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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:
$73,681.00

Total Amount Settled:
$1,582.00

Complaint Experience

87%

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

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

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

46 complaints against Pep Boys - Western Division Office

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7/1/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $627.47 Amount Settled: $0.00

Customer Complaint

6/18/2025

My husband and I took my 2020 Jeep grand Cherokee to Pep Boys for an estimate on my rear brakes. We told the woman who came out to help us that the rear brakes definitely needed to be done, but we still wanted an estimate to find out if the car needed anything else. Such as rotors, etc. when I made the appointment online, I booked the standard brake package for $200. My husband was told we would get a call once the estimate was done so we can decide if we wanted to move forward with them working on the car. They went ahead and did my rear brakes along with replacing the disc pads and rotors. We never said we wanted to get those done as well. We were only planning on spending no more than $300. The biggest issue is that we wanted an estimate before the car got any work done to it Resolution Sought We would like a refund for the $361. They charged us for the rear rotor with brake service. They also charged us an additional $25 for miscellaneous shop supplies. When my husband called and spoke to a manager, he was told that was for electricity and other things needed within the shop. We have never heard of that before. Especially when we were already charged for the technician fee.

Company Response

6/19/2025

Dear Sir/Madam. We are in receipt of the complaint sent to your office by Ms. Bloyd. We apologize for any inconvenience Ms. Bloyd may have experienced at our facility. Ms. Bloyd entered an appointment online requesting BRAKES. Ms. Bloyd's husband came into the store to drop off the vehicle. He asked what his wife put on the appointment and was advised that she only put Brakes he then said No she also will need rotors. The service advisor said we will do a free brake check to be sure what is needed, but he insisted just the rear brakes and rotors. After we did the free brake inspection, nothing else was found so there was no reason to reach out given the customer had already said rear brakes and rotors. Mr. Bloyd called the store after and asked what the extra charge for shop supplies was for and wanted a refund for that. He was advised that the Shop fee is a standard fee for any usages of rags, additives, seat covers, and floor covers and is not refundable, but the manager did offer a free oil change as customer satisfaction. Mr. Boyd became upset and the call ended. We are denying any refund as all repairs were approved when Mr. Bloyd dropped off the vehicle. We again apologize as well as thank Ms. Bloyd for allowing is the opportunity to address her concerns. Regards, Robin Searl Customer Service and Administration Manager

7/3/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,376.00 Amount Settled: $0.00

Customer Complaint

5/19/2025

I was overcharged for services on my car that they didn't do. Due to me being a woman and now my car isn't working,driving , or starting up and TRIPLE AAA tells me it's my alternator after claiming they put it on the diagnostics and couldn't find the issue. Resolution Sought Their job .

Company Response

6/19/2025

Dear Sir/Madam. We are in receipt of the complaint sent to your office Ms. Dawkins. To further assist Ms. Hawkins, we will need the Pep Boys location that she visited. Once we receive that information, we will begin our resolution process. Regards, Robin Searl Customer Service and Administration Manager.

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