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
- 1,587 total complaints in the last 3 years.
- 547 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:11/30/2023
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 11/30/23 I had an appointment for oil change, tire rotation and inspection (2023 ***** *********) . was told vehicle was all set .Paid cash for the service. upon getting into truck i noticed tires were not rotated. I then checked my oil and found it was not changed also. oil was black and watery. went back into store and asked for refund. They said No and admitted tires were not rotated but oil was. Service person would not come out to look at oil dipstick when i offered to show him. asked for refund again. was told to file a complaint.
Business Response
Date: 01/04/2024
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 provided a refund.
We again apologize as well as thank ************** for allowing us the opportunity to address his concerns.
Regards,
*********************
Customer Service
SupervisorInitial Complaint
Date:11/25/2023
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 November 17 I brought my vehicle to the pep boys on 222 Montauk Hwy Store ID # **** after experiencing a shift interlock issue. I was told it was the brake switch and charged 59.99 for the electrical evaluation, brake switch 99.99, remove and replace stop light switch 98.40 along with an hourly labor rate of 164 and the pep guard limited labor warranty of 47.80. The next time I drove my car I noticed the same issue occurred and my car would not move out of the driveway. I brought car back days later to this same location November 24 and they said they could not find any issues and I would have to come back when they call in a specialist. After reviewing my ** *** footage I can hear them in my car disrespecting me because I am a female saying that I probably don’t press on the brake pedal to release the gear stick and the video footage shows no diagnostic test being done only test drives. This is unprofessionalism at its finest and they have not corrected the issueBusiness Response
Date: 12/11/2023
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 did apologize as well as the associate to ****************. The manager advised **************** that he would have a **** area diagnostic specialist look at the vehicle and try to assist.
We again apologize as well as thank **************** for allowing us the opportunity to address her concerns,
Regards,
*********************
Customer Service Supervisor
Initial Complaint
Date:11/18/2023
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.
(1) The "Regulations of the Commonwealth of PA", clearly state that if there are some findings during inspection, then it must be fixed in a Reasonable Time Frame; and it is NOT required to pay again when the car findings are addressed ! In addition, PA Commonwealth Regulations state that it is NOT mandatory to fix the car from the same place and store where the car is inspected! (2) I as well as Pep Boys have evidences and info of earlier case when Pep Boys has matched the price for PA State Inspection with other stores as well as did not charge 2 Times for State Inspection when the findings of the inspection was addressed by the customers as clearly defined in PA Commonwealth's Regulations! Why in this case (October 2023) Perp Boy is behaving differently and very desperate to extract money in the name of PA Commonwealth Inspection from the customers!! (3) When a customer requests your store for the Contact Info of the Area Manager of Pep Boys, then why does your staff immediately become arrogant and raise his voices.Business Response
Date: 12/11/2023
Dear **************,
We are in receipt of the complaint sent to your office by **********. We apologize for any inconvenience ********** may have experienced at our facility.
According to the Work order, you failed the Safety part of inspection which is pass or fail. You passed Emissions. However, if you failed Emissions, you have 30 days to have work done to get a free inspection. I attached a photo of the state guidelines and highlighted where it states it. Your price match is being denied because it is not a national competitor. We appreciate/value you as a customer. I have addressed your concerns with the staff regarding the behaviors you have mentioned.
We again apologize as well as thank ********** for allowing us the opportunity to address his concerns.
Regards,
*********************
Customer Service Supervisor
Customer Answer
Date: 12/12/2023
[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:(1) I have used Pep Boys earlier and in 2 situation during PA State Inspection, Pep Boys told me my tires needed replacements because they do not meet PA Safety requirements. The tires were replaced and Pep Boys completed the PA Safety Inspection and Pep Boys did NOT compel me to pay 2 time for the PA Stated Inspection! WHY Pep Boys is behaving different this time for PA State Inspection? In addition, it is clearly stated in PA Commonwealth Regulations for auto inspection that if store finds some deficiency in auto during in PA State Inspection then customer can address the issue and bring back the car for evaluation of deficiency; and the customer does NOT have to pay again for the same! Why Pep Boys is violating its own procedures followed for my car a few years back well documented in Pep Boys records?
(2) The Pep Boys has honored and matched the price for the last 4 years on the advertisement by another store to match the price for PA Sate Inspection. Why Pep Boys is behaving differently this time on matching the price on the advertisement by the same store for that I provided? Why Pep Boys is desperate to exploit Pep Boys customer in the NAME of PA Sate Inspection??
(3) The complaint must be reviewed by the "SENIOR VICE PRESIDENT OF PEP BOYS"!!
Regards,
***************************Customer Answer
Date: 12/12/2023
(1) I have used Pep Boys earlier and in 2 situations during PA State Inspection, Pep Boys told me my tires needed replacements because they do not meet PA Safety requirements. The tires were replaced and Pep Boys completed the PA Safety Inspection and Pep Boys did NOT compel me to pay 2 times for the PA State Inspection! WHY is Pep Boys behaving differently this time for PA State Inspection? In addition, it is clearly stated in PA Commonwealth Regulations for auto inspection that if a store finds some deficiency in auto during PA State Inspection then customer can address the issue and bring back the car for evaluation of deficiency; and the customer does NOT have to pay again for the same! Why is Pep Boys violating its own procedures followed for my car a few years back well documented in Pep Boys records?
(2) The Pep Boys has honored and matched the price for the last 4 years on the advertisement by another store to match the price for PA State Inspection. Why is Pep Boys behaving differently this time on matching the price on the advertisement by the same store that I provided? Why is Pep Boys desperate to exploit Pep Boys customers in the NAME of PA State Inspection??
(3) The complaint must be reviewed by the "SENIOR VICE PRESIDENT OF PEP BOYS"!!Initial Complaint
Date:11/15/2023
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 August 27th. Break works oil change $865.50 has been done. On September 13th I returned to complain about noises under the car .front end work was done and Break was redo. $1993.59 October 18-23 I was Stranded 130 miles away from home due the extremely bad sound from the car. I called Pep Boy and talked to ******* the store manager. He asked me to take the car to the closest shop. On October 23rd ******** **** repaired the car and noted that what was done at Pep Boys was not to specification. And I need an alignment which was already done at Pep boys they charged me: $405.17 On October 26th I made back to Pep Boys and talked to ******* again. He said that he needs to talk to director who would be in on Monday October 30th and that he will call me that day. ******* never called I went to store on November 1st. He said that he has to look at the car. .I agreed the Alignment was redon. He said that he will initiate a refund within 24 hours. $0 I was on my way out of town. The second I left the shop I found the Alignment in worst shape. I had to drive 150 miles round trip out of my way to pepboys in Katy TX. On November 10th alignment redone. $0 I went back to Original Pep Boys and talked to ******* again on November 13th. I explained to him that they have failed again. And asked about the status of the refund that he has promised. Not to my surprise he said that he has to talk to the director. On November 14th i took the car to Lam's and they have diagnosed the problem and charge me $1246.39 The car is fixed now with no issues.Business Response
Date: 12/20/2023
We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
****************** is being sent a refund for 405.17.
We again apologize as well as thank ****************** for allowing us the opportunity to address his concerns.
Regards,
Description automatically generated
*********************
Customer Service
SupervisorInitial Complaint
Date:11/06/2023
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 10/21/23 I took my car in for a repair that had been completed in January 2023 as of November 3. Repairs were still not complete with no updates from the shop. It was noted that the same repairs were needed however I would have to pay for new parts as parts used previously were no longer under warranty, please note that previous parts used were after market and should not have been used in the 1st place. I was told the hold up in repairs was due to parts but never contacted once parts were received. It is now 11/6 and car is still in shop leaving me to have to find other transportation to/from work. I believe I’ve been retaliated against by the manager as he stated he didn’t wish to fix car, and won’t communicate with me places me on hold for long time periods.Business Response
Date: 11/13/2023
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, who explained to ************** that the vehicle needs a new engine.
We again apologize as well as thank ************** for allowing us the opportunity to address his concerns.
regards,
*********************
Customer service Supervisor
Initial Complaint
Date:10/17/2023
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.
Purchase was made on 7/07/2020, I purchased 4 Definity tires for my ******* *******. These tires came with a manufactor's warranty of 50,000 miles. I have since had multiple issues with the tires, which various tires would continuously get low tire pressure or become flat altogether. I have called stores and they have given me company phone numbers to call. The numbers I have contacted never provide me with help to honor their warranty or to provide a reimbursement. I would have never purchased tires from this company had I known that the tires were not reliable or the company would not honor their warranty.Business Response
Date: 11/03/2023
Dear **************,
We are in receipt of the complaint sent to your office by ********************. We apologize for any inconvenience ******************** may have experienced at our facility.
We ask that ******************** make an appointment to bring his vehicle in for us to look at before we can provide a resolution to his concerns.
We as again apologize as well as thank ******************** for allowing us the opportunity to address his concerns.
Regards,
*********************
Customer Service Supervisor
Customer Answer
Date: 12/04/2023
I am asking Pepboys to honor their 60,000 mile warranty for tires. I bought the 4 tires on 7/7/2020 and paid 426.66. Four tires that I purchased brand new only have gotten 15,000 miles and they have been documented to have low tire tread. My car is currently at 108,000 miles, the tires were purchased when my car was at 92,000. I have gotten my tires rotated and aligned with every oil change I have gotten, as it is a complimentary service with purchase. I have been having continual issues with my tires and I have been missing work as a result of these issues. Low tread was confirmed with Pepboys when I brought my car in for them to inspect. Time is of the essence in this issue.
Desired Resolution / Outcome
Desired Resolution:
RefundBusiness Response
Date: 01/26/2024
Dear *** *****.
We are on receipt of the complaint sent to your office by *** *******. We apologize for any inconvenience *** ******** may have experienced at our facility.
*** ******** purchased her tires at our location in CA, the tires are worn, we could not confirm the maintenance on the tires, which would include alignments. We spoke to the manager on how *** ********’s visit was handled, and he has agreed to bring *** ******** back in, and prorate the tires and provide replacement at a discounted price based off the tread/mileage.
We again apologize as well as thank *** ******** for allowing us the opportunity to address her concerns.
Regards,
***** *****
Customer Service
SupervisorInitial Complaint
Date:10/12/2023
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 took my car to pepboys on 06/2023 due to my engine knocking and other problems wrong with my car. In the mean time i had insurance through *** ****** to pay for my car to get fixs. In the mean time pep boys fired some employees and have a new management company. They fail to communicate with me about anything about my car. After to have to go inside to pepboys a month later , they inform me that no work havent been done on my car and they are waiting for *** ****** to send over documents. This whole time my car was in their possession i had two kickers speakers alone with a tv that comes out where the radio goes. They also lost my car key as well. They did pay a locks man to make another one. So to make a long story short, *** ****** never pay for a new engine, they said it was cover under the warranty. However, they did pay for other parts to get fixs on the engine, which didnt make sense due to the fact that my engine was knocking. They call me to come get my car October 11, 2023. When i get their i had to give them a 100 dollars for my deductible and they gave me the key. I look in my car and theirs wires coming from where my tv was, somone stole my tv and speakers. When i mention it to the manger ****** he told me he doesn’t know what happen to it and for me to contact loss prevention. As i am driving my car off the lot i get maybe 2 miles down and my car is up in smoke, its leaking fluid and I believe the radiator bust as well, i then call back and spoke to ****** who told me he will call me back, never didBusiness Response
Date: 12/13/2023
We are in receipt of the complaint sent to your office by ******************. We apologize for any inconvenience ****************** may have experienced at our facility.
We did get a key made for ******** vehicle that was lost $257.00. We also did a transmission TTC solenoid when the car was in our facility, nothing to do with the engine. Prior to this vehicle we did a turn up on 4-4-2023,No engine work had been done at our facility.
The manager spoke to ****************** about the items that he claimed were stolen from his vehicle and unfortunately, we are not responsible for items left in the vehicle while I our lot.
Regards,
*********************
Customer Service
SupervisorInitial Complaint
Date:10/06/2023
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.
Good morning, how are you? I've had my car for 7 months at Pep Boys and I need it urgently. I'm paying for financing and taking an **** and renting the car. Could you please help me, his repair is already paid for under warranty, every time my husband and I go to the place they say there is a part in the car that needs to be removed and they never remove it, it gives the impression that they broke my car because there is no logic So, I'm asking you to help me sincerely because I don't know what else to do.Business Response
Date: 12/06/2023
Dear **************,
We are in receipt of the complaint sent to your office by ********************. We apologize for any inconvenience ******************** may have experienced at our facility.
********************** concerns will be addressed by out claims team.
We again apologize as well as thank ******************** for allowing us the opportunity to address her concerns.
Regards,
*********************
Customer Service
SupervisorInitial Complaint
Date:10/06/2023
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.
An oil change was performed on 08/03/23. Later we found out the oil plug was not tightened fully causing an oil leak. From that point forward an engine motor oil leak was discovered and monitored until the oil plug was fully tightened on 09/09/23.On 08/27/23, the vehicle was returned to check the oil leak, perform another AC evacuation and recharge, and replace the front brakes and rotors. We were told the oil leak was coming from the head cover gasket. They performed an AC System Evaluation knowing what was asked for, but they told my son ***** that they didn't have the proper equipment to do an AC Recharge. On 09/08/23, the vehicle was taken to another mechanic, who didn't agree with the Pep Boys assessment and suggested a steam engine wash. There was no charge for the evaluation. I went and got a steam engine clean and paid $100.00 On 09/09/23, I went back to the mechanic. Again, the car was lifted high and we both saw the oil leak coming from the motor oil plug. After tightening the plug, the oil leak has permanently stopped. I went back to Pep Boys and eventually spoke with the manager ************************** he didn't apologize nor investigate what had happened. Instead, he behaved very poorly and in an unprofessional manner. I contacted Pep Boys customer care at ************** four different times and no one called me back. Please see all the attachments including the letter explaining what transpired in more detail. Sincerely,*****************************************Business Response
Date: 11/30/2023
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 provided a refund for the evaluation, and the oil change.
We again apologize as well as thank **. for allowing us the opportunity to address his concerns.
*********************
Customer Service
SupervisorCustomer Answer
Date: 11/30/2023
[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
Date:09/28/2023
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.
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
Date: 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 Answer
Date: 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,
*****************
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