Complaints

This profile includes complaints for Pep Boys's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Pep Boys

  1 Presidential Blvd Ste 4 Bala Cynwyd, PA 19004-1017

  
• 

  Pep Boys

  524 S Broadway Salem, NH 03079-4438

• 

  The Pep Boys -Manny, Moe, Jack

  65 Court Street Hackensack, NJ 07601

• 

  The Pep Boys -Manny, Moe, Jack

  518 Old Post Road Store# 0188 Edison, NJ 08817

• 

  The Pep Boys -Manny, Moe, Jack

  Route 18 & Hope Street East Brunswick, NJ 08816

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 5 months ago I took my 2015 Chrysler 200 to Pep Boys (It had to be towed there). They were to fix the plastic union in line of lower heater hose. Instead of fixing it properly, they "clamped the end of the jumper hose (temporary fix)." On June 3, 2025 I was driving on the 55 highway on my way to work and my car start SMOKING!, slowing down and the temperature rising!! I had to IMMEDIATELY PULL OVER; call and tow truck and tow it to the nearest repair shop. Although I have CARSHIELD warranty, this part is not covered under the warranty! So, I had to pay ANOTHER $700 appx. out-of-pocket!!!! The repair shop said, "vehicle should have quick connect fitting." They "replaced heater supply hose, replaced jumper hose, vacuum filled cooling system". When I called Pep Boys and spoke with the manager, she was EXTREMELY RUDE!! AND SAID THERE WAS NOTHING THEY COULD DO BECAUSE I SHOULD HAVE BOUGHT THE CAR BACK TO THEM FOR THEM TO LOOK AT! Not, being a mechanic, I had no idea what was wrong with my car when it start smoking, etc. and it was DANGEROUS! And Pep Boys was about 25 miles in the opposite direction! I was afraid for my safety!!

  

  Business Response

  Date: 07/03/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Ms. ******* We apologize for any inconvenience Ms. ****** may have experienced at our facility.
  
  Ms. ****** was provided a refund in store on 06/24/2024 back to the original payment method.
  
  We again apologize as well as thank Ms. ****** for allowing us the opportunity to address her concerns.
  
  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On nov 11 2024, I took my car to this location due to check engine light. They were supposed to to do a smoke test and I called the next day to see if they have found the problem and the mechanic (**** A) I talk to said hes still doing the smoke test. They charged me ******. After certain miles the check engine light came back on I took it to another pep boys on 1960 they couldnt find the issue. The first pep boys I took it to supposedly checked my brakes but never told me my brakes were bad. So, I took it to parkway family *** in humble tx. It took *** mechanic an hour to let me know what was wrong with my car, it was the exact thing that pep boys had replaced and pep boys charged me for a fuel part as well. I believe that wasnt the problem. On my invoice pep boys said they checked my brakes and they were good. When I took it to *** they told me that my brakes were worn out. So I had to pay a lot of money. So basically pep boys let me drive off without any brakes. I believe pep boys didnt do any work on my car, they got my money but now will not give me a refund. I have tried to reach out to talk about my refund and they have giving me a run around about this issue. ******, the corporate office will not talk to me. Everytine I call the corporate or ***** the manager of pep boys they will tell me 7-14 from the date I call.

  

  Business Response

  Date: 07/03/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Ms. ********* We apologize for any inconvenience Ms. ******** may have experienced at our facility.
  
  ************************* issued Ms. ******** a refund check that was mailed with **** on 06/23
  
  We again apologize as well as thank Ms. ******** for allowing us the opportunity to address her concerns.
  
  Regards, 

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

  Customer Answer

  Date: 07/08/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ********
  
  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In less than a month, I have spent approximately ******** on repairs to my 2018 Chrysler 300 due to the engine overheating. However, I am still experiencing the same issue which has now gotten worse. I was told after each repair that the issue should be resolved.

  

  Business Response

  Date: 07/03/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Mr. ****** We apologize for any inconvenience Mr. ***** may have experienced at our facility.
  
  A check is in process for Mr. ****** Please allow ***** days for processing and delivery
  
  We again apologize as well as thank Mr. ***** for allowing us the opportunity to address his concerns.
  
  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a serious issue I experienced with Pep Boys after leaving my vehicle at their location for service. I dropped off my car for three days for scheduled repairs. When I returned to pick it up, I was shocked to find that:**** gas tank was completely empty I had fuel in the vehicle when I dropped it off, and there is no legitimate reason it should have been driven enough to use up an entire ********* vehicle was returned filthy there was noticeable dirt, grime, and debris inside the car that was not present when I left it with them. This indicates my car was misused or poorly handled while in their ********* garage door opener is missing I keep it clipped inside my vehicle, and it has now mysteriously disappeared. This raises serious concerns about the security of my property and potential access to my home.I contacted the store, but I have not received a satisfactory explanation or resolution. This is not only unprofessional but also deeply concerning from a customer safety and trust perspective.Desired Resolution:A formal investigation and explanation of how my vehicle was used during those three days.Reimbursement for the full tank of gas and cleaning of the interior.Immediate replacement of my missing garage door opener or compensation to cover it.Assurance that disciplinary or procedural actions are taken to prevent this from happening to any other customer.I trusted ********************** to provide professional servicenot to misuse or mishandle my vehicle. I am extremely disappointed and expect this matter to be taken seriously and resolved promptly.

  

  Business Response

  Date: 07/03/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Ms. ******* We apologize for any inconvenience Ms. ****** may have experienced at our facility.
  
  The garage door opener was in car all along, the store manager Personally handed it to Ms.***************There were a few fingerprints on one of the doors and dash that the technician shouldve cleaned better but the store manager set up a 7am appointment on 6/25 to detail Ms. ****** car which was requested by Ms. ******* but she did not show up.
  
  The vehicle came in for a fuel evaporator replacement on Saturday it was in the shop for 2 1/2 days with the entire dash ripped out and it was taken on a our normal test drive route which is maybe 1/2 mile and then the vehicle was parked and Ms. ****** picked up the vehicle late that day. Ms. ****** claims to have vehicle tracking and she was going to show the store manager proof that we drove it all over *****, but she never provided anything to back up that claim.
  
  We again apologize as well as thank Ms. ****** for allowing us the opportunity to address her concerns
  
  Regards,
  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator
  
  

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pep boys changed a 2.00 fuse for my ac which blew when I got in the car. They charged me ****** for this work. They voided the receipt and corporate promised a refund. I haven't received itstore id is 0128 and the reciept is *******. They actually endangered the system by just changing the fuse because the compressor needed new oil. They didn't diagnose or fix the problem.

  

  Business Response

  Date: 07/03/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Mr. *************** We apologize for any inconvenience Mr. *********************** have experienced at our facility.
  
  Mr. ******** came in on 05/10/2025 workorder *******. The following service was provided. Replacing broken vacuum hoses $+17.75, performed A/C evaluation $49.99, evacuate and recharge system with proper amount of R134a ref $230.69. and replaced a/c compressor /fuse 20amp at no cost. Mr. ******** returned on  06/03/2025 work order ******* with A/C not blowing cold again. Tech found blown a/c fuse again replaced at no cost to Mr. ******** again. Mr. ******** had a can of refrigerant in the vehicle. Tech found 1.84 oz of ref in system. **** performed evac and recharge of system to 32 oz per manufacturing spec. Mr. ******** was made aware that he may need to replace compressor if it continued or may have other electrical issues in the system not able to be found at this time. Once we charged his system up on work order ******* at no cost to Mr. *********  Mr. ******** stated he was going to add extra oil to his system to try to lubricate the failing compressor more. We advised against adding extra to the system as that may cause it to fail or have other issues if over charged.

  
  We again apologize as well as thank Mr. *********************** allowing us the opportunity to address his concerns.
  
  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

  Customer Answer

  Date: 07/13/2025

  Do not close this matter. I just saw their response. They did 30 mins of labor tops and replaced a 2.50 fuse and charged me ****** and the fuse didn't even fix the problem. The ac died before I made it home. Refund is still demanded. 

  

  Business Response

  Date: 07/22/2025

  Dear Ms. **************** are in receipt of the rebuttal sent to your office by ************ After a second review, we have determined that our prior response stands firm.
  
  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

   

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Arrive To Pepboys at Location *********************************************** Ga I Have Been Charged $3433.01 for repairs and Repairs Were Not Completed. My Car Was Held For 5 days. I Am An Autism Mother. I Have Spent Money On Assessments Inspections Repairs and Ubers My Life Has Been Terribly Inconvenienced and ************************************ Have Too Thousands of Dollars From Me and I Am Still Left with an UnRepaired Vehicle. I Have Reached Out To Corporate and Have Since Called Back Daily and Havent Received a Response. IF Anyone Can Please Help Me I Would Greatly Appreciate The Help.

  

  Business Response

  Date: 07/01/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Ms. ****** We apologize for any inconvenience Ms. ***** may have experienced at our facility.
  
  All services were done and completed. It was the warranty company that held Ms.***** ******* up because of payment issues.
  
  We again apologize as well as thank Ms. ***** for allowing us the opportunity to address her concerns.

  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sabotaging my car for additional financial profitas a result, putting me and other motorists at risk.

  Customer Answer

  Date: 06/11/2025

  Ms. *********** want to thank the Better Business Bureau for its prompt response.
  Pep Boys contacted me on June 11, 2025, to inform me that they did not sabotage my car. I was told that in their routine check of a car, sometimes something can be pulled out accidentally.
  The technician who assisted me stated, that they do not go under the hood because there is no reason to do so. He made it clear that all they did was replace the tires; nothing else was touched on my car except for replacing the tires.
  The front desk technician claimed several times that the technician who replaced the tires noted on their copy of the receipt that my dashboard lights were on when I brought my car in. THAT STATEMENT IS ********* car was working fine because I had driven it earlier before leaving it at Pep Boys for the new tires.
  I was informed by the manager, who called me due to the BBB contact, that they attempted to claim they do check the FILTER, check of the engine.
  If this is true, why wasnt I informed before? Why isnt this information shown on my receipt? If this is true, why did the technician state multiple times that they do not need to check under my hood?
  When the manager reviewed the paperwork from Century Auto Service, why didnt he inform me of this?
  Pep Boys stated that they reimbursed me the $150.00 for repairs and informed me that they will also reimburse me for the towing fee.Pep Boys has not made any contact with me since May 27. They only reached out after the BBB informed them of my complaint.
  I will accept a refund for the repairs and towing, but this matter is not over. Pep Boys deliberately sabotaged my car for the sole purpose of financial gain for themselves. They assumed that because I am a woman, a senior woman, they would get away with this.
  Their action put me in danger while I was in my vehicle;it could have endangered others. This is unacceptable, and it is not over. Pep Boys needs to be held accountable for their actions. A refund of the money I paid out is not closing this matter. I have made this clear to the manager who spoke with me earlier.
  I will go in person to pick up the check for the towing today; I have not received the refund for the repairs. I am officially informing the Better Business Bureau that this matter is not closed. It is extremely troubling what I have been told by PEP BOYS and the extent to which they have gone to try and make it seem like an honest mistake, previously outright calling me a liar and stating, They have no reason to be under my hood. 
  Thank you.
  
  **** ******

  Customer Answer

  Date: 06/13/2025

   I was credited $217.00 by Pep Boys for the towing. I have yet to receive my $150.00 reimbursement for the repairs. Because Pep Boys' intentional and needless act to profit financially poses a safety risk, I am thinking of bringing legal action against them. The sooner this is stopped, the better.

  I would be grateful for any guidance BBB could provide to help me achieve this. I no longer feel at ease when operating my vehicle.

  

  Business Response

  Date: 06/26/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Ms. ******* We apologize for any inconvenience Ms. ****** may have experienced at our facility.
  
  The store issued a refund to Ms. ****** for both the Towing charges and the Engine Diagnostic fee.

  
  We again apologize as well as thank Ms. ****** for allowing us the opportunity to address her concerns.
  
  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

  Customer Answer

  Date: 07/07/2025

  Ms. *****,

  I did reply back and inform the BBB that Pep Boys refunded the towing fee but not the repair fee. I also reached out to the Maryland Attorney General, and they are also working with me. I want to take legal action against Pep Boys. They are putting people's lives in danger and must be stopped. Please keep this open.

  I will forward additional information once I hear back from Pep Boys.

   

  Thank You,

  **** ******

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 31, 2025, I paid Pep Boys located at ***************************************************************, for a diagnostic on my 2018 GMC Yukon XL to ensure it was safe to drive. They had my vehicle for approximately 40 minutes and stated no issues were found. However, another certified mechanic later diagnosed the vehicle with serious pre-existing mechanical problems including transmission failure, damaged motor mounts, and a faulty control arm.These issues should have been detected during the original inspection. Due to Pep Boys failure to identify them, I was left with an undriveable vehicle and have incurred over $3,000 in unexpected repair costs. Despite several calls and emails to follow up on my case (Case ID #*******, ********************** has not provided any written response or meaningful resolution. Im requesting accountability, written acknowledgement, and financial assistance toward the suspension repairs that are not covered under my warranty.

  Customer Answer

  Date: 06/11/2025

  Here is my invoice.

  Customer Answer

  Date: 06/11/2025

  Here is my invoice.

  

  Business Response

  Date: 06/24/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Mr. ****** We apologize for any inconvenience Mr. ***** may have experienced at our facility.
  
  Mr. ***** was advised that inspection could not determine if transmission was bad, and if any electrical issues were present. Mr. ***** was asked to provide what another shop stated we missed as a repair facility. Mr. ***** was offered a refund which he denied.
  
  
  We again apologize as well as thank Mr. ***** for allowing us the opportunity to address his concerns.
  
  Regards,
  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

  Customer Answer

  Date: 06/26/2025

  I specifically asked Pep Boys to do a full inspection to make sure the car was safe and to identify any mechanical problems. They took my money, lifted my vehicle, and came back saying everything looked fine. However, just days later, I discovered major issues with the transmission, suspension, and internal engine components.
  
  When I later took the vehicle to ******************, they provided detailed photos and a full report of the damage. Pep Boys gave me nothingno pictures, no diagnostics, no printout of error codes, not even a detailed breakdown of what they supposedly checked. How can they now claim their diagnostics cant detect transmission or engine problems? What exactly did they do during the inspection?
  
  I walked past the work bay several times and didnt hear any diagnostic tools running, didnt even see no one my vehicle was the only car. My car was lifted but I didnt see anyone actively inspecting it. It felt more like a routine visual glance than a real diagnostic.
  
  If Pep Boys cant identify major problems like metal in the oil or a bad transmission, then whats the purpose of offering an inspection service in the first place? Just another way to take customers money. They can't prove or show me the work ****************** found everything with out me asking i brought the vehicle in for one thing i was feeling and they found much more. I firmly believe Pep Boys did nothing and just took my money they can't even show the work they've done. They have yet to tell me what was all done to the vehicle. What does a Pep Boy full inspection consist of.
  
  Sincerely,
  ****** *****

  Customer Answer

  Date: 06/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23453102
  
  I am rejecting this response because:
  
  I reject Pep Boys' response because their inspection service failed to identify the serious mechanical issues with my vehicle. I brought the car in specifically to ensure it was safe and to check for any existing problems shortly after purchasing it.
  
  Their response now claims their inspection "could not determine if the transmission was bad" or if electrical issues were present but what exactly was inspected? They did not provide any photos, diagnostic codes, or a detailed report to show what was reviewed. ****************** Automotive later performed a thorough diagnostic with documentation, including pictures, clearly showing transmission and internal engine issues that Pep Boys missed.
  
  I observed my car lifted in the bay, but I never heard any equipment being used. It felt like they barely examined it. At the very least, a professional inspection should have caught metal in the oil or major mechanical defects. Pep Boys simply took my money and gave me vague verbal reassurance that the vehicle was fine which was clearly not true.
  
  Their lack of documentation and failure to detect major safety and drivability issues is unacceptable. I am not satisfied with their response or their attempt to avoid responsibility.
  
  Sincerely,
  ****** *****
  Regards,
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/01/2025

  Dear Ms. **************** are in receipt of the rebuttal sent to your office by ********* After a second review, we have determined that our prior response stands firm.
  
  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our car was taken to pep boys due to an issue with the car shaking while driving. After review I was told the car needed services. I was reassured that this would fix the cars issue. When picking up the car, the car was in the same condition and undrivable. Pep boys misdiagnosed the issue and did frivolous work on the car. The **** dealership said the problem is the engine and this could have been easily diagnosed by a qualified technician. This should have been visable upon inspection without needing to take the engine apart. They certified that I was given bad advice and they should not have performed the services they performed. The car needs a new engine and can not be salvaged. No work should have been performed on the car but pep boys lack of proper training and knowledge misdiagnosed this issue and no work should have been performed. A full refund should be issued.

  

  Business Response

  Date: 06/20/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Ms. ******** We apologize for any inconvenience Ms. ******* may have experienced at our facility.
  
   The vehicle came in the shop on 5/31/2025, with a CEL mil on. The diagnostic result was a misfire in cylinder #1 and #2 also a random multiple misfire code. The recommendation was a tune up of spark plugs and ignition coils as a starting point. ****** ******* was notified and sold a tune up and coils under the pretense that it was a starting point. ****** ******* was also made aware that there may also be other issues present after the service was completed. Upon completion of the service the technician found a solid code for cylinder#1&2. The service was rechecked and found two spark plugs had been found defective and were replaced at that time. At this point found a cylinder misfire in cylinder # 2. After further diagnostics found erratic flow of fuel in this cylinder. The next step was taken to replace the fuel injector and was done at no labor or diagnostic cost to ****** ******* as a courtesy. After inspecting the injector found the injector was clogged with what appeared to be carbon build up. After further diagnosis it was determined that the vehicle may possibly have internal damage, and the dealership was recommended to verify concerns. The vehicle was picked up and it was thoroughly explained the issue on hand by the advisor and technician. At no time was this guaranteed to fix the issue.
  
  We again apologize as well as thank Ms. ******* for allowing us the opportunity to address her concerns.
  
  Regards,

  ******
  Tausendfreundt
  Customer **********************
  Coordinator

  Customer Answer

  Date: 07/01/2025

  July 1, 2025
  To Whom It May Concern,
  I am filing this complaint regarding negligent and unprofessional service performed by Pep Boys on my 2018 **** Escape at the *********, ** location. The work performed failed to resolve the original issue and, in fact, contributed to catastrophic engine damage that has rendered the vehicle irreparable.
  On May 31, 2025, I brought my vehicle to Pep Boys due to shaking when driving above 60mps. I received a call from ******** ******** and was informed that the car needs several items to fix the problem.The cost was going to exceed $1,800. To convinced me to get the work done, he even offered to apply a coupon to help offset the costs. I specifically asked will this fix the issue we are experiencing, and I was told yes, the car will be like new. Since the car only has ****** miles, I approved the work to be performed. I even received a text from Pep Boys showing the vehicle overview and diagnosis. Unfortunately, the technician assigned to my vehicle was clearly inexperienced and failed to properly diagnose or repair the problem.  After a week of having our car, I was notified that the car was fixed and ready for pickup. My son, ******* *******, arrived to pick up the vehicle and was charged $1,839.99 but the problem remained unresolved. Never once was there any conversation that this may not fix the issue.
  After starting the car and trying to leave Pep Boys, it became clear that the car was not fixed and undrivable! This is after full payment was made. It was running worse than before, and when he asked about this, the Pep Boys technician told him that he would need to take the vehicle to a **** dealership for repair essentially admitting that Pep Boys was unable to fix the issue they charged me for. He barely made it out of the parking lot and drove directly from Pep Boys to ******** **** where the vehicle was inspected by a certified **** dealership. Their technicians confirmed that Pep Boys had misdiagnosed the problem,and that the vehicle now requires a full engine replacement.The **** service team explained that the engine damage was clearly visible to the naked eye and should have been obvious to any qualified technician. Because of Pep Boys negligence, my vehicle has now suffered irreversible damage and must be salvaged.
  On Monday, June 9th I called Pep Boys and asked to speak with the manager. I was informed that I was speaking to the Assistant manager. When I explained what occurred, he back peddled and said they do not remove engines so they would have idea that the engine had an issue. Again, **** stated that a qualified technician could see the issue upon visual inspection and that the work that was performed was a misdiagnosis by an untrained technician. I told the Assistant Manager that I was going to dispute the charges with my credit card and file a claim with the Better Business Bureau. They misdiagnosed the issue and charged me for unnecessary services, and the car is unusable. The Assistant Manager took my information and said the Store Manager would call me back but no one ever followed up.Pep Boys has made no effort to accept responsibility or resolve the issue.Instead, they are disputing my claims with false and frivolous information.They are lying about conversations that they have never had. All discussions were directly with me, not my son ******* ******* since I was the one paying the bill. I refuse to pay for their incompetencies. They took advantage of a situation and are now trying to cover it up with stating things that never occurred. I WAS reassured, by ********, that the work being done WOULD indeed fix the issue.
  The cost of replacing the engine exceeds the value of the car. Had I known that immediately, no work would have been performed on this vehicle. I have paid over $1,800 to Pep Boys for unnecessary work and now have a car that has to be salvaged.
  I am requesting a full refund of all charges for the failed service, and a formal acknowledgment from Pep Boys for their role in causing extensive damage to my vehicle through their misdiagnosis and lack of proper expertise.
  I have been a long time Pep Boys customer in Trooper, PA and have never had an issue with any services performed. This location scammed me with performing unnecessary services that could not address the true issue with the vehicle. It is a shame that one bad experience can tarnish a brand but the technicians at this location are not qualified to diagnose and work on vehicles. In addition,the lack of response and lying to the BBB and my credit card company to cover themselves is reprehensible.
  The Better Business Bureau to here to help protect the rights of consumers. Should this not resolve the issue, I will obtain a lawyer to help protect other consumers from their incompetencies.
  I hope the Better Business Bureau can assist in resolving this matter.
  Sincerely,
  
  ******** *******
  *********************
  *******************
  **************
  ***********************

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Pepboys store #**** on Capital BLVD in *******, ** on June 7, 2025 for a diagnostic check for my check engine light being on.They stated it showed code P0300 and could fix the issue by replacing cam sensors A and B. They said dust and residue from the oil was on the sensors, that can build up over time and could not simply be cleaned off.I was notified that the technician working on my car pushed my car to the side to work on another vehicle because their parts arrived and they were working back and forth between that car and my car. I then went home to wait, which required an **** because I do not live in *******. I received a phone call telling me my car is ready. I could have stayed at Pepboys because they replaced the parts rather quickly and I was only home for about 30 minutes.During this phone call, they stated that even after replacing the parts my car was not fixed like they said it would be and that the check engine light remained but now with two additional codes. They said it may be a timing issue. When I arrived to pick up my car, there was no one to speak with about why they said they could fix my car knowing they could not because they obviously could not find or see what the problem was other than finding something silly such as dust. They knew what they had done & did not want to face ***** tell me that cam sensors need to be replaced because they are ***** is odd. Also appeared that they really did not know how to fix the issue with my car & just wanted to try something to get money out of me. They charged over $400.00 just for labor for parts that totaled just over $100.00 for a simple part replacement. I am a ************ just did anything to get money.This location is not honest & money hungry. They do not give accurate diagnosis of issues and highly overcharge their customers. I will never deal with ******************** again for anything serious. I went to a highly skilled mechanic who fixed the problem fast & a lot cheaper.

  

  Business Response

  Date: 06/20/2025

  Dear Ms. ************** We are in receipt of the complaint sent to your office by Ms. ****** We apologize for any inconvenience Ms. ***** may have experienced at our facility.
  
  Ms. ***** was advised the vehicle came in with multiple codes, and was advised that the technician found the cam sensors covered in oil residue (used words sludge and tar). Ms. ***** was advised before starting the repair, that replacing the cam sensors was a starting point, that it may ultimately be due to a timing problem. Ms. ***** approved the repairs. We proceeded with work and upon completion, the check engine light came back on. We notified Ms. ***** that the repairs were completed but the light was still on, however now only with two codes stored in system, we also reiterated that it is due to a timing issue, as previously mentioned Ms. ***** was already aware of the steps. ******** was made aware and did not have any question or concerns upon phone call.
  
  
  We again apologize as well as thank Ms. ***** for allowing us the opportunity to address her concerns.
  
  Regards,

  ******
  Tausendfreundt
  Customer **********************
  Coordinator

  Customer Answer

  Date: 06/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23442403
  
  I am rejecting this response because:
  
  After they realized that replacing the cam sensors did not work (check engine light still illuminated), that is when I was told it was a maybe a timing issue and not anytime before then. This was told to me in a phone call after the repair was made. The repair was approved because they assured me that replacing the cams would resolve the issue. It seems as though they spoke amongst themselves about what they felt the true issue is but did not speak to me about it. Instead they just tried a repair, hoping it would work and it did not work like they said it would. 
  

  I will continue to make this complaint until a proper resolution is reached. They are just out for money by giving incorrect diagnostics and thinking a simple apology will make things right.

  Regards,
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/01/2025

  Dear Ms. **************** are in receipt of the rebuttal sent to your office by Ms.***** ***** a second review, we have determined that our prior response stands firm.
  
  Regards,

  
  ******
  Tausendfreundt
  Customer **********************
  Coordinator