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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:
$80,714.00

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

57 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
35	Agreed to make an adjustment
1	Refusing to make an adjustment
15	Refuse to adjust, relying on terms of agreement
0	Unanswered

57 complaints against Pep Boys - Western Division Office

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11/7/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,782.00 Amount Settled: $0.00

Customer Complaint

9/16/2024

Bad mechanic they messed up my a/c compressor the manager was very rude and nasty. Cutler Bay FL Location. Resolution Sought I want my refund back.

Company Response

10/28/2024

We are in receipt of the complaint sent to your office by Ms. Dumas. We apologize for any inconvenience Ms. Dumas may have experienced at our facility. Ms. Dumas did have a compressor installed at our facility one year and 5 months ago. The compressor is under warranty but not the labor. We again apologize as well as thank Ms. Dumas for allowing us the opportunity to address her concerns.

11/10/2024

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $32.00 Amount Settled: $32.00

Customer Complaint

9/10/2024

We went to get a tire repair. We arrived and they told us an hour. That was fine. They messaged my husband and told him they could not patch and the tire we needed was $322 for one. This was twice as much as other places so we just asked to have the spare put back on. When he left they tried to keep our original tire and told us it was in the truck. He had to verify and found out they lied. We then were charged for a repair. I called the manager and explained everything and he asked I come back out. We already we wasted most of the day and I simply asked him what we should have been charged and he said it was free. I asked for a refund and he hung up. I tried several times calling back and no one answered. Resolution Sought I would like a refund and compensation for the poor treatment and time wasted. We were charged for services that were not received.

Company Response

10/28/2024

We are in receipt of the complaint sent to your office by Ms. Anderson. We apologize for any inconvenience Ms. Anderson may have experienced at our facility. Ms. Anderson was contacted and refunded $32.00. We again apologize as well as thank Ms. Anderson for allowing us the opportunity to address her concerns.

Customer Rebuttal

10/28/2024

This was after a second trip and time wasted. This still doesn’t resolve the issue of wasted time and being charged for services not rendered. I was also hassled because I didn’t have the original card used for the transaction.

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