Pep Boys Auto Parts & Service - Washington Street #337

"I'm sure the people are very nice, but I had a pretty bad experience. I needed new brake pads. I go in on a Saturday and they tell me I need new rotors as well. They tell me that they have the rotors I need, but not the brake pads. The pads wouldn't be in til Monday, I tell them to go ahead and order the pads. We get to Monday, and no word. I call them Tuesday and am told they still aren't here but should be at the store by the end of Tuesday, and they will call when they are here. I never hear from anyone on Tuesday. So Wednesday morning I call and they tell me when the part was "ordered" on Saturday, it didn't get to the manufacturer so they had to order it on Tuesday. So until I called on Tuesday no one found it odd the part wasn't here. I am told that the pads should be in Wednesday or Thursday at the latest, and again they would call. No phone call Wednesday, so I call Thursday morning. They tell me the part came in Wednesday night and they forgot to call. So I drive down there and am told that the rotor they have does not fit my car and they will have to order the right ones from a store. I was told that it should be at the store by 2 pm. I waited 10 am to 3pm for this 1 part to come in, that is 5 hours of waiting for one part. I missed 2.5 days of work because they kept changing the days the part was gonna be here. There was zero communication on their part about what was up, the only time I got information about the status is when I called them. If I had know it would day 2 days longer for the part to get to the store I could have planned ahead. This is one of the worst customer service experiences I've had."

"Had a bad experience at a different location and decided to try this location out to get s tire replacement due to a screw. They totally changed my opinion and I wish I would have went there to begin with. Carl and Shannon had excellent customer service and I really appreciated them helping me out."

"I'm not sure how, but they lost the keys to my husband's car. They also closed early with no notice causing us to have to come back the next day for the car where the gates were already half closed even though it was 30 minutes before closing ti.e. Just read the cut and paste response to my review and laughed out loud. How many car keys does this place lose? Is it such a common occurrence if they called the store and asked the response would be, "Gee, we lose a bunch. I'm not sure which one it is?""

"I initially went to get my shocks and struts replaced. I informed the service manager that I wanted to do the front and if the back needed it, to give me a call and I would see what I could do. I got a call from the service technician because he was confused at what the paperwork said. He said, "The paperwork says to do the back first. I don't know what this means." So why you told him exactly what I told the service manager, to do the front and give me a call about pricing before they did the back. They never made that call. I actually had to call them to find out what was going on with the car, and that's when they told me everything was done and it was ready to be picked up. They had done everything even though I specifically said otherwise. I think they went out of their way to get as much money out of me as possible and that is why they have lost my business. My only other disappointment is that I had to go back to have them retorque everything."

"Drove two hours to get a Bosch Battery replaced for another Bosch battery. Ordered it online and called the store to verify they had it. Got to the store and was told they don't carry Bosch battery anymore. They said it's not a pep boys store anymore so could not enter my rewards number. This was the first thing I've bought at pep boys in the last five years. Wouldn't have drove down to Indy to get a different Brand. Things on the site should be in the store or the store shouldn't have pep boys name on it. Zero complaint about staff."