Shoddy automotive service and terrible customer service. Took my car in one day to have the tires rotated and balanced as part of the maintenance package I purchased with my tires. The tires may have been rotated that day but were never balanced (as evidenced by my car severely shaking as I drove it on the highway). I took it back and explained that I had just brought my car in for a tire rotation but they didn't balance the tires. I proceeded to get a lecture from the service rep (who never pulled up my record or checked paperwork to see what was actually done on the car) that the tires weren't balanced because I didn't expressly ask for the tires to be balanced when I brought the car in for the tire rotation. I have been bringing my car to various places (including this pep boys) to have the tires rotated for years and have NEVER had to expressly ask for the tires to be balanced when they were rotated....that's just part of the service. Additionally, the tire balance was ON THE ORIGIONAL WORK ORDER!!! But never the less, the fact that the tires weren't balanced was MY fault because they claim I didn't ask them to do it. Later I called and asked to talk to the service manager who tried to tell me the same crap....that the tires weren't balanced because I didn't ask for it (again without looking at any paperwork to see what actually happened). He couldn't begin to explain why I had a work order and receipt that showed the tires were supposed to be balanced, but they never were....just kept saying it was my fault and making excuses. At no point did the service rep or manager ever actually look at my paperwork or records to see what the mistake could have been, apologize for not balancing my tires when they were rotated (which cost me an extra hour and a half of my day and two uber rides), or admit they could have possibly made any mistake at all. Now because of the tire service package I already purchased, I'm stuck with them till I get new tires unless I want to pay to have them rotated somewhere else. I would avoid getting tires here at all cost. Quick PS in case PepBoys is reading this...this could all have been avoided the minute I brought the car back to have the tires balanced, if your service rep had said something like "oh I'm sorry ma'm that should have been done when your tires were rotated, let me get that done for you right away, I apologize for the inconvenience" instead of "let me explain something to you.... Tires have to be balanced every 6 months....and you didn't ask for that when you brought the car in....if it's not on the paper we don't do it..." now you have one pissed off customer....a little customer service goes a long way....just saying. read more

Awful customer service and lack of professionalism. These guys just don't get it or don't care. Went in for a simple oil change and waited over 20 minutes just to schedule the work. Not that the place was busy, but the fact that they were on their cell phones attending to private matters disregarding the two customers in line. Do yourself a favor and stay away. read more

Let me start off by saying that right now I want to give Pep Boys a lower number of stars but I'm taking into consideration the good prices that they have on most of their products and one of their mechanics that always gives it to me straight and tries to give me the best deals he possibly can't without screwing me over. My most recent with experience with Pep Boys however has left a sour taste in my mouth. I went in this past Saturday because I was having a LOT of road noise with my car and I assumed it was because I needed new tires because I had purchased used tires a few months back so since I had all my tires mis-matched (even though they all had good tread) that was causing the issue. I explained this to the guy working there and told that I thought it was the tires but I wasn't sure. He didn't bother to take a look or suggest what else he thinks the noise might be caused by. I'm not a mechanic...I can only suggest what I think it is. It's your job to take a look at the car and TELL me if I was right or if it might be something else. Unfortunately the one mechanic that I do trust and will take a look at it and give it to me straight wasn't there. Instead he just signs me up for 4 new tires. I end up paying about $500 for new tires and I leave only to find out over the next couple of days that I'm still having the noise. So I bring it back a couple of days later when I had a chance and I see the mechanic that I do trust and he puts it up on the lift for me and takes a quick look at it and tells me that it's my back baring that is causing the noise...and he even shows it to me so I can see exactly how he came to that conclusion. I inquire how much it would be to fix the baring so my car will stop making this God forsaken noise. With the part and labor I was looking at about $200....after having already spent $500 a few days earlier when I probably could have kept those tires for a few more months and fixed the baring instead saving myself $300 for the time being. At this point I don't have the money to pay for the baring so I screwed with new tires and a messed up baring that sound like I'm driving an off road vehicle. Had the guy I originally spoke to taken two minutes (or less) of his time to figure out what the real problem I would be a lot happier right now, instead they have a pissed off customer that doesn't want to do business with them anymore if at all possible. The ONLY reason I will even get some kind of service done at Pep Boys anymore is if I take to that specific mechanic that always gives it to me straight. If not, I would rather take it to the dealership and have them charge me more but at least I know they are going to do the job right. read more

Update: After almost 5 years of not coming here I finally went back, no change at all. Same lazy management and mechanics, there is no attention to detail, Alex is still working their which is the guy that majority of these bad reviews speak of. When I arrived this visit there were only 2 cars in the garage and 5 mechanics, i gave them my keys and it took the 2 hours to get my car in(only because I asked how long my car was going to take was when they said my car was next), 1 hr 38 minutes to change oil and rotate tires. And the mechanics kept disappearing to the back room, never came out with parts or anything. There is so much more potential with this shop and no is doing anything about it. Original Review: I wish yelp had 0 stars... Friday at 6:30pm I take my truck in because i need them to plug my tire, due to a nail that punctured my tire, i put fix-a-flat in it, so i was still driving with the tire. I also told them to rotate my tires. Bill came out to $40, typically i would not pay this but because of time I was unable to make it out to Tire Kingdom (where i normally take my truck). Sunday morning i take my family (2 kids under 2 yrs old and wife) out to eat as i get back in the car from the restaurant i noticed that the nail is still in my tire. I called Pep Boys and asked them if they usually take out the nail to put in the plug? He says yes, then i said well you guys charged me for a plug that you did not put in and he says does the tire feel fine when you drive the car, and i say yes because I put fix-a-flat a few days ago, then he tells me to just bring it in. I am not taking it back to them because i shouldn't have to hold your hand and tell you how to do your job. Clifford was the manager on duty at the time. What pissed me off was the lazy mechanic (light skin Hispanic, stomach pops out a bit, about 5ft 9in, has a beard and black hair, also lazy looking face) that worked on the car put my families life at risk because we are usually on the highway driving places. read more

I was having a problem with my air conditioning, it wasn't cooling! As you can imagine it was getting unbearable, so I went to have them check my system. I thought maybe it just needed coolant or something, okay no big deal. I get there, told them the issue, they took my car back and after about 20 minutes or so they called me back to the cashier area. They told me my car had a bad compressor, and it needed coolant and it was going to cost between $1,200 to $1,500 to have it fixed. After telling them that wasn't happening and it was literally more than the car was worth, they charged me $50 for checking it and I left. I told my dad about it and he suggested I go to his mechanic. I figured, okay at least maybe a small shop might not charge me so much since they don't have the huge overhead. I followed my dad to the shop on a Friday and dropped my car off and he drove me to work. He called me early in the afternoon to tell me he was picking me up. When I got in the car I asked him what he'd heard about the car, and he said that it was fixed! Huh? I asked him how was it done so fast and how much it cost. He said that it cost $90! When I got to the shop the mechanic told me there was nothing wrong with the compressor and that the only thing that was wrong is I might have a leak in one of the hoses, but that he didn't see any evidence of a leak. So he filled it up with coolant/freon or whatever it is and I am now freezing my ass off in my car. I will never go to this store again. I feel like they were trying to take major advantage of me! read more

First time ever and last. My husband went to pick up his car exactly at 6 like he was advise. He never received a phone call to pick up the car when ready and paid $20 bucks to and from to get home and to Pep boys, once he arrived he came to find out that the doors were closed. The person who received the car for the oil change saw him and walked straight to the back Ignored he was standing outside. Not only is it our only car. We don't know how to get to work, school, and inconvenience our schedule. When I read the reviews, I didn't want to believe them. I wanted to give them a chance but instead here is another bad review. I highly don't recommend this location. Never again. I'll stay with my Goodyear. read more

Customer service non existent, empty for help. Always one line open even if busy. Lack of reordering stuff that they have run out of.

I would've given 0 stars if possible. Add a service fee of 22 dollars without saying anything and when I asked what it was for THEY HAD NO IDEA!!!!!! Didn't put air in my tires even though the tire light was on. They said they were afraid to our air because the tires were worn out. When asked them if I was supposed to just drive without air they realized how stupid they sounded and put air in the tires. HORRENDOUS, DO NOT GO TO THIS PEP BOYS!!!!!! read more

I love PEPBOYS AUTO they have great prices and the staff is always always friendly I love PEPBOYS AUTO

Made an appointment for a oil change at 11 am with a note that I will wait on my car to be serviced. This was for a conventional oil change which is at tops a 30 minute job. My car was not worked on for 2 hours. No-one in the store bothered giving a explanation or a eta or even an apology. Again this is a oil change. I will never use pep boys again. read more

They have NO TYPE of customer service. Went to BJ'S because they have horrible service. No sense of urgency.

If your looking to wait for service from their "expert technicians" go elsewhere. Waited half an hour while one tech attended a client, the other was conversing with that same client, and the other was on the phone the whole time. Props to the cashier that told me to have a wonderful day while i walked out unattended. I will never go their again. read more

Worst customer service. Takes forever for simple install of battery. Waited for 2 hrs and 40 minutes. Then I proceeded to wait 30 minutes to just pay for the service. Next time I will not be going here!!! read more

Waited over an hour to get a tire swapped out....ONE HOUR when I could have purchased the parts and figured out how to do it myself. On top of that the employees were inattentive and didn't seem to care that I was waiting to speak to somebody to ask a simple question. Nothing else can describe how I feel other than disappointment. I work in customer service everyday and in this pep boys location I observed nothing of the sort. This location is just down the street from my job which is why I came but I'll roll my car someplace else before coming back here. read more

I went to the nearest Advance Discount Auto place by my work. I simply needed a new battery but they refused to change it because they said the intake valve runs over my battery. They advised I take my car to my mechanic. I just started a new job and am unable to take time off work. So I decided to try Pep Boys although it was far out of my way. They are open late, til 9:00pm so I had high hopes hey could help me out. And they did! They went above and beyond, I can't say enough good about the staff. I was worried they would try to upsell and get me to purchase things I didn't need but not at all. If anything they encouraged me to use coupons and helped me decided what couples I would benefit most from. I ended up deciding to get an oil change while I was there. I am very please and will be relying on them for all my future car service and maintenance. read more

I had a very bad experience with this vendor. I purchased a complete brake kit for my car which included pads, rotors and two replacement calipers for my Accord. They were the right products but I ended up not needing them and tried to return them. I went with EVERYTHING that came in the order and was told that I had to do this online. NEVER have I ever encountered such a disorganized return for online order. I've shopped with them for years and never once had an issue, they've always had better pricing than their competitors. But for such an expensive order you would think they would be much more organized. I strongly hope someone who can resolve my issue from there reads this and contacts me ASAP! read more

Use to have excellent service. Something change with management. Went in with oil change coupon for $19.99, 2 additional quatrs of oil doubled the price. Felt like bait & switch. read more

Anytime I have an issue with my car they fix it I love this location they are the best specially Courtney and the mechanic Eric that are the best!! read more

Great experience!!!! I have a 2006 Nissan Armada the had an oil leak around oil filter. Dealer quoted me a cost of almost $1000 for repair. I went to Pep Boy's they identified source of problem and repaired it ford under $100. There was an issue with obtaining part needed and a service rep went in his own vehichle to pick part up. Management is above excellent (Plinio and Ruben). I've taken my truck to Nissan for service ever since I bought my truck new. I will only take it to this particular location for now on. Truely satisfied costomer. James B. read more

Went to buy tires just needed two, right away they say you have to put the new ones on the rear, I politely tell them that my rear ones are less than a year old and I personally feel better with the new ones up front, after all if you do have to swerve in the rain it,s better to be able to turn then to slide..... Okay NO SALE,,,, I was raised to pick my own clothes and colors and tire sizes, I don't mind a suggestion and will consider it, but in the long run it's my choice, and ditto on the previous review there is only one mechanic that has been there for years, when he is gone watch out they work on commission so anything goes...... Trust me I know this place well because I took care of my customers honestly and fairly for almost twenty years, read more

Horrendous customer experiences. Where to begin? I got my oil changed only to find out that my oil filter hadn't been screwed in all the way. It was finger loose. My girlfriend had to have some work done after hitting a curb. Despite having numerous parts replaced at their insistence and shelling out hundreds of dollars, they couldn't even bother to align the car properly. She also figured she'd get a burnt out tail light replaced while she was there and they didn't even bother, although they charged her. We had to take it to another mechanic who pointed out their shoddy work. My younger brother had an engine oil leak due to a damaged valve cover. We got a quote and came back the next week only to find out the price had tripled and the car would have to be in the shop for "4 or 5 days". Turns out the guy behind the counter was looking up the wrong info and barely knew how to use the computer system. We called the manager over to get to the bottom of it, but even so there were no apologies. On the way home after the repair the car started randomly shutting down, something it had never done before. We turned around and they didn't want to admit fault or even take a look at it without us paying for a full diagnostic test. We ended up going to another mechanic to fix their crummy work. Turns out they didn't even add oil or mention that the car needed it. If a car comes in for an oil leak, don't you think it's their duty as mechanics and rational human beings to think that the oil levels might need to be checked? Instead the engine was almost destroyed. My mother went in for an oil and fluid change and they didn't bother to fill up her antifreeze. A week later her car overheated. It's a very Miami bro's club, "us vs the customer" place. And 9 times out of 10 the customer is in a pinch or doesn't know enough to complain. Last thing: I saw a mechanic do a burn out in a customer's car while I was waiting in the parking lot. These guys are the opposite of professionals. Take your money elsewhere. read more

I own a BMW which needed repair and the dealer provided me with a super high estimate. I drove down from BMW South to Pep Boys which is just a little further south on US 1. I am glad I did because I am extremely satisfied with the service and price I received at this Pep Boys. The service advisor, Rey was extremely professional and knowledgeable. Not only did they do a great job but they did it for a fraction of the cost of what the dealership was going to charge me. I got new brake pads, rotors, oil change, and lights repaired. The works was done in a timely manner, and Rey kept me posted on the progress and delivered on everything he promised. He is a great guy and really knows his stuff. I could not believe all the money I saved. I will be coming back! read more

Once again i have to take my car BACK to them after it's so called fixed. It never fail and its like the guy working on my car don't understand what he supposed to do or dont know how to do it. I can only go to pep boys when the manager EDWIN is there bcus he helps me through this process. Today the mechanic gave me and the guy at the desk attitude after i asked for my car to get put back together so i can go he walks off to talk to customers (women) in line so the guy at the desk asked him again he puts his hand up saying wait at this time im annoyed cus all i wanted was my car to get checked for the squealing noise when i stop on brakes, (which he just put on new rotors and brakes so thats why i went back) and it took him 2 hrs to say he dont know now he wants me to wait while he talks to ppl in line he dont get paid for that!! Or do it on lunch. At this point im about done with this place i only go back bcus i have warranty on the stuff they have done. He really pissed me off today. My brakes shouldnt be making screaming noise after that and i was told the front brakes are good so to me its basic math but he dont get it. Ugh!!! read more

My car had left me stranded. It was raining and I had already had a bad day. I called AAA to give my car a jump and was driving around looking to purchase a new battery just before closing time. I called Pep Boys and spoke with Mark. He was amazing, checked prices and warranty. I went over there and even though he was off the clock, he helped me out. After the purchasing battery, Anthony replaced the battery. Another wonderful person! They both worked on my car and were so professional and kind! I had been turned off by Pep Boys once, but I will definitely go back and ask for Mark and Anthony. Excellent service! read more

12/10/13 Today I had not just a good experience at Pep Boys in Cutler Bay, I had an Outstanding experience. I had the pleasure of being greeted by Lou with a firm and friendly hand shake. I let him know that i was having problems with my car starting and needed my tire to be plugged. Right away my car was serviced fast and thorough. Being the curious cat the I am I couldnt help my steer away from the window and Bill was working on my car and even did a couple extras that i didn't even know i needed such as checking my coolant, power steering and alignment, what a doll!!! When it was all said and done he came to the counter and made a few suggestions of future work i should have done to the car. As a first time customer and a lady, i felt like the work was honest and extremely reasonable. I'd most definitely recommend Pep Boys of Cutler Bay to all my friends and family. Thank You all and happy holidays. Respectfully Yours, Daisy M. read more

Saturday 17 Sep 2016 around 12.19 P.M. I went to the Pep Boy Store located at 10200 Broad Channel Dr, Miami, FL 33157 to buy a tool. At the moment of getting to the cash register a clerk named Michelle or Melissa, no wonder these days, was texting to her 1,400 friends. She looked disgusted to be interrupted but I pretended not giving importance to her attitude. After paying my tool I asked her in a very gentle manner if I was not going to get a plastic bag and she answered me that my magnetic telescope "was small". She continued with her texting and now, I was very upset, asked her if she was not going to at least thank me for my business. She ignored me. I went to complain to a mature clerk that was in the front desk of the mechanic shop and to my surprise told me that she was the Assistant Manager. This made wonder if the Assistant Manager treats this way Pep Boys customers what you can expect of their subordinates. This girl is the product of the new times that we are living. Violent, rude teenagers that they don't care about anything entering the work force. She is not to blame. But this girl is an antisocial individual who under any circumstance could be placed in contact with people. She would be of better use at a Correctional Facility. I think that the one that must be fired is not her but the store manager that promoted and named her Assistant Manager. No more Pep Boys for me. read more

Terrible experience... so I go yesterday to get my battery change spoke to the manager Edwin I believe is his name and so I went and told him how I had felt as if my car was having a problem starting like it was struggling so I assume it may be the battery can you please tell them to check if it is hen no problem we will change it today so I pay the $130 for the battery change and wait more or less 2 hours and then go on about my day... now, I go to a friends house at night and when I'm about to leave my car is not starting at all.... so she proceeds to put on jumper cables to ice it a boost so we had to leave them on for about a minute and go figure my car turned on and I was able to get home... now after I turned it off I tried to start it up again and nothing not a sound nothing... next morning I get the car to turn on struggling like crazy and unfortunately with my luck I accidentally hit the keys with my arm and they came out of the ignition and I wasn't able to get it running.... this is where I start to get mad. I call pep boys and they wanna charge me for a tow truck after I tell them my situation to take it over there.. how in the world is that even right if the guy who I spoke with even told me they check the battery voltage AND THE STARTER all together so he says "well idk you have to get the car over here some how to get it checked" .. first of all if I paid $130 and the manager himself said yup just the battery everything else was fine and my car takes a shit I'm sorry I'm not paying for a tow truck for a shitty job that they did and also don't appreciate getting attitude over the phone with the staff when dealing with an angry customer should definitely be trained better to deal with situations like these. What ended up happening was after the employee proceeded to say idk well you have to eat he car here somehow it's amazing how bitchy I had to get so he could change his tone and tell me "ok we will wave the tow truck fee no worries ma'am and we will check the car" Never coming back here after I fix this situation and not recommending this place at all. read more

i placed an order for tires on a saturday morning. the person assisting me stated. they should be in by 5 pm later today or at 11:am tomorrow at the lates. no one called me at 5 pm the day of the order or at 11 am the next day. i called pepboys the next after 11 am, to find out what happen to my order. no one knows anything about the order that i placed. i go over there, and they still can't find the order. i would have to talk to the person who made the order, on monday. monday a little before 1 pm, i talk to the person who place the order for me. he tells me some how some one cancel the order but he got an order arriving at 2 pm today. ok. i show up at 2:45 pm , no tires. i talk to the manager , he wan'ts me to wait another hour while he get some one to get the tire. bad bad bad service bad managemant , no way to run a business. read more