Pep Boys Auto Service & Tires VA 23228

J

Jabari Lucas

This place gets one star because its impossible to give it a zero. This was probably the most stressful and most unpleasant experiences I have ever endured with a mechanic. This is saying a lot considering, several months ago, my car was out of commission for a total of six weeks as a competitor attempted not once, not twice, not three times, but four times fo replace a bad alternator. At least at that place of business, the technicians worked really hard, expressed some sympathy for the inconvenience I was suffering, and constantly updated me on the car's progress. This location had a far simpler mission; all they had to do was diagnose the issue with my Volvo V70. When I dropped it off, they told me that the issue was glaringly obvious. All I need was a new air intake pump and vacuum hose and my issue would be resolved. They asked me for sometime to locate the part before commencing service. A week later, I learned that this store doesn't have a direct phone line. Any time you call the line, you have to talk to a phone bank that fights tooth and nail to ensure that you never speak to in-store personnel directly. I was calling for an update before relenting and hitching a ride to the location to get some more information in-person. This is when I was informed that the parts I needed were too difficult for Pep Boys to source. The team member essentially told me that she couldn't help me and that the burden of acquiring the materials needed was on me. I reluctantly agreed to find the parts and bring them in for a mechanic to install. Three weeks later, I finally got the parts. Approximately four days before I could deliver them, a team member called me to let me know that the entire store had been fired or transfered. She told me that my car would get a new technician as soon as possible. I tried to be understanding and agreed to bring the parts in on Friday for them to install. When I dropped them off, I was told that a technician would look at them the next day or on Monday. Monday came and went and I got no update. I called the store and had to fight through the call center's stone wall before reaching a manager. The manager told me that he hadn't looked at the car. When I told him that I dropped off everything that was needed for the repair on Friday, he flippantly responded, "well today is Monday." I told him that I was promised service by the end of the day on Monday, and he grumpily agreed to look at it on Tuesday. By Tuesday, the manager summarily declared that he couldn't fix the car. He tired to fix the air leak with spare parts he could find around the garage and but the car still wouldnt work. When asked why he didnt use the parts I bought, he non-sensically responded that "he didn't want to waste my money." He also said that he tried to connect the car's computer to get a better idea of the issue but he couldn't read its codes. This, of course, calls into question the original veracity of the original "diagnostic." How could they go from being so cocksure three weeks ago to being so clueless now? So the car has been incapacitated for several weeks. I followed their instructions only to end up with what I came in with, a car that won't work and no clue what's wrong. Maybe this place should just stick to replacing tires. I can't imagine dealing with them again.

G

GageD Gage

The reason I’m giving four stars instead of five was just because of one little thing at first the lady at the front desk. It seemed like she was annoyed to answer questions or interact with people and was more concerned with texting and being on her phone, which was rather frustrating to me just didn’t feel professional and was kind of rude. However, in the end she ended up being very friendly and very helpful when we ran into a small issue getting my fleet maintenance figure out for billing that interaction with her completely changed my mind because originally I planned on getting on here and giving a one star review, but after that secondary interaction with her, she was quite pleasant, friendly and helpful. It could’ve just been a fluke moment there at the beginning.

F

Faith Boynes

I cannot speak poorly about the maintenance but for the female at the front desk she has horrible customer service skills. My vehicle was brought to the Pepboys on Wistar and I was met with someone with a very negative and unwelcoming personality. I waited at the front patiently and then when the woman finally approached I tried to let her know I called and spoke with someone and before finishing my sentence she cut me off saying “I just walked all the way up here from the back” I don’t know why she was snappy but I just wanted her to know I made an appointment. She then told me no one could diagnose my vehicle. I let her know that the only reason I had it towed there was because the person I spoke with said it could be done today. Her response” you spoke with someone from Asia who has no idea what’s going on in my store” she also thought it was necessary to tell me how little she makes and that this was something above her. I cannot complain on the techs because they did their job but to the woman that was at the front desk, she needs to do better with customers.