Pep Boys - Western Division Office ratings, reviews and complaints - Automobile Parts and Supplies Retail

Complaints and Resolutions

Total Amount in Dispute:
$88,743.00

Total Amount Settled:
$1,550.00

Complaint Experience

86%

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

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Complaint Closing Statistics

63 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
43	Agreed to make an adjustment
3	Refusing to make an adjustment
13	Refuse to adjust, relying on terms of agreement
0	Unanswered

View summaries of the complaint descriptions and responses.

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Other Information

Company Info

Pep Boys has the largest selection of quality auto parts, tires and accessories and offers full-service auto repairs and maintenance by expert ASE certified technicians. In addition, you can buy online and schedule service anytime.

Primary Contact:	Robin Searl (Customer Experience Supervisor)
Business Started:	1/1/1926
Social:

About Pep Boys - Western Division Office

In 2012, Pep Boys created a new service and retail customer experience, which it refers to as "The Road Ahead." Similar to the experience found at some high-end car dealerships, new Pep Boys stores feature customer lounges with amenities such as complimentary Wi-Fi and flat screen TVs near its full-service maintenance and repair shops, as well as the most diverse retail product assortment in the automotive aftermarket. With almost 20,000 friendly and knowledgeable associates living the legacy of Manny, Moe & Jack, Pep Boys' vision is to be the best place to shop and care for your car.

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Licensing

We know of no licensing or registration requirement for companies engaged in this company's stated type of business.

Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

We have no further comment about this company's business practices or analysis of its offer that may assist you in your consideration of this company.

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

Industry Resources

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Additional Info

DBAs:

Pepboys.com

The Pep Boys

The Pep Boys-Manny, Moe & Jack

PEPBOYS

Websites:
There are no additional web sites.

Contacts: