Called early in the day to make an appointment to have a slow leaking tire fixed. I was told they could fix it and no appointment was necessary. Came in a few hours later, I was told they could *maybe* squeeze it in for end of day (about 4 hours away). I mentioned the fact that earlier they said they could do it, they threw their hands up and told me things had changed. Shitty customer service. Would not return. read more

I sheepishly went in during what was left of my lunch hour, as I had already stopped at the drycleaners and to get lunch, and asked if they could replace a headlight in 35 minutes. Nick asked if I was on my lunch hour? With my lunch in hand and I replied well what's left of it. He took a minute or 2 to find someone who agreed to do it at that moment. I was there less than 20 minutes. I am very pleased with their service and grateful that Nick was willing to stop what he was doing and find someone to help me out. Thanks Nick! read more

I can't thank Sean, Nick, and the rest of the awesome team here at Pepboys for their speedy, thorough, and courteous repair of the door latch on my driver dude door! I literally came to them duct taped into my car because it wouldn't close. Less than 20 minutes later, I was safely on the road. Cheers to the local heroes here at Pepboys! #fillinginshortfilm read more

Brought my car in for a flat repair, left the store with all 4 of my tires losing air. Went back, they accused me of messing with them so they wouldn't have to take responsibility. They ultimately fixed it and I went home, but woke up the next morning with yet another flat tire.The manager was kind and made it right, but the mechanics were rude and unprofessional. Wouldn't recommend this location. read more

I have been to this location multiple times and have been always disappointed. Here is a list of issues I have noticed with this location -Apparent rudeness, impatience and very bad customer service. -They try to cheat you of something always (I had a windshield wiper come off, which was perfectly fine, just needed to be set back in, but they charged me $21 and instead of installing a new one, they just put the old one in which I noticed because of some marks on the old one; I had asked them to put in a better set of brighter headlight bulbs, which they charged me for but never installed; Installed new brake pads and rotors but they kept in the old anti rattle clips in causing my brakes to rattle all the time etc) -They take too much time to fix the easiest of issues, even an oil change takes 4 hours -I do not understand why they need to charge money for "checking for a problem" and if you dont, that money is gone. No other mechanic does this. For example, I told them I have this sound coming from the driver side wheel, and they charge $30- $40 just to check and see what it is, and then once they figure it out, they charge more for fixing it. -I understand that the customer may have doubts about his/her vehicle but you dont take advantage of that fact and fool them into replacing things that dont need replacing, and when you counter them on this fact, they look down upon you like you know nothing at all. I would not recommend anyone coming here. Trust me, there are better places who would care for your car and respect you. read more

I am so thankful for the hard work they did for us! We were visiting from out of town when the alternator went out and they were able to do the repair on a Sunday in 2 hours with no notice. Another shop told us it was a whole day job. The employees were so courteous and kept us informed every step of the way. Wonderful service! read more

We were travelling from Canada and our GPS went dark. We determined the problem was a fuse and stopped by PEP boys for help. The front counter guy (not sure his name - working on May 20th, 2018, black guy with corn rows) was super polite and fixed up the fuse in 5 min at no charge. Wow! Thank you so much for your help! read more

Just had the best experience at Pep Boys in Henrietta! The manager John, waited on us as we were looking for tonneau cover for our truck. He showed us one that was available at the store or we could've ordered a different one, we opted for the tri-fold one that was readily available. John then asked if our truck was with us and offered to put the cover on for us! We purchased the cover, had it put on and drove away in under 25 minutes! That's what we call great customer service! read more

I made an appointment for headlight replacement online. The website said $20 and up for each light (I needed two). When I arrived at my appointment, the estimate I was given was $76. I questioned that, double checking to make sure that they knew all I wanted was the bulbs replaced. I was told that this total was with the labor added in. I was hesitant, but figured I'd do it (but never come back) because I needed headlights to get home. After sitting in the waiting area for nearly a half hour, I was presented with a new estimate for over $160. At first I thought perhaps they had found an electrical problem and/or that the entire light needed replacing (in addition to the bulbs). Nope. This was supposedly because my car was "extra work" (funny how the website had me specify make and model when I made the appointment). In addition to this high price, they said it'd take at least an hour. Well, I left at that point. From the parking lot I called Valvoline, and they said they'd do it for $21.99 a light. I drove right there and (with wait time included) I was back on the road in under thirty minutes with two working lights. The grand total was $47.50. Clearly, I'm willing to pay extra for the convenience of having someone perform this service for me, but not over triple what an easily accessible competitor charges. read more

Had an apt at Noon in a Sunday and was called at 7:30 the night before by Peter who told me that's they might not be able to get to my car at noon and asked if it was something I could just drop off because it might not even be looked at till closing time or get done till the next day. I told him I have an apt and the point of the apt is for my car to be seen thy day at that time. He told me that even when you make an apt with the doctor it's not a guarantee that you will be seen at the time of your apt. I don't know what doctor Peter goes to but when I make an apt with my doctor I am seen at the time of the apt and at most my apt is only maybe 15min late and no more but I am seen at the time I made the apt and not told it might be a six hour wait or not even get to me till the next day. That is just the most asinine thing I had ever hear. Obviously Pep boys don't know what the word appointment even means. I am not taking my car in for my apt now and I am never taking my car to pep boys ever again. read more

Waited ~5 hours for a NYS inspection after scheduling an appointment through their online service. Appointment was at 12pm and left the store at ~5. When I asked about the wait the individuals at the desk said something about checking a box on the online schedule program in reference to whether or not I would stay at their location for the appointment and that was somehow relevant to the wait time, but I haven't been able to recreate the conditions they were vaguely describing. How does the customer's decision to leave or stay at the store during the appointment effect their ability to adhere to the scheduled time of the appointment? Also didn't provide any meaningful justification for the fact that the inspection was in all likelihood started 3-4 hours after the appointment was originally scheduled, beyond the fact that they were, supposedly, busy. (Do NYS inspections typically take 5 hours?) read more

Never go there again. They are rude wont tell me which brake lights are out and or help with wipers.

Let's be honest here, folks, Pepboys is the Mcdonalds of auto "repair"... you get what you pay for. My girlfriend and I took her Jeep there for a good looking over before our road trip across the country. We told the pleasant (only reason they even get 1 star) staff at the counter that, and they said no problem. The next day, before making it 10 feet out of the parking space, the lower ball joint of the front driver side wheel snapped. You don't need to be a mechanical expert to know that's bad. More importantly, how can trained mechanics miss something so crucial?! I called my brother (a mechanic himself) who said if that had occurred on the highway we'd likely be dead. To make matters worse Pepboys attempted to charge us the full price to repair something they overlooked, plus the towing. Way to stand behind your work... Short of an oil change, and that might be a stretch, I'd definitely steer clear of this place. Spend the extra money and go to a dealership. read more

After an hour, my kia forte never even left the parking lot. Then the manager came and handed me my projected bill of $1000.00, for tires and rear shocks. Mind you I purchased the current tires there a year ago and another mechanic looked at the car earlier and told me the belts were busted. Pep boys manager didn't even take that into consideration. They are AWFUL!!! read more

the worst part about receiving bad service from pep boy, is when you complain to the so called "customer relations" twice, and nothing is done, all I received was 2 automated voice messages. There is a sign that says satisfaction guaranteed. I was initially told that my car would be ready same day after 600$ of repairs, when it was time to pick up at 7pm, it wasn't drivable. So I went a week without my car, 1100$ worth of repairs and 2 break downs later, I still had to bring car back because computer system wasn't program correctly. The workers don't know what they are doing, the manager Bryan is rude and a lair. A guy name Rusty was the only one that gave good costumer service. I am guessing the only reason people go here is because of the convenient location, but after the lost of time and money, I will be taking my car to dealer or local shop. satisfaction guaranteed! read more

I agree with the reviews of the Henrietta pep boys. their rude, ignore you for several minutes while you stand in front of them, while their on their cell phones. then when your up there they give you prices more than a dealer. oh but wait we can match their prices??? after you complain, but your complaining cause you left your car at 8am and they say 12 hours later they need to keep it. then the next day they still are fighting to get it done by 5. its happened to me 2 different times. so they keep your car 2 days for 3hours of work and the mechanics look at you and say its not their fault they had other cars given to them. the place is a joke. even walmart is better read more

I took my vehicle in to get winter tires mounted. It took them more than 2 hours and 2 techs. After the service was complete it was dark and they parked my car far out in the parking lot, I assume so I couldn't see the damage they had done. 3 of the 4 tires mounted have the paint scratched off of them, and in one case there is a gouge in the wheel. I just got this car in August and it was in flawless condition. After I noticed the damage I called the store and tried to setup a time to come in. I work until 5 and the manager scoffed at me when I asked if I could come in right after, saying he wouldn't be there. I have since not been able to meet with the store manager due to him not being there. I am attaching pictures of the damage. This is absolutely unacceptable; both the damage done without anyone taking responsibility and not being able to get the manager to work with me to make something right. read more

Unbelievable, the poor customer service, rediculous charges. They promised to return my money. But almost six months have passed, I've not got a penny back! More people should know in any way how horrific the Pep boys are. Seriously? Unbelievable! read more

Bryan was very help and knowledgeable , took care of my warranty parts without an issues and made sure i had everything before i left. *GREAT SERVICE BRYAN * read more

A word to the wise - if you want to have service done on your vehicle, if at all possible leave it instead of making an appointment and waiting. I made an appointment over a week ago to have my tires rotated. I arrived at 8:00 and waited for an hour and my car hadn't moved. I then went to the service desk to ask why and they said that they had been slammed this morning with people looking to buy tires. I realize that shops make money on new sales and not on people who had previously purchased their tire package - rotations etc. I am not sure how many of them had appointments but I asked for my keys and told the gentleman in service that I was leaving. He then told me that if I waited that he would try to get me in next. I declined and told him that I would rotate them myself. I have been purchasing my tires from Pep Boys for about 15 years but maybe it is time to explore other options. read more

I recently bought a 1979 Pontiac Trans AM and needed parts to start my rebuild. I have always heard of your typical stores online, but I needed parts and tools right away. Pep boys has been a life saver for me and the Trans am. Not only do they keep parts available, but they are extremely friendly and have a abundance of knowledge. The speed shop has been a tremendous help to achieving my goals thus far. Even though I'm almost done with the car, I will continue being a customer of pep boys. Thank you. read more

My family and I left on Saturday, August 13th for vacation. Just an hour away from home we popped a tire. We knew there was a Pep Boys nearby so we we drove there on our spare doughnut tire. Sean the service manager saw us waiting in the parking lot for the store to open and was kind enough to come out to see if there was anything he could do to help us BEFORE the store even opened. Thankfully they had the tire we were looking for in stock and Sean had everything all set before the store was open for the day. He had the first service technician to arrive mount and balance our tire. Sean and his staff were completely professional and courteous and helped us out of a potentially very time consuming situation. We are very grateful we did not have to delay our vacation and we have Sean and his staff to thank for that. read more

BEST SERVICE EVER! I highly recommend this place!! I am not from around here and was in town due to my sister having an operation at Strong. I called in to see if they could squeeze me in for an oil change (i usually do this but I was over) even though I had not made an appointment. They told me to come on over! I ran a few more errands and a few of my lights had come on (traction control, breaks, and ABS). Once I got in I filled them in on the previous repairs and also a recent accident along with everything they had fixed. They told me they would rotate my tires and do a break inspection along with the oil change to see if they could find the solution to the lights coming on. They also said they could do an ABS diagnostic but it would cost $160 and they might be able to figure it out with the break inspection. I told him I would pass on the diagnostic. My family and I went over and played a few rounds of Lasertron while they worked on my car. They even stayed open a few minutes after they closed so that I could play another round. If the customer service was not already amazing enough, as I was checking out the cashier informed me that he had applied a $20 off coupon. AMAZING service, for once I did not get treated differently for being a young female. I will definitely be looking for a Pep Boys once I return home to continue with any feature repairs. read more