Based on the google search, pep boys offered the tire rotation for free of charge. I also called them to make sure that it is free. They said, it is free and asked me to come over. I came all the way from Marlborough to Dedham. When I got into the shop, they said "free of charge only if you buy the tires from us". That's ridiculous. Most of all tire shops offer free rotation if you buy the tires from them. Please be careful this Pep boys. They are not honest people. read more

The blonde woman at the desk has got to be the rudest and most unprofessional person I have ever met. She spent 20 minutes arguing with a customer before storming out and hid to avoid him. He was calm and present and she was screaming and cursing. iIt was embarrassing and awkward to be sitting int the waiting area (and I'm typing this while I'm waiting for my car) and she should be trained not only in customer service but how to act like an adult. read more

Very poor customer service, specifically their maintenance division. I scheduled an early morning appointment, arrived, then was told that they didn't have a technician who could look at the problem. I had described things in detail prior to making the appointment specifically to avoid an issue like this one. Well, I gave them a second chabce, and rescheduled for the following day. Well, 1 hour before my appointment, I get a call saying they again cannot look at the car, and ask if I want to reschedule. Needless to say, I will not be dealing with this business again. read more

-Auto Repair 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 isn't particularly high not to mention when they don't 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 aren't willing to pay for quality staff with experience. read more

Husband went back this week and had a good experience. They had the parts in stock and were able to get the job done in the stated time frame. read more

What happen to this place! When I had a flat tire in the past Pep boys was able to replace without too much B.S. Today I needed a new tire for my Honda 2017 CRV, I got a shrapnel stuck in it the previous day, yet they didn't carry this specific for my van? Also they were very lazy dealing with my situation and had me humiliating go out check the size of my tire only to tell they can't help me. New management is bogus, needs to change back to original management read more

I had a 1pm appointment to get my tire fixed today. My work schedule doesn't allow me to bring my car in during the week, so I scheduled the appointment for today, my day off. I arrived at 1pm and as I was registering with one of the representatives, another representative leaned over and said "it'll be two and a half hours." At first I didn't think she was talking to me. To fix my tire? "No," she said, "to get your car in the garage." Apparently someone had called out and they were two and a half hours behind schedule. I reminded them that I had an appointment, and they said I would still need to wait. Thinking that it would take less than an hour to patch up my tire, I hadn't arranged for anyone to come pick me up, and I certainly hadn't expected to spend 3-4 hours sitting in the waiting room. Very frustrated, I simply told them that this wouldn't work for me and I left. I got no apology for this, not even a "sorry about that." When I told him I couldn't wait he just said "okay" and nonchalantly asked if I wanted to reschedule. It was very clear that he couldn't care less about my time. Extremely unprofessional. It's a holiday and they knew that they were 2.5 hours behind...why didn't they call people who had appointments to let us know so we could adjust our plans accordingly? Honestly, I think they probably weren't calling people because they were hoping that we would cancel our appointments once we arrived and realized we'd have to wait so long (like I did). I will definitely not be coming back here. Without fail, I've always had to wait significantly longer than they tell me at this place, and this is the last straw. I can only imagine that the "two and a half hours" would have turned into three or four, and that's just to look at my car in the first place, not to work on it. Forget it, I probably would've been there from 1pm-5pm. So, definitely find someplace else to take your car if your time is at all valuable to you. read more

Had to replace my battery last night. Made it to pep boys 20 minutes prior to closing. I had narrowed down my vehicle's ailment (my battery was dead, I got there after being stranded in Brookline while waiting more than an hour for AAA to show up) and simply wanted to buy a battery and have someone install it. Should have been a 5 minute procedure. I pulled up the the service bay, and the two technicians were eager to help. But after going in to inform their manager, they came out apologetically saying they can not do the job, their manager won't allow it. So I went and talked to their manager-on-staff, who proceeded to tell me her technicians were closed for the night. This after they were jumping to help me out. She and I argued for 15 minutes, before on the said technicians came in and volunteered (again) to install a new battery. She finally acquiesced, but not before making a scene. The purchase was completed by 8:59, and the battery in mere moments later. The whole purchase/installation could not have taken more than 10 minutes. Pep boys gets a single star because their battery works wonderfully, and the technician (Thank you Dameyon!) was willing to stand up to his boss and volunteer publicly to install the battery. I do not know where the tech learned his common courtesy and customer service skills, but it certainly wasn't from the shorter, curly haired woman closing up shop last night. read more

Don't make the same mistake I did. Please!! Go someplace else for tires. I needed to buy and have tires installed on my car. I called and they gave me an appointment. I arrived, and the guy behind the counter (Francois), checked, and then told me that he didn't think they had the tires. He asked me who had I spoken to. I didn't know. He asked me to hold on while he checked. He headed to the back of the store. He came back about 10 minutes later, checked the computer again and asked me to hold on, and headed to the back of the store again. This went on for nearly an hour. Back and forth. Francios seemed more and more confused every time he came back to the front of the store. I ignored my gut warning to just leave and go some place else. I waited, because I had left work for this appointment, and I figured I was already here. Finally, he tells me that he doesn't have the tires that I was promised, but he had a "higher" end tire "Continental Tires", but they would cost more, and they weren't buy 3 get one free like the advertised ones on the internet. Now, I'm upset. I asked to speak to a manager. Francios, informed me that he was the manager. So I asked to speak with someone above him. He called John. John's nametag confirmed that he was a manager. Well, John said that he was the person who had spoken to me on the phone earlier, and that he had put the tires away for me. Okay.. Why didn't Francios ask John or any of his colleagues if they had made the appointment? That was my question. Ok.. Not a great experience, but now they have the tires, it's buy 3 get one free. Let's just do this so I can get out of here. 30 minutes later, Francios calls me. The mechanic say I need to get new breaks, that I'm medal on medal, and that I have to get breaks as a matter of safety and it would cost an additional $500. Really... You hear those wise tails about how mechanic try and take advantage of women. But really. Of course I refused. By now, I'm beyond mad, and on the phone with a family member. He asked, what did I agree to, what did I sign for? Huh? He asked if they gave me an itemization of the costs. No, they just told me that the tires were $79/ea, and the fourth would be free. He told me to ask for the itemization. There was none. Francois show me on the computer. Now, he tells me that I have to pay hazard, Rotation and labor, bringing the total to $570. He told me that the only way to get the buy 3 get one free, was to agree to these other charges. Now I hit the ceiling. I couldn't believe they were trying to rip me off like this. John comes back out, and claims that he explain this all to me. He didn't. "show me where I signed" or put the old tires back on. At this point I didn't care. What a nightmare. Bait and Switch... After a standoff, we settled on $417. I know I got ripped me off. Lastly, as I'm standing there, at the register paying, this inflated bill, Francios apologies to me for about the fourth time. He goes on to tell me how he doesn't like to see people get so upset, because he's a Christian, and at the end of the day when he goes home to his wife and daughter, and he's ok. He may have been ok, but I wasn't. I left feeling violated and totally taken advantage of. I know this review is long, and I can't go back and change the decision I made to stay and do business with Pep Boys. I know I will never again, and I hope others will learn from my poor judgment. read more

ZERO STAR!!! Simply unprofessional! I had to go there three times to get something checked and guess what they told me different problem every time and asked to book another appointment and get is rechecked. Worst of all every time you go there with an appointment, first thing the guy over the counter tells you is that he can't fit you in today, no slots. When I frowned little and showed some tantrum then he agreed to manage it as if doing some social service. They never follow up and keep missing your paperwork which is icing on the cake. Oil change, tire change...yeah that's all they can do!!! read more

Okay so first off, I would never get service done at a retail store. When I drove a Subaru, I went to a dealership or a place that specialized in Subarus. Now that I have a BMW, I bring it to the dealership or a place that specializes in BMWs. The best Techs will work at a dealership or a specialty shop - not at a place that sells windshield wiper fluid. So based on the 1-star reviews, I would suggest not bringing your car here for service. I'll get off my soapbox. I go to Pep Boys when I need something that I forgot to buy online. Recently they had a 35% off sale that applied to all my detailing products. Much to my surprise, they had a good selection of Griots and Meguiars Professional products in store. I placed my order online for in store pickup. When I went to pick it up, the order was wrong. I had a feeling it was the Cashiers first day on the job because he had no idea what was going on. He told me I could just go pick out the right products and be on my way since I had already paid online. I found it odd that I was told to go get them by myself, but I digress. I grabbed the few items they missed, a couple other items I wanted, and brought them back to the register. He gave me a receipt for the items I paid for online, never scanned the new items, and went to go talk to a woman who could have been a customer or his baby's momma. Now, at this point, I could have easily walked out with the items I hadn't paid for, but that would be stealing and quite frankly I don't need to steal some Rain-X. I gestured to him that he had forgotten a couple things, so he told me he'd be a few minutes. Finally he comes back, rings up the 2 new items, and then goes back to talking to that distracting succubus. I had over $100 in product and would have appreciated if he put them in a bag for me, but that was apparently beneath him. Fortunately one of the items I was purchasing was a new car wash bucket, so I just put everything in the bucket and left. I'm giving a 3-star because they do have a great selection and this 35% off sale beat Amazon's prices for these items. The service I received this last visit was horrendous though (but what do you expect for $9/hr). read more

Chose PB to purchase and install four new tires. I learned from other reviewers that if you order something online it doesn't mean they will have it in store. I called ahead, they only had two of the four I ordered. Instead of my 9am appointment, I waited until 11:30am when they were able to bring two tires in from another store. 2.5hrs later they had finished the install but showed no signs of starting the alignment anytime soon. I skipped the alignment :( made it out with the new tires, but frustrating, disorganized system where web orders and appointments have no bearing on the reality of the store operation. This is not a reflection of the employees on the ground in anyway. The logics system/process is completely broken in this organization. Whichever executive owns the user experience, it's time to step up and fix it. Turn your 1-2 star reviews into 4-5 stars. Summary: Can save a few bucks but waste a lot of time. I'd rather I'll pay a bit more for a better experience. read more

Expect long waits for simple service, a mostly standoffish and unhelpful staff, horrible customer service, and a fair amount of hidden costs. You will rarely get a return call and you should tack a few extra hours on any time they approximate your service to take. Find your self a nice mom and pop place, bite the bullet for what will seem like higher prices, and rest assure that your car is in good hands somewhere far away from pep boys. The only good reason I can see for this place is the abundance of car parts, gear and accessories you can purchase from them. I'll get my oil here, maybe even some shop rags and air filters, but steer clear of the service center. It's a shame too - a few of the mechanics seem like decent guys. read more

Don't even know where to start, "left foot, Right foot, Left finger, Right finger" Decided to turn down the volume of negative reviews unless they were absolutely necessary, well this is screw up/poor customer service of the year material, but for the staff here it seems to be an everyday thing. Even though I did have long waiting visits here, I was taken care of before here not that it was the best attitude or anything, but I always had cheaper options and top tier selections to choose from if needed. This was my go-to place and I rated this place really high and wouldn't go elsewhere for new tires despite the long waiting time even when slow. I probably came well over 4 times for different vehicles (without counting recommendations)for tires in the past 3 years without counting the visits for parts. I scheduled my appointment 3 days ahead for 4:00pm to have both front tires replaced and alligned and was told the earlier I arrived the better. I arrived on the day of the appointment and couldn't be found on the computer and had to point out my name for the guy. Everything gets set and I sit down at 3:30 there was another gentlemen that came just a sec after me too. Not to mention I was with my 2 kids. As time passed by and the kids grew impatient (I don't blame them)it wasn't till 5:30 when I checked and saw they had put my car down and took it out of the garage. I thought I was done and patiently waited for the staff to come with my paperwork and keys but no one did so around 5:40 I went to ask and was informed with little interest as usual that it was waiting to be put on the rail for alignment and it shouldn't take more than a half hour. At this very point my gut told me I should cancel the alignment and save time and trouble. As the half hour passed the other tall employee came in which im guessing is the manager in that department. It was then I was told it was actually going to be put on the rail and aligned even though this was suppose to happen a half hour ago. He came to ask if it had been aligned before and insisted there was no specific waiting time due to the cars year and it could take from 45 minutes to well over an hour and a half! I sat down and grew grey hairs waiting. I left to stretch out and grab a bite somewhere as I was given no apologies or acknowledged I was there with two small children over 2 hours. It wasn't till I got back they were finally done, and from 3:30 I actually left at 7:20! 10 minutes shy of 4 hours? Thats insane! Theres no excuse for such service and treatment! At the two hour mark I basically didn't complain or throw a fit I simply let them see as far as they would go and they certainly pushed every bit they could out of the mediocre display they call their jobs. There were no apologies, no explanations and overall no damms given about me just sitting there or having small kids with me at that! I mean it just makes me laugh they actually just went along with everything! This is the norm for them! Like they haven't done anything! And to top it off I only got to peak at the tires by the time it was dark so it wasn't till the weekend I noticed one hub cap missing, out of many many tire changes this has never been an issue. I came back and waited to be seen by someone and there was one guy in front of me same guy who couldn't even find my name, he was slipping through papers from a folder like he was actually putting something into the computer. Annnd.. I guess I must of been wearing my Casper costume because to this guy I was obviously invisible. But I wasn't invisible when he was looking to take my money and put in my purchase while logged in under his name, -Nice! I had to interrupt Mr.Smiles (yeah slimmer younger guy) who seems to be miserable under the clock and has his face programmed to a constant frown while working hours. He "checked" in the back and found nothing supposedly. After talking about contacting the person who worked on the car, some rude sarcasm and disinterest I told him to keep it. Another mention this second visit went down as the manager was going at it with another angry customer about the service on his car going sour. Horrible, slow service Inconsiderate Non existent customer service Overpriced (except for tire options) Will never comeback here, please don't contact me about discussing anything my service/treatment was condoned with a present and acting manager so that about seals it... read more

What can you say about Pep Boys? Manny, Moe, and Jack's auto supply meccas are still going strong. The one in Dedham has plenty of parking, is huge inside, and apparently has a full auto shop too (though I haven't brought my car there... and probably wouldn't). If you're looking for some crappy rim covers, quick detailing spray, bulbs for your lights, a new license plate frame, tribal-flame car seat covers (who doesn't need tribal-flame car seat covers?) or a chrome skull trailer hitch cover with red eyes that light up when you brake, you'll find it here. However, they don't seem to carry truck nuts. :( I guess we'll just have to content ourselves with going to gotnutz.net, "Your Truck Nuts Superstore." No, really. read more

There are a lot of good mechanics in this area. Don't settle for this awful place. They are unfriendly and disorganized. I came to get my tail light bulbs replaced. A fairly quick operation you would think. The person told me half an hour then they would get me in. A mechanic confirmed. I asked if I could come back in a half hour, but no because it's first come first serve. Ok, I decide to wait. As they take my information, they're already talking about all the things that could have made my lights go out and possibly needing more diagnostics. I just want new tail light bulbs, not a full work up. Almost an hour later and they still haven't even moved my car into the bay. I asked for my keys back and left. This place is like a puppy mill, just trying to turn a profit. Not personalized. Not a fun experience. Drove down the road and got immediate service from friendly people. read more

Tonight my car was overheating, pulled in went to the service desk spoke with Keith. He remembered me, my car and the service that was done on my car and o ths prior. Keith figured out the problem, minor fix which stopped the smoking. He was my hero once again. Amazing Customer Service, knowledgeable, friendly and never tried to "upsell" me into services that was not needed. I greatly appreciate Keith, thank you for treating me like valued customer. read more

What saved this review from getting 1 star is Fernando. I made arrangements to drop off my 2014 Nissan Altima @ 4pm for a variety of preventive care, but specifically breaks. When I dropped it off with Gary (the manager mind-you), he told me they didn't have the break pads in the system. Asked me if I still wanted the remaining services (obviously I did - I took time off work to bring the car in). Came back at 6:30 to see no Gary, instead another mechanic (Fernando). Same issue - couldn't find the pads in the system. So naturally, he WALKED IN THE BACK, and located a set of break pads. The guy was the man. Made sure the breaks got some same night. Helped with any discount available. Made me feel like I got a great deal despite the inconvenience. The guys in the thick of it can make the best managers - promote this guy! read more

The employees were helpful -and friendly enough. However, after spending over $700 and leaving my car there for a week, it is still not fixed. The "check engine" light came on literally 1 day after getting my car back. This place is the "super cuts" of automotive work. read more

I went to the store to buy rims and the guy at the service desk tole me to order them online because that's they best way...so that's what I did. They were supposed to email me to tell me when the rims arrived.....never got an email. So I called the store the next week (5 days later) and they said that the rims were in the back, (so no one was going to call me?). The guy said I can come back that afternoon to put them on....I drove to the store and when I get there now they're telling me that I needed hubcentric rings....something I never heard of until then and was never told to order. So they order them and said it would be there by Monday (it was Friday). I waited until tues and called them and was put on hold twice and then hung up on. When I called back and finally spoke to someone they said there was a prob with the order and they would reorder it . So now it's 2 1/2 weeks since I ordered the rims. I call back the next week to see if they arrive and they have so I go down to the store again and they start telling me a different story...I made sure they looked through the entire back room before I left...and they found it. So now my car is up and the wheels are off but now they're telling me I needed lugs . But it's something that only a store employee can order.....why don't this things come with the rims. I was about to ask for a refund an go home but they happened to find some somewhere behind a desk. Total of about 3 1/2 weeks to put on some rims that were sitting in their back room. Very unorganized, and a lot of running around. 2 stars because inside the actual store is stoppable. read more

Zero stars if I could. Made a Sunday appointment the week before a family trip for a trailer hitch needed for a bike rack. I showed up only to be told the technician who was supposed to do the install had left the country 5 days ago. I asked why nobody let me know, and I got a shoulder shrug. Now I have to take time off from my new job for the install or I can't take our bikes on vacation. Wasted 1.5 hrs going to store then frantically calling other places for help. Awesome. ***UPDATE*** I showed up for a second attempt only to find out that the technicians called out sick so they could take a long weekend. I then asked the assistant manager if any other location could do the install. I then had to drive with the part for 40 minutes to get it installed. Will never, ever go to pep boys again. read more

AVOID AT ANY COST !!!! **** Update: After the fourth visit, the proof that the 3 previous jobs were a well below sub-par, and a SECOND set of NEW rotors, as well as a second set of pads, the squeaking and screaming coming from the front wheels is gone. 4 visits, 1 set of new rotors, a resurfacing, another set of new rotors, 2 sets of new pads and 30 hours in the shop. For a break job. Well done ..... Well, at least they honor the warranty. 1 star for that. ******* old review: Probably the worst experience in automotive maintenance that I have experienced in my entire life. (~45) Pep Boys Dedham has showed to me the utmost negligence and the worst service you could ever imagine. Not only they failed to change correctly breaks on a common vehicle, but they also damaged the rotors. I had to return twice for them to be able to "finish" what can be qualified as a well below standard job. After the first try, and a formal complain to corporate about the massacre, I was "graciously" given new rotors, that they "F***** up again. They had to resurface brand new rotors due to a "mechanical" issue on the pads after less than 200 miles. I am probably the only idiot with "new rotors" that were in need of a resurfacing after only 200 miles. On the top of that, I was obviously lied to in regards to the job done, and the reason why at first new rotors were "needed". So, Please, go to Pep Boys to experience what a true nightmare can be. read more

For tires, this place is solid. The staff was helpful and I got out in time to get my kids from school. They have good rebates and warranties. I really don't I could have done better any place else. read more

Ordered tires online and confirmed they were in stock. Went a few days later to get them installed and they were out of stock. After explaining the situation to Christian, he did some checking and ended up installing upgraded tires at a comparable price. He did the right thing which you don't find everyday. I highly recommend this store. read more

I had a spare tire on my car and I needed a replacement. I made an appointment online 3 hours prior to the appointment. When I went online, it asked me question about my car that I was unsure (type of trim, type of transmission, etc.). I like how it had the "I don't know" option. I called to double check my appointment went through and to make sure they had the tire I needed in stock, they did. I got there 20 minutes prior to my appointment. I spoke with a woman named Joanna who was VERY helpful. She showed me four options of tires I could choose from. I don't know much about tires, so I asked for her opinion and she helped me choose the best fit for my VW Jetta. I also informed her I wanted a few other things done such as replacing my headlights and checking the air in all my tires. She wrote down everything I asked her. I only had to wait about an hour to get my car fixed. Joanna was very helpful and I left a VERY HAPPY customer. I would definitely recommend this for a fast, easy fix for whatever you need! read more

Brought my car to be looked at and had a scheduled appointment for 1 pm. I called in advance to ensure they were running on time and was told yes they were but they had a number of cars on the platforms and only one mechanic...on a Sunday. So bring my car down to have the breaks inspected. Was told i need all four brake pads replaced AND the rotors in the rear replaced...for $450. I am no mechanic but did not believe the rotors needed to be replaced and had to head back to work after being there for 75 minutes. Brought it to another mechanic closer to home to have them inspected since felt heir quote and assessment was unreasonable for a 2014 car and did not inform them of this places' assessment. Was told I only needed the brake pads in the rear replaced and that the rotors look fine. Bottom line: if you want to get ripped off, highly recommend. If not...I suggest just about anywhere else. read more

I have been to pepboys for couple of times now. The place got renovated and looks better now, with better and faster service. First i had an issue with my audi regulator and was told the truth that it might be a pain and was told that an audi mechanic would be better off this time. Second i had my tire changed in no time and 3 month after had my tire repaired due to a nail. The overall timing to make the fix was less than 15 mins. I talked to the managers and service technician and were very freindly. I was also given free battery diagnostic. Overall customer experience was great, and service impeccable and fast. read more

Disaster. Unorganized. Rude indifferent staff . Stay away from this place . Made appointment online for an oil change. They sort of chuckled . With online appointments I was told they just bunch them all together. I was told at least a two hour wait . No apology no offer to reschedule. Wow I guess they don't need the business !!! I emailed customer service . No response read more

Yesterday, my husband went to a nearby station to fill his car up with gas. When he was finished, he couldn't start his car again so he called me and I drove down to give him a jump. The car still wouldn't start and after some help from a nice passerby, we all agreed it was the starter that had failed. This was probably around 2:30-3:00PM on rainy Sunday afternoon. We called AAA to come tow the car and jumped on Yelp to find the nearest auto repair shop that was open on a Sunday. Pep Boys is open until 6PM on Sundays and my husband called them to see if they could help us. They had the starter part for my husband's car and said that if we could get the car there by 4:30PM, they would help us. We made it to the shop by 4:20PM with the car towed by AAA and Pep Boys took it right into the garage. By 5:30- 5:45PM the car was fixed and we were on our way. Very prompt service on a Sunday! We'll consider them again in the future. read more

PepBoys is the original auto parts store in Dedham, and really one of the best in the area. PepBoys is much larger than any of their competitors, such as Auto Zone or Advance Auto Parts. While I've been to both of the competitors, the selection and inventory don't compare to PepBoys, which can be both a good thing and a bad thing. Sometimes, if you're just looking for a basic car product, a smaller store might be the best option, while other times when you are looking for something rare, specific, or different, PepBoys may be the best option. This PepBoys is the only store within 20 miles, and is located on Providence Highway in Dedham, the Northbound side. It is accessible via Eastern Avenue (there is no sign from this way though, and this entrance sneaks up right before Mah Way....) or Providence Highway. The staff are friendly, at the registers, and around the store, and really take an interest in helping customers. I have bought tires here in the past and have always had great experiences, and continue to do so. They also do some auto repair stuff in the bays on the side of the building. I haven't used this before but heard about it from others, as I live in the area, and always heard good experiences. Definitely the auto part superstore in Dedham.... while the others are all much smaller. Still individualized service and great prices. I will continue getting tires here in the future. 5 stars. read more

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Excellent service. I needed my tire replaced with the spare one. It had a hole in it. I was in a rush as my family member was coming to town. I pulled in try understood the urgency and within 5-10min they got down to work and helped me... Very appreciative of there efforts! read more

Pep Boys - Some tires while I was here - Tires Near Me - Dedham, Massachusetts

This store is awesome. The staff is super friendly and helpful. They were really nice and accommodating. I felt like they really cared about me and my safety. Thank you to everyone that helped me with my vehicle maintenance. read more

Overall great friendly service. No gimmicks no hassell just good service with reasonable pricing.

I went to the Dedham store today to buy a brake light bulb for my daughters car. I was helped by associate Jim. He went out to my car and verified the correct bulb and showed me the proper way to access and replace it. It is a rare employee that takes customer service to the next level. Great job Jim. Thank you! read more

A Great Customer Experience At Pep Boys! Special Thanks to Fernando Avila I have many wonderful things to do in life-- A job that allows me to travel the world, Boston Symphony Orchestra concerts, my son's 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 Boy's on Providence highway as I had previously good experiences there As 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." What's even more cool is that at least some of the employees in this store put their heart and soul into living up to it I was greeted by Rob a Supervisor with razor cut hair and long beard who acts like Mission Control at this store keeping the traffic moving. It was a busy day in the shop however and I had to wait for a long time for the estimate, & Rob's 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 Tacoma's 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 customer's side of the tennis court rather than on the company's 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 it If 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 $50 I 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. read more

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. read more

I went in to buy filter, battery and oil to do some maintenance on my 1966 Mustang. I buy quite a few parts to keep her on the road so am frequently visit auto parts stores. This Pep Boys is very conveniently located to me in Dedham, MA. Last Saturday, I found the battery i needed and oil and oil filter that was a combination deal posted near the oil. I was having trouble finding the filter and stopped to ask the parts person (Bob or Rob) for help and he told me just to go back and look for it harder. When I got to the register, the rude sales person (Kelly) told me the oil and filter was $15 more than posted on the display. I told her that I it was advertised for much less and showed her the add from the display. She explained to me that the sale date (in small print) had passed and that why I had to pay more. Turns out this was also the case for the battery (computer said $137 and display said $130). She implied that I was cheap for wanting the posted price. She honored the battery price but not the oil. Every other retail establishment I have ever been to honors the mistaken posted price and corrects it. Come on guys, I bet you can find sales people that won't insult customers. I bet they can even keep the store shelves stocked and display prices correct. Maybe they can behave that way for their other burly mechanic customers but i won't be going back. read more

THIS IS PLACE IS SO AWFUL!!! They LIED to me about patching my tire even made up a story of finding metal. Two days later tire light back on...took it to Sullivan's in Quincy...and ready for it they found no patch. Pep boys was busy that day and almost didn't honor our appointment they totally lied to get me out of the door. How do you lie about what's going on with someone's car. Sad and unprofessional. read more

I needed to get new tires and an alignment on my car, I knew it was going to be a bit pricy but an associate named Keith helped with that and made sure that my tires would last for years to come. He knew how frustrated I was, but he was very patient. Great service and very cooperative. read more

Just went in for a service, made an appointment with them for 10am, get there and they do an inspection. 3 hours go by before before I get up and the personnel are just on the phone. Nothing, gets done, they say the car is great, mechanic tells me the car has been inspecte for hours. They gave them the paperwork, the front desk couldn't get up and tell me the car was done. Unprofessional and monkeys are running this place, worst service ever. Car still makes the noise, break pads are in tact apparently but the car feels like is crying. read more