I had an awesome experience at Pep Boys in Franklin! The employees were incredibly accommodating and went above and beyond to help me out. They quickly took care of a few issues with my car, including replacing an anti‑theft lug nut, and made the whole process smooth and stress‑free. On top of that, my pup Odin absolutely loved everyone there -- the whole team treated him like a VIP guest. It's not every day you find a shop that takes great care of both you and your dog! Highly recommend this location for their friendly service, professionalism, and all‑around great atmosphere. read more

I scheduled an appointment for Saturday, June 13, at 8:30 AM to have my vehicle inspected for an engine overheating issue. Upon arrival, the service advisor, Ashley, stated that my appointment could not be located in the system. After I provided proof of the appointment and explained the overheating concern, I was quoted a price for an engine diagnostic and informed that the shop would proceed from there. Shortly after leaving the shop, Ashley contacted me and advised that the vehicle would not be inspected or diagnosed for at least two business days. When I later checked my appointment online, I discovered that it had been canceled by the shop. Two business days later, I received a call from Service Manager James ("Jim") Atkinson, who informed me that the thermostat and thermostat housing needed to be replaced and identified them as the primary cause of the overheating condition. During this conversation, no concerns were raised regarding the water pump, radiator, head gasket, coolant reservoir, hoses, or any other cooling system components. Later that same day, I contacted the shop for an update and again spoke with Ashley. She advised that the technician had reported a knocking sound from the engine and was uncomfortable releasing the vehicle at that time. On Wednesday, June 17, I received a call advising that the vehicle was ready for pickup. At that point, the vehicle had been in the shop for more than 72 hours. Upon pickup, I paid over $900 for five services and parts listed on the invoice. Unfortunately, less than 40 miles after leaving the shop, the engine overheated again. I also noticed a strong coolant odor. After pulling over and inspecting the engine bay, I found that the coolant reservoir--which had not been leaking and had been holding coolant when the vehicle was dropped off--was now nearly empty. Additionally, a new coolant leak had developed that was not present prior to service. Concerned by these findings, I sought a second opinion from an employee-owned independent auto shop. After performing diagnostic and cooling system pressure tests similar to those that Pep Boys represented as having been completed, the independent mechanic identified the actual cause of the overheating: a defective water pump with a failed impeller. The mechanic provided photographic evidence supporting this diagnosis. The independent mechanic also discovered that hardware was missing from the thermostat housing assembly that Pep Boys had recently serviced. According to the mechanic, the missing hardware was the source of the new coolant leak that appeared after Pep Boys completed the repair. Before authorizing the independent shop to perform any repairs, I contacted Mr. Atkinson to discuss these findings. I informed him of both the failed water pump and the missing hardware from the thermostat housing reassembled by technician Dylan M. I also asked what diagnostic procedures are normally performed when a vehicle is brought in with a primary complaint of overheating. Mr. Atkinson explained that technicians review diagnostic codes and perform any testing deemed necessary based on those codes. However, based on the evidence provided by the independent mechanic, it appears that either the necessary diagnostic procedures were not completed or they were not performed to the same standard of care. Had a proper diagnosis been conducted, the failed water pump should have been identified as the root cause of the overheating condition. Rather than addressing these concerns, Mr. Atkinson referenced the shop's warranty policy and stated that I should have returned the vehicle to Pep Boys before seeking a second opinion. He further indicated that obtaining an outside diagnosis could impact my ability to receive reimbursement or warranty consideration. This position is difficult to accept given that the actual failed component--the water pump--was never identified by Pep Boys, was not included on the repair invoice, and therefore would not have been covered under the repairs they performed. Additionally, the missing hardware from the thermostat housing created a new coolant leak that did not exist when the vehicle was initially dropped off. After spending more than $900, I was returned a vehicle that continued to overheat and was now leaking coolant. More concerning is the potential safety risk this created. Had the engine failed while traveling at highway speeds, the consequences could have been significantly more serious. When I raised these concerns and requested accountability for the misdiagnosis and workmanship issues, Mr. Atkinson declined to accept responsibility and maintained that nothing could be done because I did not first return the vehicle to Pep Boys. When I informed him that I was considering pursuing legal action through small claims court due to negligence and damages incurred, the conversation was abruptly ended. read more

Had an appointment scheduled here with exact tires wanted to be installed for appointment. Get to location and was told tires had to be sent to the store and would be a longer wait. A heads up prior to appointment would have been great.... But that's not even the real issue.... The customer service by the blonde lady at the front desk was absolutely awful. I had asked just a few simple questions and was talked to like I had ruined her day. Super rude and unresponsive with snobby facial expressions. Definitely unprofessional and will not be going back. Another customer asked a question and got the same snobby responses. Discount Tire in Greenwood definitely had a very welcoming approach and will be getting my business instead. Not sure if it was a bad day or she hated her job, but customer service should be a priority when working a front desk at a customer service business. 0 out of 10...... and do not recommend read more

They were running a special buy 3 tires get 1 free. The overall experience was pretty good although I did feel like 2 hours might be a little on the long side to get 4 tires installed. I had called the day before and made an appointment, so when I arrived they were able to get my car and get started. It was raining cats and dogs outside so it was good to see They have a nice waiting area with several chairs, magazines, tv, and a table. They also have a nice clean restroom in this area. There is also a large window so you can see the guys as they work on the vehicles. I personally sat at the table and read. Waiting was relatively comfortable, which is good because I waited for quite a bit. The guy inside was super nice and seemed pretty helpful to everyone coming in and out. Once my car was done I was able to pay and leave pretty quickly. read more

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They've had a couple management changes. Things are no longer the same and they messed up my brakes are my car. They admitted to putting the brake pad on backwards and now my brake makes a constant noise. Took it in to get fixed a few times and no luck so ended up going somewhere else. read more

Excellent service and has us repaired and back in the road in 20 minutes. So thankful!

They did a great job, they took me in on short notice, worked real quick on my car, and the guys are fun to talk to, great service all around read more

Amazing service from all of the gentlemen there. Been here several times for big and small mechanical repairs.

I have been here a few times to have things done to various vehicles. They are very nice people and do a great job. They have patched 2 or 3 tires for me and they never charged me a dime for doing it. They may be busy at times but that's because they do good work. I highly recommend them. read more

Got a great deal on a new set of tires for my truck. 50% off! Very nice Cooper all-terrain 18 inch wheel tires. Highly recommend this business. read more

Went and seen Zack today, young man knows is stuff, very professional group of technicians, highly recommend to any that needs tires and mechanical work read more