Complaint Review: Pep Boys

I recently purchased a rebuilt starter online. The part itself arrived in time and appears to be of reasonably good quality. My frustration began with the core return. When I submitted the core return info online as instructed to get the RMA and shipping label, the site tanked and didn't provide it. I attempted to contact customer service had to wait on hold 30+ min for a rep who apologized and told me the site was having problems and the label would be emailed as a PDF in 2 business days. It wasn't. So I call again after a few days and endure another 30 min of hold music before I can request the label, which I received the next day. I sent in the core return and a month later still don't see the core charge credited to my credit card although FedEx tracking shows the part was received. Another 30 min of hold music before I am told that, yes, the part was received but for some reason the core charge wasn't refunded.

PB: "We'll have to check with finance but they are closed now. We will contact them tomorrow."

Me: "How will I know when they reply?"

PB: "We will contact you."

Me: "When can I expect that?"

PB: "By Friday. We will call."

Me: "Please send an email, as well."

PB: "Ok."

Friday comes and goes. No phone call. No email. So I call again on Saturday. Only have to endure 5 min of horrible hold music this time. Lucky me. Am told by the rep he will check with his supervisor and call me back. The saga continues..