please wait or something, so we were there 10mn , we left and he ask after what he can do for us, I said thank you they really have a bad service, you may have good tires but everything started with base greetings.

  SF SFF
4 months ago
I Had installed 4 new tires at germantown Pepboys on 11/17 and the mechanics had lost my custom aluminum stem caps and replaced with generic plastic caps. I had to bring back my car again on 12/11 for a leaky stem core valve which was not previously detected after the tire install on 11/17 and was told i will be charged again for a new valve core. An hour later the mechanic informed me upon taking the tire off the tire rim they had cracked the tire siding and now all tires need to be replaced which will take another 2-3 hours since they had to order the new tires from the fredric location.

  Dani
a year ago
My partner purchased tires from amazon to be delivered to pep boys in germantown for install. He called ahead to confirm this appointment, and I took his car in for him while he was at work. When I showed up, the gentleman at the desk Danny initially wasn't able to to find us in the system. Once he did, he asked me which tires we purchased because their system apparently is not very compatible with Amazon orders. He told me that using Amazon to order tires would turn my one hour tire replacement into a three hour job.This makes zero sense but I remained polite and went with it. I asked for the price for an alignment in addition, and requested they add this service. He said yes.After three hours of walking around surrounding stores while pregnant (the waiting area had an overflowing trash can, uncomfortable dirty chairs and a broken coffee maker so I chose to walk) I came back to check on the car. They said they needed another hour with it. I remained polite, walked across two shopping plazas to find food (again, pregnant.) and waited another hours.When I returned, they were finally done with my car. Sergio the tech handed back the keys. When I went to pay, he told me the tire replacement was at no extra cost since it was through Amazon. I asked about the alignment cost and he responded, "Oh, you wanted an alignment?"At this point, I left the store. Halfway home I realized the tire sensor light is still on. Once arriving home, my partner and I realized the rims are completely covered in deep gouges and scratches that line up with marks on the new tires from their equipment and clamps. When we called back, the manager Bryan hardly had time to speak to us unless I waited on hold, and the tech Sergio told us straight forward that he did not damage our car. He was sure to mention that he was down two techs and so he may have forgotten to reset the Tire Sensor light. We have since reset it, and it has already come back on, which means some other damage is evident.I have been calling Pep Boys customer Service repeatedly for a week with the promise of hearing from an area manager Scott who has apparently chosen to let the store handle this. Over a week of waiting for a single phone call from anyone involved. We had delayed going back to the store as we awaited Scotts phone call, being that we knew he would be more involved in handling the case. We will now be returning to the store tomorrow in hopes of receiving some inch of customer service to resolve these issues. I am hoping they will acknowledge the errors and stop sending us in circles to get this resolved, and I am unsure of why everyone has been so avoidant in simply calling us to address the next steps of this issue. We understand mistakes happen, we simply want to resolve the matter.Overall, I recommend avoiding this place for service.

  Mohammad amjad
a week ago
They were very respectful and received the car very fast and most importantly, they did meticulously great job.

  Stuart Flatow
4 months ago
Excellent experience at Germantown Md location.Oil change with 30 percent off coupon included tire rotation and inspection.Brian s a good guy.

  Jordan
5 months ago
I made an appointment online for a rotation and alignment. When I arrived I was told they were running behind 2-3 hours. I said this was fine, things happen. However, after 3 hours another 2 hours was tacked on to my estimate.Save your time and go somewhere else!