My experiences with PepBoys in North Huntingdon, PA continues to disappoint me. I only returned for service a couple of times due to location convenience. I am a DIY car guy and do all of my own repairs other than tire installation, state inspection and wheel alignment. I also have worked in the service industry for 20 years and recognize quality of customer service. With that said, over several years I have never had good experience with this PepBoys location. Once I had the service written/manager act annoyed because I schedule a service appointment on a holiday when they were open for business. Another visit I had to take my vehicle back because the alignment was worse than prior to having it performed. This morning I arrived about 15 minutes early for my 9am appointment that I had scheduled 4 days in advance online. When exiting my vehicle to enter the lobby the mechanic smoking his cigarette in the garage belched out at me, "we don't open till 9!". It was raining and I had my hands full with items since I knew I would be waiting for a while. I had to turn around and get back into my car. I understand they don't open until 9am, but when the employee and manager are eating and smoking in front of an open garage door I assumed I could wait in the lobby until they were ready to conduct business. Other managers in the past open the lobby early for customers to wait. Once 9am arrived I entered into the lobby and the manager complained the online system booked several customers for the 9am spot. I was the told, " it's going to be a while because I only have two techs today". I already was considering leaving after the mechanic belched at me about not being open. However due to my work schedule I had to suck it up and deal with the experience. I needed 4 new tires that I provided installed as well as an alignment. I asked the manager can I skip the alignment since their so busy and it was "going to be a while" and she didn't want to loose the sale so she changed her tune and talked be back into it and said it would only take her guys an extra 1/2 hour to do it.
I'm sure it's not totally the workers fault since the online system over booked them. However as a customer optics is everything. I felt I was in the wrong for wanting PepBoys to service my vehicle. Another customer came in for his 10am appointment that he had scheduled with another manager on the phone and was told they couldn't do the work he was promised because it was Sunday. The mechanics walk around with a facial expression that someone just killed their dog.
The prices are not clear. There are miscellaneous charges for shop fees and other strange charges. What shop fees are required for and alignment? No consumables are needed to align a vehicle. As for the tire installation the advertised price should be the whole price. The only understandable extra fees should be sales taxes and tire disposal. I was also charged in addition to having tires mounted and balanced an additional $11.00 + tax per tire for, "tire installation on alloy wheel", but I have steel wheels. When asking the service writer she said, "that's how I ring them all up".
Finally, the men's rooms was dirty, garbage full and no hand soap. There was a nasty dirty mop laying partially blocking the mens room door.
I don't expect a red carpet experience, I just expect basic customer service skills.
Update! Steering wheel is off to the right when driving straight down the road after alignment. Another fine alignment performed. PepBoys takes no pride in their service and their charges are not transparent. I corresponded with someone via email from Pepboys social media correspondent. I was told I would be reached out to by someone from district management and over a week has gone by and no update and no communication. Sad! read more