Parts & People has received a series of complaints from collision repair shops about advertising in Pacific Yellow Pages and participation in its Smart Shoppers Club. While sales materials claim a full refund if the shop does not receive at least five new customers a month, shop owners said the company ignores their inquiries or, if pressed, offers only a partial refund.
A letter sent from Pacific Yellow Pages to multiple shop owners states that for a one-time registration fee of $589 (for two years), Pacific Yellow Pages "guarantees" to provide the shop at least five new jobs a month through the Smart Shoppers Club.
"Should you receive less than five new jobs on any given month during the registration term, we will refund your money," states the letter, which is signed by a John Lawrence, identified as "regional coordinator."
In addition, the letter gives a toll-free phone number: 800-771-5499.
An Internet search of the company turned up an "F" rating with several local Better Business Bureaus as well as posting at www.ripoffreport.com , where people describe how they paid Pacific Yellow Pages $589, received no customers, and have been unable to obtain a refund.
A business owner in Nebraska posted on ripoffreport.com that when he asked for his money back, he was sent an "authorization for refund" form, which stated that he would need to pay a $275 "account setup fee," leaving him with a net refund of $314.
The Nebraska business owner complained that no one ever answered the toll-free number when he tried to call for a refund.
Three collision repair facilities in Colorado have also complained to Parts & People. One Colorado shop owner said he was told that in order to receive a complete refund, he would need to wait for the entire two-year period to expire. Another said she had mailed the authorization for refund on May 11 and had yet to receive a reply.
Parts & People left several messages at the Pacific Yellow Pages' toll-free number that were not returned.
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