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

  50 Durgin Lane Portsmouth, NH 03801

• 

  The Pep Boys -Manny, Moe, Jack

  65 Court Street Hackensack, NJ 07601

• 

  The Pep Boys -Manny, Moe, Jack

  575 State Route 18 East Brunswick, NJ 08816

• 

  The Pep Boys -Manny, Moe, Jack

  10 N White Horse Pike Stratford, NJ 08084

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:08/13/2023

  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.

  On 8/10/2023 I went to the Pep Boys located at ******************************, San Diego to replace my rear break pads as recommended by a tech when they conducted my yearly Uber/Lyft inspection. When they put the car up on the lift I asked the technician if I can view underneath the car. The tech, pointed out that my CV axles needed replacement as well because there was transmission fluid leaking and that's a sign that the axles are bad and about to give out. He also mentioned that he heard this weird noise that he has never heard before and I explained to the tech that it was my Harmonic Damper that needed to replaced. I asked the sales person (****) to provide a quote for the CV axles. I explained to **** that there's no rush on getting my CV axle replaced because I did not have the money to replace them and I wanted to ensure that Pep Boys get the CORRECT CV axle as they need to match the old ones. **** called me three hours later to tell me that they found the CV axles and can have them replaced same day. I went in and dropped off my car and four hours later they stated that they had the wrong axles. I left the car overnight and picked up on 8/11/23.After picking up the car I immediately noticed a loud clicking coming from front wheels. After driving the car for less than 24 hours, the car broke down in the middle of the highway that I almost caused an accident. I took the car to Pep Boys on 8/13/23 and they explained to me that it was not their problem because they did the job correctly and had the correct parts. I explained to them that my car was running properly when I brought it in for all repairs and this happened due to the work that they did not because wear and tear like they claimed. The tech insisted that the work was done properly and it is clear to see that it wasn't due to my car breaking down less than 24 hours after the work was done. I'm reaching out to see if there's anything that BBB can help me with for damages. Regards,*************************

  

  Business Response

  Date: 09/15/2023

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

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

  A Claim # *********** was filed, and ************** will be contacted and advised by a claim adjuster.

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

  Regards,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 09/18/2023

  [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: first my name is **************. Not **************. Second they sent out an adjuster that just looked at the car and made a determination based on other comments from techs that it was a transmission issue. No type of investigation to determine the root problem of their work that caused my car to breakdown.  This sounds like they are just trying to bury the severity of the situation that almost took a life away and caused a major accident.
  
  Regards,
  
  *************************
  

  

  Business Response

  Date: 01/29/2024

  Dear **************,
  
  We are in receipt of the rebuttal sent to your office by **************. We again apologize; however, our prior response stands firm.
  
  Regards,
  
  *********************
  
  Customer Service
  Supervisor

• Initial Complaint

  Date:08/04/2023

  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 had my vehicle (2012 ***** ****** ** 2.4L) taken to PepBoys (**** * ***** **. Charlotte, NC) on July 27th @ 3pm. i told the driver and stated in my online claim what was wrong with my vehicle (a hole in my engine that caused an oil leak that needed to be repaired) and i wanted an estimate to see the price.. that day no one called me to update me. ive called throughout the week to get an update on my car and didn't get answer, i finally was able to speak with the mechanic who ran the diagnostic on my car, he stated indeed there was a leak and a hole in my engine and it needed to be repaired, July 31st i went to receive the estimate they never updated me on & i'm being told (after very minimal contact with maximum efforts) my engine is completely locked up, my car won't turn over, and it need to be replaced, rather than repaired. i called and spoke with ******* who says there is no manager for their location then proceeds to PRETEND to be said manager, by changing his voice over the phone, . I have not had my vehicle in over a week, heading on two and they act oblivious and rude when i request answers or for someone that's higher up that i can speak with. i need help resolving this because it is unfair, rude, and down right disrespectful to know i trusted then with my car, and no one even had the sincerity to reach out to keep me in the loop, and on top of that, my car is completely shot when it arrived in better condition that it is now in and i cannot and will not pay for something that was done at the hands of irresponsible and inconsiderate workers. i've made a claim with corporate (July 31st Ref#***-***) and no one has gotten back to me. I just need my vehicle back.

  

  Business Response

  Date: 08/29/2023

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

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

  ******************** and the Area Director both agreed that the vehicle is not worth the repairs needed. Since there was lack of communication from the store to ******************** the Area Director offered $250.00 to ******************** and the promise that ******************** will remove her vehicle from our lot with in the next 7 days.

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:07/31/2023

  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.

  July 20, 2023-July 27, 2023 Unsafe conditions for customers and employees. The city is experiencing heat advisory days (severe heat), and the facility does not have air conditioning or proper ventilation (fumes from the massive amount of rubber tires). The doors were propped open just to “try” to get any type of air. Unfortunately, it didn’t help one bit because the facility is so large. It was so hot that I almost fainted. The store manager gave me one of his personal bottles of water. If surrounding cities are opening cooling centers to keep people safe, how can Pep Boys feel it's safe for customers and workers to be in such horrible conditions? I had to have two wheel alignments the first day because my car was pulling to the right after they put on my new set of tires. When I brought my car in, it was driving perfectly. My first set of tires started browning the first day and I was concerned that they were possibly dry rot. After a long conversation and me calling Pep Boys Corporation, the store manager changed out my tires for the same brand (I wanted a different brand). The mechanic did not feel that I needed another alignment. The manager and myself both agreed that I did because I was going into another new set of tires. Once I left, my car was once again pulling to the right. I made three attempts to contact the manager to let him know that I don’t think my THIRD wheel alignment was never done. I was put on hold twice and left a verbal message the last time. When nobody called me back, I took my car to ****** the next day (July 28th). My wheels were in fact out of alignment and they found multiple wheel weights on each tire. Per ******, each tire should have only had two. Also, poor customer service and I have been waiting to hear from the Pep Boys corporate offices several days regarding this and the issues I had with my tires. The store manager has limited power and I need to speak to someone that can give me immediate results.

  

  Business Response

  Date: 08/24/2023

  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 Area Director spoke with ******************* regarding her refund request last week. He offered the refund for services rendered at the ****** dealership. 
  The store and the manager at our Lansing location have been very accommodating for her requests, including swapping our 3 tires, aligning her car 3 different times, and we have documentation of where the alignment is within specs from our service. 

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

  Regards,

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

  Customer experience Superisor 

• Initial Complaint

  Date:07/30/2023

  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 **** **** into pepboys for a tune up as the vehicle was shaking, Pepboys completed the tune up and when the vehicle was picked up, it was shaking worse then when I took it in originally. They relooked at my truck and said it needed a timing chain which was almost a 3,000 job and I asked are you sure this is what's wrong because that is a lot of money. They assured me this would be the fix (as this was my only vehicle) and I went ahead and said complete the work. This was the start of the worst experience ever by a company. The vehicle was never fixed correctly and every time I picked the vehicle up (now keep in mind this is after they said it was fixed and ready for pick up.) it was just worse then before, I would call them and let them know that is was UNDRIVEABLE!! My truck went back and forth to their shop at least a dozen times over 2 months. They would just throw parts at my truck THINKING this would fix the problem. Again called by their master tech and manager and said yout truck is fixed come pick it up. They are now placing me and my family in an unsafe vehicle to drive. The truck would not even make it home as it would just die, while driving. I was almost rear ended and stranded on the highway multiple times. They had no clue how to fix it but kept having me bring it back, the contact and communication was horrible with at one time my truck being in their shop for a month, again I let them know I had no other vehicle and no other transportation. They sent me to the **** dealership because they did not know what was wrong and i paid out of pocket to have my car diagnosed at a different location and take that back to pepboys for a potential fix. Last time they Pepboys called and said my truck was ready for pickup, it was shaking and dying as soon as I left the parking lot. If the vehicle was fixed or tested, the technician would have known it was unsafe to drive. Instead im back in an unsafe car. My Truck sits in front of my house broken down.

  

  Business Response

  Date: 08/18/2023

  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 customer brought the vehicle in stating it was shaking and needed a tune up. Upon test drive the vehicle was not shaking we did the tune up and it was still not shaking. The customer picked it up he called back and said that it started shaking again. They brought it back at this time it had a loud ticking behind the timing cover. We diagnosed a timing chain guide, and the timing chain were no longer performing properly. After letting the customer know he gave the ok to replace it again upon completion we test drove again and the vehicle did not shake. The customer picked it up he called back and said after 20 minutes of driving it started shaking again. He took it to the dealer, and he stated that they said it was due to timing chain components that we had just done. We warranted the components and retest drove still no shaking again being told that it started shaking again. After the dealer diagnosed the second time, they stated the engine was required due to age and mileage and none of the repairs we did were the cause. The work we did was required due to broken timing components and there was no way to further diagnose the vehicle without fixing the timing chain issue. no refunds are due.

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:07/22/2023

  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 car to pepboys # 13 @ 20N Macdade Blvd Glenolden, Pa 19036 on July 22, 2023 for tires change. All 4 of my rims has scratches, paints were chip off. I noticed my side skirt/rocker panels were damage on both sides due to the technician kick the lift pads very hard and the pads hit the side of my rocker panels. The tech should check clearance of the car and the lift pads before sliding the pads under slowly to the lift points. Well obviously, he didn’t do that so he can save 5 minutes of his time. I paid to get my car fix, i am not paying to get it damage. This is will be the last time, i will do business with PepBoys. It seem like they will hire anyone off the street to fix customer cars. It’s ashamed.

  

  Business Response

  Date: 08/04/2023

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

  We are in receipt6 of the complaint sent to your office by ************. We apologize for any inconvenience ************ may have experienced at our facility.

  ************ was contacted by the manager who had address his concerns.

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

  Regards,

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

  Customer experience supervisor

• Initial Complaint

  Date:07/21/2023

  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.

  Pep Boys convinced me to change my spark plugs, so I did. They said it was time. After I left (I had only gone there for a simple battery change), my car wasn’t working correctly. So I brought it back, and they charged me another $400 to install ignition coils, they said the spark plugs were fine. Then, my car still wasn’t working correctly. So I gave up on them, and brought my car directly to a ***** dealership. The ***** dealership did diagnostic testing on the car (another $300) and found it was the spark plugs that were bad (another $400). I have been trying to get someone from Pep Boys to call me back since Tuesday 7/18. I continue to be hung up on, now going on four days of trying. I have been told “you will receive a call in 48 hours” and then after that 48 hours, another 24 hours. Every time I try to get answers, I get hung up on. We are going on 72 hours now of trying to talk to someone who can answer my problem.

  

  Business Response

  Date: 08/04/2023

  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 contacted by the Area director and provided a refund.

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

  Regards,

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

  Customer Experience Supervisor 

  Customer Answer

  Date: 08/04/2023

  [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 do not think the company understands what the ordeal I went through was. I would like to have some kind of research done to find out why I was treated so poorly by the call center.

  I also did not receive a full refund as I had hoped, but that is second to wanting to find out why I had such a hard time getting ahold of anyone, and why you allow your business to run this way.

  Thank you,
  ****

• Initial Complaint

  Date:07/10/2023

  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.

  My name is *****************, on June 2nd 2023 I took my **** **** to the Pepboys on 205 ***************** Manchester, CT. I had expressed to them that the check engine light was on and the issue could be something with the timing chain due to the fact that the truck had a very bad tremble in the motor, and I had gotten that diagnosis from another mechanic who couldn't do the job. I informed them that I had the timing chain kit for them to install it if needed, but they proceeded to do a diagnosis of their own (which I agreed to). With the first call back, I was informed that it was the “VCT solenoids” and nothing to do with the chain. So I returned the chain kit I had bought because they said it wouldn't be necessary. On June 9th, they tell me my truck is ready for pick up and that they'd process the charge on the credit card I had opened with them, adding an additional charge because of extra parts they ordered. All was fine until I get the truck started, it continued to have a terrible shake (if not worse) and the check engine light flicked right back on. The worker insisted he could fix it, but every time I would check up to get an update on the truck, they would keep giving me different reasons as to why the truck was giving issues, and not actually fixing the problem. I had to keep appearing in person because they would never contact me first like I pleaded them to do. This happened within about 3 weeks to almost a month, and they hadn't fixed the problem nor could they get to the bottom of it. I told the person working on my truck that I would come pick my truck up on Saturday the 24th whether it was fixed or not. He says if its not fixed by then I will issue you a full refund The day I go to pick it up, he informs me that he had ordered a tow truck to have it brought to Hamden CT (because he couldn't fix it) without my consent. He exclaims again Ill go ahead and process the refund. I never got issued my refund. I took it to corporate and they refuse to help

  

  Business Response

  Date: 08/03/2023

  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 her concerns.

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:07/07/2023

  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.

  Before taking my truck to Pep boys on **** Austell road  I noticed that it was idling rough and losing power going up hills. I took my vehicle to pep boys on 6/7/23 for a diagnostic to identify what the issue was with my truck. After the diagnostic I was told that the issue was one of the turbos has gone out, which is normally followed by the other going out. Upon forgetting something in the truck on wednesday I came to the shop to get an item from my truck, once there I was told that the GM wasn't there and that there had been issues that should have been communicated to me, a part rusted out and broke while the technician was attempting to take everything apart. Then on Thursday I received a call from the GM reporting what was communicated to me the previous day and that the part would result in an additional cost, my response was ok. Later in the following week I had to get another item out of my truck, upon arrival I was told that the GM wasn't there nor was the technician that was supposed to be working on my truck and that they had issues again they ran out of gas for the torch they were using to heat up the bolts to take them out. I received a call from the GM on Wednesday which stated that they were making progress but ran out of gas and it would be in tomorrow and they would have repairs completed by Sunday. I came by and paid for everything Sunday receiving the keys but wasn't able to pick the truck up until the following day. Once I got home I noticed that the check engine light came back on and the truck had the same issues. I took the truck back to the shop for a follow up visit and was told that there were issues with the cam shaft. I returned to the shop for additional repairs, I waited at the shop for the additional repairs to be completed, after noticing that vehicles were being test driven on the road behind the shop I went to an area where I could see the road thinking that I would start to go back to the shop once I saw my truck being test driven. I did not see my truck come down the road but I did receive a call stating that my truck was ready. Upon getting my truck back I noticed that the truck was still idling rough, so I brought it up to the GM and was told that it would just take the truck a little while to reset itself after the repairs. The following day after the issues had not subsided the truck was still idling rough and losing power going on an incline, I called the shop to find out that the GM had gone on vacation. Since Pep boys was not able to resolve the issues I took my truck to **** for a diagnostic the report from them was different than the one I received from pep boys. After getting the truck back from them I did have to take the truck back once more to have them replace a sensor. After that I had no issues with the truck. After receiving the diagnostic from **** I got a report and called 1-800-pepboys to attempt to file a claim on two separate occasions I spoke to a representative stating my issue but as I gave them my name the call dropped, I did not receive a call back from either occasion. After that I called the shop to see if there was a person I could speak with and the stand in GM stated that he had given the supervisor my information and I should be receiving a phone call but that was all that he could do. I would like to receive a refund for the $6,364.36 that I paid the shop since the issue was misdiagnosed, and $2,110.10 that I paid for a rental vehicle. The repairs from **** was $4,258.72 and the truck is running fine now.

  

  Business Response

  Date: 07/13/2023

  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 contacted and will be provided a partial refund.

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

  Regards,

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

  Customer Experience Supervisor 

  Customer Answer

  Date: 07/17/2023

  [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. I would like a refund of half of the total money I spent for repairs and the truck rental which is $4250  
  
  Regards,
  
  *****************************
  

  Customer Answer

  Date: 08/18/2023

  After speaking with the regional manager, who called me while I was working on a job so I was unable to save his contact info I agreed to receive a partial refund. As of 8/18 I have reached out to the Austell pep boys location and called the 1-800-pepboys number to attempt to get in contact with the regional manager that I originally spoke with both times I was told that a message would be sent to him. I have yet to be contacted regarding a refund and since the original complaint I have had another issue with the turbos that were installed they are leaking coolant and the repairs on them cost me $1300 with additional money being spent on a rental. At this point I am completely dissatisfied with the work that was done and I would like a complete refund of the money that I spent dealing with these repairs

  

  Business Response

  Date: 09/19/2023

  Dear *** *****
  
  We are in receipt of the complaint sent to your office by *** *******. We apologize for any inconvenience *** ******* may have experienced at our facility.
  
  We are in the process of opening a claim and a claim processor will be in touch with *** ******* in the next 24-48 hours.
  
  We again apologize as well as thank *** ******* for allowing us the opportunity to address his concerns.
  
  Regards,
  
  ***** *****
  Customer Experience Supervisor

  Customer Answer

  Date: 09/29/2023

  I previously responded not sure why it didn’t save. I have emailed pep boys all of the receipts from the work that was done on my truck 

• Initial Complaint

  Date:06/19/2023

  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 started to shutter on low gears after long drives. One day I was driving for two hours and it happened, so I decided to have it repaired. I brought my car into Pepboys in Fuquay Varina, NC on 5/14/2023 with a very specific repair. I let the employee know what the issue was and how the car was acting. I dropped the car off and waited for the call to let me know what was found. After speaking to the tech, he told me what the problem was and asked if I approved the repair, I said if this will fix the problem then absolutely. Later in the day he started sending me all of these text messages with pictures of other problems and I declined those repairs as they were unrelated to the issue. He sent one more and said it was related so I approved that repair. The next day, I go to pick up my car so I drive it and bring it home which is only 10 minutes away so there was no way to prove the problem was fixed. A week or so later, I had to go somewhere that was 45 mins away and after getting off the highway, the problem happened again. I brought the car back and let them know the problem wasnt fixed. They asked if I could leave the car so that they could inspect the problem and after a day they said they couldnt find one. They said if I could document the problem when it happens to do so and bring it in for review. On 6/10, it happened again and this time I had video of the problem. I brought it In and after hearing the engine, the tech identified the problem as a timing belt issue which is the opposite of the repairs they did. He said he saw that the timing belt looked like it might need service but didnt think it was the problem. This issue was not in any of the notes and when you look at the report, belts has a check for no issue. They pretty much told me theres nothing they would do because the repairs would need to be fixed anyway. I told them that this wasnt the reason I brought the car in and was pretty much just shrugged off. I called corporate to explain the issue and at first it seemed like they were listening and would help. I called today for an update and they closed my case because they took the word of the manager who is the one who did all of the swindling. They said since I approved the repairs there was nothing they could do. Ofcourse I approved the repairs, you said these repairs would fix the problem and since you are the professional I have to accept the information you give me is accurate. Then they said the problem could be from the repairs I denied eventhough the repair I didnt have done was for an axle which again, nothing to do with the timing belt. Now Im out $1,000 with an unfixed car and a company who doesnt care that they robbed me for repairs.

  

  Business Response

  Date: 07/13/2023

  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 contacted and provided a resolution of a partial refund. This refund is being provided in a check that is already in process.

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:06/12/2023

  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.

  My car was parked at my husbands work in Carteret. The car did not start in the parking lot. My husband called *** to tow it to Pep Boys in Carteret. When they got to the store, they said they’d look at the car, and let us know what the problem was. They held the car for several days, my husband could not get to work, we had to rent a vehicle which cost us hundreds of dollars, under the impression they still were looking into the problem. Finally, after almost a week, we get to the store, and they told us it was the ‘fuel pump’ they had to replace, for the car NOT STARTING. We asked to see the old one, they calmed they already disposed of it. After paying for the service, we get to the vehicle and it was in the same condition as when we left it. We went back inside to tell them the car wasn’t starting still. After several days of having the car, it was in the same exact condition. They had to GO outside, and JUMP THE CAR TO GET IT INTO THE GARAGE TO GIVE IT A BATTERY. Then they charged us for the battery. when we complained they reached no conclusion about the situation with us, claiming it wasn’t their fault. We called customer service requesting a refund after explaining to them what happened. They said they’d get back to us, and never did. I basically feel they took advantage of us, and we ended up spending more money and time out of work for their incompetence and unsuitable customer service and work ethic! This was a terrible hardship for us being that we are just working people trying to get by on a weekly bases. Now they’ve reported it my credit report. It’s bad enough they did this, and never got back to me. But now they are going to attempt to ruin my credit. This is insult to injury. They haven’t even sent me any documentation for the credit card I used for their company. This is a deeply egregious offense and i seek resolution from you, being that the company refused to resolve this. .

  

  Business Response

  Date: 07/24/2023

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

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

  A claim was filed on behalf of **. **********;***********. ************** will be contacted by a claims adjuster.

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

  Regards,

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

  Customer experience Supervisor