I cannot speak for bad experiences of other customers but one thing i can say is that my own personal experience at the pep boys in San Fernando, CA, has been great. Every time I have been in that store to have my car fixed, I have received a very welcoming attitude and helpful advice. Personally, I have dealt with Jose Hernandez on multiple occasions and he has been very helpful every time I have been there. I have compared prices across the internet, and pep boys is cheaper than the dealer and many other places.
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