Pep Boys Reviews

Shortly after the repair, I began experiencing brake noise and slight pulling while driving. On 5/9, I noticed a burning smell and found the left front wheel extremely hot after normal driving. Pep Boys inspected the vehicle and advised that the left front caliper was sticking. Because my warranty company was closed for the weekend, I approved repairs and planned to work with the warranty company Monday.

On Monday morning, I provided Pep Boys with my warranty company’s claims information. Later that day, Pep Boys called and stated my Jeep was ready and everything had been resolved with the warranty company. After arriving at the shop, employees realized nobody had actually contacted the warranty company before completing repairs.

Pep Boys then informed the warranty company that failed rubber brake hoses caused the issue, resulting in my claim being denied because hoses are excluded under my warranty. I was forced to pay approximately $586 to retrieve my vehicle. The following morning, after driving less than two miles, smoke poured from the left front wheel area and the brakes were still malfunctioning. The vehicle had to be towed back to Pep Boys because it was unsafe to operate.

After the vehicle returned to the shop, I received multiple inconsistent explanations regarding the cause of failure, including sticking calipers, failed hoses, defective rotors, and later statements that the hoses had not actually been replaced during the prior repair despite being invoiced. Pep Boys also discarded the original parts and failed to take photographs of the alleged failed components, leaving no evidence to independently verify the actual cause of failure. I attempted to resolve this matter directly through Pep Boys corporate escalations. I was initially offered only a coupon for a future visit and repeatedly promised callbacks from management that never occurred.

My primary concerns are: unsafe release of my vehicle after repair, inconsistent and changing diagnoses, failure to contact the warranty company prior to completing repairs, repairs apparently invoiced but not completed prior to release, failure to properly inspect or test drive the vehicle before release, and poor communication throughout the process.

I called my son-in-law about my vehicle so he took his out on the highway and his vehicle was wobbling badly. He went to another tire store also and they also found that the tires were improperly balanced and they also found damage on his brand new rims. I have sent 2 emails asking for a refund for the bad service and also the missing tire sensor that I had to pay for. The first email was an AI generated response just like the one my son-in-law received still waiting on a response for the 2nd email about refunding me.

Unfortunately, that wasn’t the only issue. The tires were initially installed with the wrong valve stems, forcing my husband to go to another auto parts store to purchase the correct ones and bring them back for installation. On top of that, we were charged for tire balancing—a service that was never performed—requiring yet another trip back to the store to have it corrected.

After finally getting everything sorted, we discovered the age of the tires and immediately contacted the store. We were then informed that the store itself cannot issue refunds, and that only the District Office has the authority to do so. We attempted to escalate the issue by contacting the district manager multiple times, but our calls went unanswered and voicemails were never returned. We also spoke with the store’s service manager, John, who repeatedly assured us we would hear back soon. Nearly two months later, we have received no follow-up and no resolution.

This experience has been incredibly frustrating. Between selling old inventory at full price, failing to complete paid services, and providing little to no customer support afterward, this location has completely lost our trust. We will not be returning to this Pep Boys location, and based on this experience and the company’s policies, we will not do business with Pep Boys again. We strongly recommend taking your business to a reputable tire shop that stands behind its products and services.

I had my car there with 2 Saturdays in a row all day, with no phone call. When I called back the person to answered knew nothing. When I got ahold of Bobby he told me the issue with the AC and said they needed to order parts. So all day there with no repair. I made an appt to repair it for the following Saturday at 8 am, but 3 that afternoon I had no information and called. The person who answered said the technician called out (again) and not once could look at my car until Sunday. I was furious, I said you knew they called out and kept my care basically all day and didn't give me the courtesy of calling and letting me know. I promptly picked up my car and said I would never go there again and scheduled an appt with a competitor.