The Pep Boys
reviews and complaints

On 08/26/2018, I made an appointment for an alignment and oil change. Once I arrived I parked right in front of the store, I was told it would be approximately an hour to complete. I said I would go to the shopping mall within walking distance and make the time. I return almost two hours later, I noticed my car was actually parked in another spot from where I had originally parked. I was pleasantly surprised that it seem to be completed. My surprise was that the gentlemen at the counter said they had not started on my car. I said my car was moved from the original parking spot and I had assumed they had finished. He said they had to some delays and had to pull my car out again. He apologize, and said they would bring my car in the garage service area in about 15 minutes. About 45 minutes in the waiting area I went to another gentleman at the counter and asked how long it would be? As he turn to the windows to look at the garage working area my car was been pulled in. He said Iam sorry it would not be long. As Iam standing at the counter facing the windows looking at the person driving in. I notice the driver stopped at proceeded to go on reverse and hit the driver rear end side against the door. I actually saw and heard the hit and the pulling away from the door. I immediately told the gentlemen that was behind the counter, and he looked back and said "Yeah, I think its ok" I don't think it was hit. I told him, I not only saw him but heard it! He went inside the working area, by than my car had been raised with the lift. I saw him go behind and look up at my car. When he came back to the counter, he said "No, the car is fine there is no damage" I was very skeptical because again I witnessed and heard the hit.

I waited for over two hours, at one point, I again asked the person at the counter if someone was working on my car because I could not see anyone. He said maybe the guy had gone to lunch but would not be long. I was so shocked by his response, and told him I had now been there close to 4 hours. Not having any choice I waited for another 20 minutes or so and the person that was "working" on my car came in from the working area and said Iam sorry for the wait, but its all done. I asked him about the oil change because my car had been on the lift all the time it was in the area. He initially said yes, I said my car had been on the lift all the time. He looked at the paper he had in his hand, and said "Oh, I did not see you also had an oil change" he said it would be 15 minutes and I specifically said I don't want this to be rush and not done correctly. It took 40 minutes more and finally they said my car was ready. I paid and went immediately to check if there was any damage. Sure enough, the backlight was cracked and two scratches deep enough that the paint was removed! I went inside and was told the Manager was not available because he went to lunch and they were not sure what time he would be back. They said I could call him and gave me his Business card.

I contacted the Manager and explained all the details. He proceeded to tell me that they would review the video and in the meantime I would have obtain three estimates and bring them to him. I was so frustrated with everything and to add insult to injury I had to take time from my work the next day to go and obtain three estimates. I took the day off and obtain the three estimates and took them to the Manager. He said he would submit them and I would be contacted, I contacted him again not hearing from anyone, and once he did return my call and said he submitted the estimates and I would be contacted.

I receive a letter f 09/28/2018 from Ms. Brenda Bey, a claims representative, stating there was no negligence from Pep Boys.
I left numerous messages for Ms. Bey, wanting to explain that they had to review the video again and it would CLEARLY show when my car was damaged. Ms. Bey did not return any calls, I email her an she finally responded with the same response from the letter. I called and spoke to another person at the Claim Department, he transfer me to Ms. Bey's Supervisor. Again, left numerous voice mails and never received a call back.

As I stated, I have been a loyal customer for years and to be treated in this dismissive matter is unacceptable. To say there is no negligence from you Company, when in fact it happened in front of me and I inform a member of your staff, the minute it happened. I will continue to place this complaint until your Company takes responsibility for the damage on my car. I have the pictures of the damage to my vehicle, the three estimates I was instructed to obtain, and the pictures of the door from Pep Boys where it clearly shows the damage done to the door of your facility with my car by your employee. I will await for someone to respond and will continue pursue this matter until resolved

I had a terrible experience with tire installation for my Silverado 3500 dually. I made over 2 hours worth of phone calls to track and get my tires to the store. All my calls are recorded. 2 of my tires were mounted on the chrome wheels and installed backwards. That was corrected when I refused the truck and I have scuff marks on my chrome rims now. I made a formal complaint and thought I was getting some compensation with a $50 gift card in the mail. That was confirmed through complaint number 619574. I was supposed to also receive my receipt for the job. On January 7th I spoke with customer relations for another 22 minutes. He seemed like he was sympathetic and was going to send a small gift card with my paperwork. (receipt) It's now March 18th and I have received nothing. I am a father of 4 and work 2 jobs. I don't really have the time for this. So now I have written a complaint on a complaint. Very unhappy.
Dave Freeman
[protected]

I had work done at your store #338 in 2010 it was a Alternator and I purchased the lifetime warranty work order 2042263.

I just recently had problems with my vehicle so I purchased a battery from your store well my car stopped on me again so I took my vehicle in to Pep boys and left it so they could look at it. I received a call later that day explaining that the problem with my car was the alternator. I was told I had a lifetime warranty which I already knew so I asked what would be the price to repair my vehicle.

After calculating it I was giving a price of $360 I could not believe it The price in 2010 parts and labor was $320 so I am getting a free part but paying $40. After question Chris on this he stated the labor charges had went up from eight years ago. I knew he was being dishonest so I went to the store and told him this was not right. He stated he would work with me well after some back and forth it got the price down to $201 with my veterans discount.

I am so disappointed in Pep boys after the years of servicing your business and your employees being this way is not good. So I will tell my family and friends about this.

the new invoice #2189718 you wont be able to see what the start price was but just believe me it was $360 and I only believe he knew I was on to him so it went from $360 to $201. I am sure I am not the first customer that has been done this way.

Thank tou for your time my cell #[protected]

I brought my car in for front brakes rotors back brakes drums and rear struts. Was giving estimate to the service guy ok do it. He gave me discount for getting so much work done. So they call me said car was done. Picked it up was changed a different amount he gave me questioned him. if I didn't look closely at my bill after paying for it I was charged for back brakes drums. Then I asked on this you didn't fix back brakes he said no you didn't need them. Then when I was driving car the New struts they put on were defected. Took it back in arguing with the gentleman wanting my money back for work they did not do. Gave me my money back. If I did notice this an uneducated person or older person would have gotten ripped off. They didn't seem to care. On top of that was told 149.00 for front brakes ended up paying 300.00 total rip off. Questioning him he told me well you got your money back what's the problem mind you the money I got back was because they didn't put back brakes on. And when did it become legal to take things out of people's car my original estimate was gone to verify the front brakes. Your company is nothing but lying cheats and thieves I will never go back again and will let everyone know what kind of place this is. Your customers service are rude Especially the especially the manager.

I bought 4 new cooper tires for my f250. Within a week I ran over a screw. I took it back to the store in Madison, Tennessee to have the tire repaired . They informed me they only used plugs did not patch the tire from inside. I took the tire to one of their leading competitors not only did they patch it from the inside they did not charge me for the repair. I needed new tires for my Taurus so I darn sure didn't take it to Pep Boys I went to their competitor that treated me right.

I ordered 4 tires online on Saturday, December 16th 2018 and scheduled to have them installed on Tuesday at 9 AM at the Gallatin Rd Madison Tennessee 37115 store. My daughter took her car to that store and 9 AM for the appointment and was told only 3 of the 4 tires were there and that she would need to come back at 11 AM. She hired an uber to take her to work and will need to take an uber back to pu her car.

My complaint is this, according to the store manager, this is an on going problem between the Online Division and the brick and mortar stores. The program that verifies inventory and the online orders needs to have a system to verify inventory and hold paid for orders until the installation. If this is an on going issue, it seems to be something that should be improved so that people like my daughter does not have to spend money waiting to get her car back.

I highly recommend someone tweak the online program that verifies store inventory.

The Hanford store employees stole my handicap pass and a $20:00 forien bill from my car. I called the manager at the store and he stated that nothing was stolen. He said he would check his cameras . He never called me back. I have witness stating the card and money Was in the front seat. I will be contacting the DMV as to the replacement of the card and reporting it stolen at Pep Boys store in Hanford

Hello Pep Boys Complaint Center,
My first issue I have is when I purchased a new set of tires for my vehicle on November 13th and the representative took my information and ordered the tires and I scheduled my service for November 16, 2018. I received a call indicating that only two of the tires came in on November 15, 2018 and they would let me know when the other two would come in. Needless to say the other two tires did not come in until Monday, thus, I missed my appointment. When I called to schedule to come in on Monday, November 19, 2018 they indicated they were booked so I asked to bring my car in first thing today, November 20, 2018 and the rep indicated they had nothing scheduled for this morning but would "squeeze" me in. I waited two hours just to get service done to my car. That is way too long for anyone to have to wait that long for service especially after my circumstances of the tires being delayed.

My second issue is when I was getting the new tires on my 2014 Toyota Camry on November 20, 2018 and the rep suggested I get an alignment. I told the rep I just got an alignment on October 26, 2018. The rep said I needed one, therefore I got the alignment. I also called the other facility where I got the original alignment done and he indicated I should not have needed another alignment since I just got one done. With that being said, I am requesting to get reimbursed for a second alignment ($89.95) that I did not need within less than a month.

I bought 4 new tires which were installed at Pep Boys in Arlington Heights, IL. Immediately after picking up the car, I got a TPMS Check warning light. When I brought it back, I was told it was a bad TPMS sensor and it would cost almost $200 to fix. The technician said it was a "coincidence" that the sensor broke 5 minutes after the tires were changed. What really happened was they broke it and now they are making me pay to repair it. This is a fraud. I am filing a complaint with the BBB.

Never ever, ever, ever again!

I took my 2007 toyota rav4 in for an oil change on sunday 10.17.2018. I should have known that I was in the wrong place when the service attendant asked me what type of oil does your truck uses? The oil change took much longer than usual. The next morning when I started my truck it would not stay on, it kept cutting off. So I contacted the service manager over at pep boys to explain the situation that I was experiencing with my vehicle. First off, he was very unprofessional in his non apologetic and nonchalant demeanor. The service manager wanted me to bring my truck back in so that they could take a look at it. I decided not to take my truck back to pep boys and take it instead to my dealership. I was a long rough ride getting my truck into the dealership the truck kept cutting off the whole why. I then explained to the service manager at the dealership that I had just taken my truck in for an oil change and nothing else. The mechanic then lifted my hood and checked the oil and confirmed that the service technical over at pep boys had over filled my truck with too much oil.

Location farmington hills, mi

28210 west 8 mile

Went into the 2730 Story Rd. (San Jose) location for tires. No one waws at the counter. Stood there looking for help. They told me they were 'too busy'. Went across the street and spent $1, 000 on new tires. I should have read all the reviews about Pep Boys online. They are pretty much all negative. Time for them to change their image. Never going back

Ok well I went in to pepboys and had them put on all new breaking system tires rims and payed for it have all the receipts and documents for that had to take it back in not even a month later because I had no breaks it was shaking all over the road took back in they said they had to resurface the the rotors all ready and I even know them there was a problem and then I had another issues I broke down on the freeway had them tow me I'n then they put on a water pump and thermostats and then they said I had a cracked head but then they were charging me outrages price for all the work then i stated that they had roped me off for the first project they did because the manager alreAdy know he they messed up he already knows his name is stevenwoodbury at Yucaipa ca 92399 so he said he will fix it and I've been in there 3 times already so I'm not waiting anymore I want it done or my money back today cash so I can go some where else please or I'm taking it to the better business bureau.

I had an appointment at 3 to get inspected for Lyft Virgil told me to go wait in the waiting room waiting in the waiting room he passed me three times not saying a word an hour passes by I lose my patience and go to find out what's going on I'm told by another worker oh the one person that does the Lyft inspection has just gone on break and I said what I've been waiting here an hour he told me Y and inspection only takes about 2 to 3 minutes I said yes I know so when I finally spoke to Virgil again I asked him I've been waiting an hour what happened why haven't you come and said anything to me about my inspection he tells me oh it didn't notify me I told him I notified you I walked up here and told you I'm here for Lyft inspection he said I can't do anything until it goes through the computer I tell him okay understandable why wait an hour for me to have to come to you and ask what's going on rather than you come back to me and say hey I haven't received your appointment on my end maybe there is some kind of problem no no nothing like that instead Virgil laughed in my face I asked him what's funny he replied with a smirk and continues to laugh I asked him again then why are you still laughing I've been here waiting for an hour and you go on break why haven't I been helped yet at what point after you know I am here for a Lyft inspection as an hour passes do you go and communicate with the customer on top of that laugh in my face and when I ask for a manager they said he's not here I just so happen to buy a pair of sunglasses so I know the exact date and time in which I was thereit wasn't so much the mistake that pissed me off it was the fact that he had the audacity to laugh directly in my face about the situation Giggle and smirk. cars like us people love us not likely this wasted my whole day my time my money and most of all my patience I'm extremely unsatisfied and I will never give Pep Boys any business and will refer to my Giant following on social media to do the same. This is the Ontario store number 732 manager Kirk Robinson and the person that was extremely rude unprofessional uncaring and had a sense that he just didn't want to do anything today well his name is Virgil I do not have his last name but he is the one with the goatee under 30 years old more than likely

I bought a booster pack ES 2500 September 30 from the Sterling Road pep boys in Hollywood Florida this thing has black burn on the terminals as if they've been using it for their own personal use and then they're going to sell it to me in the box like that and it's now 1 AM I need it and I open it up and it's like that I can't return it I'm a state away this is seriously inconvenience me and I can I sure you that me and my 7058 friends will never ever use Pep Boys again

This is not a complaint seeking restitution for incorrect service so much as a very real concern I have about my last service.
First, they were unable to pull up my account even though I'd been to that Pep Boys for service perhaps as many as ten times before.
Their wish to help me resolve it was nonexistent, their customer service atrocious.
Needing the service done fast is what I needed, and in that they were good. Until I saw that they had not done the tire rotation I requested. When I asked them why, they told me that Pep Boys recommends against rotating tires.

Let me repeat that: Pep Boys recommends against rotating tires.

Are you kidding me? In my opinion, they are putting lives in danger with that policy. Pep Boys has lost my decades-long business, but I urge them to address this serious problem. Thank you.

3 weeks ago I had my vehicle in for repair, the engine was running quite rough especially when the air conditioner was turned on. I received a call from the manager who indicated that I needed a spark plug and two fuel injectors at a cost of little over $700. A couple days later after I got my car back it was doing the same thing. Now I'm being told that they are unable to make repairs because it needs to go to the dealer. So I asked to get my money back on a service and parts bill that did not fix my car nor do I believe the parts were needed as my car is still running the same. The manager said he would get back to me on Monday which was yesterday with a refund reference number but I never heard back from him. My car was there for a little over a week and a half when they tried to make the second repair and I never heard from anybody unless I called them so I would like to get my money back if I could get somebody to give me a call or let me know what's going on thank you this is the Pep Boys in Tucson Arizona on West Ina Road

I was sold a faulty starter two times within a 1-year. And now I have to return and also pay for labor and towing charges. The representative did not know the number for the corporate office and was not able to help at all. This is absolutely unacceptable as Pep Boys is always under scrutiny for not taking care of your customers I do not feel that my paying another $400 is valid for the problem that I already had fixed two times in one year. I am requesting that I get paid back the money that I had to pay which is $389 for a new starter. I would appreciate quick response to this matter as I am very upset and continually and put in a situation.
Claude lewis
[protected]

My name is Scott Fausnaugh. Back in July when I was on vacation with my family I had stopped at the Pep Boys in Fayetteville North Carolina to get 2 new tires on my van. I had made an appointment online and got to the store at that time. I had to end up upgrading to get four brand new tires because per your rules you cannot put the new tires on the front and that is where I needed them. Long story short, and you can get the rest of the information from my complaint that I filed back then, It took over 5 hours to get my tires put on and that ended up costing me One night stay at the hotel we were going to. When I finally did speak with the manager from the tire department of that store, He said that since I live in Delaware he would mail me coupons for some free oil changes. I told him that would be OK but it has now been 2 months and I never received the coupons. In addition to this, I paid for them to fix the TPMS(TIRE PRESSURE MONITORING SYSTEM) and it still isn't fixed. The other thing that was extremely aggravating was when I did return home from my vacation I had a voicemail message at my mother's house from the Pep Boys in Fayetteville Saying something along the lines of that they did not receive payment for the services and that they were going to be contacting the police! Now being that I had to pay the balance in full before I could even get the keys back to my vehicle this message was quite alarming. So all in all my experience with that store was, to say the least, horrendous and I am very upset since myself and my family have been customers for over 30 years. Please let me know what is going to be done to attempt to reconcile this problem.

Thank You,

Scott Fausnaugh
[protected]@hotmail.com