ComplaintsforPep Boys

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my newly purchased vehicle to have new brakes installed, Manager, ***** reported that I did not need new brakes however reported that I needed additional repairs on my tire arm. I trusted their advice and paid for all repairs recommended however drove out of parking lot and check engine came on for the first time since purchasing vehicle. Pulled back into the lot and the manager reported the technician made an error, he attempted to repair and told me the light was just going to stay on. After attempting to drive home the car was stalling and making noise. I drove to another car repair shop for a review and was told it was damaged during the repair at pep boys. When I attempted to contact pep boys I was told they had nothing to do with it and refused to help. ***** told me I could file a complaint but once he receives it he would still not be able to help and refused to provide the contact information for the regional manager.

  

  Business response

  09/19/2023

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** way have experienced at our facility.
  
  There is a new Service Manager (*****) that is trying to contact ******************. We ask that ****************** contact ***** at her earliest convenience.
  
  We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns.
  
  *********************
  
  Customer Experience Supervisor

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/29/2023

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

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

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

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/24/2023

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

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

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

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

  Regards,

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

  Customer experience Superisor 

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/18/2023

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

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

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

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/04/2023

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

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

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

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

  Regards,

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

  Customer experience supervisor

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/04/2023

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

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

  **************** was contacted by the Area director and provided a refund.

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

  Regards,

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

  Customer Experience Supervisor 

  Customer response

  08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I do not think the company understands what the ordeal I went through was. I would like to have some kind of research done to find out why I was treated so poorly by the call center.

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

  Thank you,
  ****

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  

  Business response

  08/03/2023

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

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

  **************** was provided a refund.

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/13/2023

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

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

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

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

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/24/2023

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

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

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

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

  Regards,

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

  Customer experience Supervisor 

• Initial Complaint

  06/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  07/06/2023

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

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

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

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

  Regards,

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

  Customer experience Supervisor 

  Customer response

  08/07/2023

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

  Customer response

  08/08/2023

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

  

  Business response

  08/15/2023

  Dear *** *****.

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

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

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

  Regards,

  ***** *****

  Customer Experience Supervisor 

*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. ↩