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Business Profile

New Auto Parts

Pep Boys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Auto Parts.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/19/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Absolutely disappointed and dissatisfied with my service and experience at this pep boys location. The Head auto technician/ *************** is taking more cars than what him and his employees can handle. Making promises and deals with customer that he cannot even come close to keeping. Giving false dates to when vehicles/parts will be ready due to the lack of attention to detail. I had gotten an engine swap at the pepboys location and my car isnt even able to run after receiving it back from them multiple times. *** had to take the car back multiple times for things that should have been done correctly the first time but im currently still having to get work done to make the car drivable after i was told i could dive the vehicle. First day i officially got the car back it leaked all of its coolant on my drive way, was helped together wi the zip ties and was missing parts for my ac. i was also told with a smiling face by another auto tech that the car was test driven and that it was accidentally drifted pulling out of the lot. Im extremely furious and disappointed with the business thats authorized to be conducted at that location and cant believe theyre even allowed to take people money for what they call auto repairs. Stay! Away!

    Business Response

    Date: 07/16/2024

    I appreciate the concern and opportunity for a response.

    This customer and complaint has no merit.  This customer has no history or receipt from ******************** for any work done. 

    This stems from a personal interaction with an ex employee who i believe *** have been hired by **********************.  At  this point there is no VALID liability on or thru Pepboys. 

    NO work order history has been located .  I believe this is just retaliation at ex employee.  

    Until there is a valid PEPBOYs receipt we will consider this matter closed.

    Thank you 

  • Initial Complaint

    Date:01/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 December 12, 2023 I brought my ***** Sonic to this location and asked for a diagnostic. For the last two days, my engine had shut off while stopped at a stop light or in traffic. It was obviously a problem that needed fixing, but the bottom line is, I was still able to get to work and back with the vehicle. I was also able to drive it to this Pep Boys location, which is relevant to my complaint. The next day, I spoke with a technician on the phone. He had diagnosed the issue and given me a quote for the repairs. I told him not to do anything until I could figure out if I could afford it. The following day my mother gave me a ride to the location. I intended to pick my car up and bring it elsewhere, as a nearby shop had given me a much cheaper quote. When I went to the counter, the tech (*****) told me that he was in the middle of fixing my car, which was completely unauthorized. After speaking with his manager, I was told that they were going to leave the new parts on my car and let me take it home, free of charge. On December 21, I got another ride to the shop. I was told that my car was ready to be taken home, but when I got in, it wouldn't start at all. After a technician jump-started it, I tried to drive it and couldn't even make it out of the parking lot. My mother and I pushed the car back into a parking space, and went back inside to tell a technician (******) that I couldn't even drive my car now. He apologized profusely, and seemed like he really wanted to help, so he said he would try and find a part that would help get my car running, at least as well as it was before I brought it in. That was over two weeks ago. I called Pep Boys corporate number and filed a complaint on January 5, ****. I was told that someone would get in touch with me with a resolution, but that was four days ago. It has now been nearly a month since I was able to use my vehicle. I have had to either pay for rides or inconvenience family and friends for rides for a month.

    Business Response

    Date: 01/12/2024

    Customer dropped vehicle on 12/12/2023 with a complaint of no power and noise from engine. 

    Customer vehicle had severe oil leak from oil filter housing and valve cover assembly, no oil on dip stick(causing noise) and coolant leak from coolant lines on engine.

    various engine codes-p0301, p0171,p0128

    customer was reached  via phone on 12/12/23 @14:50 pm and authorized repair.  on 12/12/2023 at 6pm he came to say he didn't authorize repairs due to lack of funds.

    he was advised of repairs in progress , so we halted repairs. ************* were left on vehicle as the old ones were not operational and in a state of  not being able to be reattached.  This repair was labor intensive not cost effective to redo and attempt to put old unusable parts back on.

    vehicle came in stalling as admitted by customer and not really able to drive with out oil or coolant.

    we offered possible resolutions for payments to repair vehicle to function normally.  He has refused any and all contact even though he has been to his vehicle which is left parked here (he said a salvage yard would come pick it up). this has been on our property since 12/12/2023.  We even left ******* worth of parts and labor given to him at no charge.

    He has filed numerous complaints thru pepboys customer service and will not accept any contact.

    We have not collected any funds for this diagnostic or repair. Store manager waived the cost on the attached work order.

     

     

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