10 am appointment for a tire plug. 11:50 am and my car is just now starting to get worked on. I'm beyond annoyed right now.

Waited 3.5 hours for a headlamp to be installed on drivers side. Had an appointment too! I should have left when I saw my car in the parking lot 1.5 hours into the waiting period. This was the second bad experience with this store installing a headlamp! read more

My 2005 Civic was just towed to Pep Boys on Rt 40 in Catonsville. Md. I had my car serviced at another place last week where they rotated and re-balanced all four tires. As I was driving today I noticed that the left front tire was making a loud sound. I stopped and called Roadside Assistance. I was towed to Pep Boys, the closest place open on Easter Sunday. I was told that it's a good thing I stopped driving the car when I did. Pep Boys found that the lug nuts were so loose that they could be turned with a hand. Thanks to Joleen and the mechanics at Pep Boys for preventing a potentially serious accident. read more

I took my car to Pep boys to get new tires after hitting a Railroad Tie size piece of wood on I-70 . I asked them to check the front wheel and suspension for damage They changed the tires and after the Tire pressure sensor stopped working. The front tire leaked air for four months so I took back to this store to have a rotation and the tire pressure sensor fixed. I asked them to inspect the front right wheel and suspension and fix a nail I had in a rear tire. They sent me home with the car 8 hours later and the tire pressure wasn't reading . The next day I woke up with two flats ..made it to the Pep Boys and them they told me I had a cracked wheel and a nail in my tire I had already paid them to fix. I think they are purposely trying g to kill me. I bought a new wheel and need two new tires now but refuse to go back to this place after two horrible experiences. .They literally did NOTHING I paid them to do and six days later corporate still hasn't gotten back to me to resolve the issue despite me Call ng customer service three times. So sad and I've had no car for six days. read more

For PEP BOYS to be a automotive store I was disappointed that they did not carry a starter kit for a lawn mower. I usually come here to buy other automotive items. Over all this establishment have what I need. The only suggestion I have for PEP BOYS start selling lawn mower supplies especially doing summer months. read more

I ended up waiting for 4 hours for a simple oil change! They didn't even vacuum the car! Other places do the same job in 45min or less and they give you a clean car! The employees are so slow! The guy that was working on my car was working on another car at the same time and he apparently had some sort of joint issues because he could barely walk, or he just didn't want to work fast enough. I had an appointment and it doesn't make sense that they make the appointment when they don't have enough employees. read more

They do not honor appointments. Made an appointment day of to get my tires balanced. Online system had plenty of available appointments and I choose one for about 5 hours later. Got the pep boys and they told me they couldn't honor it. That I would have to wait at least an hour and a half before being seen. They also said they encourage people to call to confirm the appointment even though you are sent an email confirmation and it says nothing about calling. I left. Called back to get a managers information and couldn't even get through, do a lot of good calling would do. With at least 3 other car service places nearby (NTB, Midas, and Mr Tire) and I was able to luckily find someone to balance the tire without an appointment. Will never attempt pep boys again. Steer clear! read more

Do not choose to wait for your car to be serviced. I had a 9 AM appointment for my tires to be balanced. I was told it should take no more than an hour to an hour and fifteen min. I waited 2 and a half hours. These guys move slower than pond water. read more

Mike and TJ are great! This location has come a long way. My first review wasn't so good. Mike and TJ were able to turn my experience around. I strongly suggest giving them a try. The retail side still needs some work. Cashiers can not be found and having inappropriate conversations and ALWAYS on their cellphones. read more

I drop my car off to get a few things done. 4:15pm. I ask if there is anyway it can be done same evening. "Yes 100%. We are open till 9pm". I got the price and left. Called at 8pm...still not done and BTW it 35$ more because "I told them the wrong model year of the car". Which didn't happen. Never got a call. Nothing. I get the car back the next day. I find scratches on the hood. Like someone was bending over and their belt scratched it. No way. Never getting service at PBoys again. read more

I'm not going to elaborate and take my time on my experience with this business but if you're ever looking for what poor customer service is like, heres the spot to go. read more

I had a light out and had no idea which light it was or how to fix it. The workers here were extremely helpful and caring and answered all the questions that I had. I definitely recommend going here, especially if you are not a car expert. They are extremely understanding and explain everything. read more

Store seems to be under new management and I will shop there from here on out. I had work done at another Pep Boys that ended up being sub par, I called the store in Catonsville and spoke to the Store Manager about having my car looked at and having my previous issues fixed. I spoke with Joe and although his store did not cause the problems to my vehicle he still took ownership of the poor service I previously received at the other store and he personally took care of me and my car. I can not explain to any one enough how great he and his staff was to my unique situation. They've earned my business for life. read more

To be honest Mr. David Lewis was a wonderful help to me when my truck needed to be worked on. He took the time to explain what was wrong and how Pep Boys could be of service to me. The result was a fixed truck, reasonable pricing, and great customer service from Mr. David Lewis. I highly recommend this place to get your vehicle fixed. read more

Friday evening I hit one of Baltimore County's notorious potholes and sliced my tire open. I called Pep Boys around 6:30 pm to check that the tire I needed was in stock, and they not only had the tires I needed, but told me to come on over and they'd take care of replacing the tires that night! They were hustling through many cars all evening, and the guys ended up staying after hours to finish my car. They definitely went above and beyond. I was able to enjoy the weekend with full mobility because of these outstanding, hardworking men. read more

I made an appointment for 11am, it is now 3pm and I decided to call and check in. Maybe they forgot to call me to tell me everything is done. Apparently it'll be ANOTHER 1-1.5 hrs before they even GET TO MY CAR. What's the point of making an appointment if it's going to take 5 hours for you to even get to my car?!?! read more

Service manager here is as uneducated and unprofessional as it gets. Seems as if they just recruited someone off the streets in the projects and have him run a store. Maybe its because of all the drug use at work. Stay away from this store and service center at all costs. Took 7 trips to the store (driving 20 min each way for a total of 40 min each trip) and they ended up not fixing the battery. Wrong battery was ordered 3 times and we were told after being in their 4 hours waiting for the car to be fixed that wrong battery was orders and come back tomorrow. It happened 3 times. Finally, when the right battery was installed, the car died the next day. Took it in and they said it won't hold a charge and it's a faulty battery. I called and talked to the store manager and he was extremely rude and kept cutting me off saying we will just refund you and move on. My sick mother has been going there almost every night for the passed week and this is the result. read more

Terrible customer service. I can in Sunday morning ( no other customer walk-ins were sitting in the waiting area. ) the place was quiet. I told the young cocky white guy at the counter that I was having trouble with my passenger rear tire possibly the brakes. He asked if I could leave it. I said yes. He then proceeded to explain how he might not even get to it today and because it was cloudy it might rain so he would not be able to assess it if it rains. It never rained. I asked if he knew another place who could help and he said not today (they would be too busy) The whole time there was another (white woman) service rep just standing there watching this play out. She offered nothing as well. Never go to pep boys!!!!i had to give one star to write the review. My rating score for this business is zero. I felt like was indirectly refused service. Dare I say it was because of my race or my gender. Hmmm... read more

Worse then I imagined it would be. I've never really had high hopes for this place but never really dealt with their service department. My wife ~8 months ago got two new tires, they were installed backwards. I'm typically easy going and shrugged this off completly. Last night I needed a new battery found a good coupon on their website, ordered one and set an appointment for noon today. I called this AM to make sure there wasn't much of a backup and it should be a quick install. After all installing a battery should be under 15 minutes, esp with "Trained professionals". I got their a few minutes early, they assured me there was a few minutes left on an oil change and they should have my truck back there momentarily. For some reason they had the order under an entirely different name which is strange considering everything was done electronically. At 1:30PM my truck still hadn't even been taken back there, I took my keys and walked out. The people working there could've cared less. When I explained the problem and asked for my keys they simple handed my keys. No apology, no attempt to retain my business, nothing said at all other than "ok". There were ~7-8 people working back there. They seemed to have plenty of time to smoke cigs and chat with each other. The gentlemen in the waiting room with me had been waiting 3 hours for his oil change. I was literally about to order a full set of tires along with the battery last night. I decided to wait a day to make sure they could do the battery in a reasonable manner. Glad I waited. BUYER BEWARE. read more

I had an appointment at 9am so i dropped my car off at 8am. I was in for oil change and for them to get the fogoff my headlights. So here it was 415pm, i still have not heard any th ing. I bc all them and th dry said it will be another hour, so i show up at 630pm , which is 2 hours and 15 mins later. Mt car still was not done, i did not leave out ofthere till 8pm. I will never ever go to pepboys ever again. read more

I had an incredible, 110% positive experience at Pep Boys on Baltimore National Pike. I would recommend their business to ANYONE with a car problem and will go to them whenever I have a car problem from here on out. As a young female, I had to go through 5-6 mechanics trying to charge me $350-500 (not including labor) for a $50-100 O2 sensor. If I hadn't conducted research on the price range for an O2 sensor prior to these calls and had a dad that is knowledgable with cars, I would have easily been taken advantaged of. Pep Boys in Ellicott City was the FIRST and only service center I ran into that was honest and fair about pricing and diagnostics. David, the manager, was clear about the fees and cost for all of the services. He provides an honest business and is a straight shooter. He didn't try to take advantage of me at any point - and this is extremely hard to find. He even stayed overtime to explain every step of the process and make sure my car was completely fixed. The pricing is better than any service center I've called and the job was done well. David's strong leadership and relentless integrity are reflected within his team. I had my car's upstream O2 sensor replaced, cluster checked, and oil changed by Carlos and Pierre. They don't try to pull things on you (i.e. pour regular oil instead of synthetic oil or mess up your car so you have to fix more than you began with) as with so many prior experiences my friends have faced. Carlos and Pierre are incredible mechanics that are honest about their limitations and will go out of their way to help you. Eric and Fernando too were awesome and giving me practical advice and encouragement while I was waiting for my car to be serviced. One of the best things about this Pep Boys is that the parts are all in the store. There's no way they can charge you several hundreds more than the part actually is because you can look up the prices for yourself! I have never had such a positive experience in my life. Good, honest, expert mechanics are hard to find. Do not waste your time as I did with so many dishonest businesses and go to Pep Boys. You won't regret it. read more

I stopped at this Pep Boys on 6/30/2017 @ 2pm. I was traveling from Williamsburg, VA to Philadelphia, PA. My car was having a strong gasoline smell and I wanted to see if they could look at my car to make sure I could continue traveling because I still needed 2 hours and 40 minutes to reach my destination. The worker that was wearing a white Pep Boys shirt (not sure if it was the manager or assistant manager Jonathon) who didn't even let me finish telling him what I needed, said, "we are sorry but the guy that does that kind of stuff only works Mondays and Tuesdays." I just wanted my car checked for leaks. So my suggestion is that if you unexpectedly need a mechanic to look at your vehicle only go to this Pep Boys on a Monday or Tuesday. read more

I love how management has the same cut and paste response to customers problems listed on these pages but they have no intention of making it right. I stood at service counter for 30 mins before anyone would help me. The other employees assume if they don't look directly at you, you're not there. read more

Awesome experience! Needed a battery and quick. I had to get the kids from daycare. I ran in and David shook my hand and welcomed me. He addressed me by name (I had it on my work shirt). I let him know that I needed a battery and I did not have a lot of time. He grabbed a clipboard and asked the mechanic (Pierre) to join him as they walked me out to my car. Needless to say, I was in and out in no time. Oh not to mention the filthy air filter he pulled out. So I left with a new battery, air filter and cabin air filter in time to get the kids. Now that's service! Thank you David, Pierre and pep boys. You now have a customer for life. read more

I wish there was a zero star for me to put on this website. I took my car to this location to get my breaks and tires changed. they did an awful job. By the time I left there one of my central pieces was missing and I later found out that one of the knots of also missing. Originally the person who worked on my breaks and tires lied that they did not know what had happened to my central piece and when I went back to the store after discovering that one knot was also missing they promised to order the central piece and get back to me. Its been almost 2weeks and I haven't heard from anyone. To cut the long story short, I started hearing a noise each time I break my car so I took it to them to check it out only for them to tell me to pay a hundred and something dollars after keeping me waiting for more than two hours. I was so upset that I took my car and left. When the noise continued I called the filed a complaint and they said they will get back to me in 48 hours but never did. I called a second time and they said 24 hours and never did. I called a third time before someone got back to me. They finally set up an appointment for me today and I dropped off the car and the person who received my car was grumbling as I left the store. The worst mistake I ever did was to go to Pepboys. My car was driving very well until I went to my dealer for a 5000miles service and they recommended that I change my breaks and tires. Immediately I drove my car out of this location on that faithful day I car has never been the same again. I have never regretted anything like this. I wish I had just gone back to my dealer for my tires and breaks to be fixed. I have lost time and money going and sitting at this location and I have inconvenienced myself just because I thought I could save a few dollars by going to Pepboys. Please never take your car here. The boys working there are incompetent and nonchalant with an attitude. I really regret ever taking my car here. I have never regretted anything like this my whole life. I just missed a funeral now because I don't have a car and I don't even know if I will be able to make it to my Dental appointment today. I am so disappointed. read more

My husband dropped his car off at this shop at 9:30 am yesterday morning for a breake job and it was not ready until 7:30 pm last night. The most frustrating thing was he was told it would be ready in about three hours when he dropped it off. After waiting for the call (that never came) he finally called them about 3:30 pm and he was told the car would be ready in 45 mins. Hum...3:30 to 7:30 in not excatly 45 mins! read more

I have been to this location numerous times and have had no problem with the quality of work, but the customer service is atrocious. I have never received assistance at the service counter inside of twenty minutes. They went through all the effort to remodel and install 3 service counters and yet I have never seen more than one person on the floor. Today was the final straw. My truck was left in their possession for 24 hours, during this time if was never contacted with the final work price and when I called them at 4pm the following day (after I was on hold for 35 min) the employe couldn't provide me with a status of my vehicle and asked to call me back with an answer. I agreed but revived no call. Much to my surprise when I arrived on site at 6pm (after waiting my customary 20min) I came to find out that no work had been completed on my vehicle. I would not suggest their service to anyone and will no longer provide them with my business. read more

I have downloaded this app for the sole purpose of this review. This particular location wasted my time suggesting that they will be a mechanic there when I got there there was no mechanic. read more

I took my 2014 Kia Optima to Pep Boys on Rt 40 Baltimore National Pike, on Feb 11,2018 to have some brake work done. They told me that I needed brake pads and rotors. Then they came back later with I also needed front right and left calipers. Now I have a 2014 Kia Optima with 40k miles. I don't know much about cars but come on now new calipers. Pep Boys told me they will order them. I told them I will order them. Now I drove my car there but I was told that my car was now not drive able. I went home and called a Kia dealer to order the calipers and found out that they were $550 each. I told them that I need front right and left calipers. The dealer went on to tell me that unless my car has been sitting under water and they got rusted, know way I would need new calipers on a 2014 with 40k miles. I said ok let me call you back. I called Pep Boys told them what was told to me and they told me the calipers had clamped down on the rotors so this is why I need new calipers. I still did not Know what they were talking about until I called the Kia dealer back and they told me that if the calipers are turned the wrong way they will clamped down and you need a special tool to unlock them. I called back to Pep Boys ask to speak to the manager Kevin. Kevin took the phone and told me that i need new calipers because he push the pin on the calipers and it went all the way back. Kevin also said, you don't need that tool for the front only the back calipers. I called a towed truck , had them pick up my car from Pep Boys and took it to a Kia dealer. The Kia dealer unlock my calipers changed my brake pads and rotors, and gave me back my car the same day. This repair cost me $543.30, not $1,412.56 that it would have cost me had I let Pep Boys do what I did not even need. I want to think that Pep Boys is just not knowledgeable when it comes to the new vehicles that's out here now, and not that they have become dishonest. I have been a customer of Pep Boys for many years, but I don't think I will be taken my cars back to them. read more

I waited about 30 minutes in the service area before anyone approached me and asked what I was there for, and this was after we had called the location multiple times earlier, but had been put on hold for 10-15 minutes each time before being cut off, and having to call back, just to be put on hold again. After receiving no answers or information on my vehicle for over an hour from Chris or Billy (apparently known as Will at this location), a young lady, Kelly, finally came in, clocked in, and started to clean up their mess. While Chris & Will attempted to keep an appropriate attitude with everyone, it was very clear that neither of those two employees should be doing what they're doing. Both of them kept answering the phone, saying the typical and I assume approved, "Thank you for trusting the boys, this is xxxxx, may I please put you on hold for a moment", and then letting the caller remain on hold until the phone system cut them off. Well, that's only partially true, they did that 75% of the time, the other 25% of the time, they just let the phone ring without answering it at all. When Chris finally found my paperwork and attempted to check me out, he told me the price was over double what we had been told it was going to be. I inquired why, but he didn't have an answer, just kept asking me who took in the call initially. As I was not the original caller (nor do I assume the majority of people remember who they spoke to on the phone), I finally pointed out that it says who took in the order on the top right hand of the order form. That seemed to come as a surprise to Chris, who then told me he was going to get that gentleman, Mike. Chris came back, said Mike was on his way over. So, I proceeded to wait for another 20 minutes until I finally discovered that Mike was behind the counter in the store and had no idea what I was talking about. Chris kind of just shrugged his shoulders at that, and that is when Kelly finally stepped in and said she would just take care of it. At this point, I'd like to remind you that Chris was having me pay the "wrong" amount, and was going to hand me the keys. Well, while Kelly was looking into why the price was over double the amount told to us originally, she found out that the WRONG TIRE had been installed on the car. We brought it in to replace one, single, individual tire with you because we have the warranty with you and tires we had just purchased recently. When Kelly then looked into how that had happened, all of sudden, we found out that Tina had been looking into it for about an hour, but hadn't said anything to me or had it fixed yet. I'll skip to two hours later, of course after being told it would only be a couple of minutes to replace the tire, when thanks to Kelly and a young technician, Dave, who came up and started helping customers on what I presume was his break, I finally paid the original quote and got the keys. Are you kidding me? At one point, I even had to interject myself into a conversation Chris & Will were having in front of us, while they ignored the phone ringing and the people walking in to the service center, about which one of them was going to take a smoke or lunch break at that point. That conversation lasted for over a minute before I finally said, or how about we answer the phone that's been ringing or help us? This location has gone well beyond losing my future business, both personally and professionally, and while I've had good experiences at other Pep Boys, if any of your stores are going to continue to employ people like Chris, Will, Tina, & Mike, who just constantly tell people they'll help them in just a minute, and then ask someone else to deal with it, I guess it's time for me to find another company completely for all of our future needs. It was so bad all around that a very elderly gentleman, a Mr. Johnson, had been waiting in a freezing waiting room for so long for a simple battery change, that he went out to the store and purchased the battery and a wrench and did it himself in the 13 degree temperature. When he brought in the old battery, Chris couldn't even bring himself to help him with it! He told him to take it to the front counter and that they could deal with him. Also got so bad, a lady had been waiting there since opening, that at 4pm, she was still there, just finding out that the manager had been calling around for parts for her car, but couldn't find it, so they wouldn't be able to do that part of the process. The manager had found that out at 2PM! She had been sitting there for two hours apparently because Will couldn't bring himself to tell her that. Another elderly gentleman couldn't wait in the WAITING ROOM because it was so cold and there was no heat, that he cancelled his entire work order and took the car himself because his body couldn't withstand the cold. Absolutely ridiculous. read more

I came to get both my cars serviced here and the service advisors were very professional and had well customer skills. I felt welcomed and felt like i got honest answers about my car. The service advisors zac and tj took good care of my vehicles. Thanks read more

I want to commend the folks in the service department... they gave me first class treatment today. I came in because my tires had worn much more than I'd thought they had, and so I needed replacements sooner rather than later. I had planned to buy tires from Tirerack.com and have them shipped to the installer for installation, but I was nervous waiting for shipping. I went in and showed them the tires I wanted, hoping they might have them in stock. They didn't, but recommended an alternative they had in stock, which got good reviews too. The guy helping me also said he had them on his GTI, so I knew performance would be good for them. He helped me walk through the pricing and the decision (whether to get my original choice shipped or go for the ones in stock), and we realized that they had a sale on the in stock tires which would save my about $175. The woman he worked with (a manager?) also chimed in, helping to make sure they had everything in stock, and explaining very clearly when their tirerack shipments come in. There was no sales pressure, no sense that they were trying to cheat me or make a sale, and they were just plain nice and friendly and pleasant to deal with. They even offered to drive me to the rental car place across the street, and checked on me when I was waiting outside in the cold for my uber ride. So not only did I get great service, but they had a better price than tire rack, and even if I did the tire rack route, with their installation, I would have still saved substantial money over other installers. Win/Win. I really wasn't expecting such good and thoughtful service. Keep up the good work. read more

you guys suck crew is terrible made to wait for 3 hrs never to be seen at all and problems is still a problem never answer phone and timed appointments mean nothing say 11 waited until 215 and still wasnt seen DONT USE THIS PLACE THEY BLOW!!!!!! wanted to give no stars read more

I was a regular customer of Pep Boys located at 6515 Baltimore National Pike in Baltimore Maryland. I actually had stopped going to that location because I only seemed to have bad experiences. I had my car towed there recently because it was closer to have some exhaust work done. It turned out to be a not so bad experience this time. I actually had to take my car back again, this time because my antifreeze bottle had burst, so I had that replaced and also had new hoses put on. Believe it or not, I had to take my car back again, this time to have the timing belt replaced because I have over 100,000 miles on my truck. On each occasion, I had the pleasure of dealing with the new Customer Service Manager whose name is Dwayne. This gentleman really made my experiences pleasant instead of being headaches. He came out and talked to me to keep me posted on what was going on and how long it was probably going to be for the services to be completed. When I had to leave my car for service, he kept in touch with me to keep me informed on the progress of the repairs. Because of Dwayne, I will now continue to go back to this location for any service needed on my car. Whoever made the decision to hire this man made a very wise decision. Dwayne's customer service skills are exceptional and they brought me back to this location and I am sure other customers will follow just because of their experience with Dwayne. It would be a major mistake to ever let Dwayne go anywhere. He makes Pep Boys a great place now to have work done on your car!! He really cares which is very unusual at car repair shops. Thank you for hiring Dwayne and please keep him there!! Sincerely, a VERY SATISFIED CUSTOMER, Anita Parham read more