Service department was rude and incompetent. I came in for a simple oil change and tire rotation midday on a weekday. They told me it would take an hour and a half. I came back 2 hours later and they hadn't touched my car. In fact, I had seen cars that got in AFTER mine being serviced. Do NOT go to this PEP BOYS for any of your service needs. read more

dont go to this store ever please!!! iwen there for a change oil and aligment in my car and they gave me an stimate of 33.45 for change oil and 69.99 for aligment when they finish , like an hour and a half later they charme $169.00 ,,,,,why???? they charge a compurer use $29.99 ,oil fee of 13,96 shop fee $6 etc etc etc when i told them about this they said ,,,ohhhh im sorry but is like that and after argument for one hour they decide to take it off as soon i told them that i was going to call consumer report ,,,,,first and last time,,,,,,ripoff read more

I went here to get an oil change and a brake check because my brakes squeal. Come to find out that I had spent $15 for the brake check for nothing because my brakes is still making noise. They didnt bother doing the brake check like I had told them to and now I have been ripped off. read more

Like most here, If I could give this place zero stars, I would (a negative number rating would be more accurate). Total Rip-off. DO NOT come here. I needed to replace my battery. Ultimately, after waiting for over an hour they told me it would be over $700 to replace!!!!!!!! (They said I needed to replace the harness as well, which they had to get from the dealer AND my car wouldn't be ready for 5 days!!!!!!) I told them No thanks and took it to an independent mechanic with good yelp reviews near me. At new place, battery switched, plus oil change for under $150. (New mechanic said it was not necessary to replace harness). Thank god, I didn't (and never will again) stick with the dishonesty of Pep Boys. Don't know what I was thinking to even give them a chance in the first place. read more

THE MOST HELPFUL and COMPASSIONATE location EVER!!! I went to Costco for few things and in the process of putting my grocery away and I left my keys, purse, and phone in my trunk... I desperately needed help or phone to call my husband.... These guys gave me many suggestions and even helped me out!!!! WENT OUT OF THEIR WAY FOR ME!!!! Offered me their phone and all!!! I was able to get my keys again in less than 20 min. They didn't have to help me but they did! They deserve more than the 5 stars given.... THANKS!!!! read more

This place is just awful. I'm just reviewing the auto parts store, as I have not had my car serviced at this location. I've visited the store a few times to make simple purchases, like wiper blades. Believe me when I tell you that THERE IS NEVER ANYONE AT THE CASH REGISTER. A couple of times I just stood there like an idiot, looking around for anyone with a pulse who might want my money. On two occasions, when an employee finally noticed me, they slowly plodded over to the register like I'd had the audacity to wake them from a nap. Then when they finally reached the register -- no apology. Nothing. No "sorry for the wait." They both just rang me up without a single word. And they took forever to do it. I'm going to Napa or Auto Zone from now on. Pep Boys does not want your business. They sure don't act like it. read more

My car has a full service protection plan through a third party provider and my car needed to have the alternator replaced. My service provider set up an appointment at Pep Boys on Sepulveda in Van Nuys. I was happy with the turnaround time that it took Pep Boys to replace the part, but when it came time to pay, I was told my $100.00 deductible could only be paid in cash. Credit card nor debit card was acceptable which I found very strange considering Pep Boys is a large automotive service chain and not some back alley garage. Flash forward to yesterday (3/14/19). The alternator that Pep Boys replaced turned out to be faulty after only 5 months of being in my car. I called Pep Boys to inquire about the warranty on replacement parts. The young lady I spoke to on the phone at the Van Nuys, Sepulveda location, informed me that the alternator had a lifetime warranty and they could replace it but I would still have to pay for labor which she said would be $195.00. I promptly had my car towed to the Van Nuys location where the work was originally done and fully expected the same service, which wasn't bad, this time. However, before starting the work one of the service men called and informed me that the alternator they installed was indeed faulty but in order to replace it, I would have to pay the difference between the faulty one and the new one. I informed him what I was told just 2 hours prior from the woman at that location and he said no I would have to pay the difference.  He informed me that they could not provide the same alternator that I had and would have to purchase a different one.  I asked what the price difference would be and he said the new alternator would be almost $400.00 and the old one was only $52.00. So the difference would be in the $350.00 range.  I then asked why I should have to pay the difference for an alternator that they have to use due to the fact that the one they put in my car 5 months prior was no longer available and had already failed.  I explained that the warranty should cover replacing the part for whatever is available.  I would have allowed them to replace the part with the same one had they had it.  I was very disappointed with the service and unwillingness to provide service in this regard.  I ended up not having the work done with Pep Boys and instead went to another mechanic who was willing to warranty his work for half the price.  I will not be returning to Pep Boys again for service on my car. read more

So I went get an oil change at this location. A young woman helped me out. I told her my information on my car and what I wanted. I let her know that I had two coupons. One that took 20 dollars off synthetic oil and the other that took 10 dollars off congenital oil. I don't really know much about oil changes so I asked her, "what would be best?" She said "the synthetic one." I said "okay, let's do that one." She took the coupon code and I asked "how much is it going to be?" She told me that she couldn't give me an exact estimate with the coupon. I said okay, well I guess I'll come and pick up later. I came back to be 'helped' by a guy. It turned out to be 59.99 I couldn't believe it! He told me I should of known and I said, she didn't tell me. He said, oh well idk then, that's how much it's gonna be. I know work isn't fun sometimes and you're over it but they really need to work on their customer service. He gave me my keys after and didn't even tell me where my car was. When I finally found my car, they didn't even add the sticker they're suppose to add to let you know when to come back. So I had to ask. He then says, "oh where's your car?" And I told him in the parking lot where they had left it. And he says, "bring it back here, I'll put it on." I've been at different pep boys and have been treated with better service. LET YOUR CUSTOMERS KNOW HOW MUCH THEY HAVE TO PAY, and WORK ON YOUE CUSTOMER SERVICE. I work with people too y'all--it ain't that hard to fake it. read more

DO NOT waste your time taking your car to this location. I had a couple of lights illuminate on my dashboard driving home from West LA late Friday. I called AAA and they towed me to Pep Boys (despite a previous bad experience) as it was close to my home. It was after hours so I left my keys in the drop box and filled out an on-line appointment request, and checked the box asking them to call me to discuss service. I got a call shortly before 8:30AM on Saturday. I was informed that if it was an issue with the transmission they would not be able to fix the problem, but they would try to diagnose the issue. I called back an hour later and I was told they were "still working on it." I tried to clarify it they were working on a diagnosis or were they fixing something. They told me they would have my tech call me back. I waited another half an hour and then called back. I was told they were taking it on a test drive. Again I asked them to call me back. Monday morning rolls around and I still hadn't received a call. I call them back and give them my name and the make and model of my car. I am told the car is ready and that they had fixed the alternator, which I thought strange since I hadn't authorized any work on my car. I walk over and ask for my car. They tell me my car was listed under another name - a name that I had never heard of. I tell them the color, make and model of my car. They say "the wagon, right?" My car is not a wagon. The guy disappears behind the doors and comes back after locating my car, at which point he says he's not sure if my car was ever even looked at. He starts to fill out a form to start work, but instead I ask for my keys and storm out. How can you trust them to fix your car, if they can't even keep the cars in their care straight??? read more

Poor customer service on the phone. Expect to be on hold for a long, long time when you call to check on your car. Took three calls and 25 minutes on hold just to find out if my car was ready. read more

I have been here too many times to count in the last two weeks but each and every time the guys at the service center were so awesome and helpful. They had no problem answering all my questions and holding my car longer than expected. I finally have my Car back and I can't thank them enough for making sure I got it back the same day I approved work on it. You guys are truly amazing and I will continue trusting you all with my car. read more

Not very friendly. Didn't try to help out all that much. Seemed really bored to be there. I did find what I was looking for, but the service sucked. read more

I desperately needed new tires, alignment and brakes done on my highlander ... they got everything done in a reasonable time. The associate took the time to explain to me the warranty and the rebate offer on my new tires...had a great experience. read more

Slow. I have come here a few times for service and I expect it to be slow. But to wait in line to pick up my car only to get a paper to then have to go to the cashier, wait in line there, pay, then go back to the service counter, to wait again to get my key. That's a F'd up process. read more

These people don't care, they just don't care- No e-mail address = they don't want to hear from you. When I spoke to customer NON_service they ask if if I was on drugs, because I wanted an e-mail contact address to address a concern. NO email address and pissed off customer relations advocates. read more

They cost me the normal $85 for an oil change then another $1500 when they broke my car so gas was leaking into the oil. 3 days after going here my car broke down and the dealership said they hit something when changing my oil causing fluids to get all mixed up. It ended up destroying a few things that I had to replace. read more

i had bad experience in pep boys of the sepulveda before the oxnard in van nuys. of center of service the personal very despots and aggressive one of them his name is Bernie and me i answer of bad way of that needed that the was busy and wait to the other person that was the handler after of i expect equally me wonder of bad way. is name is Martin and according is the manager. them said that permission of part of hertz where rent cars and that me fend a problem mechanical and wait a hour or hour and half wait that time and me they told that already was ready. to the end not fixed nothing the piece that went to change the found closed. please not the recommend go to that place of pep boys of van nuys and not is because have to that personal so despots the handler martin and the bernie. read more

Staff is friendly but they have you waiting one hour and a half for an oil change. So don't go here if you are expecting the 30 minute oil change. read more

Will probably never come back here. Came here for a simple smog check. They told me it would be about an hour and it exceeded that. When I asked how much longer it would be they constantly told me that it "would be any second now" yet I can see my car just sitting in the parking lot. Terrible customer service. Don't waste your time. read more

If there was an option to leave no stars or negative stars- I would. My entire experience this morning was absolute garbage. I made an 8am appointment, was there on time. It took over an hour and a half for the entire process. No one greeted me when I waited in line- even though there were two employees at the service desks. A different man walked by and said someone would be with me. A man named Martin eventually called me over, I told him I made an appointment and he barked out that it would be 70 something dollars. I said ok. After a period of silence I said, "so do I need to sign anything or-". He was so unfriendly and lacked any sort of skill in customer service. He had me sign a paper and took my keys said they would call me if they needed me. I took my infant baby on a walk. When I walked by 15 minutes later (after I went to the dollar store next door to kill time) and my car hadn't even been moved from the parking space. When I returned and was called in to pay, Martin struggled to take my payment. We had to move to a different register after he swiped my card multiple times and eventually entered it in manually, then telling me it was declined bc he ran it as credit. I said of course it was declined it's not a credit card. After moving registers they payment went through. He told me my car would be ready when I went outside. I stood and waited with my baby for ten minutes. When I got home I checked my bank account and saw my card was charged three times. I called and asked to speak to a manager. Martin apparently is the manager. I told him what happened. I understand they are pending transactions but it's amazing to me the way he chose to communicate his lack of concern. When I told him i was frustrated about my experience he laughed at me. I will never go back to pep boys. And I suggest they find a more competent manager. read more

I called in, was immediately asked to hold by some rude employee, and they hung up on me.

I went to get a lightbulb changed. I was standing in the service line like forever. Customer care representatives were coming and working on the computer stations just to leave again. This happened several times while I was waiting. No word of "I will be right with you" or "just a moment". After 10 minutes of that I left and had my lights fixed right away. read more

Assistant manager Steve took great care of us! He really values his customers and made our experience great.

One helpful person. Been waiting for an oil change for 2 hours with no updates on where my car is. I swear they don't care. Terrible service. read more

The worst Pep Boys I have ever been too. I went there several times to get my car looked at. The first time they set an appointment me for me only to say moments later they made a mistake and I have to come back tomorrow. The second time I came in they told me there is no technicians available even though they are suppose to be available from 8:00am - 8:00pm. They did not care,seek to comfort me, or even give me alternative options. The customer service at this location is disgusting. They are only there to receive a check and not truly assist customers! I do not recommend this location to anyone. read more

Martin was extremely helpful in finding the best lights for our jeep and setting up immediate installation with Raffi the installation technician. Raffi went far and above to not only install the lights in a very difficult, making sure it wouldn't cause problems with the surrounding bummer, but saw other preexisting problems as well. He did what was necessary to make certain our vehicle wouldn't catch on fire due to a previous sloppy installation else ware . My husband has a lot of experience working on cars and verified everything Raffi found. They are terrific and I would highly recommend them. read more

The slowest service ever. People told me about the customer service but I didn't fully understand how bad it is. NEVER EVER let Uriel in services help you. Worst customer service ever. read more

I wish I could give no stars. Denied service because it's 4:30 and they close at 6. Sent me to a 'tire shop'. Name of the guy Ulribe or something like that. Very impolite and unprofessional. Update: I was asked to email the business about my experience. I am not comfortable making this matter private so here are my observations. Although I understand it was late on Sunday and everybody would like to be somewhere else but at work, the representative could have been a little bit more polite (I see it as a matter of professionalism) and greet me by saying more than just 'yes?'. I said 'Hi, I think I punctured my tire', to which he told me 'I have 4 cars ahead of you, we close at 6 and I will not take you. If you want, you can go to this tire place. They are around the corner.' It was 4:30 pm, I could not find any tire repair business in that area open after 4, but why would that be of his concern, right? I spent a few more minutes in front of him, checking for other businesses hoping that someone was still open. I never heard 'let me take a look', 'sorry, we are unable to help you at this time'... I think any empathetic feedback would have made the experience somewhat more positive. Since I was not able to resolve the problem that afternoon, my husband stopped at a repair shop in his way to work and before getting on the freeway and had it fixed in 20 minutes. Suggestion to the business: maybe have someone dedicated to resolve minor and non time consuming issues like this one? It would have been 15-20 minutes which is less than the time we spent exchanging comments. read more

I have had a great experience while having a repair on a tire that I had a nail in. The service was great and the manager who was in charge of automotive did me a solid. had down to Pep Boys in Van Nuys. Pretty busy spot, but well worth the wait. read more

Despite the bad yelps, I came here out of convenience to get an oil change as it is across the street from my gym. They quoted me two hours at 930am. They contacted me at 1030a to authorize an air filter and radiator cap replacement and advised that a check engine light was on and they would run a test to see why the engine light was on. From the gym, I saw my vehicle parked from 1045-1145a and although they hadn't contacted me, I thought it must have been ready. I stood in line for 15 minutes with one person in front of me. When it came time to process payment, I inquired upon the results of the test and it had not been performed. They directed me to the waiting room where I waited for another 10 minutes as they would " do it now". I looked in the lot to see my jeep still sitting there. I spoke with another member of the staff who said he had the test results and to truly see what was wrong they would need to run an $89 diagnostic test!?!? I declined the offer. Overall, a sloppy, unprofessional experience. read more

I'm writing to you to tell you about the worst customer service experience that I had today at the Pep Boys #888 in Van Nuys, CA. The person that treated me so horribly is the actual service manager, Martin Andrade. At first, another young man helped me get my battery checked and said that I needed a new one. Having the same conclusion,, I went online to see what my options were, and there were about 5 batteries to choose from. Since it's the holidays, I'm trying to keep my expenses down. When I came back in to look for a new battery,Martin was at the register. When I was next in line, he couldn't be more disinterested in what I had to say. He was yawning without covering his mouth, talking to co-workers, burping, etc. So, I said that my battery test failed and I needed a new battery. He looked online and said he only had one to offer me. I said that's weird because there were 5-6 that I saw when I checked online. He said the one that he had was the only one available unless I want the Pep Boys brand which was $10.00 less. I thought that was weird that a representative from your store would be dissing a Pep Boys product. Martin told me that the cost was going to be around $178.00 which seemed awfully high. He wouldn't break down the cost but said that included labor and tax. Then he finally showed me the computer screen but didn't really explain the breakdown. Since my battery was in such bad shape, I said okay, I guess I have no choice. Then I texted my friend friend and he said I was being charged too much and to stop getting the new battery and call AAA because I am a member and they will come to me and swap out the battery for $120.00. Well, again with it being the holidays, I wanted to save $58.97 and use AAA. I came back into Pep Boys and told Martin that I wanted to take my car elsewhere. He said they were working on it and that I couldn't do that. I would think if I said that I wanted to go elsewhere, the service manager would honor that, put in my old battery in and I could leave and call AAA. Nope, that wasn't an option. I really do believe that not only do I feel that I was given no options to choose a battery that didn't cost $178.97 instead of $120.00 from AAA, the attitude was rude beyond belief from the "Service Manager" Martin Andrade. How many other people does he treat like this? He should not be in a management position at all! I felt like I was violated and taken advantage of. I will NEVER go back to Pep Boys again after this experience. I have been a loyal for many years and in one hour, I vowed to myself I will never go back to one of your stores. When signing the invoice, I kept asking Martin, is this you on this invoice as the person that entered the information? He kept himming and hawing and finally said yes, that's me. Realizing that I am going to complain about him, he finally showed a little bit of his human side and said as I was leaving, have a nice day. Right too little, too late! read more

The work is not supervised. After two hours waiting, I discovered that only one of the three things requested had been done. I was told that the battery and the breaks had been tested by observing them. The "helper" said they were done with my car. read more

I went in to Pep Boys because my check engine light came on last night. I just wanted to have it hooked up to the monitor to see what was wrong. Frankie and another man came out to help me. They were able to tell me exactly why the light was on. They also found that the radiator was cracked (I had no idea I was leaking fluid). Frankie was awesome. He told me what needed to be done, gave me a quote and gave me advice. He really knew what he was taking about. He also made me feel really comfortable and not as though he was taking advantage of me (I always get nervous being a girl who knows NOTHING about cars). I would absolutely go back and see Frankie. read more

I bought 4 new tires on Saturday, September 28th, and when I went to drive the car on Sunday morning, all 4 tires needed air. Apparently someone hadn't checked the tire pressure before they released the car to me. I called the service manager at the location on Monday morning to complain, and he denied that this could have happened. He said someone probably let the air out of my tires, which isn't possible since I park in a locked garage. read more

The local Van Nuys Pep Boys is convenient, as it is in the same parking lot as Staples and Costco. It took me 3 trips to get a pair of windshield wipers. My last visit and final was this am 5/13. I arrived in the store and found no visible service people, so I called out for assistance. I explained the problem,, the second pair of wipers they had installed were streaking my windows. I had gone to my dealer to have them replaced, but they said whatever was done on the installation of the last pair made it impossible to put in Lexus Wipers. After finally getting someone to help me, I explained the problem, showed them my receipt from the other two pairs, and was told to go to the service bay. I went to the service bay, they watched my streaking wipers, then told me to go back inside. I waited for almost 20 minutes, the service person inside took 4 customers ahead of me, even though I was first in the store. I stood with my cane waiting, until I finally said something, and asked why all the other customers were being waited on 1st. I arrived at 9:05 and left at 9:55, way too long to wait for wipers. I will not go back to Pep Boys, even though they say the have parts for all cars they clearly do not, and their services is deplorable. Once before the sold me a car mat, but in spite of me giving them the year, make and model of my car, the mat they sold me did not fit. It is better to go to your dealer and pay a little more, and get things right the first time. Poor service, poor products. read more

Staff was very helpful. There was also a young lady with awesome customer service. She helped me find what I needed and rang me up at the cashier. I think her name is Misa. I'm not sure but the location is clean and I was in and out. Thanks to Pep Boys! They still got it. read more

I actually had a great experience with these folks, very courteous but to the point and didn't waste any of my time. Made sure I knew all the options and the pros and cons of each. Always be sure to check on their website for coupons, the company has a dedicated coupon page. read more

Terrible. After dropping off my car at about 3:30 pm, I was told it would be services in no more than 2-3 hours. I never got a call saying my car was ready. I showed up to pick up my car at 7:45 pm, make it 5 minutes down the road and my check engine light came back. They assured me everything was fine and just needed to reset the program in my car to tell the engine everything was then, but that guy went home already. I asked if there was a way to reset it just with the car, and they assured me there was not. There is. read more

These "boys" are the worst. Rude, dismissive and horrible. They wanted to charge a fortune to change out a simple part that, in the end, literally took me 5 minutes to do, myself. I will never go back. read more

Terrible customer service they need more people for sure. The cashier doesnt know how to process the return.