Business Profile

New Auto Parts

Pep Boys

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Pep Boys's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,592 total complaints in the last 3 years.
561 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/20/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my vehicle towed on 10/13/22 for an overheating problem . I was told my vehicle needs a radiator replace and they charged me $1119.00. Once the bill was pay I was told that my vehicle needed a new thermostat and it would be another $400.00 for parts and more labor. I asked this asked why they hadn't diagnosed this earlier and was told they hadn't done a diagnostic test on vehicle and thermostat was a separate issue. I stated it was part of the cooling system and they should have included into the 800.00 labor they had already charged me . I also ask to be given a picture of my so call cracked radiator and was send a photo of a radiator that didn't belong to my vehicle.
Business Response
Date: 11/18/2022
Dear **************,
We are in receipt of the complaint sent to your office by ****************. To further assist ****************, we will need the Pep Boys location she visited. Once we receive this information, we will begin our resolution process.
Regards,
*********************
Customer experience Supervisor
Customer Answer
Date: 11/19/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau: location of the Pepboys is in Pasadena,Ca and the receipt as been attached for one of the over charges

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Business Response
Date: 02/06/2023
We are in receipt of the complaint sent to your off by *** ******.

*** ****** came in on 10/13/2022 for an overheating issue, work order *******.

We recommended a radiator and thermostat she wanted to do the radiator and we told her we would start with that and recheck and the vehicle, it ended up needing a thermostat while the vehicle was still here in the shop. *** ****** eventually approved but requested two separate work orders ******* as documented on the work order. *** ****** was given 10 percent off the thermostat.

We again apologize to *** ****** for allowing us the opportunity to address her concerns.

Robin S****

Customer Experience Supervisor
Customer Answer
Date: 02/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: This statement is untrue i was told my vehicle needed a radiator only and when the vehicle failed to stay cool that when i was told about thermostat and charged an additional fee!

Regards,

******* ******
Initial Complaint
Date:10/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like to file a formal complaint and request a refund.Vechile Information- 2016 **** ******** 1.) car was brought in for the 100,000 service on 5/9/2022 in which I was charged 368.34; however, after having continued issues with the vecihile post all the repairs at PEPBOYS I took the car to **** Service center was told that it was not completed and i needed it. The total cost was (683.00) 2.) car was brought in on 4/12/2022 for an oil change and I was told I was due for the complete coolant exhange and was changed 99.39. I took the care to **** Service Center and i was told that this needed to be completed and was charged a total of (287.00) as it was not done. I am requesting to be reimbursed in the amount of $1437.73 for all the funds spent, due to error caused by by business and not completed by the business during prior visits.. *************************
Business Response
Date: 11/16/2022
Dear **************,
We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
All the repairs ****************** was charged for at Pep Boys were rendered. The dealership was basing repairs services off the mileage. ****************** should have contacted the store before paying for the same services that were done at our facility.
We are denying any refunds be provided.
We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns.
*********************
Customer Experience Supervisor
Initial Complaint
Date:10/19/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In late July I took my car to replace brakes and rotors, not a month later the brakes were making noises again, so I took it to ********* Car repair to find out what happened and they told me that they had to be replaced again. I took my car there because I had lost trust in Pep boys with other things such as oil changes and air filter changes that I had done with them recently. Every 2000 miles my oil light was going off and I had to replace the oil every 2000 miles. In addition, I had them look at the air and cabin filters, which also had to be replaced even though I had replaced them through Pep Boys services. I called the manager and the district manager. The district manager said he was going to get me a refund but never did. I have emailed the receipts, I have called and texted him to ask about my refund but he keeps giving excuses.
Business Response
Date: 11/16/2022
Dear **************,
We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.
We have processed a refund check that was mailed out to *****************
We again apologize as well as thank **************** for allowing ** the opportunity to address her concerns.
Regards
Robin S********
Customer Experience supervisor

Business Response
Date: 02/09/2023
Dear *** *****,
We are in receipt of the rebuttal sent to your office by *** ******. *** ******'s check was sent out on Feb 3, 2023, by *** **.
Regards,
Robin S****
Customer Experience Supervisor
Customer Answer
Date: 02/11/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******
Initial Complaint
Date:10/07/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday October 6, I paid Pep Boys $200 for a lifetime alignment on my vehicle. Upon going in to retrieve the vehicle they were unable to produce the spec sheet that shows the Before & After specs of the alignment. They swore up-and-down that they did the alignment, and even went as far as to tell me that they couldn't produce the document because the printer was acting up. After paying for the vehicle and test driving, I realized that the alignment had not been conducted. I refused to take possession of the vehicle and left it there again today. Today Pep Boys actually put the vehicle on the alignment rack and conducted the service. I now have the spec sheet from today (pictured) that shows that it was out of alignment when they put it on the rack this morning. This is proof that the alignment was never done yesterday. Word to the wise, if you ever get an alignment, always demand a spec sheet. I complained to the corporate office and was given half of my money back.
Business Response
Date: 10/19/2022
Dear ***************
We are in receipt of the complaint sent to your office by ********************. We apologize for any inconvenience ******************** may have experienced at our facility.

When ******************** filed his complaint, the Area Director did an investigation to confirm the alignment was done. The Area Director immediately contacted **** ********* had the alignment redone and provided ******************** with $100.00 refund. ******************** seemed good with the resolution, but then continued to post dissatisfaction. We want to completely satisfy ******************** for his experience and will provide the additional refund of $100.00 for his $200.00 he spent on the warranty. We will provide the additional refund Via check that will be sent to **. ********* address listed on this complaint.

We again apologize as well as thank ******************** for allowing us the opportunity to address his concerns.
Regards,
Robin S********
Customer Experience Supervisor
Customer Answer
Date: 10/27/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
Date:10/05/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Last year in June we purchased four brand new tires for my 2019 ***** ******* from Pep Boys. Since then we have had 3 oil changes done, one of them being at a Pep Boys. Since getting the tires we have only put on 30,000 miles. The back tires have become bald on the outside. The inside is fine. This was pointed out to us at the last oil change and they informed me they did not feel comfortable rotating them because of how bad they were getting. When I took them into the Pep Boys that we purchased them from they informed us that is was normal wear and tear and that because we do not go to them directly for oil changes that they cant do anything about it. Even though the tires are barley over a year old. They then told us that if I can prove they were rotated every oil change that maybe they could get us a pro rate on it. That is not acceptable. These tires are barley over a year old and should not be worn down this way at all. The front tires are perfect. We have no issues with them. I just want my tires replaced and made sure they are balanced. I believe that is the issues that is causing it.
Business Response
Date: 10/14/2022
dear **************,
We are in receipt of the complaint sent to your office by ************. To further assist ************ with her concerns, we will need the Pep Boys location she visited/purchased her tires from.
Regards,
Robin S******
Customer experience Supervisor
Customer Answer
Date: 10/26/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: Nothing was solved.
I purchased the tires form the Pep Boys location at 2010 W Main St, St Charles Il 60174

Regards,

***********************
Business Response
Date: 11/09/2022
We are in receipt of the complaint sent to your office by ************. We apologize for any inconvenience ************ may have experienced at our facility.

************ did in fact bring her concerns to our attention and the customer was explained that to pursue action we must be able to document that proper maintenance has been performed as required by the manufacturer. This would include tire rotations and alignment inspections to make sure that the tires can function as designed. It also eliminated failing suspension components that would cause essive and premature tire wear.

We are happy to prorate the tires for the customer and give them credit for any unused mileage towards the purchase of replacement tires as an act of good customer service.

We again apologize as well as thank ************ for allowing us the opportunity to address her concerns.

Robin S*******
Customer Experience Supervisor
Initial Complaint
Date:09/29/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/18/2022 Pep Boys,44 Berlin Turnpike in Berlin Ct. examined our truck and found Idler arms and pulleys to be at fault. They were paid $656 We got 70 miles out away from family and 120 miles from home and our truck completely shut down. After the expense of hotel, tow truck another $780 in truck repairs and my husband's full day of pay for the 19th gone, we were out another $1230 + tow truck + any additional sales that my husband would have gotten at his missed day at work! Time after time we've gone to Pep boys at many different locations and been disappointed Only reason we went there is we had $250 on card that was once gotten through Pep Boys and that's all the money we had and got stuck in the middle of nowhere and were embarrassed and humiliated to have to ask for $2000 from friend As we thought, the alternator and battery were the problem The alternator would not have been in good condition and gone another 70 and just stopped
Business Response
Date: 10/21/2022
Dear **************,

We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience for any inconvenience **************** may have experienced at our facility.

**************** was contacted, and we have explained that the work we performed over a month ago was two idler pulleys and a new serpentine belt,at that time the alternator was charging fine. The alternator failure now has nothing to do with the repair on September 18th.

We again apologize as well as thank **************** for allowing ** the opportunity to address her concerns.
regards,
Robin S*********
Customer Experience Supervisor
Initial Complaint
Date:09/17/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/15/2022 I went to pick up my car after having tires and an oil change completed at pep boys located at **** **** ********* ****** Joliet IL *****. When I picked my car I was informed one tire rim had a cracked and the crew at pep boys were unable to install the tired. I was aware of a donut on one tire. Once I paid I went outside and notice one tire on a flat and another with a donut. I also notice there was a charge for a wheel alignment that was not completed. I was informed that they would need to contact corporate to get a refund. After looking on my reciept I notice there were additional charges I was unaware of... syn oil labor charge $40.06, **** *** ***** 6 @ $7.39 total of $44.34, ******** oil filter $12.99 203 CF5 $22.99 misc shop supplies $18.01.. None of these charges were explained to me. I could not drive my car home. There was a donut and flat tire, I had to immediately take my car to another shop less than a 1 mile from the shop and I bought new tires and rims.
Business Response
Date: 09/29/2022
Dear **************,

We are in receipt of the complaint sent to your office by ****************. W apologize for any inconvenience **************** may have experienced at our facility.
**************** was contacted by the Area Director who addressed Ms. ******* concerns/experience.
We again apologize as well as thank **************** for allowing ** the opportunity to address her concerns.
Regards,
Robin S******
Customer experience Supervisor
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I visited this Pep Boys location to get 4 tires changed and installed and I shopped on Pepboys.com to find tires that I wanted. I chose the ******** Defenders which had a buy 4 new tires get up to $125 off in installation fees. When I got to the store I spoke to the service manager ******* ****** and he advised me to try a different brand that was in stock (*****), because the ******** Defender was preferred by people looking for a quiet running tire. I wanted a longer lasting more durable tire and so I decided to go with his advice and switch to the ***** brand. I was concerned about how this would affect the deal that was online which was a primary reason why I wanted the ******** Defenders. He promised that he would give me a good deal and honor the free installation valued at $125 AND give me a buy 3 get 1 free on the tires. When I picked up my car I was surprised to see a tire brand I never heard of and did not want, installed on my car. The store clerk ***** started to tell me that he was sorry and that the ***** tire that I was pursuaded to buy was on backorder and so they installed this brand of tire. I was not happy to hear that a reputable name in the car maintenance industry would not give me a call and let me know that there would be an issue with my work order, and instead proceed to do a job that I did not give permission to do. The next surprise was my invoice. I did not get the buy 3 get 1 free deal and I only received $99.98 off my installation package instead of the $125 as advertised online(as seen on the attached receipts). When I took my car back to the store they told me to contact the corporate office who would help resolve my claim. I spoke to a man named **** who told me to go back to the store manager to get resolution! So they have me going in circles probably hopeing that I will give up on this issue. I am requesting a refund of $119.01 (cost of the tire plus the difference in installation cost) to honor the deal that I was promised.
Business Response
Date: 09/27/2022
Dear Ms. *****,
We are in receipt of the complaint sent to your office by Mr. *****. We apologize for any inconvenience Mr. ***** may have experienced at out facility.
Mr. ***** was contacted and will return for a diagnostic.
We again apologize as well as thank Mr. ***** for allowing us the opportunity to address her concerns.
Regards,
***** *****
Customer experience Supervisor
Customer Answer
Date: 10/03/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because: The response by ***** *****e is a lie. I was not contacted by Pep Boys and I never said I would return my car for a diagnostic. This response was frankly insulting. Did the business even read my complaint? Is ***** *****e even a real person? It seems like an automated reply by a computer or perhaps a copy and paste, pre-packaged response that every complaint gets. My issue does not need a diagnosis, *****. All I am asking for is the price that I was promised at the Pep Boys location at **** ***** ***** ****** ** ***********a.

Regards,

**** *****

Business Response
Date: 02/06/2023
We are in receipt of the rebuttal sent to your office by Mr. *****. I apologize for the response not having anything to do with Mr. *****’s concerns. If Mr. ***** has not received his refund from the store, we ask that he advise us and provide his address, and we will process a check for the $119.00.

Regards,

***** *****

Customer Experience Supervisor
Customer Answer
Date: 02/06/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
I will accept this outcome upon receiving refund check. Please send the refund check to
**** *****
*** ** ********** ***

********** ** *****

Regards,

**** *****
Initial Complaint
Date:09/09/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On aug the 4th i went to pep boys to find out why my car was jerking when i came to a stop sign and started jerking when i sped up and i also said the engine light would come on and the cold air would start blowing warm air ..They kept the car i came back two days later and told me they did not fin anything wrong with the engine and charged me 187.00 for looking at my air condition. the next day i was driving my car it stared jerking and doing the same thing so i went back and told them, the machinic drove the car and said it must be the transmission and said we dont't do transmissions .. i ask for a refund because they didnt do anything to try and fix my car....the next day my car was towed because it was doing the same thing and started smoking..the problem was engine valve cover right and left, exhaust manifold m right and left total cost 887.28 dollars.. They oweme my 187.29 because they did not do anything...
Business Response
Date: 09/23/2022
Dear **************,
We are in receipt of the complaint sent to your office by *** ******. We apologize for any inconvenience *** ****** may have experienced at our facility.
*** ****** was contacted and advised that we will be providing him a refund check for $187.79.
We again apologize as well as thank *** ****** for allowing us the opportunity to address his concerns.
Regards,
Robin S****
Customer Experience Supervisor
Customer Answer
Date: 09/28/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
Date:08/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 22, 2022, I took my car to have front brakes done at Pep Boys #****, **** **************, I got an estimate of 701.65, for all work to be done, After I examined the bill I was told by the clerk that Pep Boys will not do brakes without also replacing the rotors, So I was charged for front brakes and rotors. I had the front rotors replaced on December 10, 2021, So the front rotors was replaced in 8 months, this was all done at the same store location, I called to let the manager know that I had the front rotors already replaced in December 2021 and he then told me that the brakes cannot be done without replacing the rotors also. I would like a refund for the rotors because I know they didn't need to be replaced. I have my receipts for both jobs.
Business Response
Date: 10/03/2022
We are in receipt of the complaint sent to your office by ********************. We apologize for any inconvenience ******************** my have experienced at our facility.

******************** was contacted and offered a discount next visit.
We again apologize as well as thank ******************** for allowing us the opportunity to address her concerns.

Robin S********
Customer Experience Supervisor

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Pep Boys is BBB Accredited.