I wasted $1000 at this place. I got an alignment, break pads and rotors changed as well as all 4 tires. As soon as I put the car on the road the steering wheel would shake and the car stutters when I press on the breaks. Called pep boys and took the car back thinking they’d fix the problem and they didn’t do anything about it. I took the car to another mechanic and he told me that the break pad and rotor job was done very poorly. I tried multiple times to get pep boys to fix what they did and they wouldn’t. Never going here ever again.

(Dedham store) Dont waste your day; I booked an 11am appointment the day before and showed up 10:45a. This was a simple installment of 4 tires. I had to leave at 2pm after they took every walk-in in front of me, and i politely asked 3 times over the course of 3 hours when would my car be seen and reminded them i made an appointment online for 11 am. Knowing I would never be seen, I left at 2pm.

Carmen was great....even with her knowledge...my experience was the worst ever...5 hours to purchase 2 tires!!!! Worst day ever!!! I guess the other ( lead ) for the group thought it would be ok to continually pull people off my car to work on other cars!!! Smh..I will NEVER RETURN!!! and if any friends or family ask.....I will NEVER suggest PEPBOYS IN DEDHAM MA.

They staff is great. They were extremely helpful and patient with me. I was taking in my dads car and he decided he wanted it fixed somewhere else, but I have confidence they would have done a great job and I will be taking my own car back here the next time I need service.

Really down to earth shop, decent prices for working people. I like that they send the info to Carfax so the maintenance app keeps track of my work done. They checked all my fluid levels and were very honest. Decent shop, trust the guys at pep boys and AutoZone.

I had a very good experience with this shop!Very prompt and professional service.Competitive prices. Would definitely recommend to a friend.

I got new tires here. The tires are fine and prices were competitive. I ordered the tires online and didn’t select that I wanted an alignment, and then they charged me $20 more in-store for the alignment ($99 listed online vs. $119 charged in-store). I also had them check why my engine light was on. They told me the repairs would be $1200 and I declined. I just got a quote from another place, and they said it would be $425. The difference in communication was also night and day. If you just need tires, this may be the place for you. If you need repairs, I’d look elsewhere.

Don’t waste your time. Go somewhere else. Absolutely worst of the worst. Rank #1 worst mechanic shop around South Shore

230PM appt for an oil change. Left there at 3:40PM. 15 mins at valvoline. Never going back.

Great service fast and great prices on oil changes.

I had my car serviced today and the service was great. The gentleman that helped me was very informative and patient. The work quality was excellent and fast.

Wait time is crazy. I check in around 11am and tell me I should be done around 2pm. 2pm I ask. And i was tell still 2 more cars ahead of me.

Great service Eugene was great knowledgeable staff

Tim is an excellent mechanic and always takes care of my car with care. I highly recommend bringing your car here they get the job done and get it done right!

Did really good job on all 4 of my tires. Guy there was very helpful. I waited and was done in a decent amount of time. Got great gaurentees and warentees on tires. So pretty happy.

I’ve been going to Pep Boys for about Two years now. They always do an amazing job. The staff is super nice. Timothy Z I highly recommend.

This was the absolute worst experience with a car repair place, ever. I thought I had posted a review earlier, but apparently I didnt.It started as needing to get essentially the cooling system fixed because it was leaking coolant. We ended up having to leave it there because they needed parts, from a place nearby. After a few days, we go to pick up the car and now it has all these dents and scratches on it that were not there when we left it.The manager said he was going to go review the camera footage, but said that he didnt see anything and it wasnt his problem. We contacted a rep on Twitter who said to go get a repair estimate from a garage. I did that. Then, the district manager proceeded to tell us to take him to court because it isnt his problem.We ended up having to go out of town for a few days, then just ignored again.I will never be going there again, and every person there treated us like garbage. The damage was from them using chain lifts to get the car up because you can actually see the chain link dents in the door.Do not support this store, and that manager needs to be fired for being unprofessional. If I could give them negative stars, I would.

Brought my wifes car in there yesterday to have the tire patched. It had a nail in it.These guys call me and tell me that the tire is to worn down to patch, and that it is in desperate need of an alignment. They told me the inside area of the tire was complete bald and there wasnt enough rubber for a patch. I looked at the tire it still had alot of life left in it and didnt have any signs of excessive wear. They quote me 335 dollars for two new tires and alignment. Which I declined. I took the car to Hogan tire. They checked the alignment and it was in the proper range. They patched the tire and rotated/balanced all the tires for 35 dollars. NEVER going back to pep boys for service. The mechanics must work off commission because that was ridiculous. I saved about 300% by going to hogan

Absolutely horrible customer service. Rude! Maybe the employee didnt know the answers or understand what I was talking about it-no clue but no way to keep business either.

This place is horrible. The staff is extremely rude and unfriendly. I had the worst experience with Harry (he is a manager there). He didn’t want to listen to anything I was asking him to do. I wanted to change my car battery and not only did he put the battery that he wanted to sell without even letting me know (this battery obviously costed way more than the one I wanted) but he was totally rude when I told him that that was not what I asked him to do. They really need to work on their attitude and they need to learn how to treat a customer properly. I guess they don’t care enough because obviously this isn’t the first time a customer has been treated so inappropriately. I honestly don’t know how this place is still open. Never ever going back again!!!!

Went in to replace break pads and unfortunately found that I damaged my car from driving with bad ones. Service was good. Eugene gave me a good price and gave me detailed advice on how to take care of my car.Thank you Eugene!

They have good deals on parts and labor for your car. They are open on sundays.

Did an online order to have my lightbulb replaced. I filled out all required information year, make and model what I was coming in for great done they charge me 13.99 for lightbulb and 20.00 to replace it for a total of 35.00. I arrive there on my lunch break to have them tell me. One they need to remove the tire to install bulb which was a $60 upcharge (I later found out you dont have to remove tire to do job) and they didnt have the single lightbulb that I ordered and that would have to purchase a set of bulbs that were $45 more than my single. So I would watch out for this location if you need something done go local mechanic sometimes you get what you pay for.

Very slow service. With appointment and waiting 3 hours to check on TPMS sensor!!!! My car was staying still outside.

I had great experience getting an oil change and tire rotation here! Great customer service as well.

The service was very fast and friendly definitely recommend them

Over my past few visits, I have been ignored as I roam the store. The staff has either been working with others or non-existent and Ive had to find whatever it is myself or leave and go to auto zone for assistance. What I couldnt understand is that the staff would see me and not acknowledge me nor greet me upon entry

Had to return for simple tmp valve after being there for 3 hours with appointment also price are high on work

Always love car parts stores this one is no exception.Find car parts and services for your vehicle with at least 6 or more service bays in this big store.You can find more products than Advance or Autozone.Service is ok could be excellent!!!

Got my brakes done a month ago car shake and brakes makes strange noise.Update they also overcharged me $60 for brake fluid...

Great service and excellent atmosphere

I had appt at 10:30am and leave almost 6pm, I waited 7 hours to replace 4 tires, ridiculous, I will never be there again! Dont waste your time! If I could give 0 star, I would

Good services, and good management.

Went to replace my tires and got a coolant flush. The whole thing took more than 4 hours. After I got the car back, I realized they filled my car with the wrong coolant. Went back and they said they put the gold one because the didn’t have enough of the orange one. Are you kidding me? You can’t put whatever you want just because you don’t have the right product for a vehicle. I disputed the transaction and I’m hoping to get my money back because I have to get another flush with a more reputable shop that doesn’t screw people’s cars. (Not to mention that they left my engine under cover loose) maybe they didn’t feel like screwing all the screws back in.

I had quite a negative experience at this location. The quoted work they presented to me was far higher than other quotes I assembled from other services in the area- around $300 more expensive. They also tried to charge me an additional shop fee for the diagnostic services, which they did not include in the initial estimate, and also tried to slip a warranty under my nose that I did not ask for. If you come here, look at the itemized estimates and bills CLOSELY, and make sure you get other quotes!

They are the worst location in th us. They over charge me over 200.00 and then told me they could not take the bulb back.The Russian speaking man is so corrupt I will never step foot in there again nor should anyone else.

Great selection of auto parts and accessories. Helpful staff and very knowledgeable. Always making sure the customer is satisfied with the service provided. Closes late which is convenient for me. Really good prices.

I brought a tire to be plugged or patched, they told me 30 minutes, after watching they didnt touch it I had to do things, they called me an hour later, so 1 hour and 30 minutes later it was done. Then they told me to mount it on to my truck would be another hour, I left with it and have another place install it, maybe they will appreciate business, maybe they dont care about customers coming back.

Bad customer service very rude no answer my questions .

Incompetence level is through the roof. Came in for a simple battery swap and was stuck there for 4 hours. They don’t know how to communicate between service and retail. And they have vehicle knowledge of a 5 year old. There’s an advanced auto right down the street do your self a favor and go there.

Run. Place is terrible. I came to this place for a thermostat that they ran test on and said yes that’s the problem. Tried to charge me $1600 for the work. Didn’t pay that much but enough. Fixed it and 3 days later the same warning ⚠️ came back on. Did this cycle and came back about 4 times and they never fixed the problem and refunded me a 3rd of my money. If you couldn’t fix it just say that then!! Even had the run around with the refund. Never and I mean NEVER COME HERE NOT EVEN FOR A FLAT TIRE!! Keith I appreciate you but you know that’s not how you do business!! Do not spend your money here nor waste your time.

All things considered its a pep boys but the man who usually works the front of the auto area is the kindest soul on earth and really listens to your car problems. 5 stars for that man.

Did a great job helping me find a tire for my 1967 Buick wildcat a man checked the trailer out back in hopes to find something not on there shelf. Thanks again!

We were out of state with car trouble. They put an alternator on my vehicle. Battery light still on and they could not get it off. Told us to get mechanic to check when got home but was safe to drive. Our mechanic had to put the correct alternator on the vehicle when we got back home. Pep Boys refused to take the one back. I would not recommend them.

I went there for 3 tires installation i got aftermarket rims in my truck and they took forever to put 3 tires on about 4 hours waiting to get the job done and plus they broked one of my rims center caps and just glued together and didnt know say anything to me 3 days after the job was done i found out they left the cap loose and broked the center cap of my aftermaket rims very bad service i would give 0 ⭐️ I could

Great service, great price. If youre looking for a quick oil change youre in the wrong place. Im always prepared to wait or drop my car off when I come hear. The service is great and so is the price. I wouldnt bring my car anywhere else. Thanks!

Made an appointment, came in Wednesday afternoon. One of the managers, Tom I believe it was immediately greeted me, then proceeded to give me fantastic service. I was very happy with everything including the mechanic who was also very respectful. Being in the service business myself I know how difficult it can be giving everybody excellent service but thats just what Tom W did! Thanks guys see you next time.Robert

Good service

The economy must be awesome because the staff at the tire center were not helpful, seemed put out by my presence, and didnt really understand the concept of alternate tire sizes on a vehicle like a Jeep

They were very nice the manager of the tire place he was way cool

A great place for automotive service. The staff are helpful. There is a decent waiting area with a coffee machine, television, electrical outlets, and the bathroom works.

Thanks Ilay. Excellent service and help with buying battery.

Was there a few times,was supposed to be getting tires put on my truck.... first time I was there... I believe Jerald was his name, very polite and respectful... informed me that I would need to come back due to the size of the truck..... unfortunately when I returned another person was in charge and when he discovered I had my own tires my truck was to big???!...Why did he ask me if I knew the size of the tires?...FYI...his accent was strong Russian perhaps?... Im only sharing this so you can be on the alert.... If you are stuck dealing with him.... everyone else was polite and respectful... there is a public restroom and plenty of parking.

Very disappointed with the service at Pepboys. I schedule an appointment for 12:00PM on Saturday. Was told by the sales associate, who was very apologetic, that it was going to be upwards of 3 hours before they could take my car...they had more walk-ins than expected. I was under the impression that a scheduled appointment took priority over a walk-in. Either way I got lunch and hung around the three hours. I later find out that my tires were balanced incorrectly. After returning to the location, I was told they would not be able to fix my problem for another 4 days. 4 Days to balance tires! What was I supposed to do, not drive on the highway for the entire week due to their incompetence. After speaking with the manager, I was told to come back in a few hours and He would remember me, and we can see what we can do. This type of customer service is not acceptable when the repair was not completed correctly in the first place. This should have been done with out question or hesitation. I have since had to go to another shop, pay AGAIN for the balance and finally it was rectified. I would not recommend this location to any one.

Wasnt actually able to get what I needed done because of the time of day, and staffing, but I did get a nice little air pump and magnetic air vent clip for my phone.

Rude people working there at the registers. I waited at the window while these two old guys (one named Mike) sat there for five minutes without saying anything, swearing and yelling at his computer.

Extremely rude, unhelpful and unsympathetic. Stranded three hours from home, on the way to a memorial service and was basically turned away with HUGE attitude.

Jim is great! He looked up what I needed and went to get it for me. Great personaity!

I took my car in for an alignment. Prior to this I had my mechanic do a full diagnostic on the car as I am going on a cross country trip. The car was running perfect and the last thing to do was an alignment. I left pep boys and my car immediately started shaking at 65 mph and under 25 mph made a high pitch screeching sound which I recorded on my phone. I called three times to report the issues. I asked to speak with the manager and he never called me back. I am irate and this issue is unresolved. I am leaving for my trip soon and need to insure my family and I are safe.

I absolutely love this pep boys. I go in there about once a week and every time they are very customer friendly and helpful. I feel like Ive known them for my whole life !!! Good place to shop and good laughs every single time ...especially with a man named Jim!!!

Not good service

I came to have my oil changed and they spilled the oil all over everything including my engine and my car. I had to wait an extra hour and when I took the car the car with smoking when I came to the 1st light. I turned around and went back and they did more cleaning and I took the car home only to find the next morning an oil stain on the driveway. The person that was working on my car was working with one hand and texting and talking to his daughter on his phone with the other hand. I dont know what happened but I feel that it was incredibly sloppy and poorly executed

Hour and a half for an oil change seems long. Great price and decent waiting area with wifi. Customer service could use some help.

I had a horrible experience with the service department at this location several years ago and reviewed it back then. I recently tried it again because the retail side of this half retail and half service shop was reasonably good.I have found that the parts store has remodeled. It is now significantly smaller then its old set up. Gone are many of the fun, decorative hobby parts. I would NEVER again bring a vehicle here for any type of service and now I find the parts department has half the draw it used to have. This is one store where I will never shop again.

Recently I obtained a pep boys charge account and tried to order parts. Guess what? pep boys DOES NOT except their own charge card!!!! Their website DOESNT work for a customer wanting to order parts online!! I strongly suggest going somewhere else because these people (employees) and customer service seriously dont care!!! Im very discusted !!!!

Only reason this is getting 2 stars is the price was fair.. I scheduled an appointment for 10am to get a tire patched and balanced. A task that takes 30 minutes max.Im walking out at 130pm. They completed my vehicle work and forgot to alert me. If I hadnt asked for an update at 1pm... I would have never known my car was ready. Unacceptable service. Will not be returning again.

Fast service. Great prices. Lounge has free wifi and coffee.

I went online and NTB gave me a quote for a complete package (4 new tires, alignment, etc). I called them to set up an appointment with a gentleman named Stuart...he confirms that the price quote was accurate, so I made my appointment. Stuart informed me that he would not be working that day, but George will be and he will take really good care of me. When I arrived for my appointment, George gave me the total price to pay and it was $400 MORE than the original quote for the same exact tires and service I requested. I was so upset and angry. I left. I drove down to Pep Boys about 1 mile away.Once I was there, I had the pleasure of being helped by Fernando Avila, who could clearly see I was very upset. He was so pleasant, took me through the process, explaining everything in great detail and gave me a guaranteed price. He asked if I could wait for 2 hours, as they can take my car right now. I said that it was cutting it tight but he send he would aim for 1 1/2 hours. So I agreed. ONE hour later, he came to me and said: your car is now ready .....WOW!!What a GREAT experience!! Fernando was amazing! I need new rear brakes and I will definitely go through Fernando for them. I walked into Pep Boys on the verge of tears and left with a big smile. He is an exemplary employee and I hope the owners realize, just how wonderful he is.

Got what i asked for wait was not as long as expected. Free coffee while waiting so no complaints

I made an appointment online and choose my services just to get there and they looking at me like am crazy. Got an oil change done, now I did my time researching places and thought this place was to do a great job, but I cant say that. Now in the oil change you get a tire rotation. Appointment was at 10am didnt get done until 11:10, now the two comes back and his like you all set. You have a bad tire, am like what do you mean? For someone who is specializing in the field, felt like I the customer had to ask all the questions to figure out whats next. So in the end they didnt do a tire rotation due to the bad tire, so my question is why did it take an hour? I was extremely disappointed and would not go back. As a female we need these people to have great customer service, explain to the customer as this is your specialization. No excuses here!

I rarely write bad reviews but I am astounded. I went in to get my tires rotated. After an hour and 15 minutes, I go to check in to see how much longer the wait would be. I see my mechanic and the first thing he said to me was I cant believe I wasted my time on your car. Apparently my tires have lived their full lives and I need new ones but the way that I was spoken to so condescendingly and rudely. If I was advised about this when they had my car up, I would have been open to discussing new tires. But I had to wait over an hour to be treated like this? I dont care what the mechanic says in the shop but I cant believe he was that rude to a customer. I would avoid this location until the mechanics work on their people skills. The one good thing, however, was the younger gentleman who was not a mechanic at check-in. He was courteous, answered my questions and made me feel welcome.

I know that this sounds weird, but my car smelled like cigarettes when I picked it up! I drive for a rideshare and go to extraordinary lengths to have my car smell as neutral as possible -- so I immediately noticed the smell when I opened my door.Im not even sure how they managed to accomplish this feat in the short time it was being serviced!Im only giving 3 stars because the service manager went the extra mile to fit me in on a Friday night for my oil change.

The so called people here dont know how to work on cars if it doesnt involve a computer to tell them whats wrong with the cars. Real mechanics apply their skills, not fly by the seat of their pants.

I went in because my cars ride seemed bumpy to me. They told me I needed front shocks and struts, and that my front driver side axle needed to be replaced. The total was in excess of $1,600. I thought the axle might be covered under my cars warranty, so I took my car to the dealership. The dealership told me my shocks and struts were completely fine, and there was nothing wrong with my axle. The only thing I needed was a ball joint, which was about a $500 job at the dealership. I feel Pep Boys took advantage of me as a woman not knowing anything about my car, and tried to rip me off. My husband and I have used Pep Boys a number of times, but never again. You lost a customer!!

This store is garbage, do not waste your time making appointments. I always made an appointment to change the oil in my car, you arrive and they sometimes do not have systems and never know when they solved it. And if they have a system that day, they take up to 3 hours for an oil change, NO MATTER IF YOU HAVE AN APPOINTMENT. The customer service is horrible. It is better if they hire animals, I believe that animals have more education than the people who work in this store.

Over the past 50 years of owning vehicles, Ive gotten a number of wheel alignments. Pep Boys in Dedham is the only place that didnt screw up the alignment of the steering wheel. That is, with the vehicle going strait, the steering wheel isnt at 1 or 11 oclock. Twice!

They worked super hard to price our winter tires and did an excellent job. Best price by far of all the places we checked. I will come back for sure.

Dropped my car off for a simple fixed and was lied to multiple times. Should have take one day left mt car there for 4 days ended up taking my car back and fixing it myself. I fixed it myself is less time then I spent on the phone with them. My experience with management was poor to say the lease and my understating of the staffs skill level isnt particularly high not to mention when they dont show up for work. I would recommend you keep your car away from here until they change up the staff. But I get the impression they arent willing to pay for quality staff with experience.

I will never go here again. My time is valuable

The guys there are always helpful, old times but they make the place, good service

Been going to this location for 2 years now and have had great service each time. Work is done quickly and competently while you wait Most importantly to me is they are honest and stand by their work which is often hard to come by in the automotive service industry. I highly recommend the Dedham Pep Boys!

9am appointment for 4 well priced tires. When I arrived they couldnt find my appointment. Forgot to enter me in the system until 10am, so other costumers were serviced first. Then werent sure they had the tires I needed but luckily had them in stock. Place was very under staffed. Flies overtaking the coffee. They then kept changing their time estimates about how long service would take. Staff was so busy I had to wait for 30 mins to cash out after mt car was done. All in all, I left at 12pm...

Awful in terms of expectations related to time. I was told 30-45 to balance 4 tires. I was third in line when they opened. So I am waiting an hour and 15 so I ask they say another 20 minutes. Finally after another 45 I ask again. 2 hours to balance 4 tires seems to be too long but if they told me that up front okay but no 30-45 ends up 2 hours stinks. Update a day later my tire pressure warning comes on. They stripped one of the valve stems. My mistake going here I should have known better.

All the people are so friendly here. I went in to buy windshield washer fluid and ended up laughing and chatting and walked out with a smile.

I went into Pep Boys because I needed my oil changed. I had no issues with anything else on my car. I have been driving for 3 days and my brake pad and rotor on driver side is now completely shredded. I replace both parts in August 2015. There hasnt been 10k put on either part. I am beyond pissed. I refuse to ever use Pep Boys again. I DEFINITELY DO NOT RECOMMEND THIS PEP BOY or ANY PEP BOY for that matter!!!!!!!!!!!!!!!!!!!!!!!!!

Professional, experience people!Thank you !

My experience with this location. I’m driving a uber rental right now and I needed service done on the car break pads and tire rotation. It’s my third time bringing the car back here for the same exact problem break pads and wheel vibration. First time I got the car back from them the wheel was vibrating once I’ve gone over 55 mph on the highway. The second time another issue came along with the break pads and the third time I got the car back here I’ve been sitting waiting for the car since 8:30 am it’s now 1:30 pm and there was no feedback till I went to the front desk and complained about the time I’ve been waiting for the car. Next time if there is any issue I’m just gonna go to another location. I have not have the best service so far in this location.

Wow!! They were able to fix my car same day!! Front desk was good but technicians were amazing!! I recommend this place for tough diagnostics

I have never written a on-line review before in my life, but I feel compelled to do so now to warn others. This place has the worst customer service of any organization with which I have interacted, and that includes airlines, cable providers, and insurance companies. I was originally attracted to this place because it is open on Sundays and does synthetic oil changes for a reasonable price. The problems are apparent as soon as you walk in. They use an incredibly cumbersome computer system that causes the line to back up so that it can take 30-45 minutes just to drop off or pick up your car. The first time I picked up my car after an appointment for an oil change and tire rotation, I was told that they did not rotate the tires because they couldnt find the lug nut key (even though it was sitting in the glove box in plain sight). When I got the car home, I found that it was a quart short of oil. The next time I took it in for an oil change, I once again found that they had under-filled the oil by an entire quart. My most recent experience involved an oil change and spark plug replacement. I got a call from the service manager about an hour after I dropped off the car telling me that they wanted to replace the ignition wires as well. I told them not to do so and to just proceed with the spark plug replacement. I called two hours later and was told that the car would be ready in half an hour. When I went to pick up the car, I was told that the spark plugs had not been changed because nobody had told the technician to do so. The guy behind the counter told me that I could come back another day to change the spark plugs and that they would give me a ten percent discount for my troubles. This did nothing for me because I already had a ten percent discount coupon that I had printed off their web site. Unless you want to waste an entire day getting poor service from an indifferent and poorly trained staff, avoid this place at all costs.

I disliked my entire Pep Boys experience! I purchased 4 tires on their website. The website said they would be ready to install the next day after 12. I made the appointment and showed up on time. I was told we dont stock those. I told him I paid for them and made an appointment and drove 35 minutes to get there. He says I can order them for you. Then he says Theres no way you can pay for tires on the website. I said Look KID, when I put my credit card number in and push buy now thats a payment in my book! I finally had to leave before I went to my bad place. I called customer support and cancelled my order and called credit card company to make sure they dont pay! The good news is the next day NTB advertised buy 2 get 2 free so I ended up saving $130 on Cooper tires when I was going to buy the bogus brand at PB! The only reason Im giving 2 stars is the customer service rep on the phone was friendly.

Well as for the store and there employees and products great ppl and great deals I havent got my car serviced there yet but will try in the future. As for now ordering parts and picking them up and doing the work my self.

I brought my car in for an oil change and alignment. The mechanic did not put the air filter cap back on, after doing the oil change. So, my car broke down in the middle of an intersection, and I had to have the car towed to a different mechanic. When that mechanic detailed what happened and wrote it all out (oh, and charged me money for the pep boys mistake), I brought the documentation back to this Pep Boys and they refused to acknowledge their error or give any reimbursement. DO NOT GO HERE! AWFUL SERVICE!

Went in to get the cars headlight replaced. Very nice staff. Nice waiting area. Didnt have to wait long at all. Thank you!

A Great Customer Experience At Pep Boys! Special Thanks to Fernando AvilaI have many wonderful things to do in life-- A job that allows me to travel the world, Boston Symphony Orchestra concerts, my sons hockey games. That said, taking a couple of hours out of my day and getting my breaks repaired is definitely not one of them.Yet when I had to slow down on Route 95 in Dedham after hitting a traffic jam and heard my breaks make that dreaded noise of metal scraping against metal, I had no choice. I limped into Pep Boys on Providence highway as I had previously good experiences thereAs I stepped up to the counter I noticed that Pep Boys has a cool mission statement on the wall, which is all about customer centricity Taking Care of People and their cars. Whats even more cool is that at least some of the employees in this store put their heart and soul into living up to itI was greeted by Rob, a supervisor with razor cut hair close on the sides and long beards He acts like Mission Control at this store keeping the traffic moving and dealing with customers who always want more like myself.It was a busy day in the shop however and I had to wait for a long time for the estimate, & Robs right-hand man Fernando Avila stepped into the breach and took the kind of leadership you would expect from an owner.Fernando seeing I was visibly frustrated with the delay said I will do everything humanly possible to try to speed things up for you, which started with walking out to the parking lot and personally doing a visual inspection of my Toyota Tacomas brake system.Fernando to me is an excellent example of a business person who operates from a YOU POINT OF VIEW, rather than from an ME POINT OF VIEW. (standing on the customers side of the tennis court rather than on the companys side of the tennis court)My experience is that 90% of customer service people think and operate from a Me Point of View, They are always talking about how many mechanics they have off that day, how many other customers are waiting in line before you, and always saying infuriating things like I understand your frustration without doing a damn thing about itIf you placed a video camera on Fernando who has a great smile, by the way, you would see many vivid examples of how he operates from a You Point of View He can make strong human connections with customers, and naturally demonstrates very strong empathy for their problems and will bend over backwards to get them solved.Fernando who refers to customer resolution specialist, checked in many times with the mechanic to see when he could attend to my vehicle, upgraded the parts used for the repair at no charge when the ones that were first ordered were out of stick, doing whatever he could to keep me in a jolly mood When it came time to paying the $560 bill Fernando even helped me find an online coupon that would reduce it by $50I have to say that part of what made me happy that day was the whole Pep Boys team, including Rob, Fernando, and Maestro Mark Regan the master mechanic who worked on my care before. He has a great roll up your sleeves and get the job done attitude, and is a virtual wizard when it comes to fixing cars.If he tells you your car needs a repair you can totally trust his judgment, even if it costs you some money. I will be revisiting Pep Boys the next time I need help with my vehicle.

These guys are good ! They did great job in my car. Ill recommend pep boys price is good and excellent customer service !

I dropped off my car at 4:15pm for an oil change and to fix a slow leak in one of my tires. The rep told me they were behind an hour which I was fine with because I had a ride home.I waited over 3 hours when they finally called at 7:26pm to say my car was ready and to try and pick it up by 7:30...when I got the message, I went to pick it up arriving at 8:03pm. Doors were locked. We walked around and asked the same rep who was in the garage if I could pick up my car. Long story short: Nope! Because they closed the registers down.I work in retail, you can start the computer back up and finish the sale. Yes its a pain to do, but they called me last minute after taking 3 hours on my car and now I have to walk to pick it up in the morning because I dont have a ride.Definitely lost a customer.

I got excellent service on my car. Mr. Bush was so informative and friendly. Great expereince, I will definately be coming back!

Excellent service at counter. Informed of options and repair suggestions. Communication slightly lacking,but otherwise ok.

Brought my car there three times, didnt have my part the first time after telling me it would arrive. No one called to let me know the part was not there. Fixed the wrong thing the second time. Tire still deflated the third time. And my tire is still not fixed which means I have to go back a 4th time! Manager was very rude! Will not be using them ever again!

I read that the accepted Apple Pay, so I make an appointment online. Just to make sure, I call them ahead of time and am assured they accept Apple Pay. So I arrive at my appointment and pull out my phone to pay and they look at me like I have three heads. One employee calls over the next in confusion before I am told that Apple Pay doesn’t work there, that “for some reason it goes all the way through the system and then declines.” The manager kept speaking with me in an extremely condescending way, like I had personally done something to him in our pasts, when all I was, was a concerned customer trying to get an oil change. It was outrageous, that place is horrid and wouldn’t recommend it to my worst enemy.. and before today I hadn’t had an enemy since grade school!!!! DO NOT GO HERE!!!