The Pep Boys
reviews and complaints

You have various vehicles for customer complaints but I have not been able to find a single one for a customer to give praise for one of your stores or personnel. That is shameful business model. If you think so little of your own people, what must you think of your customers? One of your managers gave me a "5 Star Service... We Value Your Feedback" form to use on a cell phone through Google but it would not work on my cell phone. So, I looked up your home site on my laptop. NOTHING for Compliments...NADA! What?! You aren't welcoming to good news? This is my complaint. Resolve it so I can show you some appreciation.

(Complaint posted on Google)

I came in with a rental to fix a flat, I waited over 2 hours. When the vehicle was ready to go, they pulled the vehicle to the front of the building then proceeded to tell me that the rental company wanted them to change the oil. I advised the clerk at pep boys that I had already been there over 2 hours and I didn't have time to wait for an oil change that should have been taken care of before I rented the vehicle. The clerk said that it there's nothing he could do and that he had to change the oil. I contacted the rental company and they apologized and stated that the oil change was uncalled for. Seems to me that the clerk/pep boys were just trying to get more money while they kept my vehicle from me. Not good business and customer service practices. The picture attached is either typical subpar practices or retaliation for the complaint. First and last time to pep boys now that I know how they "take care" of their customers.

Went for an ac repair and paid almost 500$. 3 weeks later it's broken again … I tried rescheduling but cs rep was so rude and unbothered of my situation that he told me that I had to wait a week until I can come in again ….

I made an appointment for an oil change and they told me it would still take two hours so I rescheduled. The shop opened 30 minutes late, they didn't have the oil plug in stock and had to order it. Didn't tell me or give me the option of going somewhere else. After an hour, the part still not here, nobody said a word and 2.5 hours later I'm missing family event.

I purchased road side assistance on the 4 tires I purchased from the Frisco Tx location on September 20, 2021 when I called the corporate office the following day to ask if I could cancel this, I was told yes and to contact the purchasing store to do so. The manager was out that day, so I called on September 22, spoke the the manager Loucen H and was told that I could not cancel & get my money back. I explained that I spoke to corporate already and was told yes, the manager then acted confused as to how he wood this and told me he would have to call me back.

I am certain that I am not the first nor the last person to do this.

I made a appointment online and received a confirmation for 2:00pm Tuesday the14th I'd September

When I arrive at the store I'm told there is no appointment scheduled for 2:00pm and it will be 5:00pm before I get my car back if I leave it

I showed the person at the desk my confirmation and acted like I was wrong
I left work two hour's early to make that appointment
Who Is going to pay my lost wages ?
Wait I know who's going to pay —nobody is going to pay

I'm just another customer that you guy's will never see again due to disappointment in the service level
Store location
E Puente Hills
[protected]

Took my 2003 Saab 9-3 due to mushy brakes, they had it in the shop for over one week due to incorrect brake master cylinder was ordered. While it was in the shop the manager informed me that I had an oil leak coming from the oil pan. After I picked up my car to drive it 700 miles the problems began, and the car was in worse condition prior to me taking it in for repair. The list below are the problems I found.
• Oil leak was worse, lost one quart of oil every 200 miles (approximately).
• The brakes worsen as I applied them, in some instances I had to apply the emergency brake. The master cylinder they replaced that cost me over $500.00 did not fix the problem.
• My turbocharger started leaking after Pepboys told me that they had to replace an O-ring that does not exist in the system.
I went to the Pepboy's near Florence Ky, I was told that they could not work on the car because they only change tires at that location.
• I chose to work on the car myself, I found the following:
• Air in the brake system
• Oil leak coming from engine filter.
• An oil line not connected to the oil pan.
• Oil on my brake discs due to oil line not connected.
• Two wrenches in my engine compartment that did not belong to me.
• A ¼ inch drive ratchet that did not belong to me.
I will never take my car back to Pepboys.

Here is why you should never take your car to Pep Boys under any circumstance — because they simply do not care about your car or your safety.

Let me preface this by saying that I do not place any blame on the mechanics — I have encountered the same issues at every single Pep Boys location in King County, and it is clear that this is a systemic issue with Pep Boys themselves and the pressure that they put on their associates to provide numbers that just do not add up in favor of the consumer.

Back when I purchased my vehicle, I made the mistake to sign up for Pep Boys service maintenance coupons. So ever since, I have gone to different Pep Boys service locations in hopes of receiving adequate service which so far Pep Boys has failed to deliver. The service coupons promise a fluid change, a tire rotation, and a complimentary multi-point inspection. Nothing crazy, basic level stuff.

I took my Nissan Versa Note to Pep Boys on 07/27/2021. Normally, I expect my car's scheduled maintenance to take about two hours because I have taken to get it done at a Nissan dealership up in Burien in the past and it takes a while to get the tires rotated. Pep Boys called within 30 minutes, and they were swamped when I arrived for my appointment, so I knew they barely looked at my vehicle.

Upon being handed the documentation, I noticed that they did not rotate my tires. They also gave me a page that said that the tire tread depth for each tire was 9/32, which I knew to be false from a previous inspection. They also did not provide me with a report detailing the findings from the Complimentary Multi-Point Inspection. I went back in and I asked why my tires did not get rotated, and an associate told me that my car did not need a tire rotation.

Now, please be aware that I had just gotten back from a 4, 000+ MILES road trip from Washington to Wisconsin and back. Of course my car needed a tire rotation, and of course the tread depth is NOT 9/32 after that many miles in SIX DAYS. I walked in there with the full expectation that I would be told my tires needed replacement.

So at that point I ask for the report. The associate makes a bunch of excuses then goes in the back for several minutes and comes out with a steaming pile of lies printed on paper. I am attaching a picture of the Multi-Point Inspection performed by Burien Nissan when my car had some electrical problems a couple months back, and the one that Pep Boys handed to me today. Both of these reports are for the same vehicle, three months apart, no other service done in between them except changing the brake fluid and rear brake pads.

Nissan Burien flagged my wipers for being old and cracked, which I have not replaced. Pep Boys marked them as ‘Checked & Passed'.

Nissan Burien also flagged my battery and recommended replacing it. Pep Boys flagged it at ‘Checked & Passed'. I know the battery is still acting up because I have had to jump it at least once in the last three months.

Nissan Burien also flagged the Engine Air Filter needing replacement because it was dirty and I imagine that after 4000+ miles through the dusty Montana plains that filter is in dire need of replacement. Again, Pep Boys marked it as ‘Checked & Passed'.

Hold on, hold on — the best part is yet to come. So Nissan Burien had also measured my tires and reported back to me that the tread depth was at 6/32 for each of the four tires. Pep Boys had initially told me it was 9/32 for each of the four tires, but they changed that on the report they handed to me. On the report, it says 7/32 for the front two tires, and 8/32 for the rear ones — so according to Pep Boys, my tires GAINED TREAD after a 4000+ mile road trip.

This is what I mean about Pep Boys not giving a [censored] about your car, or your safety. If I was the fool that Pep Boys treated me as, I would be driving around confident that there was no issue with my tread-bare tires, putting myself and others at risk of a serious or even deadly accident.

And I know that I am not the only one who signed on to these garbage service coupons when I purchased a car that Pep Boys absolutely does not deliver on — so if you are in the same boat, please do not hesitate to reach out to me because my lawyer wants to talk to you about a class action lawsuit.

If you are fortunate enough to have a choice about where you take your vehicle, please do NOT take it to Pep Boys. You are better off going literally anywhere else.

Pep Boys Customer Service,
On 6/10/2021, I had work done to my KIA Sportage VIN# KNDPBCA29B7081438 at 7999 Wadsworth Boulevard in Arvada.
Install and mounting of new tires, Steering / Suspension Evaluation, Vehicle Inspection, Wheel Alignment.

I felt the need to contact legal advice about this matter due to the extreme safety issue resulting in the incorrectly performed services by Pep Boys in Arvada which could have resulted in serious injury to the vehicle occupants. I was advised the first step was to contact Pep Boys Customer Service with hopeful resolution with no further action required.
The services weren't performed correctly because after two weeks of driving the vehicle was shaking and was hard to steer. This resulted in us having to take it in for service we choose to take it to a specialist in Alignment issues Lakewood Alignment. When we took the KIA to Lakewood Alignment, we were informed that the right front steering knuckle and outer tie rod were not properly installed by pep boys. This caused the steering knuckle to hollow out on the taper section where the tie rod is attached. Also, the looseness if the right front wheel system is triggering the traction control system. This caused an extreme safety hazard and deemed unsafe to drive the vehicle until repairs were made. The KIA would need a new or used steering knuckle and new outer tie rod to be safe to drive again. It entailed removing and replacement of the right front steering knuckle and right outer tie rod. The only place the KIA had any work done was at PEP Boys before taking it to Lakewood Alignment.
Per the last visit to Pep Boys, we were asked to bring the vehicle back in a month to see how the tires were wearing. I expressed my concerned about the work we were being charged for not being completed to Dewayne and Joshua Turano. I did say that I would be happy to come back in a month to make sure the tires were not wearing like the previous pair. I am letting you know that after that visit to Pep Boys only two weeks had passed since the new tires had been put on the KIA when we started to experience issues with the steering. I was advised that these parts do not come loose due to use of the vehicle the only way this can happen is if the parts in the vehicle were not put back correctly and tightened like they should be. Not only was this careless but it causes unneeded damage to the vehicle and was an extreme safety hazard.
To resolve this issue, I am requesting full refund for the work that was performed by Lakewood Alignment to fix Steering knuckle that was not put back on property by pep boys and Right Outer Tie Rod, Ball Joint that were damaged and another alignment. I have copies of my records, receipts and a video for the work that was performed on the KIA by Lakewood Alignment that I am happy to provide at your request. Total for repairs and alignment are $731.44. Let me know where I submit the receipts and video. Lakewood Alignments number is [protected].
I look forward to your reply and a resolution to my problem and will wait until Monday August 2, 2021, before seeking help from a consumer protection agency or the Better Business Bureau. Contact me at the above email address or by phone at [protected] [protected]@gmail.com.
Sincerely,
Carrie Pierce

My car was running hot and I took it to pep boys on kings canyon in Fresno ca. They Replaced the hoses and thermostat and gave me my car back. ThreeWeeks later worst issues car still running hot brought it back too them and they kept my car for a week and now not only do I have the same issue my car is making a low knocking sound. To whom it may concern please try to address this issue.

I called PEP BOYS to talk to the manager about my complaint, but was told no manager was in the store. I called managers phone # that was listed on the invoice and left a message, but did not get a return call.

My wife took her 2015 CR-V in for a brake inspection as it needed rear brakes. The counter person told her the car was not safe to drive and it could catch fire. Very much untrue and unprofessional. An obvious unethical ploy to incite urgency in a unknowing customer.
There was no estimate given prior to doing the work.

When she picked up the car, the bill was over $700! They decided to replace the pads, rotors and calibers and even charged us $63 for brake fluid. Honda OEM brake fluid costs

I stop in to get my back brakes to fix, the guy told me $220 or 300 if they had to turn to the router. The next day I told my car in, another manager told me 2 to 3 hours, and $200 and 2 to 3 hours. I had to call them 4 hours later because they never call me. They told me, it would cost 816 dollars because they had to fix the wheel bearings.

I did not ask them to fix the wheel bearings, and the manager told me it would not be ready today. Your manager told me, he would just do the back brakes if I want, but it would now cost 530 dollars, and no warranty on the back brakes. If I don't get the whole job done for 816 dollars. 500 dollars to get my back brakes fixed, and no warranty. So I told him to fix everything, your company screwed me over for $600, and I need my car to get to work.

The lies you people tell people, just to steal their money are disgusting. I will tell everyone I meet, about the business scams Pep Boys is running on people. You can steal 600 dollars from me, and I will warn people about your lies and business scams. My car won't be done till morning, and I will have to pay the 816 dollars. You win, your business scams work every well. But I will make sure people know what kind of company you're running. And will never do business with Pep Boys again.

I was charged for things I did not authorize . I went into the store with a "needs service soon" light on. They did not tell me they were hooking up there 100 dollar test to it. I thought they would hook up the regular one I got for free Auto Zone to double check it. So knock that off. Then I told them that there was a vibration and could they check it out. They charged me 30$ for a suspension check. I had no idea. So I paid $250.00 for an oil change and a gas cap. I also had a coupon for 30 percent off the oil change.

Before I knew this price I called them back and told them to do the btakes. They were nice enough to call me during the oil change and tell me about the brakes. It ended up being higher than the guy on the phone thought. This ended up being $350 with a brake coupon.

I want an explanation and the cashier lady did not act like she really could explain it all

I left because she seemed busy and I knew she was not to blame but someone should be?

10/082020 Brought my car in for a new exhaust system. My car 2005 Honda Accord. The job was completed that day. With in a week my Emission dash light came on. I went back and reported the issue. A run around began. I was told they had ordered a new Catalyst, but it would take a few months to receive. I have since had to go for a motor vehicle Emissions test.
My car failed the Emission test. Its been almost eight months. nothing is happening, I was told its been ordered, they're still waiting.

Had appt 5/25/21 at 9:00 to have a tire sensor changed. Registered with Theron; car brought into stall & told it would take about 45 minutes. About 45 minutes later, Sam came out of back to inform me that the instrument needed to do this work was not working!
First I heard of a problem. I told Sam that I had registered-nothing was told to me; car sat installed for 45 minutes-nothing was told to me. I told Sam that I wasted 45 minutes for someone to wake up & tell me something. Sam said "Yes." Asked for my keys & my car & left. Before I left I informed Sam that they will never see my face again.
I'm from a large French family & will inform all of them the service that was provided me—pathetic.