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.
If you've experienced an issue
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:06/12/2022
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.
Today I went to the Pep Boys located at ******************************, San Antonio, TX ******** to have my truck tires replaced. I had requested the same size tire replace the old tires (as I explained to the sales rep the 'look' and 'style' of the tires was important to me). Instead of replacing with the same sized tire (or something close to) they replace with much smaller tires, which is not the look I wanted. When I saw the tires they installed, I immediately asked that they take them off and put on my old tires because the tires they put on where not correct. The manager, ********** refused to take off the new tires and demanded payment before they would release my truck back to me. (I need my truck for work and family needs).I would either like a refund on my purchase price of $1,741.18 or (preferably) the correct tires installed.
Business Response
Date: 06/17/2022
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 contacted and advised that the correct tires were ordered and he will contacted as soon as they come in.
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: 06/28/2022
[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:06/12/2022
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.
I went to pep boys and had them put on 4 new tires and they did a alignment and 6 mouths later the back tires are completely bald I went to back the the manager said they’re nothing he can do or will do I need you help to fix this I spent over $700 fixing the ********** and it’s not rightBusiness Response
Date: 06/29/2022
Dear **************,
We are in receipt of the complaint sent to your office by ********************. To further assist Mr. ******** with his concerns, we will need the Pep Boys store location he visited.
Regards,
Robin S********
Customer Experience Supervisor
Customer Answer
Date: 10/15/2022
[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 can’t drive the vehicle at this time all I want is my money back that I gave them to”fix it” $685 I will go get it fixed somewhere else thanks
Regards,
***** ********Business Response
Date: 10/21/2022
Dear *** *****,
We are in receipt of the rebuttal sent to your office by *** ********. We again apologize; however, our prior response stands firm.
Regards,
Robin S****
Customer Experience Supervisor
Initial Complaint
Date:06/02/2022
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.
Here are the facts: On Sunday (May 15), I drove my **** ******** to Pep Boys in Broadview, IL, for a routine oil change without problems or incident (after Pep Boys had canceled on me twice). The vehicle had no steering issues. The mechanic drove the ******** onto the lift. After about 10-20min I was informed that the right front tire rod was broken. I then went to see myself, as the oil was finishing being drained (that’s very important, according to my lawyer), I saw that the outer rod was completely off and detached from wheel, and looked manually manipulated, with the wheel at a very odd angle. It was clear the car was not only not drivable, but could not be moved. Thus, delivering it to another shop was impossible. I felt completely trapped. Since the incident happened in the Pep Boys shop while a mechanic was working on the ******** that was not related to the oil change and under 815 ILCS 308/ Automotive Collision Repair Act, I believe Pep Boys are responsible for the outer tire rod. I spoke to a mechanic which assured me tire rods don’t spontaneously break off, and my lawyer who claimed, if your car was damaged by a garage during service or by some direct action of the employees, the body shop’s insurance should cover damage. I am beginning to feel taken advantage of and manipulated. I really am not trying to be difficult, but I should have done better research, as the reviews (ie ****) for this specific shop are horrendous. It has been seen by a few mechanics, and the tire rods were never an issue.Business Response
Date: 06/17/2022
Dear **************,
we are in receipt of the complaint sent to your office by **************. we apologize for any inconvenience ************** may have experienced at our facility.
************** came to our facility an after performing an oil change ************** returned to our facility with an extra set of keys and took the vehicle. ************** was contacted and advised to return, pay for the oil change and we will inspect the vehicle. If after inspecting the vehicle, we find any concerns that need to be addressed, we will open a claim for investigation.
We again apologize as well as thank ************** for allowing us the opportunity to address his concerns.
Regards,
Robin S******
Customer Expereince Supervisor
Initial Complaint
Date:05/27/2022
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.
Went to Pep Boys Automotive on April 20th, 2022 and dropped off my 2013 ********** ***** because it wasnt starting. I talked to Vlad the manager and he explained it was the timing belt. After replacing the timing belt I was told it was the engine and my whole engine had to be replaced. I was very skeptical at this point. Vlad called me on April 22 and told me he could get an engine online delivered and installed for $2,500 dollars. Engine had low miles on it and Vlad told me it was a great deal. I explained to him I am out of work and that is really stretching my budget but if that would correct the problem to do it. I waited for 2 weeks for the delivery and another week for the install. Vlad called me on May 13th and told me that the car was done and quoted me a price of $3,250 dollars which is clearly over the amount agreed upon. he told me to pick up the car when i was ready. Vlad called me an hour later and said a code came on during the test drive and i had to wait a day to pick it up. Vlad called me the next day May 14th and told me my transmission was bad. He said he asked his transmission guy to look at it and it was just a torque converter. I got a call from Vlad on May 16th and he told me i had to wait on the torque converter because his transmission guys wife committed suicide. Vlad then called me back on May 20th and said it was my whole transmission and he could put it in for $1000 dollars. I showed up to the shop for a face to face conversation and the Head Tech who works there told me when he put the torque converter in he noticed the pins weren't sitting right so when they started the car the whole transmission got destroyed. Vlad heard what he was saying and started to talk over him. 2 big questions 1. How were they able to test drive the car originally after the engine replacement if the transmission was shot? Why would they start the car if the torque converter wasnt in correctly? I do not think i should pay for the transmission that they destroyBusiness Response
Date: 06/14/2022
Dear **************,
We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **************** may have experienced at our facility.
Vehicle was brought in on a tow truck with No start condition. We had our specialist diagnose the vehicle to check why the check engine light was on. Customer was made aware that both fender flares were missing prior to service and that there was a possibility that water had gotten into the fuse box. We have pictures of how old the transmission was that was recently replaced, parts that were never replaced.**************** was offered the opportunity to bring his vehicle to our Bayshore location for diagnostic.
If **************** I still having issues with any of the repairs we performed, we will look at the vehicle once he returns.
We again apologize as well as thank **************** for allowing us the opportunity to address his concerns.
Robin S*********
Customer Experience Supervisor3111 West Allegheny Avenue
Philadelphia, PA 19132Customer Answer
Date: 06/22/2022
[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:
Regards,
*************************Initial Complaint
Date:05/27/2022
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 a basic oil change at the Pep Boys on College Rd, Ocala, Fl. Without my knowledge they issued me a hard credit check. He asked if I wanted to get some perks. I agreed. When I was asked to speak to a bank I asked if this was a credit check & if so I don't want it. She said its too late it already went through. The guy who did my oil change assured me that it was a soft check. I did settle w/them after it escalated. I was very upset. I just received a charge on my credit card for $30.00 for the credit check that I did NOT want. First they charge $1.00. This is fraud!Business Response
Date: 06/02/2022
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 had our Customer Service team reach out. They spoke to **************, closed her account, and removed it from her credit file. She will receive a mailed letter to confirm this has occurred.
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:05/21/2022
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 personal mechanic for my car that has worked on my car for the past 10 years straight. All oil changes, rebuilt transmission and much more has been done by him. He checks my car regularly and document’s all findings in case I choose to sell it one day. My mechanic is a wonderful mechanic and has years of experience in his field and has worked on some of the most prestigious cars and been employed by some of best and well known luxury dealerships in the US. I’m very honored to call him my personal mechanic. He’s Great! Well, on May 15, 2022 he came to diagnose and fix my car. It was having the same issue it always does; alternator issues and battery issues. This was no surprise to me because it’s the same 2 issues my car regularly has had over the past 7 years, He came to my home and diagnosed the issue and told me what I would need to get it fixed. He would go to ******* **** parts and get the part and my car would be up and running in no time. Prior to this my car had not been driven in 8 months, I have another car so It wasn’t a rush to get it running. He gave me my copy of the work order and he left to go get the parts to return and fix Between the time that he left and that day and the time he was scheduled to return to do the work he was faced with a family emergency and had to race out of the country. He told me to take it to pep boys to get it fixed. I got to Pepe boys on May 21, 2022 and they quoted me a price and I left my car there for servicing/ I returned hours later only to be told another “part “ was broken on my car that would cost 358.00 to repair! My mechanic told me this is BS they are taking advantage of females without any car experience and breaking the parts while they are in their car. Nothing else was working with my car! I have records! They broke my car part and I want them to fix it. It’s making a loud screaming noise and isn’t drivable until fixed’ They broke this part to get more money. I will sue if not fixed ImmediatelyBusiness Response
Date: 06/02/2022
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 the location we can begin our resolution process.
Regards,
Robin S*******
Customer Experience Supervisor
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