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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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3:55 pm EST
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The Pep Boys taking advantage of customers

About two months ago my Daughter took her car to get check out, she had a hispanic male help her out (Jose) he then began asking her all kinds of questions and information about her, after telling her what was wrong with her car he then asked her if she would rather him and his friend work on the car somewhere else besides PEPBOYS so she would not "have to pay alot of money" she said ok but then he told her what exaclty to tell the guys at the front desk when they asked if she needed the job done for her car he told her to say no and they would get the parts she needed and fix her car. Are they stilling the parts and making money from customers, he then told her how pretty she was and thats when my daughter got scared and decided to go and not come back. Why does Pepboys hire that kind of employees? Is pepboys doing a good job at running backgrown checks on their employees. So please if you need to go to pepboys pick another store or if your a jung lady please be very careful and dont go with them, you never know who these people are. Because I dont have anything wiht mechanics making extra cash on their own time but stilling from the company and stilling the companys customers does not say anything good about PepBoys employees so how can you trust your car to this people. Reading another web site about complains on PEpboys I notice another girl had gone thrue the same situation and it makes me wounder, how many times they done this. Come on Pepboys be more professional.

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9:26 pm EST

The Pep Boys customer service

Raymi Santos
Warwick RI 02888
[protected]@gmail.com

November 25, 2008

To:Jack Ajoyan Service Manager #196
[protected]@pepboys.com

I have, this evening, visited the Pep Boys Service and Parts Store at 375 Quaker Lane in West Warwick, Rhode Island. The intent of my trip was to purchase and install four brand new tires on a vehicle that I have recently purchased. Unfortunately, I cannot say that the experience was a good one. From unprofessional and rude employees, to delayed service it was more of an incident than an experience.

Upon entering the store two of the associates, claiming to be managers, were yelling derogatory comments towards each other across the storefront between the service desk and the registers. Not only were they being rude to each other, but they did this whilst another customer stood between them waiting to be assisted. After this episode, the associate at the service desk apologized to the customer and discussed the reason for his visit. Additionally, there was a mechanic sitting at the service desk eating his dinner in front of customers.

After nearly fifteen minutes of waiting to catch an employee’s attention at the service desk, I was able to discuss the situation that I needed remedied. I have recently purchased a 1998 Mercedes ML320 and needed four new tires as the ones on the car were bald. As I know little about how to purchase tires for such a vehicle, I consulted the associate who answered my queries with “I’ll help you in a second” and then proceeded to pick up the telephone.

Because it was obvious that I was not going to be helped any time soon, I made my way to the tire display area and proceeded to look at what tire I thought may be the ones I needed. I had written down the measurements of my current tire (265/50/R20), but the closest I could find to this was a tire measuring 275/55/R20. I asked the service clerk, Steven Ronci, if this would fit similarly or if he had any other tires with the measurement I needed. Steven assured me that the tire I had selected would fit, and proceeded to write up a work order slip. He advised my partner and me of the price, including labor, to have it mounted to the car, and quoted a time expectancy of one hour and fifteen minutes for the job to be completed. At this point it was five minutes after six o’clock pm, and Steven assured my partner and me that he would have this completed by seven thirty.

My partner and I left for a short period of time to grab a bite to eat, and were back at the store at seven o’clock. The automobile was in one of the bays, but had not yet been put up on the lift. My partner and I sat down in the waiting area. Within nearly ten minutes after we were seated Steven went outside to look at another customer’s car, and a mechanic named Stew stormed into the storefront. He was cursing under his breath and yelling for Steven. When he was advised by yet another customer that Steven had gone outside, he flung the door open and went to find him.

Minutes later my partner went to use the ladies’ room and Steven came back into the storefront/waiting area. While assisting another customer Steven was verbally assaulted by Stew who had hurled the door to the garage open so hard that it slammed into the sheetrock wall next to it. At this point Steven followed Stew back into the garage area and the two ensue to argue. Stew and Steven both slammed the door open and shut several times over the course of ten minutes. There was one point where all of the customers stood up from the waiting area and went to the observation window because it sounded as if the two men had come to blows. Mind you, this all occurred whilst a “manager”, Tony, stood by without saying anything.

At this point, disgusted with the display of brute force and poor customer service, I advised Steve that I no longer wanted my tires changed there. I asked him to please have the new tires taken off of the rims, and to return my keys. He advised me that this was “fine” as the tires “didn’t fit” the SUV anyway.

After my partner returned from the ladies’ room we witnessed, over the course of the remaining time, Stew and Steven continuing their argument. Stew, several times cursing and speaking in menacing tones while pacing back and forth between the mechanics’ garage and the waiting area. By the time we left, it was 8:22 pm. This is almost a complete additional hour from the time we were quoted. Not only this, but as additional customers entered the facility they were apologized to, and advised that the tire machine had been broken the whole day and their vehicles would take a little while longer to fix.

At no point in time was this mechanical difficulty relayed to my partner or me. We waited for almost three hours to have a simple procedure done to an automobile. Also, during the entire time, only two of the tires were taken off of the vehicle because of the constant arguing back and forth between employees and supposed managers. I am not placing blame with only these two individuals, but with the entire staff as not one person took responsibility or the initiative to handle the out-of-control situation.

As a customer and a person I am revolted and dismayed at how your company treats their clients. We come into your stores expecting to be serviced to the best of the employees’ ability and with courtesy and professionalism. I can say that none of these qualities were displayed by your associates tonight. This is the most horrible experience that I have ever encountered anywhere. I sincerely think that you should reconsider the value of these employees, and whether they are worth losing customers over. They seem to have severe personal differences, and anger management issues that intimidate, scare, and belittle their coworkers and your customers.

I will, from now on, take my business elsewhere. This company claims to “[pride] itself on providing the best customer care and highest quality work available anywhere”, and having “fully trained, ASE-certified technicians [that] provide sophisticated, professional, and highly technical auto repair and automotive maintenance services, using state-of-the-art computer diagnostic equipment, seven days (and six evenings) a week”. I’m sorry to say that this is a blatant lie. The company claims to have the best prices anywhere, but I would rather pay double or even triple the price to be treated with more professionalism and decency.

According to the Pep Boys website, “Taking good care of [your] customers and earning their trust is the cornerstone of [your] business”. I’m sorry to say that you’ve failed, and this “cornerstone” will lead your foundation to crumble.

I expect to hear from a Pep Boys representative as soon as possible. I am not looking for anything free, or for any services. I simply want to advise you of the mishandling, and to suggest that all of your employees be retrained – if not replaced.

Sincerely,

Raymi Santos

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3:54 pm EST

The Pep Boys dishonest

I have gone to Pep Boys many many times over the years and in several different parts of the country. In Lakeland Florida, however, I am appalled at the dishonest or incompetent treatment I have received. My first visit had a questionable item, a few questionable items when my wife went there, but the last visit is unquestionable. This is store #118, visited on 11/14/2008 at 2:00pm in Lakeland FL.

My wife and I brought our cars in there for an oil change. The first problem was they were charging me $40 additional for synthetic oil in a Toyota Tacoma - I let that pass. They charged for 6 quarts when the engine only holds 5 and no lube - this is a '99. When she got in the unlocked car there was oil on the steering wheel and door.

In my car (2005 Caravan), he said he put in 6 1/2 quarts! I've had many oil changes and none ever took more than 5 quarts so I finally complained and received a refund for 1 quart. However, the total still came out to over $37.00 (was supposed to be $32) and I'm not sure that it was lubed as instructed (installed fittings). When I went to my car, the window was down and doors open with a $500 GPS unit thankfully still in there.

A couple minor items came up like needing a brake oil flush (after 20, 000 miles?), nevertheless, I went there expecting to spend $64.00 less $26.00 in rebates that I was quoted in a prior phone call and left spending $109.00 although one car did receive the synthetic. (Dodge - $42.67 less $3.99, Toyota - $71.10)

Perhaps an investigation of Pep Boys is appropriate as was done with Jiffy Lube about a year ago, I don't know, but I do know something is not right there and I have to find another facility.

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9:01 am EST

The Pep Boys battery warrwnty

Back in 2007, I purchase a Optima Batteries, Model #9083561, Part# 75135, for 2001 BMW (330ci).
The battery has a 3 years, free replacement warranty. The manager said the battery is not in the
system. I dont keep receipt for my company Baums Service Center Inc, 727 E 26th St., Norfolk, VA
23504, on hand for all the products I order from Pep Boys. I have never had a problem before.
(Work# [protected]). (Home #[protected]). Thank you.

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Bob the Tech.
,
Nov 09, 2008 6:03 pm EST

It is your responsibility to keep your records...not theirs. They do this to assist you. It's not required. It is easier for you to keep track of one reciept than it is for them to keep track of thousands.

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2:46 pm EST

The Pep Boys poor quality parts

After buying a new water pump and a new radiator from them, then having to replace the water pump twice and the radiator once, all within a three year time period, and paying about $560 in labor for them to replace these same parts over and over again, I'll go elsewhere from now on...seems they supply poor quality parts that don't last very long.

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5:54 pm EDT

The Pep Boys overcharging for services

I went to pep boys to have my car serviced. I was told that it would cost one amount and I told them to fix it. A couple of hours later I was told that it would be over $100 more. I was really infuriated. I have given them a lot of my business but I feel like I have really been taken for a ride. I will not go back there again for any of my cars and I feel that they should give me a refund for that over charge of $100. Please get back to me about this. I will take this to a higher official if I need to.

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markdd
Nashua, US
Mar 13, 2010 3:28 pm EST

Whenever my kids go to PepBoys in Nashua for an inspection there is a need for repairs. Magically, I tell them to bring the car to another garage and things are fine. If you leave the car for a repair, they always claim that there are other things to fix. I believe that they advantage of the fact that there is no consumer protection in NH or in the city of Nashua.

Lewis

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HONEST SERVICE WRITER PEPBOYS
Baldwin, US
Apr 20, 2009 3:58 pm EDT

OK WHAT WAS THE PROBLEM WITH YOU CAR

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7:01 am EDT
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The Pep Boys make feel like a theft

Went in to pep boys after call for a price on a battery. Price was 64.99 with a 10.00 installation fee on the phone. Finish price was 129.07. They charge 49.00 to install the battery plus a shop fee. What a joke. When I went to pay they refused my check. The check is good which legal tender. But the manage told me they were not accepting the check but were not taking it. What a joke. Give me a card with the name certegy. They refuse the check so I call they. They told me it was a computer flag so them declined it. But the customer service person told me the check was good. Great after I charge it from the same account. They make feel like a theft.

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lpick
Memphis, US
Apr 26, 2009 12:07 am EDT

Yes Pep Boys refused to accept my payment by check as well 2 times I was turned down by there computer system they only accept cash payment as far as I can see they also made my wife feel very embarrassed they told her in front of other customers that our checks had numbers that were too low and thats why they would not accept payment our checks run in the 500 range but the account is a new bank we had switched to as our old bank had high service fees therefore the numbers started over again I've been without a car now for about a week i've had the money in the bank even showed them the receit i think it is because my checking has a theft guard on it i told them that it would only let charges of 150 dollars per day in case card is stolen but I assured them the money for the repairs was in the bank well now i'm going all weekend without a vehicle if they find it so hard to accept payment they should provide customers a loner vehicle while they take so long to decide if they want to be payed, yeah i'll never go to that rip off store again ever, I dont care how many gd points they give me oh and by the way they charged me 900 dollars to change my timing belt what a rip off! L. Pick

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11:35 pm EDT

The Pep Boys terrible service

I went to pepboys @ 5 pm 10/11/08 for an auto inspection which I was told would take approx. 1 hr. My car was finally taken in for inspection 2' 40" later after numerous complaints. I left @ 9pm w/out an inspection! My car had failed x's 2 & they wanted to try 3rd time? They admitted having problems w/dyno machine & I don't really know what the issue is, but my car is fine & I have never had a problem w/inspection passage in the past. Ther were 2 other couples that had waited 5'&7' for their cars and they were also extremly dissatisfied w/the service dep't.
I have never encounterd such poor service in the past @ any other auto facility & I really don't know how they stay in business. I will never return!

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Henry A. Jones
,
Sep 19, 2008 4:55 pm EDT

Had a fuel pump installed on 03/10/08.Paid a total of $481.98 On 09/18/08 while driving on I-10 van started to loose power I barely made it to a small safe location on the side of Interstate, after which the van died, stopped. I called for help.Before the tow Co. that I called could get there the local Police arrived and attempted to tow me to the City Auto pound.After some explaining that Co. towed me to Pepboys for a fee of $75.00, . Pepboys advisied Me that line leading to the fuel pump was loose.The Tech.also attempted to charge Me a diagnostic fee of $93.00.After much protesting the fee was lowered to $52.96, . I could have been killed.The Tech tried to blame the loose line on probable theives, stating with the high price of gas someone may have tampered with the line.Oh how impossible .I informed him that drove the van the day before without any problems.I Parked in my driveway with a half of tank of gas, and I have an alarm. Shame on you pepboys ripping off good customers.

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sneakytouchy
Santee, US
Jun 19, 2009 12:56 am EDT

Im confused, what makes it poor service? The fact that they needed the car for a day for the inspection? Or the fact you got "x's" when you havnt before? This is not even a complaint. Your just venting like a ###.

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8:34 am EDT
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The Pep Boys bad experience

A few years back, we took our Chevy Mini Van to Pep Boys in Boardman Ohio for some work and the technician drove it completely off the lift and through a diagnostic machine and then into the cement wall behind it. He ran from the scene, big surprise, not. Giving them the benefit of the doubt, we decided to take my 81 year old dad's Chevy Cavalier there this week to repair a broken brake line. We were also warned by our local AAA tow driver not to go there. They replaced the initial line but blew out a 2nd line during the repair. We approved the repair for the 2nd line. Upon vehicle pick up, my husband went with me to check the work before paying. We were charged for 2 new complete brake lines and installation but discovered the 2nd line was cut in the middle and a pressure fitting was installed, leaving the old line in place. And the car was leaking brake fluid all over their parking lot on top of it. He took a handful of the fluid inside with him and asked for the bill. It was in excess of 300.00. So my husband proceed to show the manager his hands full of the fluid and asked the car to be placed back up on the lift so he could look at their work. We priced the parts at an Advanced Auto Parts planning to do the work ourselves originally & they were less than 20.00 in total. After much arguing and many excuses the manager agreed to have the 2nd line installed the way it should have been and greatly discount the price. After having the car 3 days, we finally were able to pick up the car and paid $140.00 in the end. Too bad we cant send them an invoice for the inconvenience and over charges. They were obviously busted using pressure fittings and sending the car back to the customer with a faulty and an incorrectly installed braking system. I am grateful to have discovered the problem before sending the car home to my dad. Happily ever after? No. But happy to never return to Pep Boys again. (not even for the warranty) Lesson learned! Thanks 4 reading and as always... Buyer Beware!

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The Pep Boys terrible experience

4 years ago car broke down in Upland, Ca. Had it towed to Pep Boys there. Starter was bad and they installed lifetime warranty starter, took less than 1 hr. Yesterday starter went out again (4 yrs. later) had car brought down to Pep Boys in Redlands, Ca. They honored the warranty but I had to pay for labor. I told them it was 1 hr. or less labor and showed prior receipt. They said they needed 3 hr. to fix. I watched them and took less than 1 hr. They billed me 3 hr. @ $95.00 DISHONEST COMPANY (EMPLOYEES).

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LaKisha Tennon
,
Jul 22, 2008 5:37 am EDT

I used to be a constant customer of Pep Boys that does not care about their customer service. I took my car into Pep Boys in January 2008 for them to repair my brakes which I was charged very close to $600.00 of repairs. Well it is July 2008 and I am having the same exact issue for Pep Boys to tell me that I have to pay an additional $130.00 for more brake work. When I went into the store to get my car back I was immediately attacked by an associate letting me know that nothing was going to be done in my favor which I had no business with this individual. It is strongly advised that we as the consumer save our money and go to an organization that is worthy of the service and going to complete the job correctly the first time. The bad thing about all this is that people are amazed that I paid $600.00 for just the back brake job.

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5:09 pm EDT

The Pep Boys they charged me over 800 to fix my a/c and didnt fix it.

I took the truck, because the A/C was not working, I am an older lady, and I don’t know anything about cars, I asked the attendant to please run all the necessary test to identify the problem with my A/C and they told me ( and charge me) that they would run the DELUXE A/C check. They said that the problem was a faulty hose. I told them to fix the problems. I paid and I took the truck home. As soon as I drove of, I notice that the air was blowing cold in the front, but the back of the truck remained REALLY HOT. I took it back to the shop, and after days there, they called me to tell me that they didn’t know what the problem was and that I needed to take the vehicle to the manufacturer dealer. I asked what had happened, that the vents in the back were working when I had brought it in, and that even when they ran the diagnostic they hadn’t found any problems with the vents, but they just started to act REALLY rude, and started harassing me for asking questions.
I asked to talk to the manager, but he was never available to speak to me. I escalated the situation to the service area director Mr. Christopher Roach and after we called him several times, he answered saying that he was on a meeting and that he couldn’t help me at that moment and he hang up on me.
I spoke with Lea Kelly, the store manager, but her demeanor couldn’t be any ruder. She would roll her eyes every time I tried to explain my situation. I felt so frustrated; no one seems to be willing to help. I called the 1800 number and when I explained the situation, the customer service lady (Kayla Thomas) told me that the system was down and that if I wanted to do anything I needed to call back at a later time. I wanted to speak to her supervisor, but I was told that Mr. Martin Thomas was unavailable to me. I felt even worse, but since she didn’t mention anything about the system being down but until I mention the complaint, then I called right after she hang up. Once I reached another customer service rep, he took the complaint and gave me a reference number: 149-405.
It made me wonder if all the rep wanted was to get me off the line. The company supposly has a 100% satisfaction guarantee or they offer a refund. I demand that they honor their guarantee and refund me my money, or fix my AC.

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11:56 am EDT
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The Pep Boys scam and cheating

These are very vicious complaints, but nobody is saying where these horrible things are happening. I can completely understand how horribly things can go wrong in the auto industry in general. Its up to the service managers to do a tremendous job in customer satisfaction. I'm sure I will be bombarded with negative feedback for what I'm saying, but it's obvious when companies are having problems, which is why so many changes are being made. I am and always have been 100% customer driven, working 60-70 hour work weeks, on I won't lie, a halfway decent salary. I went from 300 lbs to 175 lbs literally working my way up the company. I'm by no means a stupid person, I don't waste my life with anything, especially my career. You need to understand, things happen with cars, unless your complaints are 100% directly related to a horrible incident at a particular location, you need to be careful where your directing your words. Unless you work for the company and are the president's right hand many, don't make assumptions. My location is on a very busy road surrounding several other auto dealers, repair facilities, quick lube locations, but my garage always seems to be that much busier, which all has to do with complete customer satisfaction. For obvious reasons I will not reveal what location I'm running, just hope you find us one day so we can show you what auto repair from Pepboys is all about. I know ill have skeptics thinking I'm paid so say what I say, or I'm some bored exec surfing the net... but if we're what you say we are, we wouldn't do that anyway... once again, in future posts, give a state, location, store number, something not too revealing for obvious reasons, but maybe some other managers are doing what I'm doing and caring about you and your vehicle. Have you ever driven 45 minutes for an auto repair even though you didn't have to? Paid less for the same exact thing? My customers have and do all the time for a reason. Imagine typing in a search engine your companies name and finding what I'm finding. Its human nature to be evil, completely understandable, but it's not everybody. Once again, let us know which places are doing wrong, be specific with what went wrong and why and your somewhat unbiased recollection of what went wrong and how it was fixed.

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richard ferrante
,
Oct 12, 2008 7:28 am EDT

Pep boys are a nightmare.I had my tranny fluid changed on a 98 caravan at the one in liverpool ny in april 2004.When i got home there was tranny fluid all over the driveway.I took it back and they tod me I had a blown head gaskit and it would be $1400 to fix.
I took it to another shop and they told me the plug was loose in the tranny case.They toped off the tranny fluid and did not even charge me.I fought with pep boys for 3 months before they agreed to refund my money.And by the way I just got rid of that van.4 years and 75, 000 miles later.i never had a problem with the head gaskit

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linda y
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Oct 11, 2008 11:44 pm EDT

PepBoys
Posted: 2008-10-11 by Linda Y [send email]
terrible service
Complaint Rating:
Company information:
pepboys
425 sunrise hwy
Patchogue, New York
United States
Phone: [protected]
pepboys.com

I went to PepBoys at 5 pm 10/11/08 for an auto inspection which I was told would take approx. 1 hr. My car was finally taken in for inspection 2' 40" later after numerous complaints. I left at 9pm without an inspection! My car had failed 2 times & they wanted to try 3rd time? They admitted having problems with dyno machine and I don't really know what the issue is, but my car is fine and I have never had a problem with inspection passage in the past. Ther were 2 other couples that had waited 5' and 7' for their cars and they were also extremly dissatisfied with the service dep't.
I have never encounterd such poor service in the past at any other auto facility and I really don't know how they stay in business. I will never return!

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6:43 am EDT
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The Pep Boys rip off

I purchased a Baja 50cc ATV four wheeler from Pep Boys for my son. That was the worst mistake I have ever made! After 1 1/2 hours of driving time on this machine, it failed to start. I contacted Baja within the 90 day warranty period to let them know about the problem and they refused to fix it. Not to mention hanging up in my face. Pep Boys also refused to have any part of it. Pep boys did refer me to a hole in the wall mechanic shop, Acworth Cycle. Talk about a bunch of losers!

I took Pep boys word that they were good and that they refer all of their ATV work to them. Boy do I feel like an idiot! I was quoted between $40-$60 dollars to clean the carburetor. And that it would be ready in 3 days. Ten days later, I contacted the mechanic and was told that my Baja 50 was just finished this day and that the cost of fixing it would be $250 by the owner of the place. When I questioned him as to why he would do unauthorized work on my machine without contacting me first, He told me that I should just come pay it and make my kid happy. Then told me if I brought him $215 cash, he would give me a discount. Hilarious! As we argued the point, he asked if I wanted them to put it back like it was. I told him yes! Then he told me... OK, I'll just *** it up then! Then he told me that that's what I get for buying a piece of [censored]! I was told that I would be contacted when they were finished f#cking up my machine so I can come pick it up. I apologize to any readers for the language in this letter. I am only quoting his words. Avoid any of these 3 companies mentioned here at all costs. I can't wait to have my day in court. They will all be summoned. Do not buy BAJA! Save yourself a lot of money and headaches. This BAJA 50 is still new and I'm sure that my child will never get to ride it again.

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joesun
, US
Sep 20, 2015 4:01 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Had to buy a $ 50 Replacement Policy for $ 5.99 Automatic
returned it ask what this " O they told me it comes with it and I can't buy the light without it " Scame written all over it

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StevA21
, US
Nov 14, 2009 4:53 am EST

I have bought tires and service from pep boys for years and I went to Evansville In. store today were I have bought many sets of tires. I have a tire on the front of my Buick that has a viberation after 65 MPh. I wanted the store to check my tires and they told me it would cost me $21.99 for them to check it out.

I think that if I sold some body a set of tires and they were having trouble I would check the tire for them at no charge.

I will not spend another dollar at pep boys for anything and I am going to tell everybody I know what a Cheap outfitt you are to deal with.

I have 5 growen children that I got them to buy from pep boys. But no more.

I guess after you get peoples money any more you are not satisfifed you want to stick them every chance you get.

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Dizzee
, US
Mar 21, 2010 11:41 am EDT

I wish to file an official complaint against Pep Boys located at 106 Market Place Blvd in Knoxville Tennessee and their service manager, Rober Helton.

While I understand that neither of these two email addresses found on your web site are specifically for customer service, I have issued this complaint to the only addresses available on the site after calling the customer service number which sent me to an answering service that never took my message. There appears to be no other means of contacting custermer service other than the customer service phone number listed on your web address, www.pepboys.com . After reaching the answering machine through the customer service line and awaiting the "beep" to leave a message, I was promptly disconnected. As a result, I am using the only means available to me to reach your customer service. Please ensure this message is passed on to the proper Pep Boys representative.

On the evening of Wednesday, March 3rd 2010, at 7:39:49, I dropped my 1998 Corvette off at the Pep Boys located at 106 Market Place Blvd for service to diagnose and repair the fact that my car would not start. The car was service for my car was coordinated by John Furnari. Prior to this problem, the car was running fine.

The next morning I was informed of the service needed and made a joint decision on the service requirements and cost of that service.

That afternoon when I called to check on the car, I was informed that they were still waiting on parts and that the car would not be ready until the following day. As a result, I had no choice but to make other arrangements for transportation. The next day, I was given a similar story and informed that additional services were needed on the car.

I authorized additional service at additional cost to me in good faith that the car would be ready and road worthy that afternoon. Following work on Friday, March 5th, at 3:07 pm, I paid for all services rendered and was given the keys to drive my car off the lot as though it were fully repaired and safe to drive. Instead, I discovered that the car was in very bad and dangerous running condition. Apparently, the mechanic who performed the work, Michael A. Daniel, chose to ignore those dangerous issues when deciding to release the car back to me, the customer.

Upon pulling out of the store, I discovered that the car would not change gears until it reached almost 4000 rpm's and that the car would not idle. The car died at each stop sign and red light encountered as I drove to return the car to the store. The car was unsafe to drive and was obviously not road worthy when released to me after full payment for services rendered.

Thankfully, an accident due to the condition of the car immediately upon release to me was avoided and I arrived back at the Pep Boys where services were rendered to inform them of the new problems caused by their work on the car - problems that did not exist prior to services performed by Pep Boys.

Upon my arrival, I was informed that they would not be able to re-assess my car until the following morning. I informed the service manager that I had paid in full almost $600 for their service that had taken a day and half longer than advertised and of my frustration and loss of confidence in the service provided by Pep Boys on my car. At the same time, I also informed the service manager of the fact that my car was unsafe to drive as a result of their service after being released to me as though it had been fully repaired. It was reiterated to me by the service manager that there was nothing he could do for me or my car until the following morning. As a result, I had no option other than to park the car at a friends house who lived close by and make transportation arrangements for yet another day.

The next moring, Saturday, March 6th 2010, I called the service department at Beaty Chevrolet and described in detail the services and parts performed by Pep Boys as well as the symptoms that were resultant of that service in hopes that the service department at the dealership might be able to repair the damage done by Pep Boys. I was informed that based upon the parts replaced, service provided, and the symptoms exhibited following the service, that the problem was a timing issue and that it took specific expertise and equipment to get the timing set properly after replacing the distributor as had been done by Pep Boys.

Unfortunately, the service department at Beaty could not service my car until the following Monday, so I reluctantly took the car back to Pep Boys at 10:03am on Saturday, March 6th 2010 - after calling them to gain assurance that they could and would fix the issues of dieing at stops (inability to idle when at rest) and the excessive RPM's required for the automatic transmission to shift gears - both problems that did not exist prior to work performed by Pep Boys at their facilities at 106 Market Place Blvd in Knoxville Tennessee.

I asked the service department at Pep Boys specifically if they had the equipment and expertise required to fix the car properly and they assured me that they did and would.

After waiting for a re-assessment by the mechanic, he came out of the garage and indicated to me that additional services would be required for my car to run properly. When I asked the mechanic why I should have to pay for additional services to repair problems that did not exist prior to his service on the car, he informed me that the car came in on a "trailer" and that he felt the car had these problems prior to his service on the car.

At that point, the service representative stepped in to take the mechanic back out to the shop, talked to him for a few moments, and returned to inform me that he had instructed the mechanic to go ahead and complete the remaining repairs to the car and that they would be completed at no additional cost to me.

I was also informed that, once again, they would need to order some parts to complete the repairs needed and that the car would not be ready until late that afternoon. Stranded, I called a friend to provide transportation once again while I waited on my car.

Late Saturday evening, at 5:52pm when the service department was preparing to close, I recieved a call informing me that my car was, once again, ready for me to pick up. Upon my arrival at Pep Boys, one of the service managers arrived after test driving my car and, once again, released the car to me as though it was repaired.

Once again, immediately after leaving Pep Boys, the same problems still existed and it was readily apparent to me that the service personnel at Pep Boys were simply incapable of repairing my car properly.

Leaving the car with my friend and making other transportation arrangements once again, I made the decision to have my car towed to the Chevrolet Dealership to be repaired properly and avoid the potential of an accident while driving the car in its condition following iterative attempts at repair by Pep Boys.

Today is Sunday, March 7, 2010, a full three after seeking service and repair to my car at Pep Boys and I am still stranded without transportation. If not for the kindness of friends and availability of resources to rent a car for transportation, I would still be completely stranded due to the condition of my car following Pep Boys failed attempts at servicing it properly.

This afternoon, I will have my car towed to the Chevrolet Dealership for repair and rent another car in order to get to work Monday morning.

I am very disgruntled with the service attempts, misrepresentations, and incompetence demonstrated by both the managers and the mechanic who were involved with the work on my car. My time is worth a lot to me, particularly on the weekends. Not only have I lost transportation during these failed service attempts, I have lost time in waiting.

It is my contention that a full refund for the amount I paid to Pep Boys to repair my car is the very least that Pep Boys should do at this point. In addition, the executive management at Pep Boys should be made aware of the potential liabilities associated with this kind of incompetence. Had an accident occurred, Pep Boys would be fully liable for all harms done as a result of the accident.

It is my hope that this is an isolated incident and that the executive management at Pep Boys will take immediate action to remedy this potentially tragic situation.

Please forward this complaint to the customer service department for Pep Boys and ask them to get back to me with a response.

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Mema042000
, US
Feb 14, 2011 4:41 pm EST

I saw an ad for pep boy buy 3 tires get one Free. Well that is a lie and you get rippedoff. You spend more than the free tire on the "Tire Installation Package" for $131.84. Then you can;t take your tires they Pep Boys must dispose of them. Where in their used tire dept? You pay for this and that. So for a free $118.99tire I got soaked for $131.84 wht did I say NOTHING. I could of gone to flea market and got the same tires cheaper. Never will I darken Pep Boys door again and I will tell all my family and friends about this rip off. A whole $12.85 saved wow.

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Samantha Calver
Newport News, US
Apr 04, 2013 9:39 pm EDT

I brought my car in for inspection this morning between 8am-9. I left it with them because there was 4 inspections ahead of me. I waited until 12-12:30 and called them to see how it was going. they then told me that my car was going to fail inspection and gave me a long list of things. needed a new tire, a ball joint, back brakes, boots, battery mount, etc then told me what the cost was going to be. told me $1, 500.00... I told him that I would call back in 20 minutes. I had to think about if it was worth the cost or not. (I had put my car in there a month ago and it had cost me $1, 500.00 too. a few months before that, they had told me that my engine needed to be rebuilt and sent me to American auto. that cost me $2.800.00. the year before that, they charged me $1, 600.00 for car repairs) I bought my car for $2, 900.00 and was actually getting sick and tired of spending all this money on it. they called me back, saying they thought they might have missed my call back. I then told them to put a fail sticker on the car, that I wasn't putting anymore in it. he then seen an error. he stated the computer added the total twice, bringing the total up to 1, 500.00. he told me the actual was $900.00 plus a 10% discount, bringing it down to $810.00. then again I told him I would call back in 5 minutes. I had to think more... I thought "no, that's it. its' time to give up my car" I called my dad and told him. dad said "get a second opinion". I called back, told them to put the fail sticker on my car and that I would be up to get it. he told me to give them 30 minutes to put the tire back on. I went, paid the $16.00 inspection cost, left and drove to a garage up the road. I explained to the mechanic about pep boys, he asked for the paperwork, I gave it to him, and he went to work. he checked everything that was on pep boys list. he told me that pep boys was trying to rip me off. that all that was wrong with my car was it needed one boot, one side reflector light, and a battery mount. he told me to go to advance auto and get a mount and boot. I did, went back, he fixed it. he fixed the light. he charged me ONLY $26.00 and passed my car for inspection. I will "Never" go back to pep boys again. I have been going to pep boys for the last 7 years and trusted them with my car. now, I feel that they took advantage for all these years. it is already hard enough being a single, working mom. now to think of how much money i spent that i didn't need too, just breaks my heart...i feel like pep boys stole from my family. money i could of used for my children, for food, for bills. i cannot believe that this company can sleep at night knowing they rip people off. rip people off that really could of used the money for their families. SHAME on them!

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gonnatry
Mount Vernon, US
Mar 22, 2011 10:55 am EDT

Hmm... wow! Depsite all the negative press, I am still thinking of buying a used one I see for sale. I will check it out, and if it starts great and runs great, and sounds great... I will probably buy it. However, I also realize this is not a Honda so my expectations won't be too high. Everything is a gamble these days.

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pobarjenkins
Minneapolis, US
Feb 15, 2011 5:06 am EST
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Installation isn't free.

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subieboy1
Ronkonkoma, US
Sep 30, 2010 8:27 pm EDT

first of all pepboys doesnt make any of these baja'sm so you cant blame them for that, and another thing you should have called baja and not return it and leave it at the store like an a$$ but thats your fault, i understand you want and atv but guess what, do some research before buying something

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kartman
Elephant Butte, US
Feb 06, 2010 1:08 pm EST
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I have been running around for 4 years trying to clear my name on an account with Pep Boys. We stupidly bought a Baja from Pep Boys in Albuquerque. We took the 4 wheeler home to try it. The four wheeler would not run. We bought it back to the Pep Boys... their mechanics couldn't get it to run either. We said we wanted our money back (a check for $1600) and the manager said sorry it was already in the cash register. We told him we did not want the 4 wheeler and left it there. We called the next day and asked about getting our check back and they said it was being processed. We put a stop payment on the check. The manager of the store said he would take care of it. About a year down the road a collection company called and asked for the money. We explained the situation and that person said they would take care of it. Now 2 years later I found out by another collection company that they paid pep boys the $1600 and they still had the 4 wheeler... which was probably sold to another sucker for $1600... so they have the money and the four wheeler and we have law suits coming up. We called Pep Boys and got the run around and basically got pushed away. If there anyone with information on how to contact the highest person in the Pep Boy company... I would surely appreciate it. Please add an additional blog if you have any information. As I look around the web, many people would appreciate a call from Pep Boys owners.

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Rutle8
Xenia, US
Jan 04, 2010 9:25 am EST

I purchased a Baja 50 two years ago...it ran three times struggled to start every one of those. I'm having the carburator rebuilt as we speak. The gas was always fresh - just to counter the bonehead above who obviously has had a different experience. Would I recommend buying one..not a chance..perhaps the 90cc is that much better, but the 50... buy something else...

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The Pep Boys they are the worst

PepBoys they are horrible! I had to go back to their Newhaven CT twice for not knowing how to fix front end knocks and didn't even put in a battery I bought. I immediately had to bring my car to their Staten Island NY garage for something that should have been fixed at pepboys CT. and my car has been there 5 days now and they can't tell me when I will get my car back. They are the worst! My suggestion to anyone is don't bring your car there. The level of incompetence and poor customer service is the worst that I have ever seen.

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The Pep Boys i'll never go there again

Last Monday (Aug 25th 08) I went to Pep Boys to have a Truck Tool Box installed.

I left my truck at Noon, said they would call me when it was done, I live across the street from this Pep Boys, here comes 3PM, thought it would be done by now?.

They hadn't even touched my truck, still sitting in the place I left it! I said it has been 3 hours and you haven't even touched my truck, they said it would be another 30 minutes before they could get my truck into the bay.

So I told them to give me a call when it was done.

Here comes 4PM and guess what my truck was still sitting there!

Boy was I pissed at them, I said 4 hours and you haven't even touched my truck!

They were taking customers before me, I was pissed! Nobody seemed to care about my situation, they could have cared less! I said give me my keys I'm out of here, they couldn't even find my keys, no name on the attached tag!

I had to find them myself, went out to my truck and threw all the attached service records etc. on the ground and got the *** out of there!

I'll never go there again!

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Angry at Pep Boys stores
, US
Aug 17, 2009 11:38 am EDT

On 2007 I took my wife's mini van to get an oil change, they wanted to sell me the store.
first it took them for ever to get the job done, second they were charging me tires they never sold me nor I purchased, than to make matters worst they put a dent on my car and said that it was there when I brought it in... BS... when I ask to talk to the manager He didn't even wanted to come and talk to me,
I asked to look at the initial body specs sheet, they brought me a page with two diffrent inks funny thing is that the new dent was on blue ink and the dings where on black... how weird that is... well, to my surprise I drove by the Pep boys dump store and it's now closed.. GOOD... these people shouldn't consider them selfs mechanics nor sales personal, I rather shop at Kragen Auto Parts, at least they are honest...

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The Pep Boys bad oil job

Took my 2001 Toyota echo to Pep boys for an oil change and they overfilled the car potentially causing damage to my engine. The car only has a capacity of 3.7 quarts yet they billed me for 5 quarts of oil! Even Jiffy Lube only ever had the balls to charge me for 4 quarts of oil!

I won't dare let them touch it to drain the excess oil -- have read to many horror stories from people on hear who've gone back for re-work only to have their AC or something else mysteriously and "coincidentally" go out. What a crock of a place - no wonder they're going under.

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The Pep Boys horrible service

I have been in this store or on the phone approximatley eight times in the past week to order rims for my trailblazer, the first rims i picked i was told they wouldn't fit my truck so i switch to the approiate ones for my truck so i thought.I go there 8:00 this morning first customer in the store to have the rims installed after 45 minutes im told these rims wont work.Two hours later my truck comes out looking no different then when it went in why? because someone screwed up along the way and they were not the right rims.I have a hard time with the fact that with the way the economy is that pep boys can afford to pass on almost a thousand dollar order.My family has had an account with this company for years lets just say they lost great customers, word of mouth goes along way as far as where others choose to go I WONT BE RECOMMENDING THIS COMPAY TO ANYONE! I would appreciate a response that my complaint has aleast been acknoledge or i will be taking another step to the better bussiness bureau on such a poor excuse for an automotive store who is suppose to accomadate customers.

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The Pep Boys poor service

I took my car to pep Boys to get a free Brake Inspection, They had told me that I would need

new rear brakes, Master cylinder, two new tires, and to repack the barings. I t would cost $450.00 verbal estimate. No written estimate was given to me, they told me that my car would be done that Friday.

I called it was not done now it would cost another $100.00. Then on Saturday I was told it would need a Mastercylinder and it would cost another $100.00.

I had to miss my mini vacation with my son and he was disappointed. It was not right all customers should be given a written estimate, something to fall back on when this type of business likes to play around and not tell you the whole story.

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Update by Valerie
Jun 05, 2008 2:28 am EDT

I visit store258 to have a wheel alignment and was told my car was not safe and need to change my brakes, rotator as well as callipers. I’m a woman who really doesn’t know much about these things and became very concerned. The sales person (Frank) again stated my car was not safe so I said wait I will call you back. When I called back to tell them not to do the repairs received an ok. To my surprised they were done anyway. My car just went for inspection not even a week before and none of these things were found. The workers at the store begin talking to each other in a Spanish language which I do not speak. I was forced to pay for something I did not authorize. I feel that if they replaced the old part back on my car it would really be fixed unsafe. Also the next day I returned to the store because I was still having the problem I went there for. I was told they have done all they can do for me. So I return to my car very unsatisfied to find oil boot stains on my carpet 600 dollars later and still have the same problem

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Marc
, US
Feb 28, 2010 2:07 pm EST

A long-time customer, although I've never loved or hated them. A better and easier option than going to the dealer. On the last visit, I waited in line for 15 minutes without even an acknowledgement that I was there! I was the next person and I would expect an "I'll be right with you" or "thanks for waiting". At check-out the price was higher than over the phone due to sales tax. I let them know that when I talked to rep over the phone I specifically confirmed that this was the out-the-door total. He confirmed with a yes. That changed when I picked up my car. All around poor service at this visit.

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Jonr1980
, US
Sep 27, 2010 10:13 am EDT

I went to a Pep Boys recently to have my oil changed. Richard, the guy who writes up your car, sold me a regular oil change. It took roughly 20 min just for him to get my car in since he was so slow and old. I signed the paper and left. He told me I was the very first car of the day so it should be ready in 10 min. I said that's fine, and went to work. An hour later, Richard called me saying that he damaged my oil filter when he tried to remove it with a hammer. I became furious, since you don't remove a filter with a hammer. He said it wont come out, and I have to go to a "Git'er done" shop to get it out and it will cost me a "Purdy penny." I told him that when I get off of work that I will be having some sharp words for him. 20 min later, Richard showed up at my job. I dont know how he knew I worked there, and it seemed awkward. He started apologizing and I said that sorry isn't enough. He then said, "I will make it all good for you sweet cheeks." Richard touched my balls. It felt so sweet and nice, and he massaged my taint a bit. I totally forgot about what happened and I forgave him.

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robert
New Bedford, US
Feb 08, 2009 12:23 pm EST

pep boys NEVER EVER dose work without an estimate and customer authorization period.. rj

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The Pep Boys lack of service

I purchased 4 new tires on 7/19/2008 at a total cost of $824.50. The incentive was to purchase three and get the fourth tire free. I was told that I would be sent $130.99 by mail in three weeks. At the end of the transaction (#116464) and after the tires were mounted on my truck, the people on the front desk became nasty, the manager would not respond to me, and thereby they failed to give me information as to what I needed to do or submit to receive the 4130.99 for the fourth tire. I need to know what is to happen now? Will I receive the rebate? Please respond.

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The Pep Boys horrible service

Patchogue N.Y. went in for 4 tires on Tuesday, when I went to pick up the car they said 1 tire had a hole in the side and had to order a new one. So they put 1 different brand tire on, ok. Than when I got home I realized that they ruined the rim. Just had the correct tire put on tonight and they said they would look for a junk yard rim to replace it. Ok. when I went outside to leave I saw the lower body moldings popped out and cracked from putting the car on the lift improperly also dragged the greasy air hose across the top of the car scratching the sh-- out of it.

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EvK45
, US
Jun 10, 2010 2:05 pm EDT

Don’t do it. Don’t make the sad mistake I did thinking Pep Boys will take good care of you. On 5-11-10 I left my car with them for a whole day to do an engine diagnostic. I told them it was bogging, stalling, and the engine light was on. On 5-15-10 my engine failed. I asked the Assistant Manager Melissa how that could happen; she said “I don’t know.” When I told the Service Manager Paul what had happened he said nothing. When I asked the Store Manager Brad how this could have happened he repeatedly kept saying, “I don’t know.” Are these the people you would trust to work on your car? I will never trust Pep Boys again. Don’t you or your family members visit give them any of your business.

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Paul M.
Laurence Harbor, US
Mar 21, 2009 5:34 pm EDT

I have heard similar complaints about this type of service by Pep Boys. They can't handle any type of basic service. I called them to set up state inspection for my vehicle, told them what type of vehicle it was, they said no problem. I show up for my appointment as scheduled, they ask me what vehicle I am bringing in, I tell them and...they tell me that they can't handle a car that small!? (Corolla) Why the hell didn't they tell me that when I called?

They are staffed by incompetent boobs and losers.

PS-the Woodbridge NJ location where this happened went out of business. There is a God!

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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The Pep Boys contacts

Phone numbers

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

Website

www.pepboys.com

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