ComplaintsforPep Boys

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi,I was at Pep Boys (Annndale, VA) on Sept. 19th replacings stems (come with tpms sensors) and do alignment for my ***** ***** 2013. They told me the estimated total is $210. I was okay with that . Then, they tried to replace the stems but also accidently broke my 2 tpms sensors (both driver side). Without letting me know ahead, they replaced it with 2 regular stems (without sensors) - still charging me for it - and tell me I should get the tpms sensor ones myself and come back for them to replace it. Also, Pep Boys left all white glue on my tires and messed my white car with oil marks. Isn't it a usual thing Pep Boys always do to customers? And doesn't replace tpms sensor stems with the ones without sensor illegal? And without completing my order, charging me $221.17???? (estimated total was $210).Today, Sept. 27th I came to give them the 2 tpms sensors. As soon as I come, they said they do not have a program tool to install the tpms sensors for me. I said when they will have it. They said "a few week". How long is 'a few week'??? I do not have time and almost gave up - I just want them to be installed and they said okay. They said the service will be done at 12 and waited until 1pm, so I called them - it was ready - but they did not call me or notice me on the website tracker. At 1pm, I took my car to drive for 3-4 miles. Guess what, my TPMS light did not go off but my LF tire went super flat. I came back and they said 'sorry', they did not seal it well and give them few minutes to fix. The whole experience - my first time and last time at Pep Boys - were just horrible. I don't know about other Pep Boys, but this Pep Boys made me assume that Pep Boys are super unprofessional and never want to be back again! Feel free to contact me for receipts, the white glue they left on my tires and the TPMS light is still ON!

  

  Business response

  10/30/2023

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

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

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

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

  Regards,

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

  Customer Service Supervisor

  Customer response

  10/30/2023

  [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

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed to this location after it was located by *** from ******** **** ******. Pep Boys is one of the auto businesses that is on the ********** list. I was first told that they had t get the ok from ********* then I was told they had to wait for the parts. I have been without my car since July 3, 2023. I need my car. I am worried and afraid. I don't know why they saying they are waiting for the parts, when *** checks and the parts were never ordered.

  

  Business response

  09/25/2023

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

  We are in receipt of the complaint sent to your office by ******************. To further assist ******************, we will need the Pep Boys location ****************** visited. 

  Regards,

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

  Customer Experience Supervisor 

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to get service at the Pep Boys Broomall location. It was serviced in February 2023 when my front brakes were replaced. I was traveling east and hit a pothole. After hitting the pothole, days later I noticed a sound. The sound was coming from the front right brakes. I took it to ******* auto shop in King of Prussia and was advised that the right brake bolts were not attached and my hitting a pothole caused the noise I was hearing. ******* asked if I had my brakes replaced and I said yes. I got them replaced by Pep Boys. ******* further advised that Pep Boys either did not secure the bolts correctly or they were never put on. There were no underneath carriages. I contacted Pep Boys and communicated with ****. He was nice and explained to me that Pep Boys would not fix it or pay for the damages because the brakes were placed in February and the incident happened in July. ******* took pictures of the brakes' missing bolts. Pep Boys need to reimburse me for out of pocket expense due to their negligence.

  

  Business response

  09/18/2023

  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 manager entered claim *********** to assist with ***************

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

  Regards,

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

  Customer Experience Supervisor 

• 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 

*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. ↩