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Pep Boys Reviews (1615)

Review: On August 2, 2013, my son-in-law checked my daughter's oil level and told us that the oil would need to be changed immediately.I went to have it changed at the local Pep Boys; they ended up charging me for: an oil change, an air filter, and an alternator belt. Upon check out, the technician who worked on my vehicle stated that my dipstick was broken and would have to be replaced, less it fall into the oil reservoir. At this point in time, he maintained it was broken but NOT in the reservoir.I drove 3 miles to my home where my father went to remove the broken dipstick, only to discover it deep within the oil reservoir. I called the customer service line and filed a complaint, based on the following: a trained technician would not change the oil in a vehicle which had a foreign object lodged in the reservoir; moreover, a trained technician would know that a dipstick is not required to run a vehicle.The complaint was followed up the the local manager who stated the employee said the dipstick was lodged when I came into the store, contrary to the statement he made to me at an earlier date. The manager offered to replace the dipstick after removing it from the oil reservoir as soon as the part got in on either August 5th or 6th. I contacted Pep Boys on the 5th and was told that the part would arrive on the 6th around noon. They agreed to call when the part came in. After receiving no phone call, I check in around 2PM on the 6th; they stated the part had already arrive. I dropped the vehicle off and was shown the dipstick. A few hours later, I received another phone call stating that unexpected welding had caused a technician to break a piece off the car. They would order a part, and I could pick it up on Thursday, November 8th. On November 7th, my father went to the store to check on the vehicle and was told that no parts had been broken, and they were still waiting on the dipstick. Further phone calls stated that a part had been broken and the car would be finished on the 8th.

Product_Or_Service: Oil change; air filter; alternator belt

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Having provided the company multiple opportunities to correct their errors, I would like to be reimbursed for the cost of the oil change (~$40) and labor (~$11).

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated August 7, 2013, We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted]'s vehicle has been fixed at no charge.

We apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Review: My husband was going to need new tires soon so my mom went to Pep Boys during Christmas and purchased a 50.00 gift card toward the purchase of my husband's tires.....2 mths ago we finally were financially able to get the tires for his car also counting on the gift card to take some of the money stress off his wallet. We waited 4 hrs for the car and finally was called and told we had to come up with an extra 400.00 for wheel speed sensors. This was okay because we had that card to fall back on and wouldn't take away from us getting food in the house. We went to pick up the car and the total for the tires and sensors was 200.00 dollars more than previously quoted. We were a lil shocked and agreed to pay the total even though we were told another amount. We handed the guy our cash and gift card for 50.00 and it came back saying it needed some kind of code and even the manager didn't know what to do....we stood there for more than 30 mins while they tried to figure it out. The manager was rude and told us there was nothing he could do even for us and we had to use our grocery money to pay for the rest of the tires. I called customer care on Monday and waited for more than an hour to finally speak to someone and they transfered me 5 times and finally I spoke to a woman named J[redacted] from the gift card dept. and she said that she would send a check in 7 to 10 days..but the check never came. I called again on the 7-28 and I was hung up on 5 times by reps. Still no check today and it's been more than a month since I first called. I just want a refund check sent to me for the 50.00 or a [redacted] card so we can have our money back. I will NEVER go back and shop at any Pep Boys!Desired Settlement: please send us our promised money.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on July 29, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

We did have the opportunity to speak to [redacted] and apologize. We advised her that a check for $50.00 will be sent out this week to her and also a $25.00 Pep Boys gift card and hope she will accept our apology.

We again apologize, as well as thank Ms.Combs for allowing us the opportunity to address her concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Phone: ###-###-####

Fax: ###-###-####

Review: EMAIL TO PEP BOYS CORPORATE WHICH WAS NEVER ANSWERED:

You should be ashamed of the quality of service your [redacted], CO location delivers. Not only are members of your staff ([redacted]) incredibly rude, they are deceitful and provide the worst quality of work I’ve experienced in nearly 20 years of car ownership. I have NEVER had a positive experience in my 2 years of dealings with the store and have often had repairs redone OVER AND OVER AGAIN.

In 2012, we dropped my car off for routine maintenance and the delivered me a car without AC. We then had to take the car back and spend 4 hours waiting for them to flush my engine coolant due to the air they left in the coolant line. Considering this is an annual maintenance I’ve had done, it was odd that they don’t quality check their work if this is something that can happen.

Fast forward to 2013. We brought in the car due to a small oil leak. They fixed a gasket and the problem persisted. We brought it back in and they said it was another part of the oil assembly. They “fixed” it and sent us home. A week later the leak was massive. We brought it in and they said it was another part of the oil assembly and it would cost me $500+ and was unrelated to the first repair. Would you believe that??? I took it into Nissan and they advised me (with photos) that Pep Boys replaced a very specific part with a generic part that didn’t fit the assembly causing it to fail and leak oil. The cost at the dealership…$30. I feel taken advantage of, lied to, and ashamed that I kept going back for the abuse and lies.

Now, we had the car towed to Pep Boys in June 2013 to fix a failed fuel pump. The work was done and the car has been without issue since then. The fuel pump failed and after 20 minutes trying to get someone on the phone (at 8am) to no avail, the tow truck towed me across to [redacted] who has confirmed it was in fact the fuel pump. I now am told by Pep Boys the earliest they can even check out my car is the following day.This is your/their fault and now I am at the back of the line. As with everything else with them/you, if you did it right the first time, I wouldn’t be in these situations. I’m looking at $400-$500 at [redacted] or entrust my vehicle yet again to a dysfunctional store unworthy of my trust.

[redacted]After sending this email I had Pep Boy's assurance that a tow truck would take me from the other shop to their store within 90 minutes. 4 hours later I gave up waiting and had [redacted] do the work. The tow company was incredibly rude and told me to call Pep Boys.Desired Settlement: I have been refunded $354 for the fuel pump I've paid for at another mechanic. I'm still out of pocket $119 for the diagnostic at [redacted] and 2.5 work days. I'd like an additional $119 refunded (I'm happy to provide the receipt for the diagnostic check). More than anything, I want the corporate office to take some accountability for what happens at their stores. I've checked [redacted] reviews and [redacted]. Both rate this store as one of the worst auto shops in the city/state. I have lost countless days in dealing with them and want to have this complaint registered and out there for other consumers to see and be aware of. I would like a refund but I would like an actual apology and not a form letter from Pep Boys corporate. Act like you actually care about the customers you serve!

Business

Response:

Date Sent: 2/12/2014 9:09:22 AM

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 23 , 2013.. We would like to apologize to **. [redacted] for any

inconvenience he may have experienced at our facility.

We apologize and can assure **. [redacted] that his concerns will be addressed with the staff at this location.

The service manager asked **. [redacted] how he could resolve the issue previously, **. [redacted] wanted to be refunded the amount he paid [redacted], which we have a copy of, and there is no diagnostic fee on the receipt from [redacted].

[redacted], General manager has attempted to contact **. [redacted] at ###-###-#### twice from the store location and once on his personal cell Phone. [redacted] would like the opportunity to speak to **. [redacted].

We again apologize, however a refund that **. [redacted] requested was given to him $ 346.77.

Regards,

Review: I had a 2005 [redacted] Touring convertible that I purchased from a private owner and intially took it to Pepboys in [redacted], PA. I brought the car there a half hour before closing to check out the car to make sure that there weren't any proble** with the car. After checking out the car, the technician's said that the there was nothing wrong with the car at all. The only thing that was wrong was the car needed a new light bulb and the roters needed to be replaced to pass inspection. I trusted the judgement of the mechanics and nearly a week later, my check engine light went on! I took it to the closest Pepboy's ([redacted],PA) and I questioned why the check engine light went on their explanation was completely irrelevant to what was going on with the car/why the check engine light went on!!!! They told my husband and I that we need a valve cover gasket,oil pan gasket, bleeder housing. The manager in [redacted] convered the labor for repairing those parts for me at no cost since they failed to exercise good competent judgement on my car to begin with. After the mechanics in [redacted] fixed the car, the check engine light went on and a few days later my car died on my husband when he was coming home from work!!!!!! They ruined my engine and timing chain!!!! Now my husbnd has no car and spent $2,400.00 on this car and only lasted him 3 weeks. My husband is on the borderline of losing his job since he has no car and we are struggling financially. I filed a complaint to the district manager of Pepboys and didn't even bother to really help me out. I am so stressed and in tears everyday because of what Pepboys did to my car.Desired Settlement: I would like the cost of the engine and timing chain reimbursed. They ruined my car!!!!!!!!!!!!!!!!!!!!!!!!

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on January 30, 2013.. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] Originally they took her vehicle to our [redacted] store for a diagnosis. **. [redacted] than decided to bring it to our [redacted] location to have some work done. We informed **. [redacted] that their was a leak and we performed the below services. As a gesture of faith, we billed some of the cost back to the [redacted] store and absorbed some from the cost at our [redacted] store, totaling $538.56.

A week afterwards the [redacted] store received a call regarding the engine and possibly a timing chain not working. We spoke to **. [redacted] and assured them that the work we performed would be in no way related or could cause a timing chain to break. Timing chains can go at any time and there is no way to predict when it will go, this was explained to the customer. **. [redacted] was contacted, let her know that we were sorry her timing chain went and recommended she speak to the seller of the vehicle. Whether he had it checked or not in the past was unknown to us and the vehicle had roughly 190,000 miles. We also let her know we would be happy to give her a discount, if she chose to have us look at the engine and offered a $200 discount off the labor.

Our final decision with **. [redacted] was that we determined, the timing chain simply had no correlation to the work that we did to address the leak, and with our fnding no refunds are due.

We again apologize as well as thank **. [redacted] for allowing us to address her concerns.

Regards,

Customer Service Coordinator

Review: An conventional oil change was performed on my car 4/28/14. I hit the road traveling from [redacted] to [redacted], Wa. on the same day. The "check engine light" and the "oil" light appeared on my dash and my car stopped 145miles into my trip. I called Pep Boys, immediately, and told them what happened. I was instructed to call 1-800-Pep-Boys, and request that they tow my car back to the shop. I did and they towed it 125 miles to the nearest location in Auburn, WA. This took place the following day 4/29/14. I received a call later that evening from someone at the Auburn location. They explained to me that I would need a new engine because my engine had "seized". I had know idea what that meant. I asked a series of questions. I explained to them that I had just taken my car into Pep Boys in [redacted] for a routine oil change. They towed my car back to the [redacted] location and said they would be able to deal with it. I spoke to the Service mgr at the [redacted] location and he will not make a decision on replacing my engine. I have never had any problems with my car. I am the only owner and the original owner. I have not received follow up calls. I have been continually calling them and stopping by the shop. They are waiting to hear from their Corp. office. I want my engine replaced because they forgot to put oil back in the engine! They did not replace the oil cap and they are not following up with me. My car is still at their shop. This is very poor customer service. They need to take responsibility for their error and pay. Lack of oil causes this problem. My car is still in their possession.

Product_Or_Service: Oil and filter change

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

Replacement of my engine. Fix the mistake they made. Pay for the cost of the tow from I82 to my hotel.

Business

Response:

Dear [redacted],We are in receipt of the

complaint sent to your office by **.[redacted] dated May 14, 2014. We would

like to apologize to **. [redacted] for any inconvenience she may have experienced at

our Pep Boys facility. **. [redacted] was

asked to return by the Service Manager who took **. [redacted] into the shop and

showed **. [redacted] the sludge build up under the valve cover, also compared her

vehicle with another vehicle that was in the shop at the time.

**. [redacted] wanted to take her vehicle to the

dealer for a second opinion. We advised **. [redacted] that if the dealer states that

the repairs we did had anything to do with the issue she now has with the engine

that we would take responsibility. We have not heard from **. [redacted] since she

took her vehicle . We again

apologize as well as thank **. [redacted]. for allowing us the opportunity to address

his concerns. Regards, [redacted] Customer Service Coordinator

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I've recently been a victim of Pep Boys in [redacted], Ma.I recently took my car in for a brake inspection and was told I had a leak in the master cylinder of my vehicle. [redacted] worked on my car and provided a signed receipt for a Brake Evaluation. He informed me that he bled my brake line and added more pressuremaking it at least safe enough to drive home,but suggested that I bring it back thefollowing day for a $700 repair.I decided to comparison shop and found[redacted] auto shop in [redacted] to be the morecost effective option.The manager of [redacted], [redacted] popped myhood and quickly informed me that someonehad put antifreeze in my brake fluid reservoirwhich would ultimately ruin my brake system entirely. He suggested I go to Pep boys and require [redacted] to contact him.When I explained the situation, [redacted]immediately became defensive and reluctantto show me video of the service performedon my car.He showed no sense of urgencythat a customer had a complaint of such severity. [redacted] also admitted that my brake reservoir was empty when he opened it, but had no explanation for why it was now full of a fluid that did not belong there. I believe this was done intentionally to drive up the cost of repair. I believe I was victimized solely based on gender and the expectation that I wouldnot be knowledgeable enough to comparisonshop, or fully understand the work thatneeded to be done.Desired Settlement: Due to the neglegence at this company I may need to pay for thousands of dollars in parts and labor. I believe I should ve reimbursed for the specific issues caused by this mistake.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on December 26, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

**. [redacted] was contacted by the manager, and he explained to **. [redacted] that green test dye (UV Light) was added to brake reservoir to determine the location of the leak in the brake system.

The brakes were bled to confirm the dye was in the entire system, to find any possible leaks in the brake lines them self. A leak was found under the master cylinder, but **. [redacted] declined repair.

We find no wrong doing on behalf of Pep Boys and no repairs or refunds are due.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: I purchased four tires from Pep Boys online, the transaction in the amount of 331.32 was debited from my bank account on March 08, 2012. When I received the tires, they were inaccurate in size. I followed the return instructions, even spoke with a customer service specialist that advised bundling the tires in two's for accurate and expedited return processing. The tires were sent back March 24, 2012. I have spoken with several customer service representatives numerous times since April 1, 2012 regarding my return. I have been given several excuses regarding the delayed processing of my return, and am always assured a supervisor or manager will return my call to discuss my return. I have not spoken to any supervisor. Customer service has been less than helpful, and does not seem to coincide with the return policy listed on the website.Desired Settlement: Refund for returned items.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated May 10 , 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced with our online ordering.

We apologize for the delay in [redacted] refund being credited to her credit card, our online system shut down, and it took several days for repair. [redacted] did receive her credit.

We apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Business

Response:

{Please see below.}

Review: My ford explorer broke down on May 23,2013 called tow truck and had it towed to pepboys. Spoke with [redacted] throughout service time. We requested repairs and tune up because we knew it was time for a tune up. [redacted] called to let us know that the truck was ready and that he was unable to get the spark plugs off so they were not changed andrecommended we take it to Ford dealers for that service. We picked the truck up and paid $907.03 for water pump replacement, air filter, wiper blades and front brakes anda timing belt. They also added lifetime and extended warranties to each service which was not warrented by me or my wife. I was told that they did not check my oil prior to doing allof the repair services they did or prior to the recommended services they said I needed. Why not if you saw I needed brakes ,belts, filtors, etc. They did not do a thorough analysis why my truck was running hot, knockin and shakin from the initial visit. They recommended other services to make bill higher.So the truck broke down again the second week in June-running hot and knocking. We had to coast it to our home which was across the street from the beak down. After we came back from vacation July 8,2013 we had it towed back to pepboys. [redacted] called us that Thursday the 11th wanting to know if anyone had contacted us concerning the truck I said no and he didn't know why not. He mentioned that the engine was no good and he thinks the truck had no oil. I asked him if they did an oil change hesaid hewas not sure but oil must have leaked. I told him we had not driven the truck but twice. I drove it to work one day and my neice drove it the day it broke down. I told them several times that themileage on the odometer would prove that the truck has not been driven. I am not happy because they added extra services and lifetime warranties that we just recognized to increase my charges and they did not fix the repair problem of my truck shakin and running hot.They did not do a tune as requested and now I need anengineDesired Settlement: Either replace engine or refund my $907.03

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated June 16, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

The Service manager contacted **. [redacted] and apologized, and offered a refund.

We apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Consumer

Response:

Revdex.com of Metro DC and Eastern PA

Review: Pep Boys is deceptive with its low price advertisements. Pep Boys advertised lower prices for its engine oil and oil filter but I had a short time to use the prepaid debit card sent to me. It took about two months for Pep Boys to process the rebate request. When I received the prepaid card, I had about two months to use up the $21.55 balance on the prepaid card. I also had to register the prepaid card, which delayed me from using the card. After the card has expired, Pep Boys refused to refund me $21.55.Desired Settlement: Sent me a $21.55 check.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 11 , 2013. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.

We apologize for any inconvenice [redacted] went through with his [redacted] rebate card. A new card will be expedited today to [redacted] with a 120 day expiration.

We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.

Customer Service Coordinator

Business

Response:

{Please see below.}

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you much for your service.

Regards,

Review: I was told that 24-48 hours after I filed my complaint I would receive a phone call from corporate office but has yet to receive one. I don't have my case number with me but my name is [redacted]. [redacted] phone number ([redacted]) xxx-xxxx. If you reivew my complaint you will understand why I'm troubled. Lets just list the things.

1. I paid for a new battery, and later a new alternator. Within a year the battery went dead. Took the car to pep boys got a new battery. A week later the car went dead again. Took the car back and found out need a new alternator. Got the new alternator the car went dead again a couple of days later took the car back. Here is the part that is surprising found out the serial number listed on the invoice didnt match the alternator placed in my car, got it fixed but the car wouldnt start had to take it back a couple of days later because of the batter. Needless to say [redacted] cancelled my towing insurance because of this matter. This was 2012. I was stranded several times because of pep boys "repairs."

2. Feb 2013. Woke up saw water on the ground had the car towed to pep boys. Of course they proffited since now I have to pay you guys to have my car towed since I dont have insurance any more. Replaced the water pump timing belt, thermosat, a little of $900.00 I had to pay. November 11, 2013. Driving along the highway car runs hot. During rush hour. Walked to get water no help. Drove the car to next exit, called Pep boys for a tow. Problem I need a new water pump. The second time a major repair had to be re-done because a part failed. Kept my car from Friday - Sunday afternoon. November 15th, on the way to work steam is blowing fom engine and antifreeze on ground. Stranded called pep boys to get another tow..the rest is in the report I filed.

I was told to bring the car friday asap and will start working on it, never happened. I lost 4 hours at work, that I thought I could make up Saturday. Saturday was told they want to go over the car very well to figure out what the problem was. Sat around all day Saturday, no call from Pep Boys. I call when I wake up Sunday talked with Dwight and he told me he needed to call me back. Called me back and told me my car wont be ready to Monday. Because they worked on the car all day yesterday and couldnt figure out the problem. I told them unacceptable the only way I was getting my car if someone was paying for me to get a ride to work. Told me he wanted to speak with a manager and give me call back. He never called back, I called him back two hours later and guess what the car was ready to be picked up. The work done, a flush, a clamp and a hose.

Things that should have been done when I brought the car in the second time and I wouldnt have been stranded, nor missed hours at work. How do you go from my car wont be fixed until Monday to having it ready in two hours. Simple I made complaints against them so they decided to leave me stranded over a clamp, and a hose. I want to speak to someone because I've paid too much money, stranded too many times, misses hours at work because Pep Boys at [redacted] doesnt know how to fix a car the first time it is brought in. What I want is simple, I want the 4 hours of pay I missed and 25% of the repair returned because satisfaction has not been guaranteed. The only gurantee I got was stranded, faulty work, loss my towing insurance, and missed time at work.

[redacted]Desired Settlement: I'm not asking all my money to be returned only a portion. Each time I had a repair done, the car had to be taken back 2-3 times for the same repair. This last time I was treated horribly, and was made to sit around when there wasnt a need. I lost time at work, that I could have made up. This location has caused me to be stranded several times. Most importantly I have phone calls where I sat on hold for over 40 minutes because no one would take my calls.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent top your office **. [redacted] on November 22, 2013. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The General manager [redacted] apologized and refunded **. [redacted]

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: We took both of our [redacted] on 8/28/14 & 300SRT8 on 8/29/14 in for preventive maintenance to Pep Boys,(we had no issues with our cars & are maintained religiously prior to this) 1st car (mine)to have ONLY oil & Deferential changed P.B. went into my transmission changed it without my consent! 2 days later my car lost all power on freeway & was towed back to P.B. They changed and oil sensor, also a hose & gas cap including my transmission filter (AGAIN) stating it was "defective"again I didn't consent too! I asked for that defective filter it was gone "went home with an employee". 2 days later my car would not start! when we did get it started it idled high,no oil pressure including all the lights came on dash. We had the car towed to the Dealer at this point to find out the oil sensor that was replaced in my car was not properly installed by Pep Boys also drained my battery, my car went into a protective mode & could of caused major electrical damage if not. We had proper repairs done at dealer, days later we decided to take a little road trip got about 90 minutes away & my car lost all throttle control, idled high! same issues the first time I lost power on freeway. We took the vehicle back to [redacted] & were told the transmission fluid was the wrong type including it was under filled cause damage to transmission, having to have transmission replaced!We were told by Pep boys they would pay for my transmission and have not as of this date and my car has been done for 5 days being held hostage at the dealer for payment(not the dealers fault) The 2nd 300srt8 was in one day after mine at Pep Boys, We didn't trust there work at this point after my car died on freeway so we took it to the dealer on 9/11/14 to check there work, they never changed the transmission fluid that was paid for,the motor oil was 1 quart low & dif. oil was 1/2 quart low. We have been lied too including watching everyone trying to cover up for each other and there mistakes at our cost!Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to get payment to [redacted] as they promised, I was told payment was overnight Monday 9/22/14 When in fact I called corporate on 9/25/14 it hasn't even been cut yet. My car has been done for 5 days!I have lost many hours including days of work including I lost a client over all this. "stating I have had too many car issues for almost a month" and felt I wasn't reliable at this point!The stress this has caused both of us including our

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 25, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

A claim was opened for [redacted] and Pep Boys paid to have her transmission replaced.

We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..

Regards,

Robin S[redacted]

Customer Care SpecialiPep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:The lack of taking this matter a bit more seriously by Pep Boys is just not there, As we do appreciate pep boys taking responsibility for there damage caused to our cars.

Review: Pepboys refused to give me my Tire Rebate even though I sent in all of the required documents including store's receipt & completed Tire Rebate Offer which the store salesperson gave to me.

Product_Or_Service: 4 Tires

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

To give me my Tire Rebate for $118.99 in PepBoys [redacted] Prepaid Card.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 20, 2013, We would like to apologize to [redacted] for any inconvenience he may have experienced at our facility.

[redacted] was contacted and advised to return to our facility to receive $118.99 for the rebate on one tire.

We apologize as well as thank [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

Review: On February 12, 2013 I had my power steering belts changed and an oil sensing unit replaced at PEP Boys in [redacted]. On March 4, 2013 I was driving and my power steering stopped working. I was able to steer into a auto repair garage. After the mechanic inspected the car, he found that the power steering belts had been replaced incorrectly and cause the failure. One belt was replaced upside down and the other was not tightened. The auto repair garage ordered new belts and replaced the incorrect belts. I immediately drove to the PEP Boys that made the incorrect belt replacement and asked for a refund. The manager told me that he would have to talk to the owner about the refund. Today, March 7th the manager called and told me that he could only refund the amount for the belts and not the labor because the garage I had replace the belts did not charge me labor. I did not pay PEP Boys to install the belts incorrectly. I paid them to install the belts correctly and expect a refund because they did not. Since the error was discovered I have had to call PEP Boys everyday because they did not call me back as promised each day until it was resolved.

Product_Or_Service: Delco Power Steering BeltsDesired Settlement: DesiredSettlementID: Refund

I would like to have the entire amount for labor of the belt replacement refunded as well as the amount for the belts. The total of this charge is $154.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to our office by [redacted] dated March 7, 2013, We would like to apologize to [redacted] for any inconvenience she may have experienced at our facility.

[redacted] returned to our facility for a full refund.

We apologize as well as thank [redacted] for allowing us the opportunity to address her concerns.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate all efforts made to resolve this issue.

Regards,

Review: In March of 2014 I had pepboys replace a left wheel stud. Although they replaced the stud they left the old stud in the wheel drum . The stud cut the break line and I was without breaks and consequently I had an accident. The company that fixed my car took pictures of the Old stud and the damage it did to the break drum and the breaks. I sent the pictures to pepboys. I asked them to pay for the damages to my car. They sent the pictures to their legal department and said they would get back with me. THEY DID NOT AND WHEN I CALLED TO TALK TO THE district manager I was told that the number was a secret. WHEN I ASKED IF HE WOULD CALL ME I WAS TO HE WAS BUSY. I did not ask for any compensation except for what I was out of pocket but I was treated with callus disregard.Desired Settlement: I am out of pocket 3000 dollars for the accident and repairs. The accident was caused by the stud left in the wheel therefore none of the break damage was covered by my insurance company.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office on September 25, 2014 by [redacted]. We apologize for any inconvenience [redacted] may have experienced at our facility.

[redacted]'s case is being handled by our claims department, her claim number is [redacted]

We again apologize, as well as thank [redacted] for allowing us the opportunity to address her concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I need more clarification from Pep Boys. I have not received any correspondence from them at all and I am not sure what having a claim number means. I would like to know what Pep Boys intentions are.

Regards,

Business

Response:

Dear [redacted],We are in receipt of the rebuttal sent to your office on September 25, 2014 by [redacted]. We have contacted our claims department and reviewed [redacted]'s claim and found.[redacted] was contacted by the claims department and a message was left.[redacted] can contact the claims department and speak to Maryanne L[redacted] ###-###-#### and reference # [redacted]Regards,

Robin S[redacted]

Customer Care SpecialisPep Boys

3111 West Allegheny Avenue

I have been a Pep Boys customer for years and am usually happy with the service. Two days ago, I brought my car to the shop to have my rear tire plugged. I was told the wait would be about an hour and they would call me when they were done. I never received a phone call.
I called back the next day and asked for an update on the tire. I spoke with Ed who told me that they were not able to plug the tire and I would either need 4 new tires or I could just get that one tire replaced. I also asked why I was never called the day before. Instead of being professional and just apologizing for the oversight, he laughed and asked what cell service carrier I had.
The 4 new tires were estimated to cost about $980.00. He stated he would take off $20 for no one calling me. My tires were put on less than a year ago and they were still in very good condition. So, I asked him about the second option to order a matching tire. He stated he had never heard of the brand of tires I had on the car and didn't know where he could find them from, so I should just buy the 4 new tires. He offered to waive a roadside hazard fee which brought the price down to $860.
I knew I didn't need 4 new tires, so I took the car to a different mechanic. He also told me that 4 new tires were completely unnecessary and he was able to plug the tire. When I told him what Ed at Pep Boys tried to convince me to do and how much much he tried to convince me to spend, this mechanic was speechless and both of us could not believe how dishonest this establishment is.
I will no longer be a customer and will make sure my friends and family know how much Ed and the Hazlet store will try to rip you off. Completely disgusted with the service.

Review: Drove vehicle into service location for oil change, state inspection & emissions certification, and service to change front & rear brakes. 3 1/2 WEEKS later I had to have the vehicle TOWED from their garage as not only had they not fixed it but ruined the new parts which had been incorrectly put on.Desired Settlement: I wish to be fully compensated to have the work correctly done at another facility using new parts, refunded the amount paid for parts that have been damaged or otherwise rendered unreturnable/unusable/unidentifiable by their service personnel, reimbursed for my out of pocket expenses for a replacement vehicle and loss of use for my vehicle which they made inoperable.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted]. In order to further assist [redacted], we ask that she assist with the store location she visited.

Once we receive this information, we can than begin our resolution process.

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Phone: ###-###-####

Fax: ###-###-####

Review: on February 26, 2014 I took my car to Pepboys to have work done on my car.They said that they fixed the care so that it would drive like it should. The cleaned out the exhaust to clear out the fumes that were clogging the drive performance on the car. Before leaving Pepboys, I had trouble starting the car.On March 1, 2014 I took the car back and let them know that it was still driving a little slow. At that time, I asked them to change the oil. The same day I heard a knocking sound under the care, and before I had arrived home it started smoking heavilly. On March 3,2014, I took the car back again to Pepboys and they told me that the head gasket had blow and that it was nothing that they did.The next day on March 4, 2014, I trouble driving it home. It stalled out twice. I was going to the store and before I had arrived there, it totally died on me.Before taking my care to Pepboys, my car did not have smoke coming from under the hood nor did it have a knocking sound.However, I was able to find another car.

Product_Or_Service: repairs

Order_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

At this point, I am asking for a total refund for monies spend and lost wages, and money spent having to get another car.Pepboys: $ 645.74Lost wages: 150.00another car: 1,600.00pain and suffering 1,000.00 Total 3,395.74

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to your office **. [redacted] on March 7, 2014. We would like to apologize to **. [redacted] for any inconvenience she may have experienced at our facility.

The Area Director contacted **. [redacted] and has agreed as a Customer Satisfaction to send **. [redacted] a refund for services performed at Pep Boys in the amount of $645.74. This check will be mailed to **. [redacted] within seven to ten days.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address her concerns.

Regards,

Customer Service Coordinator

Review: I brought my vehicle to Pep Boys with an A/C issue and I dealt with the service manager, Bill. He advised me they would provide a free AC inspection and get back to me with results. After the inspection, I agreed to have the work done a few days later. The work was performed by service mechanic Tommy. I was charged $445 and was told that my vehicle was fixed, working to factory specs and blowing cold at around 40 degrees. I have since returned to Pep Boys 5 or 6 times to have the same issue fixed because what was diagnosed on my initial visit has not been corrected. After leaving my vehicle at Pep Boys for 3 days, I was notified by manager Bill by phone that I needed to spend another $300 to fix the warm blowing A/C and intermittent temperature issue. I asked why this additional problem was not diagnosed on my initial visit and he did not have answer. I told him I was skeptical and that it seemed that they were now just replacing parts to see what fixed the problem rather then identifying what the real issue was. Previous visits resulted in parts being replaced with no positive results. He assured me that this additional work and additional cost would fix the problem and that if it did not fix the problem I would receive a full refund. Since my vehicle had been into Pep Boys 5 or 6 times already I figured it was only fair considering Bill was adamant that he had found the issue. I picked up the vehicle on June 22, 2014 after a phone call from Bill telling me the vehicle was fixed. After having my vehicle at Pep Boys for 3 days, the problem still was not fixed. The AC still blows warm and temperature still fluctuates. I showed this problem to Bill, which he informed me would go away once I drove the vehicle. The vehicle was driven and the original problem was not fixed.Desired Settlement: I am looking for a full refund. As a consumer I have given the manager Bill ample times to correct the issues that Pep Boys misdiagnosed. It is no fault of my own that this problem still exists. Pep Boys has taken $737.52 without correcting the problem. As mentioned I have given Pep Boys 5 or 6 times to correct this issue. After dealing with Bill and concluding he is not a man of his word, it seems clear to me that his main goal was to extract as much money he could from me without fixing the AC problem. He would not honor Pep Boys 100% satisfaction guaranty nor his own personal verbal guaranty that by having me pay an additional $300 that it would fix my AC problem. As a customer, I am not sure what else I could do to be easy going customer? I have given this service center 5 or 6 attempts to correct this issue and have paid every amount of money they said was owed to them. I am now out $737.52 and a vehicle that is still blowing the same temperatures and same intermittent issue. I am looking for a full refund so I can take this vehicle to the dealership to get this problem resolved.

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 23, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.[redacted]"s concerns were addressed and the complaint was resolved.

We again apologize as well as thank [redacted] for allowing us the opportunity to address his concerns..

Regards,

Robin S[redacted]

Customer Care Specialist

Pep Boys

3111 West Allegheny Avenue

Philadelphia, Pa 19132

Phone: ###-###-####

Fax: ###-###-####

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: I purchased a battery from this Pep Boys for my [redacted] that had a bad battery. There are 3+ signs in the store stating that the provide "Free Battery Installation" Theres a small note on the sign saying see associate for details. I selected a battery for approx $120.00 and asked at the counter where they help you select the correct battery if they install for free. He said sure we do just see the service desk. I paid for my battery and then went to the service desk to ask for the free installation. I was informed at that time that I would have to purchase a service plan to receive the "free" installation.

The battery comes with a 72 month warranty so I'm not even sure what kind of "Service plan" they are trying to sell for it, because I wasn't spending another penny in there to find out, but I'm livid that they think that their note "see associate for details" gives them a chance to sell you something instead of taking the 10-15 minutes to send a service tech out to install the battery for me for free like they advertise.

I don't believe you should be able to advertise something as being free if you have to purchase an additional service to get it. I understand having to buy the battery from them vs. bringing in your own new battery you purchased at [redacted] or [redacted]. Something like that goes without saying.

I feel cheated and misled, I actually passed 2 other auto supply places on my way there because of how heavily they advertise their "free" battery installation. I wasted my time and my gas and put myself in more danger to get to them just to find out they don't do it and I had to drive all the way home like that and pray my dead battery didn't leave me and my 8 and 4 yr old children stranded on the side of the road.Desired Settlement: I would like to see them actually do what they advertise they do. Free installation of a battery when you buy it from them!! it's not that hard and not that much to ask, auto supply businesses have offered this as a service for years. and their competition offers it now I was just unaware because they don't market to it the way Pep Boys does

Business

Response:

Dear [redacted],

We are in receipt of the complaint sent to your office by [redacted] dated June 27, 2014. We would like to apologize to [redacted] for any inconvenience he may have experienced at our Pep Boys facility.[redacted] was contacted and returned to our facility and received the requested refund.

We again apologize as well as thank [redacted] for allowing us the opportunity to address her concerns. Regards,

Customer Service Coordinator

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I would like to call to your direct attention the incredibly poor service I recently received at the Pep Boys store located at [redacted], Colorado, [redacted]. One year ago I had my 2004 Ford Explorer in this same shop to replace a wheel bearing. Since the truck was showing the same problems, I took it back to the same store. I left it in their care on Monday, July 8, 2013, with a promise on the part of service to look it over and contact me to inform me of any necessary repairs. I asked them to look into the following: noise in front (probably wheel bearing – common with this vehicle), excessive oil leakage, oil change, and tire rotation.

[redacted] called back and confirmed the bad wheel bearings, all kinds of leakage, the need to replace multiple seals, gaskets, oil pan gasket, etc., as well as the oil change and tire rotation - all at the cost of $1700.

Per our conversation, we agreed that Pep Boys would replace both front wheel hubs (even though both had been replaced in last couple years – one last year at the same Pep Boys store and one at another mechanic) as well as the oil change, tire rotation, etc., at the cost of $1700. I spoke with [redacted] again Wednesday, July 10th, and he informed me that everything was done, he was waiting for one more part to replace, and that the truck would be ready for pick up today, July 11th.

Today, I received a call from the service manager, [redacted], telling me that nothing had been done except for the injection of some dye into the oil to determine where it was leaking. He informed me that there was some sort of miscommunication between him and [redacted]. [redacted] told me that the plan from the beginning was to inject the die, return the truck to me, and let me drive it for several days to determine the source of the leakage – and that nothing had been done. He claimed that he did not know why [redacted] had stated that all other jobs needed to be done. I told [redacted] that it is apparent that [redacted] lied, to which [redacted] responded that he would talk to [redacted].

[redacted] then said that they would clean the underbody, inject the dye, top off the oil, and I could then come to pick it up. I asked if someone could please give me a lift to their shop as I have no other vehicle available. I was given no help, no lift, so I had to call on a friend to give me a ride to the shop. I went to the shop to pick it up, and it still was not ready. I had to wait for another half hour for them to put in more oil and dye. They cleaned the undercarriage and the bottom of the vehicle, but could not be bothered to just wash off the rest of the truck.

For four days my vehicle sat in that shop, nothing was done, no one kept me abreast of what was going on, and I was lied to.Desired Settlement: I would like the necessary work completed at 1/2 or no cost since I was lied to, my vehicle sat for four days with no action, and no communication.

Business

Response:

Dear **. [redacted],

We are in receipt of the complaint sent to our office by **. [redacted] dated July 11, 2013, We would like to apologize to **. [redacted] for any inconvenience he may have experienced at our facility.

Below is the response from the Area Director of the said location.

[redacted] came in to get possible warranty repairs completed on his wheel bearings due to noise. His main complaint with Pep Boys after his vehicle was dropped off, and why the letter was written, was communication, and our lack of communication caused this dispute to occur.

The customer had assumed that everything was going well and that the estimated work was being performed as expected, when in fact it wasn't being touched due to communication between technician, sales associate, and manager on duty. This was amplified by his other vehicle getting totalled while this one was tied up, making it even more inconvenient to wait so long without communication. Although [redacted], Service manager , and [redacted] had talked on July 15, 2013 about getting the original service he requested, as well as additional items we recommended later (Oil Pan Gasket repairs after a leak check, and replacing the front crankshaft seal), He chose to have the wheel bearings repaired elsewhere, and hold off on the oil pan and crankshaft seal repairs for now.

-

I apologized multiple times for the inconvenience, and as a gesture to try and regain the trust we lost, offered to refund the wheel bearing installed last year under warranty, though it was already out of warranty. The customer appreciated this gesture, and will speak with [redacted] early next week to get this handled. I. I thanked him for the letter, and committed to making the needed changes to improve this location.

We again apologize as well as thank **. [redacted] for allowing us the opportunity to address his concerns.

Regards,

Customer Service Coordinator

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Description: AUTO PARTS & SUPPLIES - NEW

Address: 6522 Central Ave SE, Albuquerque, New Mexico, United States, 87108-1813

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