The Pep Boys
Reviews and Complaints

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

Please understand this IS NOT about the local store I went to. This is about a complete lack of customer care as part of your corporate culture.

Recently I went to a local store and purchased 4 tires, spending approximately $550.00. I have a car with different size tires on the front and wider tires on the rear, it's a challenge to find tires by the same manufacturer for all four. It's a Cadillac and that's the way they designed it. I have run multiple manufacturers tires, TOYO, Continental, Firestone, and Goodyear. I have 147, 750 miles on the car and it is a very quiet riding car. The Pep Boy store purchase was for Kuhmo Tires on the front and Hankook Tires on the rear.

The road noise since putting those tires on is outrageous.

I called Kuhmo directly and explained I purchased the tires from Pep Boys and within 15 minutes they gave me a reference number and said go to my local Discount Tire store and they would swap them. I went in and within an hour they swapped the Kuhmos for Cooper tires and I was on my way. The road noise subsided somewhat.

I then called Hankook and they said I had to go through Pep Boys. I called your corporate office and was told Tim Needham was the regional rep for my area and he would call me the next day. Well, that didn't happen.

The beginning of the following week I got a call from the local Pep Boys store manager Joseph, where I bought them. If Tim wants to be a manager he needs to stop handing things off to other people and step up and call the customer, but that's your HR problem.

The local store manager, Joseph, who by the way is very nice, called me and said he had heard I had a complaint and I explained what had happened up until that time and was expecting a call from Tim.

He said that corporate hands these issues back to the store to resolve. After explaining the situation he said he would check with Tim and get back to me. That was last week.

Today, 9.19.18 I went back to the store to find out why I hadn't received a call and was told that he hadn't heard from Tim yet. What a surprise!

The solution he recommended was for me to put Michelins on instead of the Hankooks and the differential in cost would be $148.20.

I explained that being on social security and a fixed income made it difficult to simply come out of pocket additional dollars since I already had a great experience with Kuhmo and Discount Tire and have never had road noise in all the years I owned the car.

Let me say, as a retired small business owner, you can trick someone into doing business with you the first time, but your customer retention suffers greatly when they are treated what is considered less than acceptable.

I wouldn't either make additional purchases from Pep Boys or recommend them to anyone.

I would highly recommend Discount Tire based on how they and Kuhmo handled my issue.

I asked the local manager if I went elsewhere and purchased tires from someone else to replace the Hankooks and returned the Hankook's to the store would Pep Boys refund me the money for my purchase and he wasn't sure how corporate would handle that. He said he would have to call Tim.

You guys have become your own worst enemy. These are self-inflicted wounds when it comes to taking care of the customer. Remember, after the sale, there are only two things left, service and support. Pep Boys Corporate got an F on that course.

You should revisit your customer care policies and the people you hold responsible for carrying them out.

You gave yourself one star above and if I could change it to zero I would.

Please keep in mind this is not about your local store because they can only follow policy.

Bought a reman starter at Pep Boys. Store number #0742 on 8-4-2018 trans 06836. Was on sale for $77.42 +tax.and core deposit. I immediately paid $108.00 to have it installed. Brought core back that afternoon and got
core deposit back. [protected] car wouldn't start. Just clicking. Had car towed to Mechanics.They said Starter was bad. I had them get a starter for me and they installed it for $271.00 parts and labor. They had to give Pep Boys starter to place they got starter for core charge or exchange. So I am basically out of The $77.42 + tax for your reman starter and $108.00 labor for installation of your guys starter! I doubt you would cover the labor charge I paid for install of your starter. But I would really appreciate my money back for Bad starter. I have documentation of all Mechanics work performed. But dont know much on how to send copies. Not really computer literate. My name is Steven Kirkpatrick. Address is 3539 Roosevelt St. A. Carlsbad Ca. 92008. Mechanics name is Ron at Oceana Auto Care [protected] Thank You!

I purchased 4 new tires on 8/26/18. I'm a tractor trailer truck driver. My first time driving the car after 8/26/18 was Sunday September 16, 2018. I drove from my home in Greenbelt Md to Silver Spring Md. After visiting my friend for 1 hour, and parking in his driveway I came outside to four flat tires. We put air in the tires with his pump. I made it home and all four tires were almost flat. I drove to the Exxon station near my house and the checked the tires. This morning the rear passenger tire was flat. I believe the tires are dry rotten or defective. My request is that all 4 tires be upgraded and replaced.

09/18/2018. Weslaco, Texas. I made an appointment to replace a part on my vehicle. This was done. At checkout, I handed them a rewards card. They ran it and told me that it was declined. They said that it had already been used. I had not used it. Corporate officer said that it was a duplicate. I do not understand how a multi-million dollar corporation could make such a mistake. I was told that there would be not compensation made. Corporate said that I was not the only one that has complained.

Iv'e been a loyal customer of store 83 in Richmond Va. for quite a few Years. Spent thousands of dollars under the management of Dyrel Hawkins.
Since he has been gone. I have noticed several changes .none of these are for the good of the customer or employee's.
1. The belittlement and humiliation of the way Ali Khan treats his employee's.
2. selling customer's more than they need. Just to boost his personal number's. (I know this. Because I and other's were the victims of his sales tactics)
He is over selling the customer. Then telling them they can return the product if they don't want it. This raises his personal number's up, and a different employee has to take the hit for returning the item.
I have watched him do this over and over.
3. He refuses to help service in any way shape or form. I have watched him treat the asst. manager with utter contempt. He has refused to answer any phone calls. he will not lift a finger to help a service customer. tells his employee's not to pull parts or help service either.
4. I and other's have noticed that he stands at one terminal, and looks at his phone. He has allowed his children to run around the store. Including allowing them to work with other employee's.
5. It has been noticed by all people's that the cleanliness of the store has greatly been compromised.
you have lost my business
as well as the business of my family. this is due to him only. we will no longer visit this store retail, service and commercial.

Pep boys website advertises pricing for various services. They have a few prices for a/c diagnostic starting at $34.95 going up to $90 something. I brought my car in to diagnos my a/c problem. Sometimes it blows cold and sometimes hot. I explained to the supervisor.
He charged me $169.95 just to diagnose the problem. I paid the bill because I didn't want trouble. I later called andrew the supervisor and told him I felt I was overcharged. He had the nerve to tell me I paid so much because I "needed extra coolant". He was clearly lying. Extra coolant does not cost $100.00. I guess he thinks women are stupid. I submitted a complaint to the bbb and received an email from store manager glenn who told me I was looking at the wrong services on the website, another lie by a man who thinks women are ignorant. Trying to blame me for being overcharged. So, here I have two different stories from two management employees of pep boys. Two different lies. One being extra coolant cost over $100.00 and another telling me I am wrong with the pricing, which is clearly stated on your website under air conditioning. I asked several times to explain to me why I paid so much. To justify $169.95 and never received an answer, rather, I was lied to by two of your management team. I find it hard to believe that pep boys doesn't even care about this issue, as I have not heard a response to my question. Does pep boys treat everyone this way or is it just the women because you think we are all stupid? I'm sure I won't get a response to this complaint just as I have not received a response from bbb or customer care. Thank you so much for overcharging me, lying to me and not respecting a paying customer.

Made an appointment 2 days ago for an appointment to have my oil changed at 4:00 PM on 9-7-18.
Arrived 10 minutes early to be informed I would have to wait 2 hours before they could change my oil.
Why, oh why do you make appointments if your Management Staff does not know how to schedule the service and staff needed to fulfill an appointment commitment
I understand sometimes things could happen where a service may have complications and delay appointment times...but come on...2 hours.
If service appointments are running this far behind then I put the customer dissatisfaction on todays Manager Sandy Senaida.
Why did Sandy leave early to go home...why did she not have enough customer service experience to call all of us with appointments and advise our appointment s would be running 2 hours later.

After looking at other reviews for Pep Boys this seems to be a common practice that Pep Boys is very aware of and it appears is not doing anything about it.

Just wanted to report this same complaint in hopes that Pep Boys Corporate Office will wake up and work on a solution.

Pep Boys has yet lost another customer and this poor customer service experience will be shared immensely on every social media I have access to in hopes that my family and friends take their vehicles elsewhere.

The service department manager in the Chattanooga locations think that they know more about cars then their own staff including the technicians. As I am a technician I have a lot more information and knowledge of cars. Yet, the manager has been throwing parts on cars and not paying us for our work. Plus he has the tendencies to have us work on vehicles for his friends for free and not pay us for everything done on these vehicles. Hell he will even steal money from the company and the other employees who write up service orders and give them away for free.

I am writing this complaint on the individual (Mr. William Banks) being that he thinks he can skimp to save time, lapse in performance of his responsibilities, lack in completing his work duties, his neglect for safety and telling the customer with a sarcastic "have a nice day" without having any consequences.
My name is Doug Gajda and I have been going to Pepboys at 935 Gateway Commons since 2013. I own 3 vehicles that have regular maintenance; all needed repairs and tire changes. I never go to a dealer except to get Nitrogen in my tires. I have to say James the master mechanic is great. When he works on any of my vehicles he knows I trust his opinion highly. He knows to do what has to be done with no questions asked as well as no matter the cost. My family's safety comes first. Jim Nelson, Joe and Jess are good managers. Sometimes I feel really bad for Jim having to move all the new tires that came in on a shipment on his own just so he can clear the only tire bay to lift my 2017 Chevy 3500 15 passenger bus for maintenance. (Private vehicle I have 7 kids). All because the individual didn't show up for work nor would anyone else will help him.
On 8/20/2018 I had my son bring in my 2014 Kia Optima for a full synthetic oil change, Filter. as well as a Rotation of tires. store ID 1623 Service order # 2051120 After work was completed my son parked the car in its spot on my new extended driveway that I just installed at a cost of $8, 000. My son left to take the car an hour later to go to college. Upon throwing out the garbage, I see a large oil spill on the driveway. I returned to Pepboys and confronted Mr. William Banks standing at the counter and asked if he was the individual that worked on the 2014 Kia Optima oil change. He replied "yes it was me, why?" I said I now have an oil spill on my driveway. He replied "It is not a leak it is probably due to excess oil spill on the cover from oil filter change." I replied I have a lot of oil on my driveway because you never wiped it down properly. He replied yes I did. Now this is where I am now officially mad. This is not the first time this vehicle had an oil change at pepboys or any of my other vehicles. (I never had a problem before) But yet I am hearing this lame excuse from an individual that is making it seem I am wrong and lying. I told Joe the Manager at the counter in front of Mr. William Banks that I will not be having my vehicles serviced at this location anymore as long as Mr. William Banks is working here. Joe did not say a word but Mr. William Banks said with a smug attitude and snicker "have a nice day". I replied I most certainly will. Apparently Mr. Banks doesn't care if Pepboys loses 3 vehicles as well as a loyal customer for 5 years. It is a real shame; I have seen a lot of employees work and leave that location but never one as rude and lazy as Mr. William Banks. Based on my experience at this location, I am sure corporate managers for Pepboys would not tolerate this behavior and I respect them accordingly. But I am sorry to say until this issue is resolved with this individual I will not return to Pepboys or any of Pepboys locations. Especially now that I must clean up this oil spill on my own being physical handicapped.
Doug Gajda [protected] [protected]@gmail.com

The needle on my car went to the red overheated. Took my BMW in for repair. One day after brought it back needle still going in red. Both Megan and Steve from douglasville ga. Pepboys assured me it was a broken sensor not their work which is still under warranty. Took car to BMW specialist he notified me they not only did they put the wrong spark plugs in but wrong hoses wrong clamps. All which caused a gas leak. So they agreed and reimbursed me $500. The BMW specialist fixed the gas leak and also told me they didn't bleed out the lines properly which is the reason for the bouncing needle.. That evening driving home my car blew up literally in smoke. As a rewards member I called towing and they said I needed to stay by my car for 3 hours on a rainy night or they would not get my car. I walked 2 miles to finally get help...car went back to pep boys..they had an adjuster come look now almost a month later.. Saying not their fault...the broken resavoir and broken head gasket was not what they worked on before.. The BMW specialist wrote me a letter stating it was their fault due to the needle popping back and forth. Not only did they not review the shoddy work and bad parts they put on but did not talk to me call me or the BMW guy which they said would all happen...the coolant is all under warranty and they will not take any responsibility. My car is underivable. I have spent 1000's of dollars and have been a rewards member for 10 years..this is how they treat their customers.. I need some help. I am a 60 year old grandmother and they have completely been unprofessional from day 1.. I was told by area manager Jeff Coleman he would help to refund monies or get me into another vehicle now I cannot even get a call back other than a letter saying not our fault...my car would not have overheated again if they did the work correctly the first time or even looked at the needle problem the day after I took it back..this is so wrong...

I ordered a tire online July 20th to be delivered the same day. I get an email saying the tire was delivered at 16284 Midway Rd, Addison, TX 75001 only to be told it never arrived. I called the next day, Saturday in the 11am hour and was told by William it was in. I arrive around 6:20pm to be told the tire is not there. William found a comparable tire at another store which I agreed to purchase. The store employee didn't arrive back with the tire until 7:25pm. William said they couldn't put the tire on because they closed at 7pm and technicians were already going home. "You don't know how to put a tire on?" I asked which he replied he did. After hearing him say he knew how but didn't offer to do it, I no longer wanted to do business with Pep Boys, namely this store. As I walked to the car I saw at least 2 techs still working. Being inconvenienced for both Friday and Saturday, one would assume 1 of the 3 employees could've changed the tire. I had been there 40 min before closing waiting on Pep Boys to come up with a tire that an email said arrived the day before, Friday. I did my part as a customer and was inconvenienced by this store. I emailed [protected]@pepboys.com over 2 weeks ago and I never received a response back. No wonder this store lacks professionalism when the service manager doesn't even return complaints from potential customers. WALMART FOR THE WIN!

I went to pep boys so they can fix the stering well of my Kia Sedona they charge me 1766, 75 and the car break down on the stree the day after .i went back to the store get the car for repair they find the belt came off the told me everything it's ok, went back home the day after the light is on now I have honk problem . I went back again they told me it's electric problem they can fixe it .

Long story short I paid $700 for a new alternator and battery in my brothers truck, two days later when I was again driving my brothers truck it broke down again! I managed to get it back to my apartment, the next day( a Sunday) I got it towed to pep boys on William cannon drive, I was told a faulty alternator had been installed, and I would have to wait until Tuesday for a new one! I then requested the truck be towed to a different pep boys to be done sooner and was told I'd have to pay myself for any extra towing. As I didn't have money on me at the time I was forced to leave my truck and accept it wouldn't be done until Tuesday as the technician who was installing it was off until then. Tuesday arrived and according to the receptionist in the William cannon drive store the technician never showed up for work, so the receptionist who I had met on Sunday, and talked to on the phone on Monday, then installed the part himself! Any time I've asked about making a complaint I keep getting passed away and given random numbers.

I ordered a radiator for my 1996 chevy Impala ss on 8/6/18, on line.
My pickup date was 8/7/18. Every time I call the store, I'm put on hold
for over 10 min. Then advised that the delivery truck has not arrived and
it may be in the next day. Why would it take 10 or more minutes to confirm and order. Online order stated next day delivery(order # [protected]). Pick up store
1804 University Blvd E Hyattsville, MD 20783. [protected]

Dear, Whom to concern
I really was died on hwy because (moreno vally)pepboys manager refused me for replace my car bad alternator
pepboys manager so rude to me he was so angry to me
he told me we checked this car alternator but it is ok
without any record paper he said we can not replace my car alternator
but before visit here
i visited (rancho cucamonga) pepboys checked my car
battery was good pepboys will replace my car alternator because i showed picture my car notice board light (this mean is alternator is not work)
but i was wait for around 3 hours
i had to go to work i told pepboys people i will come here tomorrow
i was driving hwy next day my car was not charge my car battery because alternator is no good
my car gear system does not work because alternator was not work
my car drive very slow around 40miles second on hwy gear system can not change higher gear because bad alternator it was too dangerous on hwy
i live at perris i could not drive to ( rancho cucucamonga) pepboys
so i visited to ( moreno valley) pepboys
(moreno valley) manager refused me replace my car alternator
i had to drive to (rancho cucamonga) pepboys it was too far from moreno valley to rancho cucamonga
with bad alternator
i was nightmare on hwy (moreno valley) manager already know how much dangerous driving on hwy with not work alternator
i have a, lot of picture my car notice board light ( notice board light mean alternator was no charge battery )

i was argument with (moreno valley ) manager because i could not drive my car with bad alternator
i was wanted replace my car alternator
(moreno valley) manager asked me do you have warranty receipt
i said to manager my information (receipt) at (west covina) pepboys as life time warranty

alternator does not work in evidence ( my car board light showed me alternator was not work)
i was so suffer
I was so headache & mental pain
i could not believe (moreno vally )manager why so fury me
P.S. (moreno vally) manager said electric wire is problem without electric wire check
(rancho cucamonga) people said electric wire is ok ( this wire connect from alternator to battery & etc)
Manager name is Mathew Grijalva Store #[protected] Phone
23470 Sunny Mead Boulevard Moreno Valley, CA 92553
I was like to go to shopping at pepboys! all the time!
i really appreciate read my complain
i really like to have justice & right!:)
Have a Great Day!:)
P.S.I have life time warranty receipt now for my car Alternator pepboys!

Pep Boys installed incorrect size brake pads and did not lubricant the brakes.
Brakes unsafe and squeaking every time pressure applied.
Returned to Pep Boy dealer and was told issues would be addressed. Picked up car and applied brakes, no change and nothing had be done to solve the issue. Have had brakes inspected at another certified tire and brake dealer who confirmed issues with brake pad size, brakes not greased and overall poor quality of pads and installation.

Pepboys has had my car for four days now, and still they said my car will not be ready 7/26/2018 I need my car by Friday 7/27/2018, How long does it take to put an axle in. They state whomever they were getting th part from was giving them the wrong part. This is ridicules, how long does it take it is already 4 days. I don't like to complain but I specifically told them I need it by Friday.

Yes High my name is David Troy, I was recently a customer of Pep Boys in Pomona California I took my car in to get oil changed real balanced and rotated after two weeks of having this done my traction control ABS light stable link and brake service light started blinking off and on check engine light and I just had those sensors put in 4 months prior I took my car back and ask the manager if you could take a look at it because it shouldn't be doing that and he said he was really busy and if I leave my car that he would take a look at it, and as I looked into the garage there was no one doing anything no cars up on The Voice they were just sitting around joking doing nothing and I asked him if it only take you 5 minutes to put my car up on the rack in the manager proceeded to tell me that it was my calipers leaking that could cause all kinds of damage and I I told him that's impossible because one is mechanical and what is electrical the two have nothing to do with each other I proceeded to I proceeded to ask him again to put my car on the rack and let's take a look at it maybe you guys did something or overlooked something and he refused to even do that pay for service and I wasn't satisfied I just wanted him to look at it was negligence no harm we just fix it but you refuse to even look at my car and now I had to take my car to another mechanic who looked under there and looked and saw that my speed sensor was ripped apart because the wire was in the caliper where had no business being now I have to pay to get it fixed and I don't think I should have to do that when all he had to do is put it up on the rack I am very dissatisfied with this Pep Boys in their staff I would like someone to tell me that is a store policy to refuse a customer is satisfaction

I got all brand new tires installed on June 29, 2018 and July 2nd during mid night rear driver side wheel came off while driving on the highway I 290 West.As a result back fender was broken.I got car towed through high way police and took vehicle to same store next morning July 3, 2018.They took 5 days and kept my vehicle in there possession with an understanding to fix it.In the evening of 7th July when they returned my vehicle it was worse then before back fender was still apart and this time front fender was apart too which was ok at the time I handed them vehicle.They had promised to put new rim but vehicle was returned with same damaged rim.I lost 5 days of work.Vehicle still needed to be repaired through Autobody.I request to compensate for my loss.Loss of income is approximately 1500 usd for these 5 days because this was my work vehicle.I filed a complaint over phone and did not hear anything from District manager or any other responsible authority since last week.