Complaints

This profile includes complaints for Pep Boys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pep Boys

  1 Presidential Blvd Ste 4 Bala Cynwyd, PA 19004-1017

  
• 

  Pep Boys

  274 Amherst St Nashua, NH 03063-1704

• 

  Pep Boys

  524 S Broadway Salem, NH 03079-4438

• 

  The Pep Boys -Manny, Moe, Jack

  4204 Route 9 Howell, NJ 07731

• 

  The Pep Boys -Manny, Moe, Jack

  Route 18 & Hope Street East Brunswick, NJ 08816

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:01/03/2023

  Type:Customer Service 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.

  The main nature of my dispute is that this establishment, Pep Boys Store #***, put auto parts onto my car that were never discussed or authorized by me; And when I asked the Pep Boys representative to please take off any of the parts that were never discussed or authorized by me, the representative said that if I do that then the bill is going to cost even more than it would to just pay for the parts and work they did, and accept the car as is; As they would have to change the labor charge from $138 to $1,120 for taking the parts off. Essentially, forcing me to accept the parts and work they did, or getting charged through the roof for the labor to take the parts off. With this being said, I feel I was being exploited and taken advantage of in the situation, as I never agreed or consented to the parts they put on my car, and also don't believe I should have to pay to get parts taken off of my car that I never asked or consented to have put on in the first place. This is my main dispute, but have more I would like to address and elaborate on upon further communication.Thank you for your time and consideration, and I hope you are all having a nice Holiday season.Very Respectfully,************************* ************************* ************

  

  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 towed in. We did an inspection. Car was not drivable, passenger side spindle, lower control arms and front right strut all broken/bent/damaged. Was unable to find spindle and customer said he would be providing parts. He brought us rear shocks, front lower control arms, front struts (that were wrong), and spindle. Wanted us to replace everything. Work was done and we found out that the struts were not complete. We talked to the customer and ordered the parts  from *''******. When the customer came to pick up the vehicle, he said that he didn't authorize the parts we used and wanted everything to be taken off. We explained that if we do double the labor, we have to charge double the parts especially since he authorized it. Before we did the strut on the driver side (that was undamaged) I called and left a message to make sure he wanted it done. He called back and approved it, part was ordered, installed. When the customer came to pick it up and talked to he advisor he said he did not approve anything, customer did not want to pay for the service or parts. He didn't want the parts we used on the vehicle. If we had to take them back off the vehicle he would have to pay extra labor to have it redone. We comped labor on it, lowered the price of parts and he paid $800 from a $2000 ticket.

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

  Regards,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:12/30/2022

  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 12/29/22 I ** ********************* arrived to the Pep Boys store located at ****************** Hempstead N.Y  to purchase 4 tires at the advertise price that it show on line $79.98. the online Ad do not reflect the tires being out of stock or any other stipulations. as I am speaking to a sales associate he stated that his store do not have them in stock and advised me to call the 1800 pep Boys to see if they can locate them for me. I proceeded to leave the store to go to my cart call the number. I was given a complaint number ******. twenty minutes later I received a call from the store I just left telling me again they do not have the tires, I proceeded to explain that I was just in there and was told that, you guys are giving me the run around and are very unprofessional and are presenting "False Advertisements". I requested a compromise because of the False advertisement at which the online price is honored for that branding size tire. I was told its nothing they can do. I requested they take the online advertisement down so no one else will have to go through what I have experienced with their business.

  

  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 did contact ************** and advised her that if she would like to come in, he would do his best to accommodate ************** with another set of tires.

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

  Regards,

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

• Initial Complaint

  Date:12/30/2022

  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 vehicle arrived at Pep Boys on 12/16/22 and the vehicle was not inspected until 12/21. During the time it was communicated that they did not have the technician to properly assess the vehicle nor were they familiar with the mechanics of the vehicle. They told me that they would put in a claim with my car warranty company to replace the radiator and gaskets. I wanted several days and they kept saying that they were waiting on a return call from the car warranty company. I contacted the car warranty company on 12/27/22 and they said that they never received a call or claim from Pep Boys. The claim was initiated because I called the car warranty company to initiate the claim. The car warranty company approved for the radiator to be replaced but the service advisor said that they were not going to be able to replace the radiator. When I asked why he said that I had to speak wit the service manager on Friday. This is unacceptable, they have had my car since 12/16/22 and never filed the claim. Now they are refusing to complete the work telling me that I need to have it towed to another shop to be repaired. I would like for them to replace the radiator and I will have the work completed at another shop.

  

  Business Response

  Date: 01/17/2023

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

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

  It was explained to **. **** that replacing the radiator was not going to fix the issue. The vehicle was driven while overheating and has other issues.

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

  Regards,

  Robin S*********

  Customer Experience Supvisor

• Initial Complaint

  Date:12/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my truck there to be repaired they put it in the machine told me what was wrong with it and how much it was going to be and when it would be ready. Called on the day it was suppose to be ready they say a part didn’t come on called back the next day still was not ready called aging the third day told me they didn’t have any idea about my truck cause the manager was off and so was the technician called the next day no one answered the phone called on Saturday Christmas Eve the manager told me that he was out text driving the truck could come and pick it up get there to get my truck it will not start told me the truck had more issues and I asked why wasn’t I called and told that so I told them just to give me my keys and they would not after they had gotten paid 1,200 dollars when I told them I was calling the police he got real upset told me he don’t talk to women cause women in his country or to be seen and not heard police came told him to give me my keys and to start my truck they had taken the part off so I could pay them again for the problem they messed up from trying to fix the first problem and then the manager told me that he put the old parts back in my truck cause that was not the problem and still charged me for them and he hen said I would have to pay for it to be put on the machine again and find what the problem was when he already had told me what it was after he said the machine said it was the problem he say he fixed bit did not and put the old parts back on my car called customer service and they were no help told me that I would have to talk to area manager bit no one would give me his name or number so I paid 1,200 for nothing and my truck still isn’t working and o can’t even get a refund

  

  Business Response

  Date: 02/07/2023

  We are in receipt of the complaint sent to your office by **. ****** We apologize for any inconvenience **************** may have experienced at our facility.
  
  On January 17, 2023, **************** return to our facility where our Master Tech inspected the vehicle and found nothing wrong with the vehicle or the services that were provided. 
  
  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:12/19/2022

  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 take my car to pep boys on 12/03/22 at 10:00 am for a brake inspection next thing the service manager Jesus a***** tells me I need new front rotors and back drum rotors including brakes because the rotors are cracked and that it will cost me $425 for the front and back. The service manager did not tell me that it will be $425 a piece for the replacement of new front rotors and back drum rotors including the brakes. It took the mechanic over 5 hours to finish the service manager over charge me $950 dollar's. I was in the waiting room and would go outside to check on my car in the work shop and I wouldn't even see the mechanic working on my car. The service manager did not explain to me about pricing he spits out a number to see if it sticks I was furious. I was not being treated respectfully when arrived I asked the service manager if I can use the restroom he tells me the restrooms are out of service and I had to walk half a mile down the street to use a restroom at Walgreens I did not see any pep boys workers leave the work site to go use the restroom somewhere else.

  

  Business Response

  Date: 02/06/2023

  We are in receipt of the complaint sent to your office by *** ***. We apologize for any inconvenience *** *** may have experienced at our facility.
  
  *** *** approved the repairs that we rendered. He was offered $40.00 off the front and back totaling $80.00 and a free oil change. *** *** declined the offer.
  
  At the time *** *** was visiting this location, was under construction and the customer’s bathrooms were out of service. We do not have another bathroom that would be safe for the customer to use due to the equipment in the shop.
  
  We again apologize as well thank *** *** for allowing us the opportunity to address his concerns. 
  
  Robin S****
  
  Customer Experience Supervisor

  Customer Answer

  Date: 02/06/2023

  [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: no offers of $40.00 were given to me from pep boys that is a false statement 
  
  
  Regards,
  
  
  
  ******* ***
  

• Initial Complaint

  Date:12/13/2022

  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.

  11/27/2022 I called this location for the sale they had for tires. I was told they had inventory for me and to come down. When I arrived there was 1 customer in line ahead of me and I heard the store emp tell him that they cannot purchase tires online and p/u in store due to fraud and the client seemed really upset and said it should say that online, the emp just stated its above his pay and dismissed the client. When I get up to the counter the emp recalls speaking w/ me and says he will check physically if he has the tires as prior he just looked on the computer. He comes back and says he doesn't have them but the computer says he does so he will need me to come back tomorrow when he gets them. When I come back the next day I am told I have to pay for road hazard and alignment but I didn't want the R/H but was told its req. I called corp to ask for a refund as it doesn't say I had to buy R/H if buying in store and they said they didnt have to put that as a rule and that if the store wants to refund it they will have to make the choice and not corp. I exp that online doesn't allow tired delivered to a address and the Emp said they no longer do in store P/U due to fraud so the only option was the buy in store so I didnt see how it was fair to give a coupon for online only and not honor it in any circumstance when it can't be used online. When this was brought up to the store owner he was very rude and said he will do nothing and chuckled as I exp. what happen when I tried to come when I called. he stated corp doesn't know what they are talking about and that he cannot refund the R/H. This location offered nothing for repeat trips I had to use Uber to get to and from work due to them having me come back and only ask for the sale it shows online since I can't get that sale online due to their own rules. I was also told to sign a est. that didnt include the sale so I was un aware of how much I would actually be paying. I just want road hazard refunded...

  

  Business Response

  Date: 01/13/2023

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

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

  Regards,

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

  Customer Experience Supervisor 

  

  Business Response

  Date: 02/09/2023

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

  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility. ****************** was contacted and will return for a refund for the road hazard.

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

  Regards,

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

  Customer Experience Supervisor.

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service 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.

  Went to Pep Boys on 12-2-2022 to get brakes inspected. After inspection they called me & said various parts associated w/ rear brakes needed replacement; I gave OK to replace parts. Car was picked up later that day. Next day I drove car on freeway and when I got up to about 60 mph, the car started shaking noticeably. The car did not do this prior to the Pep Boys "repair". After stopping the car I noticed that the left rear tire was much warmer/hotter than the other ones. While driving it felt like the same tire was contributing to the shaking. I took the car back to Pep Boys on 12-6-2022. They said they checked things out & would not admit that the shaking had anything to do w/ the work they did. It is clear to me that the shaking is the result of something they did or didn't do properly.

  

  Business Response

  Date: 01/13/2023

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

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

  Regards,

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

  Customer Experience Supervisor

• Initial Complaint

  Date:12/09/2022

  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.

  I went into the store to purchase a car phone holder/ dash mounting device. I spoke with a man named Mike grudgingly confessed as to being a manager of the store who was unprofessional as well as rude when asked about the phone holder. Mike suggested I go to **** *** had I wanted something of more quality. That wasn't my question to Mike. Inadditon to his unprofessional attitude toward me I waited nearly 15 mins to be serviced in just someone to reach over the counter as I looked over the different selections available of phone holders. Mike became very Irritatedas to the questions I had in asking about the intended purchase. Mike also said that there wasn't any return nore refunds on the intended purchase. Where as there isn't any signs nore notifications in or around the store making a buyer aware of the buy at your own risk no final sale on the Receipt just simply a no return no refund. When question about this Mike said to me you keep asking me the same question where done here. So I asked if this box is sealed and I open it and all the components aren't present why wouldn't I be able to return or have my money refunded? Mike stated that was the policy of pep boys but it doesn't state this under the return policy or refund policy. Mike became even more Agitated as I pulled out my phone to record such unprofessional and rude customer service especially from a manager that he went to the back of the store and sent forth another man who also claimed to be a manager going by the name Rick except he had the Appearance of one of the Mechanics neither were wearing name tags truly Identifying themselves in the event they hadn't truly been managers. After all the conversation Mike with a continued unprofessional response told me I could bring the item back and exchange it to silence my concerns even though the Receipt has no refund / no return. I'm unsatisfied with and displeased with the service rendered by not one but two Supposingly manager who both unprofessional

  

  Business Response

  Date: 01/13/2023

  Dear *** *****,

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

  Our parts side of the business is owned and operated by Auto Plus. We do however still share the building and it's at times confusing to the customer. We do apologize and will send this complaint to Upper management to make contact with *** ************.

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

  Regards,

  Robin S****

  Customer Experience Supervisor 

  Customer Answer

  Date: 01/17/2023

  [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:
  
  
  
  
  
  Regards,
  
  
  
  ***** ************
  
  
  
  I did not purchase any auto  parts. the item I purchased being a phone mount holder.if that Accessorie is apart of the parts department where as all sales being final that needs to be clearly stated and visible within the store and labeled on the receipt. given the customer a choice as to weather to purchase any item under the conditions of being final sale with no return or exchange neither refund. Simply just telling a customer there isn't any exchange or refund is unprofessional. What happens if the item purchased happens to be defective out the box. Even in those cases there is even a mark down discount still made known the item has some defects then if purchased by a customer the sale would be made known to the customer of a final sale. That was not my case. Again my issue is the information presented to me as a paying customer after the item was purchased then the concern was addressed rudly by the other parties that you share the building with. Yes it is  very confusing for a customer like.myself and the response given represents which company the auto parts? Or the pepboy?  If all sales are final this needs to be in writing for customer like myself to see  before anything is purchased not after something is brought most people pay little to no attention to a receipt when purchasing small Accessories for the car fact of the matter brand new items are know to be out the box defective the option to return shouldn't be disputed if you have the receipt with in the alloted time frame and it's original packing. If this is an issue for your company then don't sell items you won't except returned back. There is always best buy up the road as the Manger from the pepboy/ or the auto parts side mentioned I wasn't able to Distinguish he was wearing the pepboys logo shirt. Just as he can advertise for best buy don't sell innyour store what you won't except back as a return for either a  defective product or simply being an unsatisfied customer with the making of the product best buy has this option being the manager felt the need to represent best buy return policies even though I purchased at what was thought to be pepboy.
  

• Initial Complaint

  Date:12/09/2022

  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 August of 2022 I went to pepboys due to a noise that my vehicle was making. The employee who took my information and Keys was ***** *, I informed him that the noise was coming from the front and that i beleived that it was a worn belt. The tech did a diagnostic of my vehicle, and assured me that the noise was coming from the tensioner, he said that it needed to be replaced. I asked him several times if he was certain, because the tensioners on my specific vehicle usually last the life of the vehicle. He assured me that the tensioner was my issue . and that replacing it would solve my problem with the noise. I left my vehicle with them , and received a call that evening stating that the repair was complete and i can come get my car. I drove off from the pepboys and immediately heard the same noise that was supposedly fixed. I pulled over and called ***** , to inform him that i still heard the noise, he told me to come back to the shop, but they were closing soon and i needed to get some sleep for work that night ,so we agreed that i would drop the car off after work in the morning, which i did.
  Shorn wasn't in that morning, they inspected the vehicle, and told me that the noise was coming from the brakes, but i knew that to be false because the breaks were nearly new, also breaks give a distinctive sound which was not what I was hearing. Not to mention the fact that I was assured that the noise was coming from the tensioner, and there was never mention of the breaks from the initial inspection done by the tech. The woman who Ispoke with was very rude , and when I asked for my money back she refused. I called their customer service line and they listened to my complaint but they never resolved my issue despite my constant calls. I took my vehicle to the ***** dealership, and the service advisor told me that my breaks were fine and that the noise was coming from the resonator. I deleted the resonators and the noise is gone. November 22 the tensioner snapped.

  

  Business Response

  Date: 02/01/2023

  We are in receipt of the complaint sent to your office by *** *******. We apologize for any inconvenience *** ******* may have experienced at our facility.
  
  We tried several times to reach *** ******* but was unsuccessful. We did however pull the service history and identified that we did not install brakes on *** *******’s vehicle.
  
  We again apologize as well as thank *** ******* for allowing us the opportunity to address his concerns. 
  
  Regards,
  
  ***** *****
  Customer Experience Supervisor

  Customer Answer

  Date: 02/01/2023

  [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 never stated in my complaint, that pep boys installed brakes on my vehicle . The nature of my complaint was that pep boys made an unnecessary repair to my vehicle that did not fix the concern for which I brought the vehicle to them for . The noice which I brought the vehicle in for was still very much present after the unnecessary repair done by pep boys. I contend that pep boys misdiagnosed my vehicle and failed to fix the problem for which I brought the vehicle in for . I never stated that pep boys repaired my brakes, after misdiagnosis of the issue by pep boys the technician stated that the noise must be coming from the brakes , which was also false. 
  
  
  Regards,
  
  
  
  ******** *******
  

  

  Business Response

  Date: 03/31/2023

  Dear *** *****,

  We are in receipt of the rebuttal sent to your office by *** *******. The customer had belt noise. Even came in saying he
  had belt noise. He left came back and we did tell him he had
  additional noise coming from the brakes.

  We again apologize, but our prior response stands firm.

  Regards,

  ***** *****

  Customer Experience Supervisor 

  Customer Answer

  Date: 05/08/2023

  [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 am uncertain where the disconnect is, but my reason for writing in the first place was because pep boys did a repair that was unnecessary and the initial noise that I had went there for was still present after the repair that pep boys did which was replacing the tensioner. I was the one that suggested that the noise was coming from a belt , but I am in no way ,shape or form a mechanic. In any case the fact still remains that I initially went to pep boys because of a noise that my vehicle was making and after pep boys diagnosed my vehicle I was told that the noise was coming from the tensioner ,which they replaced , and the noise was still present, when I returned my vehicle to pep boys the next morning I was told that the noise was coming from the brakes . Neither diagnostic was correct the noise was actually coming from the resanator, my brakes were fine also my tensioner should have never been replaced . Not to mention the tensioner that they replaced , snapped less than 4 months after they replaced it which caused a whole other problem by snapping my alternator belt. 

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

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pep boys broke my engine cover during a routine oil change, and despite me calling the 800 number for the past several months requesting a resolution, regional management has not called me to resolve. I have simply requested a replacement part and refund of the service.

  

  Business Response

  Date: 01/06/2023

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

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

  According to the store case notes, ************ 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