Eddie Banks-Crosson

Review of Pep Boys

I had an unfortunate experience with this location...

I had an unfortunate experience with this location. Today, 1/15/2018, I called this location for an appt for an oil change. My appt was at 11:30a. I dropped my car off at 11:25a and went to meet a friend for a few hours. I returned at approximately 2:45p. I walked up to the counter, and the gentleman asks, "what's your name again?" I gave him my name and he walks off into the service bay area, only to return to tell me that they were about to pull my car in now. Huh? I asked the time frame to complete the oil change, and he replies "another 45 minutes." I simply respond with, "please give me my keys." He says, "but we're about to pull your car in." Sir, I called and made an appt., and it has been 3 hours!? Further-- I only want an oil change. This makes no sense. He replies, "we've had a lot of cars and we take appts because we don't take walk ins." Huh? I acknowledge that I'm not an automotive professional; however, I will offer that this suggested business model doesn't make sense. Additionally, I find it "interesting" that as soon as I returned, 3 hours later, "they're pulling my car into the bay." This is a huge inconvenience . What would someone do who actually had plans? Lastly, if I needed to leave my car the entire day FOR AN OIL CHANGE, that should have been shared once I made the appt. I normally take my vehicle to Cherry HIll for oil changes and maintenance. Once, I had a very positive experience with a mechanic at this location previously, which made me think this would be a good opportunity to move my business to Philly, where I live. #fail. Perhaps the experience is based on who you get, and I just got the wrong person. My feedback would be to evaluate basic business practices and customer service. Unfortunately, I won't be back to gauge improvements if they are made.