On November 30, 2008, Pep Boys Auto cut the pay rate for service writers and assistant service managers by $5.00/hour and instituted a commission schedule for them to make up the pay cut of $200.00/weekly.

The commissions are 2.5% for parts and labor on a service work order that is rang through the register, 2% on tire sales except for Cornell 1000 tires which is 1% on the amount rang through the register.

Any discounts on the sale reduct the commissions paid.

There is a way Pep Boys can reduce the commissions paid based on the Net Service Producer score (NSP).

There is a web site that customer can go to to rate their experience at pep boys, and they take the results to calculate the NSP score. The negative scores (a 6 or lower) are subtracted from positive scores (9 or 10) and the result score is divided by all responses to get a % an if under 50% the commissions are reduced to 1.5% for parts and labor, 1% for tires and 0.5% for Cornell 1000 tires.

They say the difference is banked and if the NSP score is above the 50% by the end of the quarter the bank is paid to the worker.

Corporate blames the service workers for the decline in revenues. Never mind the country is in a recession; the workers are lazy or inept and can't sell to customers.

Corporate has instituted more paper work & says that the service workers don't fill it out right or completely and that's the reason for falling revenues.

Reminds me of the saying about re-arranging the deck chairs on the TITANIC. Useless make work for the under paid service workers.

To make a long long story short as possible. I had an issue with my brakes so I had my car "diagnosed" at PEPBOYS (took over a week) whom originally quoted me a ridiculous amount of work totaling to over $700.00 PEPBOYS told me I needed back struts, new front brakes, pads, roders a master cylinder and a tie rod etc... I asked what was absolutely necessary and PEPOYS told me the front brakes, pads, roders, tire rod and master cylinder. Like a fool I had all that work done. As soon as I picked up my car and drove pff the lot I found myself in a terrifying situation where my brakes did not work at all, they completely hit the floor.
I immediately brought back my car. This situation happened over four times where my brakes went out and I had to have my car towed back to PEPBOYS by this time I was irate. I called the corporate office which is when the plot thickens. The district manger, Aaron Hackett, who was very sweet and apologetic at the time told me to bring it to another mechanic and they would fix the problem free of charge. He also said due to my problems they'd take care of a rental situation if need be etc...
So, as planned I took my car to Monro brake specialists in Danvers, MA where they successfully diagnosed my problem in less than 30 min. PEPBOYS forgot to put one of my brake pads back onto my rear right tire SO....I was driving around with a missing brake pad which then caused my piston to blow and leak brake fluid hence the brakes going completely out while driving! Monro would not let me leave the premises in my car because of the extremely dangerous situation as when PEPBOYS let me leave 4 times where I could have killed myself or someone else.
Now, this is the real kicker. I call nice Mr. Hackett and explain the situation he speaks to the mechanics at Monro. Mr.Hackett says he'll get back to me and never does. He completely disappears won't answer phone return calls etc..I then get a message on my VM stating from Mr. Hackett how PEPBOYS never touched my back tires and therefore is not responsible. Which is so ridiculous when I was there when they took all my tires off to make a "complete diagnosis". Mr. Hackett,AKA "the genius" then stated my brakes must have been so worn the pad just rotted off when I was driving. So, somehow between the time the very qualified employers of PEPBOYS Auto assed my car and told me my back brakes were fine it was just the fronts that needed replacement, that my normal back brake pad in matter of a month just rotted off while driving.
Naturally I was in shock and drove to PEPBOYS in order to have all my paperwork printed out and to speak with witnesses. That is when I was told by the manger, Manny, that I never had brake service done there they only replaced a master cylinder and then proceeded to tell me I have no records other than that on file he also told me my car had only been there once when it had been there over four times for brake failure.
Now I have a rental that I cannot afford and a car in the shop I cannot afford to fix and a corporation who almost killed me not assuming any responsibility or association with me. Now the geniuses of PEPBOYS involved didn't realize I paid with a credit card so I have a record of payment and it is so clear that they are to blame for my car problems but, the only problem is I'm broke and can't afford to take them to court or get my car back!

What the heck do I do and how do we prevent this from happening to someone else?

Thank you,
Alanna

Company details:

PEPBOYS AUTO
232 Highland Avenue
Salem, MA 01970
978-744-3131