Service Department Code of Ethics and Conduct (Undated)


Pep Boys' Auto


CSEP Library

Date Approved: 


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Service Department Code of Ethics and Conduct

Pep Boys prides itself on being able to provide the best customer service and the highest quality service work available anywhere. In addition, Pep Boys is committed to honesty and integrity in all of its business dealings -- with employees, vendors and customers alike. This is why Pep Boys' employees are responsible for upholding this tradition by following service policies outlined in our Code of Ethics and Conduct.

No service or repairs will be recommended or performed that are not needed. (Do not confuse "repairs that are not needed" with preventive maintenance or vehicle enhancement services.) All service and repair work must be recommended based on System Failure, Preventive Maintenance or Vehicle Enhancement only.

The condition and/or measurement and specification of a component or system must be documented on the P.M. checklist and on the work order to verify the reason for any service recommendation.

Customers are to be provided with a written repair estimate. (Estimate requirements vary by State.) The total amount of the estimate is not to be exceeded without prior customer approval.

No service will be performed without prior customer approval. All additional repair authorizations are to be completely documented on the work order before the work begins.

Customers are to be provided a complete invoice that clearly and completely defines all work performed. All parts replaced must be identified as new, rebuilt, remanufactured or used.

Customers are to be provided with an applicable Pep Boys and/or manufacturers written warranty.

No services shall be performed without signed work order documentation.

No billing shall be rendered for any service not performed.

Service pricing must conform with the Pep Boys printed retail prices or Mitchell pricing if no Pep Boys pricing is stated.

Every effort must be made to meet appointment schedules and promised completion times.

The customer is to be provided with printouts for any service that utilizes equipment that produces a printout.

Copies of these printouts must be attached to the store copy of the invoice and stored with that day's paperwork.

All disposable worn parts must be offered or returned to the customer. All core parts for return to vendors are to be made available for the customer's inspection or if they wish may be purchased by the customer for the core charge.

All service work performed must meet Pep Boys and industry standards.

No service shall be attempted in which personnel are not fully qualified. No service shall be performed by an uncertified or unlicensed technician where such regulations exist.

No tips may be accepted under any circumstances. Tips abandoned by a customer must be deposited with the store's cash sales for the day.

All vehicles must be protected with fender, seat and floor covers while in our possession and returned to the customer in a clean, "Banner Serviced" condition.

All employees must abide by safety rules and regulations (safety glasses worn at all times, back belts utilized as required, safety chains at appropriate times, etc.).

All employees must abide by all OSHA, Federal and State mandated procedures and licensing related to the service work performed.

The Buddy Program must be used during the following services:

All wheel services (use torque wrench to verify lug torque)

Fluid changes (engine, transmission, differential fluid level verification, etc.)

Pulling and backing cars in and out of bays.

All employees are required to be honest and report any known violations of this code of ethics and conduct to management.

Non-compliance may result in disciplinary action, up to and including discharge.