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February 2024 by D L
The front staff "Dawn" is outstanding! She made my experience better. There were computer issues which prevented me from paying, causing stress on staff members, which I think should be addressed by the company. This is a busy store and malfunctioning computers only add stress to their work environment, which is unfair. I couldn't leave a five-star review because the technician left glue all over my new tires which is unacceptable.
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February 2024 by Brian Dagliano
I went to get 4 new tires put on in August. They said that there was a buy 2 get 2 free deal. After they did it and I paid I checked the receipt and found that I was incorrectly charged for all 4 tires. I immediately called back and they said that they could not do anything to fix it and that I needed to call corporate.I called corporate once I got back from my trip about a week later and explained the issue. They gave me a “case number” and said they would call me back. I hadn’t received a call in 2 weeks so I called back and they said it was still under investigation. 3 more weeks passed (total of 6 weeks since I was over charged) and they said that someone would contact me to have it refunded. A couple weeks later a corporate manager called me and said that the store would contact me and send me the refund.After not hearing from the store for over a month I called and spoke to the store manager who said he would have the refund send me my address in a couple weeks and that he would mail it at the end of the week.3 weeks passed and I never received anything. I called again and was told the old store manager was no longer with the company and that the NEW store manager would send me a refund. After 3 week I never got it so I called back and the person at the store said the new store manager got Covid and couldn’t send it out. The new store manager called me apologized and said that she would have it send. That was about 3 weeks ago. This incident happened in August and I am still without the money I was overcharged. At this point I think the entire plan is to just give me the run around hoping that I’ll let the money go. I’m leaving this review in hopes that someone will be able to get me the refund. My case number is 113657.I’m also curious at this point if there will be any additional considerations made because I have been without my $160 for 6 months now which in my opinion is completely unreasonable considering that I’ve done as I was instructed the entire time.
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December 2023 by Megan Withers
I was incredibly disappointed by my maintenance experience here. I went in for a tire rotation, oil change, and to get a tire replaced since I had a nail in it. I knew that my tires were old, but no one mentioned that my other three tires needed to be replaced. I left for a work trip two days later and all three tires lost pressure. I had to replace my tires immediately (the tread was dangerously low and one of the tires dropped to 10 psi in the span of 5 minutes). I ended up having to go back home for safety reasons and due to the amount of time spent getting my tires replaced. This experience cost me a lot of extra time and money, put me in a very dangerous situation, and resulted in me never making it to my end destination for work. I would definitely think twice about bringing your car here.The only positive was that a staffer was kind enough to mention that the website has coupons for many of their services. I appreciated him mentioning that because I would have missed the coupons.EDIT: I got a call regarding my experience and I appreciated the conversation. It sounds like improvements are being worked on.
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December 2023 by fe Moon
Good prices on tires and alignments. My car drives straight and tires are smooth at 75 miles an hour. No figures prints from the mechancial work on steering wheel or doors. Friendly assoicates. I will back for oil changes.
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December 2023 by Jerry McCarthy
This was a very poor experience. Considering I've used this pep boys for 3 + yrs now, I've never left a review until now. Management needs to step in on this one. I've spent the better of $8000 at this establishment and this is by far the worst. Bring back Sarah. Having to be on hold twice for over 10mins is never good and then to be lied to is unacceptable. I'm unfortunately going to have to seek another mechanic place!!
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November 2023 by Vincent Michael
DO NOT GO HERE!!!!!Brian McCray is the manager and absolutely unprofessional. I originally bought 4 brand new tires on 10.04.2023. My tire went flat because a nail was in it on 11.10.2023 and when I attempted to change it the stud cracked. Toyota has video of the inspection showing the other studs were stripped because they were over torqued.I walk into Pep Boys on 11.11.2023 and spoke with Brian McCray who told me I’d have to call corporate because “how can you prove it was our fault”. Like look man it’s been a month, this is on you guys not me. I just gave you $800 a month prior but who cares right?Brian then says “it’ll be $58 to change the tire” as if I want him or his technicians touching my car. I go to the store on Rivers Avenue in North Charleston and show the manager Chris the paperwork Toyota gave me and he actually read it unlike Brian.The store in North Charleston is assisting me with a full refund and replaced my tire for free.I have bought tires from Pep Boys since I was 21 years old and I am 33. The way Brian acted Pep Boys seriously almost lost a customer. Do not go to this West Ashley store DODGE IT LIKE THE PLAGUE.
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November 2023 by J H
Staff is nice but supply chain is slow. Oil change appointment at 10:30 AM and I was going to wait with the car. Got a text saying it would be ready at 5. Asked the front desk and they said about 30 min. 2 1/2 hours later the oil filter arrived from a local parts store. I offered to walk to the nearest store and pick it up. What's the point of getting an appointment for simple maintenance if you still have to wait for hours. Maybe they should bring their in house parts store back.
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November 2023 by Alicia Littman
HORRIBLE!!! I made an appointment online for 10am for a battery replacement. Arrived around 9:30, got checked in , was advised they would get me out quickly. I went into the waiting room and at 12pm I got up to inquire about an eta for completion. There was a very kind and helpful man named Caleb who I later learned is the general manager, that checked on it and informed me it would be completed soon. However I noticed my car was still in the exact same spot it was when I arrived. I went back to the waiting area, about thirty minutes later a technician took my car into the garage. I waited another 25/30 minutes and noticed my car was completed. So I then went to the front desk and informed the lady behind the counter( who informed me she was an assistant manager)Was checked out , I did mention to her when asked about the experience that it would’ve been nice if there was ongoing communication if the process was going to take longer than expected. I will never return to this establishment!!
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November 2023 by NYC Native
I visited your shop yesterday and did not make myself clear to the technician about what service I needed. When I came to pick up my car I was unhappy with the service. The manager stepped up and, calmly and professionally, straightened it all out. I will remain a loyal customer.
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October 2023 by Richard W.
Dawn was totally awesome. A welcomed change to the leadership at store 38. Despite not having enough staff, she ran the show like a true professional. Customer service is her super power!
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October 2023 by A Toussaint
WORST SERVICE EVER. Dropped my car off on a Sunday for new tires. Went to pick up my car on Thursday and saw it in the parking lot with no service done. Went inside to talk with Chris (whom I spoke with on Sunday) and he couldn't find my ticket or my keys. Finally found my ticket (without keys) and said it was laying in the manager's pile of stuff that had been there for a month or more. Although it was 10:30am, I had to wait for the Manager (Brian) to come in. He had an immediate attitude. They finally found my keys (said it was my fault because I put them in the wrong slot in the dropbox). Well, there is only one way to put them in, so.... Went back to get my car and driving home it pulled to the right. I called right away and spoke to Adam, who was very sorry about that and told me to bring it in the next day (today, 10/13/23) and they would take care of it immediately. I took my car there today and Chris told me that he couldn't get my car in until next Wednesday. I told him about my conversation with Adam and he said "Too bad, Adam doesn't usually work in this store and I can't do it until next Wednesday". He had an awful attitude. When I said that this is the worst service I have received, his reply was "Don't come back then". Both Chris and Brian had terrible attitudes and do not belong in Customer Service. And no, I won't be taking my car back there. I would encourage others to not take their car there as well.
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October 2023 by Luis P.
Service and in particular, Brian the mgr, was horrible. Lost our key fob then said we put keys in wrong drop slot...kidding me WTF?! Showed up at 1000 on Thu after dropping previous Sat. Obviously tire never got replaced. We went to breakfast 4 mins away in order to give them time to find fob. Call received at 1150 that fob was found. Your car will be ready between 3-4. 3+ more hours instead of getting a call that they found the fob and are pulling it in immediately, ready in 30 mins. Worst tire experience ever. Next stop for me, BBB. Thx for your customer service brian...you are not mgmt material. Update 10/13/23: As we drove away after finally getting the tire fixed, Audrey noticed car pulled badly to the right...aka, balance was not done properly on new tire. Adam said bring it in any time & we will take care of it. That was 10/12. She took it in today and chris said "I don't care what adam said. I cant do it until next Wednesday." As she walked out she said worst experience ever and chris replied, "dont ever come back!" I have never posted a Yelp review but I had to in this case. Clearly corporate doesnt care based on generic auto-responses.
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October 2023 by Zachary Paden
I brought my car in bz my car was not starting. They said they would do a diagnostic. Never called. I kept having to call them to check on vehicle. Than they informed me that it was bz I was low on gas. That’s the reason it wasn’t starting. The guy behind the counter was rude and wouldn’t listen to anything I said. I picked up my car that evening to find it not being able to start until I turned it over 4 times. The next day my car wouldn’t start at all. I had to have it towed. And I had to take it somewhere else. I will never use this place business ever again.
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October 2023 by Matthew Dunn
Absolutely terrible experience. Terrible customer service. Appointment was at 9 am for 1 tire and didn't get done until 3 pm. Not to mention they installed the wrong brand and type of tire on my vehicle. Then claimed they can't get the right tire. I highly recommend going to any other tire store! Not to mention they also forgot the valve stem cap.
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October 2023 by Noriko Ishibashi
Not only Pep Boys employees lacking empathy, but also they demonstrated rude customer services by disrespectfully responding to our questions from the very first conversation, to finally hanging up the phone abruptly and unprofessionally in mid-conversation when I asked for his name.Poorly trained or uninformed representatives miscommunicated with us frequently during our brief encounter. Examples include store being closed before the advertized business hours, one person telling us to pick up the vehicle, but when I got there I was told too soon to pick up, etc. There were also miscommunications between the employees about my request on specifics of inspection and also about the exact inspection results.In addition, they couldn't find my key upon completion of service and had to look for it.Sadly lack of resolution on my end as to what's wrong with the vehicle after all the work and money I spent.I would not recommend them for your car issues.