Pep Boys, Aka PepBoys Shammed on a pre-buy inspection Henrietta, New York

I recently found it necessary to purchase a used vehicle. Because I had a limited budget of approx. $4000 and was looking at models several or more years old, I was particularly meticulous about researching any vehicles in which I had an interest. I read car specs, recall details, and ran vehicle history reports. I test drove many vehicles.

In the end I was most interested in a 1996 Honda Accord LX with 105,000 miles. The Accord handled very well during my test drive. My only pressing concern was that the car did not have any kind of a warranty, even the NYS Lemon Law is not applicable to cars with over 100,000 miles, no matter how much you pay for one (the asking price was $3900).

I am not at all mechanically-minded so I didn't attempt any type of self-inspection. I called Pep Boys regarding their Pre-Buy Inspection, which the Pep Boys clerk informed me was an extensive 160 point inspection that included a compression test.

The car dealer was very amicable and agreed to take the vehicle to Pep Boys for the Pre-Buy Inspection and I agreed to pay for this, regardless of whether, as a result of the inspection, I decided not to purchase the vehicle. My own dealer resided some distance away from the dealership and I felt that Pep Boys would be ideal because it was closer, and I would have the assurance that came from an independent inspection.

The vehicle "aced" the pre-buy inspection on Nov. 23, 2006, requiring only a cv boot, which the dealer replaced. I purchased the vehicle and took possession of it on the evening of Nov. 24th. I drove the vehicle to my home at that time, which is about a 25 mile trip. The following morning I'd planned to drive the vehicle to my family's Thanksgiving dinner, some 100 miles away and my boyfriend did a cursory inspection of the vehicle. Imagine my shock when he told me that it was leaking oil around the valve gasket cover. I did not drive the vehicle and called my mechanic on Friday morning, after the holiday. My mechanic scheduled a service appointment for Tuesday, December 1st, at which time he determined that I needed a valve gasket cover, and advised that I replace the pcv valve as well. I was told that it looked as though the oil had been overfilled. The antifreeze level was low, as well, I was told. It, further, appeared that there had been an obvious leak that was not new, though did not appear to be serious. He could not do the work until the following week, but advised that I could still drive the vehicle. I chose not to drive the vehicle until repairs could be made. I made an appointment at Pep Boys for the following day, because I felt that they might redeem themselves in some way. I told them I wished to have the valve gasket cover and pcv valve replaced.

The Pep Boys clerk, who I believe to be the manager came out to my vehicle and visually inspected the leak, which was pooling to the right side of the valve gasket and spreading downward. He said because there appeared to be oil down low I should have dye added to my oil as this would determine if I had a head gasket leak. I agreed to allow this. He said that the valve gasket cover, itself, obviously needed to be replaced.

He noted that it was not a new leak as dust and debris had collected. He asked me how long it had been leaking. I told him that Pep Boys had themselves just determined it to have no leaks. He asked to see the relevant paperwork, which I produced from the glovebox. He said that they only did a visual on a pre-buy inspection. Though he'd determined moments before that the leak was obvious and not new, it was, suddenly, not necessarily visible days before. I asked how it could be possible that a head gasket might be blown given the recent inspection by them, as I thought the compression check might be indicative of such a problem. He told me that they did not do compression checks in pre-buy inspections, as I had specifically been told, prior to the inspection. My mind raced to the low antifreeze and I choked back tears and anger.

After an hour of pacing and waiting I was told that there was too much oil for the dye to have been diagnostic, and that they would go ahead and change the valve gasket cover and the pcv valve, and he quoted me a price marginally higher than that I'd been given the day before, when making the appointment. I told him this and he said that had only been an estimate, to which I replied that I should have been informed that it had been an estimate. He told me that I should go home and degrease my engine and come in for another dye test.

An hour later my car was pulled out of the bay. The one who had initially waited on me, whom I believe to be the manager, passed the bill to a young man, who explained to me that they had changed the valve gasket cover. I asked if the pcv valve had been put on and was told that it hadn't been, though it was listed on the work order, nor was I charged for it. I asked to see the bill and noted that a dye charge and labor for the dye were both included on my final bill. I told the young man waiting on me that I'd like to have the pcv valve replaced and that I did not know why I should be charged for a test that wasn't diagnostic when I was told that it would be. He motioned to the man who had initially waited on me who said, "Did you see that I adjusted the bill for you"? I said, "Well you charged me for the dye. He said I told you that I was going to before I did it. I said that I'd agreed because I was told that it would be diagnostic. He said that it had diagnosed the valve cover gasket leak. I said that I'd asked for that initially, based on my own mechanics diagnosis, and that he, himself, had noted that leak visually. He waved his hands and said to the young man, gruffly, just take it off, I don't want to deal with her. I asked about the pcv valve again and was told that that wasn't leaking. I asked to have it replaced, nonetheless, and was told that I could wait in my car and that someone would come out to the parking lot to put it on. The young man who was actually quite kind rung me out. He removed the the labor charge for the dye, but inadvertantly left the actual dye charge. I told him it was okay, as he had been very kind, and I try to reserve my tongue for those deserving. I dutifully waited in the parking lot as a girl replaced my cruddy pcv valve.

I went home and called the corporate office and was told that the district manager would be calling me within 48 hours. Yesterday I had still not heard from him and called again. The district manager called today and is to reimburse me for the pre-buy inspection, as he said that it had clearly not been done properly. He is also going to reimburse me for the oil dye. I had thought that they should refund me for the valve gasket cover and the diagnostic done by my own mechanic as well. He asked did you need a valve gasket cover"? I said "yes." He asked, "Did we replace it?" He asked, "Did we do a good job", to which he got a less definitive response of "I dont know." He seemed to forget that my decision as to whether or not to purchase the car hinged on that inspection.

I wish that I had been more composed during the phone call with the district manager, and could have...maybe made him understand better how I felt. I was not rude in any way, but my anger made it harder for me to articulate, though perhaps he didn't want to understand. How can a company in effect admit failing me on the inspection without assuming responsibility for the consequences of that failure, or admitting culpability? What was taken from me cannot be refunded, though I do feel that I should be compensated. Money will not restore my faith in Pep Boys or the vehicle I purchased, if I do, in fact, receive the promised refund. Needless to say I won't be holding a Pep Rally for the Pep Boys soon.

At least it appears that my head gasket is likely intact. I will know for certain when I take the car to my own, trusted mechanic.

Jane
Webster, New York
U.S.A.

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