So where do I begin...oh yeah, when I walked inside this location of Pasadena at the Pep Boys on 1135 E. Colorado Blvd. I had purchased a car battery online, and made an appt. My appointment was scheduled for 2:00 p.m. I arrived there a half an hour earlier, just to be safe. When I walked through the door to the service desk, one of the service reps immediately indicated they were backed up in service and subsequently running 3 hours behind schedule. He seemed exasperated. When I told him I needed to speak with someone in auto parts, with an annoyed retort, he said, "Auto parts are inside. You are at the service area. " RUDE. What he didn't know, because he didn't bother to query, was that I was asking because the battery for which I purchased was in auto parts. I was feeling some kinda way at this point re: customer service, however; I did not let it get in my skin. He has no ambition to achieve beyond "how can I help you" ) so his limited social skills are explained in kind. That said, I went inside, the auto parts area and both of the auto reps were perfectly tuned into my need to pick up my battery and proceed to the service area. Both names are: Tony! Please reward them! I returned back to the service area with my battery. Another young man, I cannot remember his name, was at the service desk. I explained that I needed to get my battery installed. I indicated to him that when I booked online, there should have been notification of a three-hour wait. He had this stern, scornful and condescending look indicating to me that if I had selected "drop off" on the website, it would not have indicated. Further, he printed me a sheet from the computer, demonstrating there is a differentiation between the coded "waiting" and "drop off" as indicated on their website. He talked to me like a child. He told me I could go somewhere else (referring to getting my vehicle's battery installed), as if he had no interest in my supporting this business as a customer. Ironically, I am a teacher, so it was amusing while frustrating that this CHILD (a millennial) would dare to school a middle-age woman on how to understand their polity. Bye Felix! I asked for a manager. He swiftly resolved the situation, apologized for their behavior and within less than 15 minutes, my battery was in my car and I was gone! A HUGE SHOUT OUT to Ryan, the mechanic, who is a sweetheart! He exhibited brass service during this outrageous time of my visit at the store. There needs to be more training for these tykes who cannot behave in a mature manner as they should have been taught in their homes. Thank you, Manager, Ryan, Tony and Tony for redeeming the reputation after the disgusting ilk of the employees who would fare better at learning etiquette than working with the public. Regards! :-) read more

So where do I begin...oh yeah, when I walked inside this location of Pasadena at the Pep Boys on 1135 E. Colorado Blvd. I had purchased a car battery online, and made an appt. My appointment was scheduled for 2:00 p.m. I arrived there a half an hour earlier, just to be safe. When I walked through the door to the service desk, one of the service reps immediately indicated they were backed up in service and subsequently running 3 hours behind schedule. He seemed exasperated. When I told him I needed to speak with someone in auto parts, with an annoyed retort, he said, "Auto parts are inside. You are at the service area. " RUDE. What he didn't know, because he didn't bother to query, was that I was asking because the battery for which I purchased was in auto parts. I was feeling some kinda way at this point re: customer service, however; I did not let it get in my skin. He has no ambition to achieve beyond "how can I help you" ) so his limited social skills are explained in kind. That said, I went inside, the auto parts area and both of the auto reps were perfectly tuned into my need to pick up my battery and proceed to the service area. Both names are: Tony! Please reward them! I returned back to the service area with my battery. Another young man, I cannot remember his name, was at the service desk. I explained that I needed to get my battery installed. I indicated to him that when I booked online, there should have been notification of a three-hour wait. He had this stern, scornful and condescending look indicating to me that if I had selected "drop off" on the website, it would not have indicated. Further, he printed me a sheet from the computer, demonstrating there is a differentiation between the coded "waiting" and "drop off" as indicated on their website. He talked to me like a child. He told me I could go somewhere else (referring to getting my vehicle's battery installed), as if he had no interest in my supporting this business as a customer. Ironically, I am a teacher, so it was amusing while frustrating that this CHILD (a millennial) would dare to school a middle-age woman on how to understand their polity. Bye Felix! I asked for a manager. He swiftly resolved the situation, apologized for their behavior and within less than 15 minutes, my battery was in my car and I was gone! A HUGE SHOUT OUT to Ryan, the mechanic, who is a sweetheart! He exhibited brass service during this outrageous time of my visit at the store. There needs to be more training for these tykes who cannot behave in a mature manner as they should have been taught in their homes. Thank you, Manager, Ryan, Tony and Tony for redeeming the reputation after the disgusting ilk of the employees who would fare better at learning etiquette than working with the public. Regards! :-) read more

My Buick's starter went out. I dropped it off at Pep Boys in Pasadena, somewhat against my better judgement. I knew they were not very honest, but needed the starter done fast. I went back just before they closed at 9 at night, the car was not done, even though I dropped it off mid-morning. Went back next day, was promised they'd get it done. Called and was told it would be next on service rack. Went by late afternnon, car was still out in the parking lot in the same place. I looked around at the jobs in front of me, Mercedes Brakes, Porche tune ups, etc. It appeared they were simply putting their high end, more profitable jobs in front of my Buick starter. I had some words for their manager, told him he'd had my car for two days. Next day and following day, same thing. On day four, I called their corporate headquarters, told them they had lost my business for life. I called triple AAA to have my car towed from Pep Boys to a AAA approved garage. These bastards told the tow truck driver they had "taken care of me" and cancelled my tow truck (I was parked in back, the driver went to their front desk). At that point, I had some of their employees glowering at me in the parking lot in the back, acting somewhat in an intimidating fashion. I called a Pasadena Policeman, when he showed up I told him that my car had been there four days, that they had twice cancelled my AAA tow truck to get my car out of their back lot. The cop called a AAA tow truck for me, stayed there until I was getting hooked up to a tow truck. Four days, ending in my getting cussed at from their mechanics behind the store. Pep Boys Pasadena is a nightmare shop, it always has been. Try the AAA approved shop on Walnut next to the burger hut. They had the new starter installed in 40 minutes, it has never given me any trouble. To add insult to injury, Pep boys refused to refund my money on a starter I purchased from them, they were insistent "I take store credit" for the 90+ dollars. Crooks, liars, made threats, broke numerous verbal promises, hostile, the antithesis of "customer comes first". read more

My wife and I use Carrol's Brakes in Alhambra for brakes, not Pep Boys. We had Carrol's do a major brake job, all wheel cylinders, pads, shoes, turn drums and rotors. One of the disc brakes was a tiny bit squeaky. My wife's niece borrowed the car while we were on vacation, took it to Pep Boys "to have them look at the sqeaky brakes"... Keep in mind, we had just had a major brake job done by a reputable brake shop * who used really good "e" or "double ee" pads and linings. Pep Boys charged my wife's neice $800 for all four brakes, both axles. Within 6 months, the Pep Boys pads and linings were metal to metal. They lied to her niece about us needing brakes, threw all the new, superior e / double ee linings in the trash, sold us inferior Korean after-market crap for $800 that did not even last 6 months. Liars, scam artists, usuary fees, inferior Korean aftermarket-crap-parts... I question all the four and five star reviews for Poop Boys, they sound like they were all written by the same person. Customers don't quip buzz terms like "Car maintenance made simple!". That sounds more like the crook who writes up the over-priced, dishonest invoices at Poop Boys... Pasadena is tough for auto repairs, too many cars, not enough shops, the shops there are add about $100 surcharge to any job to cover their high rent/lease fees. Best to go to Triple AAA approved shop, best to skip Pep Boys. For brakes and/or alignment, go to Carrol's Brakes in Alhambra. Note that Carrols gives you a computer printout of before and after on the alignment. Pep Boys does not print out a before and after on alignments, "you take their word for it" that everything is good, after. Carrol's printout shows exactly what they changed, shows all alignment parameters. Most of ours were "in the red" in the "before"... Everything was in the green in the "after" alignment print out. Carrol's brakes is as honest as Pep Boy's is crooked... read more

Pep Boys has become a disappointing experience, despite the convenience of its location and the fact that they accept my work credit card, Emkay. I've been visiting this location for a year, but every trip here has been frustratingly slow. Whether it's a basic oil change or a simple flat tire fix, expect a minimum wait of 90 minutes--no matter how minor the service. Yesterday, I dropped by to have my tire pressure checked, as one of them had dropped to 28 PSI. I specifically told the lady receptionist that I was working and would appreciate quicker service if possible. The waiting area was almost empty, but the service team seemed indifferent. Mechanics were joking around, and my car hadn't moved after 45 minutes. Meanwhile, the waiting room was unpleasant due to a prolonged renovation that, after two years, shows no real progress. Eventually, I gave up, retrieved my car, and drove to American Tire. They had the issue resolved in 20 minutes. This experience has shown me the lack of urgency and customer service at this Pep Boys location. I'll never return, and I would strongly recommend anyone needing quick and reliable service head to American Tire instead. read more

I drove into Pep Boys, stopped the car, and once stopped, realized it would not start again. I couldn't have been in a better spot. Mario went out of his way to identify if the issue was the battery. He was friendly, understanding and, when we determined it was not the battery, made a "warm-hand off" to the service guys. Alejandro was equally as helpful. He took time to come over to my now stalled car, check the engine, talk through possibilities and explained what they could offer. He and a colleague rolled the stalled car from my parking spot, to the service area. It was diagnosed quickly as a problem with the starter. Again, options were explained in a clear way so that I could make a decision. They had the parts. They had an available mechanic. AND, they let me use the phone, as not only my car battery but my phone battery had died at that point. I had my car back and running in an hour's time! My unexpectedly challenging evening was made easier by the prompt and courteous service of the team I encountered. It went well for me. read more

I went to Pep Boys today to get my wife's tire replaced. She had hit some kind of spike and the tire was totaled! Ugh! It was the best tire on the car too. I was waited on by Chris McMillan. He is very courteous and professional. He quoted me the price, and told me it would take about 2 hours, as they were pretty busy. However they had it done in 45 minutes. Then to top it off Chris was looking at my old tire. He said, "you bought this tire here didn't you?" I said I did. He said, "well you ain't done yet, this tire could still be under warrantee, I might be able to shave the price a bit." Sure enough the tire was still covered by a valid warrantee and it cost me less than 1/3 of the price for a new tire to replace. This guy Chris really cares about customers having a positive experience. I got a real feeling of being in competent hands. These days this sort of service is hard to find and it goes a long way with me. If you're in a bind with your car, I certainly recommend Pep Boys on Colo. Bl in Pasadena, and ask for Chris, and his crew! read more

Very very bad advice warning if you make a reservation is complete bull you will show up on your time and wait till the car there working on is done who knows how long you will see the guys hanging out talking and chatting taking there sweet time and eventually and hour later start on your car to say I only went in to get two tires changed any other shop did this balanced it and everything within 30min I was there for a complete 3 hours from the moment i paid for my tires and exited. Very very bad service wanted my wheels also aligned and the guy completely brushed me off saying to me obviously you need an alignment and tried walking away to what he was doing basicly saying leave where done with you when I told him I wanted it done not just checked. Just a warning people don't go here very very bad service and high prices on there labor. Beware of the chubby guy at tire section very rude . Never planning to return here or any pep boys again. Maybe I'll try Costco better read more

After a surprisingly pleasant experience at the PepBoys on Washington Blvd., I went here for an oil change today. And, (Wow!) they were nice and informative too. At no point did they make me feel stupid for asking a question or influenced into getting the higher costing package. They were extremely informative; and, they explained to me the different packages and that I only needed the basic oil change, without frills, due to the mileage and wear/use on my vehicle. Oh, and just in case you're wondering, I came in at 10 and got out at 10:45 a.m. I price checked Jiffy Lube prior and it saved me a $1 or so coming here instead. No, I don't get my windows wash or my floors vacuumed, but the waiting area is a little more comfortable and my fiance isn't a fan of the Firestone service either. read more

Go in and ask for Mario! Repeatedly, he has surpassed our expectations in customer service. The first time we visited Pep Boys we needed a new battery for our "old" car that we were about to trade in. He helped save us money by recommending just the right one and also identifying an existing warranty on the product. Last time I went in, I was looking for an interior leather cleaner for my Lexus and he took time to explain the various options and customer reviews of these products. I was very pleased with the results when I used it on my car seats. Mario makes it a pleasure to go into Pep Boys with his positive attitude and big smile! He is someone you can trust! read more

2 hours for an cursed oil change! They told me that it would take roughly an hour or so over the phone so I planned accordingly. I did not take into consideration that the person helping me was finishing his shift 30m later and that the only person left working had 3 customers to help before me. Now 3 customers does not sound like a lot, but he kept on going to the back and staying there for 20 minute intervals, thus taking him a whole HOUR to do my paperwork. My car was ready for an hour, but the jerk working there wasted an entire (additional) hour of my time. Never ever coming back to Pep Boys. My car doesn't like, and I do not either. read more

Not a very good service center. My car was towed there the night before to get 2 new tires so my car was at their location first thing in the morning. They called me at 9:30 and told me the car will be ready in 2 hours. I called after 2 hours they put me on hold for 15 minutes and I had to hang up and call back, and they said it will be ready in 1 hour. By my third phone call close to 4 hours had passed since the initial call and the guy tells me we haven't even started and we'll do it as soon as we can. I would not go back to this location. read more