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:06/10/2023

  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.

  Service in Kissimmee, FL at store #**** on April 23, 2023. The Fan Assemblies, Remove & Replace Cooling Fan &/Or Motor, Remove & Replace Thermostat &/Or Outlet on a 2016 *** ****** in the amount of $840.61 . **** ***** ****** is the store manager. It went bad on May 28, 2023 in Homewood, AL. It was towed to Alabama Pep Boys store #****, **** ******, store manager, traveling from Atlanta to Dallas, TX. Calls to the **** and the Assistant manager, ****** have resulted to back and forth with no resolution. Speaking with ****** on Friday, May 2, he told me to called back on Monday, May 5th to speak with manager and the area manager, ***** **** for refunds. I called and was told by **** that the area manager is on vacation. He asked me what did ****** say. No calls from no one has occurred. I called corporate several times to check the status case #******. Spoke with a **** at corporate again on Friday, June 9, 2023 to check status but was told to called back on Saturday, June 10th for a three way call with the area manager. I called and was told by **** ********* from corporate on Saturday that there are two **** that work there and they both sound alike. Was told to call back on Monday. This is the statement from **** at the Alabama store to the Florida store through emailed on Monday, May 29,2023,. The cooling fan assembly was replaced 04/02/2023 order number *******. The thermostatic resistor that is connected to the fan assembly is not working properly. The resistor is sold as a part of the cooling fan and the dealership will not have it in stock until Wednesday. Currently it is unsure if head gasket repairing or engine is needed. I am in week three of a car rental because of this issue. Would like to be refunded on all the expense that occurred from their work.

  

  Business Response

  Date: 07/06/2023

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

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

  We explained to ************ that the fan replacement and subsequent failure did not cover an engine repair. He is working on getting a new engine at the Alabama location and they are going to help him with the cost. At the time ************ had not agreed to repairs, but once he did, we would reimburse him his towing fee which he agreed to.

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

  Regards,

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

  Customer experience Supervisor 

  Customer Answer

  Date: 08/07/2023

  The response given by ***** ***** is untrue on complaint ID ********. "We explained to *** **** that the fan replacement and subsequent failure did not cover an engine repair. He is working on getting a new engine at the Alabama location and they are going to help him with the cost. At the time *** **** had not agreed to repairs, but once he did, we would reimburse him his towing fee which he agreed to." I never agreed to this. Having a rental car for over a month should also be reimbursed. Return of my vehicle repaired or as it was given, so I can move forward with the issue. To this day 7/24/2023 I am still without my vehicle, 2016 *** ******. It is still in Alabama since 5/29/2023 while I live in Atlanta. Having to rent a car from that time frame to now is very frustrating and tiring. I have incurred over $4000 since Pep Boys original negligence of putting a defective fan motor in the car back in May 2023 in Kissimmee. The installation of the defective fan, non communication from the Alabama office, the damages to the car while in their possession (vehicle was wrecked on the property). Pep Boys never called to mention. It was a wrecker company that called. I was having car towed to another shop for engine diagnosis). All this factors and the unauthorized installation of an engine without any discussion of final pricing is very unprofessional. Myself and wife have been going back and forth with the Florida and Alabama managers on the issue to have corrected. At no time did I give authorization to have a engine install or to have the collision repairs completed. On 7/20/2023 I got a text message saying vehicle is ready to be picked up. I called the Alabama store to ask about the text. I was told that the balance is over $7000 due now. I say again, at not time did I authorize any work or any kind. I never received any paperwork on the estimate repairs/replacement, nothing. I am hoping that this issue is resolve this week.

  Customer Answer

  Date: 08/08/2023

  The vehicle was at their shop in Alabama for repairs and got hit in the parking lot. Unauthorized repairs were completed with a bill of over $7000 billing owed to them for a used engine. Unauthorized repairs to car for collision was completed also by **** *****, Area manager Alabama. A copy of the collision bill dated 7/8/2023 was finally given on 7/25/2023 paid in full but I did not choose the auto body repair shop nor did I authorize repairs for my vehicle. A conversation with **** *****, **** ***** and ********* **** to understand why the engine installation was completed without approval and the collision also. It concluded to have new engine removed and the old engine replaced on Tuesday, 7.25.2023. **** ***** is/was attempting to place the old engine in the back of van. I do not agree with placing in the back of van. She was told it should be place back as the van was given. This is the text message sent to **** ***** and **** *****. Do not do (put engine in back of van) as this is not what was understood. Engine should be placed in same condition given period. If that cannot be done Do Not do anything. I was told that the vehicle would be towed off lot if not picked by August 12th by **** *****. Text message response from her states, "As we agreed a few days ago. New engine is being taken out and old engine is being reinstalled.. it will be complete by Wednesday. We will see you by end of business day on the 12th." I will be there before the August 12th to have my 2016 *** ****** transported back to a shop in Atlanta. An inspection on the vehicle will be completed by a vendor of my choice. Email message from the Alabama Pepboys to the Florida store on May 29, 2023. How this all started. The cooling fan assembly was replaced 04/02/2023 order number *******. The thermostatic resistor that is connected to the fan assembly is not working properly. The resistor is sold as a part of the cooling fan and the dealership will not have it in stock until Wednesday.
  
  Desired Resolution:
  Refund

  

  Business Response

  Date: 08/15/2023

  Dear *** *****.

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

  *** ****'s concerns were addressed, and he had picked up his vehicle on July 12th.

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

  Regards,

  ***** *****

  Customer Experience Supervisor 

• Initial Complaint

  Date:06/09/2023

  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.

  In Dec2022 or January of 2023 I brought my car to pep boys to get work on it needed an oil change, it was making some weird noise and my heater wasn’t working. It took they about 3 weeks to start working on my car and the only reason they got started cause I reached out to there corporate office.I got my income tax in February n tried several times to contact them they wasn’t answering or replying back to me they finally got back to me in late February I told them I was out of town n I didn’t have money now but I will be up there in March but I didn’t make it up u til the end of March. When I got there they had done Tow my car n wouldn’t tell me where it was they didn’t know I end up calling there corporate office which tell me where my car was they finally told me in the end of March first week of April n it been 2 months me trying to get my car. They gave it to some come by the name of ****** towing who is trying to charge me 5,000.00 dollars to get my car when pep boys never told me they were going to tow it they never made me aware of this.

  

  Business Response

  Date: 06/21/2023

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

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

  Our store has a process before removing a vehicle from the lot. They first make several calls to the customer before starting the abandoned vehicle process. Once the vehicle is towed by ASTAR the customer is responsible for the payment to get the vehicle back.

  Regards,

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

• Initial Complaint

  Date:06/08/2023

  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.

  During my visit, I had booked an oil change, engine diagnostics, and a rideshare inspection. However, the services provided were subpar and failed to meet the professional standards I expected. The breakdown of the initial services and their costs are as follows: Oil Change - Full-synthetic: $63.26 Additional quarts of oil (1.02 quarts): +$5.61 Engine Diagnostics: $89.99 (Incomplete service lacking a comprehensive analysis due to the unavailability of a smog machine for leak and smoke checks.) Rideshare Inspection: This service was claimed to be completed; however, the next day, I was informed about the need for brake and rotor replacements, which was not initially discussed. Moreover, I requested a coolant/antifreeze flush, brake pads replacement (all), and brake rotor replacement (front). On Tuesday, I received an estimated total of $819.19, inclusive of taxes and fees. Every day I have received a higher quote about the same two brakes and rotors. Now up to a price of $1400 They keep saying they order wrong part and the other party is more now it’s over 3 days and every day I pay I get a adjustment higher for the same two parts.

  

  Business Response

  Date: 07/11/2023

  We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.
  
  To further assist ****************, we need for **************** to return our call.
  
  We again apologize as well as thank **************** for allowing us the opportunity to address his concerns.
  
  *********************
  Customer Experience Supervisor

• Initial Complaint

  Date:06/01/2023

  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 Pep boys about three time for the same time spent over 1700 for my car to be repaired and the issue was not resolved! I did reach out to customer care still know one has reach out to me, the manager ******************* called me on 5/28/2022 at 7:25 a.m. and was very rude, he did not call me during business hours.

  

  Business Response

  Date: 06/22/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ********************. We apologize for any inconvenience **. *************;may have experienced at our facility.
  
  According to the manager ******************** brought his vehicle in with a busted radiator, and he had dumped a large amount of stop leak into the cooling system. **. *************;was advised from the beginning that we had to replace the radiator, but we would have no idea what else was damaged from using all the stop leak. **. *************;was 100% aware of that. We replaced the radiator, thermostat and flushed the system 4 times, it seemed ok. ******************** picked up the vehicle. The next day ******************** returned stating the fans were running long after he shut off the vehicle. We took the vehicle back and flushed the system 3 more times, getting substantial amounts of stop leak out each time. We advised ******************** there was a good chance his heater core is partially clogged causing it to run a little above temperature, which would explain why the fans were running awhile after turning off the vehicle.
  ******************** returned 1 or 2 more times for the same reason and finally we told him there isn't anything more we could do and that he likely needed a heater core. After being advised ******** filed a complaint. ******************** does not want to pay for the heater core. We charged ******************** for the repairs we performed and nothing that is wrong with the vehicle has anything to do with the repairs we performed.

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

  Regards,

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

  Customer experience Supervisor 

• Initial Complaint

  Date:05/30/2023

  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.

  On May 19,2023 I went to Pep Boys to purchase tires. I accepted the deal they gave me and left my car. When I went to pick up my car 5pm. I notice my rims were scratched especially passenger side. I went inside spoke to the sale person that helped me. He never filed a report of what I was complaining. I took pictures in front of him. He said he will review call me back. When I return his call. He requested for me to send the pictures I took. I send it. Pass a week in half not hearing anything. I called was put on hold never came to the line. Today May 30th Im told the damage was not done on the place. The same was done there. I explained to them. Today I want to file a complaint. Thank you

  

  Business Response

  Date: 06/15/2023

  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 have examined the pictures provided by ************** and have determined that our machine did not damage the wheels. 

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:05/17/2023

  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.

  On 5/10/2023 I took my daughter to Pep Boys for them to exchange her old warranted battery with a new one. I watched the tech take out the old battery and put in the new one and after I paid the installation fee, I left my daughter there to bring her car home. 2 days later her car would not start. She got a jump, then 3 days later it didn't start again. Now I'm confused. Upon looking under the hood. I noticed the mechanic left a tool under the hood of her car. I also noticed the same dead battery in the car. Pep boys never gave her a new battery but instead left the old one in. I know this because the old battery is a champion brand in which Pep Boys no longer sells or carries and the receipt shows a different brand was installed. I would like Pep Boys to replace my dead battery, refund my $29.29 installation fee and give me a 4 year warranty on the new battery.

  

  Business Response

  Date: 06/23/2023

  We are in receipt of the complaint sent to your office by ************. We apologize for any inconvenience ************ may have experienced at our facility.
  
  After ************ called our facility to advise that something was wrong with the battery installed in her daughters vehicle, we asked her to return. We investigated and found that a new technician saw the battery sitting near the vehicle and put the old battery back into the car not knowing a new battery had just been put in. We apologized to ************ and replaced the battery. 
  
  We again apologize as well as thank ************ for allowing us the opportunity to address her concerns.

  
  *********************
  
  Customer Experience Supervisor

  Customer Answer

  Date: 06/24/2023

  [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:05/09/2023

  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.

  Good evening. We had a very negative experience with Pep Boys in White Marsh on 9909 Pulaski Highway, White Marsh MD 21220. We went in for an oil change and believe that they punctured our front right tire and was not drivable since that night. The sIice was not there before we went to Pep Boys. We are requesting a refund of $75.53 for the oil change refunded to our card ending in #0871, and/or some some additional form of reimbursement for the new need to replace all of our tires excluding a coupon for services at Pepboys (we will never be using this company again due to poor service). We think that this is a more than fair request considering the cost and time of towing/donut/new tires and the time spent without this vehicle. We will also be filing a complaint with the BBB. Sincerely, ***** **** * ****** **** **** ******* ** Middle River, MD ***** ************ / ************

  

  Business Response

  Date: 05/30/2023

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

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

  Before we bring any vehicle into our shop, we perform a customer vehicle inspection. On that inspection it was documented that the tire was damaged before coming into our shop. 

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

  Regards,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:05/04/2023

  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.

  On 03/04/2023 I took my car to the Pep Boys off International Blvd in Daytona Beach, FL 32114. My car was blowing air but it wasn't cold. I asked the diagnostic charge. I asked if they were ASE certified and they said yes. I left my key and went home. They called and said AC technician stated that they just recommended a recharge and it would cost me approximately $475 which included the diagnostic fee. I agreed, got my car, and paid them. 2 to 3 weeks later, my car does the same thing: blowing but no cold air. I go in that Saturday and speak with the manager and let him know I wasn't pleased. The manager stated that they couldn't find the leak and so they put in dye when they recharged AC so they could find the leak. I explained that had not been explained to me and I had no more money to give to fix this issue. We agreed they would look and recharge my AC for free and if there were more repairs needed, then they would call before anything else took place. I agreed, dropped my keys off, and went home. The manager called and stated the AC system was now bone dry. They can't find the leak and all the dye was gone. They had to recharge and put in more dye. I said okay. They did the recharge for free, I came and picked it up, and came back the following Saturday first thing in the morning. Dropped my car off and went home. They called me stating they couldn't find the leak again but would recharge for free. When I went to pick up my car I asked what they were gonna do to refund me since they can't find the leak. The manager stated it was under warranty. When AC went out again, bring it back. About 2 weeks later, I brought it in again. Same problem. I called corporate. They offered me a refund. Manager from store called and said it would be there in 5 to 10 business days. Went and got my car - they didn't recharge. It has been 14 business days. Ive given my address 3 times. They keep delaying my refund. I need help. I've called corporate 3 times.

  

  Business Response

  Date: 05/19/2023

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

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

  ******************** was contacted and advised that a check would be sent out to him. That check was requested and sent on 5/15.

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

  regards,

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

  Customer Experience Supervisor 

  Customer Answer

  Date: 05/31/2023

  [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 have also received the check and have put it in my bank account.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:05/04/2023

  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.

  My 2017 ******* ****** been having issues with the acceleration. I took my car to get it serviced. They said I needed an a certain part and I ordered it. They replaced the vvt part and charged me 281. My check engine light was on the next day and had been on since. The issue was not fixed and they took my money for a part that did not need fixing.

  

  Business Response

  Date: 05/19/2023

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

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

  Regards,

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

  Customer Experience Supervisor 

  Customer Answer

  Date: 06/03/2023

  [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 did not resolve the situation. The location is Pep Boys in Philadelphia, PA..***************************************** Philadelphia, PA.*********;
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/30/2024

  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 addicted with her concerns.
  
  We again apologize as well as thank **************** for allowing us the opportunity to address her concerns. 
  
  Logo
  
  Description automatically generated
  
  *********************
  
  Customer Service
  Supervisor

• Initial Complaint

  Date:05/03/2023

  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 an appointment , when I arrived I was told the mechanic needs to diagnose my car with a machine and that he was busy with 3 other cars and that I need to bring my car back, then the manager came to talk to me he went outside where the car was and asked me for the key and said that they don’t handle the type of issue my car had, however my car had not been diagnosed. I was turned away and told they can’t Help me that I needed to go to my dealer. Without knowing what was wrong with my car. I am contacting government agencies for posible misconduct of this business.

  

  Business Response

  Date: 05/15/2023

  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 explained to ******************** before he made an appointment in the system that we have few vehicles to do a diagnostic before him. I went to his vehicle anyway and was getting the information for the vehicle, when I put the key in the ignition there is no light coming on in the dash, so I called our Area Diagnostic specialist. I explain and he told me that the problem is in the ignition that the customer would have to take to the dealer, the customer was in front of the manager at the time he explained again that he needed to take his vehicle to the dealer because Pep boys don't have the equipment to fix ********** key and program. ******************** then he the manager to help him push the vehicle to the parking space which he did.

  We again apologize that we were unable to assist **.  ******** with his vehicle issue.

  Regards,

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

  Customer Experience Supervisor