Pep Boys

On January 30 at approximately 11:29 AM I booked an appointment at Pep Boys to have my front brakes repaired and to get an oil change. The appointment was confirmed and I had the confirmation texted to me.
The appointment was set and confirmed in writing for the following day, Friday, January 31 at 8:00 AM.

The last day for the coupons I have was for January 31, 2025. I arrived early and waited outside. At 8:00 AM they opened and I went in and spoke to the person at the counter, Alexander Lopez. The first thing he said was that you must have made your appointment after 6:00 PM because it's not confirmed.

I then pulled out my written copy of the confirmation, including the confirmation number, and I explained to him than I did not make the appointment after 6:00 PM but that I had made the appointment before noon the previous day. Alexander Lopez then explained to me that there were several people with an 8am appointment, and that they had only one technician? Great. That's how this interaction began.
I pulled out my printed copies of the ads and to show Alexander Lopez and I explained that I wanted the Premium brakes service advertised for $258 per axle with coupon.
I then pulled out my printed copy of the other ad and I clearly stated that I also wanted the Pennzoil Platinum full synthetic oil service, $70 w/coupon, and I stated I also had a coupon for that.

Alexander Lopez said to put them away for now and that I would need to show all that when they were done and it was time to pay.
Alexander Lopez then kind of showed me his monitor screen (I had to lean over the counter to try and see it) and displayed a potential charge of a little over $700. I said, wait a minute, what is this?
I asked how could $258 for the brakes plus the $70 cost of an oil change total over $700? Alexander then began to try and explain to me that the cost "per axle," stated opn the advertisement, is the cost "per wheel." He then said that the front is two axles and rear is two axles. I asked him again, how many axles are there on a passenger vehicle or any other standard size pick up truck?
Alexander Lopez then said that his manager Carlos Romero, told him that each wheel is one axle.

I said, "are you telling me that you're saying there are four axles on my standard Ford F150 two-wheel drive pick-up truck? He then very clearly repeated "yes, that's what I've been told." I told him that's utter nonsense.
In front of many customers Alexander Lopez continued to reiterate that the "per axle" listed on the ad refers to "per wheel." I repeated to Alexander Lopez that that is absolutely not the case. Pep Boys doesn't determine how many axles you have, the DMV actually lists how many axles you have on your registration. I stated that I had never heard of anyone trying to suggest that each wheel on a vehicle is an axle, which would total four (4) axles per a standard size passenger vehicle that isnt towing a trailer.

Alexander Lopez, in front of customers, repeated over and over again (I counted 8 times) that "the stated per axle charge is actually per wheel." That would double the price. I believe thats fraud.
My truck had quickly been pulled into the service bay and they were already working on it. At the time the service had begun I was not presented with anything in writing and no written description of the services or charges, other than the initial monitors screen that Alexander Lopez let me view for a few seconds.
At that point, since work had begun, I allowed the work to continue since I did not have any written copy of the charges and I was told that the coupons and discounts would be tabulated at the end. I believed that when they were finished I would get an accurate invoice and a total cost that would reflect what I asked for and authorized: 1) the Premium from brakes only service that I asked for, $258 per axle w/coupon as advertised, and 2) the Pennzoil Platinum full synthetic oil change, $70 w/coupon.
The ads that prompted me to make this appointment advertised this:
- Premium front brakes service, with coupon, totaling $258 w/coupon
- High Mileage Full Synthetic Oil Change $70 w/coupon
This should have totaled approx.

$350 w/tax. I was charged $618.33
The unsettling discussion I had with Alexander Lopez, in front of 4 to 5 customers, seemed ludicrous, about how many axles there are on a vehicle. He was trying to convince me that all passenger vehicles have four axles.
While they were performing this service on my vehicle, I walked outside and called another Pep Boys, in Indio, Pep Boys Indio - 760227**** at 1:50 pm 1/31/25 and I asked the manager, Benjamin Hodges, about the coupon stating a price "per axle. I asked him how many axles on a standard 2-wheel drive Ford F-150.

He quickly responded, "there are two axles on your truck, one in the front and one in the rear." Of course,... because I'm not crazy.
I dont believe this was an accidental statement. Alexander persisted in repeating this loudly, so all customers could hear. I believe that he was determined to ignore the advertisement, and charge whatever he wanted to.

I believe this to be fraudulent, allowing the ads to lure people into the store with what seem to be great ads and great deals, then to explain the ad away and charge almost double. I have to wonder how long Alexander Lopez has been telling people, as he told me, that Pep Boys considers each wheel to be an axle, and how many people have already paid way more than they should have, and don't even know it.
Regardless of the shenanigans employed by Alexander Lopez and his Manager, Carlos Romero, to create an invoice totaling $618.33, I should only be charged the $258 for the brake job and $70 for the oil change, plus tax.
The fact that it almost doubled the cost of my repair, I believe this to be purposeful and fraudulent.
Alexander Lopez told me three times that this is what "Carlos Romero" his manager told him.

Alexander Lopez and Pep Boys are attempting to take advantage of its customers and misleading the public with this kind of nonsense, and double charging as a result.
I filed a formal complaint with the FTC (Report number: 18324****). I'm preparing to file a small claims civil suit for the actual damages as well as for punitive damages for fraud, as we speak.

Dear Pep Boys Team,
My name is Svitlana Nikolauchyk. I recently had my rental vehicle serviced at your 6110 Sepulveda Blvd, Van Nuys, CA 91411 on 10.11.25.
I am requesting a formal document or report regarding the damage to the vehicle frame under the tire that was not repaired upon my request. The frame later showed significant issues, as confirmed during your subsequent inspection, which noted a crack or defect in the frame.
Please provide a written statement or official documentation confirming the nature of the frame damage, the inspection results, and any notes made by your technicians regarding this issue.
This documentation is important for my insurance and legal records. I would appreciate receiving it at your earliest convenience.
Thank you for your attention to this matter.
Sincerely,
Svitlana Nikolauchyk
Email: svetlananikolauchyk.sn@***.com
Phone: 781470****

It was a Sunday morning and my right front tire was flat so I called a tow truck which I had to pay for due to the fact my roadside assistance wasn't yet active for some odd reason even tho the day before I had paid 119$ to renew it so 75$ for tow to pep boys because it seemed to be the only tire place open .And when I showed up I had explained to the head mechanic or tire guy that ide pay 300$ if he would change out all 4 tires and he said to me we're not some mom n pops co. We don't negotiate and told me 697$ for all 4 to be changed out and my one flat that needed fixing was 197$ nothing less he said that's all that he can do .

So I reluctantly paid . Then just a few min later I noticed a clinking sound coming from my highest ever flat tire I paid for was screwed up the inner metal hub was falling off ,poorly put back on as well as loose luggage nuts . So i was concerned I wasn't near the pep boys where job was done so I went to a different one only to be told I couldn't be helped and needed to name an appointment they didn't even want to hear my problem which could be very dangerous as well .

So hear I am and with no help from pepboys driving on what seems to be a loosely put back tire and no middle hub cuz it fell off and a strange feeling when I turn like the tire is loose I hope it falls off and get into a wreck to sew you guys for such a absolutely asinine job and horrible employees . With no conscious bearing mentality.

Brought my vehicle in for four new tires. I made an appointment and showed up at 9am.

I waited for the vehicle and it was completed per the receipt at 12:20am. I would have just dropped off the vehicle if I knew ahead of time that it was going to take almost 3 1/2 hours to put on four new tires. When I got home, I noticed the tire load index was incorrect. My vehicle requires a 91 and the shop installed ones with an 87.

I called the national Pep Boys customer service number and they apologized for the error. A district manager approved having any Pep Boys inspect and correct the issue. While I appreciate this, the only other store is over 100 miles away from my home. The second issue is that the store could not order the tires I wanted.

This was part of a warranty claim by Michelin (wonderful customer service) and so I limited to tires produced by Michelin. While Michelin will back their products they aren't going to pay for tires from a competitor. I checked around and other tire shops and even Wal Mart could get the Michelin tires I was looking for.

I find it strange when a company can't order items other companies can get. I have an appointment with a competitor to put on the correct tires and I will return the tires to the Pep Boys.

My recent visit to Pep Boys Woodinville left me deeply disappointed due to poor customer service and questionable business practices. On 07/26, I brought my vehicle in for a flat tire checka service I understood to be free since I purchased my tires here.

Instead, they performed unauthorized work (a TPMS reset), never informed me, and charged me $25 for it. When I questioned the charge, the front desk person laughed it off and dismissively said it's just $25, refusing to acknowledge that it's about customer consent, not the dollar amount. I had no issues with my TPMS before, nor did my dealership find any during a check the day before.

The staff appeared to be searching for ways to charge me unnecessarily, and the entire interaction felt like a breach of trust. I've relied on this location for years, but after being dismissed so rudely and charged without authorization, I will take my business elsewhere and escalate this charge dispute to both my credit card and corporate.

Service manager: Wendall Barned

Invoice: Darren R

Mechanic: Jaden B.

Store: 6453

Service Work Order: 203****

To Whom It May Concern:

I am writing to formally place your organization on notice regarding a highly troubling incident that occurred at your East Brunswick, New Jersey location on May 31, 2025, involving my Tesla Model Y. The conduct of your employees raises serious questions regarding the quality, ethics, and legality of the service practices at your facility.

On the aforementioned date, I presented my vehicle at your East Brunswick location due to a noticeable air leak in the rear passenger-side tire.

Approximately two hours after leaving the vehicle in your custody, I was contacted by a technician identifying himself as "Oz." He informed me that the tire had a sidewall leak that was "not repairable" and insisted that both rear tires required replacement. He further asserted that failing to replace both tires could cause damage to the vehiclean assertion that has since been proven to be entirely false.

Based on this representation, I declined to authorize any service and instead contacted Tesla. I was informed that Tesla mobile technicians do not perform tire repairs, which necessitated my driving approximately 40 minutes to the Princeton Tesla Service Center. There, a certified Tesla technician identified a small screw embedded in the center tread of the tireprecisely the kind of repairable issue your technician should have identified.

The technician removed the screw, patched the tire, and confirmed that the tire was entirely serviceable and that replacing both tires was neither necessary nor recommended.

Following this, I contacted your East Brunswick location and spoke with an individual who identified himself as the manager. Rather than offer any apology or remedy, this individual was rude, dismissive, and failed to acknowledge the improper conduct of your technician or the substantial inconvenience I experienced.

As a direct result of your technicians false diagnosis and misrepresentation, I incurred the following: Two hours spent at your East Brunswick location, 40 minutes driving to Princeton, 1.5 hours at the Tesla service center, and 40 minutes returning home.

This situation constitutes, at a minimum, gross negligence and misrepresentation. It may also amount to a deceptive business practice under both federal and New Jersey consumer protection laws. Your employee attempted to upsell me on an unnecessary $700 repair using knowingly false information, and your managerial staff failed to act responsibly when presented with the facts.

Accordingly, I demand the following:1.

A formal written apology from Pep Boys acknowledging the improper conduct and the failure to provide accurate and professional service.2. Reasonable compensation for the time, inconvenience, and costs incurred as a result of your staffs actions.

Please be advised that if I do not receive a satisfactory resolution within ten (10) business days of the date of this letter, I will proceed to file formal complaints with the Federal Trade Commission (FTC), the New Jersey Division of Consumer Affairs, and pursue all available legal remedies under applicable consumer protection statutes.

I strongly advise your team to treat this matter with the seriousness it warrants.

Sincerely,

Chirag Shah

Pep Boys:
Attention Rhonda Grant:
On February 3rd, 2024 my daughter Kayley Lawrence attempted to change the oil in my 2012 Jeep Wrangler at her place of residence as she has done multiple times previously. While attempting to remove the oil cap, it broke off into the housing.

She knew immediately that this would require repairs by a professional mechanic. The Jeep was then towed to Pep Boys in order to accomplish the necessary repairs. The Jeep was not driven between the time Kayley began the oil change and the time it arrived by professional tow truck to Pep Boys.
Our written work order/final receipt says in the instructions (In bold capital letters) for the employees NOT to drive the Jeep, as the vehicle must be pushed due to the lack of oil. Prior to the oil change and the repairs completed by Pep Boys, the Jeep was mechanically sound.

The absolute sole purpose for the Jeep being in Pep Boys possession was to repair the oil cap and housing. NO other mechanical issues were noted or discussed.
Pep Boys contacted Kayley on February 7th and informed her that the repairs were completed and the Jeep had been test driven and was ready to be picked up. I paid Pep Boys $1197.00 for the repairs and expected the Jeep to be in full working order. When Kayley arrived to pick up the Jeep, it would not start at all.

At this point, a Pep Boys representative informed Kayley that they arent mechanics and dont do actual repairs so she would have to have the Jeep towed elsewhere and have someone more qualified determine the issue. I would like to point out to you that the wording on the receipt we received literally uses the word repairs and the job title of the person completing said repairs is listed as mechanic. In your conversation with Kayley, you yourself used the terms repairs and mechanic. Therefore, either the statement made to Kayley was completely dishonest or my receipt is potentially fraudulent.

Referring to an employee using the job title of mechanic seems inherently misleading if said employee is not in fact a mechanic.
At this time, the Jeep was towed to DELCARS Chrysler/Dodge/JEEP Dealership. We have since received an estimate from this dealership. According to Kenny Williams, the motor is seized and the cost of replacement is $14,000.00. Your adjuster made the claim that the Jeep supposedly started but ran rough.

Our statement from Mr Williams, of which you have been provided a copy, clearly states this is not possible since the Jeep motor is completely locked up and could not possibly have been started.
You have stated on two separate occasions that the Jeep motor somehow simply gave out after being repaired by a Pep Boys mechanic then being test driven and determined to be fully repaired, drivable and ready to be picked up. Does this not strike you as unusual? Somehow your employee was able to successfully test drive the car without noting any unusual noises or mechanical problems, yet the same vehicle would not even turn over just a few short hours later? Surely you can understand why this seems unlikely at best.
At this time we have unfortunately been in a position where we have had no choice but to invest a quite substantial amount of money to retrieve a vehicle that was functioning properly before being brought to your company for what should have been a rather unremarkable repair.

Kayley turned the Jeep over to your company on February 3rd, and should have received her vehicle in good repair a short four days later. As you know, thats not the case. As of today she has been without a vehicle for
27 days and we believe it will likely be several weeks before the vehicle is repaired correctly.
As of today we have incurred the following expenses:
**Repair cost to Pep Boys for an incomplete repair: $1197.00
**Rental car: $900.00
**Cost to transport my car to Kayley in order to mitigate expenses: $502.00
**Travel cost to retrieve the Jeep: $802.00
To date this totals $3401.00. After the Jeep is repaired we will need to transport the Jeep to Kayley and return in my car.

This will add approximately $600.00 additional expense. The estimate for the Jeep repair is $14,000 thus bringing our total accumulated expense to an expected $18,001.00.
At this time we are willing to accept a payment of $7500.00 as a settlement to avoid the added time and expense of going to court.

This amount is less than half of our total expected investment, and less then a third if you consider the amount already paid to your company for a repair that is now of no value to us.
If this is not a satisfactory solution for your company then I fully intend to pursue the entire amount in court in addition to any further legal fees and travel expenses. If you find this offer to be fair and acceptable we will expect written acknowledgment of a binding agreement within three days and a check in the amount of $7500.00 to be provided within seven days.
Thank you for your time and consideration of our offer, and again Id like to remind you that the Jeep belongs to me, and no decision made between your company and anyone else will be acknowledged.

This review is for the following Pep Boys location: 598 NJ-38, Maple Shade, NJ 08052. I went to get an alignment and to replace two rear bald tires.

The alignment was not completed (picture of readout attached). Instead of two rear tires, the technician replaced one rear and one front tire. Thereafter, the front desk called to inform that two other tires should be replaced as one of them was nearly bald (which was a rear tire) and the tires had a different pattern.

To top it off, the technician recommended replacing rear drum brake pads that still have 75-80% of material on them. Of course, Pep Boys' 'fine team' admits to no wrongdoing and charged every penny for their 'exceptional services'.