Auto Parts Warehouse

Core returns...they simply don't accept them. You pay frequently over one hundered for the core, this is common practice. However you usually return the part to the parts counter where you purchased the part. Autopartswarehouse does things in a criminal fashion. THEY collect the core charge...and then when you try to return the core you need a rma number written on the box. Only trouble is they don't give you a rma number...if you try to get a rma number on the phone they put you on hold...forever...if you send an e-mail they don't respond...if you ask for a supervisor and give them your e-mail address they respond promptly with something that looks like a rma number but is not. You then send in your core and it dissapears. If you write the BBB Autopartswarehouse simply says they are trying to resolve your complaint but you didn't comply with their core return procedure.

They know this because they didn't give you a valid return rma in the first place.

so you pay more than the internet competition because you pay for a core up front that they have no intention of refunding.

I am sending a letter which I sent to the company's president.

I am writing you this letter not to ruin other peoples life but hoping that this
will be an eye opener to you, the management and who ever needs to know what.
This is my first time ever in my entire work experience to write a letter of
complaint to the people who needs to know what is really happening inside the
office.

I am Ms. Katheryn Enriquez, I served your company for 15 months and I must
admit, that I found a family your company. I loved my job, Im at my best
everyday I go to work like it's my first day. I thought I will be working in
this company for 5 more years, but my views have changed. I hate to say this but
right now management's getting worst. People working there don't want to speak
about what is really going on because they are afraid they might be the bosses
apple of the eye. But I think it's time to stand up and fight for what is right.

Last Sept. 14, 2010 I filled an immediate resignation because of one Incedent.
At around 5am to 6am Mr. Steve Kaay called my attention and said he wanted to
talk to me. Entered his office with my superior Ms. Miracle Sy. He asked me
about a certain call that happened earlier that day. I gave him details and
whole heartedly admitted that I disconnected the call because the customer keeps
on cursing, I warned him 3 times sir, however I am unable to help him if he wont
cooperate so I disconnected the call. Mr. Kaay's claiming that according to the
customer I criticized the customer and said that the customer was a "Racist
Pig". Sir if you will check my performance and my commendations from the
customer, I can say that I wont do such thing. The battle here is my word
against the customer's word. And so after the conversation Mr. Kaay told me that
MAYBE there is a language barrier because the customer told me that "IF I WERE
IN THE US, PEOPLE WON'T UNDERSTAND ME" right then and there Mr. Kaay advised me
that, he is suspending me '"with pay" and will not come back to work until they
said so since they need to investigate on what happened. Sir if you'll read
between the lines whose being racist? My point here sir is that, I hope you
understand, all companies don't just suspend people. It needs to go under a
process on which they need to serve me an IR (Indecent Report), Investigate,
then that's the time you tell me what's my suction, but instead, what happened
here was Mr. Kaay VERBALLY said that I am suspended with out at least serving me
the IR. If I am not mistaken on the IR itself it states there that "I HAVE 24-48
HOURS TO ANSWER THE SAID IR" how am I suppose to do that if I am already
suspended. Sir, sorry if there are some words that I use that might be
inappropriate, but again, I am sending you this email not to mean harm, but to
open the upper managements eyes on what is really going on. Going back, Ms Jean
Pedraza spoke to me and gave me an OPTION but not a CHOICE. This is what I have
been told by Ms. Pedraza which triggered me to file an immediate resignation:
"You are in preventive suspension, however, right now I am giving you an option
because, WHAT IF, you found guilty, and when you come back we need
to terminate you, that's not good on your record because when your next employer
calls us for background check WE WILL TELL THEM THAT YOU ARE TERMINATED". Sir
according to: Labor Code of the Philippines
Security of tenure (art. 279, LC) – the right not to be removed from a job
without valid cause and procedure – extends to regular (permanent) and
non-regular (temporary) employment, [2] managerial and rank and file employees
alike.[3] Probationary employees also enjoy security of
tenure.[4] (http://www.ilo.org/public/english/dialog...philippines.htm)
Article 264. Prohibited activities, Article 272. Penalties for violations
(Art. 282-286: Termination)
PRESIDENTIAL DECREE NO. 442, AS AMENDED.
________________________________

ART. 282. Termination by employer. – An employer may terminate an employment for
any of the following causes:
(a) Serious misconduct or willful disobedience by the employee of the lawful
orders of his employer or representative in connection with his work;
(b) Gross and habitual neglect by the employee of his duties;
(c) Fraud or willful breach by the employee of the trust reposed in him by his
employer or duly authorized representative;
(d) Commission of a crime or offense by the employee against the person of his
employer or any immediate member of his family or his duly authorized
representatives; and
(e) Other causes analogous to the foregoing.

If you were in my place sir how will you react and what will you feel? I felt
like she's threatening me. I am not guilty but the initial human reaction when
you hear those words coming out of her mouth, you will be De-motivated, which is
not good. I know it will affect my work performance, plus I don't want to give
my superior headache that's why I decided to resign.

Honestly sir, top performing agent are resigning because of the
management.Agents are de-motivated because they get lesser and lesser
incentive every month. CAT's work hard to save your costumes but they get LESSER
what agents gets. Maybe its just money, but for people who has family we look at
it in a different way, especially for single moms like me. It's not easy for me
to resign knowing that I have a 6 year old kid that I need to support. It's not
that easy sir. If you will check the rate of those people who stayed and were
terminated or resigned before Ms. Pedraza take over, there are less people who
resign, now look at your rate. Resigned or end of contract employee rates high.
It's not good sir. Human resources should be Pro agent or at least NOT ONE
SIDED, because for all she knows agents are the one who take care of the
customers. Sir I hope you get my point. Everything is chain reaction, if they
are well compensated, management take care of them, human resources do the right
thing, then you'll get a lot of employees to stay. Sir people are planning to
resign and they are the good ones. Few is enough please don't let others go.

Sincerely,
Katheryn "Brooke" Enriquez

I would like to tell you the truth because the entire office is located in the Philippines and the customer service and the sales department is here in Makati and the accounting department that processes all the refunds is in Bicol and the catalog office is in Pasig. I would also like to tell the truth that around 90% I think have no basic car knowledge because they only ride the bus and jeep and were not fully trained for car parts and our catalog are not daily updated so only a few are updated. We have around 50 plus website as our members. Our managers will not answer because we are on a first call resolution and if we do not resolve that, we will get punished.

The refund takes 4-6 weeks because it is being processed here in Bicol, Philippines. 85% of the agents answering calls for customer service cannot understand english because some only reached second year college or only took 2 year courses so the customer must ask the representative to read back the complaint. If not, they have to cover the for sales agent that sold the wrong part or the catalog error. Our motto as far as the customer is concerned is 'sir, you have the correct part but the wrong car.'

We are forced to sell parts that are not correct or out of stock because it is punishable by incident reports and suspensions from the human relations office and the employee relations office. We cannot change your orders once it has been processed because it has to go air bound from the Carson office to the bicol office and that takes a long time.

If you think you have received the part twice and ordered it either online or through a representative, the representative concerned will misinform or if not, inform the customer that either the order has been cancelled or only an RGA form was filed. Since we have all the customer's contact details, we can search their accounts using the email, the phone number and the last 7 digits of the credit card. So that the customer will not know that a car part was ordered without their consent, we will take away your email or change your address except for your credit card information. We have to do this because we fear the PQA and the employee relations officer and our team leaders because they will issue us incident reports and then suspend us and then blacklist us. Blacklisting agents like us is very easy. We don't have contracts or IDs even if we have been working for almost two years here.

If your cash has not been returned in your credit card, please call our Philippine Office directly area code [protected] or [protected]. This IS NOT TOLL FREE but you will be refunded immediately.

Please look for our country manager/chief accountant, Fred Miguel or our call center director/sales director, Joel Acot in this numbers. If they do not want to cooperate, please write directly to buster AT usautoparts.com and report this immediately.

That is all we want to reply.

Signed,

Jose Dacuycuy, Paquito and Romy Diaz, Mel Bigson, George Estregan, Ben David and Igana S.Quama