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:10/06/2023

  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.

  Good morning, how are you? I've had my car for 7 months at Pep Boys and I need it urgently. I'm paying for financing and taking an **** and renting the car. Could you please help me, his repair is already paid for under warranty, every time my husband and I go to the place they say there is a part in the car that needs to be removed and they never remove it, it gives the impression that they broke my car because there is no logic So, I'm asking you to help me sincerely because I don't know what else to do.

  

  Business Response

  Date: 12/06/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ********************. We apologize for any inconvenience ******************** may have experienced at our facility.
  
  ********************** concerns will be addressed by out claims team.
  
  We again apologize as well as thank ******************** for allowing us the opportunity to address her concerns.
  
  Regards,
  
  *********************
  
  Customer Service
  Supervisor

• Initial Complaint

  Date:10/06/2023

  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.

  An oil change was performed on 08/03/23. Later we found out the oil plug was not tightened fully causing an oil leak. From that point forward an engine motor oil leak was discovered and monitored until the oil plug was fully tightened on 09/09/23.On 08/27/23, the vehicle was returned to check the oil leak, perform another AC evacuation and recharge, and replace the front brakes and rotors. We were told the oil leak was coming from the head cover gasket. They performed an AC System Evaluation knowing what was asked for, but they told my son ***** that they didn't have the proper equipment to do an AC Recharge. On 09/08/23, the vehicle was taken to another mechanic, who didn't agree with the Pep Boys assessment and suggested a steam engine wash. There was no charge for the evaluation. I went and got a steam engine clean and paid $100.00 On 09/09/23, I went back to the mechanic. Again, the car was lifted high and we both saw the oil leak coming from the motor oil plug. After tightening the plug, the oil leak has permanently stopped. I went back to Pep Boys and eventually spoke with the manager ************************** he didn't apologize nor investigate what had happened. Instead, he behaved very poorly and in an unprofessional manner. I contacted Pep Boys customer care at ************** four different times and no one called me back. Please see all the attachments including the letter explaining what transpired in more detail. Sincerely,*****************************************

  

  Business Response

  Date: 11/30/2023

  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 for the evaluation, and the oil change.
  
  We again apologize as well as thank **.  for allowing us the opportunity to address his concerns.
  
  *********************
  
  Customer Service
  
  Supervisor

  Customer Answer

  Date: 11/30/2023

  [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:09/28/2023

  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.

  Hi,I was at Pep Boys (Annndale, VA) on Sept. 19th replacings stems (come with tpms sensors) and do alignment for my ***** ***** 2013. They told me the estimated total is $210. I was okay with that . Then, they tried to replace the stems but also accidently broke my 2 tpms sensors (both driver side). Without letting me know ahead, they replaced it with 2 regular stems (without sensors) - still charging me for it - and tell me I should get the tpms sensor ones myself and come back for them to replace it. Also, Pep Boys left all white glue on my tires and messed my white car with oil marks. Isn't it a usual thing Pep Boys always do to customers? And doesn't replace tpms sensor stems with the ones without sensor illegal? And without completing my order, charging me $221.17???? (estimated total was $210).Today, Sept. 27th I came to give them the 2 tpms sensors. As soon as I come, they said they do not have a program tool to install the tpms sensors for me. I said when they will have it. They said "a few week". How long is 'a few week'??? I do not have time and almost gave up - I just want them to be installed and they said okay. They said the service will be done at 12 and waited until 1pm, so I called them - it was ready - but they did not call me or notice me on the website tracker. At 1pm, I took my car to drive for 3-4 miles. Guess what, my TPMS light did not go off but my LF tire went super flat. I came back and they said 'sorry', they did not seal it well and give them few minutes to fix. The whole experience - my first time and last time at Pep Boys - were just horrible. I don't know about other Pep Boys, but this Pep Boys made me assume that Pep Boys are super unprofessional and never want to be back again! Feel free to contact me for receipts, the white glue they left on my tires and the TPMS light is still ON!

  

  Business Response

  Date: 10/30/2023

  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 provided a refund.

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

  Regards,

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

  Customer Service Supervisor

  Customer Answer

  Date: 10/30/2023

  [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:09/27/2023

  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.

  My husband ordered tires and made appointment for tires to be installed a few days later. Not only did it take four hours from appointment to install but they installed wrong brand of tires. No one called to ask us if that was ok, I found out when I walked out to get in my car. I went back and they said we didnt have them so we installed similar tire. I asked to have old tires replaced back on or money back . He said he could not do it I already paid for them. I asked to talk to manager and he said he is not here and he could not contact him today. No one has right to bait and switch brands . If someone would have called us and we had option to look into the differences it would have been one thing but we specifically ordered and waited for those tires. This was a terrible experience and no one should put something on a car that was not authorized to do so.

  

  Business Response

  Date: 10/19/2023

  Dear **************,

  We are in receipt of the complaint that was sent to your office by **. *****. To further assist **. ***** we will need the Pep Boys location she visited. Once we receive this information, we can begin our resolution process.

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:09/13/2023

  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 was not told by representative at the Pep Boys at the Pearland , Texas location on Broadway Ave, that they did not have our normal grade of oil in stock. Once the oil change was complete then I was informed they were out of our normal grade. The price was much higher than the norm. My family has used this location several times for oil changes so we knew the normal amount, which they have records of multiple cars in our family. On top of that the team did not reset the maintenance warning signal on the vehicle causing us to return to get it set properly.

  

  Business Response

  Date: 11/01/2023

  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 try to contact **************** to apologize as offer a full refund for his inconvenience. We ask that **************** reach out to the store and speak to ***************
  
  We again apologize as well as thank **************** for allowing us the opportunity to address his concerns.

  *********************
  
  Customer Service
  
  Supervisor

• Initial Complaint

  Date:09/12/2023

  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 Wednesday August 30, 2023 I dropped by truck a 2014 *** **** to pep boys on Sahara at approximately 3pm for a coolant issue as the truck was overheating. I was informed over several days that I would first need a new radiator, then a water pump, then a thermostat, then new rear shocks and new front struts. I agreed to all work needed and after several days of back and forth contacting the store to find status was told on September 4th that the truck was ready for a total cost of 3864.36. I picked the truck up drove less than 25 minutes and it began to overheat again. I pulled over into a parking lot and opened the hood, the clutch fan had fallen off, the radiator shroud was busted and taped together, the radiator harness was not attached, radiator hose not attached, and the rear drive shock was not bolted in and was hanging without being attached. Upon getting towed back to shop was told they would investigate and see what happened as to if I did something to my vehicle. I then was told I couldn't speak to a district manager and needed to see the shop manager *****, which I did who informed me that his employee **** did in fact not fasten the shocks and broke the fan shroud and tried to cover it up, ***** stated he found this on CCTV after a review. He caught the employee pulling my truck in after being towed there and tried to cover up all the issues and hide them. I asked to be waived on the labor charges at least as this could have caused an accident or worse and was told no but you can have my card and contact me. I asked for the district manager name and contact again and told no, we don't give that out he would get to many calls. I emailed their corporate all the pictures, videos, and videos of the phone calls to the shop and didnt hear anything back either. I was told by ***** he would pay for the two tows I incurred which he didnt, I was also told he would pay for a new shroud and install which he didn't, he made the broken one "work for now".

  

  Business Response

  Date: 11/27/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by **************. We apologize for any inconvenience ************** may have experienced at our facility.
  
  I just got a hold of Dodge the fan shroud is still on backorder, with no date still because of the strike that is going on. We have made all repairs and the customer left happy when the manager told him that everything was at 100% besides of the fan shroud. They are currently looking at other places. We were able to repair his and it's currently installed on his truck. 
  
  We again apologize as well as thank ************** for allowing us the opportunity to address his concerns.
  
  Regards,
  
  *********************
  
  Customer Service
  
  Supervisor

• Initial Complaint

  Date:08/25/2023

  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.

  My car was towed to this location after it was located by *** from ******** **** ******. Pep Boys is one of the auto businesses that is on the ********** list. I was first told that they had t get the ok from ********* then I was told they had to wait for the parts. I have been without my car since July 3, 2023. I need my car. I am worried and afraid. I don't know why they saying they are waiting for the parts, when *** checks and the parts were never ordered.

  

  Business Response

  Date: 09/25/2023

  Dear **************,

  We are in receipt of the complaint sent to your office by ******************. To further assist ******************, we will need the Pep Boys location ****************** visited. 

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:08/24/2023

  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 took my vehicle to get service at the Pep Boys Broomall location. It was serviced in February 2023 when my front brakes were replaced. I was traveling east and hit a pothole. After hitting the pothole, days later I noticed a sound. The sound was coming from the front right brakes. I took it to ******* auto shop in King of Prussia and was advised that the right brake bolts were not attached and my hitting a pothole caused the noise I was hearing. ******* asked if I had my brakes replaced and I said yes. I got them replaced by Pep Boys. ******* further advised that Pep Boys either did not secure the bolts correctly or they were never put on. There were no underneath carriages. I contacted Pep Boys and communicated with ****. He was nice and explained to me that Pep Boys would not fix it or pay for the damages because the brakes were placed in February and the incident happened in July. ******* took pictures of the brakes' missing bolts. Pep Boys need to reimburse me for out of pocket expense due to their negligence.

  

  Business Response

  Date: 09/18/2023

  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 entered claim *********** to assist with ***************

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:08/24/2023

  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.

  My daughter took my car in to get 2 new tires put on my car on the back rear the guy said you need an alignment as well. She told them that the car had been hit on the right-side passenger. she asked them to check to make sure any of the frame wasn't messed up before they do the alignment. If they knew that the frame was messed up and they didn't do the alignment due to frame being messed up why they pretend that they did it and charge me for it. I took my car to ******** and ******** check my tires they said you need an alignment done on your car I should them the receipt showing that pep boys had already done *it they stated that peep boys couldn't did an alignment on your car your new tires that you just bought form them is worn out already and we looking at it that no alignment hasn't been done on your car they just charge you for it just took your money. It cost me over 319.00 dollars and now I have to buy more tires and pay for another alignment in just 5 months I just want my refund my money back. These places take advantage of female when they are by their self. They knew they couldn't do that alignment instead they still charge me for it and then the manager going to call me fussing at me because I contacted corporate office about this issue. I just want a refund and take my car somewhere else get it done correctly. ******** stated they still could have done the alignment to start who ever that supposed to do the alignment just didn't know what they were doing.

  

  Business Response

  Date: 10/20/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
  
  This matter was investigated by Manager. ****************** daughter was informed prior to alignment and was shown at alignment rack that car has been in accident and if she wanted to get tires in as best as possible because of right rear tire angle prior to alignment and authorized so she could go to frame shop as soon as possible...All documented on invoice...Customer would not have made anywhere close to 6 months had rear tire not pulled in just to make it drivable and daughter said go ahead and would go to frame shop as soon as possible. ****************** was not at shop during the time her daughter authorized. ****************** daughter was happy with the work just to be able to drive the car after she requested two rear tires and align as best as possible.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns.
  
  Regards,
  
  *********************
  Customer Experience Supervisor

  Customer Answer

  Date: 10/20/2023

  [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:
  They didn’t do alignment on my car they just charge my daughter for it. That’s what they do they get over in women’s because they know we don’t know anything about cars.  My tires that I bought from them does tires were out within a month due to no alignment done. I was told by ******** that they didn’t do alignment they couldn’t if they did why I’d the tires give bad within a month. I just want my money back and ***** just going off what does guys telling her at that shop she wasn’t there.  I just want my money back I even took my car to fire stone they said my car wouldn’t take alignment they wouldn’t even do it they said pep boys just took my daughter money and Ortiz didn’t talk to me or my daughter. I need a refund thank you. 
  

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

  Customer Answer

  Date: 01/25/2024

  So, you all just let them just treat the customers any kind of way I have proof that I had to get another alignment and tires on my car because they didn't do what they supposed to do. It's not fair to the customers and we come to you all supposed to help us get out money back but instead you all are going off what they say. 

• Initial Complaint

  Date:08/21/2023

  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.

  Took my newly purchased vehicle to have new brakes installed, Manager, ***** reported that I did not need new brakes however reported that I needed additional repairs on my tire arm. I trusted their advice and paid for all repairs recommended however drove out of parking lot and check engine came on for the first time since purchasing vehicle. Pulled back into the lot and the manager reported the technician made an error, he attempted to repair and told me the light was just going to stay on. After attempting to drive home the car was stalling and making noise. I drove to another car repair shop for a review and was told it was damaged during the repair at pep boys. When I attempted to contact pep boys I was told they had nothing to do with it and refused to help. ***** told me I could file a complaint but once he receives it he would still not be able to help and refused to provide the contact information for the regional manager.

  

  Business Response

  Date: 09/19/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** way have experienced at our facility.
  
  There is a new Service Manager (*****) that is trying to contact ******************. We ask that ****************** contact ***** at her earliest convenience.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns.
  
  *********************
  
  Customer Experience Supervisor