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

  6814 Tilton Rd Egg Harbor Twp, NJ 08234

• 

  The Pep Boys -Manny, Moe, Jack

  518 Old Post Road Store# 0188 Edison, NJ 08817

• 

  The Pep Boys -Manny, Moe, Jack

  314 Haddonfield Rd Cherry Hill, NJ 08004

• 

  Pep Boys

  5020 South Blvd Charlotte, NC 28217-2700

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:01/20/2023

  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.

  While traveling home my car broke down in Georgia. Went to the pep boys to have it fixed. Paid 730 dollars only to have the same issue happen again 300 miles later. Was fortunate to get back home and took it to the local ******** **** pep boys and they want to charge me an additional 530 dollars to fix the same issue with a different part that I had thought I fixed in Georgia. I feel as if I was ripped off because if they fixed something I wouldnt have the same issue. And I feel like having the same issue means they could have just replaced parts that there was nothing wrong with. At the end of the day I feel I paid 730 to get home safely with a working car and unfortunately this isnt what happened. I have filed for a refund for the first visit through pep boys but decided that Id like to get the bbb involved as well to make sure I dont get cheated.

  

  Business Response

  Date: 02/14/2023

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

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

   

  The store and Area Director has tried contacting ****************. It is unfortunate that another repair is needed on the vehicle, however this repair (throttle body) has nothing to do with the ************, however the area director is willing as Customer Satisfaction assist **************** with the repair. We ask that **************** return our call to set up an appointment to bring the vehicle back.

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

  Regards,

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

  Customer Experience Supervisor 

   

   

• Initial Complaint

  Date:01/19/2023

  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.

  On 11/07/22 I contacted Pep Boys #**** located at ****************************************************************************** for a routine oil change. ****, the Mgr on Duty, answered and agreed to work me in provided I arrived at least two hours before closing time. I immediately sent my son to wait . While on ******** with my son the entire time, I was updated on the service progression. With at least three hours of wait time, my car was not pulled into the bay and lifted until 30-40 minutes before closing time. The technician rushed through the process and requested the payment of $102 via phone link. He stated the oil light was still on due to a possible faulty sensor. I asked was the oil light reset. This has never happened before. When my son arrived home, I was concerned with the smell of the exhaust and the oil light luminance. He stated the technician said it was fine. On 12/03/22 I contacted Pep Boys again stating my car had zero oil, requesting an explanation of service for possible negligence. ***, the Mgr on Duty, advised a tow to the store for further investigation. I arranged a tow at 10:00 am but was re-routed through 5 different tow service appointments before finally getting there around 3:00pm. Ironically, three hours before closing again. *** contacted me stating the vehicle was ready for pickup. He never admitted negligence only to say, the fluids were topped off and ready to go. I sent my son for pickup while on ******** once again! I was adviced I had an oil consumption problem this time, to consistently check levels. I was upset all over again. A reportable company like this would not take accountability, uphold integrity and be passionate toward their job. When I received the car, the oil light was reset, therefore it was not a sensor issue. But what I do have is a horrible sound to the engine. They did a diagnostic check both times, but decided to tell me anything to get me to go away. As a result, I have more serious concerns due to their negligence. A engine replacement!!!!

  

  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.

  The manager spoken with ****************** and communicated that we need to inspect the vehicle or have the vehicle brought to another facility that we can send our ADS sent to inspect and diagnose.

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

  Regards,

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

  Customer Experience Supervisor

  Customer Answer

  Date: 02/22/2023

  ’m replying in response to the communication you receive from the Pep Boys Customer Experience Supervisor, Robin.
  
  Pep Boys  has receive more than enough time and energy from me to get this resolve. I contacted Customer Service via email on my first visit but did not receive a response. I corresponded with the Pep Boys location and did not receive a proper apology or resolution. I then contacted  the BBB  in Dec 2022 to get further assistance. The BBB of West Florida sent out letters but no response to then transfer me to you and start the process all over again.  Once you sent out a letter, they respond.  You received my case Jan ‘23 which provided them time to come up with a strategy to still delay the process.
  
   The manager contacted and tried to apologize when he realized I reached out to the BBB, under his company’s instructions , of course.  He asked me to go to the ********** dealership  to get a diagnostic and ask if there were any recalls on the model of my vehicle so I could get them to replace my motor.  I was given the option to bring my car back into his location and they would research or investigate further. But why, should I?  I trusted this location twice to do the right thing . When my car was towed into this location , they stated they ran a diagnostic to cover  up incompetencies. They told me it was my fault the car ran out of oil a week after my service visit.
  
  I advised the manager my next step was to seek legal counsel for damages . 
  
   This is a catastrophic situation that is not being handled  with professionalism. 
  
   No integrity or loyalty to the customer !
  
   Thank you, 
  ********  *******
  

  
  

• Initial Complaint

  Date:01/18/2023

  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.

  Car dropped of Friday 1/12/23. Sunday 1/15/23 I called for an update and was asked “Did no one tell you? We can’t find your keys”. On Monday 1/16 I went to the store and was told the keys have not been located and the car was also broken into. I was not notified of the break in regardless of calling several times, never reaching the manager. I called a locksmith and the police. The pep boys used the locksmith I called to have them make me a key. They now look at the car for the original reason I dropped it off. They proceed to tell me I need a new power steering pump and rack and pinnon for $1800. This is the same pep boys that I have two different reports from within the same six months, one saying I need all new brakes and a $1700 quote and one six month later saying the brakes are fine. (They also replaced a headlight for me and returned my car with the door handle unable to open the drivers side door. After telling them is is an issue I insisted they fix, they broke the part of the door that is attached to the mirror knob and told me it had been glued originally and not something they did.) Back to this situation, after finally getting new keys I drove the car to another mechanic. They flushed the system, added power steering fluid, said there is no leak in the system whatsoever and that I owed them nothing. This pep boys has tried to rip me off twice for close to two thousand dollars each time while providing awful customer service, no accountability, the inability to keep my car safe or secure and utter disrespect for assuming no responsibility on providing honest customer care. I am appalled and astonished that this business continues to operate at all.

  

  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.

  ****************** vehicle was glued together and falling apart when it arrived at the shop. a CVI with pictures were provided to ************** along with the quote. We are not sure why an outside shop decided to perform free services or why they failed to find the issues with the vehicle. ************** claims we recommended unnecessary repairs, but she was brought into the shop and shown the issues 1st hand. We also showed her the panels that were glued on the vehicle, that were falling off and explained how we could not have done anything to cause it. ************** also brought the vehicle back multiple times for different types of issues with the vehicle and received a different quote each time. No refunds or repairs are due as Pep Boys is not responsible for any issues related to this vehicle.

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

  Regards,

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

  customer Experience Supervisor 

  Customer Answer

  Date: 02/13/2023

  [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 is a complete falsehood and has no mention of several of the issues plainly laid out. 
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 04/10/2023

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

  We are in receipt of the rebuttal sent to your office by **************. We again apologize, but our prior response stands firm. 

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  Date:01/14/2023

  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 Jan 11, 2023, I went to Pep Boys in Lawrenceville, Ga to have my belt change because of signs of cracks and to have them check for leaks around the transmission coolant lines from the radiator because it was soaked around that connection area. Ms. Susan G. stated that it will take about thirty to forty minutes and she will tell the mechanic to check the around that area. After an hour, the truck was finished, the belt was on and she said the mechanic told her everything looks great. I asked her about the coolant lines and she went back to asked the mechanic and he told her that it looks like an oil leak...but no other information. I left the Lawrenceville Pep boys shop and went to another shop to have the leak around the coolant connection check the same day. Two hours later they called me and said I need the coolant lines replaced and a engine belt. I told them I just had the belt placed that morning and they said that it was torn down one side of the belt. I called Ms. Susan G at the Lawrenceville Pep Boys shop and told her that the belt is torn and she assured me that the belt is new. I asked her if I could bring the belt to her and we agreed on the phone that I bring her the belt for a refund. On Jan 13, 2023, I brought the belt in for a refund but she directed me to Mr. Jairamy D***** who said that he could not give me a refund for the belt. He mentioned the belt maybe a defect and that after his write-up and submitted paperwork to headquarters, the company may not refund the money. He and Susan could only offer me two free oil changes. I retired two years ago and my truck blearily travel 400 miles a year. I was expecting a refund agreed with Susan for the belt to pay for the new belt the other shop will replace to move my truck. The Pep Boys shop have the old belt and new defected belt and I'm at a loss of $184.21. 

  

  Business Response

  Date: 02/23/2023

  We are in receipt of the complaint sent to your office by **. ****** We apologize for any inconvenience **. ***** may have experienced at our facility.
  
  The store recommended to change the pulley and customer declined. Customer only wanted the belt replaced, after leaving store the pulley seized and broke the belt. Customer took vehicle to another shop to have repair on the pulley. Customer is stating that we didn't replace the belt because it was broken. 
  
  The manager contacted **. ***** to come down to the store for a refund.
  
  We again apologize as well as thank **. ***** for allowing us the opportunity to address his concerns.
  
  Regards
   
  Robin S********
  Customer Experience Supervisor

  Customer Answer

  Date: 02/26/2023

  [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:01/13/2023

  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.

  My car was running sluggish and the brake and car battery light was on. I brought my car to Pepboys & was greeted by **** who introduced himself as the store manager. He told me that my car needed a new alternator & that will fix the problem & he said it will take 3 hours. I came bk to the store after I received a call that my car was running and ready for pick up. I then paid for the service and went out to my car to Unfortunately, I didn’t get that far bc the car started smoking and making a squeaking noise. **** went outside to look at the car and told me I have a bad alternator &now my belt was fried due to the alternator & he was going to replace both at no cost. Now he told me he will have to keep the car overnight & pick up a 2nd alternator. This was a huge inconvenience. The following day I go to get my car and immediately I tell **** my car is still making that sound and he said not worry about it and it will go away. Over the next couple days I called back and advised **** car making same noise and when my lights now come on automatically at night they flicker and it wasn’t doing that at first. I ended up having to bring my car to a ****** dealership for a diagnostic after **** turned me away from the shop only for my car to stop in the middle of traffic, I almost had a car wreck and could have died. My car wasn’t safe. I had to get 3tows, a new battery that hey recommended. They then said they will refund my alternator and refuse to refund my battery, tows expense and additional diagnostic. I want all of the $ bk. When I told the district manager I was going to report them to BBB then he said, now I’m not refunding you anything. The district manager name is ******* ************. He was very rude. **** also was very rude and cursed at me and hung up on me when I told him I took my car to Nissan for a 2nd opinion.

  

  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.

  ******************** was contacted, and a refund was issued.

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

  Regards,

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

  Customer Experience supervisor

   

   

• Initial Complaint

  Date:01/11/2023

  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 December 17, 2022, my husband took his 2021 vehicle in for an oil change. On December 22, 2022, he was driving and the check engine and check oil light came on and the car stalled. It was COMPLETELY out of oil. Manager was rude and tried telling me we hadn’t been into the shop in months. He finally finds the record and we bring the car in for another oil change. Because of this major error, I contacted pep boys on social media. I have send 22 emails. They keep telling me their “field leadership team” will reach out. I have heard nothing from anyone. Fast forward to January 9, 2023. My husband is driving my children and the car is not drivable and is again OUT of OIL. The car had to be towed to their inept shop. Again, filled up the oil. They are trying to blame *** for a faulty part. I called the *** dealer who confirmed there was no active recall on the vehicle. I called corporate today and spoke to a “director”. This was 1pm. He said he was going to call the shop for their side of the story. Still waiting for that call back. At first, I only wanted a refund. The manager wouldn’t give me the time of day. Now this dangerous event happened twice. They do not take accountability or communicate in any shape or form, I am at a total loss and don’t know where to turn. I want a refund, money for time and work lost due to not having a vehicle and I want this on record in case of an engine issue down the road.

  

  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.

  **************** was contacted and provided a refund.

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

  Regards,

  Robin S*******

  Customer Experience Supervisor

• Initial Complaint

  Date:01/09/2023

  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.

  11/28 $406.23 I went in to get 2 new 60kmi tires and alignment.2kmi later I went in to fix a flat on the new tire ( I bought flat fix). I was told I needed new tires , I explained that I just bought those from them and alignment about 4weeks prior. They said my tires are completely wasted and i need parts fixed,I told them why they didnt tell me when I brought it in, they said they needed a deeper inspection. The tech didnt rven have to remove the tire to tell me parts needed replacing.I asked what can be done and he said buy new tires.(nothin) I said I would take it to small claims, they said ok.I filed a complaint with pep boys Ref# ****** formal complaints spoke with **********, never received an reply.I took to shop and got a list and cost of repairs total $1,170 not including new tires and a new alignment.Can you help please Thank you **************************

  

  Business Response

  Date: 03/06/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.
  
  after investigating, we found that we properly documented what needed to be done on the vehicle prior to service .I have attached out ECVI Inspection and all the things that we had found, that **************** had completed at another shop on 1/12/2023.  We are not at fault ,our findings are there, and the customer did not complete any other services with us.
  
  We again apologize as well as thank **************** for allowing us the opportunity to address his concerns,
  
  Regards.
  
  *********************
  Customer Experience Supervisor
  O: ************

  Customer Answer

  Date: 03/22/2023

  I am rejecting this response because: i never recieved service paid for , tires never aligned was never told that parts needed fixing before work could be done, put in danger from driving a unaligned car with balding tires.
  
  Thankyou
  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 03/29/2023

  Dear *** *****,

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

  *** ****** was contacted; he returned back to our facility and was 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: 04/29/2023

  [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 never refunded any money only asked for receipts and said they would pay for all repairs in have nit recieved any payment

  Thankyou
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/14/2023

  We are in receipt of the rebuttal sent to your office by *** ******. Unfortunately, *** ****** was not provided a refund after he returned. After an investigation,. we did not find any evidence that Pep Boys is responsible for any repairs needed to *** ******’s vehicle.
  
  We again apologize as well as thank *** ****** for allowing us the opportunity to address his concerns.
  
  ****
  *********** ************* *********
  
  ***** *****
  Customer Experience Supervisor

  Customer Answer

  Date: 06/16/2023

  [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 showed them all the repairs done after I went to them for an alignment and new tires, the tires were ruined because thier was no alignment I needed to do all the repairs and alignment elsewhere my life was put in danger by driving around in a car with bald tires and no alighment, the manager said he would pay for all the repairs a lie.
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 12th, 2020 i visited pepboys auto repair center at ***************************************Matthews, NC *********. During routine inspection techician found that my car rear brakes was not in good condition. He recomemnded to replace breake pads immediately buying standard brake package with lifetime warrenty. I agreed and paid $250.66 for the work order # *******. After 2 years last month i visited again for brake inspection, techician found that my car front and rear brake pads and routers are not in good condition. He told me to replace it both front and rear brake pads and routers.I told that i have a warrenty for brake pads but they were not agree for replacement because i have to replace rotors with payment of $943.49 for the service. I disagree for payment because too high amount. I requested just replace rear brake pads. But they were not agree. Warrenty not covered for my car. I reported to management several times(case# ******) but nobody responded, here i am requesting replace brake pads or refund the amount back.

  

  Business Response

  Date: 02/04/2023

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

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

  ************** had the original Work done on 03/12/2020 Invoice #******* Had Rear brake Pads And resurface rotors on the rear, he came back in on 12/28/2022 and needed front brake pads and front rotors, also rear pads and rear rotors replaced, because all was below manufacturers specs on all of it,and according to map guidelines the brakes have to be in proper working order in order for the brakes to be worked on. At that time the customer asked for us just to replace the brake pads in the rear only, and I told him we could not because of the safety of the vehicle. he said he did not want to do it and got upset because we did not do what he asked. then left and got what he wanted somewhere else. and then asking for all his money back from the 2020 invoice.  I offered him a refund for his brake pads and to return our brake pads he had changed per my Area Director. he said he threw them away. We offered to refund his money for the brake pads only not the labor.  

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

  Regards,

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

  Customer Experience Supervisor 

  Customer Answer

  Date: 02/09/2023

  [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 are not responded properly as mentioned on this message. They asked me old brand pads that were replaced by new one. No body will keep old brake pads as it was dirty.If they are really interested to solve this matter they should have refund the brake pads price immediately. They never asked me like the way. I am not happy the way they are handling. Worst auto service center.
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 04/07/2023

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

  we are in receipt of the rebuttal sent to your office by **************. If ************** provides a receipt for the new replacement brake pads, we will refund him for the pads only, not labor. 

  Regards,

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

• Initial Complaint

  Date:01/05/2023

  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 about Pepboys Service: start date of communication Monday 2nd of January I took my 2022 ****** ***** to replace my driver side mirror. ******* whom service me gave me an estimate of $616.81 to replace the mirror, I thought was high. But, my wife told me to go through with it. ******* told me that he would have the part the next day (Tuesday 3rd) it was like a guarantee the way he spoke ( I even asked him: I get it fix tomorrow, right he said yeah tomorrow). Anyway, Tuesday comes and I haven’t heard nothing until I called at 12:00pm. He said something like it got busy and then told me he had to look something up and that he would call me back, (never did that day). Now it’s the 4th I haven’t heard anything from him, at all, I didn’t even call him that Wednesday. Now it’s the 5th Thursday, 12:00 pm I haven’t heard anything. So I just called and he said that he called me about 9:00am this morning (NOT: Point Blank: Lied). I been in my house all morning ( he has my house & my cell numbers), nothing came through. Now he said that the part was there and that I could come in today. I said that I would like to see the part before you put it on. Then he suggested that I could come in on Friday or Saturday, I said know I want to get it fix today. Then he said I call you back in about two (2) hours, I said okay and we both hung up. I had called another Pepboys and asked for an estimate they told me with ordering the mirror and putting it on was about $350.00.

  

  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.

  Response from the manager Spoke with the customer, the customer will be refunded for the total paid on the mirror on 02/17/2023 at 2:00 PM. The customer will be coming that day & asking for ***** or ***********

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

  Regards,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:01/05/2023

  Type:Order 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.

  feb28 th2022 I paid almost 2000 to get car fixed it broke down with same promblem 11-25-22 they charged me another almost 2000 to fix the same promblem and I paid for all kind of engine tests etc 3 weeks later 12-19-22 ] it breaks down with the same promblem they kept car 10 days promised it was fixed 12-29-22 I get it back again 2 Days later 12-31-22 2 days later it breaks down same promblem in middle of street had to be towed back to shop for the same promblem this is the forth tow for the same promblem iam a senior who can't walk well so I need my car he told me a part I paid over 400 dollars for was defected thats why the car cut off but I paid for engine tests if that was the case they should of seen it when they kept my car 10 days these people have abused me as a senior took all my money and have charged me for things they never did so now I had to rent a car to get meds food etc because they never fixed it I want my money back by this car going dead in busy intersection I have almost been hit 3 times the police had to get involved it has ruin my life because I recently had a stroke I paid them almost 4000 to fix the same promblem the car has been there 4 times and its still broken this is FRAUD AND ELDER ABUSE please help me

  

  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.

  ******************** brought her vehicle back; we had the vehicle fix and is running fine.

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

  Regards,

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

  Customer Experience Supervisor