Pep Boys Corporate Headquarters

One of their shops installed a clutch so bad it ended up frying my transmission. Old hardware was used, hardware missing, pilot bearing destroyed and left in place, hose crimped between the engine and transmission, alignment dowel not installed, etc. They denied the claim, even though there is photographic evidence of the bad installation. I have been trying to speak to someone at their corporate HQ for nearly two weeks and all I get is "someone will contact you within 24 hours" but no one ever does. Their corporate claims rep was extremely condescending, rude and unprofessional. I put in a call back request in to her supervisor and have been ignored. Put a call back request in to the regional manager, again ignored, several call back requests to their corporate HQ for someone in "leadership" to call me, also ignored. For a company that was founded by Navy veterans in 1921, it's pretty crappy customer service to ignore a 19 year retired Army vet at every turn. Worst company / customer service ever. Avoid all Pep Boys stores at all costs. I now have a nearly $10k bill to replace the transmission in my car because of this company and they refuse to even speak to me at this point. The photos provided were taken by a Ford tech after having given Pep Boys two chances to fix their installation mistake. These photos were taken as the Ford tech was going through diagnosis, but Pep Boys denial letter stated that they "found no negligence" on the part of their employees or shop. Absolutely unreal.

Dec 12, 2024 · Joshua Price

I was told I was going to have work done under warranty if my spark plugs and coils were bad when they initially looked into my car when I dropped it off. I told them that the car was misfiring cylinders. The person told me they would look at it and if it was indeed the coils and spark plugs they would fix it for free and have it ready by 5:00 when I dropped it off the day prior. After nobody reaching out to me and me having to call them several times they did nothing besides tell me at clothes when I reached out to them before they locked up that it was basically what I told them. When I asked them why they did not do the work because it was under warranty they all the sudden changed their tune because they forgot that it was under warranty and decided let's do some deep diving even though I was supposed to have my car back that day. 3 days later they went back on what they told me and said they weren't going to honor the warranty. Then I reached out to the corporate office The corporate office runs as well as their actual shops. Shady, no ownership on issues at the shop does, and just the runaround just like everybody else says. I had spark plugs and coils done 9 months ago. They checked my engines and everything was perfect. Now the spark plugs and coils are fouled and they are supposedly under warranty. But instead of honoring the warranty they wanted to do some deep diving and after 3 days of my car in the shop They concluded that they don't have to honor the warranty because of low pressure causing the misfires. They don't want to look into the fact that if they install the coils and spark plugs in correctly that over the period of 9 months it could indeed cause the low pressure. So basically everything is worse since I have taken it in there and they won't even honor the warranty or give me a refund. And then after reaching out to the corporate office I had to reach out several more times to get them to reach back out to me. Just for them just to tell me that they're not going to do anything because the shop said that's what they found. Of course they're not going to look into the fact that the technicians all across the board in their whole company including this shop are inconsistent and could possibly make mistakes. Absolutely terrible company wish I never went there but you know how hindsight works. Do not, I repeat do not go to Pep Boys. Unless you want to just waste money and then have your car be worse than it was initially. Read all the reviews on this page and it is very consistent with one thing. How terrible this company is.

Mar 12, 2025 · Brad Aragona

If I could give less than one star, I absolutely would. My entire experience with Pep Boys — starting at the Mableton location and ending with the Austell shop — has been nothing but a complete headache. What began as a simple oil change turned into a frustrating, drawn-out ordeal. The staff has been consistently unprofessional, giving conflicting information and showing a complete lack of customer care. After confirming with them that I would be there to pick up my car by 7 PM — and being told they close exactly at 7 — I made sure to arrive no later than 6:57 PM. I even took photos to document the time. Not a single employee was in sight. Doors locked. Lights on. Open sign on. Completely abandoned. To make matters worse, after spending nearly $2,000 on service, I still have a warning light on my dashboard. That’s completely unacceptable. Honestly, it’s not even surprising at this point. When I first went to the Mableton location, I had a bad feeling about how things were run — and sure enough, that shop has since gone out of business. Now, the Austell location is barely functioning with only one person working there. I will never return to Pep Boys. The entire experience has been a waste of time, money, and patience.

Apr 19, 2025 · Blair Holliday

Mansfield/Ontario Ohio Scam I took my Subaru Forester there for new tires and a battery last Saturday. I was quoted a little over $1000 on the phone for both but when I got there, Anthony told me that price was only for the tires. I should not have ignored this red flag, but I did and I allowed them to take the car to put tires on it and they told me it would be done in about an hour. After an hour and a half I received a phone call saying that they just started working on my car and that four of the lug nuts were cross threaded, and they wanted hundreds of dollars to fix the studs. The last people that serviced my car was the Subaru dealership and I’ve never had any issues there before, so I was fairly confident that Subaru had not crossed threaded. I went back to Pep Boys and to stop the service on my car and I told them I was no longer interested in the new tires. I’ve had family members have issues with services at Pep Boys, but never tires. I was worried that they were now doing the same thing they had done to my Family member. My family member previously took a vehicle to Pep Boys for service and was told their turbo was cracked and it would be thousands of dollars to fix, but when they took it to another mechanic, there was nothing wrong with the turbo. I also had another family member that took the car there for service and Pep Boys said there was several things wrong with it and my family member ended up paying hundreds of dollars and later found out that the parts Pep Boys replaced were not the parts that needed repair. But like I said, I’ve never had any issues getting tires, but I realize now that Pep Boys scams people. After the technician, Anthony, put the wheels back on my car I asked him to confirm exactly how many lug nuts were cross threaded, and on which wheel. He said there were two cross threaded on the drivers front and one cross threaded on each rear. I took my car to Buttons today, they’re great by the way, and he was found that I now have seven cross threaded lug nuts. I believe Pep Boys cross threaded the first four lug nuts to get additional hundreds of dollars on my service. However, I do have proof that they cross threaded at least three additional. I have the technician, Anthony, from Pep Boys in Mansfield Ohio on camera saying only four were cross threaded so he crossed right at minimum and additional three.

Jan 17, 2025 · Samantha Slusser

***Updating my review: While I still can't give 5 stars, I appreciate that Robin from corporate headquarters FINALLY reached out, took full responsibility for the company's oversight, and issued my long-overdue refund. She owned the multiple mistakes that occurred and is using them as a learning opportunity to prevent similar issues for other customers. I respect that level of accountability, which is why I'm increasing my rating to 4 stars—not all companies would handle it this way. I hope my experience helps drive better customer service at Pep Boys. Original Review WORST company I’ve ever dealt with in my 49 years! I purchased tires online and had them delivered to my local Pep Boys. Unfortunately, I mistakenly ordered the wrong size, so I immediately returned them. My local Pep Boys told me they would keep the tires, but I needed to call the main Pep Boys number to get a refund. I did exactly that as soon as I left the store, and they assured me I would be refunded. It has now been TWO MONTHS since I purchased those tires, and I still have not received my refund. I’ve called at least six or seven times, and every time, I’m told the same nonsense: > My case has been "escalated" > They’ve assigned a case number > Someone will call me back (spoiler: no one ever does) They repeatedly transfer me to the so-called regional director—the only person who can supposedly handle my refund—but it always goes straight to voicemail. I leave messages, and still, no one calls me back. This "regional director" is clearly beyond incompetent and should be immediately fired. The lack of professionalism, accountability, and basic customer service at Pep Boys is staggering. I am now paying interest on tires I don’t even have because Pep Boys has failed to issue the refund I was promised. I’ve had to file a discrepancy with my credit card company, and my next step will be contacting a lawyer to seek compensation for the stress and financial burden this has caused me. Pep Boys, this is absolutely unacceptable. FIX THIS NOW.

Feb 09, 2025 · Michelle