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

  
• 

  The Pep Boys -Manny, Moe, Jack

  Route 18 & Hope Street East Brunswick, NJ 08816

• 

  The Pep Boys -Manny, Moe, Jack

  72 Hazlet Avenue Hazlet, NJ 07730

• 

  The Pep Boys -Manny, Moe, Jack

  701 Route 440 Hudson Mall Jersey City, NJ 07034

• 

  The Pep Boys -Manny, Moe, Jack

  420 Marin Blvd. Jersey City, NJ 07302

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:02/22/2023

  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.

  12/26: Car dropped off at Pep Boys #**** (**** ****** *** Dallas) for check engine light. Pep Boys full diagnostic report indicated Knock Sensor and Mass Air Flow Sensor needed to be replaced and Throttle Body needed to be cleaned. All 3 services were authorized, charged $915.91. Upon pickup, there were noticeable problems with acceleration immediately and check engine light was still on. I immediately questioned this and was told this was normal and the car needed to be driven for a day to “reset”.
  
  1/2: Returned car to Pep Boys due to noticeable acceleration issues following service and check engine light still on. Was told it would be completed same day.
  
  1/4: Called to check status after no communication and was told new diagnostic report indicated turbo was broken and all previous work was faulty, given estimate for $1924.38. Turbo was clearly damaged while the vehicle was in pep boys possession as evidenced by their own diagnostic reports. I declined Turbo repair since all work was faulty (not trustworthy) but authorized replacement of the 2 sensors that were newly installed and under warranty.
  
  1/5: Called to check status after no communication.
  
  1/6: Picked up vehicle. Paperwork indicated sensors were NOT replaced even though this work was approved. No work was completed while car was in Pep Boys possession for nearly a week despite employees telling me otherwise.
  
  Christian Brothers diagnostic report shows (I have photo evidence for all of the following):
  • Mass Air Flow sensor had foam and debris from install stuck in it hindering performance.
  • Knock Sensor was not the brand or type recommended for my vehicle and was therefor not working properly. Was charged well over 2x market value for this part.
  • Throttle Body System visibly dirty after pep boys "cleaning"
  • Turbo damaged and not functioning properly
  
  My car was damaged, I was not communicated with, sold faulty parts and lied to. Not adhering to company values at all. I would like a FULL refund.

  

  Business Response

  Date: 03/10/2023

  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 of the location *** ****** has called and left a voice mail for *** ******. We ask that *** ****** return the call at her earliest convenience.

  Regards,

  ***** *****

  Customer Experience Supervisor 

  Customer Answer

  Date: 04/02/2023

  [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 have repeatedly tried to get in contact with the Pep Boys representative mentioned in the business's response, but my calls have all been ignored. I have left several voicemails over the last two weeks and have not had any of my calls returned. There has been no contact made by the business since the one original missed call/voicemail mentioned in the business response despite my repeated attempts to contact them. This issue is still not resolved and the business is seemingly not doing their part to help get it resolved. I would like my calls to be answered or returned so I can discuss this issue and a refund further.

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

• Initial Complaint

  Date:02/22/2023

  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’m writing to you about an incident I had at the Pep Boys, Store#**, at the **** **** ******** Shopping Center in Philadelphia, PA. I dropped my car off to have the catalytic converter replaced. The shop advised me that the converter had to be ordered so the car was left in their care, custody, and control while waiting for the part to come in. On 1/4/23, I was called by the store and notified that several of my windows had been broken between the close of the store on 12/31/22 @ 6 pm and 7-7:30 am on 1/1/23 when **** *******, Service Manager, came to work and discovered the vandalism. **** was advised to contact the Philly Police Dept and a police report was filed (P/R **-********.).
  
  On 1/10/23, I had a conference call with ****, along with my mother, regarding this incident and he Denied Any Liability on behalf of Pep Boys and referred me to 1-800- Pep Boys to file a complaint. As recommended, I contacted 1-800- Pep-Boys to file a complaint, # ******, and was advised again by the representative, that there was no Liability on Pep Boys' behalf. I was further advised that Senior Leadership would contact me within 48 hours to discuss this matter. I called Pep Boys again on 1/13/23 as Senior Leadership had not yet contacted us. We were advised again that another message would be sent to Senior Leadership and we would be contacted again within 48 hours. As of 2/22/23, no one has again reached out.
  
  My issue with Pep Boys is that everyone is stating that Pep Boys is not liable for my car's vandalism even though it was left in their care, custody, and control. It was not as though I parked the vehicle in the parking lot myself. Pep Boys should have had all due diligence to properly secure my vehicle while again it was in their care, custody, and control.
  
  Since my car was vandalized, there has been poor customer service across the board from Pep Boys. This has caused additional unexpected expenses to me for a matter that was totally out of my control.

  

  Business Response

  Date: 03/23/2023

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

  *** ****** has been contacted by the Area Director who will be meeting *** ****** at the store and will address *** ******'s concerns.

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

  Regards,

  ***** *****

  Customer experience Supervisor 

  Customer Answer

  Date: 03/28/2023

  [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:
  
  
  Regards,
  
  
  
  ****** ******
  
  
   
  
  
  
  We were asked to meet the Area Director at 12 pm today and his phone went straight to voicemail and he did not show after we waited around for 10 minutes for him to arrive.
  

• Initial Complaint

  Date:02/15/2023

  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.

  This is regarding Pep Boys 2647 Ridge Pike, Norristown, PA 19403 location:
  
  the Quick summary is I took my car to Pep Boys to get a Transmission Fluid change on my vehicle. Pep Boys put the wrong transmission fluid in my car, which in turn destroyed the transmission.
  Shortly after getting the fluid change at Pep Boys, i went on a trip and the transmission in my car broke. I had it taken to a local mechanic where it broke down and i discussed how i just got the fluid changed. They advised my car has a CVT transmission and it has a specific fluid for the CVT. If Pep Boys did not use the correct fluid, it would destroy the transmission.
  I checked the Pep Boys service receipt and it showed ATF+4 fluid was used in the service, which is the wrong fluid for my vehicles transmission. ATF+4 is for regular Automatic transmission and is not compatible with a CVT transmission. At this point i began contacting Pep Boys. Here are the timeline of events.
  
  Jan 9th - Discussed issue with Pep Boys Trooper about wrong transmission fluid used at time of service. Showed Pep Boys service receipt indicating the type of fluid utilized. Pep Boys employee at the store was unable to provide assistance and referred me to make a claim/complaint with the 800 number.
  • Jan 9th- put in complaint with Pep Boys 800#, they gave me Ref# of 851 754 and said their response time is 48 hours. Call them back if no response by then.
  • Jan 12th ,13th and 16th I called the 800 number for an update. 1st time they said Area Manager is reviewing the tapes and will call back. Next two times they said management is reviewing and some one would call me back.
  • Jan 16 - sent email to pepsocial@pepboys to see if they can help, as I was yet to hear back from anyone at pep boys. They advised a case was updated and Field leadership would reach out to me
  • Jan 17 - did not hear anything further, so reached out to pepsocial@pepboys again. They responded with same response as previous message.
  • Jan 18th (or 19th) – still no contact from Pep Boys. Put in a social media review of my experience.
  • Jan 20th - Employee from Pep Boys Trooper Store called(same person i originally spoke with). We spoke twice. At the end of the conversations both times I asked to have this escalated to a decision maker who can provide a thorough response on how to proceed. Pep Boys Area Director called later that day and I explained what occurred. He asked that I send documentation from the mechanic that has my vehicle, and they may have Pep Boys reps from Dickson City store come down to inspect the car. I asked him to send me an email and advise what documents were needed. I was currently traveling at that time.
  • Jan 23rd – received email from Pep Boys Trooper store employee asking for documentation for the vehicle diagnosis. I advise will forward in the next few days
  • Jan 27th – I provided the documentation to Trooper Employee and Area Director via email. Followed up with a call to Trooper Employee to ensure he received the message. Trooper Employee advised Pep Boy reps from Dickson City store visited the mechanic to check out the car. Trooper Employee advised he was gathering information to send to his manager.
  • Jan 31st - I followed up via Email on status. Trooper Employee responded they are working with their claims depart and having a third party inspector check the vehicle and test the fluid.
  • Feb 1st – I followed up with an email regarding questions for this Inspection, along with an outline of the steps that I already went through. Expressed my frustration with pep boys and did not feel they were being forthright.
  • Feb 2nd – Trooper Employee replied with brief response on the inspection, but did not answer my questions. He also provided a claim number.
  • Feb 6th - received call from PB Claims Coordinator, advising they hired a 3rd party inspection company to check out the vehicle. This company will contact the mechanic withing 48 hours to arrange the inspection. There is no timetable for this company to complete this inspection and there was also no specifics on what this company is going to perform.
  • Feb 9th – emailed Pep Boys Area Director, with two PB executives in copy, summarizing the experience and timeline so far and asked for a phone call and resolution that day. Pep Boys Area Director called later in the day to discuss but did not have any real updates.
  * Feb 10th - spoke to Pep Boys Claims Coordinator and they said inspector was turned away by mechanic and provided little details. I advised i will speak with mechanic
  *Feb 13th - spoke to Mechanic, they said inspector came by and worked on the vehicle twice. The inspector only introduced themselves and then worked on vehicle, and left. they did not request anything from mechanic or offer any complaints. Just did their thing and left.
  *Feb 13 - called Pep Boys Claims Coordinator to advise of my conversation with Mechanic. Offered to get on a call with all parties to resolve. Pep Boys claims coordinator did not seem willing to accept or discuss any other conclusion other then the one they provided.
  
  At this point, i have given Pep Boys every opportunity to resolve. They only provide vague answers and will not discuss or provide any steps needed for resolution. At each point i provide information, Pep Boys adds an additional step.

  

  Business Response

  Date: 02/20/2023

  Dear *** *****,

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

  A claim has been entered and a claim adjuster will be contacting *** ****** to provide next steps. 

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

  Regards,

  Robin S****

  Customer Experience Supervisor 

  Customer Answer

  Date: 02/23/2023

  [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 have already been in contact with the Pep Boys claims department prior to filing this complaint, as well as the Area Director for several weeks.   They continue to add on steps after each preceding request is completed.   Yet when i ask them to provide to me the full process needed, they are vague in the verbal response and do not provide any written guidance.

  I have already provided to them:

  - Pep Boys service receipt clearly showing the wrong fluid was utilized.   which led to the the transmission failure

  - Pep Boys Customer Care team advised they reviewed service tapes
  

  - Copy of the mechanics diagnosis and estimated repair cost provided to Pep Boys
  

  -  Pep Boys Dickson City employees inspected the vehicle

  -  Third Party Company that Pep Boys hired inspected the vehicle

  I feel this should satisfy any proof that Pep boys would need to determine they caused the damage.

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

• Initial Complaint

  Date:02/15/2023

  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 brought my car to PepBoys #**** in ***** **, I took it there to get a radiator and thermoset replacement . After close to $1000 in repairs I began my drive back to my University in ************, PA. Within my 2 hours of driving home late at night, my car started smoking and that's when I began to worry about my safety and was forced to pull over. A officer came to help me, where we discovered none of my radiator hoses were not clamps down at all! He assisted me in clamping down the top hose and I made it back to college. In which I called the Irwin  location and explained their faults. They told me they will handle fees and get it towed to the PepBoys in Mechanicsburg. They have taken in my car and found the technician that worked on my car did not handle my radiator repairs properly. I picked up my car and needed to send it over to the Pepboys again where they found my thermoset was not installed properly either. Where the Mechanicsburg location fixed the repair. I got my car back with what though to be completely working cooling system but my car now sits with what seems to be a blown head gasket at the PepBoys location due to issues from failure to replace parts correctly. I am a college student who needs my car to be able to go back and forth to see my family who is 2 hours away from my campus. I haven't been able to spend time with them since Christmas. This whole headache has not only been a continuous string of disappointment but through the PepBoys corporates office I haven't receive any update from anyone. I have spoken to **** who answers calls and he has sent multiple emails to ****** ********** (claims manager) to give me a update and has failed to do so in two months. I also spoke with ***** ****** (Sup visor) who has yet to reach out to me either. During this almost 5 month long process with still no answer just a claim number #****** and case number #***********. I have multiple documents providing the error on thier end but no response.

  

  Business Response

  Date: 03/30/2023

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

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

  **. **** concerns were handled by our claims department. 

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

  Regards,

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

  Customer Answer

  Date: 06/08/2023

  My name is ******* ****. We spoke earlier today in regards to my unresolved claim (#********). 
  Here is the overview of what has occurred between the claims department and I. 
  
  They reached out to me saying that it was being processed, since the previous person working there is not there anymore. Following this I spoke with ******** ******( the claims manager ) where I had to wait close to another month for a final update on my claim and resending information on what happened to my vehicle. After this ********* reached out to me saying that the best they can do is offer me a refund of $940.51 which was the cost to get my radiator and thermostat replaced(March 8th). In which I called the location where my car is located (Mechanicsburg) and spoke with the manager Scott since him and I have been in contact in regards to my car. Following speaking with him we told me due to the work that has been done and the car overheating they would call and advise for a full engine replacement. This would be close to $6,000 and no where close to the amount *** ****** and Pepboys is offering. After getting this information I told her I would not be able to accept a refund for the negligent work performed in Irwin, PA and that the refund would not be able to cover the cost to fix my car. *** ****** then did not respond for another month and then asked to allow her to speak with the Store Manager and the Area Director. Afterwards she then told me Pepboys will only offer a refund for the work they did. 
  

  
  

  

  Business Response

  Date: 06/15/2023

  Dear *** *****,

  We are in receipt of the rebuttal sent to your office by *** ****. *** ****’s claim was thoroughly investigated. Per our investigation it was determined that the vehicle came in with issues that
  unfortunately could not be repaired thus we offered a full refund. *** **** was
  advised that while we were sympathetic to his loss Pep Boys can only pay what
  we are responsible for.

  Regards,

  ***** *****
  
  

  Customer experience Supervisor 
  

  Customer Answer

  Date: 07/10/2023

  [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:
  
  My vehicle got to the Irwin location in drive-able condition, with no other issues besides the overheating to be fixed. Due to the neglect work of the repair technician (******, found on the original report) that did not properly install the parts that were needed for the repair to be completed.  Therefore the damages to that my vehicle endured on my two and a half hour drive back to college is at fault of Pepboys because of the missing clamps on my radiator ( both top and bottom hoses ) in addition to in correct thermostat lining. This is proven by the Technician at a different Pepboys location (Mechanicsburg) , again attached to this rejection. If they have any proof that my vehicle had any other issues other than the overheating it should been brought to my attention so it could be fully fixed however as per the original report they only found overheating issues. Thus rendering vehicle needing a new engine costing $6,000 and the full refund of $998.50 would be no where near the cost. 
  
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:02/15/2023

  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.

  Scheduled a routine oil change for 1/18/23 at 5:30pm. Received confirmation.
  Dropped car off and was called back 15 minutes later due to not having ordered the oil filter. Was told to come back at 8am the following morning and they would take care of me “first thing” Was told 1/19/23 at 8am that the oil tech wouldn’t be in until 9. I came back at nine and explained that I was in a hurry and wanted only an oil change. Two hours later I was offered additional services due to diagnostics. I refused. Then when I was told they were finished and paid they didn’t bring my car out. 30 min later when I asked what was taking so long I was informed that my check engine light had come on when they cranked the car after the oil change. Please note that NO dash lights were on when I presented the vehicle for the oil change and the diagnostic paperwork documented the same. They checked the code and it stated a high pressure fuel pump failure and I was told to “take it to my dealer and let pep boys know what they say” per the tech. When I tried to leave the car wouldn’t go over 12 mph. They checked it again with no results and then the car would not start. The car was towed to my mechanic who even after replacing the high pressure fuel pump twice got no results. The low pressure pump was replaced on the advice of VW service with no results. I called pep boys customer service on 1/22/23 and was given reference number ******. Seven days after the incident I received my first call from the pep boys manager at the location. He told me to have VW check it and “let him know what they say”. A claim was filed by pep boys only when I escalated the issue at after three weeks without a vehicle. I was given a claim number 4 business days ago ( three weeks after my initial complaint) and given a contact. It’s been over three weeks with no vehicle, no apology and no rental. The WORST customer service ever.

  

  Business Response

  Date: 03/17/2023

  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 are being addressed by our claims team.

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

   

  Regards,

   

  Robin S****

  Customer experience Supervisor

  Customer Answer

  Date: 03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  This response is misleading.  The claim number *********** has been open since February 9th and Pep Boys has neither accepted or denied the claim.  They have not even offered me any documentation of their multiple inspections of my vehicle and routinely have ignored my emails and phone calls.  I am currently dealing with a manager of my initial claims agent after she didn’t return multiple voice mails and emails over a 10 day period.  I have asked multiple times over the course of the last eight weeks for a rental vehicle and have been told they would not provide one until they approve the claim and then they won’t make a decision.   This vehicle is my daily driver and I have been forced to spend over a thousand dollars out of my own pocket for rentals and Ride shares to get to and from work for the last eight weeks.  My vehicles damage has not been repaired…the dealership hasn’t even diagnosed the problem!  This mechanical response is an insult to me and just proof of the indifference Pep Boys has for its customers.  How many vehicles have to be towed away from Pep Boys after a routine oil change for this to not be taken seriously?  I demand a real response to my request in a timely manner considering this has been going on for 2 MONTHS.  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:02/15/2023

  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 2005  ****** ****** pick-up into Pep Boys for maintenance work. My drivers side window motor was out and needed a new motor. While there they changed the oil, battery, break light. I have no problem with these 3, but as far as the window goes, they could not find the right part to fix my window and asked me to leave the truck overnight at there shop. The following day, Feb. 3rd, 2023 they called me and said after 3 separate tries to get the right part, they gave up. So I went down to pick up my truck, paid my $1000 plus bill and left. Upon examination of my vehicle, I noticed 3 puncture holes in both passenger side door panels and another on my drivers side door panel that they had just worked on. I called them on Feb 4th, 2023 to file a complaint. Took my truck down there to show them. Had them take pictures of the damage. I called a few days later to see what they were going to do about it and they told me nothing, that they didn't do it. My truck had no holes in it when I took it in, and now it does. I am ******, and I want them to fix what they broke.

  

  Business Response

  Date: 03/20/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
  
  It was explained to ****************** that the holes in the vehicle are not near the repairs performed. We reviewed the  CCTV, it was confirmed that the tech did not damage the vehicle.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address his concerns.
  
  *********************
  
  Customer Experience Supervisor

• Initial Complaint

  Date:02/14/2023

  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.

  After parking in a grocery store parking lot on 2/14/2023, the splash guard/plastic cover underneath my car was damaged as I was leaving the parking spot and a cement block pulled off the plastic under guard. Prior to leaving the store I checked the damage, the plastic guard was hanging low but still attached to my car and there appeared to be no other visible damage to the body of the car. Typically Pep boys will repair/clip the splash guard for free. I called and asked if they can fix this and they said yes, and after arriving to the Pep boys location I also asked them if they can check to see if there is any additional damage under the car or just the plastic part, to which they replied there wound be a $40 charge. I said that was fine. After they took my car back to their garage, the service rep informed me my bumper was hanging off the car. This was bizarre to me because I hadnt noted any damage to my bumper before leaving the grocery store parking lot where the initial damage to the splash guard occurred. I had specifically checked around my car and the bumper was fully intact after I left the grocery store parking lot and when I entered Pep boys. The service rep at Pep boys intentionally pulled off my bumper, resulting in costly damage to my vehicle that was not there when I initially took my car to the garage. They informed me it would need to be taken to a body shop and not something they can fix. I am reporting this issue to the bbb because of the the unethical business practices at the Pep boys, the employees corrupt behavior, and the additional hundreds of dollars of damage they caused to my car/property.

  

  Business Response

  Date: 02/24/2023

  Dear **************,
  We are in receipt of the complaint sent to your office by ************. We apologize for any inconvenience ************ may have experienced at our facility.
  
  ************ called our McDade location on 2/14/23 and asked if we were able to put her splash shield up. She stated she ran over a concrete barrier or parking spot marker in the grocery store parking lot and could hear it touching the ground. The manager Nicole said that we would be happy to look at it and bring it in, if it isn’t too damaged then we should be able to re-attach it and that we wouldn’t charge her for that service. She indicated that she would also like to have the suspension looked at because of the impact she made on that concrete structure, and we advised it would be a charge for that service, but we would be happy to accommodate. *** **** brought the vehicle right to us and came inside to the front desk.  In case number 855238 *** **** states that she left the vehicle and returned at a later time, but that is not correct. We have camera footage of her standing at the front desk the entire time the vehicle was in the shop and on the lift. *** **** was at the store less than 30 minutes total. The Service advisor went out to the vehicle and grabbed the information need to write it up, license plate and mileage and documented the damage before we pulled it in the shop. Once the vehicle was put into the system the master tech pulled the vehicle right into the bay. We have camera footage as well. The bumper was hanging off the car when we pulled it in and we even brought *** **** out to the vehicle to show her that it wasn’t just the splash shield, it was also the bumper as well. In the video you can even see her expression of surprise when we showed her this. Once we recommended it to go to a body shop, which we notated on the work order and the CVI as well, her demeanor completely changed and immediately told us to back the car out, she didn’t want us to touch it and even got upset with us for doing the CVI (Customer Vehicle Inspection) and documenting the work order. There is no physical way someone would be able to just go out to the car and rip the bumper off. We have left voicemails, with no return calls. *** **** filed a complaint that has false accusations.
  Pep boys will not be held responsible for any damage to this vehicle.
  
  Regards,
  Robin S******
  Customer experience Supervisor

• Initial Complaint

  Date:01/30/2023

  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.

  0n January 17, 2023,I was charged for $142.12 for a Valve Cover Gasket set and $861.84 for labor to replace the Valve Cover Gasket due due an oil leak. The same night, I noticed my car was leaking more oil. Pepboys told me to bring my SUV back to the shop. I did. He said my other parts such as oil filter and filter housing is now leaking due to the new Valve cover Gasket being installed, the cost to fix them will be over $5k but he will drop the price if I give them the work. 2 days later, I didn't hear from them and my car was still at the shop. So I went to the store. The store service manager I belive is **** who said he is still working on the price. So I took the car and told him to call me when he knows the new price. I was leaking heavily in my driver. So I called pep boys back but they were closed. Therefore, I got another mechanic to check the leak for me. He said they did not put the new part nor do the labor. They just put RTV glue around the edges to stop the leak.A lot of back and forth at the shop. Then the service customers rep apologized and said I will be refunded but the store manager **** is out sick. It will be done when he come back to work.The next 2 days, PepBoys stor service manager **** was back and he called me to bring the SUV with the mechanic back to the shop so he himself can see the work. We arived 1 hour later. Prior to inspection, the store said he was not going to help me because I got corporate involve. **** said the work was done but couldn't answer some of our questions and would not let us record what he is seeing as the new part. Finally, he uses his authority as a manager and said he is still not refunding me but will do the part over if we leave tge car with him. My husband said no, the trust is gone, refund my wife. Lastly, I was more upset at that point because it was unfair. Clearly, service manager **** charged me for hard labor but content with an easier work instead. 3 trips for reinspection, nothing.... Now, he will not refund me nor admit that the replacement was not done. He yelled at me and bragged about refunding others, but not me. He showed me a few tattoos on his body as proof that he was a honest person. I disagreed because to me that is not proof. So he played the victim and walked away leaving me inside the shop standing there with no refund.Pictures shows the part taking ou 3 days later by another mechanic and it's not new and receipt.

  

  Business Response

  Date: 03/08/2023

  Dear **************,
  We are in receipt of the complaint sent to your office by **********************. We apologize for any inconvenience ********************** may have received at our facility.
  Below is a statement from the Area Director.
  I spoke to this customer on Feb 1 2023  in detail.  ******** originally stated that they paid us to replace a Valve Cover and we did not perform the repair as they took the vehicle to their Mechanic who noticed that the valve cover was still dirty and old. I explained to the customer that we indeed did not replace the valve cover but instead the valve cover gasket and invited them to visit the store to review the footage to see the technician removing and reinstalling the new valve cover gasket. Customer declined and stated that the did not want to visit the store as they were afraid of our SM because of his tattoos and then the conversation shifted towards that they were now mistreated by the SM. I offered once again to visit the store with them on the day the SM is off so they would have no concerns. Customer refused. They did not want to see the CCTV and told me that even if the CCTV footage shows the employee working on it, they would not believe it as their mechanic told them it was not replaced. Customer then shifted the conversation towards race indicating that the reason they were being treated this way is because of race. I assured the customer that is not the case but ultimately, they decided to end the conversation because I would not agree to refunding the amount paid by them. Our position should remain to decline this request.

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

  Regards,

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

  Customer Experience Supervisor.

• Initial Complaint

  Date:01/29/2023

  Type:Billing 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 1/22/23 I brought my car in for 4 ****** tires for an 11:30am appointment. I was called at 5 to be told my tires weren’t in stock. I was upset to get a call almost 6 hours later & the reason I wanted those particular tires is they were buy 3 get 1 free. I was promised to still get the deal even though they were not going to be the original tires. I picked up my car at 6:30 (they closed at 6) and they didn’t have time for my alignment which was also a part of my appointment. I called corporate, and the store manager reached out to offer a resolution. He made me an appointment for 1/28/23 at 9am. Told me he would be there personally to make sure I was taken care of. I get to my appointment, there’s no manager and I’m told there’s no workers there to do an alignment this morning.

  

  Business Response

  Date: 03/20/2023

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

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

  **************** was contacted and provided a refund for the alignment. 

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

  Regards,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:01/24/2023

  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 car was towed to Pep Boys on December 29th and on January 4th , there was Wreckers Operating Lien placed on my regristration because 4 different tow companies were supposed to tow my car but only one came out . Corporate was so dismissive I had to call a couple of times to see which company put a Wreckers Operating Lien on my vehicle and no one from these offices said they put a lien on my vehicle . So now , I'm not sure who put these Wreckers Operating Lien on my regristration . The DMV has no knowledge of this and this creates a problem with me driving because I can be pulled over and ticketed due to this . I need this matter handled IMMEDIATELY !!! I was advised that Pep Boys pays for these services and I would compensate and I was advised I didn't need to compensate .

  

  Business Response

  Date: 02/04/2023

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

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

  Unfortunately, we do not have any information on **************** concerns. **************** states she contacted 3 different tow companies and only one came out. We do not know of any lien put on the vehicle.

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

  Regards,

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

  Customer Experience Supervisor