Important information
- Customer Complaint:Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 10 complaints handled through our conciliation process.
Complaints
This profile includes complaints for Pep Boys's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,588 total complaints in the last 3 years.
- 550 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/24/2022
Type: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 had my car towed on Thursday July 21,2022 to pep boys that's located at ******************** Dacula, GA ********. They called me Saturday July 23,2022 to go pick it up the ****** when I arrived I when in got my invoice which according to them they charge me for a charging system jumpstart my car which cost me $14.39 and a battery insulation packet that was$13.49 you complete coolant change $89.45 a new battery it costed $159.60 removal and replacement of a radiator a $244.99 waste antifreeze disposal/recycling cost $1.60 and the lower radiator coolant hose a $28.99went outside to leave... The ****** cranks but won't run and they had to push back into the shop and did nothing to it and called me again 5 minutes later saying it ready.. they told me that it was out of gas and they got it to run when they put gas in it... Well if there's gas in it why isn't the ****** on the road is still sitting in their parking lot
Business Response
Date: 08/26/2022
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 with no power, key stuck in the ignition and radiator needed replacement. We replaced the battery and radiator; the vehicle was test driven. We contacted the customer, and the vehicle was picked up. The customer came in and stated the car would noy start, that's when we noticed the fuel empty, added fuel and the vehicle started. Customer picked up the vehicle.
We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns.Robin S********
Customer Experience SupervisorInitial Complaint
Date:07/20/2022
Type: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 07/08/22 I got my brakes and rotors replaced by Pepboys, the location and 61st and Western. Yesterday I was on the *** expressway when my car suddenly started slowing down, I exited the expressway immediately and my car started making an extremely loud screeching noise. After finally being able to stop I realized my rear passenger tire was locked and the brake pad had fell off. It has only been 10 days, I find this unacceptable. I called Pepboys right after it happened which was between 12:45 and 1PM. They agreed to pay for a tow and all repairs and initially told me that my tow would arrive in 15 minutes, however it didn’t arrive until nearly 7PM which is 6 hours from when I called. After my car was finally towed they promised me that my car would be fixed first thing in the morning, because I have to work at 11AM, I just called and they are saying it is 3 cars ahead of me. When I asked for my car to be fixed first they refused and told me that if I couldn’t wait I could come get my vehicle. Pepboys has been extremely unprofessional, and I deserve to be compensated for all my troubles. It was 87 degrees yesterday and I ended up paying for a Lyft to get home instead of waiting in a hot car for six hours, attached are pictures of time frames and my brakes.Business Response
Date: 08/26/2022
We are in receipt of the compliant send to your office by **************. We apologize for any inconvenience ************** may have experienced at our facility.
************** did return, and we replaced the bearings at no cost.
We again apologize as well as thank ************** for allowing us the opportunity to address her concerns.
Robin S*******
Customer Experience SupervisorInitial Complaint
Date:07/19/2022
Type: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 Sunday July 10, 2020 our family had our ***** ******* serviced for an oil change at the Lagrange, Georgia store. Within a few minutes of lifting the car, my husband heard a loud sound and saw that our van had falling 6-12 inches to hit the ground during the oil change. The store wrote up an incident report and acknowledged that a there had been physical damage to the vehicle as a result. As it was Sunday we were unable to take it to a mechanic to get a full inspection. The following several error messages begin displaying in the car. After having the dealership anaylaize the errors they determined the computer sensor had been damaged as a result of a "jar." I contacted the store today to talk though what they needed paperwork wise in order to take the next steps in getting the van fixed and was was met with a very defensive and non professional conversations addiment this was not their fault. We have the incident report as well as the dealership's mechanical report and will be moving forward with the next steps to hopefully resolve this issue I look forward to hearing back from.your company soon in hopes this can be resolved quickly. Thank youBusiness Response
Date: 08/04/2022
Dear *** *****,
We are in receipt of the complaint sent to your office by *** ******. We apologize for any inconvenience *** ****** my have experienced at our facility.
A claim#*********** has been opened under ****** ****** and will be address/investigated by our claims team.
Regards,
Robin S****
Customer Experience Supervisor
Customer Answer
Date: 08/08/2022
[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 unclear of the exactly what this response means as far as actions to correct.I was contacted by the company, but it has not been communicated on exactly what the next steps will be from them. I have provided all the requested documentation to them and am waiting a response on what their plan is. Once this has been communicated I can "agree" with this response on BBB.
Regards,
******** ******Initial Complaint
Date:07/13/2022
Type: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 June 24, 2022 I had my truck towed to Pepboys to get it services & I was told by an employee that I would receive a call after it was inspected but I never received that call... on June 29th I called them asking the status of my car and was told the issues and the cost of the services and denied the service and told them I would be there to pick up my car as I would not be leaving my truck there for services. I picked up the car on the 29th at approximately 6:30pm & paid the diagnostics fee and drove off. When I got home, I parked my car and realized there was a deep large scratch on the side of the passenger side. I immediately drove back to Pep Boys & attempted to speak to a manager but the store was closed. There was an employee outside & I asked her if she would please have a manger come talk to me & she got on the phone & told me to wait by the gate & drove off. I have tried several times to attempt to speak to the manager (Ben) of the store. I was told that he would be calling me and to date I have not heard anything even with my multiple attempts to speak to a manger. I put my trust with this business and instead of trying to resolve this issue I am not getting any type of resolution nor anyone willing to talk to me. The employee names I got were Julio & Jose.Business Response
Date: 08/23/2022
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 investigate/review the CCTV and did not find any evidence of the vehicle being scratched while in our facility.
We again apologize as well as thank *** ***** for allowing us the opportunity to address his concerns.
Robin S****
Customer Experience Supervisor
O: ###-###-####
1 Presidential BLVD
Bala CynwyCustomer Answer
Date: 08/23/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: my truck was indeed in fact vandalized at the Pepboys shop. My police report was taken the same day and I tried multiple times to get this issue resolved at the current time when it occurred. The store employees and managers have been avoiding me and my calls since the beginning which doesn't make sense if the damage was not caused at their store. I asked to view the video footage and was told the camera did not face the way my truck was at. I do not believe this to be true, because as a prestige business I am 100% sure for the safety of its employees and for its business front itself it is well recorded to protect all parties involved.I entrusted my truck in the hands of Pepboys a place of business and I am seeking they be held accountable and responsible for the damages of my truck since my truck was left in their care, and as a business you are under the circumstances to ensure the safety of vehicles left in its possession.
I am requesting a review of the video footage to prove that in fact my truck was vandalized (scratched) at the place of business, & while in their possession and for Pepboys to be held accountable for the damages of my truck and fix what was damaged while in their possession.
Regards,
******** *****Initial Complaint
Date:07/12/2022
Type: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.
We purchased new tires at the Joliet location. Tire exploded due to poor alignment. Took car back and no one would help us. Told to call customer service. We’ve reached out a dozen times to customer service and then keep saying someone will contact us. It’s been two weeks. No one will even speak to us. Tire manufacturer said they wouldn’t cover the tires because it’s due to a bad alignment. Joliet Illinois store told us there’s nothing they can do to help us even though the work was done there. Case ****** was opened but no one will call us.Business Response
Date: 08/10/2022
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 advised that the alignment warranty was expired, but that they would work with her. ******************** was upset and did not have our facility inspect the vehicle. The manager has tried several times to reach **. ******** but has not received a call back.
We again apologize as well as thank ******************** for allowing us the opportunity to address her concerns.
Regards,
Robin S*******Initial Complaint
Date:06/24/2022
Type: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.
At 9:30 am on May 15, 2022, my car tire was about to be inflated by pep boys, but it was hit by a worker who was driving the car to reverse. The store manager promised that pep boys would pay me to repair the car and rent a car for me. It's been a month now and things haven't been resolved. Pep boys recently proposed total loss. They are willing to pay 6050 dallors, but the market price of the same **** *****, such as ******, is more than 10,000. According to their request, I provided pictures and links, but they actually said that this is Tennessee and other surrounding states. price, do not approve, ask me to provide Georgia price again. Such delay has brought great inconvenience to my work and life. Please BBB help me get fair compensation as soon as possibleBusiness Response
Date: 07/27/2022
We are in receipt of the complaint sent to your office by ************. ************ was assisted by our claims team. The claim has been paid and closed.
We apologize as well as thank ************ for allowing us to address his concerns.
Regards,
Description automatically generated
Robin S********
Customer Experience Supervisor
O: ************
One Presidential Boulevard Bala Cynwyd, PA 19004Initial Complaint
Date:06/23/2022
Type: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 May 24, 2022 I went to Pep Boys and got 2 new tires along with an oil change. At the time the mechanics used my tire locks to remove my tires and replace with new ones. The job was complete and I left. On June 23 I went to get my inspection and was told by the mechanic the tire locks were not in the glove compartment. Pep Boys was the only ones to use my locks last and kept them instead of returning my property. I called Pep Boys upset and let the manager know that my locks were never returned. He explained it had been 2 months (it hadn’t even been one month) and that they had nothing and I couldn’t prove they had it. He told me not to come to his business with my attitude or he would ask me to leave. I had no choice but to reach out to you all to request my locks or Money towards new ones. It cost $67 plus tax for new locks and a key. I was never able to get my car inspected and now I’m forced to get my car inspected late on top of purchasing new locks for my tires. Please see that this business is held accountable for lack of professionalism as well as not returning my property.Business Response
Date: 07/27/2022
We are in receipt of the complaint sent to your location by ******************. We apologize for any inconvenience ****************** may have experienced at our facility and to your office for the delay in our response.
****************** was contacted and provided a refund.
We again apologize as well as thank ****************** for allowing us the opportunity to address her concerns
Regards,
*********************Customer Answer
Date: 07/27/2022
[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:06/18/2022
Type: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 have a 2011 ***** that had a rear deferential go bad. It was covered by a warranty I purchased at the dealership. I took it to Pep Boys to have it repaired, and asked about getting a rental since my car would be out of commission for a few days. They said the warranty company provides rentals. I called the warranty company who told me that it was the responsibility of Pep Boys to provide the rental. After calling Pep Boys, I was told to contact corporate as they don't have the leverage to provide rentals. Frustrated, I gave up on the rental. In the meantime, it took almost a week for the approval of the repair. I called Pep Boys to figure out the reason behind the wait, and they informed me that they were waiting on an approval from the warranty company. The warranty company said they had emailed the approval a few days prior. I called Pep Boys to tell them to check the managers email, which went unopened for several days. The first deferential repair by Pep Boys only lasted for a couple of weeks before it went bad. I returned the truck to Pep Boys. Since it was an inconvenience and the second time needing a repair, I asked corporate for a rental. They declined my request. Even more frustrated, I filed a complaint, was informed me that they would follow up, which never happened. The 2nd new deferential needed to be repaired, so I called to set an appointment to turn the truck in for the 3rd time on 6/9. I had not heard anything back by Sunday, 6/12 so I called and was informed that the tech started the inspection Saturday and would finish the inspection on Monday. After not receiving a phone call, I called Wednesday, 6/15/22, was told that I should have been contacted on Monday, 6/13/22, that the mechanic was out of the shop for two weeks due to a family emergency and there was no other mechanic. There was no communication regarding this, so I filed another complaint with corporate. I am still waiting for a response from the leadership team.Business Response
Date: 06/29/2022
Dear **************,
We are in receipt of the complaint sent to your office by **************. We apologize for any inconvenience ************** may have experienced at our facility.
************** has picked up his vehicle with no issues. Vehicle had no issues when picked up.
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: 07/02/2022
[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:Though they said nothing was wrong with my truck, it is still vibrating on both acceleration and deceleration, along with grinding when I turn the wheels. On top of that, they did not mention anything about the lack of communication on their end when it came to keeping me up to day while they had my truck for two weeks, let alone compensation for me being inconvenienced for their habitual trifling service. Once again every form of communication that was established was initiated by me, (including finding out the service tech was on vacation for two weeks, when I went up to the store to see the prognosis on my truck) other than the phone call made to me that I can come pick my truck up because they couldn't find an issue with it.
Regards,
***********************Business Response
Date: 08/03/2022
We are in receipt of the rebuttal sent to your office by ************** We again apologize; however, our prior response stands firm.
Robin S********
Customer Experience SupervisorInitial Complaint
Date:06/17/2022
Type: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 numerous occasions, Mr. Paul B******* has failed to be present at his place of employment to answer my request for information regarding a refund that has not happened for one of my *******, *************************. The transaction occurred on Feb 12, 2022 (per the attached receipt) for a total of $750.71. The U.S. General Services Administration has already paid Pep Boys this amount, however, Pep Boys has failed to refund **************** the amount he originally paid. Due to the length of time it has taken to resolve this matter, ****************'s finances have become adversely affected. Any help in resolving this matter would be much appreciated.Business Response
Date: 08/26/2022
We are in receipt of the complaint sent to your office by ****************. We apologize for the delay in our response. A check is in process for **************** and will go out on Monday 29th to *********************
**** *******************************. Apt # * Yuma Arizona *****
We again apologize as well as thank **. ****** for allowing us the opportunity to address his concerns.
Robin S*******
Customer Experience SupervisorCustomer Answer
Date: 08/31/2022
[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. *************** has received his refund for the full amount.
Regards,
*************************Initial Complaint
Date:06/14/2022
Type: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 date of the original transaction was 06/14/2022. I agreed to pay $651 for a new starter because I was told that that was the issue with my car. I was told on Tuesday, June 7th, 2022, that the service would take 25 minutes and my car was kept in the business’s possession for 4 days. The business was constantly dishonest throughout the duration of the service. Shortly after paying the $651 and picking up my car, the car completely dies; The engine dies, the starter dies…the car will not move… after I paid the better half of $1000 to fix the issue. After I picked it up, I had all kinds of problems that were not there before. The business to my money and did not fix the problem, meaning they were paid to basically make my problem worse. I would not recommend this service to anyone I know. I’ve reached out to the business several times and they are unwilling to refund my money or even speak to me about a resolution; to actually fix the problem that I paid them to fix. The case number is: ****** I’m submitting a complaint because my desired resolution is to have the business refund me the money they took from me and yet completely broke my car, and to have contact with the business.Business Response
Date: 06/29/2022
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 cannot just provide a refund for a repair without seeing/inspecting the vehicle and confirming any issues with the repairs we performed. We will need to see the vehicle before a resolution can be provided.
We again apologize as well as thank **. **** for allowing us the opportunity to address her concerns.
Regards,
Robin S******
Customer Experience Supervisor
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