The Santa Maria Pep Boys store is closing and management is offering to reimburse customers for any faulty parts still under warranty, and will give referrals to a local competitor for the purchase of a replacement part.

That referral offer goes against corporate orders to refer warranty customers to the nearest Pep Boys stores in Bakersfield and Ventura for parts, or Oxnard for parts and service.

The policy will remain in effect until the Pep Boy's anticipated closing sometime in January, Santa Maria store officials said.

Once the store is officially closed, however, customers will be required to go through the manufacturer's warranty.

“We decided to take the initiative and take care of our customers,” said a manager who wished to remain anonymous. “We want to let the community know we are going to take care of them.”

On Nov. 27, Pep Boys announced the closing of 31 stores throughout the nation, including three locations in California: Santa Maria, Santa Barbara and Santa Ana.

The company reported that the closures - which have resulted in the loss of 550 jobs - were the results of under-performance.

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However, Santa Maria Store representatives said their store consistently netted positive returns, and was number three in retail sales in the entire Western region, which covers more five states.

But Pep Boys corporate spokeswoman Alexandra Spooner said that did not matter.

“In the scheme of things, it was actually a low-return store,” she said.

During the national shopping frenzy last week, while retail stores offered extended hours, Pep Boys was closed for two days.

Store associates returned all vehicle-specific parts in the store to corporate headquarters and prepared for the liquidation sale, which began Thursday.

Santa Maria store management said corporate brass had instructed them to direct customers needing out-of-stock vehicle replacement parts to the nearest Pep Boys stores - which are two hours away - during the closure.

Rampant customer outrage at the situation soon ensued.

Another manager, who also wished to remain anonymous, said customer reaction to the corporate policy has left her fearing for her safety.

During a recent lunch break at a local restaurant, a customer spotted her wearing the company uniform and proceeded to berate and “cuss me out,” the manager said.

Finally, the manager's fiancé was forced to step in and put an end to the altercation.

“If I had been alone, I don't know what would have happened,” she said, the beginning of tears welling up in her eyes.

The incident spurred management to eschew corporate policy and take the situation into their own hands by offering customers a refund and a referral to a competitor.

Pep Boys employees will even call ahead to the store in question to make sure it has the part the customer needs replaced.

As for service warranties, management said they plan to request the corporate office to allow Santa Maria customers to take their vehicle part for service at a local competitor, and reimburse the customer once the service is complete.

Spooner said corporate is more than willing to work with customers on an individual basis to rectify any situation.

“We apologize for any inconvenience,” she said. “We'll work out how we can best satisfy the (customer).”

It is unclear whether any Pep Boys customers have taken their refunds and purchased replacement parts at local competitors, Autozone and Kragen Auto.

Representatives from both stores said they were unauthorized to release such information, and referred media to their corporate offices.

Monday, Pep Boys was a hub of activity.

Most customers, such as Jerry Sanders of Pismo Beach, said they were simply there to take advantage of the clearance sale.

“I brought my mother here to go to Smart and Final, and I saw the sign and I wanted to check it out,” Sanders said.

Sanders said he is not a regular Pep Boys customer.

Though the morning went relatively smoothly, the Pep Boys management team summed up their feelings abut the situation in a good-bye letter they released to the public later that day.

“We will live in this community long after Pep Boys is gone,” the letter read. “We have a reputation to uphold ... We decided to do what it takes to take care of our customers, which may make (corporate) close our doors earlier. Hopefully, the community will be behind us and support us.”

Customers with questions or warranty concerns are encouraged to call 1-800-Pep-Boys (737-7269).

Natalie Ragus can be reached at 347-4580 or nragus@santamariatimes.com.

December 4, 2007