Pep Boys

This establishment removed our chrome lug nuts and said they never removed them. The same visit they took our chrome colored air caps off the tires. When we said something about it they said that they were only there for looks… well yeah! They ended up finding them for us. The waiting time was over two hours.

Went in for NH state inspection and brakes which were worn (checked the day before) 11 AM appointment. Finally got in after noon. Inspection found a PS leak (wet spot) but didn’t know where. Didn’t know, then hose, then rack for $ 1200. And they didn’t change the pads as I asked. Went down the road to a reputable shop. No leak, all good, passed and guess what, brakes barely passed but since everything else was «outstanding» his words, not mine, he let them go. Gee. You don’t say… wish they had been replaced. Apparently that is my job next weekend.
Do not go here if you do not know cars. Even if you do, still stay away, dropped 4 hours here. The reputable shop down the road had me in and out in half an hour with no appointment.

The most expensive place to get an oil change ($ 35) and they couldn’t even figure out how to fix a broken headlight. They told me it was a wiring problem however, if it was then both headlights would be out, not just one of them. I went to advanced auto, bought the bulb and fixed it myself. Also, they were going to charge me an additional $ 40 for the headlight when the bulb cost $ 10. Nobody here knows what they’re doing and they over price you for their lack of service. Never again.

I had an appointment today for an oil change at 6pm. I was on my way home from work early and ended up getting here early, 5:30, so when the cashier told me it’d be about half an hour out I completely understood. Now it’s almost an hour and a half later and they just started draining the oil. :(This is my first time at Pep Boys. I chose to come here after having some less than great experiences at other chain mechanics. I think I’ll put up with their «meh» service again instead of waiting around here…

Wow. I’ve had tire service done both here and at other Pep Boys’ locations nationwide, but I’ve never had such bad service as I did today. I had a slow leak in a tire that was covered under the road hazard warranty. When I went to my appointment, I explained this several times to Sean, the clerk at the repairs & tire counter. He stated several times that he understood I had the road hazard warranty. Fast forward an hour. (A full hour, despite the fact that I had an appointment and it was just a leak in one tire!) I’ve seen my car drive out of the bay, but am patiently waiting for him to tell me my car is ready. After waiting 15 more minutes I politely tell him that «my keys are on this counter. Is my car done?» He says oh yeah… ok…I guess so. That will be $some amount. I explained… what a minute… I said I had the road hazard warranty, and again showed him my road hazard warranty receipt. He says: «Slow leaks are not covered by the road hazard… only complete tire replacement.» Not a whisper of «not covered by the road hazard warranty» BEFORE I dropped the car off or DURING the service (otherwise, I might not have bothered because it was a very slow leak). After arguing with him for 5 minutes I paid about $ 12 and left, pissed. Didn’t even bother to have him print my receipt, I was so mad. Very dissapointing after several years of good tire service from Pep Boys.

Lazy? Lack of knowledge? I went to Pep Boys for parts for a simple repair to my car. I needed a length of rubber hose 1″ in diameter. The person behind the counter took me back to see all the rubber hoses they had in inventory (radiator hoses) and explained he didn’t have a tape measure and couldn’t help me find one to meet my needs. I have never seen in any retail store a person try so hard not to help. It was to the point of being comical. I went up the street to Auto Zone and got what I needed. I always thought of Pep Boys as being a place to get some advice and assistance — guess not. There are 5 or so auto parts stores in the area — Pep Boys will be the last one on the list.

Had my first headlight burn out in an older model Honda Pilot I purchased earlier this year last night. Today I went straight to Pep Boys as I found they had better prices on brake light bulbs than Auto Zone last time I went shopping around.
I’m not the most mechanically inclined person I know, so changing a headlight in a new vehicle (to me) would probably mean searching for the right bulb then watching a YouTube video or two and struggling through it. That wasn’t my experience today.
When I walked near the back of the store looking for headlights, Shawn, who was standing behind the back service counter without a customer, immediately came over and asked if he could help me find anything.
Not only did Shawn show and explain the options with various headlight bulbs, he also suggested using gloves and vaseline lubricant. (Yes, I’m a novice!) But what really made my day is he walked me to my truck and showed me exactly how to replace the bulb. That saved me a LOT of time! Fortunately, it was much easier in my new Honda Pilot than my last vehicle — no tools required — and was easily able to replace both headlights quickly on my own thanks to Shawn showing me how to do it in three simple steps.
Shawn also tried to upsell me on a cleaner for the headlight cover (to get rid of oxidation fog) but I had heard of a home remedy before which he agreed would work: toothpaste & baking soda. So I declined that one. No, I’m not upset he offered me something else as an upsell — that’s simply good salesmanship. And, I did buy the gloves and some cheap lube there because it was a help to me properly getting the job done I came there for.
Finally, Shawn ushered me to the counter the help me quickly check out and get set up with a free rewards card. The guy is the complete package and an asset to both Pep Boys and their customers.
Altogether, very satisfied with my trip today and my previous trip to Pep Boys and will be the first place I shop next time for car parts for the minor maintenance and repairs I can handle on my own. Five stars!

Went to my reputable repair shop to get an Inspection done, unfortunately they had to fail me because I didn’t have my registration in the car. Took longer than expected to sort out getting a new copy of registration, but was up against the end of the month and needed to get reinspected stat. Unsurprisingly, my repair shop was booked up and couldn’t handle my on-​demand request for an appointment.
But Pep Boys could. After 1.5 hours (for an inspection! with an appointment!!), they ended up failing me due to inner tie rod and wheel bearing issues. They quoted the work at $ 800+ to fix.
At that point I just took the Fail and set up an appointment for a week later with my repair shop. Finally got in there for another Inspection and they passed me. Were shocked to hear that I would be failed for what they saw as only slight play in the tie rod and wheel bearing. Not enough to fail an inspection. Obviously I will be getting my car repaired sooner than later, but it will certainly be with my honest repair shop and not with the desperately strict Pep Boys. My repair shop wants my business, and won’t hold my inspection hostage over doling out $ 800 on the spot.
Also, Pep Boys charges an additional $ 10 on top of their $ 34 inspection for «shop materials». Good lord just charge $ 44 already and spare me the hidden fee for using a couple shop towels. A fee on an inspection is just insulting — especially in a state where the cost of inspection isn’t mandated.

Shawn was extremely helpful… bought some filters and he helped out with a side issue with my remote starter on the spot and got me on my way. Thanks!

The only reason they are getting a star is because I can’t give them any less. DO NOT GO HERE! They will rip you off, especially if they think you know nothing about cars. On Saturday, leaving work, my car was dead in the parking lot. I thought battery, and that I must have left a light on or something. I got my car jumped, but when it jumped I noticed nothing was left on. I got worried that something more must be wrong with my car since I got a new battery about 6 months ago. Next day I go to turn my car on for work again, dead. I jumped my car and drove to Vavoline, where I had gotten the battery to see if it is faulty. It was, and they replaced it for free. They said the alternator looked fine, but I should go to Pep Boys to get the charge tested for free. Vavoline would have done it, but did not have the equipment. I drove down to Pep Boys and explained the situation. I told them that Vavoline said I could get the charge tested for free. I was told by an associate, that they only do free testing if the alternator is out of the vehicle. Since I drove there, the part was obviously still in tact inside my car. They then told me it would cost $ 100 to remove, test, and put the alternator back in. I told them no, and asked if there was a way to test it by keeping it in the car. They said yes, but it wasn’t free. It was like pulling teeth to get him to tell me what that would cost. He said $ 20 and it should be all set within the hour because there was an oil change in front of me. It took over an hour and a half. He proceeded to tell me the alternator was shot and would cost me almost $ 500 to replace. I thanked him, but told him I wasn’t making a decision today because I was torn with continuing to put money in the car or to replace it since I had just gotten a new battery, radiator, and brakes within the past few months. He tried to sell me a similar car he had for sale. Today, 3 days later I brought my car to my mechanic and told him that the alternator needed to be replaced, but I wanted to see what else was wrong with the car before I decided if it was worth fixing again. To my surprise, I get a call from my mechanic telling me there is nothing wrong with my alternator and he doesn’t know why anyone would tell me otherwise. They ran every test they could, and it passed with flying colors every time. PEP BOYS IS A SCAM! SAVE YOUR TIME AND MONEY!

Just wanted to write a brief writeup of FANTASTIC customer service that I recently received at Pep Boys of Nashua, NH from KEN (didnt get his last name)…In an attempt to be brief I went to Pep Boys to pick up a battery and have it installed as my online purchase included free installation. I rushed down there after ordering it online and when I go there the place was slammed (around 7:30pm)…Ken pulled me out of the service line, grabbed my battery and when I told him I was told my battery woud be installed as long as I got there by 8pm he said this may be tough. When I told him the car was outside running as I did not want the battery to die, but that if he gave me the tools (a wrench) I woud do so myself. He said «No, if we told you we would install it, we will install it.» He then brought the battery out to my car, installed it and sent me on my way so I could say goodnight to my kids. I also offered to tip him but he refused the offer, as he said he was just doing his job. Wish he took the money in some ways but love that he didnt as well/​
Now that is customer service, which is often seriously lacking at most «Big Box» stores. these days. While I dont always want to shop at places like Pep Boys (I prefer Mom and Pop stores) I will say if you have to go to Pep Boys, ask for Ken and tell him I sent ya!

Terrible service and pretty terrible people. They made my mother wait three and a half hours for a state inspection even though she had an appointment and even came in thirty minutes early. I myself have had parts replaced there and had them fail a couple hundred miles later only to have these guys deny that they ever changed that part. There’s plenty of other auto shops in Nashua and even on that same road so don’t waste your time going here.

Had an issue with the brakes, contacted the corporate office which in turn caused the store manager to call me and discuss what happened. He was very apologetic and explained to me what should have been done before. He was able to take care of the issue (so far so good).

Always got my car done here, the best service ever!!! The service manager lee is an awesome dude! Always coming back happy and very reasonable price!

We were looking for some parts to install a new radio in our car and Marty was very helpful in getting us everything we needed to complete the job.
Thanks Marty for your knowledge and sense of humor. It was a very pleasant experience!

STAY AWAY!!! UPSELLS AND HEADACHES GALORE!!!
They really need to make zero stars an option on here… I brought my car in to get inspected and was told there were a couple appointments ahead of me and it would be a 2 – 3 hour wait. So I dropped it off and was told I would receive a call when it was done.
4 hours later and I still hadn’t heard from them. I called and was informed that my car had in fact been inspected so, god knows how long it had been sitting there. I was told all the brake pads and the front rotors failed and needed to be replaced. I asked for an estimate and was put on hold. When they came back, they said ALL the rotors and brake pads needed to be replaced (the car is 3 years old and only has about 35,000 miles on it) and gave me a price upwards of almost $ 800. I told them thanks but no thanks and said I would be down to pick the car up within the hour.
I get there about half an hour later to find my car still on the lift and was told they needed to put the wheels back on. 1 HOUR later and finally they bring me my keys with no apologies or explanation for the wait. I then brought my car to another garage for a second opinion for them to tell me the rotors look fine and just the front brake pads need replacing. However, since pep boys had already flagged me for rotors in the system, by law they unfortunately also needed to replace them (at an astronomically lower rate I might add however) So nice work pep boys, and thanks for nothing! I will not be giving you my business in the future.

Been a while for me in Pep Boys and it has changed quite a bit. Ill qualify by saying id been having repairs/​maintenance done by a VIP location for around 10 years. I dealt with the same guy, and was always treated fairly until they split and became O’Reilly parts/​VIP service. Now its as if prices doubled and they assume you’re an idiot and will pay anything without a 2^nd opinion…
BACK TO PEP BOYS!!! Marty, an older gentleman helped me find a few items, seems very knowledgable.

I’d give them no stars if I could. I came in on Saturday, December 6^th for new tires. Nice guy at check in and two hours later I drove home. Wake up Sunday, December 7^th and the two front tires are completely flat. Call, tell me to bring it in to fix them. Dropped of at 11:45 and was told they would call me when it was done. 5:30 runs around and I went in since they close at 6:00. My car is still sitting in the parking lot waiting to be brought in. I went in and the guy working was a complete jerk. Insisting it was a «flat tire repair without an appointment». Nope, they made a mistake with the install yesterday. He kept blaming me saying it was just a flat tire and would not admit it was their fault. Finally once they fixed it they admitted it was their mistake, both tires were beaded incorrectly. Oh yeah, and he told my that he never actually knew what was on the work order because he completely ignored whatever I had to say.
Avoid this place at all costs. The customer service is absolutely horrible and clearly their work is shoddy too. Find a local small business to give your money to and who stand by their work. It may cost more but you hopefully won’t have to worry about the possibility of a flat the next day or worse, the tire blowing out completely on the way home. A big box like this just doesn’t care, even when it’s a safety issue.

I had another bad tire valve. My tire was flat. My car was transported to Pep Boys. At Pep Boys, I met Shawn. Shawn was incredibly generous and helpful. He worked with me for a good twenty minutes explaining to me exactly what a tire valve is, and how the valve relates to, and works with, the tire to which the valve is attached and small instrument that plugs the valve. I cannot remember the last time, if ever, someone explained to me in simple, digestable terms the innerworkings of an automobile. I know nothing about cars — well, I can’t say that anymore. Thanks to Shawn, I know something; it is amazing how much better one feels in a state of clarity and light than ignorance and darkness. It is empowering. In this small but meaningful way, I am grateful to Shawn for bestowing this on me and for spending what little time he has working with me.
Shawn took my vehicle for a couple of hours and fixed my valve so it is like new. Shawn also made an excellent purchase recommendation in lieu of what I was going to buy, which was both less expensive and more dynamic than my original plan. Now I have on my valves caps that also function as valve tighteners when you turn them around! Really?! I had no idea these existed! They’re great!
Thank you Pep Boys and thank you Shawn! You made my day!

I always thought they were a good business and cared about people but was greatly disappointed with this Pep Boys location. My tire popped while driving in the middle of nowhere. I found this location as the closest Pep Boys location from where I was and drove on a flat tire to get to this location so they could help me fix the tire/​change it. I explained to the Service rep/​guy at the reception that I had a flat tire and needed help changing it so I could drive 45 minutes back home. He told me that they were closing in an hour and couldn’t help. This shows me that this location doesn’t care about people and they are bad business.
Help a stranded veteran… I wasn’t asking for free service. I was 45 minutes away from home on a very cold winter night and needed help but you couldn’t help because «you close in an hour»