I know the reputation Pep Boys has and read their poor reviews. I've also heard first hand stories of near disasters of lug nuts not being tightened and oil plugs not being put back in. But desperate times calls for desperate measures. My son's car needed alot of work. Hubby did what he could but didn't have access to tires on a Sunday or an alignment machine - both of which my son needed desperately before a long trip. Timing was a huge factor as he was also trying to get everything done before he went to work in a few hours. Enter Pep Boys and Mom to the rescue. My first point of contact was with Steve. He quoted me a price of about $79 a tire for a generic with no warranty. However while still on the phone he remembered a deal they were running on a better tire with a 50k warranty where you buy 3 and get the 4th one free. They had one set in stock which he reserved for us. He explained with the alignment, tires mounted and balanced with tax everything would come to $406. Not a bad deal at all. Especially when I inquired about any additional savings if I used hubby's Pep Boys charge. So glad I asked! That gave me an additional $40 off statement credit (broken into a few billing cycles) as well as 6 months to pay interest free. While I had the cash to pay it was too good of a deal to ignore so we took advantage of it. At the store we were waited on by Ed, who was equally efficient. While he couldn't get the price to come out exactly it was close enough. I suspected the $406 is after the statement credit although Steve quoted as before. Unfortunately Steve was no longer there but the math made sense that the difference was the indeed the credit. I instructed Ed to do the alignment first just in case their were issues and to call us if there were which he did. He explained the problem in great detail, as well as documented everything on the repair order for us to address at another time. While we didn't get the call that the car was ready, it was ready when we showed up, about an hour after the promised time. Ed even enrolled my son in their loyalty program and applied this visit so he'll get free offers and discounts in the future. We didn't even need to ask! The counter-person that cashed us out was also friendly, knowledgeable and thorough with the paperwork. Since I don't drive the car I can't vouch for the actual repairs which are now only a day old but did think everyone that assisted us was good at their job and feel the value was good for the price. To our pleasant surprise my sons' even entitled to one year of free roadside assistance (free towing, etc like AAA) if we go online and enroll with the code. Only time will tell if their workmanship is also up to par, and if the credit goes thru, but otherwise am impressed that Pep Boys is really stepping up their game. It's a much needed change. SIDENOTE: Ask for loyalty enrollment if they don't offer - hubby has it too and gets some incredible offers. Also if you're tight on cash the credit card is the way to go, they always offer interest or payment deferred options. Just be sure you pay on time as the late fees are hefty and they won't waive them. (We know this because our electronic payment was received one day late once due to a holiday we hadn't considered). read more

Never go here, waste of time. They will make appointments and then tell you they can't do the work once you get there. Extremely slow service too. I stood there waiting to be helped for like 20 min before being told they don't have anyone certified. What a joke. read more

I do not recommend this Pep Boys location. I arrived with a tire that had a nail in it only 13 minutes before closing. The employee at the front desk made no effort to help, did not even come outside to look at the vehicle, and simply said there was nothing they could do. I had a spare tire in the trunk and was hoping for at least some basic assistance or guidance. If the staff is unwilling to help customers before closing time, then the doors should be closed instead of wasting people's time. Customer service was extremely poor, and the front desk employee showed no concern for a customer dealing with a flat tire. Very disappointing experience. I would not recommend this location to anyone read more

Terrible couldnt get an oil change done in a 7 hour span, just lazy tbh. Pep boys more like pee boys

Go anywhere else in Lancaster, but not here . These people are underhanded and dishonest. Deal with them at your peril. Update: Pep Boys Corporate took steps to remediate my dissatisfaction. I believe the Pep Boys corporation Is reputable. I just would avoid the Fruitville Pike business. read more

I will never use this place again! I had an appointment last Sunday and when. I booked the appointment online answered that I was waiting. Appointment was at 10:30 , guy at the counter told me it wouldn't be ready until late afternoon, I said I have 10:30 appointment he said " I only have 1 guy on." Soooo I made another appointment for after work at 4:30 Monday, that day I was told there best guys were done before now and I should make another appointment. I give up...I made an appointment somewhere else. read more

I've had a very frustrating experience with the Pep Boys at Red Rose Commons on Fruitville Pike. I scheduled two separate appointments, and both were canceled. I gave them another chance and booked a third appointment for 8:00 AM on a Saturday, only to be told when I arrived that the wait would be 3-4 hours -- and this was just for a tire rotation. This location seems to consistently run behind schedule, and they do not notify customers ahead of time about delays or cancellations. It's extremely disappointing to plan around an appointment, especially early on a weekend, only to have your time wasted. The customer service and communication need serious improvement. read more

Terrible experience worst ever in my opinion wouldn't recommend their services to anyone. I emailed customer care. They emailed me back several times it might even be automated but no one ever reached out over the phone or through text read more

7 hours for the install of 4 tires. I understand short staffed, but this is unacceptable! This shop has really went down hill. When I dropped it off at 11:15, they said they were about 2 hours behind at 11:15 AM. Turned out to be about 5 hours behind. There was a lady that had a 4 PM appointment with the same service 4 new tires and she was finished before my car. The cashier even stated that the tech is in sloth mode today, and didn't have a logical reason why the 4 PM appointment was finished before a 11:15 AM appointment for the same service. I complained and he gave me a $6 discount, woot... not even $1 off for every hour I waited. The cashier was even on a personal call on his phone via Bluetooth earbuds while finishing the transaction. I find that extremely rude. Save yourself some time and go elsewhere!! read more

Pep Boys - Checkout time... more than 7 hours later for 4 tires. - Auto Repair Near Me - Lancaster, Pennsylvania

See all

I'd leave 0 stars if I could. I showed up for a 1:30 inspection appointment, and the guy at the counter told me that they didn't have any 1:30 appointments available. I showed him my email confirmation and he said "Yeah, that's this location, but I don't have any 1:30 appointments." I showed him that I quite literally had one, and he didn't seem to care. Screw this place. Avoid at all costs. read more

worst place I've ever gotten my car serviced. took it in for inspection and they replaced my exhaust, which is now rattling nonstop. I took it back in to get it checked and they said "we don't do work on exhausts so we dont know how to help you"........ plus they changed my oil and didn't screw my oil cap back on so I drove with oil pouring out of my car. luckily it was a 2012 civic so the car warned me I was driving with no oil in my car since it was all pouring out... never going back to Pepboys again I'm so tired of needing to get more fixed after they service my car. Worst place ever read more

Was my oil actually changed? I usually do my own oil changes. During the winter I had bought what I needed to get my oil change but it was just too cold. So I called Pep Boys for a price using my own oil and filter. They gave me a great price so I brought them my car. A few months later when I went to change my oil the plug was so tight I couldn't get it off, so I brought it back to Pep Boys again and asked them to make sure they don't over tighten the plug this time. But something told me to mark the new filter by scratching the paint. I noticed later that the left headlight was higher than the right. But didn't think much of it. When I went to change my oil last week the plug was over tightened again and when I looked at the filter, the scratch I put on the new one last visit wasn't there. I also noticed that my trans filler cap was missing. When I confronted the management on the phone he didn't even deny it. It is my belief that I was taken for a ride. read more

Pep Boys - This was the old one still on my car. - Auto Repair Near Me - Lancaster, Pennsylvania

See all

We got a nail in our tire far from home. They took the car in and fixed it and didn't try to pad the bill . Highly recommend

Called about a simple inspection sticker replacement after I had a new windshield installed. Manager was short and rude on the phone. Said he couldn't do it until 5 days from day I called when the process takes 2-3 minutes. Then he said he was one of the only places in Lancaster that could do it (a clear falsehood). Go anywhere else. read more

This place is the worst It took them literally 1 hour to change a light bulb and they charged me 60$ for labor I call it BS , charging for an incompetent job . Save your money and don't come to this place it's a rip off , my total was 95$ read more

Pep Boys - Auto Repair Near Me - Lancaster, Pennsylvania

Previously I had a decent experience at this location. However, this afternoon I walked in for my oil change appointment at 12p. I left for a half hour to check out the neighboring stores and came back to see my car still sitting in the parking lot. I waited in the waiting area for an additional 45 minutes before checking the parking lot again. My vehicle remained untouched. I asked the employee at the desk the status of my vehicle. He stated they were just bringing it back now. I asked him why it was taking so long if I had an appointment scheduled for 12pm. He stated there is only one mechanic and he is working as fast as he can. I recognize being understaffed however, if you are unable to complete an oil change in less than 45 min you should not have scheduled so many appointments. I waited for 2+ hours for an oil change that should have taken less than an hour. I will not be returning. read more

Went in person two days before to set up an oil change at 3:30. At 4:45 I checked in and they said my car is being put on the rack next. Was never told there would be a longer wait than usual. Went back to check on my car at 5:30 and it was still not touched the only timeline I was given was their closing time. Asked for the key back and left. Wasted my entire day. read more

scheduled an appointment for my car to be inspected on 2/28/23 @ 430pm. arrived at 4:10, waited to be informed at 5:10 they won't be able to get to my car today because the mechanic is struggling with someone else's vehicle. Why even schedule an appt when you won't even get seen. it take 10 minutes to inspect a car. why can't the mechanic take a break from the other vehicle to inspect a car of someone who scheduled their appt? read more

The Pep Boys on Fruitville in Lancaster ripped me off for $1,500 for a costly misdiagnosis of my check engine light. Instead, a tiny ma-an-pa shop garage sorted the issue for $300. At first, the PB Fruitville Store Manager, Mike D., promised to make the issue right after he and the tech (Chris P.) admitted in writing they could not solve the check engine issue. They took my money and advised me to go to a specialty shop with better diagnostics and return with the invoice, so PB could "make it right." I trusted them. That was a mistake. Soon after this, the PB store manager (Mike Ditzler) left his job at the Fruitville Store. Now no one will step up: not locally with new manager Darrell Stichler, not regionally with the district manager Kevin Chesla, and not nationally with the claims adjuster Maxine Clark in Atlanta. No one tried to "make it right." Stichler passed it to Chesla, who passed it to Clark, who passed it right back to . . . wait for it . . . Chesla. Weeks passed. Zero results. They pass the buck hoping you'll give up. Well, no. Stichler and Clark simply referred the claim to Chesla, who "mysteriously" won't return contacts or put anything in writing. Crooks! I'm now filing a fraud complaint against the Lancaster Fruitville Pep Boys with the PA State Attorney General, Michelle A. Henry. Dealing with Pep Boys is precisely why we NEED a state attorney general in charge of consumer complaints against fraudulent auto repair shops. So adios, Pep Boys Lancaster/Fruitville--from a 20+ year former customer. Sooner or later, Pep Boys, Karma will repay you--or the Consumer Protection Act will. From one sucker to the rest: Caveat Emptor! read more

On May 28, 2021, I took my 2018 PT Cruiser to Pep Boys on the Fruitville Pike because my oil light kept coming on. After a engine diagnostic test, not only did they discover the reason for my oil light issue, but also that I had a serious safety issue with my control arm and ball joints. They even offered to have me driven home and picked up when me car was done being repaired at no cost to me. I found every one at Pep Boys to be very knowledgeable and very courteous. read more

I've been coming here mostly for oil changes in the past few years, but in recent months, I've been coming here more often for other repairs. Usually I would take my car to the 16th Street Garage in Columbia, but since they always say they can't get me in to get my car fixed when it's needed immediately, I always call Pep Boys. I had an issue back in August when my Alternator blew out. Since it was a weekend, I waited until the next Monday morning first thing to see if they could fix it. They got me in immediately that morning, and I was back on the road by lunch. Today, I went in to get my headlight fixed. It didn't even take them 20 minutes though the lot was full of people needing inspections. I really do like coming here when I need mostly Oil Changes as they also let me know if something else needs done first. I honestly will keep the inspections to my brother in Columbia, but for everything else, I'll give Pep Boys a call. read more

They won't offer the price match for brake service. But the company has price match policy.

I couldn't be happier. I stopped in to get a wiper blade for my Range Rover which got torn off in the car wash. The gentleman was so helpful. He came outside to measure the blade and then after I paid for it he actually put it on for me. I think he knew I was clueless but the fact he did this without my having to ask was truly wonderful. read more

If you value LIFE, TIME, and MONEY don't use PepBoys. I have 3 small children and after spending over 1000 Dollars to get my vehicle "fixed" by them I don't feel comfortable or Safe putting them in. First Appointment went in for a sensor change, got it done and it was done improperly they told me to come back and they'll get it done again, Made an appointment for the next day to check the engine after they "checked" it and "fixed" it again while also trying to charge me again for the shotty job done on the sensor the prior day. So, it's been less than 2 weeks since all this "work" was done and the check engine is back on, the gears feel off, it's making an irritating loud humming sound, it rattles, and it feels like it's scrapping when turning. Mind you when I took it in the issues were the sensor and check engine light, not everything else above. This company is looking more like a scam and a liability so please beware... read more

I should have known better based on the reviews, but I thought by doing my homework prior; I would have avoided some of the pitfalls others describe here. Wrong. I called the day before to explain the issue I was having - a nail through my tire. I researched and seeing that PepBoys said that they could fix that issue, I checked to see how long the repair would be. "Half an hour, forty-five minutes tops". So I planned to give myself an hour and arrived 15 minutes early. An hour later, I could still see my tire out back was off the car and the girl said she would check on it. She came back out and said it would be 15 more minutes. Right then, the technician came out and told me - you need a new tire, there is a nail in it. I KNEW THAT ALREADY! I had told them that. So for the past hour, my car sat there when they could have been fixing or diagnosing it. I waited another 40 minutes after that, taking my total in store time to 1:45; more than double what they told me it would be. And to top it off, they didn't fix what they said they would. They replaced the tire. Why two stars? They were pleasant. But the service is horrible. read more

I normally have the dealer or Customs Classics do any major work on my beloved Mustang GT, but I've used Pep Boys on Fruitville Pike multiple times for new tire installation (twice) and just today, a new battery and I have never had a bad experience! The employees (at least in the service area) have always been friendly, professional and the work has met my (high) expectations each time. Today, they said it would be done by 1pm and they got it done 20 minutes earlier and called to let me know. Just wanted to let people know that it is very possible to have a good experience there so take the reviews with a grain of salt. I'll definitely be back! read more

Despite the not so great reviews, this is the third time I've taken a vehicle to PepBoys and not had an issue. The staff is nice and knowledgeable. The service manager, Erin, is great and always willing to help. I would gladly bring my cars back here for service. This latest visit was for a simple state inspection and emissions. It was an easy process from scheduling the appt online to the end of signing and picking up the vehicle. I would recommend PepBoys for simple tasks for sure! read more

Pep boys used to be better I think. Now they just cater to the "fast and furious" crowd. You know those punks who think a fat noisy exhaust makes their otherwise stock 84 accord worth more. I get windshield washer fluid here and thats about it because I can barely find anything else useful. Even the stuff I can find is overpriced. No thanks. read more

I know this place has a lot of bad reviews but I'll throw my experience in here as well. I had what I thought was a burned out headlight that turned out to be just a disconnected wire. They fixed it, charged me nothing and sent me on my way. The employee I interacted was very polite and had everything finished well before I expected. Super happy with my experience. read more

I made a state inspection appt on their website. It asked if I wanted to wait and I said yes. When I got there they told me that was not allowed. I had to use Lyft which they paid. They called me after 3 hours to tell me that they could not check my emissions because my computer was malfunctioning. They told me I needed brake replacement to pass inspection. I took the car to a dealership where I learned there was nothing wrong with the computer and the brakes passed inspection. Never again. read more

Wow. Other shops wouldn't even pick up the phone on Saturday, but Bill at pepboys did and got me in straight away. A shout out to Matt as well who as I spoke about how bad my my bill was supposed to be, begin scanning some coupons that applied to my services and and saved me $80. Wow. I will use these guys again. read more

I was honestly a little apprehensive about coming here this morning, but I had a great experience. The staff are professional, friendly and helpful, especially Steve. The waiting area could use a good cleaning though, it was a bit gross. It did have an area for children to play, which would be useful for parents, though it also needed cleaning, in my opinion. Other than that, they repaired my car faster than I expected, and as I only needed one bolt screwed in, they didn't even charge me for that. They definitely made my day, and I wasn't even late to work! After this experience, I will definitely be back! read more

Great customer service! The service manager Ray was very helpful. Highly recommend this location for service.

I have been to Pep Boys multiple times, and you just have to know what you want when you go in there. They (like every other auto repair chain) will try to add on funky charges if don't check. (road hazard insurance on new tires) I went in recently, because according to my last receipt, I was long overdue for an oil change. They found the technician's hand written sheet from months before to find that his handwriting was not clear on the mileage. They were very accommodating. Erin is the best! If you want the best customer service, see her. She always remembers me and does the best to make sure I am well taken care of. Be sure to look for coupons and deals before you go in. But if you don't have any, just ask-They will find one for you. Be careful to know what you want, ex: conventional v syntheticc oil. Some of the people working there are not very good at explaining options. I learned the first time about that and ended up paying a fortune for an oil change. read more

Let me start by saying I didn't have a lot of faith in pep boys but went in for a routine state emissions check. They performed an immediate diagnostic without looking under the hood and told me I needed a new catalytic converter @ $1500. Then they performed a diagnostic and tacked on irrelevant repairs and charges totally $3000. When I said that was ridiculous, they suggested I get a Pep Boys credit card to pay for it. I took my car to my mechanics at Swedish Motors, and they said the cat converter was fine and the actual repairs (with both emissions and safety inspections performed) would total $800 (taxes included). Pep Boys Lancaster is clearly out to see the best profit at the cost of the consumer. I normally wouldn't feel inclined to Yelp about car repairs as there are legions of scam artists but these guys are criminal. Additionally, their customer service was wretched - I mean the worst I have experienced. The waiting room looked looked like a prison. I would steer clear of these people at all costs. read more

Awful place to do business. Management issues, unqualified employees, faulty parts, little to no accountability, and bad attitudes. Never again. read more

Let me start by saying that all the staff were courteous and I was able to bring my car in right away. That is the only reason for 2 stars. About a week before selling my car, since I was moving across country, my wheel bearing started making noise. I was pretty sure this was the issue and said I thought it was when I brought the car in. They confirmed I needed a new wheel bearing and quoted it at $420 and 2 hours. My regular mechanic couldn't get me in for a couple weeks, and with my move only a week away, I really had no other option. So I bit the bullet and had them fix it and waited while they did. About 2.5 hours later, I could tell from the video monitor that there was some sort of issue. They kept bringing my car in and out of the garage, even though they told me about 45 minutes before that they were just doing an alignment. Eventually, they called me into the garage and said that the wheel bearing fell apart when they took it off and definitely had to go, but my car was still making some noise. They said it might dissipate after some time on the road, or could be another issue and I might want to take it into a regular mechanic soon if the noise continued. At this point, I really had no choice but to pay and hope the noise wasn't too bad to sell it. They ended up only charging me $370. Well, the noise wasn't any better, and may of even got worse. It's hard to say. They told me it was safe to drive though. I didn't want to mislead anyone buying the car, so I ended up selling it to a mechanic, who told me that it needed a new wheel bearing. Low and behold the noise was still there because Pep Boys could not properly replace a wheel bearing. So Pep Boys charged me for a wheel bearing they didn't properly fix, lead me to need to buy a new one, and had me miss out on the better price of selling my car privately rather than to a middle man. All and all, probably costing me $800+. I can't say for sure if Pep Boys knew they hadn't fixed it and lied or if they genuinely thought they had. Either way, they said my car was safe to drive, when it probably wasn't. Pep Boys was convenient, and I really had no option with the timing, but I wouldn't take your car there for anything more than simple maintenance. Clearly anything more is not their forte. read more

I know nothing about cars and I've never had to go to a mechanic by myself. When I got to pep boys I didn't really know what to do but everyone I interacted with was super friendly and helpful. All I said was that I thought one of my break lights was out and left my car in their hands, when I came back like 30 minutes later, they had replaced the bulb(?) and my car was ready to go. It was just incredibly cool how convenient, efficient, friendly, and pleasant my first solo mechanic experience was. I appreciated it! and I will definitely be coming back. read more

I'm rating them absolutely nothing. The run a round that my partner got with his car is uncalled for. Inspection ran out on Dec, 2013. Made appointment. Failed emissions so they had him bring it back on a Sunday and there master technician wasn't in so they couldn't work on it. They charged us two emission fees because of the recheck, which is a ripoff. Took it back for emission and it passed then inspection failed. Had to make another appointment. Now we are at January 20. Took it to have power steering fixed quoted 300. Turning out to be 800. Car was suppose to be ready today and it's not. This is absurd. Complete MORONS! We will NEVER go back. Some where we are going to get compensated for the inconvenience. If I have to call corporate and file a complaint with the better business bureau. PLEASE do not take your cars there. read more

Went in for a routine oil change on a Tuesday afternoon. I called ahead to make sure they could take it right away. They didn't have much business that day. It took an hour and 15 minutes! There were 2 other cars there, but at least 3 people always at the front desk, sometimes 5. I noticed the mechanics were always asking the manager(?) questions. Included in the oil change was a tire rotation. They didn't try to upsell me anything - which I liked. When I got to the car I noticed that they didn't put a new sticker on the windshield saying when to get my next oil change and my car still said oil was at 50%. They probably forgot to reset it. Also the trunk was unmatched, which can easily be accidentally pushed in the drivers seat. Nothing was missing so not a big deal. I wouldn't recommend them unless you can't get in anywhere else. read more