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The Pep Boys Complaints 550

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1:34 pm EDT
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The Pep Boys awful company

I bought a doodle bug 30 mini bike from pepboys. The salesperson started it and rode it out to my pick up. When I got home and checked the oil it did not have any so I added oil to it. A few hours of use it the engine started knocking loudly so I called the pepboys manager and told him when I got it home it didn't have oil in it and that it had been ran by his sales person. And no better way to say it other then he just told me I was lying and it had full oil on it so now I have to still pay for it.

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Kelley
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Jul 18, 2008 1:23 am EDT

I took my car to PepBoys on Lafayette road in Indianapolis IN they told me I needed struts and I told them to change my serpentine belt because 2 weeks prior there was a small squeak they changed the belt broke my pulley to my water pump which caused engine damage. They broke the screw on one of the struts and did not tell me until they were about to close the store and told me I had to come back the next day to pick it up. There Insurance company came out and totaled my car but never PAID.

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Stork
US
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Sep 18, 2009 1:25 pm EDT

I find myself in a very helpless position. I got my first oil change at 4416 miles on my 2007 Hyundai Elantra. A little over 5 weeks later my dash lights came on and before I could pull over the car stopped running. I called the dealership where I bought my car and had the car towed. I expected that the problem would be a warranty issue. Within a couple of hours the dealer call and asked where did you get your oil changed. I asked why? They told me that there was no oil plug in the car and all the oil drained out and the engine had seized. The dealer advised me that this was not a Warranty claim since the oil change was performed by Pep Boys. At this point I notified the Service Manager at the Plantation Pep Boys where I had my oil changed. He was very nice and said he would submit a claim to Pep Boys Corporate. At the time I had access to another car so I didn't request a rental while I was waiting for a response from Pep Boys. Over 2 weeks went by and no decision had been made and I was informed that Pep Boys Corporate was sending a second inspector to look at my car. In the mean time my daughter was involved in an accident and the car I was using to get to work was totaled. I notified the Pep Boys Service Manager and he authorized me to get a rental car while we waited for a decision from Pep Boys. Over 3 weeks had passed and I finally got a letter from Pep Boys in the regular mail. They declined my claim based on the following items:

1. I had initially stated there was no oil in my driveway. Upon closer inspection I did find a very small and very light oil stain. My driveway is black and I expected to see a large puddle of oil. My driveway is also on a hill so it would not leak very much sitting on incline. Also it had been raining quite hard and often in the weeks prior to my engine failure. I informed Pep Boys that my original statement was incorrect and asked them on 2 occasions to come and look at my driveway both before and after my initial statement. They declined and made no mention of my amended statement in their declination letter.
2. They said they found no evidence of negligence on the part of Pep Boys or its employees. The Hyundai Service advisor and the mechanic both said that based on the physical oil running from the oil pan to the rear of the car was consistent with a oil plug that was not tight enough.
3. Pep Boys also confirmed in their letter that there was no evidence of any physical damage that might have knocked the oil plug out of the car and the dealer also confirmed this finding.
4. Pep Boys solution to how this occurred was that a vandal may have crawled under my car and loosen the drain plug or took my plug completely out of my car therefore causing the engine failure. I didn't have 4 or 5 quarts of oil on my driveway and no oil plug laying on the driveway so I guess the vandal cleaned it all up and took the plug with him. That makes sense right?
5. They also stated that my car has an oil sensor light that comes on when the oil gets low. As I understand that system only works when the oil gets to a certain point. So if the oil plug fell out before the level got to that point then the light would not come on. Therefore I would not have had any warning there was a problem. The first indication I had of a problem is when all the dash lights came on and the engine stopped running.
6. Finally they said it is my responsibility to prove that the drain plug was left loose by Pep Boys. If I can not show proof that Pep Boys left the drain plug loose they would continue to deny this claim.

After I received the Pep Boys declination letter I sent them a online complaint asking them to reconsider their position. One of the reasons why I asked them to reconsider their decision is their warranty states they stand behind any repair performed by Pep Boys for 90 day or 4, 000 miles. My claim was made after 39 days and 1484 miles. I received no response so I contacted the Service Manager at the Plantation Pep Boys store. He called the Corporate Office and informed us that they had made their decision and my only recourse would be to "sue them". Since then I filed a complaint with the Better Business Bureau of which Pep Boys is a member. I did receive a response that my complaint had been received by the BBB and they were going to forward the complaint to the BBB in DC. I assume that is where the Pep Boys Corporate office is located. I never received any additional response from the DC Better Business Bureau or from Pep Boys concerning my complaint.

I now understand why Pep Boys advised me to "sue them" if I wanted to resolve this claim. There is no one a single consumer can go to to get help. I tried several lawyers but the claim is not big enough for them to be interested. The local Better Business Bureau hands seemed to be tied because this is a out of state company.

At this point our claim is for $7036.04. This includes $6325.58 for the Elantra's new engine (parts, labor and tax), $602.46 for a rental car (Which Pep Boys Management Authorized) and $108.00 in lost wages. We're not looking to make a killing. I'm only asking for Pep Boys to make this right. A mechanic made a mistake. It happens, but I shouldn't have to beg to get Pep Boys to fix this.

Although I think we have a strong case I can't find anyone to take it on. Fighting a huge corporation with unlimited resources is scary at best. The only alternative I can see is to find some one as big as Pep Boys like the media who can call their bluff. I have seen may reports on [redacted].com and Better Business Bureau complaints against Pep Boys but none of this seems to compel Pep Boys to do the right thing. Can't anyone get companies like Pep Boys to be responsible and do the right thing without taking them to court?

Although this may not seem like a lot of money to a large company which I'm sure has insurance to cover mistakes like this. But to a small middle income family who put their trust in Pep Boys to do a simple oil this has been financially devastating experience. There is a lot more to this story then just the situation my family has had to endure.

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4:56 pm EDT
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The Pep Boys overcharged

I purchased CV axles for the left and right side of my autombile and they were installed by my personal mechanic.
The same day, the "clicking" noise came back. Pep Boys informed me I would have to have a suspension evaluation to determine if the axles were defective which I did. Pep Boys admitted the CV axles were bad and they would replace them for $261! I told the manager why should I have to pay my own mechanic $125 for installation and then pay you $261 when it was your products that were defective! I'm unemployed and took them to my mechanic to save money and if CV axles are put in wrong the car won't run so it's a matter of giving me 2 new axles, pay the core, let my mechanic put them in again which I will still have to pay money for Pep Boys defective products.

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Billy
US
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Feb 05, 2009 11:21 am EST

I got my car towed to there when it stopped while I was on 30 exton by-pass. They changed the battery and said the problem was fixed. Next day, it failed to start again and this time they said battery needs to be replaced. They did not diagnose it better before. They are very rude and unapologetic. I inquired about a door open sign on dash board and they said it has to be started with $90+ electrical diagnostic. I looked up on internet and used wd-40 to solve it. It cost me $1.65.

They are total rip-off. It happened to some of my friends also.

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roninsgirl
Las Vegas, US
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May 04, 2009 10:09 pm EDT

So my husband and I are trying to upgrade our 2002 Mustang GT. We took it to Pep Boys to get whole new shocks and struts put on the car. We we quoted approximately $425.00. We agreed to pay this along with we were also getting a tune up since the car was well over 50, 000 miles. Well we get a call about 2 hours into it saying that they needed to charge us an additional $100 for labor since they needed to removed speaker boxes! Really?! Shouldn't that have been something that they saw first before they tore the car apart? What if I didn't have an extra $100 lying around?! The car was already apart! Anyways, we sucked that up and paid the extra $100. A couple of days later the car started to get a wicked chug in it while it was in idle, almost like it was going to die. So we took it back to Pep Boys and asked them to please fix whatever they did after the tune up that made that happen, because obviously it was something they did, it never had that problem before. They refused to look and told us that we could pay for a diagnostic for $100 and it if was their fault they would fix it. Well I flat out refused to pay them more money to lie and tell me that it wasn't their fault. So I took it to a local mechanic and while messing with the car, apparently someone at Pep Boys slipped with their screwdriver, or some tool similar to it, and punctured a hole in one of the hoses, causing the air to seep out. We took it back and told them that they needed to fix it since we had identified the problem without their $100 help. They flat out refused and told us to prove that they did it. REALLY?!?!?! I was shocked at the level that they would go to not to fix a simple hose! It would have taken 10 minutes at most for something they caused! NEVER EVER use this Pep Boys! They will not old overcharge you but break something at the same time and then refuse to fix their own mistake!

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Repairgod
Lancaster, US
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Dec 04, 2009 10:45 pm EST

First of all, nobody is going to cover labor as part of a warranty claim...this is stated in your warranty.
Secondly, had you paid to have them installed at Pep Boys or any other professional establishment, they would have supplied the part and the service...therefore they would have warrantied both the part and the labor as warranty items. So...how much money did it save you taking it to your personal mechanic? Nothing would be the correct answer. I am no Pep Boys lover, but everyone sells a part that's defective on occasion and a situation like this is not to be completely unexpected. Good luck :)

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IRA SELLMAN
Annapolis Junction, US
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May 17, 2009 10:12 pm EDT

VERY BAD CUSTOMER SERVICICE AT THE PEP BOYS IN ANNAPOLIS ON WEST STREET WALKED IN AT 1.15 PM SERVICE REP NAME IS JEWELS DID NOT MAKE ANY EYE CONTACT NOR DID HE ACKNOWLEDGE I WAS THERE AFTER HE TOOK CARE OF TWO OTHER CUSTOMERS HE STILL DID NOT SAY ANYTHING TO ME THIS IS GOING ON ABOUT 20 MINUTES SO ISAID FINE WALKED OVER TO HIS MANAGER NAMED MIKE I TOLD HIM HE DID NOT SAY ANYTHING TO ME TO SAY SAY I WOULD BE WITH YOU IN A MINUTE SO YES IWAS ANGRY I LET HIM NO HOW I FELT AND THE MANAGER REALLY DIDNT SEEM TO CARE EITHER SO NOW WQHAT I WILL NEVER GO TO THAT PEP BOYS AGAIN EVER IJN MY LIFE TIME .

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3:43 pm EDT
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The Pep Boys damaged auto

Please allow this correspondence to serve as a complaint against PEPBOYS store #106, Marietta, GA. Below is a letter sent to the PEPBOYS Corporation in Philadelphia, PA.

'Let Us Install It For You! Service Department->>>’ (en Espanola todos) states a sign hanging in the retail area at PEPBOYS store #106. In the Service Dept. a sign states 'Installation, Customer Satisfaction Guaranteed'. While Scott Hendrick (Service Manager), was out on vacation, a 1.5-hour installation of a backup camera sold in this store for my 2007 VW Passat became a 12-day nightmare that continues.

• $120 in groceries discarded at location after waiting 5 hours;
• Dirty & greasy leather, dashboard, & carpet due to Service Technicians inept;
• Car taken to a VW service center for repair to the electronic relay system and mechanical deficiencies from PEPBOYS ASE Certified Technicians dis-repair;
• Camera, to date, is not installed and advised by PEPBOYS that they have discontinued service of installation to the camera backup system;
• Car is at the body shop for repairs due to physical damages incurred including dents/scratches/scrapes to body and a screw hole in dashboard while at PEPBOYS property #106.

I have been in PEPBOYS #106 on 5 of the past 12 days. I have witnessed numerous other clients’ complaints, anger and frustration over the lack of customer service & ineptitude of the service department. Several of us have asked this question, ‘If they (the Service Technicians) didn’t know what they were doing, they shouldn’t have started the work.’

The damages to my 2007 VW Passat include dents and dings to the body and a screw hole in the dashboard. Store management at all levels, in both the retail and service areas, including the Area Manager of the Orlando, FL district (Frank) assigned to the #106 store for approx. two weeks, and Service Techs admitted to and apologized for all damages. Damages to both the body and to the electrical system as a result of malfeasance.

Godfrey (Assistant Retail Manager), Al Jaramillo (Assistant Service Manager), Bill Purdy (Retail Manager), Scott (not Hendricks), Paul, and Omar all apologized for the damages and the lengthy installation time. All stated that it was the PEPBOYS policy to make things right and that the project would not be complete until I was satisfied. Bill Purdy and Frank (Area Manager), delivered the car to Jim Ellis VW and scheduled service with David Kreafle (Jim Ellis VW Service Advisor), stating, 'we will make this right. Take care of this car.'

When Scott Hendrick became involved with this incident, he refused to start a claim for the damages. Scott Hendrick refused to obtain property damage estimates for the damage caused by his Service Technicians. He demanded I drive all over town for three estimates. I advised that pursuant to the Georgia Department of Insurance one estimate is sufficient and legally prescribed. I requested from Scott the name and number of PEPBOYS insurance company. He refused to give it to me stating that was not PEPBOYS policy. I made numerous phone calls to PEPBOYS corporate offices and opened the claim as a direct result of my research.

I have been without a car for 12 days and counting. I requested a rental Friday, 09/11/2009. Scott Hendrick refused to give any information on whom to call nor to authorize a rental. After many phone calls to PEPBOYS Customer Service Center, I was given the name of a Claims Representative (Rebecca). I called Rebecca, [protected] ext. 9692, as she is now assigned to my claim (#27395). To date, she has not returned my calls nor those of Robert Sims, Claims Supervisor, GEICO Insurance Company. Please note, GEICO represents my auto policy coverage.

PEPBOYS now refuses to install a working backup camera. I informed PEPBOYS of the necessity and severity for purchase and installation of a rear backup camera. I selected PEPBOYS for this product and installation based on my previous experience with PEPBOYS products/service.

The gravity for this purchase is as such from an experience my wife encountered. She was physically assailed in the parking garage where she works as an Intensive Care Surgical Nurse. The assailant was crouched low behind the car. She didn’t see him and he attacked her as she exited the car. With a rear camera, she will see an assailant before exiting the vehicle providing her with some sense of reliance for her safety/security. As a Retired/Disabled Federal Law Enforcement Officer, I am concerned for future attacks and was hopeful for some peace of mind.

I selected PEPBOYS to purchase this device including hope for quality installation as provided in the past and noted throughout their signage in the retail and service areas.

This vehicle was detailed the day before I entrusted service installation by PEPBOYS with a PEPBOYS product. Now, this car is dirty, greasy, damaged and still without a rear camera. I do not have a car to drive.

Where is the integrity? Where is the customer service?

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Greg Diete
US
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Mar 03, 2010 7:15 pm EST

Please can someone contact me about my Coverite auto cover.

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Greg Diete
US
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Mar 03, 2010 7:14 pm EST

Purchased a Coverite cover for miy automobile.
It deteriotating into fine white granuals.
what cover can we purchase that will not hazordize to people or the inviroment?
Do you have a car cover that will hold up?
Greg Diete [protected]
We have sent several request and no one responds.

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Akoni
Marietta, US
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Nov 17, 2009 9:44 pm EST

i just started working at that store and the service and work ethic is horrible im having serious issues with these pepole its hard to do do quality customer service with this company because theyre very unporfessional. im only in sales and been there a total of nine days and they give me hell a coworker by the name of david decides to put some degreaser on the floor and not mop it up and a customer nearly slips and trys to blame me for his careless unsafe work ethic he puts the wet floor sign on the side of the floor that isnt wet theyre very silly and childish when it comes to conversation and comunication. theyre horrible im sorry about your loss and hope they do something i care about customers i work with with god bless you!

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6:33 pm EDT
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The Pep Boys rip off company

Took my van in for sparkplugs and check engine light and was given estimate of $200.00. All day they kept calling trying to sell me brakes, (just done by me) fuel filter, (done by me 2 months ago) new plug wires which I agreed to.

Upon going to pay I was advised there was $24.99 shop charge (what is this) and an extra $99.00 for installing ths sparkplug wires. ( avery easy job on my vehicle) which brought the bill to %376.00.

After much protesting they agreed to give me a 10% discount (big deal).

Beware that they think all customers are unaware of their vehicles and they will rip ou off big time. I will never deal with Pep Boys again and am also filing a complaint with the BBB on them.

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Unknowndude
US
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Aug 15, 2010 3:18 pm EDT

I work at Pepboys yes they treat employees like [censor] so in return u get bad service. Basically anyone that complains gets a free job and in the end the things the tech did get taken away . They shoulve adviced you on the rate for wires, as a tech I don't care if it's easy I need to get paid for things I do or else I would stay home. If you think it's easy you should do it yourself. It's not Christmas and next time check out the dealer and see who's the rip off...

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I had in January my car repaired at Pep Boys . They worked on the front axel of my 1997 Honda Accord. They added new cv joints and cv boots . Although the car was riding badly after that, shaking in the first gear especially uphill I thought that it could be something else. In September the problem accentuated creating a hard noise and strong vibrations. I...

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The Pep Boys Not fixing my car correctly and the engine light continues to come on and will not go off and no one returning my calls now that they have my money.

Pep Boys installed an engine in my 1998 Oldsmobile Cutlass and I have a 3 yrs warranty on the engine and was told I can go to any Pep Boys if I have any problems within the 3 yrs. My engine light has been on now for months and I have went to several Pep Boys and they continue to tell me I have to take my car back to the Pep Boys that installed my engine. I have called and emailed Pep Boys Corporate Office and no one will return my calls or respond to my email. It cost me $2800.00 for my engine and labor. Pep Boys is a rip off and they really treat women bad and I just want some one to help me in this matter, because I need to get my car fixed correctly because I will have to get a SMOG soon and it will not pass due to the enging and oil light on. I have taken it to other mechanis who said don't allow Pep Boys to put my car on another diagnostic machine because I have an engine problem and not an electrical problem because they also keep charging me $100 to continue putting it on the diagnostic and the problem isn't getting fixed.

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Stan
US
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Apr 15, 2010 7:17 am EDT

Ordered part from Pep Boys on Tuesday paid for next day delivery. Was told it would be in by 3 P M. Went to store at 4:45 P M.. Was told it would be in by 6 P M. Went back to store on Thursday at 8:30 A M was told that parts ordered Past 3 P M take 2 days. Why was I told after 3 P M on Wednesday..I have an appointment with my mechanic at 11 A M today.I paid extra for next day delivery what a joke...I'm not mad at the clerk the company needs to teach them there policy...

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Nedy
US
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Apr 28, 2010 6:11 am EDT

After 3 months of fighting with Baja i finally got the ok to return the go cart. Baja told me to leave the 150cc cart at the repair shop. Its been in this shop for three months. I was told to return to Pep boys with a confirmation number and i would get my money back. Now 4 days later i have no money no go cart and they dont know when i will get my money back. This was a Christmas present for my three kids. Mabeye they will return my money before next Christmas. To be continued. Hope this dont happen to you.

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Peppopat
Miami, US
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May 11, 2010 9:08 am EDT

Location:
2301 Southwest 8th Street
Miami, FL 33135
Phone: [protected]

I took my car in for a minor job that required the car to be put up on the lift. I guess Pep Boy School forgot to teach the mechanic that the radio needs to be turned off first or the antenna will hit the ceiling and kink it. After much auguing over the liability Pep Boys finally conceeded that they would fix it, free of charge.

What they didn't tell me was that they were putting in a crappy aftermarket antenna that only lasted 6 moonths. It makes a horrible noise when the radio turns on and when it turns off. It's so embarrasssing.

When I tried to take it back to have it done over, the magager, Edwin, was so rude to me as if it's my fault that THEY put in a crappy antenna. He said it was my fault for having brought the car to them to being with, How's THAT for service?

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Romek
US
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Mar 18, 2009 12:43 pm EDT

Purchased 4 new tires under the 'Buy 3 Get 1 Free' offer. Mailed in my information and received a card saying that my purchase was outside the promotion dates. I called and the representative said they had mistakenly entered it under the wrong code.

First of all - nice try. Secondly - Pep Boys has been running the same deal for as long as I can remember. How was my purchase outside some offer range? Pep Boys likely sends that card to most customers in hopes that a minimum of 50% will be too lazy, lose the card, or simply take Pep Boys' word. I did finally receive my rebate, but I will never set foot in another Pep Boys.

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Mark
US
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Apr 14, 2010 9:34 am EDT

These idiots have no clue whats going on! My car was towed to the shop for the 3rd time in less then a week! When this problem is done I am done with them! Manny, Moe, and dumb ***! The store in Stratford NJ charges $90.00 for diagnostic testing but guess what, there is no computer! The lady told me they do it by hand as if it were an old car! I won't ever go there again. Now they tell me I can bring it back to the Audobon store where it was 1st towed into to have them look at it! Right about now I'm pissed cause this car rental is killing me!

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Slab95
US
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Jun 19, 2011 2:11 pm EDT

I bought 2 proline rims and tires the guys put the wrong lugnuts on now i can, t get the tres off the car so i can put brakeshoes on the problem is that the lugs were wrong and they striped them off while proforming my yearly inspection at aaa transmision in york pa. there is the problem, i don, t want to get the guy in trouble that put them on atyour pepboys statin look even if the inspection was proformed the wrong lugs were installed in the first place so please tell those guys at pepboys in york, pa to do the right thing, i love that place, they have fixed m up hndreds of times and i can, t figure out why thee doing this!

Valerie
Valerie
US
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Jun 02, 2008 6:50 am EDT

Pay us now or pay someone else later should be their motto.

I went to Pep Boys to have two tires repaired on my leased SUV. One had a nail and the other a slow leak.

They repaired one and couldn't find the leak in the other. They recommended replacing all four tires before returning the vehicle to GM.

I declined the tires and paid for the repair. A short time later my vehicle was ready.

Within an hour of driving I realized that my air conditioner was no longer working.

Coincidence or criminal mischief - you be the judge.

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Brian Dilts
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Jun 20, 2008 5:26 pm EDT

Does anyone know why Pep Boys now requires your vehicle registration information, even if you're bringing it in for a simple oil change? According to the location I went to, he needed the information, so he can "put my information in the system". He said they updated their system in January and this is a new requirement. I could not a straight answer as to why. It used to be any time I brought my car in for anything (except inspection) that they just needed the make and model, and maybe specific information about the car (engine type, etc), but never for this type of information.

It strikes me as an invasion of privacy to require this. Does anyone else agree or know why this is done?

Thanks,
Brian.

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Joe828
US
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Sep 02, 2009 6:45 pm EDT

When took my car to pep-boys for brake service they put a nail in the side wall of my tire. I inspected my car before I took it in. I also have tire pressure sensors on my car that didn't low tire pressure before took my car there. The mechanic showed me the nail in the sidewall. It was a very small nail that could never had driven over because it was on the side. I informed the manager and he said that none of his employees would never do such a thing. Of course the tire couldn't be repaired because the nail was on the side wall. They tried to sell me another for $138 dollars. What a lousy way to sell tires.

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Kim
US
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Jan 14, 2009 8:27 am EST

I went into a Pep Boys for the first time yesterday to get some new tires since I'd blown a tire over the weekend. Ordered 2 tires (presumably for 54.99 since that's what it said on the tag) which ended up being $81 ea.. did not notice the price discrepancy till the following day. [strike 1]
That night, one of the NEW tires blew out.

So I dutifully back to the Pep Boys at 8am in the morning on Monday to get it swapped out. Was told by the Manager (Juan) that it would take 1.5 hrs to get to my car since there were 3 other cars in front of me. I waited there a little over an hour in the waiting room and was called to the counter to be told they do not have my tires in stock. Why would you make a customer wait an hour to be told a TIRE is not in stock? Thanks for making me late to work. [strike 2]

Called up the same Pep Boys after getting to work and was told by Juan that the tires wont be in till later in the evening. I asked whether since I have to come in anyway whether I can pick up two more tires as part of the buy-3- tires-get-1-free special (which I wasn't told of yesterday) and Juan raises his voice and tells me hurriedly the invoice is closed and if I want two more tires I'd have to pay full price for them. Even after I explained the salesperson yesterday misrepresented the price of the tires, the manager was completely unsympathetic, uncaring, and even went insofar as to make fun of me for not noticing the price discrepancy yesterday before signing the bill. [strike 3]

Lessons learned: never go to Pep Boys in Jersey City (by the newport mall). They're shadey to customers, women especially, and don't treat you like they value your business at all.

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The Pep Boys bad service & parts

Three years ago I had my alternator replaced by Pep Boys. For a little more money I got the "lifetime" replacement deal which covers the part but not labor.

About a year after i had the work done I needed a new alternator. I took it to Pep Boys and it was replaced for $120 labor.

A couple months ago I started to hear a very loud rattling sound from under the hood. I determined it was the alternator and when I had time took it back to Pep Boys for replacement.

It turned out it was indeed the alternator which cost me another $120 in labor to have replaced.

So far I have paid over $300 in labor for this lifetime warrantee.

Not my idea of a good deal.

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Melissa L
?, US
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Sep 05, 2009 3:02 pm EDT
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Um, okay if your alternator is "breaking down" that quickly after getting it replaced several times already...maybe you should be taking it to either a different Pepboys location or just somewhere else in general. I'm surprised a little light bulb didn't click on in your head after the second time. Whether you know about cars/trucks or not, come on! Something's not right here! They're ripping you off! I'm sorry but I don't understand how you could have fallen for this 3 times? I mean depending on what kind of vehicle you have the alternator is going to last a little longer than a year, come on do some research!

When it comes to having to pay for the labor even though you have a free lifetime warranty, who cares really!? That's how it always is. When you took the car back the second time did anyone bother asking you when you last had the alternator replaced/looked at? Something is going on at this location. I have nothing further to say to you except, ###!

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3:55 pm EDT
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The Pep Boys do not give rebate

I re-write this because the responses are simple. I've made an error. I paid for 4 tires, not 3. To get the 4th tire free, I would get the rebate for the 4th tire, thats why I paid for all 4 tires to begin with. I still have not received any thing from them and now, they just got one on me. Being a business man and working in customer service, I do know how to handle the type of situations that are presented to me. I guess "Pep Boys" have some internal troubles with their rebate programs. To lose $54.00 won't kill me but, in all fairness, they should honor these things. I like PepBoys, but, one person says anything bad about a business, 100 people will not buy there. It's not business worthy. Truth be told...I'll never buy there again.

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The Pep Boys avoid this company

Please do not use Pep Boys ever. Not even if they are the last option. They will make it worse than it is. Their repairs are so bad. They do their work so roughly and are not even bothered if the thing is working properly again. I had taken my car in for a simple oil change. That was the worst mistake I made. I can't understand how they can make mistakes like they do.

They did not get it done properly they left some part loose. I had to get it done else where. Also once when I had gone to get some part fixed they said that they would have to put another one. They did. But that got ruined quickly. They have all cheap parts. Do not go to them they will do anything to get you back so that they can make more money. Stay away form Pep Boys.

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neutral guys i sac
Brentwood, US
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Apr 08, 2011 8:56 am EDT

Well my friend if you want 100% quality parts go to the dealer and you would pay 3 times more and trust me they also screw things up.

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3:10 pm EDT
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The Pep Boys stay away

Pep Boys has the worst service you can ever imagine. They do not know what to do. While fixing something they mess something else up. They are very careless and irresponsible. I wish I had never gone to them. They put me in loss and screwed my vehicle too. I had taken my car in to get my starter replaced as it was old and was giving me a lot of problems. They replaced my starter but while in process they messed up some wires. It caused a lot of damage. On my way back home I smelt something burning, some plastic. So I went to the nearest garage and was told that they did a blunder with the wires that caused my battery which I had recently purchased and my alternator which was new too to go bad. Please don't trust them with your vehicle. They will mess things up just coz they don't get business and want you to come back. That's what I believe. They do substandard repairs and are dishonest. Stay away!

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7:26 pm EDT
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The Pep Boys awful service

Pep Boys think they offer the best auto repair service but actually they are the worst I have encountered. I used to take my car here for repairs earlier because they were the closest repair service centre. Once I had taken my car there this one time and left it there for repairs for almost a week. When I got my car back it was worse than what it was when I had given it to them. They buggered it up totally and I couldn't get it repaired at any other service centre other than the dealers which I knew wouldn't come cheap. I wish I hadn't gone to them in the first place. I wasted extra money going to them when I should have directly gone to the dealers or any other service centre. Please avoid Pep boys at all costs.

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On August 11, 2009 I when to Pep Boys in Phoenix to purchase new tires for my '02 Expedition. I was looking to replace my "Cooper" Brand Tires with the same exact tire, so I call the store closest to my work, got a price and told them I would be there in 20 minutes. The Service Manger, Elier F Romo, for whom I spoke, said they could get me right in. So...

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5:02 pm EDT
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The Pep Boys scam... attempted rip off

Purchased 4 tires 6 months ago for Volvo v70 Cross Country. Noticed a bad vibration over 65 mph, went back to have tires balanced, was told both front shocks had blown out, they gave me an estimate of $950 to replace them. I opted to go to Branford to a mechanic who worked on my MG's and other foreign cars. They road tested the car then put it on the lift. shocks were perfectly fine, a sway bar linkage was broken, $57 for the part plus$85 labor. Big difference from $950... These idiots at Pep Boys are either incompetant or sleazy rip off artists, or both...

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jbfirebird
nowhere, US
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Jun 19, 2011 1:21 am EDT

best place to go is always going to be the local garages. they live off of their customers. large chains, whether its pep boys or anyone else, do the work and get it out on a constant rate. people that cant get jobs at smaller garages or their own garage will go to work for larger chains.
plus, costs are usually cheaper because they are all about saving their customers money most of the time.

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The Pep Boys Unbelievable: Pepboys doesn't assume its responsibility which is as clear as black and white

The short story is as the following: after a smooth drive of about 30-minute (about 20 miles) from a Pepboys store to my home, all four wheel covers on my Honda were missing. The store insists that this was not the store’s responsibility. Sounds unbelievable? That’s what has happened to me. I record the whole story in the rest of this complaint.

On 7/15/2009, I had some repair/service work, including brake check for my 1996 Honda Accord at the Pepboys Laurel Maryland store. At about 9:45pm we (my wife and I) picked up the key of the car, which was parked immediately outside the workshop’s first bay and was heading to the bay. We walked through the bay to the car from the front and thus didn’t notice if the wheel covers were on or not. It was approximately a 30-minute and 20-mile drive from the shop to our home and the car was parked in our single home garage, with garage doors locked. The next morning, I found that all four wheel covers were missing. I drove the car to the store and spoke to the technician: “you forgot putting on the wheel covers yesterday”. To my surprise, he replied “No, I did put them on”. He also said something that it was not easy to install them and he actually spent some effort getting that done. Well, we had this car for more than 13 year and had driven it for more than 150K miles. The car had been left for services in different shops, including another Pepboys’ store. We never have experienced one single occasion of losing one single wheel cover. How could it be possible for all four to fall off in such a short drive. I spoke to Mr. A at the service desk on this (Note: I know his first name but hide this info for now). Mr. A helped to check the workshop but didn’t find any unclaimed covers. He said he would think about this issue and asked me to contact him in an hour. He gave me a business card and wrote his first name on it. I called him after more than an hour. He said that they didn’t have the spare Honda wheel covers and asked me if I would accept other covers. I said that other covers would be fine because the car was pretty old. I told him that I would be in the store after work. However, I later learned that there are different types of wheel covers, some clip-on type and others screw-on, and that my Honda uses the screw-on type. I then called Mr. A in the afternoon asking him what type of covers he had. He told me that the store only had clip-on type. I then said that I would want the screw-on type so that they wouldn’t fall off. He said that he needed to order the covers for me and asked my vehicle’s identification number (VIN), for ordering purpose. He said that he would call me once the covers became available. I waited for more than a week and never got any call from the store. I then called the store on 7/24 but the agent answered the phone said Mr. A was not in. I called again today (Monday 7/27) and reached Mr. A. He told me that he actually didn’t work on this issue and apologized. He said that he would talk to Mr. B (I know this persons first name but hide it for now), who checked in my car on 7/15. He said that he’d let Mr. B call me. I waited for about three hours but no body called. I then called Mr. B. To my surprise again, Mr. B insisted that the technician had put the covers on. I asked if the technician put the covers on appropriately and he answered yes. He said that because I didn’t check the wheel before I drove off the car the store would not be responsible for the missing covers. This was not a good logic. Even if the covers were on when I took the car, they shouldn’t have fallen off in such a short drive. I ask him to explain why the covers were missing in a 30-minute drive. He said that he didn’t know. I told him that there were only three possible scenarios: a) the covers were not installed; b) the covers were not installed appropriately so that all of them fell off in a 30-minute drive; and c) I stole the covers myself. Since he insisted the first two cases were not true, the only conclusion seemed that I had stolen my own car’s wheel covers and tried to cheat the store. No kidding, this would be a criminal act and would warrant a police report (which I probably will need to file if the issue cannot be resolved with the store). I asked to speak to his manager, Mr. B said that he was the associate service manager and that the service manager had known this and shared the same opinion with him. I asked to speak to his store manager. Mr. B said gave me the manager’s first name but said that the manager already went home. He said I could call Pepboys’ corporate 800 customer service number. I found the number from the Pepboy’s website and filed the case. I’ll report more on this later.

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The Pep Boys over charge /no recipt

I had take my car for inspecyion and they told me it need a tire. But I took it to pep boys and end up paing $598 for 4 tires that my car do not need, and they did not give me a recipt. I call the headquarters they did not solve, I call the manager he answer (Pep boys this is) when I start telling what happened he pass the call to a arab that cursed me out and treatned me so bad, I had got so sick and trew up. Other day the manager making like a victim call me to apologised he sooposed to send me the recipt and 15 days passed and I have not got the recipt. Please someone tell me or help me they robed me.

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The Pep Boys lies, lies, lies

Pep Boys' advertising tag line is "Pep Boys does everything for less" - but nothing could be farther from the truth.

Customers walking into a Pep Boys auto service center will see a prominently displayed sign, comparing the Pep Boys store price for common auto services, such as oil changes, wheel alignments, brake jobs, etc. - about 10 services in all - with nearby chain-store competitors. The sign board will show that Pep Boys prices are slightly lower than the competition for these services.

However, what customers aren't informed of with equal prominence is that for all other types of services, Pep Boys bills on a time and materials basis. And Pep Boys' hourly shop rate is approximately the same as the rates charged by new car dealer service departments, which are almost universally regarded as the most costly place to obtain service for a vehicle.

This practice would seem to clearly contradict the claim "Pep Boys does everything for less." Pep Boys' prices are competitive only for a small selection of services. For all other services, their prices are typically about the same as a new car dealer, and significantly higher than independent auto service providers.

It doesn't take an attorney or auto repair expert to understand that Pep Boys engages in deceptive advertising practices. On top of that, as a survey of various consumer review web sites and Better Business Bureau reports reveals, Pep Boys has a consistent track record of providing poor service, charging for repairs that aren't effective, and using questionable techniques to upcharge customers for unnecessary parts and repairs.

Unfortunately, I learned these facts for myself the hard way. Pep Boys charged me for over $500 in repairs, including $90 for an "in-depth" engine diagnostic. But this work did not accurately diagnose or repair my original problem, which was later corrected when another mechanic simply changed my fuel filter.

Any consumer interested in obtaining high-quality and effective auto repairs at a reasonable price can do much better than Pep Boys.

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Repairgod
Lancaster, US
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Dec 04, 2009 10:59 pm EST

Read the post I link here, it should explain much to you.
Pep Boys, Manny Moe And Jack — employee treatment

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12:05 pm EDT
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The Pep Boys defective snow tire

Purchased seasonal snow tires due to travel for child's ice hockey team, first season no problem, although they insisted smaller tires were okay and not being a tire expert I trusted them only to find out later this really screws with your mileage and odometer. This past year, only second time tires were on car I started hearing a squeaking from back of car, had tires checked and removed since it was early April and found that the rear passenger tire had split from the rim down! I see this as a faulty tire, end of discussion, the tread is fine on all the tires. I want all four tires replaced. Their story is that they will replace the single obviously damaged tire but all the tires need even treads so therefore I need to purchase at the pro-rated price the remaining three tires. I don't think so. If one tire from this lot is defective odds are the other 3 are. Also, what a scam, place a defective tire and get the purchase of 3 more from them. Run around by customer service, the store claiming they called us 3 times and we never returned call then oops they had the wrong area code, puleeze - the number on all of our paper work is correct - next stop is Kanook, the tire manuf., BBB, then magistrate as I took a child with me when traveling and this was a major safety issue. On top of using too small tires (although I hear conflicting views of this and it's not the primary focus of this complaint.

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10:33 pm EDT
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The Pep Boys riped off

Everyone, watch out for pep boys anaheim hills ca.! Took my jeep grand cherokee in for a radiator check and repair if possible for a leak. Radiator was not repairable and agreed to replace. Also at the advise of the service rep, replaced thermostat because of the mileage on vehicle. After work was complete, got vehicle home and found fan shroud cracked and "gluded" back in place. Took it back and problem was handled by manager. Steve kennedy. He told me that they did not break the part but would replace it free of charge. Hu? Why would they replace it if they did not break it? He had to order part and would take a couple weeks. Part arrived and was wrong part number. Would have to reorder.in the same conversation, steve kennedy asked if they could fix it to make it look good so he would not have to eat a $675.00 fan shroud? Told him no. He said he would call me when the part arrived. Well, it never arrived and he never called! Steve kennedy is never available to answer my calls and continues to avoid me. After filing a complaint with the bbb, they also have failed on returning an answer to my complaint! What is going on here? Does steve have a brother at the bbb? Next stop, dept of automotive repair! Steve kennedy and the mechanic should be terminated for unethical business practices! (If they haven't already been). If I conducted my own business like this, I would be out of business in a heartbeat.

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Mike873487
Huntington Beach, US
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May 13, 2010 10:00 pm EDT

why do you need a 675 dollar fan shroud anyways? does the crack affect anything in the operation of your vehicle? could it be that the plastic was old and brittle from being overheated? you clearly didnt maintain your coolant system otherwise you wouldnt have a blown radiator, radiators only deteriorate when the coolant is neglected and NOT ever flushed. so now why all of a sudden do you care so much about a part that works when cracked or uncracked when you so clearly didnt care about the maintenance of the cooling system in the first place? YOu obviously want something for free. I understand your philosophy of "IT WASNT CRACKED WHEN I BROUGHT IT IN" but guess what? its not their fault that YOUR old and neglected vehicle fell apart while they were trying to repair it for you at the lowest price in town.

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marllz
phoenix, US
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Jan 18, 2010 11:12 pm EST

You are an Idiot..

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Hannah654321
Anaheim Hills, US
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Nov 05, 2009 11:25 am EST

most people who complain about being ripped off are just mad because they didn't get something free. Pep boys doesnt owe you anything. I found the biggest complainers are the ones who were mad that they couldn't rip pep boys off.

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SheriLynn143
US
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Oct 23, 2022 3:20 pm EDT

No totally not true! Maybe true for some cases but not for all!

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8:09 pm EDT
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The Pep Boys starter problem

I took my car in for starter problem on May2, 2009 at 9AM. Before I took the car in I called in Pep Boys and talked the the service department. I was given total price of starter and labor $608 out the door by Jonathan. When I took the car in, it was taken in by Cruz. He quoted me the the same price of $608. I got a call back in the evening that it is going to cost over $1389 to install the starter 'cause they have to extra work. Finally they came down to $825, which we gladly paid. When we went to pick up the car, it was making loud noise by the engine.

I was told by assistant manager Cruz, he will take care of the problem. I called back Tuesday 5/05/2009 and was told by service manager John, it will cost me another $450 to fix the problem.

These people need to get the act together and need to have knowledgable people who know about cars and customer service.

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sibongiseni elinah booi
ZA
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Aug 02, 2011 1:23 pm EDT

I was in capetown pep store 26 july 2011 to trasfere money so i made amistake i was clicking my phone number instead of four number so untill today no one helping me in the store to get my money back or else. what can i do?my cell number:[protected]

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The Pep Boys avoid them

My wife made the mistake of taking her car to Pep Boys at 215 E. Katella in Orange, California to have her brakes checked. She received no call from them regarding the repair costs so when she went to get the car at the end of the day it had new brakes front and rear and two new Futura GLS 185-65R14 tires. Knowing she had gotten screwed and having failed to consult me first she just paid the $500+ dollars and didn't mention the incident. I'm over that part but since then we've had three "side wall" flats on those tires. I've worked in the automotive industry and I know that this is a product issue. Two of the flats occurred while I was using the car and I didn't run over anything to cause this. We have had this car for over five years and no other brand of tire has had any sort of flat let alone a side wall flat. Even with the so called road hazard coverage each replacement was at least $35. That's for a tire that's only $45 brand new! I would also like to point out that my attempt at discussing this with the manager led to him angrily pointing out that only my poor driving could cause this. I do not expect any help with this matter from Pep Boys, I just want everyone to avoid this sort of thing happening to them.

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About The Pep Boys

Screenshot The Pep Boys
The Pep Boys is an automotive aftermarket service and retail chain. They offer a range of services including tire installation, oil changes, and brake repair. Additionally, they sell auto parts, accessories, and maintenance items. The company caters to those needing vehicle repairs or maintenance supplies.
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Overview of The Pep Boys complaint handling

The Pep Boys reviews first appeared on Complaints Board on Oct 26, 2006. The latest review Lower engine mount/customer service was posted on May 13, 2024. The latest complaint Service on 2000 ford excursion was resolved on Apr 07, 2021. The Pep Boys has an average consumer rating of 2 stars from 552 reviews. The Pep Boys has resolved 149 complaints.
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  1. The Pep Boys Contacts

  2. The Pep Boys phone numbers
    +1 (888) 418-2298
    +1 (888) 418-2298
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    Rewards Program
    +1 (888) 829-1420
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    Rebates
    +1 (888) 396-8254
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    Pep Boys Credit Card:
    +1 (888) 545-8532
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    Property Management - Maintenance
    +1 (800) 553-5338
    +1 (800) 553-5338
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    Fleet Services
    +1 (778) 729-2855
    +1 (778) 729-2855
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    Bulk Sales
    +1 (215) 430-9000
    +1 (215) 430-9000
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    +1 (800) 737-2697
    +1 (800) 737-2697
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    Customer Service
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  3. The Pep Boys emails
  4. The Pep Boys address
    3111 West Allegheny Avenue, Philadelphia, Illinois, 19132, United States
  5. The Pep Boys social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024
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The Pep Boys Category
The Pep Boys is ranked 19 among 493 companies in the Auto Parts and Repair Stores category

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