Well... There goes one star. The quote I received from them is higher than the Mazda dealer's quote (using genuine Mazda parts, in stock too)! Plus, it turns out that Pep Boys' hourly rate is higher than the Mazda dealer's! Go figure... So, nope... Not getting my car repaired there this time... Might go back for an oil change next year if and only if a 30% off coupon is available. read more

if I could give it zero stars, I would. had my car over 24 hours with zero updates just to find out they couldn't service my car late on a Friday afternoon. read more

I went to the location at Lakeview Avenue in Dracut Masschusetts.  Recently, there has been frequent staff turnover, and not for the better.  I usually leave my car overnight friday for a scheduled Saturday appointment and let them have it for as long as they need it on Saturday.  I would always receive the auto text that my car was assigned a technician and being worked on and a call shortly after with the issue and pick it up shortly after.  Over the last few months that is not the case, most times I can't get anyone at the shop on the phone, it just goes to your call center, which I'm sorry it useless.  I had my card 2 saturdays in a row all day, with no phone call.  When I called back the person to answered knew nothing.  When I got ahold of Bobby he told me the issue with the AC and said they needed to order parts.  So all day there with no repair.  I made an appt to repair it for the following Saturday at 8 am, but 3 that afternoon I had no information and called.  The person who answered said the technician called out (again) and no once could look at my car until Sunday.  I was furious, I said you knew they called out and kept my care basically all day and didn't give me the courtsey of calling and letting me know.  I promptly picked up my car and said I would never go there again and scheduled an appt with a competitor. read more

Had an 8:30 appointment but ended up leaving at 1:30ish because they over booked. It turns out that the appointments at this location mean nothing. They expect folks to sit there waiting until they close in hopes that they can fit you in. I will not be returning. I give this location a 0 rating. Also, I give you a 0 rating even though that option is not available. read more

I would not recommend this Pep Boys location, or the Pep Boys company, to anyone. They provide less than adequate service, engaged in conduct that appears inconsistent with Massachusetts consumer protection laws, and were untruthful regarding a support case between the company and me. Based on my experience, this conduct raises serious concerns under Massachusetts consumer protection laws, including: Unauthorized Repairs and Charges (940 CMR 5.05(3)) and Misleading Statements and Deceptive Practices (940 CMR 5.05(1)). I requested that three parts of my car be inspected. After being informed by phone which repairs could be performed, I explicitly declined some of them. When I arrived to pick up my car, all repairs had been completed without my authorization. I was told there was nothing that could be done and that I had to pay in order to retrieve my vehicle. Afterward, I worked with the Pep Boys Customer Relations team. They were not responsive in a timely manner, and I had to follow up multiple times to receive a response. When the case was closed, I was told their documentation indicated that I had authorized all repairs, which is not true. read more

had my car towed for a new tire. the employees are robotic for one. anyways I get my car and drive about a mile away and the car felt like it was rocking. it was making a loud noise from where they installed! I had to drive back so they could fix it. How dangerous! read more

Deserves 0 stars, worst experience, poorly managed and they don't care about their customers. Stopped doing inspections after rejection and despite repeated visits to get a new sticker we were not told it was no longer offered, but to come back another day. Finally on the last day to get the sticker they said they don't do them, won't give the money back and it was our fault for failing. Oh, and the failure was for a wearing license plate that we resolved immediately upon failing. read more

10/10, Amazing, fast, reliable service! The employees CARE and are kind as well as accommodating with my schedule every time I request a service. Absolutely no complaints, a car place I feel I can actually RELY on! Literally regardless of how busy they are they ALWAYS try to help me ASAP & this means alot having a busy day when accidents/issues happen unexpectedly. Caution reading the negative reviews, I've literally been coming here since it was Blanchettes and have NEVER had a problem with their services regarding my car or customer service! Thanks for your top tier caring for my malibu & me Justin & team!!! -Alley & Christine (my Chevy) read more

Beware- I booked an inspection at this location for a TNC Inspection which is a Massachusetts state inspection for a Saturday morning at 9:30. It went smoothly and I had my slot, confirmation and got reminders leading up to my appointment. I left my location in central New Hampshire and drove 40 minutes only to arrive and be told they don't do inspections on Saturday. Needless to say I was shocked and asked why I was allowed to book and the advice was "Well after you book you can call just to be sure." That is ridiculous. The store clearly gets notice of appointments and THEY could and should call if something is booked they can't do. When I asked them to alter the website and disable the ability to book appointments I was told "They don't care they just want to book as many people as they can." What an incredibly irresponsible system and response. Putting it back on the customer to suggested *they* shouldn't believe they have a confirmed appointment and to suggest they are unable to reach out and save people unnecessary trips and powerless to correct their own website was as bad as wasting the trip and gas. This needs to be fix and can be fixed and should be fixed. I don't know much about cars but I do know an employee can scan the appointment list and if they see something they can't do can call the customer as soon as humanly possible to apologize and not add insult (wasted time and money) to injury (thinking you were all set, stopping your search for a place and adjusting your schedule). It's a very clear indication of how much customer time is valued and to leave assured they could not have seemed to care to fix it was beyond shocking read more

No fuss, no muss, awesome experience. Found a good new tire deal online with installation by local installers. After reading poor Yelp reviews for two of the "recommended" installers, I settled on Pep-boys in Dracut. I confirmed the appointment with "Jerry" by phone and when I arrived both he and Lee made sure my installation experience and results were top notch. Highly recommended! read more

Scheduled my job the night before, took it in the morning and Jerry honored the job and price for my brake job and had my car back in 2hrs for a fraction of the cost than the dealership and not getting the run around. I'm a car guy and was very happy with all around service and quality parts. read more

I use a multitude of local shops for my Business. I never had such fast service and have never had to go and complain about rework. These guys are great. They have worked on both of my business vehicles, a small car and a 3500 truck. I put on a lot of mileage and wear on my vehicles so I probably been there about a dozen times over the last 2 years and they have never failed to provide great service. Thank you to all the Crew at Pep boys and thank you Justin for managing a great shop. read more

I made an appointment, and they told me they couldn't make it due to a lack of mechanics. What's the purpose of making the appointment online, then? Better don't come to pep boys if you don't make from luck. read more

This place is GREAT! My car was in desperate need of a lot of work, i've taken it to many different shops and have had so many problems with other shops. Until I discovered pep boys, the people here are SUPER friendly and know exactly what they're doing. They give great prices and do quality work- FAST! These people will update you throughout your service and make sure you're up to date on what is going on. This place is my go to from now on. read more

Zero stars is not an option so here's one. Unreliable front desk staff and unprofessional. Go to any of the other auto repair shops in town.

Incredible service and speed. They helped me when nobody else would. I had been turned away from other shops and it was near closing time and they still helped me. So thankful. read more

Came to them when no one wanted to help me out. I had just purchased a battery and AutoZone would not install it. I called numerous other garages who told me they would only help me, if I purchased a battery through them. Pepboys was there to help! Very kind. Let me know exactly what was going on. Will be going back for any car needs I have. Much appreciated. read more

Waited over an hour and a half for a simple oil change when I had an appointment made. The guys were not busy and just sitting around while we waited in the dirty waiting room. Will not be coming back ever again. Worst service ever! read more

Pep Boys - Waiting room was VERY dirty. - Auto Repair Near Me - Dracut, Massachusetts

Had appointment for tire installation made a week before, had tires delivered via Amazon. Was there 25 mins early for 11:00 am appointment. After waiting until 11:30 and inquiring when vehicle would be taken in, Man at counter laughed and said the system lets you make an appointment without taking into account there were 4 more with same time. After waiting another 15 mins and heated at this point, I went up to counter and said just give me my tires and I will take them elsewhere to have installed. Man went out to floor and went thru some of the other orders and spoke with someone and low and behold my car was the next one in, did I still want them to do it. I allowed them to install while watched from afar, I did not get out of there until close to 1:00 pm. Just beware appointments do not matter there and unless you complain you will wait for hours. Never going back there. Installers were very nice and apologetic and acknowledged the problem. read more

I've been going here for a while now and let me tell you These guys are the real deal. Their oil changes are Cheap, fast and easy, and unlike other repair shops they don't try selling you things you don't need. The service manager, Justin is very knowledgeable and professional, as is the rest of his staff. Definitely recommend going here. Plus, there is almost always coupons on the website. read more

make an appointment for oil change arrive on time and they tell me they can do it cuz the got a walk in for tires guess money beats custome service here wouldn't recommend read more

I really liked pep boys because they were so close to my work.. I went there for an evap leak , I made an appt to get it tested and they assured it would be tested and be finished by closing ...The first time I showed up they told me they couldn't do it because a tech was out, would be nice if I got a call to let me know before I showed up first red flag.. Then the next day I called after dropping my car off at 745 around noon and they hadn't even looked at my car till I called, then that day was a waste too, I picked up my car after only being tested ...Then they called the next day saying the part would be arriving at 1, so yet again I dropped my car off and part never showed up and wouldn't be in till following day another day wasted dropping my car off and finally the next day they fix it and part arrives....A week later the lights come back and they tell me the part was defective and would order a new one to come back the next day, the next day I drop my car off again at 745 and they reassure me it would be done in about an hour or so.. I call around 10 and check in and they didn't even know my car was there, seriously!! and fix it again and reassure me it would be good ...Now my lights are back on for the 3rd time, and no way I'm going back there I wasted 366.00 and dropping my car off endlessly and they never got to the bottom of the issue ... You cant just test my car, find out what the root of the problem is, which they never did....They have poor communication and were very unprofessional....I will never go back!!! I should of gone to my car guy he would have fixed my car in one day and got to the root of the problem not just test my car and keep replacing the part, so now I am returning to him so he can do it right.. read more

I was looking into having an oil change done here just a few days ago around 2 pm. However the receptionist at the front desk was very rude and unprofessional. We were having a problem with communication and I asked to speak with the manager and she hang up the phone. As I would continue to call back and ask her for her name or to talk to a manger she would continue to hang up. It became very frustrating and was childish . I was never able to speak with a manager nor able to find out her name. What I did learn was I will never be going here again. Such a simple task I was asking for read more

I had to replace a tire after a blowout. I left the wheel with in the afternoon to get the tire replaced. I was able to return the next morning to get the wheel put back on my car and was in and out in just a few minutes. Justin was fantastic, and was able to provide service that allowed me to finish my work day and not sit in the shop waiting. The price was reasonable, service was fast and perfectly done. Thanks! read more

I give Pep Boys in Dracut a 5 Star review from the front desk to service! Thank you!

Three-star total for a combined experience of two visits. 1st Visit: Walk-in oil change several months ago. Due to time restraints I had limitations on when I could schedule and where. This location had recently opened and was referred to me so I decided to give it a try. Front desk rep Deborah squeezed me in last minute and was very helpful in ensuring the process went smoothly from initial inquiry to sign and release. Four stars easily. 2nd Visit: Scheduled oil change, brake work and various assessments. Scheduled the visit for 8 am Saturday through their online site about a week prior and received a confirmation within my account as well as a follow up confirmation text a few days before the actual appointment. Day of visit she could not find my information at first because my last name had been cut off half way through and my phone number was missing the last three digits. I was told that the reason this information were not complete was because I entered them that way. I did experience issues when signing up and with various sections, like viewing My Rewards however my information on the site was correct and I assumed my information would have initially been entered on my first visit. I was then told they can address the oil change and tire rotation however may not be able to do any brake work as they were not sure if the person would be in today. I asked how can we find out for sure to which she replied we can wait until he comes in and then asked me if I wanted to proceed with the oil change. I mentioned wanting a more definitive answer on the other work that way I could take my service to another store that could fit it all in instead of making several trips. I also asked how come the site allowed me to schedule this work if there was no certainty that it could be done to which she replied that she does not know about the website, they do not update it there and that would be a corporate thing. I can understand if you do not know the answer but at least make an effort to find out. Offer to call corporate or customer service or make a mock account on the site to test setting up an appointment to see what the customer experiences. Multiple issues presented that, while minor at best, were met with a shrug of the shoulders and no apparent attempt to research or rectify. Another employee observed this interaction and offered to step in, to which he appeared more empathetic and open to working with me. This changed the whole experience because at that point I was getting frustrated with the lack of synchronization between the website and the branch and the abundance of I don't knows. They do refer to the mobile app on their site however the link for the Play store led to an "We're sorry, the requested URL was not found on this server" error message. I went mobile and tried searching for the app but could not find it after scrolling through several pages of hits. I asked if I could sign up for the rewards and she offered to sign me up on the spot (which was great) but when I asked if this visit would apply to the points I was again given the I don't know...you'd have to call Pep Boys. Several hours later when the work was completed I wanted to find out whether it would be applied and, while she again offer the I don't know, she provided me with an 800 number to call and ask. I called right there on the spot and the customer service rep could not find my information initially because of the mishap with my last name and phone number. I put him on speaker and with both if their help was able to sort through this and ensure that it would indeed apply and assured that my information would be updated. When paying, I asked if my information was updated and found out it had not been and she assumed the customer service rep would have (he stated on speaker she would update the information). Previous interactions, positive in store customer morale and light atmosphere created a generally good experience however less I don't know's and more effort into let me find out would elevate the experience to a whole new level and create a stronger desire to return. read more