Complaints

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

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• 

  Pep Boys

  1 Presidential Blvd Ste 4 Bala Cynwyd, PA 19004-1017

  
• 

  Pep Boys

  274 Amherst St Nashua, NH 03063-1704

• 

  Pep Boys

  50 Durgin Lane Portsmouth, NH 03801

• 

  The Pep Boys -Manny, Moe, Jack

  65 Court Street Hackensack, NJ 07601

• 

  The Pep Boys -Manny, Moe, Jack

  6814 Tilton Rd Egg Harbor Twp, NJ 08234

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:08/11/2022

  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.

  Hello Sir,I have a 2011 *** **. I was getting a clunking sound from front wheel. After Diagnosis, the Car Repair Shop told me that it is due to damaged Struts. I purchased Genuine *** Struts, took to Pep Boys which is located in Palatine, IL (Store # ****). Pep Boys provided estimate $720.12 including tax. European cars don't come with Assembled struts with coil and mount. While giving my car I have specifically mentioned that I'm replacing struts because of clunking sound. I also clearly mentioned, if any other parts required, I would buy those parts from *** Dealer as I prefer only *** parts. Pep Boy's mechanic shop manager agreed. Next day, I got my car back and Pep Boy Manager told me that the work was completed. He said no additional parts were required and he replaced mount from old strut to new. I felt relief and paid money and took the car home. Immediately I noticed that the issue was not fixed, the clunking sound continued. As it was 6:30 PM, I took the car back next morning to Pep Boys and told them that the clunking sound didnt go away. The issue remained, was not fixed. The Manager didnt talk to me, instead he sent his Assistant. After I demanded to speak to the Manager, the Manager came and said that I provided the struts, so they were not responsible for it. I took the car to *** dealer service center, and asked them to diagnose the problem. As per the *** service center mechanic, the old bushings located under and above the Strut are causing the clunking sound. He showed me the video. He told me that Pep Boys should have notified me that the bushings were damaged and need replacement because when mount is removed, bushings are also removed. Clearly it shows, Pep boys Mechanic intentionally hid the fact and replaced same damaged bushings. Even after spending so much money, the clunking sound didn't go away just because of the negligence of Pep Boys. Customers don't get free money. Every penny is hard-earned. I request Pep Boys to fix my car

  

  Business Response

  Date: 09/22/2022

  Dear **************,
  
  We are in receipt of the complaint sent to your office by **************. We apologize for any inconvenience ************** may have experienced at out facility.
  
  ************** had his *** checked out for a noise/problem by a *** dealership. They told ************** that he needed new struts cartridges. ************** brought his vehicle in with the new struts and asked if we could install them. After the install ************** came back about the noise. He went back to the *** dealership and was told he needed mounts and bushings.  We installed the new mounts/bushings, and the noise went away. We did help ************** with the cost of the installation of his parts.
  
  We again apologize as well as thank ************** for allowing us the opportunity to address his concerns.
  
  Regards,
  
  Robin S*******
  
  Customer Experience Supervisor
  
  O: ************
  
  * *****************
  
   Bala Cynwyd, PA *****

• Initial Complaint

  Date:07/31/2022

  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.

  Please review the attached PDF "BAR Complaint" for full details. Total cost is unknown and to be determined by ********** ********* ***** technicians. Possible cracked transmission, potential damage to engine block internals from corrosive fluid. Cost of brake repair/CV axle service: $1,487.20. Cost of **** Rides while vehicle was being repaired due to damage caused by Pep Boys (not including tips): $377.46, potentially additional costs soon Possible cost of new transmission: $3,500+ Inspection costs by ********* ***** Technicians: ~$180 Any further costs: Unknown at this time All I want at the moment is for my car to be brought back to the condition that it was before damage occurred, keeping the new brake pads and CV axles. I honestly don't even mind paying for the job that was performed well and correctly, which was the new brake pads and rotor resurfacing. I would not have gone to these lengths as long as Pep Boys continued claiming responsibility for the damage caused to my vehicle.

  

  Business Response

  Date: 08/31/2022

  Dear *** *****,
  We are in receipt of the complaint sent to your office By Mr. Vetek We apologize for any inconvenience ***  *****. We apologize for any inconvenience *** ***** may have experienced at our facility.
  
  On 7/29 when we replaced the seals,  we ensured that the vehicle left without any excessive leaking and ensure our work was complete and correct.  We redid the CV axles from the original request and installed new dealership seals at no cost, due to that it was our direct responsibility. When the manage and ***** spoke on 8/13, They agreed on a refund of 377.46 for the fare charges For the **** rides. The manager is waiting for ***** to return for the refund.
  
  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: 09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. I have some updates regarding this complaint and have found that some of the information listed in the response is incorrect.

  I was contacted by the General Manager of Arden Way Pep Boys on August 13th and while he did express he wanted to rectify any issue I had, we did not reach a specific, explicit agreement on reimbursement. I am happy to hear that the business is willing to reimburse me, but my specific words to the business were as follows,"************************** technicians have found Pep Boys not at fault for the secondary leak. The source of the secondary leak was found to be a worn part on the transmission, which I did replace immediately. I'm not sure on the specific amount of reimbursement, there are the hubcaps that need to be replaced, the skid plate which should have been replaced instead of remounted after it was damaged, and the cost of the **** rides. Since I submitted the complaints, I want to take it through their process first."

  Currently, I believe the General Manager was going to place an order for the hubcap replacement and seeing that he's willing to reimburse me for the Uber rides, I'll give the business a call to align. As for the skid plate, there has been no agreement as of yet, but we can discuss that over the phone.

  I've also lodged a complaint with the Bureau of Automotive Repair and am in contact with a representative. He is still gathering documents and will perform his own investigation. Again I will give Pep Boys Arden Way a call to align on complaint and reimbursement, but I will also allow the BAR representative to complete his investigation before a resolution is fully agreed upon. 

  Regards,
  
  *********************

• Initial Complaint

  Date:07/27/2022

  Type:Product 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 July 10th 2022, I went to pepboys to get a service done. I requested to get my ac evacuated and recharged. The manager at the store advised me that he will contact me to let me know if the service can be done. He also said that he will let me know if we can do the service. He called me later on that day to tell me that the service could not be completed. I came in the store to pick up my car. The guy at the register stated that I still have to get charged for bringing the car into get serviced. I told him that the manager told me he was going to call me first to let me know if the service can be completed and he didn’t. He then contacted his manager over the phone and his manager said that I can bring it in the next day to do a complimentary ac assessment. I came in to the store early that morning. I left my car there and went to work. Then came in later that day once the job was completed. He told me that it is my compressor I then told him OK can I get something in writing letting me know it’s my compressor he told me no. I then told him I need my money back because the recharge couldn’t be done without the compressor working. He then told me there is nothing that he can do and to contact customer service. I have been back-and-forth through emails and phone with their customer service department and filed a case. Through email the customer service rep lied and said the supervisor reached out to me already and the case was resolved. I never spoke with anyone. I am requesting a refund for a job that wasn’t done.

  

  Business Response

  Date: 09/08/2022

  We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.
  
  **************** never paid in advance. **************** came to our facility and stated her mechanic advised that she needed an AC evacuation and recharge, according to *** ****** that was all she needed. We performed the AC service, and the A/C was still not working. *** ****** came back, we did an evaluation on the A/C and found that the vehicle had a bad compressor, that was already replaced by her mechanic. We explained to *** ****** that once she gets the A/C working again ,we can do the evacuation and recharge again for her under warranty.
  
  We are denying a refund for the service **************** requested and we rendered.
  
  We again apologize as well as thank **************** for allowing us the opportunity to address her concerns.
  
   Logo
  
  Description automatically generated
  
  Robin S********
  Customer Experience Supervisor

• Initial Complaint

  Date:07/25/2022

  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.

  Pep boys is the only mechanic shop I have went to since today. I looked under my hood and my plastics motor protector was cracked and there was tape placed around a hose in the front of the engine. ( I have pictures)

  

  Business Response

  Date: 08/26/2022

  We are in receipt of the complaint sent to your office by ******************. To further assist ****************** we will need the Pep Boys location he visited.
  
  Regards,
  
  Robin S********
  Customer Experience Supervisor

  

  Business Response

  Date: 10/14/2022

  We are in receipt of the complaint sent to your office by **. ******** We apologize for any inconvenience **. ******* may have experienced at our facility.
   
  **. ******* never contacted the store and all attempts to contact customer have gone unanswered.
  
  We again apologize as well as thank **. ******* for allowing us the opportunity to address his concern.
  
  Robin S*********
  Customer Experience Supervisor

  Customer Answer

  Date: 10/14/2022

  [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:
  
  I did not know that your workers broke that item. The engine light came in and I had it looked at. That's how I found out. You will never receive my business again and I will post this from the BBB TO ALL MY SOCIAL MEDIA SITES!
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/25/2022

  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.

  05/08/2022. Pep boys worked on my ***** ***** for oil leak price $1093.65 Took my car back two times and oil still leaking. Took back again they said the don't have a master merchaic. So I said I whant a refun they said ok claim no.***********. Till this day I have no got refund .sent letter to pep boys heard nothing back. Oil leak 1qt of oil aweek. I need my money back so I can get my car fix.

  

  Business Response

  Date: 08/26/2022

  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 provided a refund.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address his concerns.
  
  Regards,
  
  Robin S*******
  Customer Experience Supervisor

• Initial Complaint

  Date:07/24/2022

  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 had my car towed on Thursday July 21,2022 to pep boys that's located at ******************** Dacula, GA ********. They called me Saturday July 23,2022 to go pick it up the ****** when I arrived I when in got my invoice which according to them they charge me for a charging system jumpstart my car which cost me $14.39 and a battery insulation packet that was$13.49 you complete coolant change $89.45 a new battery it costed $159.60 removal and replacement of a radiator a $244.99 waste antifreeze disposal/recycling cost $1.60 and the lower radiator coolant hose a $28.99went outside to leave... The ****** cranks but won't run and they had to push back into the shop and did nothing to it and called me again 5 minutes later saying it ready.. they told me that it was out of gas and they got it to run when they put gas in it... Well if there's gas in it why isn't the ****** on the road is still sitting in their parking lot

  

  Business Response

  Date: 08/26/2022

  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
  
  Vehicle was towed in with no power, key stuck in the ignition and radiator needed replacement. We replaced the battery and radiator; the vehicle was test driven.  We contacted the customer, and the vehicle was picked up. The customer came in and stated the car would noy start, that's when we noticed the fuel empty, added fuel and the vehicle started. Customer picked up the vehicle.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns.

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

• Initial Complaint

  Date:07/20/2022

  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.

  On 07/08/22 I got my brakes and rotors replaced by Pepboys, the location and 61st and Western. Yesterday I was on the *** expressway when my car suddenly started slowing down, I exited the expressway immediately and my car started making an extremely loud screeching noise. After finally being able to stop I realized my rear passenger tire was locked and the brake pad had fell off. It has only been 10 days, I find this unacceptable. I called Pepboys right after it happened which was between 12:45 and 1PM. They agreed to pay for a tow and all repairs and initially told me that my tow would arrive in 15 minutes, however it didn’t arrive until nearly 7PM which is 6 hours from when I called. After my car was finally towed they promised me that my car would be fixed first thing in the morning, because I have to work at 11AM, I just called and they are saying it is 3 cars ahead of me. When I asked for my car to be fixed first they refused and told me that if I couldn’t wait I could come get my vehicle. Pepboys has been extremely unprofessional, and I deserve to be compensated for all my troubles. It was 87 degrees yesterday and I ended up paying for a Lyft to get home instead of waiting in a hot car for six hours, attached are pictures of time frames and my brakes.

  

  Business Response

  Date: 08/26/2022

  We are in receipt of the compliant send to your office by **************. We apologize for any inconvenience ************** may have experienced at our facility.
  
  ************** did return, and we replaced the bearings at no cost.
  
   We again apologize as well as thank ************** for allowing us the opportunity to address her concerns.
  
  Robin S*******
  Customer Experience Supervisor

• Initial Complaint

  Date:07/19/2022

  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 Sunday July 10, 2020 our family had our ***** ******* serviced for an oil change at the Lagrange, Georgia store. Within a few minutes of lifting the car, my husband heard a loud sound and saw that our van had falling 6-12 inches to hit the ground during the oil change.
  
  The store wrote up an incident report and acknowledged that a there had been physical damage to the vehicle as a result. As it was Sunday we were unable to take it to a mechanic to get a full inspection.
  
  The following several error messages begin displaying in the car. After having the dealership anaylaize the errors they determined the computer sensor had been damaged as a result of a "jar."
  
  I contacted the store today to talk though what they needed paperwork wise in order to take the next steps in getting the van fixed and was was met with a very defensive and non professional conversations addiment this was not their fault.
  
  
  We have the incident report as well as the dealership's mechanical report and will be moving forward with the next steps to hopefully resolve this issue
  
  I look forward to hearing back from.your company soon in hopes this can be resolved quickly.
  
  Thank you

  

  Business Response

  Date: 08/04/2022

  Dear *** *****,

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

  A claim#*********** has been opened under ****** ****** and will be address/investigated by our claims team.

  Regards,

  Robin S****

  Customer Experience Supervisor 

  Customer Answer

  Date: 08/08/2022

  [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: I am unclear of the exactly what this response means as far as actions to correct. 

  I was contacted by the company, but it has not been communicated on exactly what the next steps will be from them. I have provided all the requested documentation to them and am waiting a response on what their plan is. Once this has been communicated I can "agree" with this response on BBB.

  Regards,
  
  
  
  ******** ******
   

• Initial Complaint

  Date:07/13/2022

  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 June 24, 2022 I had my truck towed to Pepboys to get it services & I was told by an employee that I would receive a call after it was inspected but I never received that call... on June 29th I called them asking the status of my car and was told the issues and the cost of the services and denied the service and told them I would be there to pick up my car as I would not be leaving my truck there for services. I picked up the car on the 29th at approximately 6:30pm & paid the diagnostics fee and drove off. When I got home, I parked my car and realized there was a deep large scratch on the side of the passenger side. I immediately drove back to Pep Boys & attempted to speak to a manager but the store was closed. There was an employee outside & I asked her if she would please have a manger come talk to me & she got on the phone & told me to wait by the gate & drove off.
  I have tried several times to attempt to speak to the manager (Ben) of the store. I was told that he would be calling me and to date I have not heard anything even with my multiple attempts to speak to a manger.
  I put my trust with this business and instead of trying to resolve this issue I am not getting any type of resolution nor anyone willing to talk to me. The employee names I got were Julio & Jose.

  

  Business Response

  Date: 08/23/2022

  Dear *** *****,
  
  We are in receipt of the complaint sent to your office by *** *****. We apologize for any inconvenience *** ***** may have experienced at our facility.
  
  The manager did investigate/review the CCTV and did not find any evidence of the vehicle being scratched while in our facility.
  
  We again apologize as well as thank *** ***** for allowing us the opportunity to address his concerns.
  
  Robin S****
  
  Customer Experience Supervisor
  
  O: ###-###-####
  
  1 Presidential BLVD
  
   Bala Cynwy

  Customer Answer

  Date: 08/23/2022

  [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: my truck was indeed in fact vandalized at the Pepboys shop. My police report was taken the same day and I tried multiple times to get this issue resolved at the current time when it occurred. The store employees and managers have been avoiding me and my calls since the beginning which doesn't make sense if the damage was not caused at their store.  I asked to view the video footage and was told the camera did not face the way my truck was at. I do not believe this to be true, because as a prestige business I am 100% sure for the safety of its employees and for its business front itself it is well recorded to protect all parties involved. 

  I entrusted my truck in the hands of Pepboys a place of business and I am seeking they be held accountable and responsible for the damages of my truck since my truck was left in their care, and as a business you are under the circumstances to ensure the safety of vehicles left in its possession.

  I am requesting a review of the video footage to prove that in fact my truck was vandalized (scratched) at the place of business, & while in their possession and for Pepboys to be held accountable for the damages of my truck and fix what was damaged while in their possession.
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:07/12/2022

  Type:Product 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.

  We purchased new tires at the Joliet location. Tire exploded due to poor alignment. Took car back and no one would help us. Told to call customer service. We’ve reached out a dozen times to customer service and then keep saying someone will contact us. It’s been two weeks. No one will even speak to us. Tire manufacturer said they wouldn’t cover the tires because it’s due to a bad alignment. Joliet Illinois store told us there’s nothing they can do to help us even though the work was done there.  Case ****** was opened but no one will call us.

  

  Business Response

  Date: 08/10/2022

  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 advised that the alignment warranty was expired, but that they would work with her. ******************** was upset and did not have our facility inspect the vehicle.  The manager has tried several times to reach **.  ******** but has not received a call back.
  
  We again apologize as well as thank ******************** for allowing us the opportunity to address her concerns.
  
  Regards,
  
  Robin S*******