Pep Boys, El Paso TX

Worst experience I’ve ever had in my entire life. I got there right at 9 for my appointment they didn’t open until 15 minutes later I proceeded to walk in and the service advisor was extremely rude like if he didn’t want to work and I bothered him by showing up for my service. I tried explaining to him that I’m not too sure what was needed yet gave him a generalized idea of what I could need but if they could check my suv but he kept proceeding to ask me what did I need when on the website for PepBoys it states if unsure they “got it covered. ” He told me to wait until a mechanic shows up which was 10 minutes later so they didn’t work on my car for another 10 minutes on top of that. They proceeded to check my car and only thing I got done which was an oil change. I paid for my service and as I left I tried using my turn signal just to realize the mechanic who worked on my car broke it because it was out of place and couldn’t be put back in i automatically did a u-turn to let them know. As I get there the advisor upset that I’m back asks what did I need now? I told them what happened and he decides to question me I told him he could go look he said he should. He looks at it and says they didn’t touch it at all. I told him it was working when I got there he proceeds to ask if I’m blaming them I said I wasn’t but if it was working with me why is it all broken when I left after getting my service done with them. He said that they didn’t break it all because “they never touched it, that someone “super strong” would have had to break it. ” I said it wasn’t me and he made a face like “sure you didn’t. ” I told him so how much to fix it he didn’t know so we went back inside he’s calling other pep boys stores to see if they have the part. He tells me they wouldn’t get it for two days and that they were gonna charge me $400 for labor. I told them I needed it now because I didn’t break it and he kept continuing with that they didn’t break it or touch it. I told them they did because for inspections they check turn signals lights and break lights which I saw them do. He said, “they didn’t do it hard, so it must’ve been me. ” I said no I didn’t which was why I returned in the first place. He told me to get the part from autozone instead and they would replace it for free but not until the next day and continued to blame me for breaking it and that oh well it’s my problem to drive like that since they couldn’t do anything since they they didn’t break it supposedly. I am never going back to dyers pep boy’s location ever again in my life worst experience with incredibly rude and unprofessional workers who could care less about their customers safety. The mechanics name is Maximino R and the advisor would be Juan R.

Unprofessional and rude workers. Will be careless with your car then try to charge you to fix what THEY broke. Can’t even own up to their own mistakes.

My wife and I got towed to Pep Boys around 730 at night. The store didn't have my tire in stock but said it would take a few days.

The Pep Boys staff stayed open an extra half hour so that my wife and I could wait for a ride without standing in a dark parking lot. We really appreciated it.

I went on Sunday for the screw in my tire, they fixed it right away without any waiting. Service was done pretty fast and i definitely recommend Pep Boys for your car

Excellent service love the web tracking status of your vehicle. Great customer service love my new tires.

The Coolant flushing machine has been out of order for some time. Should I have my car service else where?

Service, communication, and prices were great. Overall customer service was a good experience, I’ve been going here since living in El Paso and have never had a problem.

In my original post for this Pepboys location I gave 1 start due to an issue with scheduling, as I did not receive vehicle maintenance for a time sensitve issue. Peyboys reached out to me the next morning and owned their mistake and offered an explanation and wanted to keep my business. I rescheduled with them and they performed brilliantly and sent text updates. Their final report included pictures of my vehicle with detailed reporting. I greatly appreciate the honest and candor interaction. I do recommend their services. A mistake was made and they owned it. Thank you for your customer service. My vehicle is running very smoothly and I am happy with the results.

Pep Boys was extremely helpful with us because our car would not stay charged and started. Our car is somewhat unique because of the placement of the battery but they had us up and running in a short time. They were also very consciousness observing that we were Veterans and making sure they gave us a discount as well. They ran a diagnostic on the system to check and told us the system was fine. However, cautioned us that while working on the battery (they had to remove the wheel to get to it) noticed that we will need brakes and shocks soon (the car has 170K on it!). They took the time to make sure we were cared for and the car was in good condition. I appreciate their help and their attention to detail and their friendliness. I will return to have them work on my vehicles again. Thank you Pep Boys!

Very Informative. I dig the new service tracker link they provide and the pictures they provide that backs up what they see as an issue with your vehicle. Andrew's communication was on point. His customer service was delightful. I'm glad I stuck with Peo Boys to work on my SUV. Due to Apex towing mishandling of my tow request, Pep Boys almost lost my business. But Pep Boys roadside assistance came through with a save and found another tow company (Express Towing). All that made up for waaaay better experience. I appreciate that.

I have been a Pep Boys client for 20yrs in the Chicago land area, and when I was recently in El Paso TX I was happy to have been taken care of here. I knew I could trust Pep Boys! Not only was it a Sunday but Father's day and all of my car needs where met. From the service counter to the mechanic. Thank you all at this store you all really saved my road trip! A million thanks and keep up the good work! I will continue to recommend Pep Boys!

I give them 5 star because I tool in my dodge 2018 for ac service, and they knocked it out real quick I was truly amazed customer service was excellent as well. I will definitely bring the rest of my cars. Thank u Abraham

Thank you Abraham for taking care of me with my car. Thanks to you and your techs, I now feal safe driving my car again.

TLDR- In conclusion, it's a hit or miss here. If you are lucky, you can get an oil change within an hour, if you are not lucky, just drop it off for a day or so, if you have that ability. Appointments mean nothing here.

There is an issue with appointments. I wanted an oil change. Made an appointment Friday evening and chose Monday morning as it was open for scheduling. It asks, will you wait with your car and i chose yes as i still need to go to work afterwards. I get to the store at the time of the appointment and the man acknowledge la the appointment and then asks if i will be waiting for the car, to which i respond "yes". Well, he informs me that there is a wait. Responding to my inquiry on how long he thinks it would be, to which he responds "7 hours"! I guess my face is showing signs of being displeased so he informs me that appointments are for dropping off the car. They could have emailed, texted, or called that very morning to inform me they were overwhelmed with work. I get it. But i also get what appointments are for. No where in the website does it state that appointments are for only dropping off your car. If i didn't need my vehicle, i would drop it off whenever, and pick it up once it's ready, whenever that will be, with no appointment. There are early and late vehicle drop off options but that's not what this was. I have nothing against the man who i was speaking to nor any of the employees here, I've come here over the years and to be honest, i never had issues with something like this until the last year or so. They are all great and do good work. However, something happened, all i can do is blame the company itself. Looking at other reviews, it seems i am not the only person who's been having issues. Hiring more people would probably be a good idea but I'm sure some higher-up is saying, "it's not in the budget". Well, I'd argue, it's probably not in the budget to lose business with reviews like this either.

Needed a tire replacement under warranty and either pep boys is using 1990’s technology or the guy at the counter was incompetent but they didn’t want to help me without the original receipt telling me since I bought the tires at another store they couldn’t look me up in the computer. I had to call the other store and have to one guy talk to the other guy to tell him I had road hazard for my tires. In the end it still cost me 90 dollars to replace my tire… I had a similar issue with my other vehicle but At discount tire it only cost me 19 dollars for the same service. If looking to buy tires I would not go to pep boys.

The hidden fees for their promotions are wild, when in expecting a 700 bill and it shoots up to 900 for all their "mandatory" fees
Edit: I went to Sam's and got better quality tires for less, their install prices are low, unlike pep boys. They also include tire warranty in install price, and it's still cheaper.

This store is a really joke, I took a 1971 280 SL Mercedes for tire repair there was a nail in the tire. The technician evaluated the tire and concluded the tire was repairable.
The manager overrode the technician and stated that the tire would not be repaired due to the fact that the rim COULD be scratch during the repair process.
Bottom line the manager decline to perform the repair due to possibility of scratching the rim.
Don’t waste your time visit a professional shop…