ComplaintsforPep Boys

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new tire for my **** ******** **** from Pep Boys to be installed on Wednesday 8/25/21. I requested for the new tire to be put on left back and rotate both back tires to front and put front right on rear Right side. During the installation the staff struggled to put rims back on the vehicle due to the large rims and tires along with the unusual wheel lugs of ******** ****. After finally getting the wheels on the tech tried to pull out but the vehicle would not move. After further observations it was learned that the tech did not properly rotate the tires because he did not take the tires off the 19” custom rims but instead merely tried to switch the rims to front and because the rims are custom made their different sizes in the back and the rim was stuck on the break caliber preventing it from moving. On Friday 8/27/21 while driving across the *** the damage from the brakes caused malfunctioning and did not stop properly causing damages to my car and another car.

  

  Business response

  10/20/2021

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

  We are in receipt of the complaint sent to your office by **************. Unfortunately we are unable to find the Pep Boys location ************** visited. We ask that ************** provide the pep boys location he visited along with his work order number from that location.

  Regards,

  Robin S*******

  Customer Experience Supervisor 

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car for a diagnostic test and was told I could pick it up the next day and it was not there ..when I went again the following day my car had 56 miles on it ....and it is overheating and driving roughly....someone drove my car for 56 miles ....and did damage...I need my car repaired

  

  Business response

  09/28/2021

  Dear **************,
  
  We are in receipt of the complaint sent to your office by ****************. We apologize for any inconvenience **. ****** may have experienced at our facility.
  
  **************** brought her vehicle in, but did not approve any repairs. We reviewed the CCTV  and found the vehicle never left the shop while at out facility. We performed a smoke test on the vehicle . The vehicle was running rough when it arrived.
  
  We again apologize as well as thank **************** for allowing us the opportunity to address her concerns.
  
  Robin S******
  Customer Experience Supervisor

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

  Customer response

  11/11/2021

  I did respond ..my car is dented.  Not working.  And the district manager told me to "**** off"...
  What now?

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out to the location at **** ****** Pep boy store #**** repeatedly and they have not be concern to correct the problem. My truck is still having issues they advised that there was one tech that can correct the problem but, the part was not available. They explained that it would take a week for the part to come in and still no phone call. I have reached out to the customer care line and opened a case. My case number is ****** and I had my truck serviced on 08/03/21. Now it has almost been a month and nothing has been fixed. My service worked order number is ******* and I paid you all to fix my issue. No one should have to call a company over and over and get the run around. I want my truck fixed NOW!!!! You all should be reaching out to me not me reaching out to you to get my truck fixed. You advised me the part would be at the shop and I have called you all twice a week since I left and no one has contacted me back, Enough is Enough I need this corrected NOW !!!!!!!

  

  Business response

  09/16/2021

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

  We are in receipt of the complaint sent to your office by *** ***************. We apologize for any inconvenience ***  *************** may have experienced at our facility.
  
  ****************** had returned and the part had been installed.
  
  We again apologize as well as thank *** *************** for allowing us the opportunity to address his concerns.
  
  *********************

  Customer Experience Supervisor 

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

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20, 2021 at 2:30pm I went to Pepboys to have my my car looked at because my exhaust was making very loud noises. I was told that I would need a new exhaust and muffler. On June 23rd I went back to Pepboy's to have my exhaust and muffler replaced. A day later I started noticing a vibrating/rattling/jingling sounds.On July 12 at 4pm I went back to Pepboys to have them look at my exhaust again. The manager Paul, took a look at my car and said that the heat shield was a little loose and he tightened it. The noise stopped for 2 hours and came back.I took my car to another mechanic shop and they confirmed the noise and stated that my muffler was vibrating and may be defective. I went back to Pepboys on August 20 for a 3pm appointment showed them the paperwork from the other mechanic. I waited for 2 1/2 hours and no one looked at my car (it was on the lift for an hour). When I said I needed to leave, the manager looked at my exhaust, shook it and said it was fine.

  

  Business response

  09/21/2021

  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 reviewed **. *****s concerns with the service manger and he confirmed that he did look at the exhaust and did not feel there were any issues with it. We ask ************** to advise if she would like to return to another Pep Boys location for a 2nd opinion.
  
  Robin S******
  Customer Experience Supervisor 

  3111 West Allegheny Avenue
  Philadelphia, PA 19132

  

  Business response

  03/16/2022

  Dear *** *****,

  We are in receipt of the rebuttal sent to your office by *** *****. We did address *** *****'s concerns and we have reached out multiple times and left messages.

  We again apologize, but our prior response stands firm.

  Regards,

  Robin S****

  Customer Experience Supervisor

  Customer response

  03/29/2022

  Dear ********,
  
  In response once again to the blatant disregard and unprofessionalism of Pepboys, I will respond to the aforementioned. For the first time since filing this complaint months ago, I received a call from Pepboys in which someone named ****** (position unknown) left a message on my voicemail asking for me to call him back. I have called ****** several times and left several voicemail messages and have not heard back from him or any other representative from Pepboys. I think it is obvious by now the patient and diligent desire I have shown to see this manner resolved and the blatant disregard of Pepboys to try and resolve this issue in any manner.

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PepBoys put a faulty ticking engine on 1/2/21. We picked up car on this date, first thing we heard when they opened the hood. We asked mechanic and store manager ***** about this. The manager told us that it should get quieter once the car gets acclimated to the engine. We took the car back 2 weeks later and told him we were not satisfied with this ticking engine. He told us their responsibility is only to install a running engine and there was nothing they could do. We took car to our mechanic who said it's the lifter inside the engine thats making that sound and will require internal work. The engine is burning oil to the point of having to do oil change once a month. We took car this week to get a power steering pump to find out that this engine was not a 350z engine and the power steering pump they had to order that fit belonged to a ******** truck, I could not list all complaints because of space, please see emails. Refund: engine$1447, labor $1785, ext warranty $295=Total $3527.

  

  Business response

  09/16/2021

  Dear **************,
  
  We are in receipt of the complaint sent to your office by **. ****** We apologize for any inconvenience **. ***** may have experienced at our facility.
  
  
  This ****** was at store **** for no start and engine problems. Store **** informed the customer this vehicle ran bad and will need an engine, which the customer approved the engine replace and found their own engine for Pep Boys to replace. Once the Midlothian store received the customer supplied engine it was installed. That location informed the customer that once the engine was installed it wouldn't start. The customer was informed of such and was also informed the engine they supplied was no good. We removed the customer supplied engine at " NO CHARGE TO THE CUSTOMER" so they could send the engine back to where they purchased it to get another engine for Pep Boys **** to install. The store received the second engine from this location for Store **** to install. Once this engine was installed it started, but ran really bad, backfired, and stalled out. After this engine stalled out it wouldn't start up again. At this point the  vehicle was taken to another  store to look at why it wouldn't start. We had this vehicle towed to **** and had both our master tech's check it out and they found out the second engine **** installed was out of time by 180 degrees and was verified by completing a compression test and found no compression on the 3 cylinders passenger side. Yet again not Pep Boys fault. we received a bum engine from this location, and also THECUSTOMER WASN'T CHARGE once again for installing two of THEIR engines they supplied. I informed the customer that they need an engine and found one for$2600 plus labor and I would like to install my engine instead of their supplied engine. They agreed but mentioned the engine the used engine they purchased was only $1600. So, I went ahead and price matched their customer supplied engine plus our labor. Again, Pep Boys eating more money to make this customer happy. This was the correct engine for this car as all the customer original parts off his old engine fit this engine with no problems. Once the engine Pep Boys purchased was installed this vehicle started and sounded great. My master tech took this vehicle for a test drive, before I called the customer to come pick up his vehicle, sounded great and drove the same way. I did inform the customer the check engine light was on due to the fact customer had an after-market straight pipe with no catalytic converters on the whole exhaust system. I informed him the engine light will remain on due to fact no post oxygen sensors were connected and the wiring harness for the oxygen sensors was hanging.  The customer did bring it back to us for a ticking noise he states he heard in the engine, but we found the engine ran great, and was a normal tick that all ****** engines have at that age. I again called the customer informed him I added a can of ***** oil additive just in case. At that point we informed the customer most noise we heard was the transmission making noise because he had internal ***** problems shifting into 5th gear. Which this customer states store **** damaged his internal transmission and at this time a claim that was filed. The claim was denied because they were stating **** removed the transmission to replace the engine, which is not true and when removing the engine, the transmission stays in place. If this vehicle was burning that much oil the engine would run pretty rough, which ran fine every time this vehicle was in our shop. We believe the issue with this vehicle is having a straight pipe with no catalytic converter and oxygen sensors , this would dump more fuel than normal causing spark knock, which will thin out the engine oil. We also  still have the 2nd faulty engine still in our shop holding for the customer to get his money back for that engine core from where ever he got it from.
  
  We entered a claim due to the customer feeling damage was done at our facility, this claim was denied.  We are also denying any refunds as we are not at fault for any issues with the vehicle.
  
  We again apologize as well as thank **. ***** for allowing us the opportunity to address her concerns.
  
  *********************
  Customer Experience Supervisor O: 

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

  Customer response

  09/23/2021

  [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:
  

  They are not taking responsibility; please see attached documents. We were also told that they would cover the cost of the email. See previous emails dated 3/12 and 3/15 between myself and ***************************. 

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

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PEP Boys, Now Taking Money for Fake Inspections! On Saturday August 7, 2021 I dropped my car off at Station *** Pep Boys at *** *********** ************** Fairless Hills, PA**********. Roughly 2 hours later I returned to find my windshield had cracked yet the car still passed inspection by **********************.  I did not drop my vehicle off with a crack/break/damage (otherwise I would have knowingly had it replaced as well).I had a brief discussion with ******** ******* who accused me of lying and was not open to take any responsibility for the damage that occurred on their property. Interestingly, this crack/break makes it ineligible for a passing inspection. See Pa Code Title 67 Chapter 175 Subchapter E Section 80.a.2.i.E . or ************************************************************************************************************* Therefore, either Pep Boys passes cars that should not pass inspection or they caused the damage to my vehicle, YOU DECIDE! If you are interested in having an "inspe

  

  Business response

  08/20/2021

  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 pulled our CCTV and confirmed that the crack in the windshield was not done by our technicians, also due to where the crack was the vehicle was able to pass inspection.
  
  We again apologize as well as thank *** *********** for allowing us the opportunity to address his concerns.
  
  *********************
  Customer Experience Supervisor O: ************ *****************************************************

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 17th around 2pm I decided to take my 2011 **** ****** for an oil change at Pepboys which was a cost of $59.67. Once they were finished which was at 3:35pm, they gave me a receipt along with an invoice of the things wrong with the car. The shaft, the left axle, and the torque strut mount, motor mount. Nothing in the invoice stated that the whole transmission needed to be replaced or that it was damaged. Around 3:00 am July 18th, my car completed stopped while driving. After failing to put the gear into drive and reverse because the car wouldn't move at all, I tried putting the gear into neutral which nothing happened, still. We waited until 6:20am for the car to be towed back into my apartments. I was literally outside of the exit gate to my apartments for 3 hours waiting for the tow truck and used a card so it was $141 for the car to be towed in less than 50ft from where they picked the car up. I called Pepboys the next day to file a complaint, with no luck.

  

  Business response

  09/07/2021

  Dear **************,
  
  We are in receipt of the complaint sent to your office by *** ******. We apologize for any inconvenience *** ****** may have experienced at our facility.
  
   *** ****** brought her vehicle in for an oil change. We performed the oil change and a visual inspection, as we do for every vehicle that comes in. It is unfortunate that *** ******'s vehicle had transmission issues after having an oil change. We are not responsible for the transmission issues, as this has nothing to do with an oil change.
  
  We again apologize as well as thank *** ****** for allowing us the opportunity to address her concerns.
  
  ****** *******
  Customer Experience Supervisor 

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

• Initial Complaint

  08/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in because it was making a loud noise. After checking the car out, they told me that the steering wheel pump was bad. I paid $812 to have it fixed. They replaced the power steering pumps 3 times and the noise was still there. After the 3rd time replacing the pump, they told me that it was the ac compressor that was bad and they quoted me another $1700 to have it fixed. Me and family have done business here for many years and previous owners/managers would have never expected me to pay for their mistake. I was not about to spend $1700 on a 2010 **** If diagnosed correctly the first time, I would have chosen to deal with the noise for a little longer. I took the car to a trusted mechanic and only paid $400 to have the compressor replace. The noise is now gone and the car is running fine. I'm not looking for a full refund but I do think they should give me at least some of my money back. I've tried to call customer support several times but no one will call me back.

  

  Business response

  08/26/2021

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

  We are in receipt of the complaint sent to your office by *** *****. We apologize for any inconvenience *** ***** have experienced at our facility.
  
  *** ***** was provided a refund of $430.00 for the way his repairs were handled by the previous manager.
  
  We again apologize as well as thank *** ***** for allowing us the opportunity to address his concerns.
  
  
  ***** *******
  Customer Experience Supervisor O: ************ *******************************************************************************

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/30/2021 After the second time back fro alignment pepboys asked me to pick up the car because its ready When I picked up the car the steering is getting stuck and the steering wheel is in default in the left side. The service manager and the area director offered no solution and were rude about the issue

  

  Business response

  08/13/2021

  Dear *** ******,
  
  We are in receipt of the complaint sent to your office by *** *****. We apologize for any inconvenience *** ***** may have experienced at our facility.
  
  Customer originally came in 2/21/21 purchased a 3-year alignment with a 4-wheel balance and rotate.
  
  Customer came back 6/30/21 for a re alignment, then after again on 7/23/21 and 7/30/21. All which were under warranty, so customer had no charge!
  
  On 7/30/21 we recommended replacing Passenger inner and Outer Tie rod due to alignment measurements being max and also rusted badly. we couldn't adjust anymore!
  
  We are Not responsible for the tie rods needing to be replace but have offered to help the customer half way. We Offered Customer to Replace tie rods parts at no Charge and he will be responsible for Labor. This is our final offer, if **. ****** like to accept, we ask that he return and speak to the manager.
  
  We again apologize as well as thank *** ***** for allowing us the opportunity to address his concerns.
  
  
  ****** ****** 
  Customer Experience Supervisor

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

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have a car that is at pep boys on *************** in Baytown. They have not been honest with me one time they have had my car since Wednesday July 28th 2021. They still have my car and they are telling me that it won't be ready now until August 5th after the lady specifically told me that the part was available and that they would have it done by the 3rd and of august that evening or the 4th in the morning no later now I called today and they said they had to wait for the part and that the part will not be in till later and won't have my car ready till tomorrow sometime this has been an ongoing issue every day since last Wednesday the 28. I need my car for appointments and they have not told me any truth they have not been honest about anything and they charging me $900 for a steering wheel shaft that is only $45 for the part on ****** and ******** has them for $60 why is it that they have to charge $800 in labor for a week of having my car and not getting anything done.

  

  Business response

  08/13/2021

  Dear **************,
  
  We are in receipt of the complaint sent to your office by **. ******. We apologize for any inconvenience **. ****** may have experienced at our facility.
  
  **. ****** had her vehicle towed into the location on Saturday. The vehicle was torn apart. The customer had tried to disassemble her steering column. The Location gave the customer about a 6k estimate. **. ****** declined the battery, front end work and other items. She approved to fix the steering column. We gave her a price about $900.00. She approved the repairs. The location explained that the parts were coming from the dealer and would take a week. She called everyday stating that ******** had the part she needed, but in fact they did not. She then said she could order the part from amazon and we explained the part was dealer only part. We received the part and repaired the vehicle and the service manager gave her 10% off. She then started to get mad because her vehicle wouldn't start. As we explained she needed a battery when it arrived because it was towed in. We couldn't start it as well. That was a declined service. She blamed us for the battery. She explained to me that her battery had bad corrosion on the terminals, but it was working fine. We explained to her that was a sign the battery was failing because batteries are not supposed to leak acid. **. ****** paid for her repair and picked up her vehicle.
  

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

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

*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. ↩