Wayne was incredibly rude and condescending. Some of the worst customer service I have ever received. I literally don't know how this place is in business. They checked my battery (which we replaced a week ago with a brand new battery) and said the battery was working perfect. They informed me that the starter was the issue, which would be $622 to replace. I decided to go ahead and have them replace it. When I arrived to get my car Wayne smugly informed me that actually the issue is the battery, so my car will need to be jumped to get it home. I am out $622 and my car still won't start. I will never bring another vehicle to any Pep Boys. This place is a scam and a joke. read more

the old dude that works in the front was the most unprofessional, disrespectful person I have ever interacted with in a customer service environment. He got mad at me because I didn't disclose at the beginning that I would be using my warranty package for my oil change and proceeded to degrade me for not knowing that I need to do this, mind you they NEVER asked how I would be paying or if I had a warranty to begin with. I then proceeded to APOLOGIZE for not disclosing the information at the beginning , and then I call the salesman who sold me my car to get the warranty information, the old dude then proceeded to argue and degrade him over the phone, because HE didnt know that the warranty number and warranty package number are the SAME thing. Overall, that man needs to be fired, its sucks that people his age even have to work in this country cause he does need to be retired, especially because he doesn't know how to be kind to people. The service sucked tho, and at the end of the day, he's coherent enough to have been able to choose not to act like an asshat. read more

It makes sense why this location only has 2 1/2 stars. I walked in and wasn't greeted. I then stood for over 10 mins while the gentleman working was talking to another guy who seemed to might be working for the same company but at a different location. They were talking about a guy at another location who is from New York and set in his ways and is rude. I thought that was unprofessional to be talking in front of a customer. Finally when they were done talking the guy asked what he could do for me and I said I came for an inspection. He told me they only do inspections Mon-Fri (which is my fault for not knowing that, but I didn't see that stated on the website) but I said of course and walked out. The two guys then proceeded to laugh at my "of course" remark. I will never step foot in this location again. read more

Pep Boys - Auto Repair Near Me - Austin, Texas

My car was stuttering and smoke was coming out from the front, right tire side so I pulled over and had my car towed. I called around and most towing companies were pretty booked and wanted to have me wait hours. Fortunately Pep Boys was able to provide the towing service within an hour 30 minutes. It was easy to schedule the appointment and they would send me texts regarding where the roadside assistance was at. After getting the car towed, you can choose to ride with them to a Pep Boys location, which I did. It was after hours, so I filled out my vehicle information and put my keys in an envelope to put in the drop off box on the side of the wall, next to their doors. Remember to have a pen! I wanted to make sure they got my keys so I called the next morning and they said they would look for it and give a callback. It seemed unprofessional that they would have me wait for doing something so easy as looking inside their box. I waited hours and still got no callback so of course I called. Then, they were willing to look and did confirm the keys were there. The next day, no technician was assigned yet so I still had to wait. The following day, they told me my car was ready to be picked up and they didn't see a problem with it and wasn't able to recreate the problem I described. That was extremely frustrating because I waited for my car to be fixed only to be told I didn't need to..and it obviously had an issue! So they said they would have another technician look at it the next day. So finally, they diagnosed the problem and presented the solution of buying some car parts and fixing it (a lot of car terminology involving brake hose and caliber). I think they could have done a better job explaining what these meant. I went inside the store and was not greeted at all. The employees were talking to two people but the least they could have said was "be right with you!" There is a lot of space inside the building. It was awkward and I didn't know where to stand. The cost was enormous-towing fee, car parts, labor, etc. They do have coupons available on the appointment tracker site when you first schedule the appointment so make sure you utilize those. And get a receipt! There's a 100 days warranty. I got the car fixed and the whole process took about 4 days. read more

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It's very irritating when your schedule to do a simple oil change. And they don't have the filters or anything ready. What's the point of scheduling an appointment!!?! Their front desk people should check before hand so I don't drive all the way down there in traffic just to be turned away! The front desk guy rob or ron just seemed to be half awake. No excuse just shrugged, claimed he couldn't get parts till wed.... Asked about their part runner and suddenly story changes that he sent them home early at 5. .... So I'm out of luck because he can't manage appointments or parts? Very nice no wonder this place is in poor standing. Fun fact there's an advanced auto parts next door! They could just grabbed it there. read more

I went to have my tail light bulbs on the driver side replaced the passenger side lights worked just fine. Went to check on the progress and was told I had an electrical problem, my hood was up driver side door open. They told me they were waiting on an a more experience technician to come. I then asked for my keys back. Do not use this location. read more

$hithole with a horrible customer service. They're rude and couldn't care less about it. Sadly I had to go there for my rental car. But I prefer to change the car, than to deal with them again. Made two appointments on different days and still both times they told me that they didn't have anyone working at the moment, so it would take at least 2 hours just to check one tire. Both times had to step out due to their incompetence. They should close that location. read more

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Made an appointment for 130pm today, realized a few minutes later I wouldn't be able to make that time so I called back and changed it to 2pm. I showed up at 158pm to wait in line for 15 mins just to be told my appointment was at 130pm not 2pm. Apparently when I called back to change it to 2pm, it went to their call center and whoever I talked to didn't change my appointment correctly. Richard told me there's nothing they can do about it and they'd tried to work me in, but there were 2 people ahead of me. When I asked how long that would take, he proceeded to go outside and talk negatively about me to another employee not realizing I could hear everything he was saying. He came back in to tell me it's going to be at least 1.5 hours and you could tell he was trying to get me to just leave instead of honoring my appointment time since it was their call center who made the mistake. First and last time I'll ever waste my time with a company who treats customers like that read more

Had an issue incorrectly diagnosed, and am now having to have my oil pan fixed because the drain plug was stripped during an oil change. Longest oil change of my life, around 2 hours with only one other car in the bay. read more

BEWARE: This is NOT a joke or an exaggeration. Pep Boys almost literally KILLED me today. My story: I took my truck in on 9/24/2020 to have my brakes repaired. About 48 hours later, as I was driving down the highway at 75mph my truck started making a very loud banging noise, and the rear and started moving erratically. I was able to pull over without colliding into any other vehicles. I discovered 5 out 6 lug nuts had fallen off (See photo). One of the studs has been sheared off, as well. Had the tire fallen off it likely would have continued down the highway at 70 miles an hour. Likely hitting another car and I would have probably lost control and flipping my vehicle. This could have killed me or anyone else next to me. I implore you, please never take your vehicle to Pep Boys. Your life could be in danger. I have contacted corporate, the store manager and blasted this all over social media and they refuse to respond. They also have not refunded me a dime!!! UPDATE: The store just called and blamed me for loosing or removing the nuts. read more

Pep Boys - Missing lug nuts. - Auto Repair Near Me - Austin, Texas

One of the worst experiences that I have had in a while at a pep boys. My appointment was for 4pm and I got their at 3:20. They didn't get to my car in the garage till 4:50. Nothing said no reason why they were late getting to it. Than after he tells me I need a new power steering pump that they charge $750 to put in. His mechanic lets me know it's a 4 hour job. A power steering pump in a Honda accord. That's pretty wild to me. It definitely shouldn't take that long. Just a question why do you charge $378 for a power steering pump. When I can buy a brand new one for $168. Why is yours so much more? Very poor customer service at this location. It was a good location about 3'years ago with the old manager. Will not be going back. read more

One of the most horrible customer service experience I have had. Brought car in for a state inspection, and was told it would be a 30 minute wait. Okay no problem. We were never told that the progress of the appointment would be tracked via the text message they send. (Which that didn't even update because they didn't do any work on it at all, so it just stayed on "appointment confirmed") On top of that, our phone was opened, on his counter so that he can view my insurance information and input that into the computer, so that text message notification completely disappeared. Whatever, so we waited for an hour, and went to go check in with the same guy we talked to when we first walked in because we didn't get a phone call, new text or anything about the progress. The guy proceeds to say that they couldn't do the inspection because their machine broke. So he let us sit there in their waiting area for an hour, with no word? He proceeded to tell us that we were not there for an hour, yet I had sent a text to a family member when we arrived, to let them know how long id be, and it was in fact, an hour that had passed. His excuse was he was "busy" despite the fact that the same 3 customers were in the building, just waiting, the entire time we were there. I wish I would have gotten his name, but I was too focused on my time being wasted. Once you know that you can not do a service for a customer that they expected would get done, wouldn't you CALL them? Maybe give them some time to find a new place same day if they need? I guess not. Horrible experience, wasted my time, and will never be going back. read more

Just had a basic alignment done. Damaged vehicle during the process. Justin admitted to the damage along with Daniel the manager agreeing to take care of it. After it was taken up through corporate they stated the damage was already there. They damaged the bottom lip splitter of my vehicle pulling it up on the alignment rack. Very disappointed with my experience. Don't take your car here. read more

This place is very unpleasant I felt racism soon as I walked in it was a whole long line of individuals before me and the individual customer service took care everyone until he got to me he got up and walked outside then he advised me when he did come back inside 30 minutes later that he could not take my car because he is all booked up when I spoke with him today before and he told me to bring my car Sunday a car that I was purchasing I just wanted to get 120 point check so if you are black do not go to this place on research they are very racist the guy that's working there I wish I would have got his name read more

Well... I'm not sure where to start. I needed a brake job because the pads were worn down and started to make a grinding sound (usually means metal rubbing and replace immediately). So I came in, and the guy I talked with said both front and back pads needed replacing so I agreed to the job. It took about an hour and a half, and the good news is I got a discount because I ride share and deliver on the side. So that was a plus already. However, a week or so later the noise came back. I'm pretty sure the hills in Austin have something to do with it, but I'm just hoping that it wasn't a faulty part or the job wasn't done at all. Almost $600 was spent trying to get the car back into a safer condition with "better" brakes. I'm not sure if I'll be back but I do have a perk where I don't have to pay as much if I return to a Pep Boys. I just want to get my money's worth and not just throw it at a useless project. What saved this place from 2 stars was the discount I received. read more

Just wanted to update that in the years since my last review, they have continued to be good to me! Multiple times they've provided small services (battery checks, etc.) for free. Always with a smile on their face! read more

I had reservations about going to a big box shop for car service but I booked an appointment there anyway. It's 18 miles from my house to the location and that alone was a challenge. But my AC isn't working correctly on my car and I'm trying to go on a trip. I booked this appointment online. I received confirmation texts as to the appointment. When I pulled up into this parking lot my first thought is, was it hit by a tornado. The service area is just like a salvage yard. The Pep Boys sign looks like it must've been there since they opened. My previous experiences have been walking into buffed floors with carefully groomed employees and a first class feel. So I head up to the service writer and I can tell right away he's not really wanting to help me. "We're only doing drop offs because of the CV", he said, something not conveyed to me when I made the appointment. I'd really hoped they'd just use one of the hand held monitors to get a look, but he wasn't getting out from behind that counter. IDK why Pep Boys wouldn't alert customers to let them know but then when you look at the overall picture, it goes with the program. They'd like to reschedule. Nope. Not ever. read more

Pep Boys - Auto Repair Near Me - Austin, Texas

3 hours of my life that I will never get back. I had an appointment for 3pm to get my tires replaced, it was 5:45pm and they still hadn't moved my car. I have sympathy and understand being short staffed but have transparency with your customers. I asked how long it would take and girl at the front desk said 2 hours, never once did she say we're running 2 hours behind so in total it will take 4-5 hours. I ended up leaving without getting my tires, so not every sure how the service actually is but the customer service is definitely lacking. read more

Made an appointment for 2PM. Show up at 1:40 to see if they could get it in earlier. I was told it was going to be an hour to an hour and a half to get me in since we were early because they had people in front of me. If I have an appointment at 2 then I should have my car pulled in the bay at or close to 2. What's the point of making an appointment if they're not going to honor it? Trashy customer service as well. I waited at the front for 5 minutes before someone came to try and check us in. I had to call the store from inside the store to get through to anyone they wouldn't come to the front until they heard the phone. read more

Thank you to Alex and the rest of the team at this Pep Boys! One my car's mud guards got pulled off the chassis as I drove through a puddle. I pulled in and Alex graciously made a quick repair. read more

Customer service is nonexistent at this location. I made an appointment for 10:00 and after three hours and they had not touched the car I inquired about the delay. The response, are you sitting down, "well, we asked you if you were dropping it off." What the flying BS! Avoid this place, you would just be wasting your time! Same issues Morgan Y reported on 2/5/2023!!!! read more

Not your typical pep boys but the service was great. They helped me with windshield wiper fluid. Small item I know but they were friendly and even put it in my car. Great customer service. read more

Should have looked at reviews before making an appointment here. Talk to a man on the phone day before appointment explained what all I was looking to get done he tells me sure we can do that for you, only issue is not sure on how long it will take so cant guarantee it will be done before I need to head to work, which was fine. Next morning running a little late try to call to let them know I'm on the way no answer, whatever. Get there the girl at the front desk's just seems mad that I interrupted her and her vaping at the front desk. Then says they can't do the service I need because its to cold out for the machine they need to use to look at it to work. Do not know a ton about car heaters and how to fix them but that seems kinda bs to me, also why would the man on the phone not mention it needed to be at a certain temp for them to even look at it?! go ok can I still get the oil changed at least she says yes goes out comes back not talking to me at all and then goes so it looks like it's going to be $100+ ... for just an oil change? No left to the valvoline down the road. Same oil change for not even $90 and they where a hell of a lot nicer. read more

Worked with Daniel and Kendrick. Super nice guys. Great price. I don't usually care enough to write a review but they were really great and helpful. read more

front desk was rude and she didn't even want to put in my appointment request. I have to ask did she even put my request in then she start typing stuff in her computer however she put in wrong car model and years. It make me wonder if the front desk treat their customer rudely and not able to do her job right, what it like when time for repair goes.. read more

Won't be back. The front desk guy started out that I made my appointment the same day and I corrected him by saying no I made it last night he was literally arguing with me about when I made my appointment. Who cares when I made it! I get a call that I have locked mug nuts on and I told him the key is in the middle consul... he said no they aren't. I said I never put the locks on but if they are on the key should be in a plastic case in the middle consul he argued that it wasn't. I said to put my bad tire back on and I'll take it somewhere else. We got back to the store I opened the middle console BOOM the key was there! He said "come show me where you found them because they weren't there" I said no... just fix my tire and let's move on. He said " no no show me". I said I'm not arguing with you just fix my car. I don't know who hired this guy but you don't question a customer nor do you try and make your customer second guess themselves. Terrible customer service. I won't be returning and I will spread the word to also not come to this already sketchy shop read more

Don't ever come here. Came in to get something fixed and left we something broke. A lady name Megan hung up in my face when I told her my issue I've been trying to get in contact with a manger but no one answers. read more

I don't understand why they offer appointments. I sat waiting for over an hour before they even got to my car. I was late for an appointment because I didn't realize it would take 3 hours to do a tire rotation. read more

They could not figure out how to open my tailgate on my truck. So they didn't bother to change the blinker light. I opened the tailgate and then they told me it was a electrical problem? I waited for several hours and they never fixed the problem. There was no seating and the customers restroom was locked. . read more

Let me start off by saying the staff is very unprofessional and obviously does not know how to speak to customers. The Manager Richard was no help at all. Our car was stolen while "being worked on" and Richard had no clue what to tell us. The camera facing our car just so happened to not be working that day. we were not contacted by the business itself until after they called the police a day later. We were left without a car for a week and still have yet to get one provided at the shops expense. Their core values claim to be customer service top priority and exceptional quality care yet we haven't received any treatment or concern to suggest that. It's been 2 weeks and we have not heard a word about our car only to find out we have to file a claim with our own insurance carrier. When in fact any auto mechanic shop must carry garage seekers insurance in the event a car is damaged or stolen while in their possession. Do not recommend to take your car here!!!! Absolutely worst experience and situation. read more

Just want to say thank you to this Pep Boys for being so accommodating & helpful today when I came in for a flat repair! I wish I could remember the names of the gentlemen who helped me, but I'm so grateful that they were able to do this service for me after I had been turned away from a different company just minutes before. Fast service and friendly staff! Thank you! read more

I wish I knew the guys name that helped me. it was clear he wanted me to save as much money as I could whether I bought tires from him or Elsewhere. He gave me tons of great options read more

My blood pressure still rises every time I drive past Pep Boys along the 183 flyover. The sign taunts me and dredges up painful memories: memories of problems un-solved and of promises not kept. I weep for the hundreds of dollars that I would still have had I never stepped foot into this accursed den of automotive iniquity. Long story short, they took my car in to fix an overheating problem. Pep Boys diagnosed this as a water pump issue, gave me a $250 estimate, and took my car in for the day. That night, I get the call that my car is all fixed up, and I pay my money. I was 300 yards out of Pep Boys when the car overheated again. Those scoundrels had fixed nothing, and I was now out $250. Now, both my car and I were steaming. I returned to Pep Boys, and they were unapologetic. They now advised me that it must be the thermostat or something. The new estimate would be another $200. There was no offer to refund or mitigate the pointless work they had done, much of which was labor charges. I got out of there in a hurry. There was no way I would trust Pep Boys for another half-assed go at my car on my dime. I went straight over to Arbor Autoworks on the recommendation of a friend. Wynn had my car fixed within an hour for $30. I don't know if Pep Boys has cleaned up its act by now. My experience was not good, and I have zero trust in this place. Caveat emptor. read more

I was bound and determined to replace the OEM tires on my Celica with the identical pair of Bridgestones--because I loved the way they handled. Pep Boys was the only place in town that carried these tires in stock, so I figured why not? Little did I know they would act like they had never seen a Toyota with aluminum wheels before and didn't have proper wheel weights to fit the rims. After going back twice within an hour because the wheel weights slung off, the best they could offer me was to put adhesive weights on the painted surface of the wheels. Like a fool, I let them do this until I could get to Toyota and get the right weights installed. Of course, the adhesive weights left a permanent scar on the paint of the wheels once removed. Manny, Moe, and Jack--off with their heads! read more

Right as we pass Pep Boys, our tire begins to deflate. Good, at least it happened in front of a Pep Boys, right? The husband pulls into the lot and sure enough, the valve stems is leaking air at a super fast rate. We walk in and go to the service desk. I explain to the man at the service counter that our tire is letting out a huge amount of air quickly and it will be flat soon. He said, pull it to the side before it runs out of air. We do. We come back in and he writes up paperwork saying the valve stem is $19.95. Ok cool. Then he says "It's a two hour wait and they will get to us as quickly as possible. Alright, so we hang out in the waiting area. I'm getting hangry at this point so we walked to a restaurant up the street. We come back. Sitting, waiting. I'm listening to the Budget desk guy and he seems really helpful and nice. Now maybe it's my fault because we were stranded there with no other choice so I look around. I start to notice the place is pretty disgusting. There's dust everywhere. I ask where the restrooms are and the guy looks at me, takes a deep breath and points to the sign, then goes "Oh wait, we aren't supposed to point." Interesting but OK I respect that. Heading in that direction, I notice the hallway had a few dead cock roaches and other various bugs. Going into the rest room, it looked like a homeless train station bathroom in New York City. I look up, there's five huge daddy long legs, huge spider webs, the toilet seat is like chipped or miscolored I don't know. The floor had garbage on it, the toilet paper and hand paper was out, the walls had water marks... it was pretty gross. I walked out. I don't think it was cleaned since they opened it. I understand it's a "garage shop" but jeeze. Then I sit back down. I look up. Don't ask why I looked up, I don't know why. I notice mold on the vent. Gross! I had to take a photo... Two 2 hours and 30 minutes later my husband asks the status- I notice a worker smoking in the garage. Super professional. The man said the worker is going to lunch, but he's going to ask him to stay until the tire is done. THREE HOURS AND 15 MINUTES LATER, they pull the car in, two minutes later we pay the stupid $19.95 and leave. read more

Pep Boys - Yum - Auto Repair Near Me - Austin, Texas

Continuation for review on 11/28/2018 - In addition to all this and adding insult to injury, two weeks after I received the vehicle, I was driving back from Denver, CO and about 4 hours away from home, in the middle of nowhere, my car completely died. It wasn't until I had to have it towed a few hundred miles back home, and took it to a mechanic that I found out that a belt tensioner had fallen out...yes, it fell out. It didn't break, or snap off, it fell off. It was concluded at the shop I took it to, that whomever did the work must have not screwed the tensioner back on properly or all the way back in. Therefore, it took a few weeks to completely fall off, causing my belt to fall off and leave me stranded. Given all this, I can only conclude that this management team in this store/district, cares very little about the customers they serve. That goes for Cottman as well. This is a real shame, because as a severely wounded purple heart recipient and Iraq war Veteran, I expected Pep Boys to treat Veterans with more concern. If they treat a protected class this way, it goes to show how little they care about the general public. Also, as someone that started his automotive career years ago with Pep Boys, I am ashamed to refer people to Pep Boys anymore, this isn't the quality of people I used to work with. It's embarrassing to the brand. After filing a complaint with the Pep Boys Customer Relations department directly at: 1-800-737-2697, I was told I was going to be contacted by Ron Gooch, apparently a VP within the area at Pep Boys. I called three times to follow up and never received a call from Mr. Gooch. A few weeks later, I received a letter from Pep Boys "Customer Relations Dept., stating that they had concluded their "investigation" and that they found that they were not at fault. Mind you, no one from Pep Boys called me, looked at my vehicle after I picked it up, or followed up with me to inquire what the issue was, or what was wrong with the vehicle as this "investigation" was going on. I will not be taking my vehicle to Pep Boys any more following this incident of gross negligence and pattern of deceit by this store and district. read more

2 idiots at the front and you have to call nonstop to get an answer, when they answer they place you on a hold for 10 minutes to come back and tell you your car hasn't even been looked at yet. I brought my car in at 10 am and was promised by the tech it would be ready at 2pm latest. I spent 30 minutes trying to get ahold of someone and when I finally do it's the stupidest white girl named Megan you could ever talk to who hung up the phone At least 4 times while I was on hold and again when I told her I would come pick it up. They want almost 200 $ for shitty service and a fucking 7 hour oil change . DONT COME HERE. read more

I thought there was something wrong with my suspension. They checked it out. Called me. Found nothing wrong. Really talked me through it. They could have sold me new shock as I really believed my car was bad. They said it was fine and did NOT charge me an inspection fee. Great guys. Will come back for sure and support. read more

Roberto tried to claim that he didn't know what Pep Boys website said about crediting AC evaluations towards any AC repair charges to try and get more money out of me. I asked him to check the website so we would be on the same page and he refused. Someone who was working on the AC also stole money out of my car and we have no way of knowing who because it was cash. read more

Really sweet guys that didn't try to sell me any unnecessary stuff. I came in to get my brakes inspected and new tires (per the dealership's recommendation) put on that I was going to purchase through them. They were completely honest with me and told me I didn't even need new tires for awhile! They were efficient and kept me updated on my vehicle the whole time. read more