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The Pep Boys
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2.1 550 Reviews

The Pep Boys Complaints Summary

149 Resolved
399 Unresolved
Our verdict: When using services from The Pep Boys with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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The Pep Boys reviews & complaints 550

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12:04 pm EDT

The Pep Boys Oil Change

My name is Mr. Pedro Lewis I'm regular customer at the Zelda Road location. I took my car there today for an oil change, I asked the young man for a standard oil change because my car burn Synthetic oil that why I requested the Standard oil. The young man reply was "your car uses Synthetic oil and that all I have, and we don't use Standard oil. This young man was very rude and untruthful because I have purchase standard from that location. I understand that change staff member, but I promise I will never visit that location again. If I have any more with any other Pep Boys location i close my account with your company. Thanks,

Mr. Pedro Lewis

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5:50 pm EDT
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The Pep Boys Customer service

Today 03/19/2024 at 4:45 pm I was at bop boys Blackwood New jersey, I had appointment today by 5 PM, When I went there I met the guy working there. He tell me we don’t do vehicle alignment today because the technician is not here when I ask him why you didn’t send me a message about it, because I left my job and this is wasting time. He didn’t care, and he asked me to schedule another appointment and he didn’t show me any respect.

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Update by Mimou22
Mar 19, 2024 6:01 pm EDT

I made an appointment for vehicle alignment a week before then When I arrive at the store they told me we cannot do it today and you have to schedule another appointment . The guy I spoke with didn’t show me any respect

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11:58 am EST

The Pep Boys Alignment service

Completely disgusted beyond what I can actually describe. Took my car in for a $99 alignment and because you want to be greedy, decided to charge me for a service/part that I know nothing about and failed to do the service I actually paid for and requested. So, at the end of the day, you failed to fully disclose the charge on your website and scam me for my money, in which I had to pay in order to get back. Only to find out the part that you illegally added to my account almost caused me to collide with an 18-wheeler. Not only that, but the mechanics also refuse to fix my car. The Director keeps calling them to tell them to fix it, they tell him they will, and they don't. They have had my car since 02-29-24 and will not fix it. But want to keep my money and don't care if I have a way to get around or if I will lose my job because I don't have transportation. This is the absolute most disgusting thing that has ever happened to me in my entire life and I absolutely hate your company.

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Is The Pep Boys legit?

Our verdict: Complaints Board's thorough examination reveals The Pep Boys as a legitimate entity with notable strengths. Despite a 27% resolution rate on customer complaints, which invites a closer look, The Pep Boys stands out for its commitment to quality and security. Clients considering The Pep Boys should delve into its customer service record to gauge compatibility with their expectations.

The Pep Boys earns 94% level of Trustworthiness

Perfect Trust Endorsement: The Pep Boys achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for The Pep Boys. The company provides a physical address, 8 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of The Pep Boys's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Pepboys.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up The Pep Boys and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with The Pep Boys's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 27% of 2 complaints were resolved.
  • We conducted a search on social media and found several negative reviews related to The Pep Boys. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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D
7:55 pm EST

The Pep Boys They will not own their mistake and will extort money from you

I was charged and additional 29.99 for service/part that I was never aware of and did not authorize but in order for me to get my car back I had to pay it. I already know they mechanic and manager will get together to lie and say one overheard the other tell me, but it is a complete lie. I was told the service came with the package but the website does not fully disclose that information for the $99 package. I was lied to and my car was not aligned causing me to almost kill myself. They gave me the option to have my car towed to another PB, and they tried to scam me out of controls arms, that I just had replaced a couple of weeks ago. My car is not fixed nor will they call me and explain what is happening and when i call, all I get is attitude. I hate them with a passion and I will absolutely never in my life use them again. They lie to women and think we are completely stupid. I was lied to and extorted.

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Update by DNicLambo Lambert

You failed to fully disclose the prices on your website for $99 front alignment services, in which I was charged extra 29.99 for services/parts I never authorized and never given the option to refuse the charge. My car was returned to me not aligned which later almost caused me to collide with an 18-wheeler, and even though I was given the option to get my car towed to another location, that location will not call me to update the service on my car. My car got to them on Friday 2/29/24 and they called me Saturday at 6:39pm to explain that my car would not be ready until Tuesday, as the mechanic was going out of town. That left me with no transportation and no way to get around and they never even cared if I had a job I had to go to or anywhere else to be. There was no accommodations made for me and the next PB attempted to extort money from me by saying I needed new control arms when I just had them replaced less than a month ago. A friend had recommended Pep boys to me because I was looking for a low-cost solution after just putting money in my front end repair. I replaced four tires, front brakes, control arms and control axles and tire rods, and they tried to scam me into replacing the control arms by telling me I needed new ones.

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10:53 am EST
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The Pep Boys defective battery and service... store i.d.#1498, order#2082991

Staff,

On 08/08/2023, I needed a battery for our 2016 gmc acadia. So, being that we are loyal pepboys customers for 20 years, we naturally visited the store in palatine, il. After conducting an electrical test, your techs confirmed that a new battery was required. We gladly made the purchase.

Well, within a month, our gmc was not starting or maintaining a charge. We returned to the store and were told that the battery was at 96% life.

I left, assuming that all would be fine. The next morning, the vehicle failed to start! I returned and was again informed that the battery was fine. The tech advised me to have an entire electrical check done at my dealership, which I did, at a cost of $215! Napleton cadillac in libertyville, il informed me that the pepboys battery had failed to maintain a charge overnight and the vehicle would not start! I returned to pepboys and informed the tech that I was exhausted from the runaround from their defective battery, and requested a refund. The tech informed me that a refund would not be forthcoming, and that I would have to make such a request in writing. So, I am formally requesting a refund of $249.36,

For the pepboys battery and service. My time and replacement battery service,$537.90, is waived. Please consider that we wish to continue having our four automobiles serviced at the pepboys chain, for specific other needs, in the future.

Thank you,

Mr. Alfred n godinez

Claimed loss: $249.36 PepBoys Battery Service$215.00 Napleton Cadillac Electrical Service

Desired outcome: REFUND OF: $249.36

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2:22 pm EST
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The Pep Boys - Car estimate

I took my 2013 Hyundai Elantra in to Pep Boys in Austin Tx for a wheel bearing estimate in September of last year, when they gave me my estimate and the front desk clerk Meghan gave me my keys and told me have a nice day smiling. I didn't think anything of it since I've gotten estimates at other car shops before, so I proceeded to get on the busy I 35...

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3:57 pm EST
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The Pep Boys Simple oil change turned disastrous

Been going to arlington hts, il. Pep boys for years to have oil changes. Store closed went to pep boys palatine il.3 weeks before road trip. After oil change oil leaked on my drive way and on my garage floor. For the next three weeks they couldnt correct or diagnose it properly. I took the car to a chysler dealership for service and found that the oil filter housing had been cracked during the oil change, 982.00 $ dollars and a lost week of vacation later it was fixed. When it comes to simple oil changes i'll go to experts that stand by their work.

Claimed loss: $982.00 1 week of rental condo vacation

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11:52 am EST
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The Pep Boys Pep boys tire change

I went to Pep Boys in Parkville, MD for only a tire change. Later I got a text message stating that they were doing a comprehensive car inspection that they did not tell me about or receive my permission for. When I got my car all of the electronics were reset, my shifter was vibrating, the engine idled low and within one mile of leaving Pep Boys would cut off whenever I came to a stop.

I called my personal mechanic and he told me at some point they must have drained or disconnected the battery which wiped the car computer's memory of how to idle. He gave me instructions to reset it.

I went back to Pep Boys to tell them what they did wrong. I complained about the fact that they did an inspection and had a tech work on my car without my permission. He said they have to. The thing is though, they don't tell you what they're going to do or have to do. They think if you come in for tires, that gives them permission to do whatever else they want with your car and they can just send you a text message later saying, by the way we decided to do all of these things.

I will never go to any Pep Boys again because they give themselves permission to do whatever they want to someone's car

Claimed loss: My loss is in 176k miles my car had never broken down before I went to Pep Boys. My financial loss is $27 in uber rides and 4 hours lost from work.

Desired outcome: A refund of $175 for one of the tires. A change in Pep Boys policy where they are obligated to explicitly tell customers any work they are going to do beyond what the customer requests and must receive permission for any work done.

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3:20 pm EST
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The Pep Boys Repair

Took my car in after stalling across the street from the 2220 W International Spee, Daytona Beach, FL 32114 location; They presented me with two options give the care a full tune up and change the alternator, belt and idler pulley or do the tune up and camshaft sensors and it would be drivable. I chose the drivable option because they assured me it would be good to go and down the line look into doing everything else, but that it was not needed for it to work. Once they installed what they said would make it drivable I got the keys back and started driving in the parking lot and before I could reach the stop sign to drive out onto the road the car stalled again and shook horribly. I backed up and parked it again and proceeded to go inside and let them know the car did the same thing. They now have stated that it is a sensor in the transmission, and they cannot do anything about it unless I pay to replace the whole thing. My husband got in contact with them asking why then we were told it would be drivable and had us pay when it in fact is not drivable. They stated the problem occurred after I drove away with it, but I was in full view of their reception area because it is all glass, and the car would not make it out of the parking lot. I am also sure if they have cameras facing the parking lot you can see that I do not make it far and promptly re-park the vehicle and walk back in. We paid $567.87 after military discount to have the car be drivable and it did not make it far and now, they are stating it was something I the customer did. Occurred today 12/8/2023.

Desired outcome: Some kind of refund as they assured me the car would be drivable with this option and I could not even make it out of the parking lot.

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8:36 am EST
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The Pep Boys Battery’s

Employees rude and they don’t treat black people good i whitenesed it with several customers. Advance Auto parts down the block is way cleaner and has friendly staff! I asked the young Latino employee why he was so rude he replied “I’m tired” he called other Auto zone on 174 St to check fir the $89.99 battery it was 9:19PM and online it said they closed at 10PM! I would like a free battery and whatever other options

Claimed loss: Young Spanish guy with a curly Afro. Later I found out the store on Tremont had the $89.99 battery ! black male came in trying to get a refund he gave him a hard time too Check the cameras

Desired outcome: Price of battery same as online he said other store that closed at 10PM like his store he called and 920 and they said they were closed early , what a shame

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2:52 pm EST
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The Pep Boys Starter, first visit they did not do what was asked

Car is worse now 3000 dollars later, and I can not drive it
I have spoked with the complaint line 2 times now waiting on a manager to call me back and still nothing the only one who has called me back is the store where the work was done, and now the car will not run
I have been given the run around non-stop, the care is there now
I can't drive it now when I could when I took it

Claimed loss: 3000.00

Desired outcome: fix it or refund my money

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6:40 pm EST
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The Pep Boys Service Charge

The check engine light came on, I took it to Pep Boys on 11/21/23 to see what the problem was. They diagnosed the problem as an emission problem. They did what was needed and charged me $197.75. (Service Work Order 2135462 at Mall of Georgia Pep Boys #1064). The check engine light came back on 11/27/23, I called, they said bring it back. I returned the vehicle 11/29/23, this time they said they couldn't fix the problem? My complaint is if they found it couldn't be repaired by them the second time why wasn't that information given to me the first visit when I was charged $197.75. Either the engine diagnostic wasn't done correctly the first time, or they knew that the problem would return because the second diagnostic said it couldn't be repaired as I was told today.

Ray Venturi

[protected]

[protected]@gmail.com

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4:59 pm EST

The Pep Boys Dashboard panel burned out while changing the battery of my car at pep boys in Harbor city California store # 0851

On 11-07-2023 went to the store # 0851 to change the battery to my car BMW 325i. The work order 2170890 was taken by the manager Darnell Thomas. And after few hours he gave me the car key stating the battery was changed I paid and When I started the car I noticed the memory of the dash board was not coming up nor any of the gages were working. Immediately I shut down the car and went inside the store and told Darnell the situation. He then put the car inside and told me it needs to disconnect the battery and wait for 1-2 hours to reset the computer. After 2 hours was almost 6 PM. And time to close the store. He gave me his business card and said to go home park it overnight and next day to start it and should work ok. And call him to let him know if ok or if not to go to the store again. Next day when I went to the store they could not fix it and Jonathan at the front desk told me come next day when they will call a special technician to try and fix it. On Friday November the 10th after a few hours anothe person at the front desk told me the car could still not be fixed and I should take it to the BMW dealer, which I did and they inspected the car and said the panel of the dashboard is fried and needs to be ordered and changed and the cost is $4,300. Since then I tried to call Darnell several times to settle for payment or other arrangements, yet every time they said Darnell is either not there or not available. Nor he called me back. I would very much appreciate if someone in the head quarters of Pep Boys call me to resolve this issue. My name is Dorin Nicolae and my cell number is [protected].

Claimed loss: The loss at this time is $4,300 which I owe to BMW dealer.

Desired outcome: I’d appreciate very much if someone in Pep Boys head quarters call me to settle this payment.

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7:05 pm EST
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The Pep Boys - Store Manager Neil

A week or so ago I went into the Pep Boys in Audubon NJ. The undercarriage guard on my car broke and was flapping when I was driving. This happened a few months back and the mechanic zip tied it to my car and I was on my way. When I went back a week or so ago, Neil stated that he could look at it and he said it was 34.99. I said no because I was confused a...

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3:17 pm EST
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The Pep Boys - Unprofessional manner of pepboys employee

Dear Sir or Madam, I would like to submit a complaint reference to a Pep Boy employee who refused to give me his name and said, While I was trying to explain my vehicle situation and coordinate to drop off my vehicle, I informed this individual I'm at a hotel. I needed to coordinate for a tow truck and contact my brother-in-law to see if he was home...

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9:24 pm EDT
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The Pep Boys Service on my vehicle

I had service done to my vehicle 10-20-2023 at a 8 am appointment, I went to have an alignment done to all four wheels and tires rotate and balance to all four wheels which was not done well the car was running way worst after I got it back, it was a very hard vibration and also something that these guys had no business messing with which was my radiator which was making a swoosh sound from inside the vehicle which was the radiator cooling, this was never a issue at all and now after my car being service it's becomes a issue, the manager their said his mechanic did this for years and if he did it did not show on my vehicle, they did nothing right and at all and now I have to get more work done on my vehicle and I would like for pep boys to pay for their mishaps.

Claimed loss: $900.00

Desired outcome: I would like for pep boys to pay for my vehicle repairs, the car ran horrible after their service so I had to go somewhere else to have the repairs completed and also their was more problems that I immediatley reported to them.

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2:39 pm EDT

The Pep Boys Tires

I bought 4 cooper Adventurer All Season tires on 9/25/23 installed on 10/03/23. I noticed on 10/25/23 coming out from a store that there was a small bubble on the side wall tire. I called Pep Boys and told them about the defect, and they said they would look at the tire. I brought it up to the store and they would not do anything about it, they said I should have bought road hazard insurance which he tried to sell me. I did not hit any potholes which he was claiming I did. I only drove 410 miles and I'm stuck with a defective tire; He was extremely rude and told me to go wait in the parking lot after I didnt but insurance

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10:54 am EDT
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The Pep Boys False advertising, overcharging

I scheduled service to replace a headlight bulb. The pepboys website quoted 20.00.
I get there and am told it's most likely going to be 300.00 plus labor.
I end up paying $128.31 for the 20.00 headlight.
Absolutely livid.
Do not tell the customer 20.00 online then charge 6x that. I seriously feel like I was just robbed.
I deserve a refund because it took them 15 minutes to put in a 20.00 bulb.

Claimed loss: $100.00

Desired outcome: Please return my overpayment.Thank you

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5:56 pm EDT
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The Pep Boys Transmission solenoid replacement

I took my car into pep boys because of my check engine light. I specifically asked them to let me know what the issue was before they do any work. They told me I needed a new solenoid and that the check engine light would not be on after that, solving the issue. I come back for pick up my car and not even 3 minutes into driving it, I noticed that the same issues I had before showed up again, as if they didn’t do any work on it. I take my car back to them (the manager I spoke with was Martin), wait an additional 4 days for my car back, only for them to give me my car back with the exact same issue, claiming it to be fixed. They then give me the option of taking it to Honda to get a part and a second opinion or having them put in the Honda part. Martin, the manager, had also assured me that I would be receiving my refund if Honda comes back and says the car still has the issue. Seeing as they seemed unfit to solve my issue, I took it to Honda. A couple days later, Honda tells me that the transmission is bad. So I go back to Martin and pep boys and inquire about how to get my refund that I was promised and he told me that they don’t owe me a refund. I then ask to speak to his manager but he said he didn’t know I’m his manager’s schedule nor if he was working today. I asked Martin if I could leave my phone number for his manager to call, which he proceeded to say he had costumers waiting and “wasn’t going to do this with me”.

Claimed loss: Roughly $1,000

Desired outcome: Full refund of $1,000

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10:14 am EDT
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The Pep Boys Service and damage

Bringing y car in for oil changes, tires and front end alignment, I am told all fluids are checked. I bring my car in for a check on the transmission, pay for diagnostic and 2200. The say it us a battery. 2 days later bring back in and they say oh sorry we don't know, might want to bring to aamco. I have it towed and low and behold yes it was transmission, service manager tells me send the invoice and thier insurance will take care of the 7k rebuilt transmission. Now they won't answer, return calls or emails

Desired outcome: Pay for the transmission you guys failed to catch

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The Pep Boys In-depth Review

Overall Rating: 4.5/5

Website Design and User Experience: The Pep Boys website is well-designed and user-friendly. The layout is clean and intuitive, making it easy to navigate and find the desired products or services. The search function is efficient, and the site loads quickly, providing a seamless browsing experience.

Product Range and Availability: The Pep Boys offers a wide range of automotive products and services. From tires and batteries to brakes and oil changes, they have everything you need to keep your vehicle in top condition. The availability of products is generally good, with most items in stock and ready for immediate purchase.

Pricing and Value for Money: The prices at The Pep Boys are competitive, offering good value for money. They frequently run promotions and discounts, making their products and services even more affordable. However, it's worth comparing prices with other retailers to ensure you're getting the best deal.

Customer Service and Support: The customer service at The Pep Boys is exceptional. Their knowledgeable and friendly staff are always ready to assist you with any questions or concerns. They provide prompt and efficient support, ensuring a positive experience for their customers.

Shipping and Delivery: The Pep Boys offer various shipping options, including standard and expedited delivery. The shipping times are generally reliable, and they provide tracking information for your convenience. However, it's important to note that some oversized or heavy items may have additional shipping charges.

Return and Refund Policy: The Pep Boys have a fair and straightforward return and refund policy. If you're not satisfied with your purchase, you can return it within a specified timeframe for a full refund or exchange. However, certain restrictions may apply, so it's advisable to review their policy before making a purchase.

Quality of Products: The Pep Boys offer high-quality products from reputable brands. They ensure that their products meet industry standards and provide reliable performance. However, it's always a good idea to read customer reviews and do some research before making a purchase to ensure the product meets your specific needs.

Trustworthiness and Reputation: The Pep Boys have established a strong reputation in the automotive industry. With over 100 years of experience, they have gained the trust of customers nationwide. Their commitment to quality, customer service, and fair business practices makes them a trustworthy choice for all your automotive needs.

Additional Services and Offerings: In addition to their extensive product range, The Pep Boys also offer various services such as tire installation, battery testing, and oil changes. They have skilled technicians who can perform these services efficiently, saving you time and effort.

Loyalty Programs and Rewards: The Pep Boys offer a loyalty program called "Pep Boys Rewards." By joining this program, you can earn points on your purchases, which can be redeemed for discounts and exclusive offers. It's a great way to save money and enjoy additional benefits as a loyal customer.

Social Media Presence and Engagement: The Pep Boys have a strong social media presence, with active accounts on platforms like Facebook, Twitter, and Instagram. They regularly engage with their followers, providing helpful tips, updates, and promotions. It's a great way to stay connected and informed about their latest offerings.

Community Involvement and Corporate Responsibility: The Pep Boys are actively involved in the community and demonstrate corporate responsibility. They support various charitable initiatives and organizations, contributing to the well-being of the communities they serve. Their commitment to giving back is commendable.

Competitor Comparison: When compared to their competitors, The Pep Boys stand out for their extensive product range, excellent customer service, and competitive pricing. While other retailers may offer similar products, The Pep Boys' overall package of quality, value, and convenience sets them apart.

Pros and Cons:

  • Pros: Wide product range, competitive pricing, excellent customer service, user-friendly website, loyalty program
  • Cons: Some oversized or heavy items may have additional shipping charges

Summary and Recommendation: Overall, The Pep Boys is a reliable and trustworthy choice for all your automotive needs. With their extensive product range, competitive pricing, and excellent customer service, they provide a seamless shopping experience. Whether you're looking for automotive products or services, The Pep Boys is a recommended destination.

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Contact The Pep Boys customer service

Phone numbers

+1 (800) 737-2697 +1 (888) 418-2298 More phone numbers

Website

www.pepboys.com

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