I want to start out this review by saying I've been going back and forth with wanting to leave out the negative parts of my experience. Because really, everything was made right in the end. But at the end of the day, my integrity matters too much to me, and to be honest, I don't think I'll be back regardless. So here it goes. I chose this place after a couple prior inquiries I made to them over the phone in the recent past were both very positive. I made an appointment for 2:00 one afternoon for an engine light diagnosis. I showed up about fifteen minutes prior on the off chance that they could get it done a little early. No such luck. But that's fine, that was on me. I was sitting there for a good hour after my scheduled appointment and they hadn't even brought my car in yet. At one point around the hour mark the mechanic poked his head in the waiting area and said "Your car is going in now". Half hour later, it still hadn't moved. Finally almost twenty minutes after that, they figured out what repairs I needed and asked if I wanted to get it done right then. I obviously said yes. Since I, like most others, work and have very little time for things like that. After about ten more minutes of determining if they could get the part or whatever, I guess it was too close to closing to get it done and they didn't have the staff. He then explained if I left my car overnight it would be the first one they worked on the next morning and It would be ready by Noon. Then a bit further into the conversation, he changed it to 2. (???) Reluctantly, I left my car there and walked home in the scorching heat and sun because I didn't have any other way home, and was in too much of a time crunch to get my repair done. I have worked my fair share of retail, and although not quite the same, I am still very familiar with the concept of being really busy and under staffed. The next afternoon after 2pm I arrived by Uber (Even though I heard nothing from the guy I dealt with the previous day who said that he would call me, and my two phone calls to them went unanswered) to see my car sitting outside, which I thought was a good sign. Well, no such luck again. They hadn't even started it yet. I immediately saw red and broke down. The manager was very apologetic. The guy I dealt with the previous day wasn't even there (he made it sound like he was the one who was doing the work) and didn't communicate anything to the employees working the next day that my car was promised by a certain time. I was absolutely furious. I wouldn't have bothered to leave my car there overnight (which HE PUSHED ME TO DO for efficiency sake and it turned out to be a huge inconvenience to me) if I knew that he was going to drop the ball. All of that being said, the manager did extremely right by me. She is incredibly kind and went above beyond. In the end, I was extremely grateful for everything she did do make the situation right, and I can't stress that enough. However, the gentlemen that I dealt with the prior day definitely needs some additional training in customer service and communication. One of the things the manager offered me as compensation was a free oil change, which to be honest, after everything I don't think I'll even bother to redeem. I just don't have it in me. It may seem a little dramatic, but having work done on my car gives me so much anxiety as it is and I just don't want to face any of them again. My last point is, I can't stress enough how kind the manager was to me, and I really appreciated that. read more

Have been to this location a few times. Easy appointment scheduling, quick but quality service.

Don't waste your time! They told me the tire I chose was in stock. It was not. They told me 2 hrs later. Sorry thought we had it but we don't. I had a donut on for a week because of the holiday. Waited for nothing. Do yourself a favor and go anywhere else! Horrible customer service. Blessing in disguise. Went to another company and my tire was cheaper. read more

Maybe reply to the email after you ask me to tell me about my experience. Now I have to fix two cars thanks a lot read more

Had full brake service done in July, including getting both sets of my brakes replaced, as well as my brake calipers + fluid. Lo and behold, my brakes completely fail recently and one of the brake components they were "supposed" to service originally becomes audibly loose. They acknowledge the wrongdoing and offer the repair + labor fees on the brakes for free... and then magically decide there is $1700 worth of front end work to do. Gee, I wonder why? Upon doing the full service to their recommendations, they point out there is an issue they noted with my front left wheel bearing needing service (not urgently, according to them) and that it may "make some noise." I pick up my car and all of a sudden there is a clear, audible issue where there was not prior to bringing my car to them, evidenced by the underperformance of the front left wheel and the exact roaring sound they said to "look out for." I will never be bringing my car here again because it is abundantly clear it is a shop that fabricates + potentially causes new issues to leech more money out of you. read more

I had an appointment for a tire repair. When I arrived I was told someone called out so it would be a wait. I said ok. I wasn't thrilled. But I wanted to wait because it needed to be repaired. She wasn't happy that I decided to wait so she then rudely tells me I was going to be waiting a long time and to reschedule. I told her someone should have called me earlier and had me reschedule. Terrible customer service. My husband told me not to go to them because they are really bad like that but I wanted to give them the benefit of the doubt. I won't be going back. read more

First off I'd like to thank the manager tim for taking me in so quickly. Called and he said come on down we got time. Had to get oil change. Quick efficient. I had to be in Cincinnati later that day and I didn't want to drive with low oil. Outstanding service. Tim was honest with me. Just a great neighborhood pep boys. Glad to see that great customer service goes a long way. You go to some of these places and the service is horrible. But pep boys of southington. 10/10. Highly recommend to all. read more

Manager Tim is great to work with. I have a fleet vehicle and need my van for work. Tim always gets me in and out quickly with no hassle. Go there and ask for Tim. He will treat you right and get the job done read more

Also to add to my terrible experience at pep boys, upon bringing it to another place I needed front control arms,rear drum brakes, Aligment!! All these things should have been seen as many times I had my car back there! How this place is still in business really baffles me.Very poor service, management very poor, Mechanics are all in training,nobody there has a clue what they're doing! Do your self a huge favor stay as far away from that place!!! read more

We have used the Southington Pep Boys for many years without an incident. Over the past 7 months, our experience deteriorated significantly. There was a clear inability to accurately diagnose issues with our jeep. Multiple errors in diagnosis resulted in excessive bills and missed work due to the stores inability to complete work in a timely manner even with appointments. Please note after brake service the brakes were not bled correctly and my son narrowly missed several accidents.We suggest not using this pep boys for nothing more than an oil change. read more

I've been to many service and repair facilities to have work done on my cars before, and this location hands down was the worst experience I have ever faced. Called first thing in the morning to inquire about a set of tires I saw on their website and was told they would have to be ordered in and to come in around 1 pm. So I made an online appointment for 1 pm with the tires I wanted to buy and when I arrived I was told "the delivery driver is running late but we'll bring in your car now and have it ready for when they get here". Now typically when tires are in stock to have a new set put on I've averaged a wait time from between 1.5-2 hours. At 2.5 hours my car was still in the parking lot and no tires were in sight. It took over 4 hours to have the tires come in and installed in my vehicle plus an alignment. During this time, the only customers that were in with me were people coming back because the technicians did not repair their car properly. One elderly gentleman in particular had spend $1500 the Saturday prior and came in due to his low oil warning light coming on. The service advisor they had working the front counter could not have been more rude to the other customers or myself. When it came time to pay and I expressed frustration with wasting over half a day for tires, I was told I was entitled and screamed at until I left. Best part? THEY MESSED UP THE ALIGNMENT. It has taken over a week of fighting with the corporate office to receive a refund for the alignment they had messed up, and empty promises of "we take issues like this very seriously, someone will be in contact within 48 hours". I understand mistakes happen, I even understand having a bad day, but to berate customers due to your own negligence and perform shotty work and not own up to it is not the way business should be conducted. If you are in the Southington area and need anything done to your car, even a light bulb changed, please go elsewhere there are many more qualified shops that can repair your vehicle promptly. And if an issue does arise you won't have to be yelled at or mistreated to have it rectified read more

Excellent customer service from the moment I walked in , team member Earnest was excellent and very friendly right to the point. There was no question i had he could not answer but qhere i can leave him a great reveiw. Thank you Earnest for your amazing service read more

Richard Denby the Mgr & the service trucks were completly honest , helpful & knowledgeable for an issue with my vehicle that 4 other garages misdiagnosed They fixed the complicated problem that day. No surprises at all Provided me with transportation and my vehicle is Finally 100% I can't recommend them enough read more

My experience was great they took me in. Hour before they closed today and were very happy to help do the work The advice was to excellent As well as the service highly recommended read more

Rick a HUGE THANK YOU for getting us in this morning in a super timely fashion! We are so pleased with your great customer service and down to business tactics with our truck! We had been putting off getting new tires as normally its a hassle and a time sucker. Well these nice gentlemen totally showed me I was wrong and I am happy to say my tires look great and feel even better!!! We will definitely be back!!! Thank you again!!! read more

Awesome service every time i go for oil change and tired rotation!!! I recommended 100% they really take care of you

Caught a flat on the highway yesterday and they went above and beyond to help me. Got there and they were super kind and knew what they were talking about. They drove all the way to Waterbury to get the specific tires I needed and got my car back just in a few hours. Definitely will go back. Highly recommend. read more

I purchased four tires from them. They had to spin and balance the tires after a week because it wasn't done properly. Then one of the tires was defective. They wouldn't do anything about it. I called customer service 5 times over 4 weeks. I never received a call back. I had left messages for the regional manager. never a call back. My experience was horrible. I will never shop at a Pepboys again. read more

Brendan and Brian are great guys! Didn't sell me on anything. Balanced my tires and had a great conversation! Very personable! Would recommend their shop! read more

Called today and spoke to Richard who was more than helpful. He was friendly and had a great sense of humor (to match mine since I had been having a rough day) he could sense the stress in my sarcasm and made everything as painless and humanly possible. He explained what was happening to my jeep every step of the way and was more than helpful during my crappy stressful day. Highly recommend this place. Wonderful staff and great service!!! read more

Paid $15 to get my battery and alternator checked out. The manager told me that my battery was a problem and needed a new one. I agree to buy the basic battery (which then somehow wouldn't fit and they told me I'd have to get the one that was $30 more) So whatever I said OK. Then after they install it the tell me they were wrong and I also need a new alternator which is "Very Expensive" and I was going to have to pay $500 for the part plus labor. I didn't trust this manager so I declined and left. I took it to firestone a day later and they said there was no problem with the alternator at all! Since, The manager at this Pep Boys is a liar and very untrustworthy. I'd assume all the employees are. DO NOT GO HERE! read more

HI there I am a resident at Burlington, Vermont and visited the pepboys Southington, CT on Sept 15th, Sat for my car work. This car Nissan pathfinder 2002 had been gifted to me by my uncle and I wasn't sure if I could get it all set for inspection so I asked the manager there to run a diagnosis maintenance to find out what needs to be done for this car and if its feasible since it is an old car. It started with battery replacement and then alternator got replaced and I wasn't sure what else needed fixing. I stayed all this time at the pepboys and then I was told the brakes are all rusted and there were issues with the whole rotor. The manager told me it is unsafe to run this vehicle unless I do all these things. The whole cost came down to $1850 and I therefore signed up for pepboys credit card. The manager asked me to collect the car the very next day and it should be all set to go on the road. I took this as an honest opinion and told them to ahead fixing this car. Next day, I went to get the car and I was told that it is good to go. I was told that the engine needs tune up other than that the maintenance diagnosis did not find anything wrong wth this vehicle. I was really pleased that it was worth the money and time I spent. So I drove it back to Vermont, registered the vehicle and then took it for inspection at Sears auto center in Burlington, VT. There I was told that this car frame has all rusted and there were multiple issues with the exhaust and other things that need fixing and it's not safe to run this car anymore! It failed the inspection with 5 other things that needed replacement and $$$. I was very surprised how pepboys Southington had given me a completely different view of this car in the first place and charged me for all the extra repairs that should not have been done in the first place if the frame was all rotten! It's been almost $1850 worth of money that I spent at pepboys Southington and it seems to go all in vain had they told me during the maintenance diagnosis that this car is not worth fixing. I am very upset by this service and considering I am a student it's a bit of too much money I owe for something I should not have been suggested in the first place. i just want to convey my experience to other people in this community read more

Went in for an oil change and staff was friendly and accommodating they even went through with offering me recommendations for my car it's a new shop so I can understand why somethings were down but it was nice to support a local southington business read more

Can't say enough about the staff, mechanics, and managers. Polite, courteous, and attentive. Worked with me with on my requested services and told me if they found it not necessary they'd call prior to starting or finding any other issues. They worked with my work schedule as well as it related to drop off and/or pick up. Moe and John were up front and the final bill was as expected/explained. And didn't oversell me on unneeded service. They also went above and beyond to rectify some issues related to my service requests that were a result of previous services or lack there of...thank you. read more

The day before Christmas Eve I was traveling in Southington to a family members house when I hit a pot hole causing my tire to instantly go flat. After calling a few local tire shops Pep Boys had the best price and most helpful staff. I had to change my appointment twice due to other circumstances and Rebecca at the front desk was wonderfully helpful. I had to get the work done on Christmas Eve and they were ready and waiting when I got there. They did the work quickly and efficiently and got me on my way to enjoy the holiday. Highly recommend this location. read more

I will start by saying that my appointment was scheduled for 8am. Nobody showed up until 8:36am. If appointments start at 8, they should be here before then in order to get shop ready etc. Thats typically how businesses work. I don't think being nearly 40 minutes late and the shop not even being open is acceptable. HOWEVER, when they did get there it was only to tell me that their lifts have been down and won't be back up for at least a week. It is NOT hard to call your customers the day before to let them know not to waste their time by coming in. This is extremely poor business management and I will no longer take my service there. read more