ATTN DEREK: Pep Boys refused to perform a straightforward wheel installation on a BMW xDrive, citing blanket "liability concerns" over tread variance -- a justification that does not align with the actual design of BMW's rear-biased, slip-detect AWD system. The explanation provided demonstrated either a fundamental misunderstanding of the vehicle's drivetrain or a refusal to apply basic technical judgment. What is far more serious, however, is the conduct that followed. Staff/Owner/Management proposed allowing a non-employee customer to enter an "authorized personnel only" service bay and perform the physical installation herself while the vehicle was elevated on a lift, with employees offering only to torque the lug nuts afterward. From a safety, compliance, and risk-management standpoint, this is indefensible. Permitting an untrained customer into a restricted work area around raised equipment exposes the business to obvious hazards and contradicts any claimed concern about liability. As a corporate-owned national automotive service chain specializing in tire services, Pep Boys is expected to maintain competent technical standards, enforce basic safety controls, and exercise sound operational judgment. Instead, this location demonstrated poor reasoning, inconsistent risk application, and a troubling disregard for both safety protocols and customer treatment. The refusal to refund the deposit only compounded the matter. This was not a minor customer service issue. It was a serious failure in professionalism, safety oversight, and accountability. I cannot recommend this location under any circumstances - From a LEGAL Standpoint. I hold the personal opinion that the Owner/Management Does not Operate their business within the Confines of Pep Boys Corporate Operational Rules and Procedures - And Should be Replaced - For Disregard of Corporate Rules and Regulations. read more

Do not use Pep Boys on Charlotte Pike. I'm not sure how to say how displeased I am with Pep Boys on Charlotte Pike in Nashville. I'm amazed they can still stay in business. They took a 2.75 hour job and turned it in to three full business days. I made an appointment for 10 o'clock Saturday morning. I needed a hub replacement on my pro master van when I took it in the gentleman at the counter told me it would be ready by 5:30 Saturday. He says if something happens and we can't get it done. I will call you at 5:30 which did not happen so I called about 11 o'clock on Sunday morning. They are open and working the person I spoke to on the phone said the guy last night they had taken the hub off. They had the hub that was delivered earlier on Saturday, but he was not sure if the guy working on Sunday was "comfortable" finishing the repair job so he would go out and talk to him in the shop and call me back with whether or not he was gonna be able to do it. I asked him how long it would be till I got a return call he said give me 30 minutes one hour and 15 minutes later I decide to call him back because he never returned my call and he said no he wasn't comfortable. You got a wonder about a place that works on peoples tires brakes front ends that can't change a hub on a front wheel drive van. So I'm pretty mechanical guy and I could do this, but the reason I took it to someone else and had it done is because my hub threads were stripped by a technician at Walmart that found it difficult to put a tire on when I bought new tires so the Walmart manager told me to take and have somewhere and have it fixed. Bring him in the receipt and they would make me well. This is my work vehicle so I needed it on Monday. To catch to the end of this as of Monday at noon they had still not worked on my van. They're taking new customers and doing alignments and putting tires on because my van was taken apart. I couldn't come back and pick it up, which I thought I might have to do so. I went down there at 3 o'clock and I told the person the front counter. I'm gonna sit here till 7 o'clock when they close because I want my van done so by 5:30 that day they finished my van I picked it up. They charged me for an alignment which I did not get. I took it to a Firestone and had them do an alignment and they said it was off have the paperwork on this, but my van still pulls to the right so I took it and had Firestone checked the balance and the tires were a little bit off, but not enough to make that pull. I still don't know what's wrong could be the tires I got at Walmart. But this comes down to the fact that they are the worst place. You would want to take your vehicle. I wouldn't trust them with an oil change. You don't know who's working on your vehicle and your only recourse is to take it back to them to correct the problem they originally created so I'm gonna live with the pool and think about trade it in on a new vehicle. I just don't know what to do at this point. They charged $878 which Walmart paid including a tow charge. They were very nice about it. Walmart was they also gave me $75 because I couldn't use the van on Monday as like a rental fee. I'm not happy with Walmart, but I gotta say they're very cordial. It took me two days to get the money from them once I gave the receipt. They are a large very well ran company that just has a guy working for them that does not take pride in his job. I have a problem with yelp only line you to give a one star most rating systems need to be changed to a positive and negative rating because I'm sure if they had that this business like a few other others would be a -2 not a 2. read more

very good service. I had a nail in my front wheel yesterday around 6:40 pm and got to this shop at 6:48 PM. The shop usually close at 7 PM at Saturday and we are in rush to drive back to home at Memphis which is 3 hours away. The guy fixed my tire in 10 mins and did not even ask me for a dime. Great service! read more

Derrek gave the worst customer service experience I've had in a very long time. He tried to tell me (a long time certified mechanic and industry professional) that my vehicle was only offered from the factory in one tire size - because that's all his computer showed him. On top of being wrong, he was very smug, arrogant, and not really interested in making a sale in the completely empty showroom. His attitude became even less interested when I kindly tried to explain to him the error, help him find the right tire and continue with the sale. After finally running out of patience with his attitude I thanked him for his time and walked out. Upon walking out I thought to myself, why in the world did I thank him for completely wasting my time and gas money to get there... From one business owner to another, I hate to leave a bad review based on the behavior of one poor employee, but there seems to be a trend at this location. With Pep Boy's 2 star rating I would definitely avoid this specific location until the reviews come up to an acceptable level. Corporate should definitely send in secret shoppers and kick some butt at this location. If corporate wants to contact me and address this review I'll consider taking it down. read more

Pep Boy said $90 to tell me what was wrong with the car. They said power steering pump leaking. Pep Boys changed power steering pump out charge me $825. Next day it was still leaking. I brought it back in. Pep Boy told me oh it's the Power steering pressure hose that's leaking. I said I want the old power steering pump. Oh it's disappeared. Well, I want this hose when you finish. I did get the hose but they charge me another $625. Pep Boy give the worst service you charge to tell you what's wrong. Then Pep Boy have no idea what you're doing. I want a full refund $825 because you took off a perfectly good pump that was not leaking. I paid $625 for the power steering hose, which stopped the leak. That's why I believe you owe me a rebate on the pump. If you are a fair company, this would be what you would do. I took the hose back to the dealer in Lebanon, Tennessee that they had just put on and they gave me a full rebate. Some companies are still honest. read more

Hit a pot hole today unfortunately and googled a tire shop near by. Brought me to this location, who is managed by "Derick". I was hoping to speak to someone who actually acted like they cared about the shops look or reputation. But not with Derick. I'm standing behind another couple at the front register desk where Dereck was attending to them for their repairs. As I'm waiting , the guests that he was helping were done and he walks off. Cool no big deal, must have had to do something. But no , Derick immediately give Mrs snarky ass remarks and is stone walling me and my wife. Giving zero help , at this time I did not know this was the manager. But I have never been so amazed at the lack of leadership this place has. ( as business owner, this was absurd.). Anyways , I ask Dereck if my tire can be looked at for repairs or replacement. Before even asking me my car info etc etc , he stated " i can't promise to get you in, there is a long long wait. ( two people were there ) laughable. Then I say okay no worries and I leave, realize I have two and a half hours until closing I head back into the shop and tell Dereck that I will wait. Dude then goes " uhh well it's super super unlikely" aka: telling me I don't want the business. So I ask to at least look, dude has shit attitude this whole time also, and comes to my corvette c8. And goes " yeah we don't carry that tire" - which is fine. But perhaps act a civil manner and not give a customer attitude. Also, as Dereck scoffed me off and acted extremely disrespectful for what ever reason he had against me , I left and went to a fire stone... tire was fixed and repaired and I drove home. That worker there went out of his way and searched for a tire near me, which was great and is WHAT GOOD management does. Unlike Derick , who probably just wanted to go home and play call of duty. Meanwhile when "manager" looked he told me it can't be driven and blah blah blah. Completely worthless employee, and it astonishing he's a manager. Dude even didn't look up the tires they DID have. Immediately told me no no no no. And was trying to get me to leave. I even called to tell Dereck I'm gunna complain about him, He refused to give me his name and id number Oh and don't harass my wife ever again. I'd love for this management to call me Dereck needs management training , because he acts and runs the place like someone who does not act their position within the company read more

Made an appointment online the night before, when I showed up the day of they told me they didn't have any technicians to work on my car. Even though I marked what service I would need, I didn't receive any notification of this before hand. All I'm asking is for better communication. Now I have to wait another day to get this fixed at another location. read more

Well I came in the store 2 days ago to purchase 4 brand new tires! And I found a pretty good deal considering that I have been looking for weeks to find the best deal around town. Angel was at the counter to service me. ( no that's his name). He was very HELPFUL and knowledgeable about the tires and he was very through with what I was ordering. I called yesterday and my tires were in and this morning they are putting them on. The only drawback is when you call the store the phone may ring along time or you will most likely be put on hold while they are serving other customers. Overall good service. read more

Pep Boys - Auto Repair Near Me - Nashville, Tennessee

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I made an appointment for a tire rotation and when I arrived I was told it would be at least 2 more hours, which would be after closing so wouldn't get to til next day. I rescheduled for first appointment on a day later that week. I get there 5 minutes before 8am and am told they have no mechanic and don't know when one is showing. I received no phone call letting me know they need to reschedule my appointment for a 3rd time. No apology from either guy at the desk, both were very unpleasant and seemed to not care about the inconvenience. Would not recommend. read more

Really weird vibes. The customer service was extremely unfriendly from my first call to checking out. I felt like I wasn't wanted there the entire time. Like I was intrusive because I needed an oil change. No one smiled at me or asked me how I'm doing. People just stared at me and waited for me to speak. When I picked up my car, this guy was sitting there and just said "what's up?" And I told him I'm here to pick up my car. He asked my name and then was silent while he was clicking on the computer. Lack of communication and lack of care. Also my oil change was $20 higher than usual so I would just avoid this place. read more

Do not take your car here. last week we had our car at the dealership for regular maintenance. They told us we needed front and back brakes. So instead of paying dealership prices I called around and was given a quote of 400 dollars. I would of done them myself but we were traveling the very next day. about thirty minutes after dropping our car off we got a text stating that we needed to replace the air filter, wipers, rotors and brakes totaling at over 1300 dollars. . Now the day before I had personally replaced the air filter and wiper blades. when confronted about this they quickly back peddled and came up with a random excuse. As for the rotors that were supposedly grooved and couldn't be used are totally fine no groves or anything. I'm writing this to try and prevent someone that has no knowledge about cars and maintenance from getting done wrong. Please don't use these guys they will try anything they can to get over on you. read more

How in the world is thus place even in business! As a matter of fact, i'll be reporting them to the better business bureau, as this place needs to be shut down. Loren is absolutely terrible! We took our car in on a Wednesday, Loren stated that he could do an oil change and change all of our fluids. We made an appointment for Sunday. Loren calls us 2 hours later now saying that they now cannot service our car. He gave the worst excuse imaginable! We wasted 2 hours for him to do absolutely nothing, as a matter if fact he went as far to say that our car was perfectly fine, but yet our service light is obviously on. Do not go to this place for any service with your car at all. STAY AWAY! At all cost, will do everything that I can to protect other customers, and get this business shut down! read more

At 4:30pm I arrived to your store located at 5330 Charlotte Ave Nashville, TN 37209. Angel checked me in and told me my car which needed two need tires would be ready by 7:00pm. I left to check into my hotel and go get food. When I arrived back to the store at 6:30pm I noticed my car had not been moved from when I dropped it off. My car was not checked in and had been siting in the parking lot THE entire time. I could have taken my car to another tire shop to get the work done if I knew this store was just going to leave my car sitting. This stores horrible customer service complete ruined my trip as now I have to spend time getting my tire changed at another tire store tomorrow when I should have been on vacation. Furthermore my keys where just left out on a table. The rep that confirmed my car would not be done asked me "are these your keys" because they where NOT with any paper work nor where they in a secured location. http://e.pbys.co/t/6H1DGAZ read more

Brought car in for a tire rotation and possibly an alignment. After four hours was told I needed four new tires and an alignment (current tires have less than 8k miles/it's a new car) Of course none of this sounded right, especially after I purchased one brand new tire from them four months ago (pothole damage). Current tires are all high performance Pirellis, and they tried to sell me 4 cheap, subpar version of their own tires. The guy also neglected to tell me it was almost $1800 to do the job until I asked as I was leaving. Drove straight to Discount Tires down the road and not only did I not need an alignment, I did not need four new tires, not even TWO! DT simply rotated tires and done. Talk about a scam!!!!!!! read more

Problem, nail in tire. I stopped by three different times with appointments and was told I would have to leave the vehicle for the day, but it is used for work. At one point, during the week, I was told a tire person wouldn't be in for two more days. Finally, I made an appointment for Sunday morning at 9 when they opened. It took 2 and a half hours to plug the nail hole. Unhappy with the service is an understatement. read more

So I have a 2018 Chevy Volt - and you'd think a car with a 50 mile battery wouldn't have an issue with the 12V battery... well I was wrong. After being jumped three times, I figured it was the right time to change the battery. I checked Advanced Auto Parts, AutoZone, all the other chains and while they had the battery in for $200 they wouldn't install it since it's in the trunk and a "tough" install. Decided to look up Pep Boys, same battery but 25 percent off, free install, appointments later that morning. I called to verify they had it, bought the battery, and drove on in. Used their Wifi, they came back about an hour later and said they didn't actually need to change the battery, just needed a good charge. They wouldn't charge me... literally blown away by great service and can't wait to refer them to friends I know. read more

Awful. I had an appointment and it still took 90 minutes for them to to simply look at my tire. When I went up to ask an update, he acted like he had an update for quite some time and just didn't come to tell me. Also BEWARE: I saw two employees not wearing a mask in the main customer area. And they walked right by me. Do yourself a favor and avoid this place!! read more

Brought my charger in for brakes and told them I needed to leave at a certain time, car was done within couple hours at exact time. Great service!! Thanks read more

Tried to get the West End Nashville store on Charlotte Pike to help out my daughter who had a flat tire. Nothing but lip and excuses. Unfortunately we bought the original tires at a great pep boys in Houston, TX. Bunch of bloody wankers working at the West End. read more

I made an appointment early in the morning so I could get my car in for an oil change before work. They said it would take 2-3 hours because they had to work on the cars they didn't finish last night... so what's the point of making an appointment. Waste of my time. read more

Customer service is awful here. Showed up for a Friday appointment, but they didn't have the tires in stock... planned to reschedule for Monday as discussed, but they never answered the phone. read more

I have a 2017 jeep renegade and had gear shifter assembly replacement so they been having my care for 2 weeks now. They don't like to answer the phone at all. The updates on my vehicle aren't consistent at all. I talked to a guy yesterday afternoon and he told me my car would be ready Monday evening I get to pep boys on Tuesday and they have even started on my vehicle they guy says it should be 2-3 hours. They have to learn better customer service. I'm super pissed off right now. Then also I think the cost was a little expensive read more

came in the Sunday before Memorial Day with my Cadillac ATS leaking cooling fluid. was told busted hose and would need to order. Not once have they called to update me I have had to call every other day to get an update. I was even told on phone the technician didn't know how to work around a metal plate and wa literally google searching how to work around it. they have had my car for over two weeks trying to replace a hose not to mention over $800 charge. very bad customer service and very bad follow through. promises of calling back but never calls. and even said they tried to call me but no one called. read more

So I had an appointment at 8:30, when I handed him my keys he told me he wouldn't see my car or even be able to get it in before at least an hour as if I didn't have an appointment.... It is now 3:50 and I still am waiting... which would be fine if I had an extensive amount of work to be done... but all it was a tire change and and also ac recharge.... My whole entire day was spent at pep boys, I asked if they could insure my tires and truthfully because I didn't buy them from him he wouldn't want to give me the insurance he told me that they didn't sell the tire, shit is not true but I didn't have the energy to argue or fight with him to give them more money for another possible mediocre service read more

Quite possibly the worst service report I've ever received. Not much of a service really. I brought a vehicle in for a second opinion and gave guidance to what I was looking for. There is no mention of where the leak is or any specific issue associated with the AC as requested. The transmission was inspected but not as requested. I knew the pan was leaking. A kid could have diagnosed that. I asked about the leak above the pan and how much to repair that. What did I get for my $84 you ask... A list of parts and installation prices but zero actual service. The one star is for how fast you provided a bogus parts list suggesting I just toss some money at it. read more

I've used this location several times for oil changes and various minor repairs, and each time the service gets worse. I most recently left my car in their service at 8:00a, requesting just an oil change and a new battery, and the work took about 9.5 hours to complete. Upon arriving, I asked how long the work would take and was told "there are just a couple of cars ahead of you". I had a friend pick me up so that I could get to work, but figured my requested services wouldn't take very long. Several hours passed without any communication, so at about 3:00p I called to inquire what the status of my vehicle was, and after being on hold for several minutes, was told they were just starting the work and should take 45-60 minutes. Finishing my work, I headed over and arrived at about 4:30p, hoping my car would be ready (thinking 4:30p was longer than the 45-60 minute time frame I had been given). At this point, I was told that they were finishing up with it. I ended up waiting in their lounge until 5:30p to finally receive my car, and still all that was done was an oil change and battery. I overhead an employee speaking on the phone that they were totally understaffed for the day. When I went to pay, the cashier was less than pleasant and seemed annoyed by everything. I wasn't ever told that two simple services would take the time of a typical work day, and had was never given a reasonable time line for completion. I don't usually have 9.5 hours for an oil change. Truthfully, if they didn't have the staff to do the work quickly and efficiently, they should not have accepted my vehicle for the day. Reconsidering returning as a customer. read more

Scheduled an appointment for 10am and called at 4pm for an update. They said they haven't even brought my car into the shop yet and they "may" get to it by the end of the day. What is the point of scheduling an appointment? Also funny that they asked if I would be waiting in the lobby or dropping off.. thank god I dropped off because I would have spent all day and night there apparently. Pretty horrific customer service and wouldn't recommend at all. read more

Sharing this on every site I can so people don't waste their time and money here...6.5 hours for an oil change......and I was charged for things I didn't ask for... I made an appointment for an oil change at 8:30am on 11/15. I arrived at 8:20 to check in and I was told by the front desk person that the oil change person doesn't come in until 9:30 and to come back then. So here we have issue #1 - why does your online system let people schedule an appointment at a certain time if there are no employees staffed at that time? So I come back at 9:30 and give my keys to the front desk person. 3 hours go by, and by my understanding, an oil change should take less than an hour, especially since I was the first person there. I check in to see how much longer and I am told not much longer. Another hour goes by, I check in, I'm told the same thing, this repeats for multiple hours. So at this point, 6.5 hours have passed since my appointment time. I am watching other people come in and drop their cars off and leave with their service completed in this time. People that came in after me....and to make matters worse, the bathroom was flooded so for 6.5 hours I sat there I was unable to use the restroom. I have a 9-5 job, I told my boss I would be in by 10:30, it is now 2:30 and I am still waiting on a service that should have been done hours ago. By 3pm my car is finally finished, and I am furious. But I am so drained from my experience that I don't have the energy to even look at the bullshit charges they added on to my receipt because I have to get to work. I looked at my receipt that evening and I was charged an additional $40 for something called "pref srvc kit". I did not ask for this, I asked for a basic oil change. So I leave paying $146.77 for some special oil change I did not ask for. And the most upsetting part is that I had a personal conversation with the front desk employee letting him know that I have had a very hard week and just wanted a simple oil change. My car was broken into a few days prior and I was robbed of over $2,000 worth of items and my insurance didn't cover my new window so I am out $2,500 right now. And I guess that was my mistake being vulnerable with him because he took advantage of me and charged me for unnecessary things and wasted 6.5 hours of my life. That is 6.5 hours that I was unable to work to now pay off these bills. A basic oil change should not take 6.5 hours and cost that much. I was taken advantage of and I want this issue resolved. You always hear the horrors and tales of auto repair stores taking advantage of women and you never believe it until it happens to you. This experience was ridiculous and painful and I hope you will do something to make this right. read more

They are short staffed and have terrible customer service . I made appointments 2 different times and both horrible results. first appointment they just said unable to complete the work - the 2nd one they gave me a time frame to return and hadn't even started on my car. you should avoid thus place at all costs . there's no manager and they just do whatever they want. read more

5/5 stars. Jim was great. Got me in and taken care of - no hassles. Great customer service and will be back! read more

Pep Boys - store front - Auto Repair Near Me - Nashville, Tennessee

Had a 2 pm appointment that I hustled to make it to. Was told when I arrived that they tried to calm and reschedule (no missed calls, so they didnt). And was told they could get me in next Wednesday. Should've listened to the reviews. Avoid this place like the plague. read more

I cannot sing their praises enough. Every time I use this place I am more than pleased. From the amount of time it takes to repair to the price, I am always pleased. I have been taken advantage of in other places because I'm a single female but these guys have been nothing but honest and taken excellent care of me. I will be back for all of my car's needs. read more

I made an appointment online to have a tire checked and when I arrive at that time the person at the desk said they don't take appointments so I drove 40 minutes round trip on a bad tire for no service. Don't waste your time. read more

I would pee there again that's about it. Took way too long for a tire repair. Should not have taken 5.5 hours for a tire repair. Just be honest and up front about a time frame. Customer service skills are lacking for 1 person there in particular. read more

This Pep Boys communication skills is absolutely awful!! A job that takes an hour has taken 3 days all because they kept ordering the incorrect part. If I did not call them for an update I fear they would of never called themselves. Not to mention that I was calling for an hour straight and constantly being put on hold just for them to tell me they ordered the wrong part again. One time they put me on hold and hung up after 15 mins. If I could give them zero stars I would just based if the communication alone! read more

If you are thinking about coming here, don't. Wait times arent even close to being accurate, I will not be a repeat customer. Waited 3 hours for tire rotation to only be informed it wouldn't do any good and needed new tires. Would have been great to know earlier before spending my Saturday afternoon here. There were only 2 people ahead of me, ridiculous. read more

When we were having an inner-tube crisis before a day on the river, Jim at Pep Boys in West Nashville came to save the day!!! We love you Jim!!! read more

Pep Boys - Jim saves the day!!! - Auto Repair Near Me - Nashville, Tennessee

I got here at 4:30 pm top have a tire looked at. they said they'd fix my flat and rotate for free. I had anticipated buying new tires and was going to have a friend pick me up for dinner. So now i had somewhere to be. I told the guy my friend was picking me up and I'd be back. He told me in a bit of a rude tone, he'd get it fixed "right now" and i should not leave. By 5:10, thirty minutes later, my car was still in the parking lot. Pretty obnoxious as this made me later to dinner. Don't understand why i couldn't just come back in an hour, since it ended up taking that long anyway! read more

I'm at two bad experiences in a row. I'm not sure why I decided to give them a second chance. The last time they "fixed" my breaks which seized on the way home and they wanted to charge me to FIX the new part I just bought and they just broke. Today they were fixing my horn, replacing a switch, and changing the oil. I suppose they got two of the three. Already skeptical of them, when they called to say it was ready, I repeated the three things they were supposed to do and asked them to confirm that all three were done, they said yes. They apparently didn't bother to check/ask because they didn't even touch the switch. I could tell the moment I sat in truck that it hadn't been fixed or messed with. But they charged me for it! read more

BEWARE!!!!!!!! Came to these guys for a "check engine" light...they listed over 1k of parts and labor to get it rectified, paid for a Smoke Test to determine leaks. Took car away from these scoundrels, brought to Carl Wood. They did 2 smoke tests, found nothing. Drove the car enough to have it retest itself after reset. Told them what I told Pep Boys, that my mechanic in Virginia could not find the problem...but they don't do full emissions test. All the things Pep Boys said need fixing were checked and were fine! Anyway...light off, car running fine...$95!!!! Do not use these guys for any engine repairs!!!!! Go to Carl Wood on 28th! read more