The Pep Boys
reviews and complaints

On April 18, 2008, my F150 broke down and was brought to a Ford Dealer who I had used previously used to repair my truck. Larry, the service manager at the Ford dealer called me and informed me that he pulled a code indicating that my EGR and PDFE sensor were bad but noticed that they were genuine Ford parts and had recently been replaced. I searched through my receipts and determined that Pep Boys had replaced both of them approximately 8 weeks prior.

I called Pep Boys and Ed, the Manager was not in. I left a message and was told he would call me back. At the same time, I confirmed that Pep Boys had replaced both parts, along with the hoses and that if they were defective, it was warranty work that they were responsible for. I informed them that my truck was at a Ford dealer and I would wait to hear back from them as this was WARRANTY work.

I waited a few days and didn't receive a call from them. I called back and once again was told that the Manager would call me.

He finally did call several hours later and informed me that we could do 1 of 2 things:

1. Have my truck towed to Pep Boys - I would be financially responsible for towing the truck. 2. Have the Ford Dealer do the repair and bring the defective part back to Pep Boys. They would then do an inspection of the part and determine IF they would file an insurance claim with their insurance company. I would be reimbursed from the insurance company for PARTS only and it was the PRICE of the parts that Pep Boys charged - not what the Ford dealer would charge me as they would be considerably more.

I explained to the Manager at Pep Boys that regardless of which choice I went with, I would be reaching into my pocket to pay for something that I had already paid for - either the towing or the extra cost of having the truck repaired AGAIN. He acknowledged my statement and refused to do anything else for me.

At that time, I had already been without my vehicle for days. I authorized Ford to do the repair but GET THIS; when I was on the phone with Larry, the service manager from Ford, he informed me that the reason why the parts went defective was because Pep Boys replaced the hoses with fuel injection hoses and because they are not heat tolerant, it caused the parts to "fry".

I immediately sent a complaint letter to Customer Service at Pep Boys. Never received a response to that complaint.

I waited a week and called the 1-800 number and filed a complaint and asked that the Manager, Ed from the store NOT be the one who called me back as I had "already been there, done that". They said it would be 24-48 hours before I heard back from someone.

I waited a week and called the 1-800 # back and was informed that Ed, the Manager was the one who was forwarded the complaint and he response was that "he offered to have the truck towed, free of charge" and that "I was seeking to have Pep Boys reimburse me for work that I elected to do elsewhere". I was FURIOUS!

I called another store and got the District Manager's phone number I left a message and he called me back a few days later. Same run around with him. He INSISTED that Pep Boys had offered to have my truck towed free of charge. I informed him of the BAD work that caused the parts to go defective and he informed me that "replacing hoses are not part of the job we do when we replace the EGR Valve and PDFE sensor". I informed him that it was, in fact, on my receipt and I HAD paid for those hoses. He offered to reimburse me for $130.00 - the cost of the repairs at Pep Boys. I explained that I had to pay Ford $260.00 to fix their error and that I wanted to be reimbursed for the $260.00 that I was now out. He refused and stated that I elected to have work done at Ford that was my choice.

I filed a complaint with the BBB. They forwarded it to Customer Service. I thought FINALLY I would have resolution. The Customer Service rep said that it was "being reviewed" and a determination hadn't been made AND that Pep Boys had offered to have my vehicle towed to their shop free of charge. This was after several emails and phone calls that went unanswered. I was angry and threatened to go to the Atty General of Massachusetts as there is a LAW in Massachusetts that Auto Repair shops MUST come good on warranty work within 30 days once they were made aware of the issue. She committed to sending me a check for $260.00 within 12 - 14 business days.

Guess what folks? I'm STILL waiting for that check, the 12 - 14 business days are now gone by and now my emails are no longer being answered. It is now July 17, 2008 and has been almost 3 months trying to fight with these people to get my money!

The REAL kicker -- Larry from the Ford dealer DID speak with the Pep Boys store in question and he was told that Pep Boys would NOT pay to have my truck towed. It's not just me folks, being a whining little snot. I have a credible witness to the entire situation and I'm ready to file suit against these scam artists.

Back in January of 2008, Ricky and I had our 1987 Pontiac Fiero GT into the above PepBoys location for a tune up. They did the tune up, and inserted a new alternator and battery, which seemed to be sufficient, but after this, the car would not start intermittently. In May of 2008 (Three weeks ago) we had the car back into PepBoys for the same issue, in which the car would not start at all. This was occurring especially in damp, rainy and/or cold weather, so we wanted this taken care of. They inserted a new battery and alternator again, but this time unbeknownst to my spouse and myself, they failed to install the battery properly, and we wound up having to take the car back into the same location 4 additional times! Each instance, they insisted nothing was wrong, because they were able to supposedly start the car. The problem was, that this issue was taking place first thing in the morning (At 5:30PM EST), as Ricky is trying to get into work, so we're getting frustrated over this. Upon the 4th time (June 12, 2008), Ricky is soo distraught, that I began to handle the matter, and when I spoke with the managers (Jose Gonzales and Mike Knowles) Mike did nothing but act condescending to me, telling me that they found nothing wrong with the car, telling me things like, 'the car is old', and that 'they don't make the car anymore', treating me like I'm a dumb female! I refused to be treated like this, so they relented to having the car in their care for the next couple of days. On Saturday June 14th, we receive 2 phone calls from PepBoys, (7:46 and 8:16 AM EST) but they fail to leave a voice mail message! When I contacted them again, I spoke with Jose, who informed me, that they had 'finally' found the issue, and that it was 'discovered' that the battery was not installed properly. Apparently, when they installed the battery (According to Jose) there was some type of felt/foreign object between the battery connector and the wiring. This resulted in the constant failure of the car to start first thing in the AM. Funny thing is, that when Ricky told them that he spoke with management on this, he told them that the Fiero Store stated this very thing could be the issue with the car, but they brushed him off. On top of all of this, when Ricky attempted to contact the store, he is told the manager is not available, and treated rudely. After getting 2 voice mail messages that were incoherent, my husband decided that I should be the one to talk with ANYONE from there. (Trust me, he's soooo upset, he might say something he doesn't want to.) I, being the diplomatic one (LOL) contact the store and insist on speaking with the department/store manager, and lo and behold, I get Mike, the very one who treated me like a dumb female! I proceeded to let him know how disappointed we were with the quality of service we received, the lies, the double talk, and that my husband will be getting the car as soon as our complex finishes the paving job they are doing. I further tell him, that we have reported him to the PA attorney general, and that they will be hearing from our lawyer.

Then, I hung up on him!

About 24 hours later, we get a phone call from the store manager, Jose/Joe or whatever he calls himself. He continues the bull****, but even has the nerve to add, that they had people working on the car for multiple days, up to 4 hours at a time, but they can't find anything wrong with it. He also acknowledges that we have threatened to sue them, and 'wants to make it right', to which I respond, 'Do your job!' I further tell him, that I found it very despicable to be treated like a dumb female, to which he apologized, and I named the culprit, Mike. I then mentioned how they damaged my husband's car, by breaking the key off in the trunk lock, to which he apologized, and replaced it, but I stated that it was still despicable. I also said that even if the electrical system is the issue, they should have people competent enough to handle electrical systems of cars like my husband's. I further said that if they truly want to make it right, to compensate us for the time we both lost from work (My husband 3 days, I one.), and also for the car rentals. He said that he couldn't promise anything, but if my husband came into the store, something could be worked out.

After nearly a week or more, I get a phone call from Dan McDonagle (?), who is the District Service Manager for this store. He proceeds to act very arrogant with me, he says that Jose and he had been in contact the entire time our car was there, (I found to be untrue, since if this was the case, I would have heard from him a lot sooner!), says that they "offered us a second opinion opportunity", but we said no, to which I responded that was NOT true, but I stated for them to "Do their job!", and I also said to him, that if/when we choose to seek a second opinion, it won't be from anyone they recommend, because it is suspect. I further tell him and Jose of the disaster that took place when we used their complimentary towing, in which the tow truck operator nearly wrecked the car! Finally, Dan further makes it sound like Ricky and I are lying about the situation, to which I responded that they were the ones not being truthful. I also stated to him and Jose, that the problem didn't start until AFTER the first battery and alternator were installed, and that we suspect inferior parts are being given to their customers.

Out of all this, the only person who has given us any real or honest information is a mechanic from another Pep Boys named Joshua, who mentioned something concerning a possible "parasitic short", which is slowly draining the battery.

These people are real idiots!

As of this moment, we have filed a complaint with the PA Attorney General's Office, and would love to hear from an attorney.

BEWARE OF THIS STORE!

Do NOT let this company scam you after offering a sale price. I have, repeatedly, put them on the line over the "miscellaneous shop charge" and have refused service once being told that they will apply it.

If people do not complain, they won't get rid of the charge. A sale price should INCLUDE the miscellaneous incidentals like a dab of grease, a little spring that is a routine part of the job, a bolt, etc... Nothing about the way they add this charge is ethical.

And why do we take this company's bull and still go back? Because they are one of the few who does service on the weekends when we are all off.

Let me also add that Pep Boys' labour rate is now flirting with dealership rates--I have gotten several DEALERSHIP oil/transmission/coolant changes that were LESS THAN Pep Boys.

Consider a change when possible. There are other operations doing walk-in service cropping up everywhere. Patronize them because they're most likely starving for some of Pep Boys' customer base.

I RESENT THE "MISCELLANEOUS SHOP CHARGE"!

Pepboys has to be one of the most poorly run companies in the auto industry. So here are some tips to avoid being ripped off.

1 - Don't go there

2 - Never go there

3 - Don't even think about going there

They sell a maintenance package for $39.99 which is only an oil change that you can get from Firestone or Goodyear for $19.99. The Pepboys maintenance package is a $9.99 tire rotation and a $29.99 oil change. Do the math: when you add that up, its less than doing the package services. How crooked is that?

Watching them in the service department is akin to watching sausage being made, you just don't want to see how its done.

This company is at the absolute bottom of the food chain in the auto repair industry. Get your cleaners and sale items there, but never let them touch your car.

Pep Boys gypped me out of $75 and I want my money back. I took it there for computer check because my engine light was on. I wanted to know what was wrong with my engine. They said they would put it on the "machine" and tell me what the matter was.

All I got for my money was I needed four new tires and I needed to replace my belt. I asked about the engine light. "You need a catalytic converter. We don't do that repair here."

"Well, what about my doom light that stays on or the car door 'open sensor' when all the doors or shut draining my battery. What's causing that? And I have to replace the coolant in my overflow tank. What's causing that?"

He just looked at me. And went back to where my car was.

Later, someone else came and told me my car was ready. On the way home, I kept hearing a ping under my hood. Checking up under my hood, I saw they left a rag. Next day I consulted another garage was I told I needed a water pump that's why I had the noise under my hood and was loosing fluid.

Pep boys personnel are not very courteous either.

About a month ago I went to a PepBoys store to buy an K&N air filter for my JEEP because a friend told me about its efficiency. I got the air filter and place it in my JEEP. Some weeks past and I buy another for my BMW and I notice it is purple so I ask the attendance in Advance auto if all K&N filters are purple? He said yes. I told him that I got one from PepBoys and it was white. He said that some body has change the filter and placed it in another box. So I went to the Pepboys store and they told me that since I throw away they receive and did not complain in time they could not help me. I ask to speak to the manager but he has been away from the store for some weeks now, so the assistance manager has my name written down so the manager will call me. After two weeks I am still waiting. This store is in Puerto Rico on highway 167, Bayamon.

This spring my wife and I planned a visit to Arizona. She took her 2000 Saab (70k mileage/well maintained) in for a safety check, advising that we would put on 1500+ desert miles. Two employees signed off A OK. The main radiator hose turned out to be old. The hose blew, car overheated, blown head gasket. Early end to vacation and $3, 000 in repairs and another $6-700 in transportation and car rentals. The certified mechanic in Tucson was livid, stating no way this was looked at and they don’t at least suggest a $35 hose!

When I went in to speak with the manager, get this: he tells me the Bureau of Automotive Repairs has forbidden them from recommending anything be replaced unless they can see it’s already broken! My long-time mechanic says that is nonsense. So we have to file a claim.

I have worked at Pep Boys now for 5 years, in 3 different Pep Boys stores in 2 different states. They are all the same. Customer service (aside from myself, of course) is just horrible. It's a joke. They do NOT care about their customers. The service department is even more of a joke, really. They ONLY care about MONEY! Probably because they are going broke fast. They will absolutely lie to you to get as much money as possible. They have even tried it on me, and I am an employee! Every last part in the store is very cheap & way overpriced.

Also, Pep Boys did not give ANY employees raises this year. Even the managers were not given any kind of pay increase. Employees who have worked for the company for 10+ years are quitting left and right. The CFO and the CEO both resigned recently. Even they know that the company is failing. I am 99% sure that the entire company will be history in the near future..

From the inside, honestly, go to Autozone.

I brought my px250 on 12/12/07 the first ride I had on it the lights came off, the next ride my turning lights stop working the right side then the left side. Three weeks later the bike stop run. I am not pleased with your bike. I call baja for help and all the people they had me call do not fix bikes. I need help getting it repair. [protected] the product is falling apart. The people you call like mike give you number that they have not us before bad service. I will not go.

When Dorothy Colbert hired me on July 27, 2007 in the Lakeland store, she said that I be 30-34 hours of week, if that was okay, and I said it was fine because I could work myself up. I been putting hours in the store, as you could look at my account when I clock in, I have over thousand hours because of the others cashier when they don’t come in. I think that this is not fair for Ms. Colbert to give me 22 hours when she feels like. We had a meeting last week, and I did ask her about vacation for part-time, which is in the pep boys memo, which is also said to speak to the store manager, which I did, and she was not professional about it. she said that part-time don't get vacation, she didn't even bother to look into the pep boys memo, which it state in the computer which I printing it out and show it to her, and she didn't wanted to hear anything about it. This is not a professional way to handle worker like that. We put the store together, not the store manager. We do all the work which they getting the credit, not even on the meeting the stated we do great job, it always negative. We have the store running, cleaning doing truck and etc. please look into this matter. Thank you!

I am not pleased with the service I have a Pep Boys. I find them to be rude and unhelpful to customers. While I was in line to have them fix a problem I already paid for them to fix, I heard one of them tell a little old lady that they do not have the record of installing her battery. He told her they don't keep records of work being done longer than 4 months. LIAR, LIAR!

I am having vibration problems with my car and took it to another car place to find out what was wrong because I was getting no where with Pep Boys. The other car place told me my tires were out of round and still had good tread, so I should take it back to where I got the tires and get new ones. (FYI - This place did not charge me a DIME to look at my car.) I take it to Pep Boys and after waiting TWO HOURS they tell me they can't find anything wrong and send me on my way! What frustrates me is knowing that I will be going back there tomorrow when my car starts vibrating because my tires are OUT OF ROUND and they didn't replace my tires or take me seriously!

I have been buying tires from pep boys since 1968.I own 4cars and 4 suvs. When I went in to buy tires for my suv I was told that I had to buy the road hazard warranty (a new policy of pep boys). If you check your records I have only brought back one tire because of a defect in 40 years. I went to Americas tire co. and bought 4 tires with no problems about the way I buy tires. Hesperia Ca. and Victorville Ca. stores. I would like to buy your tires with no extra costs added on. I also buy parts for these vehicles at pep boys.

F150 towed to Pepboys store 697 in Albuquerque, NM because entire right front brake was destroyed.

First thing Asst Mgr Abel Nevarez asked what is wrong! "Give me some parts so I can enter the order." After order entered mechanic went and put down all needed parts. I also asked for an alignment.

Job promised at 1:44. Done at 3. Reasons: waited for long time to get a tube from another Pepboys store in Albuquerque. Had to be reminded about the alignment.

Assistant store manager did nothing. They have NO managers.

Never again to that chain. Website is down.

I went to Pep Boys to have my brakes and my belts checked. I sat while a "mechanic" took of my wheels (he has on his earphones -how was he going to listen for the noise that I had reported?). He took off my left brake pad and said nothing. He went to work on another car! I sat there for 3 hours before I could get an update on my car. Then they said my alternator sounds like it is going bad -WRONG! These guys were not focused at all Nd they seem tired and could have really crewed up something!