Pep Boys Auto Service & Tires CT 06355

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soll

Today I went to the Mystic CT. Pep Boys store to replace a battery for our 2020 BMW 440IX Gran Coupe. After calling the day before to check availability, and price, I was told that yes they had the correct battery in stock at $304.00 plus a coupon which I presented for FREE Installation.I scheduled the appointment for this morning. Everything went great. I arrived at the time of my appointment, and the car was brought in very quickly. I even received a lovely text with progress reports on the service. All this was great until the job was completed and I was presented with the bill. The $304 battery with FREE INSTALLATION suddenly had several added fees. Now, how that could be? A gentleman who I will assume matched the name of the manager Bob proceeded to tell me the upcharge for the install was because the battery was in the trunk, and not in the engine compartment. I replied... to open the trunk, and remove a simple cardboard cover to easily access the battery and remove it was certainly no more time than to remove it from the engine compartment. I mentioned that would have taken me no more than 5-10 minutes to do this but did not have the computer required to "relearn the new battery" at a charge of $19.99. On top of the usurous charge there were charges for things like a $10.80 charge for "Battery Protection Service", and the $162.90 "Remove and Replace Battery" fee which was couponed as a free service! I did not ask for or approve these charges, and the manager became a bit defensive when I mentioned that none of these charges were appropriate, or agreed to. To appease me, I was given a mere 10% discount. I thought we had a new go to for car service but after this expreience, could never recommend nor would we service our vehicles at the PEP Boys Mystic store again.

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David Turner

Damaged a wheel, when brought to their attention, was told it was damaged before they worked on it. When I spoke to who I assume was the assistant manager, he was argumentative and denied any damage was done by his employees. When I asked to see the video footage from around the building and shop floor, I was ignored. This would have been the perfect opportunity for them to show there was no damage committed while in their care. The “live” video from the shop floor is a still picture with a warning that pops up saying it’s not connected. This all after I had an appointment on a Tuesday at 9am, at 9:20 am I was told the technician was running late and would not be able to start and would take 2 hr or more from whenever the technician did show up. I had to reschedule to the following Friday. According to the company their values are, accountability, integrity, transparency and expertise. None of these were shown with the experience I have received. Will be contacting corporate customer service.

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Gabi

I've never written a google review before, but felt moved to make an exception for this Pep Boys location. My boyfriend and I came to Mystic to celebrate our anniversary, but when we arrived at our hotel, we noticed a serious leak in one of my tires. We found Pep Boys to be the closest option, and I'm so glad that's where we ended up - the customer service was incredible, and they went out of their way to make sure the tire was replaced quickly enough for us to still make our dinner reservation and enjoy our anniversary. We are so grateful!