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Pep Boys - Western Division Office complaints

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1 Presidential Blvd.
Bala Cynwyd, PA 19004 | Get Directions

(213) 745-5666

http://www.pepboys.com

Monday-Friday: 9:00 AM-11:00 PM (EST)
Saturday-Sunday: 9:00 AM-6:00 PM (EST)

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Total Amount in Dispute:
$75,419.00

Total Amount Settled:
$1,721.00

Complaint Experience

85%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Although we have received a number of complaints against this company the complaint allegations are typical of what we would expect for this industry and are not such that we would consider them serious.~~This company's headquarters is located outside of our service area. To obtain a current reliability report complaint statistics or file a complaint on this company please contact the Better Business Bureau of Eastern Pennsylvania by writing to 1608 Walnut St. Suite 402 Philadelphia PA 19103 or calling (215) 985-9313. To view the report on the website go to www.easternpa.bbb.org

Complaint Closing Statistics

48 complaints against Pep Boys - Western Division Office closed in last 3 years.

Complaints	Type of response
5	Making a full refund, as the consumer requested
2	Making a partial refund
25	Agreed to make an adjustment
0	Refusing to make an adjustment
16	Refuse to adjust, relying on terms of agreement
0	Unanswered

48 complaints against Pep Boys - Western Division Office

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8/20/2025

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $138.53 Amount Settled: $138.53

Customer Complaint

8/15/2025

I took my vehicle in to be aligned no problem with the steering wheel being straight at all just slightly drifting to the right after 3 hours and four times up on the rack they were trying to come up with excuses because they couldn't get the steering wheel back straight again or get my vehicle from drifting to the right nothing was done Resolution Sought I would like to get my money refunded and the stores manager DJ needs to be reprimanded he does not know how to conduct business just looks for excuses

Company Response

8/19/2025

Dear Sir/Madam. We are in receipt of the complaint sent to your office by Mr. Hogston. We apologize for any inconvenience Mr. Hogston may have experienced at out facility. We will process a refund to be sent to Mr. Hogston in 10-14 days. We will ensure the appropriate action is taken at the store level on the customer service provided by the associates. We again apologize as well as thank Mr. Hogston for allowing us the opportunity to address his concerns. Regards, Robin Searl Customer Service and administration Manager

Customer Rebuttal

8/20/2025

I appreciate all the help I thank you for your response and I am happy just to get this resolved once again thank you

8/3/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,600.00 Amount Settled: $0.00

Customer Complaint

7/9/2025

On 11/09/2024 I bring my car a 2017 Mitsubishi Otlander sports to Pepboys to replace the starter, I pay to replacer the starter, but it was never replace, and get bill to be replaced, , on 06/ 20 2024 my car had the same problem again, and I bring it to a nother Pepboy in 204 Blandind Blvd, and I explained that I paid to replace the starter and I was told the garante had expired, so I was bill again, on 06/ 28/ 2025 my car came back with the same issue, I took it to a mechanic and was told the starter was damaged, so they never charged the starter Resolution Sought Reennbursument

Company Response

7/18/2025

Dear Sir/Madam. We are in receipt of the complaint sent to your office by Mr. Semper. We apologize for any inconvenience Mr. Semper may have experienced at our facility. Mr. Semper was contacted and agreed to return with his vehicle for an evaluation. We again apologize as well as thank Mr. Semper for allowing us the opportunity to address his concerns. Regards, Robin Searl Customer Service and Administration Manager

Customer Rebuttal

7/20/2025

I requested the location address which Never was granted, I am waiting on the address, there where 2 locations involved

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