I took my 2024 Kia Soul to Pep Boys for a Virginia state inspection. I picked up the vehicle around 6:30 PM and drove it directly home. I did not drive the vehicle again until the following day. The next day, as soon as I started driving, the infotainment screen suddenly shut off, and multiple safety warning lights illuminated on the dashboard. This was extremely concerning because I had never experienced any issues with the vehicle before taking it to Pep Boys for the inspection. I immediately called Pep Boys and explained what had happened. I informed them that I was just now driving the vehicle after the inspection and that these issues had never occurred previously. Rather than offering to inspect the vehicle or investigate the problem, the representative immediately became defensive and stated, "We didn't do anything to the car. That has to just be a coincidence. There's nothing that can be done during a state inspection that would cause something like that to happen." I found this response disappointing and unprofessional. A better customer service approach would have been to invite me to bring the vehicle back so they could evaluate the issue and determine whether there was any connection. Additionally, after completing the inspection, Pep Boys provided me with a detailed report containing numerous recommendations for repairs and maintenance. The report included photos and videos of components such as filters and other vehicle parts, demonstrating that employees were handling and inspecting more than just the basic inspection points. Because of this, I do not believe it is appropriate to immediately dismiss the possibility that something may have occurred during the service visit. Unfortunately, this is not the first negative experience I have had with Pep Boys. On a previous occasion, I brought my Mercedes-Benz to Pep Boys for a wheel alignment. After the alignment was completed, the vehicle began driving abnormally and making unusual noises. I ultimately took the vehicle to Mercedes-Benz for diagnosis. Their technicians immediately discovered that components had not been properly secured. Mercedes-Benz documented the issues with photos and videos and advised me to return to Pep Boys to request a refund for the improperly performed alignment service. On another occasion, I brought a different vehicle to Pep Boys because it had damaged struts. At the time, I was not mechanically knowledgeable and relied on their expertise. Pep Boys informed me that the struts were bad, but instead of recommending that I repair the struts first, they sold me four new tires. I later learned that replacing tires before repairing damaged struts is not advisable because the faulty suspension can quickly cause uneven tire wear. Looking back, I feel that I was taken advantage of rather than being provided with honest and appropriate guidance. Based on these experiences, I cannot recommend Pep Boys. My concerns extend beyond the current issue with my Kia Soul and include a pattern of poor customer service, dismissive responses to customer concerns, and questionable service recommendations. Customers deserve to be treated respectfully, have their concerns taken seriously, and receive honest, competent automotive advice. read more

Came in with a nail in a tire and air pressure dropping. Service manager Brian got me right in and Nicholas had it fixed in an hour. Many thanks for the great service! read more

Had such a great experience here! I came in after another shop quoted me $400 to fix a parking light, claiming the bumper needed to be removed. Pep Boys took care of it in about 40 minutes for $45 -- and even swapped out my headlights at no extra charge. Everyone was super helpful and straightforward. As someone who doesn't know much about cars, I really appreciated how easy and stress-free they made everything. Will definitely come back here next time I need something done! read more

Woke up early Sunday morning and noticed a screw in a 6 month old tire. Searching for a place that's open on Sunday , had the size required, and could make a last minute appointment sent me to Pep Boys! When I arrived I was told there were two customers ahead of me and I could relax in lounge. Less than 20 minutes later great news! The screw did not go thru the tire - no charge! Most places would have taken the $$$ and I wouldn't have known. What could have easily been a $200 expense was averted! Thanks Pep Boys read more

Pep Boys - Customer Lounge - Auto Repair Near Me - Virginia Beach, Virginia

Horrible experience. I booked an appointment online and when I showed up I was told "I was one of ten for the 10:00a.m. Slot" and "come back tomorrow or something" well 1, how can you book 10 people for the same time slot and 2, the guy told me to come back and 3, when I said no I'll stick to my time that I made on the website he said "he'll get to it when he gets to it" when I asked for a time estimate the dude rolled his eyes and stormed off into the actual vehicle bay. I waited for 3 hours then left and called back 2 more times and got the run around. I had to physically show up and grab my keys. THERE WERE NO OTHER CARS BEING SERVICED AND 6 DUDES STANDING AROUND. Wtf is this service. read more

Absolute crooks! Went there for the first time today to have a flat tire repaired and was advised because I have all wheel drive they couldn't replace the one tire, that I would need to buy 4 new tires. My car just passed inspection 7 days ago. Went to Firestone on Holland and they advised that I only needed the one tire replaced! Please don't go to Hutton Lane Pep Boys if you're a female alone. Sad thing is the tech who said I needed 4 new tires was also a female. read more

Took my SUV in for an oil change and state inspection the other day. No problems found, except they filled the crankcase of my V6 engine with only 4 quarts of oil instead of the manufacturer recommended 5 quarts -- meaning it was 20% low. Good thing I checked the dipstick when I got home to verify their work. Confirmed with the reading of ADD, took it back the next day and they added the missing quart for me. I'm guessing quality control might be lacking at this location since my make and model should have alerted the service tech that 5 quarts were needed for the change. read more

Beware and don't go there if you are a girl who doesn't know about cars.They will rip you off!! We made an appointed for brake services.Front desk verified that their machine is working for resurfacing the rotor.The day of the appointment the guy on the front desk said it's broken and have to buy the rotor. They even added other things to the service that I don't think are needed but made it sound like it's a must other wise it will not pass the inspection.They are unfriendly and totally unhappy the way they treated customer. If you can, find a honest mechanic who will give you the best service and will not take advantage you. read more

I dropped off my car Thursday morning February 3. There was a leak in my coolant hose, which I was aware of, and did not have the time to fix it. So I decided to have it serviced at the Pep Boys. I've received my car back later that evening and the check engine light was on my dash (there was no light on my dash prior to me bringing it to this Pep Boys). By Friday morning the traction control light came on follow by the check engine light flickering. I'm aware it's an issue with ignition coil... These people are very shady, I will not be returning. Find hospitable mechanics, or learn the trade yourself! read more

Pep Boys - Auto Repair Near Me - Virginia Beach, Virginia

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I recommend for tire and brake services. I was able to upgrade brake pads for a small amount in order to reduce the amount of brake dust on my new white wheels. Staff are friendly and they started working on my car right away. I was able to walk to nearby shopping centers to kill time until it was ready, but they do have a nice waiting area. Also very accommodating since I was not able to collect my old tires right away. My boyfriend recently had work done at this Pep Boys and had a good experience as well. Thanks! read more

Straight out WRONG. I took my car here for an inspection. The front desk calls and says it failed inspection due to the suspension needing work with a cost of $1,300. I picked up the car and took it to the dealership and the car passed inspection within one (1) hour of me picking it up from this Pep Boys location. JUST WRONG! I normally don't complain about things but this was straight out wrong! read more

Replacing the front bearing on a 2002 Corolla. Bought the part at the counter and went to the service desk to get a price to simply press out the old bearing and press in new. Service counter quoted $340 dollars! Told him that is not correct, this usually runs about $40. Nope, he said some crap about "things could break" and even went back to check with mechanic. I was told I would need to pay full price as if they did all the work, remove and reinstall the whole hub... Total BS. Forgetaboutit... returned the part and walked out the door. I'll find an honest machine shop that isn't looking to rip me off. avoid this place for service. read more

Been a happy customer for 3 years, mainly oil changes and inspections. This time came in for check engine light. For a cost of $109, they diagnosed it as the MAF sensor needing replacement. Pep Boys quoted me an additional cost of $700 for part and labor. Additionally, the part would have to be ordered and would take 3 days to arrive. This insane cost was all the motivation I needed to look at alternatives. I saw Amazon had the OEM part for $268. Received it in two days and replaced it myself in half an hour. I am super thankful to the mechanic, "Erik P" for diagnosing the problem correctly, which really was all I needed. Four stars for him; minus one for whoever makes up the $ amount that gets charged to customers. read more

Paco and the staff were very helpful. It was late in the evening, close to closing time but they still got my tire fixed. I really appreciate the quick and friendly service. I will be back. read more

Place is changed in few months bad alignment performed, rechecked in another place. Careless personal. Whatever service. Reminds me careless Nissan Boney Rd dealership. read more

The workers at this store are so incredibly rude, a female worker had an immediate attitude with me and belittling tone. Never had a worse experience at a pep boys before and will never return. I understand why this store has such a low rating now. If you're considering asking a question or doing a return, good luck! Don't waste your time coming here I'd recommend literally anywhere else read more

Broke jam nut. Denied it at first. Showed them picture. Then they explained why it broke. Thanks. $250 in labor to replace tie rods. Wow. Must be charging $200 an hour. read more

Pep Boys - Auto Repair Near Me - Virginia Beach, Virginia

Car failed inspection for rear brakes. Quoted price for repair was: parts (rotors, pads, caliper, 2 hoses) $408.04, labor $243, shop fee $35., tax $26.58, for a total of $712.62, which seemed very high. I declined repair, went online and ordered premium parts through Amazon that included two calipers, vice just one caliper in the quote above, and received all by UPS within five days including shipping and tax for $193.52. Labor for installation by my regular mechanic was $125. for a total of $318.52 Pep Boys passed the car on re-inspection. The $394.10 saving was well worth the minimal time and effort. read more

Let me make an appointment for a state inspection and then when I got there they said they don't do state inspections on Thursday. Why did no one call me to cancel? read more

I took my car here for rear brake replacement after it failed state inspection elsewhere a few days before. I had an "appointment" at 11am. I dropped my car off and called back at 12. They said they were backed up and hadn't touched my car. They called me back at 12:45 and asked me, " Are you aware your key gets stuck in the ignition? We were hoping you could offer us some insight into that?" I told them I have never had a problem with that before. They went on to tell me that not only did my ignition have an issue and my rear brakes needed replaced, but my front brakes "probably barely passed inspection and those need replaced too." As well as rotors and 2 front tires because the tread was worn down. I told them my tires had recently been replaced about a year ago. They said, "It's just the front two tires that need replaced." I went on to remind them that I had all 4 tires replaced last April or May BY PEP BOYS and they should check their system first next time. I told them to replace my rear brakes only, as requested, since my front brakes passed inspection only days before. My car was finally done at 230, 3.5 hours after I dropped it off for the 11am appointment which I was told takes 1-1.5 hours tops. ***update*** I was reached out to by pep boys social who commented to this post. Within a week I had heard from the manager at the pep boys I had taken my car to. He proceeded to tell me that my car did in fact need new front brakes. To which I explained once they originally told me I need new tires (and I clearly do not) that I felt their other "suggested repairs" were not valid either. He seemed to be confused by this so I explained to him my original review. He said he'd be happy for me to come by so he can see the tread on my tires himself and regardless would put two new front tires on the car free of charge to make amends. I went to the store on the day he suggested and he was not there. According to his coworker he was ill and that they were expecting me. (This is the same guy who oversaw my original repairs.) We went to my car together and he measured the tread. The outer two treads were just barely measuring yellow on their gauge and the inner tread was green. He read the numbers to me but I don't recall them (I'm not a mechanic and they went in one ear and out the other). He was very short and essentially said I needed new tires all over again. He said the outer two treads were worn and the inner one was fine. He said because the outer ones were worn they suggest replacing them and then said "that's all I know we were to discuss, do you need anything else?" No sorry for the big inconvenience we've caused you, no here are the tires we offered you (that you didn't ask for), nothing. Not once did they offer at my original appointment OR this follow up the FREE TIRE ROTATION that they offer when you buy your tires with them. Rather, both times let's tell this woman she should buy 2 brand new tires instead of rotating them which is at most all she really needs. Huge waste of time, would not ever recommend them. read more

Pep Boys - This is my front tire that was recommended to be replaced. - Auto Repair Near Me - Virginia Beach, Virginia

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Took car in for simple inspection, and got denied for issues with ONE tire. Got recommended to replace ALL of them for 500-600 dollars, or purchase one for 250 dollars just to pass inspection. Took my car to dealership where they checked my tires right in front of me and told me I was being scammed. Only had the car for a year, AND it only has 32,000 miles on it.... No indicators on in the vehicle... Why am I being recommended to replace all tires... No wonder the lot was empty when I got there. Should've read reviews beforehand read more

I went into pep boys for a simple plug/patch on my tire. Was called 2 hours later and told I needed a new tire. (original tires with 18K miles). I told them I would pick it up. Once I arrived the manager showed me how they had completely destroyed the tire. They told me they would order a new tire and split the costs. I am reasonable but seriously...after they destroyed a perfectly good tire. Nonetheless, they order a new tire and told me the cost was $500.00. I told them tire rack has it for $267.00 and the dealer has the tire for $360.00. They ended up prorating the tire and cost me $134.00. I would have any dealings with Pep boys and will tell my story about what they did to many. read more

Went with my child's father to get his inspection done on his 02 Ford Focus. He failed and two weeks later we have completely fixed everything described to be a issue, Brand new parts for everything that caused it to fail the first time. Including To much movement in the ball joints, exhaust leak, a melted headlight bulb and a rear brake light was out. The entire set of bulbs for the break light above the window was replaced even though only one was out. Only one side needed a new ball joint , however we bought BRAND NEW ball joints and replaced BOTH previous ones. We bought a brand new bolt on exhaust. It was brought back in today for the re-inspection from the first fail. He was failed again for to much movement in the front left ball joint and an exhaust hanger. However, it isn't a stock hanger so it doesn't count for inspection. And again WE REPLACED BOTH ball joints , control arm pieces and everything. We bought brand new parts and replaced everything claiming to be wrong with the car. The female at the front desk was absolutely rude as f**k the first time we were there. The fat guy at the counter was beyond rude and disrespectful to my child's father the entire time he spoke to him, 4 in total. When he called to say the car failed for the second time he had a shitty attitude and said nothing more than "the car still fails" and promptly hung up. Didn't even provide anymore information about why it failed or give any time to be asked. read more

I mean seriously they prices are ok. Basically the same as local competitors have. Nice online promotions and website. It just may be this specific location. I scheduled few days ahead oil change on Sunday but when I got there they didn't have time to change my oil due to bla bla bla. Cool. I went next door shop and paid the same price. Another situation pissed me off. I ordered set of tires online and scheduled installation and alighment week ahead. I dropped my car and within an hour got a call stating they couldn't do an alignment cause my inner tire rods are broken and asked for additional 500 to replace them. I have some mechanical background and told them don't do it. My car is almost brand new. I took tires off at home to confirm tire rods were perfect. I guess they wanted my money more than my business. I'll not come back. There's enough competition in VB area to be picky. read more

I have been a loyal customer to this shop for over 5 years... The last two visits have been extremely poor. Over double the amount of time promised, not completing services asked for. I blame the desk personnel - NO attention to detail, customer service, etc... over an hour after I arrived, a service technician was the one who asked me if i had a car waiting. Unsatisfactory. Ill be taking my business elsewhere from now on read more

If you are looking for quality auto repair for a good price then look elsewhere, took my vehicle to the Hutton lane location for some routine maintenance and more, this is what I received, the manager began by telling me that his facilities could not handle a simple fix such as leaf spring bushing replacement, positive better terminal replacement, and parking brake adjustment. The laziness and overall service was astonishing, I was still charged $125 for parking brake service, which the technician did not fix. The employees here will look at your vehicle, determine how they can make money and nothing else. Buyer beware. read more

I saw some of the review, but I always get great service here. Go talk to Stephen and get taken care of, he always tells me exactly what I need and helps with pricing. read more

I don't understand the bad reviews! I've come here twice already and I've walked away beyond happy both times. Once you engage their customer service they're some of the sweetest people. Fast and efficient with my car too. I thought it would stay over night for repairs and two hours later I got a call that it was ready. I definitely recommend this place and the pep boys credit card helps so much! read more

On March 12, 2023 around 9:45AM, I went to Pep Boys at 321 Hutton Lane, Virginia Beach, VA 23454, for a left rear tire repair. I showed the service manager, Sarah, the screw in the middle of the tire. Sarah was nice and professional throughout this whole situation. My car was ready at around 11:05AM and I thanked her for taking care of it so quickly. However, when I got home, I noticed that there were no signs that the tire was ever dismounted from the wheel. There was no residual tire bead lube or bead sealer. Then, I found a sticky plug was used instead of a complete rubber patch/plug combo. Those sticky plugs are for temporary use only and I could have done that myself but I wanted it repaired correctly. The tire repair plug and patch combo has been recognized by the USTMA and the TIA as the safest and correct way to repair a tire. I'm a mechanic too and know exactly what's going on here. Sarah corrected the problem but this issue should never have happened. My invoice shows Jason H. as the mechanic. I put all blame on Jason as this person tried to save time by cutting corners, probably thinking I wouldn't notice but Jason also put my safety at risk by doing this. Imagine how many tires Jason "fixed" incorrectly. I wonder if my tire was even rebalanced after the repair. This was my first time getting service from Pep Boys and will be my last. read more

I usually get my Honda Civic serviced here. Tonight I popped in because my check tire pressure light was on. Robert was nice enough to check the pressure for me. I really appreciate it. read more

I had a flat tire, late in the the evening, my usual place just closed prior to the tow truck showing up. The tow truck driver suggested Pep Boys. It was close by and I was so glad. Once we arrived at the counter, Mr. Paco directed the tow driver to a designated bey. My service was fast and efficient. Thanks Mr. Paco and crew for a terrific first time experience. You will see me again!! read more

Car was shaking so I brought it in for repair. Got it back the same day and it is running perfect! Great job and great customer service the whole way! read more

I had a great experience at this location. Read the other reviews and did not experience any negativity from the front desk or the technicians. I had my tires balanced to correct shaking in the steering wheel, which they recommended after I told them the issue. They also did a free vehicle inspection with the service, and I appreciated them not giving me a list of "recommendations" like I've experienced at other auto shops. I would definitely recommend this location, and will return for future service. read more

My husband spent 5 hours today, bought new tires and had then put on and balanced. I guess if you are willing to wait and wait and wait, give them your business. Personally, they gave him the business. To spend 100's of $$ and treated like this. read more

Customer service sucks, seems like no one in service center is ever available, if I make an appointment at a certain time, I expect them to look at my car at that time, not an hour later. The assistant manager compared themselves to doctors appointments, ridiculous. read more

This is the worst place to get your car Inspected . They did a FAULTY inspection because a week after they inspected my car the front left tire they supposedly took off during inspection FLEW OFF! We got the state trooper involved because the manager didn't take any responsibility for it and said it was OUR FAULT because even tho the paper work STATED they took off the front left tire, they never did so they didn't even do a FULL proper inspection that we paid them to do . They didn't seem to care that I could have been seriously injured and my 2 year old could of been in the car when it happened . My fiancé and I went up there 4 times within a month and a half because the area director was suppose to call us and they never did. I have probably $1,000 worth of damages because the Pep Boys inspector was being LAZY and didn't do his job properly . DO NOT GO TO THEM. THEY DO NOT DESERVE ANY BUSINESS. read more

The worst experience I've ever had shopping at a pep boys. Pep boys and most "auto parts" stores already have a stigma for bad customer service and people who don't know what they're talking about but this was just absolutely laughable. Got out stuff just wanted to check out and the lady at the checkout proceeded to be on the phone so, fine, she's busy in the phone let's wait or see if someone else can help. Another lady asked hey did you guys have any questions? We said yes we are just trying to pay for our stuff and she points at the checkout sign and says yep go to checkout and walks away and we are trying to tell her the lady is clearly on the phone when I know for a fact she had the capability of checking us out. Disgusting behaviour and attitude. I'm sure to never go back to this pep boys ever again. read more

This was my go to place for all things auto until I took my vehicle in for State Inspection a few days ago and it failed due to "rear brake caliper locking up". Low estimate was $400 and $600 if caliper needed to be replaced. I found this odd as I get great gas mileage and can't hear any noise. I took for a second opinion and informed other inspection station about possible issue and they said brakes were fine??? I'm glad I trusted my instincts.....and there seems to be a recurring theme in some other reviews. read more

Incompetent. Ordered the incorrect part. Left my car there a few days. Then they the same incorrect part. Didn't even get a phone call about it. Car was there Thursday- Sunday to simply get a trailer hitch installed. It just sat there. Worst part was me having to call them to come pick my car up and "uhhh oops yeah...." read more

3 for 3! I made a switch from getting my Subaru repaired at the dealership to Pep Boys due to price. Pep Boys has saved me hundreds of dollars! Each time I've been there everything being done on my vehicle is explained to me. The entire team at Pep Boys are friendly, professional and honest. Honesty is important when dealing with repairs on your vehicle. They have earned my business and I will continue to bring my car to them for all repairs. read more