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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:
$81,235.00

Total Amount Settled:
$171.00

Complaint Experience

82%

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

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

Complaints	Type of response
3	Making a full refund, as the consumer requested
1	Making a partial refund
20	Agreed to make an adjustment
0	Refusing to make an adjustment
14	Refuse to adjust, relying on terms of agreement
0	Unanswered

38 complaints against Pep Boys - Western Division Office

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5/11/2026

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $949.77 Amount Settled: $0.00

Customer Complaint

4/1/2026

I took my car to Pep Boys for diagnostic and I was told I needed an alternator. They called and gave me that price and they put the part on my car told me it was ready I drove it home I was guaranteed it was fix. The next day the car quit on me I was able to get it back to them. Now my car is still there and It cannot be driven because they said something else is wrong with it. They will not refund my money and I am still having the same issue but worse. Thi happened from March 21st until March 27. And my car is still there Order # 2138926 Resolution Sought Repair my car and give me a refund and for mental stress. I am 65 and I have to pay someone to take me to my appointments

Company Response

4/29/2026

Dear Sir/Madam. We are in receipt of the complaint sent to your office by Ms. Coleman. We apologize for any inconvenience Ms. Coleman may have experienced at our facility. Ms. Coleman brought her vehicle to us with a bad alternator on it, she has a slew of other problems as well (broken manifold runners and 2 wheel speed sensors on the front are broken as well also a regen is needed on the vehicle causing all the lights) when we got it in we found the alternator was not charging, we put a new alternator in it and test drove it several times after seemed to be working fully operation when it left but let her know she has other problems causing the lights to be on but the alternator was back charging. Well a day later she brings us the vehicle back and the alternator isn't charging again so we warranty it out and put another alternator on it. That 2nd alternator made it about 45 minutes, and the voltage regulator got burnt on it again. We stuck a 3rd alternator in the car and upon further testing found that the customer has a voltage regulation issue from the PCM signal coming out of the c2 connector pin 51 going to the voltage regulator. The PCM has an internal fault in it causing it to continue to keep burning out the alternator. As well as a rodent has been under the dash chewing the wiring on this circuit. I've explained this to the customer on 2 different occasions on the phone. We are not capable of installing and reprogramming a PCM at this facility and have referred the customer to the dealer without driving the vehicle as to not damage the 3rd alternator we put in as we wouldn't be warrantying it again as she has another problem causing it to burn out the regulators on the alternators we are putting in. Customer doesn't think this is fair to them but we as a shop had no way of knowing that it was going to be a two-part problem when installing the alternator. Customer declined assistance further from pep boys and again will refer customer to dealership. Vehicle is ready for pickup and has been for a few weeks. Ms. Coleman was recently contacted and advised that the vehicle needs to be picked up, and with that we offered to tow the vehicle to the dealership or her home. Ms. Coleman said she would let us know. We again apologize as well as thank Ms. Coleman for allowing us the opportunity to address her concerns. Regards, Robin Searl Customer Service and Administration Manager

2/22/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,450.00 Amount Settled: $0.00

Customer Complaint

1/21/2026

Pep Boys did not resolve my truck issue, over charged me, their communication was narrow, they played a guessing game on the diagnose and by parts changing never sure what is the problem. My truck stayed there for an additional two weeks with no communication no resolution so I decided to have it towed somewhere else, but it cost me $1450.00 and still incomplete & a warranty I had to pay for ( parts & labor) and a miscellaneous charge for some shop fee Resolution Sought Return me 50 of my payment, master technician have no business guessing or being a parts changer and charging the customer their lack of knowledge in that profession

Company Response

2/9/2026

Dear Sir/Madam. We are in receipt of the complaint sent to your office by Mr. Sims. We apologize for any inconvenience Mr. Sims may have experienced at our facility. Mr. Sims was advised what needed to find the issue and he approved each repair. Mr. Sims also advised that he had to replace a part that we installed. To provide a refund for that part, we will need the receipt from the shop who changed out the part. We again apologize as well as thank Mr. Sims for allowing us the opportunity to address his concerns. Regards, Robin Searl Customer Service and Administration Manager

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