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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:
$73,827.00

Total Amount Settled:
$1,582.00

Complaint Experience

88%

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

52 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
31	Agreed to make an adjustment
0	Refusing to make an adjustment
15	Refuse to adjust, relying on terms of agreement
0	Unanswered

52 complaints against Pep Boys - Western Division Office

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12/30/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $350.00 Amount Settled: $0.00

Customer Complaint

12/4/2024

I went there to get an inspection, they told me I needed tires(2). I agreed, this was taking longer then normal so when I asked ,"it's just about done". After and hour and a half of that, they told me my keys were gone. Lost and they couldn't find them! I talked to corporate and the manager the next day and we agreed to get credited my services for the next visit. Surprisingly a few months later, they had no record of any of that. The employee and manager no longer worked there. Called them again today, no record… hmmm. Fast forward and my son needs tires, he was told on Friday they would order the tires he needs from another store and they'd install them on 12/2. He called them today and was told there is no way that was happening since they don't even have a driver today or over the weekend? What kind of business is this? He needed to get back to school but waited on the promise he was given over the weekend. Resolution Sought I would like the credit for my services.

Company Response

12/17/2024

We are in receipt of the complaint sent to your office by Ms. LaGambina. We apologize for any inconvenience Ms. LaGambina may have experienced at our facility. Unfortunately, we could not find any evidence to support Ms. LaGambina's claims. We again apologize as well as thank Ms. LaGambina for allowing us the opportunity to address her concerns. Regards, Robin Searl Customer Service Supervisor

Customer Rebuttal

12/17/2024

This was my fault for not getting it in writing. I only have a phone message from the manager the next day. I can send it to you if I can add attachment. I wouldn’t expect anyone to remember any of this. By the way, my son received a text a few days ago telling him his tires were ready! They were supposed to be there November 30th.

12/30/2024

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

Customer Complaint

10/28/2024

I went in complaining of noise coming from the wheel. After inspection of the car, I was informed that it was the tie rod and struts. They gave me a figure of 1800.00 dollars. I stated that the price was very high and I asked how long would it take. I stated that if that is the problem, then fix it. This took place in Tuesday October 22nd. They said it would be ready within 6 hours. Didn't happen. Kept getting excuses everyday when I called wasn't ready. First they received the wrong tie rod. Then the next day the. Struts they put on was defective. They kept saying they were going to call me and they never did. I had to keep calling them. Friday they said everything was done but the noise is still there. I suggested for them to check the tire and rotate them. Upon doing that they saw that saw that something was against the caliber. So they really did work that wasn't even the problem. They still charged me 2600.00 for mistakes they made. I want some of my money back. Why should I have to pay for mistakes they maid. All of them was lying. Resolution Sought I want some of my money reimbursed.

Company Response

12/17/2024

We are in receipt of the complaint sent to your office by Ms. Young. We apologize for any inconvenience Ms. Young may have experienced at our facility and to your office for the delay in our response. There's no further information to add from the original denial. It was simply a misunderstanding of what the vehicle came in for and what work had been done by the new ASM. Everything that was approved was needed and correct. During reassembly, the tech accidentally bent a piece and when he took it on a test drive, he heard a new noise completely different from the noise the customer came in for. So, when the ASM asked for an update, the tech simply replied there's a noise. Which the ASM assumed was still the original noise. The tech took the tire off and repositioned the brake component that was scratching the rotor and the new noise was resolved. Although the ASM should have got the information he was relaying correct the first time. Everything was explained to the customer, and she is requesting a refund for him misspeaking, which does not warrant a rwfund. We again apologize as well as thank Ms. Young for allowing us the opportunity to address her concerns. Regards, Robin Searl Customer Service Supervisor

Customer Rebuttal

12/17/2024

Of course they are going to clean it up. I still feel like they misdiagnosed the problem and they never told me the technician bent anything. One technician told me the truth and the other two are straight liars.they had my car from Monday to Friday. If should not have taken that long to fix the problem if they knew they bent anything. Now you tell how long the job should have taken for what they had to do not five whole days especially if they knew what the problem was. I had struts and tie rods replaced. It definitely don’t take 5 days to do that. I will never deal with pep boys again and I have nothing good to say about them. They think women don’t know about cars. They beat me out of my money .

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