I scheduled an appointment for Saturday, June 13, at 8:30 AM to have my vehicle inspected for an…read moreengine overheating issue. Upon arrival, the service advisor, Ashley, stated that my appointment could not be located in the system. After I provided proof of the appointment and explained the overheating concern, I was quoted a price for an engine diagnostic and informed that the shop would proceed from there.
Shortly after leaving the shop, Ashley contacted me and advised that the vehicle would not be inspected or diagnosed for at least two business days. When I later checked my appointment online, I discovered that it had been canceled by the shop.
Two business days later, I received a call from Service Manager James ("Jim") Atkinson, who informed me that the thermostat and thermostat housing needed to be replaced and identified them as the primary cause of the overheating condition. During this conversation, no concerns were raised regarding the water pump, radiator, head gasket, coolant reservoir, hoses, or any other cooling system components.
Later that same day, I contacted the shop for an update and again spoke with Ashley. She advised that the technician had reported a knocking sound from the engine and was uncomfortable releasing the vehicle at that time.
On Wednesday, June 17, I received a call advising that the vehicle was ready for pickup. At that point, the vehicle had been in the shop for more than 72 hours. Upon pickup, I paid over $900 for five services and parts listed on the invoice.
Unfortunately, less than 40 miles after leaving the shop, the engine overheated again. I also noticed a strong coolant odor. After pulling over and inspecting the engine bay, I found that the coolant reservoir--which had not been leaking and had been holding coolant when the vehicle was dropped off--was now nearly empty. Additionally, a new coolant leak had developed that was not present prior to service.
Concerned by these findings, I sought a second opinion from an employee-owned independent auto shop. After performing diagnostic and cooling system pressure tests similar to those that Pep Boys represented as having been completed, the independent mechanic identified the actual cause of the overheating: a defective water pump with a failed impeller. The mechanic provided photographic evidence supporting this diagnosis.
The independent mechanic also discovered that hardware was missing from the thermostat housing assembly that Pep Boys had recently serviced. According to the mechanic, the missing hardware was the source of the new coolant leak that appeared after Pep Boys completed the repair.
Before authorizing the independent shop to perform any repairs, I contacted Mr. Atkinson to discuss these findings. I informed him of both the failed water pump and the missing hardware from the thermostat housing reassembled by technician Dylan M. I also asked what diagnostic procedures are normally performed when a vehicle is brought in with a primary complaint of overheating.
Mr. Atkinson explained that technicians review diagnostic codes and perform any testing deemed necessary based on those codes. However, based on the evidence provided by the independent mechanic, it appears that either the necessary diagnostic procedures were not completed or they were not performed to the same standard of care. Had a proper diagnosis been conducted, the failed water pump should have been identified as the root cause of the overheating condition.
Rather than addressing these concerns, Mr. Atkinson referenced the shop's warranty policy and stated that I should have returned the vehicle to Pep Boys before seeking a second opinion. He further indicated that obtaining an outside diagnosis could impact my ability to receive reimbursement or warranty consideration.
This position is difficult to accept given that the actual failed component--the water pump--was never identified by Pep Boys, was not included on the repair invoice, and therefore would not have been covered under the repairs they performed. Additionally, the missing hardware from the thermostat housing created a new coolant leak that did not exist when the vehicle was initially dropped off.
After spending more than $900, I was returned a vehicle that continued to overheat and was now leaking coolant. More concerning is the potential safety risk this created. Had the engine failed while traveling at highway speeds, the consequences could have been significantly more serious.
When I raised these concerns and requested accountability for the misdiagnosis and workmanship issues, Mr. Atkinson declined to accept responsibility and maintained that nothing could be done because I did not first return the vehicle to Pep Boys. When I informed him that I was considering pursuing legal action through small claims court due to negligence and damages incurred, the conversation was abruptly ended.
