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The Pep Boys
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2.1 550 Reviews

The Pep Boys Complaints Summary

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

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Newest The Pep Boys reviews & complaints

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J
12:27 pm EDT
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The Pep Boys Service

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.

Desired outcome: Just read above—hope it has a huge impact

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1:55 pm EDT
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The Pep Boys AC Service

I went to 7750 S. Orange Blossom Trail, Orlando, FL 32809 on 3/19/21 and I explained to the store manager, Evelyn Rodriguez-Luyanda that a few month prior I had gotten an AC check at another location in Apopka, FL but I wanted to get the work done at their location because it was closer to my home. I verbally explained to the store manager, all of the details about what I already had received about my car. I told her that I had a leak that was inside of my dashboard, I told her that I knew that my dash board had to be dropped to fix the issue. She did not make a note of anything thing that I told her about about and she said, don't worry, they will check. So about 3 1/2 hours later, they gave me my car back and said that they found the issue, it was an issue with my expansion valve and it cost me $315.54. So I left the store with my AC working. I went and started running some errands and within about an hour, my AC was not working again. I called the shop and told them that it was not working and they said that I needed to bring the car back in. I set my next appointment for March 26th. I brought the car back and they made some more adjustments to the expansion valve and then I went to run errands again and while I was out, my AC went out again. I actually went back by the shop that same day and the spoke directly with the person that worked on my car, I believe his name was Ralph. I told him everything that I had shared with the store manager on 3/19 and he said that none of that information was communicated to him. He said if he was told that, he could have saved us both a lot of time and focused on the area that I had mentioned originally. He told me that he was about to leave for the day, but to come and bring the car back tomorrow, which was March 27th. I sat at the shop for about 2 1/2 hours that day. They figured out that I had a bad leak in my evaporator core and I also needed my heater core to be replaced. I scheduled for my car to be dropped off on April 2nd at 8:00am so they could keep my car for the day. The person that I dropped my car off to said that my car would take all day but I should get it back by the end of the day. I called 3 times to check on my car and around 4:00pm they told me that my car was not going to be done that day. On April 3rd I started called to get an update on my car, they said that my car may be ready before the end of the day on April 3rd. I had my fiancée go by the shop and Ralph explained what the hold up was with my car. The store manager kept pulling him to work on other cars instead of mine so that is why my car took 2 days to finish. Once that was said and done, that was about $1200. Now on May 21st I had to take my car back yet again because my AC is not working yet again. They said that my compressor is going bad and I probably need a new drier, which would be another $1100. It's funny how they didn't see any of these issues while they had my car a month prior. I feel like once again they did not fix the true issue and put another band-aid on a very expensive issue that wasn't the true problem. I feel like they wasted a lot of my time, 4 days of work that I didn't get paid for and money, which was about $1500 and I still don't have working AC.

My contact is [protected]@gmail.com - [protected]

Desired outcome: I would like to get my money refunded so I can go to another PepBoys locations so that I can get the work done by properly.

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7:14 pm EDT
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The Pep Boys Turns down customers with appointments

I recently had bought a car and was thinking of who to trust to have it in good shape. I don't know the answer yet, but I know who not to rely on: Pep Boys.

Their website said they are open till 8PM, so I made an appointment for, 6.30PM, drove all the way to the store, arrived 15 min BEFORE my appointment. And guess what happened: "Sorry we are closed for today, please come tomorrow!".

If you don't work at 6.20PM, why on Earth do you give me an appointment at 6.30PM? Anyways, the lesson I learnt: Avoid this shop, not a trustworthy business at all.

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10:57 am EDT

The Pep Boys Oil change plug broken

Good afternoon, I'm filing a complaint on PepBoys Malcom Drive Montgomery, Al. My oil change on 2011 BMW 565 lead to thread plug being stripped. The manager gave me the oil change complementary but never mentioned anything. BMW of Montgomery has the car with video of showing plug stripped. I have a picture of my garage floor filled with oil.

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12:17 pm EDT

The Pep Boys Tire Installation

Mercedes C300
Delivered my vehicle for a tire change on (2) rear tires, I have black on black rims, when I picked up the vehicle the rims were severely scraped and scratched by the machine used to remove the tires.
The techs also balanced all wheels/tires however the vehicle front end is now shaking once on the highway. Called the manager and was told there is nothing Pep Boys can do - "the rims were painted previously"
Yes the rims were touched up but the damage done at this shop greatly exceeded anything previously visible
Horrible service, there was no dialogue just a refusal to assist.
I am unable to drive my vehicle due to the shaking and vibration at highways speeds

Desired outcome: Wheels balanced and aligned correctly

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2:35 pm EDT
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The Pep Boys Oil Change

I went in 04/28/2021 to get an oil change on my vehicle. I have an 07 vw rabbit with 123k miles. Next day after the oil change I notice giant puddles of oil in my driveway so I take it back a couple of days later and they tell me that they can't find the oil leak because there's too much oil around the underside of the car and they tell me to go take it somewhere and have it washed. They refused to give me the managers name or phone number. What kind of mechanic shop tells you they can't find an oil leak because there's too much oil. My car wasn't leaking a drop of oil before and now it's spewing on to my drive way.

Desired outcome: [protected]@gmail.com

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9:38 pm EDT
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The Pep Boys Mechanical Service

on 4/20/21 i took my jeep back to pep boys because my front brakes squealed, i had pepboys replace brakes on 01/08/21 wo 2214867, on 4/20/21 wo #2219392 pep boys states brake inspection but there worker forgot to put all my lugg nuts back on, when we noticed this today we drove over to pep boys to be told that pepboys would order my jeep lugg nuts but we could not have them til maybe tomorrow? so we were to drive with just 2 lugg nuts on tire until pep boys could get the lugg nuts in? this is a major safety issue for us, driving aroung with only 2 lug nuts and pep boys did not tell us or document any thing on work order, we have our copy it only says "brake inspection" yet when we picked it up armondo said i had dirt in my brake pad area but it was safe to drive now, so clearly my front whls were taken off and not put back right. this is not safe, i am a military veteran and pep boys said today to drive the car until the lugg nuts come in, we had to think of a solution standing in pep boys which was to take a luggs from other three wheels un til pep boys gets the nuts in.We are now waiting on pep boys? this was bad work and poor safetey, we could have been killed or anyone on the roads, you can not drive around with 2 luggs only on. [protected]. Army Veteran Dale Stevenson Store 0772 palmdale

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3:45 pm EDT
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The Pep Boys Stolen part off 2000 ford excursion

I had my ford excursion towed to pep boys at 3019 Allison Bonnett Dr Hueytown Alabama because it would not start I thought it could have been battery or alternator problem on March 19 and they told me that they were very busy and could not get to it right then so my vehicle set on their lot for two weeks before they looked at it, they called me and said they had gotten it started they were not going to charge me for it because they couldn't find anything wrong with it but when I came to pick it up when I cranked it up it was very loud someone had taken the catalytic converter off of it.

Desired outcome: Reimbursement for replacing it

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4:17 pm EDT
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The Pep Boys My car 2007 chrysler pacifica

This is the second time they have messed up I took my car to pepboyz cuz my boyfriend suggested it. We needed to get new breaks. When I got my car back it wasn't driving right when I pushed the break the steering wheel jerks itself straight. Ive3 almost got into 3 accidents because the car messed up didn't do that before I took it to them. Now my car is [censored]ed up. And I don't have a car. 04/06/2021 date of repair right away i noticed the car making weird noises 04/08/2021 retuened they trying to tell me the work they did was fine and that I hit something well I did r they are lying

Desired outcome: fix my car or replace it with an equivelarnt

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5:19 pm EDT
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Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

The Pep Boys Service on 2000 ford excursion

I am filing this complaint because I had my excursion to the pepboy shop at 3019 allison bonnett memorial drive in heuytown alabama I had it towed there because it would not start I had it towed there on march 19 and it sit on the lot for two weeks before any one looked at it they called me and said they got it started but it was very loud they said that the catalytic converter was missing they don't know how to check the cameras now they are saying I have to put the part on myself the catalytic converter had to be taken off while my vehicle was on the lot

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I have not been contacted by the company

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4:46 pm EDT

The Pep Boys Service repair

A hitch was put on my car illegally by PepBoy in Houston TX Hwy 6 and 529 I moved to Vegas began having starting troubles Hyundai asked me who put the hitch on So I go to the 506 Decatur store can't remember what did nothing clearly I decided to get a new battery Son put it in Wasn't really using car because I was out of town and when I return due to health I go to Doctor and Walmart So one day we was out driving like about 6 hour shopping I cut off car seen smoke lift hood I was putting out a fire with hands Thank God it did start Next day I went to PepBoy I was charged almost 1000.00 To fix What I don't know because that's when my electrical on the left side started acting up break light burnt to wiring head lights dim can't see road left side driver window issues left side compartment light several pushes may work may not People would tell me my break light was out I get someone to check they say it's working there clearly is a shortage caused by the poor improperly repair I complained Finally Due to Coronavirus I did get it in Troy told me that Texas admitted to doing a rush job Who rushed them IDK That why 506 Decatur store fixed some 3/11 to 3/22/21 Also when I paided the 1000.00 No one at that time admitted to any wrong but took my money The free repair on 3/11/ to 3/22/21 Is clearly a admission of wrong doing BUT They didn't fix my car headlight now go high to dim when I hit a hole or dip in the road nothing that I complained about got fixed But Troy named off everything that they fixed or check And everything is the same not working I call back immediately they was closed Next morning I called Troy and was informed I will have to pay

Desired outcome: I want my car back how it was before PepBoy damaged it

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6:22 pm EDT

The Pep Boys Store #835 in Matteson IL.

I paid $1650 for repairs to my truck. It started out as an oil change on Thur. 3/18/21 and the Manager over heard my conversation about leaving out of town the weekend. After the oil change was finished he spotted out things that needed to be done like back drums and rotors, lower control arm and front wheel alignment and it was gonna cost $1500, so by me going out of town he said I needed it so I said ok because I wanted to be safe as well as my passengers, so he had me to Two $750 in-store gift cards, I guess to lock in the service since he didn't charge for the oil change at that time. I brought my car in that Am(I was there waiting for them to open) and mind you walked home 3 miles in the Cold and he called me at home with some good and bad news he ssid the bad is he couldn't get the bolts off the back so my car needed new ones and it was gonna be $150 more and the good is he wasn't going to charge me for that service in which I replied Yes. I walked back to the Store to retrieve my vehicle in which I gave them $150 more, as he was at the register supposedly giving me my receipt he said the register was acting up and it had erased the screen so could he Email me my receipt so by me thinking nothing of it I gave him my Email. My Family and I left out Sat. am for Wis. and 1 hr. into my trip my car cut off on me on the express way while I was driving and I manged to get over Safely. I immediately called the store and yes I was very upset and asked them what the F**k did they do to my truck! He replied they didn't do anything to my motor. I was towed off the express way to a gas station. I tried for an hr getting a jump because the battery registered low the all of a sudden there was a loud BOOM and then it sounded like a truck with No muffler do I cut it off and it never started back up. The mechanic said it threw a rod. There was a Large whole underneath the motor. He asked when did I have an oil change and I said yesterday, he showed me the oil off the dip on his hand and he said see how this oil is brown and not clear and you see these little bubbles in it? that's how the motor blew they left air and the pressure blew it. You guys owe me a Motor! Meishelle Vaughn [protected]

Desired outcome: Vehicle Towed from Wis. and another motor put in my truck and $58 towing on Pep Boys!

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6:38 pm EDT
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The Pep Boys Water pump

I brought my car into pep boys because it was overheating and no heat. The repair cost over 600.00. Not even a month later, no heat. Returned to pepboys to only be told there was air bubbles in the line. A month later, no heat. Brought car in told that antifreeze was out. Next month brought car in no heat. Sat and waited was told that there was air in the line. Brought car in and they checked it and ran the car for about 3 hours and said they could not find a problem.. Brought car in for oil change. They did not put air in tires and they lost cap to windshield wiper reservoir. It takes about thirty minutes for the heat to start working. While driving to a doctor's appointment car started to overheat. No heat in car. Had car towed to pepboys around 11am. Called them at 5pm and they told me the water pump had a crack in it. I have resorted to renting a car because they told me they have to order a new water pump. I would like to be reimbursed for the tow truck fees and rental car fees.

Desired outcome: I would like to be reimbursed for the rental car fees and tow truck fees.

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8:37 am EDT
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The Pep Boys Engine service soon

Pepboys of rt 22 in union, employees were very rude and seem unproductive. I sat for over 1hr 30mins and finally ask a question about my vehicle to find out that it was just now that it was being looked over. After another hr I was finally told about the diagnosis issue with the car. Finally the car was being worked on, however I was not told any information about my car being completed after a 4hrs of waiting; again I had to call to find out that information after being put on hold 3 times that I called. Staff blamed other staff for not informing me about my car and I did not get my car until 7pm and got an email about my car at 730p. All this on 3/15/2021

Desired outcome: Talk to staff about customer service

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12:48 pm EST

The Pep Boys Service performed on my vehicle

On March 3rd 2021 i went to the pep boys at 7440 W Peoria Ave in Peoria Az, my fuel gage was not working. I had an engine diagnostic check done it was determined i needed a fuel pump. I believe i was over charged for the labor conducted the amount was 772.42 total just to install. I had the work done because i needed it done in order to register my vehicle along with passing the smog test. Three days later on 3-6-21 after getting off of work i started my car and the gage was not working again, i went straight to the pep boys and explained what had happen.The manager at the time asked me when could i bring it back in to be looked at i told him the following week after i completed my work week. On 3-10-21 i returned to pep boys to fix the problem . They explained to me that they needed to drop my fuel tank to check if there were other issues keeping the pump from performing at a price of $359.32 and replace the fuel tank for $617.55 i told them i would think about it considering i just spent $772.42 for the pump with no results. I asked is it possible to have gotten a bad pump they said yes.So i asked if they could check that out ( install another pump) they said they would I watched from the waiting room next to the bay while they drove it in.I never observed a new pump being switched out.They pulled the car back around front and handed me the keys and said that it was good.They never gave me new paperwork, i got in my car started it and the gage was still not working so they lied to me about the work performed.Because the gage was still not working i was not sure how much gas was in the vehicle so i went across the street to a service station and attempted to put gas in, and was enable to put gas in the car for whatever reason the gas overflowed out of the car as if i had a full tank of gas.Even before the car was taken in i still was able to put gas in with gage not working now i can't even do that.I don't believe i was treated in a fair professional manner by the store and they made my situation worse than it was before, now i have to spend more money to correct what was a simple fix i feel it's not right

Desired outcome: Fix the issue but not at that store(0748) or return my funds i spent almost $800 and have nothing to show for it

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12:03 pm EST

The Pep Boys Payment not received

I have a claim that I still have not received the compensation I was told I would.
It was back in August 2019 from a Marietta (Georgia) location. I went through numerous people who were supposed to get the money to me but somehow whenever I would call back and ask about the claim I would be directed to someone else who was supposed to be handling my claim. First it was Francine Scott at [protected]. Then Christina Butler at [protected]. Both people do not respond to me and don't answer emails.

My claim # is: [protected]
Store #: 0106

I would appreciate if you could get back to me as soon as possible.

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6:39 pm EST

The Pep Boys Customer service and safety

On March 1, 2021 at approximately 10:15 a.m. I entered the Pep Boys #1577 in Montgomery, Alabama to get my low beam headlight bulb replaced. The Manager Edgar B took my job and agreed that he could fix it and restore the finish on my headlights for $49.99. Some time between 11:00 a.m. and 1:00 p.m. An unknown customer came into the store and there was a disagreement between him and the Manager Edgar about a recently purchased tire and getting it replaced. The customer made a telephone call to someone and 2 females in a white automobile came into the store and the argument escalated with the male customer outside of the store. The male customer began arguing with one of the mechanics and they were threatening one another with violence and swearing at each other. The Store Manager was trying to stop the incident by standing in between the customer (black male) and the employee (white male). This went on for a couple of minutes when one of the black females was seen banishing a silver revolver at the white male employee. The white employee went to his black truck for whatever reason and the black male and the 2 black females got into their automobile and tried to run over the white male employee twice before exiting Pep Boys parking lot. After things settled a few minutes I was told that my total bill for buffing out the headlights, changing 2 high beam bulbs, 1 low beam bulb, with labor and taxes came to 189.00. I question Edgar why I was being charged so much and he could not justify why, but he said he would cut out the labor of 40.00 which I feel was much to high but I paid it so that I could hurry up and leave the premises. I feel that each incident should have been handled more professionally. If I could rate this store and after what happened to me and those customers I would rate it a zero, bad service, long wait, not good customer service. Thank you for your time and sorry for the long rant. PS the Montgomery police was called and notified of this incident.

Desired outcome: Better training for employee in resolving conflict with customers

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8:12 pm EST

The Pep Boys Battery exchange experience.

In the fall of 2020 I purchased a optima bjored35 battery from pep boys.

February 28 2021 I went to pep boys or roselle nj to have the battery checked and charge. The technician call me back to tell me the battery was dead and made a exchange for a different brand because no one has a optima bjored35 battery in stock.

He gave me a 35650chagm instead to replace the optima. I took it and found in the notes no warranty on the exchange and he never mentioned that to me before making the exchange.
I had to return it because the size was too large and my hood wouldn't close.

Now they exchanged it for a cbl96r590chp battery which did fit my car. My problem is that they also put no warranty on this battery of replacement if needed without telling me this.
The price is also a lesser price item by about $65.00. I asked her about it and she said she could only replace it but no money exchange. I had to speak with management. On my second receipt she also put a fake name and not my name on that receipt. Why did I not get a store credit for the $65.00 along with the exchange?

Thank you Manuel Vidal
[protected]@msn.com

Desired outcome: A gift certificate from pep boys for $65.00

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5:54 am EST
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The Pep Boys Unprofessional customer service

I had to cancel (3) appointments that made with them was for an oil change. The first appointment that I made with them was for Tuesday, 9 February 2021 at 3:00 PM. When I got there, I was told by an associate that they were busy, it was going to take a while and did I want to leave my car there and pick it up later. The second appointment that I made with them was for Friday, 12 February 2021 at 11:00 AM. When I got there, I was told by an associate that they were busy again and that he had been trying to call a company name American Car Center since earlier that morning to get authorization for the oil change per that company policy where I purchased my car. The third appoint that I made with them was for Tuesday, 16 February 2021 at 1:00 PM. When I got there, I waited for 20 minutes before an associate finally told me their computers were down and another associate named Lawn was on the phone in the back.

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1:01 pm EST

The Pep Boys After market parts installed on car that needed market only parts

Pep Boys installed aftermarket parts on my car and my car can only use market parts, so the repair that they did to my car, which was all dealing with the coolant system, and thermostat, only lasted a year for six-hundred and ten dollars. Now this year I've had to have the same repairs done to the car at the dealership for another five-hundred dollars, and I'm not happy about it. I called the location and they were unwilling to work anything out with me. I have receipts for all the repairs done, and I'd like a full refund for the work that they did on my car, because it was improperly fixed and has only caused me further repairs, which I've listed above.

Desired outcome: Full refund on repairs

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The Pep Boys In-depth Review

Overall Rating: 4.5/5

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

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

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

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

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

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

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

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

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

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

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

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

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

Pros and Cons:

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

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

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Contact The Pep Boys customer service

Phone numbers

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

Website

www.pepboys.com

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ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about The Pep Boys. Discuss the issues you have had with The Pep Boys and work with their customer service team to find a resolution.