Complain about a product or service

Pep Boys

Save up to $379 on Your Auto Insurance. Compare Quotes from Top Providers Now! Find the Best Deal and Apply! - Adv.

Lisa of Cranberry Twp., PA November 2, 2009

I brought my Honda Accord to the Cranberry Township, PA PepBoys to have my battery replaced. At that time, I requested an oil change. After 2 hours, my car was ready. I drove my car home (about 2 miles), I noticed a burning smell, simply thinking they spilled oil on the engine. While driving my car to work the next morning the engine light came on and the car stalled and would not restart. Requiring my car be towed. The tow truck driver lifted the hood and PepBoys neglected to replace my oil cap. The oil dipstick was dry with no trace of oil.

David of Woodland Hills, CA October 29, 2009

Brought my car in this PEP Boys location for front brakes @ approx. 3:30 P.M. The original quote was 165.48. After checking, they told me that I needed new rotors also which now increased the price to 395.00. The time quoted was 1.5 hours which turned into 3.5 hours. The mechanic, Leon, really did not know what to do and keep asking someone else. In the process, the ABS sensor was damaged. Aldo, the Ass't. Service Mgr. told me that he would order a new one and that it would take 1.5 hrs. to install, if not longer.

Since I was so upset and the afternoon was gone, my evening plans as well, were destroyed, the Ass't store manager gave me a 10% discount off my bill. When trying to check out, there was one person, Brian, staring silently at a woman saying nothing for 20 minutes. I waited 15 minutes just ot get my keys and pay the bill. By that time there were 3 other people in line waiting. This was a waste of my time by having an incompetent person not having the ability to take care of people.

The initial person, Josue, once getting the initial paperwork done, and after considerabe time passed, avoided me and did nothing toresolve the issue. Needless to say, the Service Manager and the Store Manager were no where to be found. The bottom line is that I still work and with an accumulated time of 5 hours building up, it has cost me several hundred dollars of lost time and money. The bottom line is that this store needs to either be closed or new personnel.

Jessica of Los Angeles, CA October 13, 2009

I brought my vehicle in for diagnostics due to a hesitation in the vehicle. Rcvd a phone call explaining the problem the car had and the price, I ok'd for them to work on the car picked up the car the next day and paid for the services and it had the same problem the next day. I brought it back to them a few days later and they said they'd run diagnostics on it again, I recvd a call later that evening from the manager-George that they had found 2 new problems in the vehicle and that they had corrected them. I picked up the car and was told they had no paperwork to give me in regards to the repairs they had just done because I hadn't paid anything this time and the manager was not in. I called and spoke to George and he said they did not write anything out but he would write something up for me-the car is still having the same problem.

Mark of Laguna Hills, CA October 6, 2009

On 08/27/2009 I had brought my 1998 Isuzu Trooper in for service to replace a starter that had a lifetime warranty previously that was previously installed. The service Manager Danny told me that this is a complicated installation since the exhaust system has to be removed in order to replace the starter.

I picked up my vehicle on 08/28/2009. While I less than a half a mile from the Pep Boys store all the warning and check engine lights came on. I immediately turned around and went back to the location. I told them what had happened. They took in the vehicle to look at it again. They looked at the computer and mentioned that they cleared 14 Codes from the computer. Then I picked up my vehicle and attempted to go home.

This time when I left the store my TOD System (4 Wheel Drive) system was not functioning (Later, I learned that the vehicle was locked in permanent 4 wheel drive). I went back to the store and I asked the service manager Danny Granados (The Service Manager) if he had any mechanics capable of doing the job currently? His comment back to me was that, "I had 3 technicians work your your vehicle and the job most more complicated than we thought."

I mentioned to Danny the way he described it, it sounded like this was going to get very expensive, very fast. Danny had asked me what I had meant by that. I told him that your mistake is costing me daily since I had to rent a car and now it sounds like I have to visit the dealer to get this properly resolved. Once this is finished, I will be asking Pep Boys for expense reimbursement or I will have file in small claims court. Danny then said, "I can't talk to you." My comment to him was, "Ok, if that's the way you want it."

I then took my vehicle over to Douglas Hyundai Isuzu Santa Ana for service. They found the vehicle was locked into 4 wheel drive and mentioned that this was dangerous since the 4 wheel drive has a maximum speed about 50 Mph. The resulting costs of this have been: Pep Boys (Replacement of Starter under warranty: 218.28 Rental Car (08/27/2009 to 08/28/2009): 39.25 Rental Car (09/01/2009 to 09/02/2009): 34.08 Rental Car (09/08/2009 to 09/09/2009): 82.63 Douglas Hyundai Isuzu Santa Ana for service: 115.00 After a couple more days, they finally were able to correct he problems that Pep Boys created and I had my Vehicle back.

Felisha of stratford, CT October 4, 2009

On September the 12,2009, I went to Pep boys, because I heard squeaking noise when I turn a corner in my Nissan Armada 2004 and the squeaking is on the right hand side. The sales attendant told me (before checking the car based on what I was that it might be my wheel bearings or my suspension system and I stated to her that it sounds more like my brakes, that I know the sound of squeaking brakes. After my car was examined by a technician the first time, he found nothing wrong with my car, checked the axles, the suspension system and checked all the tire rods. I asked the sales representative if the technician checked the brakes and she said no. Which startled me, because they already charged me a diagnostic fee.

The sales representative stated that she would give me a coupon for him to check the brakes for free. I was being cordial after waiting for 2 hours for my car to be seen and than another 2 hours for my car to be examined. I am thinking to my self why they did not check the breaks the first time around. The second time the technician came out stated that I would need back brakes and rotors for the back brakes, and that my tire rod on the front passenger side is bad and needs immediate attention for repair.

The technician also stated that I will need to replace the front tires with the same manufacturer or get all 4 new tires with the same treads. I replied to the sales rep that I have had tire rod placed in the past on my other cars, and from my experience the car will not be able to drive over 50 on the highway without the steering wheel pulsating and the alignment will be off, which my truck drives straight when I take my hand off the wheel. I told the sales representative that I might as well get and oil change today, which was done by the technician. The sales representative told me to call on Monday and they will have to order my parts for the Truck

As I was pulling out of the parking lot of pep Boys I felt that the Truck had less horsepower, when I applied gas, but did not think anything of it, I assumed it was the front tires not gripping the rod, because I need tires for the front wheels Truck continued to squeak and the squeak was constant and getting louder, I brought my car to another mechanic a friend of the family who stated that my car only needs back brakes and the rotors will need to be resurfaced. I had the brake work done on my car. At a later time I planned to bring my truck to a Nissan dealer to check on the tire rod. On 09-27-09 while driving the truck, the front tires felt like they were not gripping the road and I replied to my fiancée we have to get those tires fast. (I still have some tread on the tires see picture)

On 09-28-09 on my way to work, and as I am pulling out the driveway, my car would not move, I thought I had the truck in the wrong gear, but as I looked at the gear, which was in the correct position reverse. The car did not move. I got out, and saw all this red liquid coming from underneath my car; my fiancée told me that it was transmission fluid., We had the car towed to Ace transmission honey spot Road Stratford Ct. After the car was examined we spoke to the manager Jose A who told us that when you had the oil change who ever took the oil filter off with the tool, they cut the transmission line (see pictures),. Jose told us that the filter tightens up after so many miles and they have to use a toll to remove it.

My transmission line sits in front of the oil filter, and at the time of the leak we saw the line dangling from the clamp that keeps it in place (we did not know that was the transmission line until Jose told us). Jose also stated that when this line was nipped with the tool the technician should have seen the transmission fluid on the ground or on his hands. José Acevedo replaced the line and filled the transmission with 6 quarts of transmission fluid and 128 dollars later the truck so far is running ok, but u never knows.

I went to pep Boys on 09-28-09 and I explained to them what happened and asked to speak to the manager, The sales representative went back to speak to the store a manager, who would not come out to talk to us. The representative also spoke to the technician at that time that denied nipping the line with a tool.

As a state worker I take pride in what I do for a living. We are only Humans and when people make mistakes they should not try to cover up their mistakes or act like they have-not made a mistakes. I know that it was probably was an accident, but now I a gearing more towards that this worker at Pep Boys intentionally placed the cut in the transmission line so that I could come back for more work. On this day I had to Miss work, I had to call family members to drive my child to work, it was total chaos and to have pep boys not even giving me the respect to allowing me to talk to the manager is appalling. I understand that we are in a recession, but to try to illegally sabotage some one’s truck for a financial gain is a disgrace and shame on pep Boys………..

inez of inglewood, CO October 3, 2009

on/16/2008 I had extensive work done my 2003 BMWi totaling 1,151.23 on 02/28/09 I had the same work done which was replace thermostatw/housing and remove & replace thermostat totaling 900.84. All items charged to my credit card. Recently 10/02/09 I had the same work done again but at another shop for 578.00. Something is wrong with this picture. It is causing me a lot of stress and loss of wages which i have to make up by coming in on another day. This is absurd.

K of Long Beach, CA August 23, 2009

On March 14, 2009, Pep Boys changed oil, installed rear brakes and replaced axle on my car. On April 23, 2009, another mechanic had to change the oil and filter because Pep Boys had failed to do so. I had only driven 980 miles. On August 22, 2009, a tire shop showed me that my axle was leaking. I took the car to the same Pep Boys location and was told I had to pay 120+ for labor. The axle is still under warranty.

Bipin of woodbridge, VA August 17, 2009

I purchased a razor scooter for my son. Within a day I went back to get an exchange, because the scooter was not operating properly.Razor box said in red do not return to store call razor, so the manager said I have to call razor first. So I went home and called razor. The offered me technical help on the phone, but could not resolve, so I went back to pep boys they said I needed a return athourization from razor, which I think was not my resposibility, finally after much discuss I wanted to get my money back, which they did. But I really wanted the scooter for my son, I could not get it

Theresa of Phila, PA August 16, 2009

Entered store at 2pm and told the service dept to Change a head light switch and front end alinement. I waited and waited untill 5pm then went to the desk to see what was going on and to my surprize the service desk got my service order mixed up with someone else.

By this time I had spent my entire day off just sitting in the store and nobody even begun to work on my car. I was outside watching most of the mechnics stop work and talking to the girls that walked by. This is so unprofessional I could not belive my eyes. I think this store should be looked at by the Corp. Supervisors because this was the worst service I have ever seen, and am real sorry to give u this news.

Gail of Dale City, VA August 15, 2009

On July 1, 2009, I purchased two new tires from Pep Boys in Woodbridge, VA, at the recommendation of the shop's manager. He said that two of my tires had dryrotted and needed replaced. I never had problems with any of the tires before he made that observation. I have had blow outs before with dryrotted tires and didn't want to have any more, so I purchased two tires, had them mounted and balanced for 205. 02.

The next day (July2), I was supposed to go to my home in WV, but when I went outside to load my luggage in the car, the tire on the front passenger side had come completely off the rim. I had to have the car towed by Pep Boys to their shop. The other new tire needed air in it as well. A mechanic put the tire back on the rim and inflated the other one. My complaint is that I have had to go back to Pep Boys several other times because the tires needed to be inflated. I also had to have them inflated in WV during the weekend of July 4th.

Each time I take the car back to Pep Boys, they check the two tires and fill them with air, saying that nothing is wrong with the tires and that they don't know why they keep deflating. The last time I went on July 29, 2009, I asked for new tires because these had less than 25 lbs. of air in them. I know this because I checked them before I took the car there. I was told that they were not going to replace new tires with more new tires and that there was nothing wrong with their tires, implying that maybe there was something wrong with my rims. I told them that I had no problems with the previous tires when they were on the same rims. They still refused to replace the tires.

I was so disgusted and disappointed. Needless to say, the tires are still under inflated and I have to inflate them regularly. I plan to go to Pep Boys on Monday, August 17, to see if I can get this situation resolved before one of these tires blows out and I'm in an accident, serious or otherwise. I want to mention here that I have been a costomer of Pep Boys for more than ten years. In the past to my knowledge, I haven't had any defective parts. I have had good service.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Share		Follow us on Twitter.

Back to the top |