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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:
$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

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

63 complaints against Pep Boys - Western Division Office

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4/11/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,000.00 Amount Settled: $0.00

Customer Complaint

3/14/2024

I brought a 2012 impala to 1025 Niagara Falls, Amherst pep boys on Friday March 7, to have a brake booster place on, the tech their Lucas did the repair but upon completion place a part is upside-down and trying to fix his mistake broke an important piece, it has been 3 days and the car is still their, Michael the manager at the location doesn't seem to be taking care of the situation, I need to be compensated for my time and energy and the lack of caring on the staff. Resolution Sought To be compensated for my time and energy and for the manager to at least apologize.

Company Response

4/1/2024

Dear Sir/Madam, We are in receipt of the complaint sent to your office by Mr. Johns. We apologize for any inconvenience Mr. Johns may have experienced at our facility. Mr. Johns returned, and the part was replaced. We again apologize for the delay. Regards, Robin Searl Customer Service Supervisor

4/11/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $3,100.00 Amount Settled: $0.00

Customer Complaint

3/12/2024

Last I replaced my struts and shocks. Their parts busted sometime round December and they said they were faulty parts and they replaced them but charged me almost 300$ for the labor on a warranty! Fine I paid it! Now here we are March once again their parts faulty and busted and they will not honor the warranty I'm just out 3400 when you add the extra labor charge on their pro and warranty! I was not over the year not over the 12,000 miles from when parts put on in December!! I also spent over 1000 additional dollars with them on tires and they took picture and didn't even fix something that is in my tire when once again I have the warranty!! They said they only honor it once? ! So I'm just out of all this money and my truck is shot. They are trash mechanics and trash business they also had their manager that is someone up in the company son they allowed him to cuss me out telling me to "get the fuck out the store" so anyhow they are a total rip off . Resolution Sought Do the right thing! I paid for their parts and work and service and Warranty on their parts and work!!!! Fix my truck I paid you!!!!

Company Response

4/1/2024

Dear Sir/Madam, We are in receipt of the complaint sent to your office by Mr. Leatherwood. We apologize for any inconvenience Mr. Leatherwood may have experienced. We replaced this part when it was out of warranty the first time, charging only labor. Chris stated that the part has a limited warranty, and the parts house would not replace it under warranty. I informed the customer of this on Friday last week. His wife and him cursed and threatened the staff, but we still tried to help. We again apologize as well as thank Mr. Leatherwood for allowing us the opportunity to address his concerns. Regards, Robin Searl Customer Service Supervisor

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