The Pep Boys
reviews and complaints

purchased an engine from waldorf , md location Mar 2022 -

1st engine that was rec'd had 43,000 , upon having engine installed it was determined that it was the wrong engine . Pep boys was not nor have they ever gave me paper work on the engine , they had a 2nd engine that was dropped off at the shop that was doing my installment and the shop installed what they were delivered . Again i requested paper work for the 2nd engine and they have not nor never gave me any paper work . The 2nd engine we were given crapped out after 2 days .. Of course i went to pet boys again and i was told they would be working on another engine.

Here it is almost a year later and i am still without an engine - I was going to go thru a T.V station called 7 on your side to help with this matter but i was told to write pep boys directly first

Took my car in to the Pep Boys in Peachtree City, Georgia on 3/10/23 because my car's over heating sensor came on. Car sat for 5 days. Told me I needed a new radiator and water pump and other hoses. Everyday was a new excuse why the car wasn't done. Finally got the car back on 3/14/23. Bill was $1600+. On 3/19/23 car was leaking collant and I took the car back to Pep Boys. NO call on 3/20/23. I called them and they said it needed a new radiator because the one they put in was defective. 3/21/23 Pep Boys called me (this was the first time they called). Car DOES NOT need a radiator. It needs three cooling pipes. Hoping to get them in on 3/21/23. Should run about $500 more (total of $2100.00 now). No call back to me on 3/21/21 about status of pipes or car. Found out mechanics get commission on repairs. Higher the bill, higher the commission. I feel I have been scammed over and over again. This is unacceptable. Neve have I ever seen a company work this way.

My number is [protected]. My email is [protected]@aol.com. My name is Lee McDermott

Pepboys state their mission is to make quality car care simple, convenient, and accessible. However, the store I visited, Store ID # [protected] Hunting Park Ave Phila, PA 19124) on 3/17/23 did not display any of these attributes. This was the most horrible degrading experience I have had as a consumer. I purchased 4 new Cooper Adventurer tires online from Pepboys.com the promotion included buy 3 tires get 1 free as well as free installation. I also included a wheel alignment for an additional $99.99.  My online order confirmation quoted the price as $894.96+tax $71.60 for a total of $966.56. My installation took place originally on 3/13/23. When it came time to pay for the service in store, they included an additional 9.99 +tax fee. I asked why the price was different than what I was quoted online. The manager of the store Robert Lambert said that he doesn't have anything to do with online order, completely separating himself from the company. He printed out the service order and noticed a fee for supplies. I asked what supplies were needed and stated the installation was supposed to be free. The manager could not explain what supplies the additional fee covered,

 and refused to adjust the price to the price on my online order confirmation. I decided to just pay the additional fee so I can get my vehicle despite not being told exactly what the additional fee was for. The next day my front right driver side tire was completely flat. I called the store and spoke with the manager Robert Lambert informing him of the issue. He told me I could bring the vehicle back that day before 5pm. I had to leave work early to make it back to the store by 5pm. The manager never offered an apology for the inconvenience. I waited approximately 1.5 hrs and they returned my vehicle. I asked what was wrong and he said the air valve was defective. I took the vehicle home and 2 days later my tire pressure light came on again. All 4 tires were low including the one I just bought in to be repaired. I called the store again and spoke with the manager Robert Lambert who again told me to bring the vehicle back in. I could not leave work early that day so I told him I would bring it the following day which I did. Again, the manager did not offer any apology for such an inconvenience but instead acted as if I was irritating him and asked for my keys. After approximately 2.5-3hrs I asked what the problem was with the tires this time. Again, he said defective air valves. I asked how all the air valves became defective when the tires were holding air when I first came in for installation. I asked why they wouldn't replace the air valves or at least let me know before putting on new tires that would not stay inflated. He (Robert Lambert) then became very irate and disrespectful and in a demeaning, threatening tone began telling me this is my problem, and they shouldn't be fixing air valves in the first place. I told him I didn't have a problem with my tires staying inflated before they installed the new tires. He (Robert Lambert then began screaming at me and waving his hand dismissing me and walked away in mid conversation refusing to speak with me. My vehicle was still in his possession at this time. I felt helpless and taken advantage of. I was fearful, this man who was supposed to set the example as the manager was raising his voice and speaking in such a threatening tone to a woman and a customer. Many car repair shops have a reputation of taking advantage of women but with Pepboys being a house name I thought I would receive quality service. This was not the case at all. This was my 3rd time at this location for the same issue. I waited in the shop for 4 hrs. this time before my vehicle was returned with no reassurance the problem was corrected. I purchased four new tires and was made to feel like it was my fault that the tires were not properly installed and were not properly repaired the first or second time I returned for this issue. Normally, if there is a problem preventing the tires from functioning properly any repair shop would call and let you know. No credible repair shop would install tires that they know would not stay inflated. Pepboys state their values include accountability, integrity, and transparency. None of these attributes were displayed during my encounters with your manager who is supposed to be a representation of the company. Mr Lambert failed to take any accountability, instead he became frustrated, irate and tried to blame the poor service on me. There was no integrity displayed during this horrible experience. There was a lack of respect and inconsideration.  There was absolutely no transparency.  If there was a problem preventing the installation and the tires from functioning properly, the correct response is to inform the consumer. That was not done and the refusal to speak with me and walking away from me while I was asking questions trying to gain understanding about my vehicle which was in their possession is the opposite of transparency. I have never felt so fearful, and helpless in what supposed to be a professional environment than I did during this experience. This man has all my information including my home address from my work order and as unprofessional and discourteous as he was, I feel unsafe with him having such information. I thought Pepboys was a reputable business in which I could receive quality service. That is not the case. If the quality of service I experienced and the management representing the company is any representation of what Pepboys stand for I understand why the reviews are now so poor. I will add review to the list to warn women to never patronize this business again. My hope is with this information the corporate office will look into the service at this location and make things right going forward.

This morning I drove my car to Pep Boys since I was scheduled for two front tires and an alignment. My tire appointment was at 8am and the alignment was at 9am. When I arrived I was told the tires I ordered were not there and I would either need to pay for ones that were double the price or wait two weeks. Even though I had ordered them and it said they were available. Then they put my car on the rack for the alignment and over an hour and a half later they came out and said my tire rod was broken and they couldn't let me drive me car like that and it would be $780. Again, I drove the car in that morning! After arguing with them I got my car but the steering wheel would not turn and the guy claimed I brought it in that way. This resulted in an argument in which they claim I threatened the manager, they threw my paperwork out on the ground and said they'd call the cops. I have to get my car towed to another location because they are NOT touching it.

My car overheated about 4 hours away from my home. I got my car towed to the nearest pepboys. They told me it needs a radiator and thermostat. It was pricey and was emotionally drained trying to come up with the payment over the phone. The customer service nice, but a little indecisive. They made me believe this was the solution and I can pick up later in the day. I got myself an Airbnb that night and called Pepboys to let them know I'm overwhelmed and will pick it up tomorrow. I get an uber there the next day, they said my number isn't working, because they tried to call me. They said give us another hour, and I waited in the waiting room. Then a mechanic came into the room and told me some confusing news, that it needs more repairs and they cannot fix it. I was mad that they mislead me into thinking that it was fixable and told them what am I supposed to do, I should of got it towed somewhere else, because I don't have time to waste and money. I left to collect myself, come back, he told me they were going to give me 15% and that I can tow the car to a buddy that is the top mechanic in the city. I got my car towed paid the hefty price to Pepboys. Later as I was taking the bus home, because I thought this would be a potential gasket problem, the mechanic from where the towed got towed told me it would cost $6,000 and ask me if the car was worth it to fixed. We both agreed it wasn't worth it. It's totaled. Now I just wasted over a grand even if they tried to give me a little discount. I can't believe the confidence they had in saying it was fixable when I came in and guaranteed I can pick it that very day, to another mechanic telling me it's paperweight. I need a refund and this is very inconvenient for me being 4 hours away.

I had my pickup truck service at the Hamburg NY location. They installed new pads and rotors. I'm a disabled veteran and I've worked on all my previous vehicles. I was told the work will take around 3 hrs to complete the work and arranged to give me a FREE ride to my motel room. I called them when I felt the work should be finished. The manager said oh yea we just finished it (figures not surprised.) He said you can come and pick it up. This a different manager than the one who I originally dealt with. I told him I need a ride there. He had a lift driver pick me up. I was charged for this ride! I was charged over $50 for wiper blades! I was soaked for several hours of labor. I asked the manager why there's so much labor on the front brakes. He said they are difficult to replace involving repacking bearings etc. I was a truck mechanic for several years. Im sorry but it would take me less than an hour to do the same work only truck parts are far bigger! The whole bill cost me OVER a thousand dollars!

On Dec 12 2022 I Ordered on line some times from Pep boys in Scottsdale arizona. When we arrived for the appointment they didn't have the tires. Christian the manager called me and said he have them the next day. We arrived and upon leaving and talking about tire warranty, Christian advised that not to worry as the tires would rot out first. I have a fleet of 85 vehicle I take care of and never had rot tires. This concerned me, when I got home I checked the DOT date on the tires, The Date is 2420, these tires have been sitting in an hot dry warehouse for 2 1/2 have years. I have requested my money back and was advised no. Christian has been rude so I filed a complaint with pepboys customer service. The keep telling me for warranty work to take it to any pepboys. I don't want warranty, I want the tires removed and my money back. I will go some where else for tires. I keep asking how to do this and they will not help or respond.

This event happened at Baldwin, NY location. I took my car for oil change, NY State inspection and low pressure front tire. Part of what they say when you do their oil change is they claim they do tire rotation. So after the service I was charged for the low pressure tire $21 inaddition to the oil change and State inspection. Net day my car shows low pressure on the same side. It was only driven from their shop to my house which is about a mile. Took it back to the shop and complained the charge and no tire rotation is done as they claim as the same tire was showing low pressure. The answer I get is if you don't trust us why do you bring your car here. So obviously I even doubt if the oil change was done as they stated . I hope they get audited by the state on what they claim they do and charge customer. I hope all customers that go to this site be aware of of this issue as I am sure this is their regular work ethics.

Store #144. 2322644
[protected]:am to get an Inspection. 3pm received invoice to pay - no explanation of the issues from the inspection.. until I left the store and set in the jeep and read the receipt?-Wow. Tried to get answers-And the no respect for customer began? Pat on break, Manager Off.. where is the assisted manager?
I was offered another $100. inspection by another tech at the counter? more confusing?
1-13-23,2:28. Spoke to Manager Shawn on phone and he said paperwork can manipulated, So came to store to show the receipt from Jim's Auto service.
Then I was told why did you come here? You don't drive it much-you could left it with them? WOW no respect for a customer that just spent much $1,000?.
My experience as a customer was very cold and a don't givea ff attitude-WOW for a front counter manager.
The manager Shawn need training on how to be more customer friendly - very bad experience.

January 16, 2023 2:00 pm. Pep Boys, Route 70, Marlton, NJ

Made an appointment by phone for 2:00 pm and was told it would take just a few minutes. I asked for the price and was told $52.00 and was told I would get a sticker. When I got there, the guy at the front desk said to leave the car or wait as there were several jobs ahead of me. Not inspections...jobs. Then this woman Kathy interrupted our conversation and asked me if when I make an appointment at a doctors office if I'm seen right away. No employee should ever talk down to a customer. He said I should go to the DMV as it was free. I said I didn't mind paying the $52, and he said it was just for the inspection and the sticker would be $400.00. This whole experience was horrible.

I took my car into Pep Boys Auto in Bayside, NY on 12/23/2022 to have both Front Upper Control Arms replaced. The time in on the work order (w/o # [protected]) was 8:22am, the tender time was 9:47am. Accordingly, the maximum mechanics time working on my vehicle was 1 hour 25 minutes. Maybe he also took a break – who knows? I provided my own parts.

On Monday January 9, 2023 I purchased 4 tires from Pep Boys In Ramsey, New Jersey. When I was paying I asked for the discount and was told they could not apply the discount because the tires were a special order. Nothing on the senior citizen discount coupon states there are exclusions to it. My purchase was over $1,200.00 dollars so the discount was an important incentive for me to purchase. I believe I have been cheated and all senior citizens should be aware that they can be cheated out of this discount.

On 12/15/22, I notified Progressive insurance of my need for road service for a dead battery. I immediately received confirmation from Progressive of my request. I then received a text from PepBoys offering me 30% off an installed battery. I went online and located a $235 4 yr warranted battery for my 2015 Lincoln MKC, in stock at your store located at 39755 VanDyke and I put it in my cart with notice I would pay at the store.

When I arrived, the young lady wrote up my order and I showed her the text. She notified the manager who advised me it was only 30% off installation fee of $14.99. I explained the coupon says "30% off and installed battery". He refused to honor it, saying it's only for installation fees. I left the store and cancelled the order because the coupon is clearly for the battery. I went to the nearby Lincoln dealer and had a battery installed. Someone from PepBoy contacted me and I forwarded the text to him at 24376. He indicated he would get back to me. Additionally inquires to that 24376 number go unanswered so I am notifiying you of this unsatisfactory incident and your failure to honor coupons.

12/17/2022 took suv to store to get brightest headlights put on because I can't see while driving lights too dim. I am 77 years old and for safety issues I need good lights.

12/20/22 took car back. Car lights still not working properly. waited 1 hour to be told the diagnostic tech not available till 12/22/22.

12/22/22. told found brighter bulbs and installed no charge. I thought great. However, still no resolution. looking at receipts, it appears the same parts were installed and stated all exterior lights working properly I have copies of all receipts and work orders . Unable to add to photos but I can email or mail to you. When driving I had high beams on continually no oncoming driver flashes me. If I put on low beam basically goes very dark.

Took car to regular mechanics dealing with Accura and was told had no low beams only running daylight on. Required to replace entire housing .

Krause Family Ford , we delivered a part to

3168 CANTON RD

MARIETTA, GA,

8/24/22

INV. # 5070447 , PART# DL3Z-1007-B WHEEL ASSY. $445.39

VIN# EEF16028

HAD TO CREATE 2ND INVOICE AND CREDIT 1ST INVOICE DUE TO A CC CAP.

Have several phone and email contacts since that date , mgr. Barry Harrell has stated the credit card is now frozen and cannot be used again .

Now 1/4/2023 this invoice is still not paid . I am forced to stop all business with ALL pep boys stores until payment is received .

thanks

John Hartlief , parts mgr.

[protected]@KRAUSEFAMILYFORD.COM

[protected] #1510

I had to trade the car in, the receipt was in the car, I attempted to return the blades. They said I needed the receipt, I asked for instore credit I was told that I needed the receipt Your advertisement. Says just the opposite. I Googled it and this is what your store policy states.

Can You Return an Item Without a Receipt? If you misplaced your receipt, Pep Boys allows you to return your item for in-store credit with a valid government-issued ID. Refunds for items returned without a receipt will only be issued at the lowest selling price in the last 30 days.

I Phoned Pep Boys to get a quote on my front brakes. I asked them if they will match my dealership price where I got brakes quoted and had a tire issue. I got the quote they matched which was fair and I took it out of the dealership to bring it to Pep Boys. I also had a $40 coupon which is fair because it’s on their website for brake service. get a $40 coupon for any brake service. so I thought I was ahead with savings from the tire warranty I had on file from pepboys. with exception of coupon, but they said if I use the coupon they need to charge full price so the difference was now $10 then add on the shop fees which turned out to make me not ahead any longer. I ended up spending more at Pep Boys than I did at my dealership. With a coupon

They did not tell me there was a shop fee added when they quoted me. I think that this is very unfair, especially even with a coupon to be paying the same if not more at Pep Boys than I would’ve my dealership I would’ve left it at the dealership had where I had certified GM parts put on my car, I think it’s very unfair to be hit with a shop fee after the fact and never being told about the shop fee. I’m going to rethink my business with Pep Boys in the future. If I were you, I would do the same.

I went on my Pep Boys login page to schedule all new tires for my vehicle and saw where they were giving a 10% off the total bill to seniors until 12/31/22. I made the appointment and went into store #1809, transaction #2029651, and had new tires put on. The tires I had installed also had a buy 4 tires and receive a $100 off your purchase. I picked up my car and went home and the next day I noticed that there was "No" Sr discount per the coupon I had. When the store was questioned about it, I was told that because I got $100 off a $1300 purchase that they could not do a Sr discount! I'm sorry but the fact that I'm a Sr has nothing to do with promotional merchandise/service discounts. If you claim to give Sr's a Discount and Military Discount per a coupon, then this should be honored regardless. I have attached a copy of the Sr Discount from my Pep Boys login page.