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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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11:49 am EDT
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The Pep Boys a good place to throw money away

I've just now read a lot of the pissed off at Pep Boys reviews. What can I add. I only wish that I'd read them before wasting money on a repair that wasn't necessary. The only thing that I can say about Pep Boys is that it's a good place throw money at pretend mechanics on your way to hiring a competent one.

My problem was a stalling car. It seemed like a problem that even the most amateur mechanic ought to diagnosis. After spending $140+ and making two trips to have them correct the problem they suggested that I take it somewhere else. The car of course broke down for good a few blocks after leaving Pep Boys. Then I had to pay for a tow to my dealers on top of the actual repairs on the fuel pump. You'd think that even the stupidest mechanic could check the fuel supply when the car stalls. Well, I now have a new set of plugs that probably weren't necessary. Maybe changing plugs is the only thing they know how to do.

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hackeractivist
Philadelphia, US
Mar 17, 2009 2:21 am EDT

pepboys has so called mechanics that are not even "ASE" certified. they hire back yard mechanics and have them work on your car. people look in any search engine in the internet and you will see how many people have complian about this company and their mechanics. don sorry you were a victim of this company dont worry they will soon go under, dont worry im making sure of that.

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6:53 am EDT
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The Pep Boys scam

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.

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kneeley
Colorado Springs, US
Mar 27, 2010 12:55 pm EDT

They attempted to tell me that I needed $1, 200 in repairs. Fortunately, I didn't believe them and took my car somewhere else. The new technician said that there was nothing wrong that they suggested. I only had to pay $80 for an alignment. I know they tried to rip me off because I am a woman! Terrible business Shameful practices!

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lady B
, US
Sep 29, 2010 1:54 pm EDT

First the service department told me I needed an intake valve and cover. They could do the job for a mere 800 dollars...Ok that seemed like a lot of money and I wanted to discuss it with my family first since I was recently widowed and this would be a lot of money for a woman on a very fixed income...My family agreed and since the car had been running hot I decided not to drive the car but to have it towed to prevent any other damage. The truck hadn't been there long when I received a phone call from the service department advising me that now I needed a complete NEW engine...I had no choice but just to tell them that I would send my tow company of choice to bring it home...I spent two months worrying about what to do next. A friend and neighbor of thirty years suggested I take it to a local place that he used for his and his wife's car and truck. Again I had it towed in to prevent further damage. I was so happly to learn today that the only problem with my truck was that it needed a new themostat, seal and cover...cost with labor 355 including tax. Your service department saw a widow and tried to take advantage. SHAME, SHAME! I always reccomended Pep Boys in the past but never, ever again. THE TOWING BILL ALONE JUST TO AND FROM WAS 80 DOLLARS. You have lost a good custmer and a good recommendation.

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Peggy M
, US
Oct 11, 2010 5:25 am EDT

I took my car to Pep Boys on Evergreen Way in Everett WA. I made the appointment a day ahead, I dropped the keys in the box the next morning, I called after they opened at 8:00 to check in with the service department and when I went to pick up my car after work, they had not attended to it at all. The keys were still in the drop box. I'm beyond pissed. I missed a very important appointment I went out of my way to take it to them in the first place and there is absolutely no excuse. It is just very poor customer service and I will never darken their door again.

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subieboy1
Ronkonkoma, US
Sep 30, 2010 8:18 pm EDT

how the hell do you disable all those system and cause all of that through a 20 amp fuse, you sir are an [censor] thats why they denied you of that i work for pepboys as a service wirter and when you start with that [censor] i get pissed off, btw the code pull gives you a code and a definition a diag is 100 bucks because you want a technician to diagnose your car labor isnt free, so if you want it fixed pay for it

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Laura Cleary
Laguna Niguel, US
Sep 29, 2010 3:19 pm EDT
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Sorry that I forgot the link to file a complaint w/ Pep Boys...www.pepboys.com and follow the link...

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Laura Cleary
Laguna Niguel, US
Sep 29, 2010 3:12 pm EDT
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I am having an issue with them also, and do intend to follow thru with the corporate office, address lited below...Some legal advise would not hurt either...Good luck, and if you want to start a class action suit, I'd be willing to see who would want this case...Let me know.

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tsf124
cranbertry twp, US
Mar 20, 2010 1:53 am EDT

robert ... your the only 30 year master jerk tech... who has the best knee pads pep boys can supply.. and i'm sure there wearing out by now...if pep boys does bend over backwards...you are right behind them... tell me this master.. how can pep boys do a free diagnostic test with the engine light on and not charge you nothing... FREE TEST... then charge you 100.00 dollars for a driveability evaluation ... Quote..."CHECK ENGINE LIGHT ON"... pepbboys print out reads...code EGR INSUFFICIENT FLOW DETECTED... DEFECTIVE EGR CONTROL SOLENOID .. RECOMMEND DEALER.. this general coment on their invoice was added after... they blew two... 20 amp fuses from their simple diagnostic test to clear the engine light... and pepboys did disabled the ...TSC... TRACTION CONTROL SYSTEM... and disabled the following... THREE HEATER CIRCUITS.. TWO AUTOMATIC TRANSMISSIONS CIRCUITS... now the car wont shift into gear without slamming reverse and drive... TWO SPARK PLUG VOLTAGE DECTECTION CIRCUITS MALFUNCTION... (LEFT BANK ) and (RIGHT BANK).. WHATS THIS SAY... excess gases exiting the header engine exhaust at the motor..

STILL GOT YOUR KNEE PADS ON.. HOPE SO... this is all from the dealer... SPARK PLUG VOLTAGE DETECTION... MODULE RESET CIRCUIT MALFUNCTION ... on the the and left right bank... as above pepboys tried to cover this up.. as the dealership showed these codes... pay attention master... this was caught by the dealer... SPARK PLUG VOLTAGE DETECTION MODULE RESET CUIRCUT MALFUNCTION...PEP BOYS TRIED TO RESET THEIR CIRCUIT RESET MALFUNCTION... ALL DOCUMENTED ON THIS PAPER... BOTH FROM PEP BOYS AND THE REPUTABLE DEALEASERSHIP... OHHH SO NOW YOU NEED THICKER KNEE PADS ... UNREAL... YOU;LL GET EM IF YOU ASK.

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robert
New Bedford, US
Feb 08, 2009 12:18 pm EST

sorry nice try but you or someone dosent know what there talking about, a faulty dpfe will not cause you car to stall or be a no start, a stuck egr will cause a stall or poor idle but on a ford the dpfe is only to tell the pcm of actual egr flow, an incorrect hose will break down and may clog causing a dpfe code or even plug the sensor and NOT ruin the valve in any case you should have been able to DRIVE to pep boys and get it fixed at most likely no charge, pep boys bend over backwards and then some to make customers happy, even some fraudulant complaints, if they refuse to make it right than you arnt escalating the complaint or totaly dishonest. rj, ASE Master tech, 30 years in the business and works for PEP BOYS

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3:47 am EDT
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The Pep Boys beware of pep boys store# 33

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!

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Repairgod
Lancaster, US
Dec 04, 2009 10:13 pm EST

First of all, you have a pontiac fiero that hasn't burned itself to the ground?! Bravo I guess.
Second, the felt washers that were installed come as part of a Pep Boys battery installation package...you can not decline them, and the service writers can not remove them from the work order either...and they CAN NOT BE USED on a general motors side post battery with factory terminals...ever...but you'll be charged for them regardless.
As far as Pep Boys having compitent technicians, I can speak from personal experience that because of the constant pay cuts and lack of respect for good technicians...the really good ones go elsewhere for employment.
So..Find a shop with people you can trust and stick with them forever, the corporate stores are not a place you will find the best qualified technicians.

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5:59 am EDT
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The Pep Boys “miscellaneous shop charge” is a scam

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"!

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Camo avalanche
Port Orange, US
Jul 13, 2022 5:40 pm EDT
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I had the same issue with some surprise shop charges occurring on my bill I was able to resolve it by talking to the manager however the next time I will certainly ask for a written estimate including all fees and taxes so I really understand the bottom line price I also have to complement the personnel at Daytona Beach Pep Boys they are really awesome with customer service including the manager AJ and the service reps Adam and dream they were just outstanding

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HiddenCharge
, US
Oct 31, 2018 11:14 am EDT
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It is a hidden charge, added after the service is complete. No where is the customer informed about the shop fee charge. We went in for a 3 year alignment and with that comes a $20 coupon. After signing the key pad and receiving the paperwork I noticed a $13.50 shop fee charge.

In addition, the 3 year alignment warranty is 3 years/36k.
The tech wrote 109, 000 and our vehcile has 129, 000 miles which means I only had 16k left the minute the alignment. The staff acted like it was very complicated to correct the mileage.

This particular location needs to be investigated with an undercover team and exposed.

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Kelly Parker
, US
Oct 24, 2017 2:12 pm EDT

I'm pretty sure that my first business with these boys, is my last. They charged me $35.00 "Misc shop fees" for replacing and alternator. When asked about the Misc supplies, the response was that it was "just things...I can not exactly tell you what..." They didn't back-up my system with a keep-alive battery, thereby rendering all computers(radios nav, etc. useless). Now they are telling me that they have to get a special computer into their office to resolve those problems...another 5 days. What a bunch of [censor] and incompetents. ... Never again!

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Donna Jean Florio Burger
, US
Jan 16, 2016 2:56 pm EST

I also took my car for a Strut replacement. They quoted me a price of $343.00 for one side. When I went to pick up the car they had added a $35.00 shop fee. I realize a company needs to make money but incorporate the extra charges into the repair. Pep Boys will make the extra and the customer will be satisfied. I hope someone at Peps Boys Corporate will read this.

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Stevepg2000
Princeton Junction, US
Jun 20, 2011 12:56 pm EDT

I had the same thing happen to me plus they tried to add additional work. I had dropped my caroff for front end brake work(pads and new rotors) they quoted me $311 plus tax. When I went to pay they charged me 24.95 shop charge which they never mentioned. They explained that all stores do it, never in my life did I ever see a charge like this from STS or Midias. What ever the quote was it what was charged,
In addition the service rep commeted that I need rear brakes and rotors ASAP the pad are down to the medal. The next day I drop the car off at midias for a rear brake inspection, there remarks were the pad are at 60% used and the rotors were fine. So PEP BOYS was looking to charge me $189 for work I did not need
In short I would never go back to them, nor would I recommand them to anyone

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DamnYank
Matthews, US
May 13, 2011 3:37 pm EDT

I recently went to the Pep Boys in Matthews, NC to have my oil changed. The only reason that I even went to Pep Boys instead of my usual place is because I received a coupon for a $17.99 oil change. After the oil change was completed, I handed over my coupon and when I went to sign my receipt, I noticed that the total was over $21.00. A closer look revealed a "shop charge" of $2.05. Nothing itemized to indicate what the charge might be for, but just a "shop charge". It just so happened that there were several other customers in the lobby, so I decided to raise some hell.
I asked the clerk what the charge was for and he said it is a standard charge for all services. I looked around the room and said to him, "I don't see a sign indicating that there is a shop charge fee."
He simply replied that they charge everyone that fee. Well, I had an audience so I took the opportunity to turn around to the others in the lobby and proclaim, "Is this fee fair? Or is it just another way corporate America rips off the people. I came over here to get my oil changed for $17.99 plus tax, foregoing a trip to my usual place, which charges $21.99 and rotates my tires for free. I mean, I was going to rotate my tires myself to save a few bucks, but instead, I get cheated."
About that time, a lady stood up and said, "Am I being charged a shop fee too? I have the same coupon?"
The clerk nodded his head yes.
The lady said, "Well, you can just give me my keys then. I'll go elsewhere."
As he was getting her keys, another many stood up and waited for the clerk to return and he too asked for his keys.
I left feeling like I got my money's worth. I cost Pep Boys two customers.
People, don't let businesses nickel and dime you to death. Stand up for your rights.
And don't go to Pep Boys!

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The Pep Boys bottom feeders of auto industry

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.

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steve smith
,
Aug 20, 2008 6:04 pm EDT

Pep Boy's employes stink as bad as Manny, Moe & Jack. But their stink
seems worse in Northfeild, N.J.

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The Pep Boys Terrible quality of products

Purchased A Torin 3ton garage combo set (floor jack and stands) on 1/6/08. Got it out over the weekend to use for the second time and it went up but couldn't get it down, had to use pliers to turn the release gear. This is very dangerous. Someone could get hurt or killed with this thing. Took it to the Store and was offered a cheaper jack as a replacement, refused and was told it's your problem then, we do not do refunds or exchanges after 90 days. Asked to see that in writing and never seen a thing. Then manager showed me a 11X11 inch sign with small print mounted up under the side of the counter. When asked how costumers were supposed to see that, never got an answer. Told manager that Auto Zone, Advance as sorry as they are Advance that is, print return policy clearly on the receipt. Will never do business with this company again, they will not stand behind the products that they sale and seems they have a reputation for ripping off the customers.

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Reviewer70516
,
Nov 05, 2015 11:57 pm EST

Your manager " STEVE " on Joppa Road [protected] / Parkville, MD 21234 ) yelled at me tonite disrespectfully inside the store. I will take my business elsewhere. He was rude to me. I don't appreciate it.

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The Pep Boys they gypped me out of $75

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.

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The Pep Boys don't use them

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.

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The Pep Boys safety check? hah!

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.

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The Pep Boys Cheating

I went to Pep Boys early in the morning today (June 3, 2008) for my Honda Accord service for oil change, transmission flush service and timing belt service. First of all, people seemed to be very lazy there. They would not give an estimate for 3 hours, while I was waiting in their dirty "Lounge". Then I realize that they charged more for all their services after I called Honda dealer in the area. However, on their sign, they put their prices can beat any competitor’s price. So I had the guy at the counter to talk with Honda dealer. The guy took the number from me and placed the call in a different room. I do not think he even called the dealer. After wards he told me that their services were more than the dealer was offering, that is why they are charging more. By the way, according to dealer, the most expensive timing belt service is $650, the pep boys were charging $850. How much more can Pep boy do which will be superior than the dealer? What a joke! They are pure cheating and lying.

Make sure not to go to their shops for your car service. I was burned and will never go back.

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Vicoletta
Lakewood, US
May 05, 2013 1:21 pm EDT
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Interesting that when I searched for problem stories regarding Pep Boys, this came up first and it had to do with the same exact Pep Boys location that I had a problem with. I lost brake power when exiting the freeway one morning. I had just had my breaks inspected and repaired at my mechanic in Long Beach two days prior (new front brake pads and turned rotors & adjusted back brakes). Since I was right near this Pep Boys, I brought it to them to figure out the problem and went to a nearby cafe. They called me about 40 minutes later and asked me to come by... they had found the problem. First they said my battery was dead and they had to jump it to get it into the repair bay. I had never had a battery problem before this. Then they said that hydraulic fluid was leaking onto my back brakes. The solution they recommended was a new battery, new wheel cylinders and new brake shoes. The brakes alone would cost over $300. Long story short, I had it towed to my mechanic, he and I looked at the back brakes and there was absolutely no sign of leakage and the brake pads were fine. He replaced the master cylinder (the actual problem) and the hydraulic cylinders on the back brakes because they were old. It cost me $168. I have not had a problem with my battery to this day. Watch out for this and other Pep Boys!

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The Pep Boys None delivery after payment, vehicle still did not start

Failure to deliver services on payment. Vehicle was delivered to Pep Boys Shop on 17 May 2008 via tow. Tower (Mike, not sure of name) was informed vehicle running hot as well as not currently starting, hence the tow. Called to check status of vehicle on Sunday 18May08, shop informed that will not begin repairs until Tuesday. Pep Boys called Tuesday 20May08 around 4pm to inform us that the vehicle was ready for p/u. Called in credit card payment via phone around 6pm. Was then informed I could pick up the vehicle, was unable to because of work at that time. Attempted to p/u the vehicle after payment was made the next day 21May08. Called around 11pm and spoke to Service Advisor (Frank Yarwood), he assured me that the vehicle was starting, radiator/thermostat installed, and repaired hoses. Frank stated that vehicle ran for nearly an hour with no issues. Arrived around 1pm via the bus to pick up vehicle. Shop was unable to find key to my vehicle for nearly 10-15 minutes, after key was found vehicle did not start assured via telephone by service advisory vehicle would. Vehicle was then jump started with intent to send me off with vehicle after it did not start as I was told it would. They then told me I would need another diagnostic/electric ($94.99, original diagnostic performed by Hank Villa) test after vehicle was paid for and did not do what was promised upon service delivery. Attempted to get a discount battery to attempt discovery of issue, why it did not start. They wanted to impose another service fee and charge including diagnostics before checking starter and alternator. They refused to do the work that I was guarantee prior to p/u. I feel that my vehicle was paid to be in a running condition after repair. Refused to help after 30 minutes of waiting and did not receive payment refund, vehicle still awaiting repair at shop.

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The Pep Boys Terrible experience!

Had my car towed to Pepboys to have oil filter removed and to have them change the oil. I had already drained all of the oil from the car which is why I had it towed. I could not get the oil filter off, because it was seized on. I told the desk clerk to tell whoever, not to start the car because there was no oil in it. When I returned the next day to get the car the oil filter had been replaced and new oil had been put in. However, When I attempted to drive the car to work the next day the car was knocking and the further I drove the worse it got, so I returned it to Pepboys and suggested that the mechanic must have driven the car from the parking lot to the bay with absolutely no oil in it. They denied this, but the mechanic did look at the car and said that it was a little over filled with oil and yes it indeed did have a knock, but he could not do anything about without a supervisor approving it. The acting desk supervisor, James Ferrette told me that it was my problem and that they could do nothing about it, and that I must have brought the car in like that. So, I had the car towed by the same tow driver to the Saturn Dealer to have the car checked out and wrote a letter of complaint to the Office of the Attorney General. I am some kind of mad with pepboys customer service.

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The Pep Boys Bad water pump killed my engine

April 26th: I woke up to take my truck to Pep Boys so they could see what the problem was with my truck over heating. I went outside and looked under the truck to see if any fluid may have leaked from the truck to give me some indication to whether or not there was a problem. Upon inspection there were no signs of fluid on the ground; I started up the truck and drove it to Pep Boys (4155 S. Jones Blvd, Las Vegas, NV 89103 (702) 362- 3833). I was met by Quinton, I explained to him the situation and he said that he would have one of his service guys check it out. I saw a gentleman working on it and doing different test (he had a blonde flat top) he then told me it was the water pump. I went back and spoke to Quinton and said they would go ahead and change it out and would be ready that evening.

I went back to Pep Boys between 5 and 6pm that night and they told me that the water pump they had put on was defective and that they needed to get another and would work on it Sunday the 27th of April.

April 27th: I called up to Pep Boys to find out the status of my truck; I spoke with a lady by the name of Michelle who told me she sees the ticket and will start working on it as soon as the workers clock in. I went up there about 9 am and spoke to a worker who informed me that the original guy who was working on my truck called in sick and that he would work on it. He told me he was putting in a water pump and that's all the paper work stated to him. About 430 pm I got a call that my truck was ready for pick up. I went to get my truck and then took it across the street to the car wash. Stayed there for about 40 minutes and then head towards the house to pack up the truck and head back to Los Angeles.

As I headed down Jones to the 215 I notice the needle starting to go up, so I drove a little further to see if it would level out. I called Pep Boys and spoke to Michelle and explained to her that the temperature was going up and I thought you guys fixed it? She said they did but she doesn't know why it would be going up. I told her that I needed to bring it back so they can fix it; I got off the freeway to let it cool down and got back on to head back to Pep Boys. I got back on the freeway and the temperature gauge was on the red and shot back to the middle; when that happened I lost power to the engine, the rpms started to drop so I pulled to the shoulder and opened the hood. After opening hood I saw that coolant and water was all over the place, I looked down at the radiator and saw that the lower radiator hose had come off. I then called Pep Boys and explained to Michelle what the situation was and what needed to be done. She explained to me that they were about to close and that they could not wait around and receive my truck. She gave me a number to their tow service; and they came within 30 minutes. He looked under the hood and said it looked like they didn't tighten the hose back up which caused the problem

We towed the truck back to Pep Boys and when we got there Michelle and some of the other workers were just coming out. I asked could we put it in the bay and she explained that they were closed and could not accommodate me at that time and that I would need to leave it in the parking lot.

April 28th: I went to Pep Boys that morning (missing a day of work) and explained the situation to the manager Bill Cherry; he said he would have his guys look at it and see what they can do. I sat there for 2 hours and looked in the bay and my truck was not there so I asked him were they finished and he said that they had misdiagnosed my truck and that it was not the water pump. I asked him so what did they intend to do to right there wrong; I explained to him that it was drivable when I brought it to them and now that they worked on it, it is bad. He said that my engine was made by Mercedes and he is not sure his workers could work on it or even had the tools to work on it. I told him that they needed to correct the problem and all he said was that he could give me back my money and for me to work it out.

He gave me back my money and I asked him to have my truck towed to the nearest Dodge dealer. Got to Dodge and spoke with the service manager Jim Hagar and explained to him the situation. He said he would take a look at it and see what the problem was.

April 29th: Frank called me and told me that the engine was gone and that it needed to be replaced. He also said by Pep Boys working on it and causing damage they had voided my power train warranty. He told me that the cost of such a repair would be $8400.00 and that I would have to pay it.

May 1st: Robin Saunders, area manager from Pep Boys called me to find out what happened; I explained to him the situation and gave him the contact names of the people at Dodge.

May 2nd: Robin Saunders called me back and said that he spoke with the service manager at Dodge and said Pep Boys is not at fault. I thought that was a poor investigation, so I called Jim Hagar and ask if he spoke with a Robin Saunders and he said yes. I asked what did they talk about and how long did they speak? He said, we spoke for about 5-10 minutes and Robin Saunders wanted to know if an 8 cylinder truck could run on 4. I said, is that it? and he said. Yes, that's it. I called Robin Saunders back and it kept going to voice mail and still to this day no call back.

May 12th: Frank from Dodge called me and said he had a little bit of good news. He said they put the engine in and test drove it and the temperature started to go up again so they switched out the thermostat. After doing so they test drove it again and the temperature started to go up so they brought it back and changed out the water pump. They test drove it and everything was fine. He said theY inspected the Pep Boys water pump and found that the impeller on the back side of the pump was damaged. That is what keeps it cool and water flowing. I asked him was that the result of the engine failure, and he said yes. I then called to Pep Boys cooperate to reopen this case.

May 14th: Called Pep Boys today and the situation is not resolved. They said it would escalate it to the Vice President of the district.

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another pi#$ed customer.
Mullica Hill, US
Feb 23, 2014 7:49 pm EST

A Pep Boys installed water pump killed my engine after 22k miles.
Lifetime warranty is BS when it kills youe engine.

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The Pep Boys the truth from an employee

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.

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Jane Doe
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Nov 30, 2008 7:24 pm EST

Employees are treated bad. Employees get the blame for what other employees do.
A hard worker employee gets fired to keep the bad guys...
Do not use the service center for your carshop at pep boys and don't work for the company...

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steve jobberson
,
Jun 08, 2008 11:22 pm EDT

You lie! I got a raise! i was the only one in store who got one! ha! And go to advance, not autozone.

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The Pep Boys bad service information

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.

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The Pep Boys my bad experience with them

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!

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The Pep Boys they do bad work

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!

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The Pep Boys I can't buy tires without buying a hazard waranty

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.

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The Pep Boys incredibly bad brake service

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.

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The Pep Boys Rebate receipt lost, then no help

I purchased an oil change (with the assumption that I would get a $10 rebate). When I sent in the rebate with the sales receipt they wrote back and said they didn't get my sales receipt. The rebate form said to make a copy of the rebate form, which I did - but not the receipt - but the copied rebate form had a samll portion of my receipt copied on it (the bar code and #) since it was stapled to it. But that wasn't good enough for them. I called my niles, oh store and they said they could not give me a copy of my receipt either. So I overpaid (they were not cheap) for an oil change that I would have went elsewhere for after getting their price. So now I get mailings from them for sales (ya right) and have written 2 different places and made a phone call to get off their mailing list - but am still getting their mail - isn't their a law against this?

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sally
St Augustine, US
Jan 17, 2009 8:28 am EST

I purchased 4 tires for which I will get 60.00 back in rebate, I sent in my form and receipt, few weeks later they sent me a card saying that the tires I purchased did not qualify for rebates. There is a phone number to call but every time I call they keep me waiting for over 30 minutes and after that the phone calls just die, or even worse, as soon as the phone is picked up, the call is drpped, is very frustrating to deal with this so call "customer service" We are loyal customer of this place but none anymore if they do not solve my situation. There are plenty of other places were to shope.

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A Swisky
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Apr 21, 2008 2:01 pm EDT

Unfortunately, very few states have protection against this sort of bait and switch. Go ahead and make a complaint with your state Attorney General office. Send them a copy of everything you have. The best way to get back at these businesses who defraud their customers is to complain. Too many people just write off the loss.

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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Website

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