Help Me Hank: Mileage Mystery

Anyone who sells used cars will tell you - to distinguish trash from treasure - check the mileage. The lower the odometer, the higher the value.

Resale value is one reason Brian Sullivan kept his jeep's maintenance up and kept its mileage down.

Hank Phillippi Ryan, 7News
"So you’ve been pretty careful about taking care of the car?

Brian Sullivan
"Pretty much."

Then one sad day, Brian found his little car with the door smashed - the entire dashboard and instrument panel in smithereens.

Brian Sullivan
"My car was destroyed."

Into the repair shop it went. The mileage listed as 46,529 miles. But when it came out, the odometer showed over 60,000 miles. That’s an addition of 13,000 miles!

Brian Sullivan
"I'm like, ‘What? Did somebody take my car to California?’"

Actually, someone could have driven his car to Los Angeles, then to the Mardi Gras, up to visit Elvis's place in Graceland, south to visit the Mouse in Disney World, north to see the gates in Central Park, then zoom up I-84 back to Boston.

And then - do almost the whole trip again. That’s how many miles were added to his car.

Hank Phillippi Ryan, 7News
"So that would be some driving?"

Brian Sullivan
"A lot of miles."

Of course no one did such a road trip. The repair shop had replaced the jeep’s smashed odometer, with one that had higher mileage.

Brian headed right back to the shop.

Hank Phillippi Ryan, 7News
"And what did he say?"

Brian Sullivan
"There’s nothing we can do about it."

He then called the insurance company that was paying for the repairs.

Hank Phillippi Ryan, 7News
"What did they say?"

Brian Sullivan
"There’s nothing we can do about it."

Remember, we're talking a difference of big bucks at trade-in - hundreds of dollars.

Hank Phillippi Ryan, 7News
"And so?"

Brian Sullivan
"I called you."

We told Brian to call one more time and tell the insurance company repairs should restore value, not reduce it.

And it seemed like they got the mileage message

Brian Sullivan
"All of a sudden they just changed their mind."

They replaced the odometer again--removing the mystery miles.

And 13,000 miles lighter—Brian’s jeep is now back on the road.

Brian Sullivan
"I feel satisfied, very satisfied."

When it comes to fixing your car, Massachusetts has lots of rules about what repair shops can and can't do.

For more information on your car repair rights, as well as state rules and regulations:

http://www.massconsumers.org/carsmart