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December 2025 by Kelly Kretchman
Today I was supposed to have a service appointment at Pep Boys in Groton CT. I booked the appointment online for 10 am. I even received a text message confirming. When I showed up for my appointment, I had an extremely rude service writer, a woman, tell me that online appointments do not work and that I have no appointment. She continued to blame me for booking online and not calling on the phone to book an appointment. She blamed me numerous times making me feel like I did something wrong. So I was trying to work with her to reschedule. She said Monday at 8 am, since I needed to wait, again shaming me because I needed to wait for my oil change. I told her I get my daughter on the bus at 8, would 9 work? She responded by saying yes that's a problem and she couldn't get me in. At that point I was so angry I told her to forget it and walked out the door. I cannot put into words how angry I am with this disgusting display of service by your corporation. I will be contacting the BBB regarding this. I see numerous reviews online with this same situation happening to others yet no one has addressed this problem?? Completely disgusted with your company and how you operate. You took time out of my day and my work schedule for no reason. I hope you fix this right away. You don't deserve any stars at all
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December 2025 by Bill Solomon
Tire rotation. Waited 2 hours with an appointment.
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December 2025 by owen perkins
Had a 9:30 am appoint on 12/5/25 which I made over a week earlier for 4 new tires left vehicle call at 5pm told was not going to get to left over night call at 12:30 pm on 12/6/25 still not done told them I was picking up car at 3:30 pm if they couldn't get the done by then don't bother pickup car no tire this is the second time a problem like has happened to me so I would not recommend the store Route 184 in Groton Ct dont no about the rest
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December 2025 by Eric Wenzel
TAKE YOUR BUSINESS ELSEWHERE!
I purchased 4 new tires on a Cyber Monday deal. As the deal was expiring that day, I was sure to pay for the order to ensure the savings, and scheduled an appointment for 10:30 Saturday at the time of the order. I called Friday to confirm my appointment and the staff couldn’t find my order or appointment in their system. After putting me on hold and searching, they found the order and told me that online orders “don’t show up in their system”. They then told me they weren’t sure they had the tires. They put me on hold to check. After 12 minutes on hold, I hung up the phone and called back. They took my info again and put me on hold for another 5 minutes while they confirmed they had the tires. Finally, they came back on the phone, confirmed they had the tires and confirmed my appointment for 10:30 Saturday. Saturday morning, I dropped the vehicle and gave them my name. They again searched through multiple stacks of papers and appointments but couldn’t find my order. When the order was finally located, the attendant then stated again she wasn’t sure they had the tires in stock, even though she remembered talking to me the previous day. She walked around the store for the next 10 minutes looking for my tires. Ultimately they decided to take the tires from somebody else’s order that was already claimed and ready to go on the showroom floor. A simple key drop for a paid in full order became a 30-minute ordeal. I called to check in my service at 2:00 (10:30 AM appointment) and was told they hadn’t started the work yet. At 4:00, they said the car had finally made it on the rack. The car was not ready until 5:00 PM. When I arrived to pick up my vehicle, they rang up the order and demanded payment. I showed them my email order confirmation and told them the order was already paid. Then, looking at the total, I noticed that they had added additional fees and the price in the store was higher than what I had paid on line. The store manager Bob and his associate told me there was “nothing they could do” and that they were “powerless” to adjust the bill. Bob and his team, as they stated, are powerless pawns to the Pep Boys corporate structure. They refused to assist, adjust the bill or honor the price I had paid on line, and insisted I had only provided the credit card as a “hold.” They also would not return my keys until I paid them the full value they demanded.
Disorganized. Dishonorable. Disappointing.
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December 2025 by Not Applicable
Booked an apt for 5pm to get tires on . Drove all the way there to be told that I can’t because they won’t have time for it and that they can’t see online bookings??? Turned away and Immediately when I left and got in my car still in the parking lot mind you I got this email.
“ Sorry you couldn't make your recent service appointment with us — do you want to set another time? Just click here to reschedule. Thanks for letting us know you couldn't make your appointment. We hope to see you soon .”
I literally was inside and turned away even though I had an apt and was told there was to many cars in front of me and they can’t see online apts there’s “ nothing they can do “ . Excuse me but an appointment is called an appointment for a reason. Town fair tire got me in immediately right after this without an apt !
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December 2025 by James Wasoka
Roger, the manager, explained the process of changing a battery on a BMW, which made me confident that his shop would be as good or better than the dealer
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November 2025 by Matt Tooker
Awful. Scheduled an appointment online to have a new battery installed. They had the battery for our vehicle in stock per the website. Arrived for the appointment. Nope, not in stock. Per the associate waiting on us “The website is always wrong, you cannot rely on it”. Since this a known problem why are you allowing potential customers to schedule appointments based on bad information? Waste of time
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November 2025 by Nick Rossi
Purchased a Black Friday deal on cooper tires on the 27th. Appointment was made to get them mounted, balanced, and the vehicle aligned on the 28th - the system even sent a reminder so I didn’t miss the appointment. Got to the appointment 5 minutes early to find out that the tires were not only not there, but they had no idea when they would arrive and they’d call me when they figured it out. This place is 40 minutes from my house.
When I asked why they allowed me to make an appointment, I was told that the system was automated and it was essentially not their problem. What’s more frustrating is that the slips for all the orders to be filled were sitting on the counter - including mine. I don’t understand why they can’t CALL the customer once the order is placed and make it clear that their appointment will not be honored.
Service desk was less than enthusiastic… thanks
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November 2025 by Darrell Tworzyanski
Very professional and courteous service. Happy with the results at a reasonable cost, will return!
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November 2025 by Stephanie Kettle
I was in need of new tires and Pep Boys was running a pretty good deal that I wanted to take advantage of. I called and spoke with Roger, who was so friendly and helpful on the phone! Prior to making my appointment, he made sure that the tires that I would need would be in the shop. Once he confirmed it, he helped set me up an account and scheduled my appointment. I got my new tires on today and shortly after I left, the pressure light came on. I called the shop and Roger told me to come back. The technician came outside, made sure everything was good and was able to get the light turned off. I had an excellent experience with Roger and the staff. Highly recommend!
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November 2025 by Rick Foley
Great Shop Very Helpfull Great Staff
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November 2025 by Chuck Davis
I made an appointment to have my tires changed after a blowout on the interstate. I ordered a very common tire that was available on their website, and was told they would be ready in one to two days. Now its Saturday, and when I called to check on them I received nothing but attitude. I heard good things about Pep Boys, but wonder what happened to the company.
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November 2025 by Calvin Stafford
Quick and professional service and a great product at a reasonable price
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November 2025 by Benjamin Osberger
Everytime I go in. Professional front desk service and good quality work. Would recommend to anyone looking for auto help.
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November 2025 by Harry Champlin
Reasonable price, friendly service on time.
