COG099
Active member
- First Name
- Carlos
- Joined
- Dec 12, 2021
- Threads
- 6
- Messages
- 40
- Reaction score
- 50
- Location
- Pflugerville, TX
- Vehicles
- 2021 F150 King Ranch 4x4 Powerboost
- Thread starter
- #1
I am hoping to have some of you chime in with your thoughts on this situation. I don't want to be dramatic about the situation but I am very frustrated regarding my experience at an Austin, TX Ford dealer's service department. I don't plan on disclosing the dealer until they have had an opportunity to make it right. Please take a moment to read this and I would really like to hear how ya'll would feel about this.
I'll get to the real issue right off the bat before giving you the full story of poor service. After having my truck at a local Austin, TX Ford dealer's service department, I was lied to regarding completion of the sagging underbody insulation repair as well as having a general feeling that they put no effort in addressing any of my issues other than resetting the transmission issues. Rather than riveting the underbody insulation and inspecting the cooling system lines necessary on the Powerboost models, they simply removed the insulation my King Ranch Powerboost truck had. You can see in the picture where I had put gasket sealer to tack the insulation up due to is contacting the driveshaft at the joint to make sure I did not damage the driveshaft while waiting for my appointment. I am very angry they lied about completing my truck and I am sure it was just to get the hell out of their dealership.
I was already frustrated that they had not completed this specific repair which was the first thing they looked at two weeks prior. They were out of rivets the day I dropped off my truck but they were "on order". No problem, there were other things needing attention including the transmission which was going to be a week delay or so.
Two weeks later and after several "Tech says that is normal" excuses for things like "Service Charging System Soon" messages etc, I asked for an update and let the rep know I would need my truck in a few days. She said the transmission tech was getting to it that "afternoon or tomorrow mid-morning" and she would have an update. I did not hear from her and followed up at 5pm when she said he was gonna see it in the morning. Although I doubted their efforts on the "Charging System Soon" error and other Sync related issues, I was assured the recall items were done and she should have the truck done the next day. I checked the Ford Pass App and the truck did not move at all on April 13th or 14th when she said they were working on it. It did move on April 15th and I received a call that afternoon. I was told the transmission was addressed and you can pick up your truck but I would need to come back again "to complete the sagging underbody insulation repair". I was livid. That was the first item addressed and they just failed to follow up on it after two weeks. I cannot believe that after being in the shop for 15 days and paying $20/day out of pocket over the $40/day Ford provided for a loaner, my truck was not repaired properly.
I let her know that was ridiculous that after two weeks, the simplest issue to fix was not done and I would need to come back another time to get it fixed. She replied that they didn't have enough time because "you said you needed your truck back. What do you want me to do?"
Are you kidding me, it's my fault you didn't follow up for two weeks and it's on me that I actually need my $75k truck back? She then offered "you can have it done when you bring it in for an oil change".
I was an hour away and asked if someone could do the repaired by the time I get there. She called and confirmed that a tech had pulled off what he was doing to take care of my issue and I thanked her. When I get home that night I inspected the repair and found that they simply tore off the insulation and didn't bother with a proper repair at all!
This also probably means they did not bother to remove the drive shaft at all or inspect the coolant line that could be damaged as well(truck is a Powerboost and verifying there is no damage to those lines is part of the recall process).
What worse, the paperwork clearly listed that they removed the driveshaft and placed rivets although they did not. So in a nutshell they did not properly repair a NHTSB Recall Repair AND I am certain they will bill FordMoCo for the repairs.
I'll get to the real issue right off the bat before giving you the full story of poor service. After having my truck at a local Austin, TX Ford dealer's service department, I was lied to regarding completion of the sagging underbody insulation repair as well as having a general feeling that they put no effort in addressing any of my issues other than resetting the transmission issues. Rather than riveting the underbody insulation and inspecting the cooling system lines necessary on the Powerboost models, they simply removed the insulation my King Ranch Powerboost truck had. You can see in the picture where I had put gasket sealer to tack the insulation up due to is contacting the driveshaft at the joint to make sure I did not damage the driveshaft while waiting for my appointment. I am very angry they lied about completing my truck and I am sure it was just to get the hell out of their dealership.
I was already frustrated that they had not completed this specific repair which was the first thing they looked at two weeks prior. They were out of rivets the day I dropped off my truck but they were "on order". No problem, there were other things needing attention including the transmission which was going to be a week delay or so.
Two weeks later and after several "Tech says that is normal" excuses for things like "Service Charging System Soon" messages etc, I asked for an update and let the rep know I would need my truck in a few days. She said the transmission tech was getting to it that "afternoon or tomorrow mid-morning" and she would have an update. I did not hear from her and followed up at 5pm when she said he was gonna see it in the morning. Although I doubted their efforts on the "Charging System Soon" error and other Sync related issues, I was assured the recall items were done and she should have the truck done the next day. I checked the Ford Pass App and the truck did not move at all on April 13th or 14th when she said they were working on it. It did move on April 15th and I received a call that afternoon. I was told the transmission was addressed and you can pick up your truck but I would need to come back again "to complete the sagging underbody insulation repair". I was livid. That was the first item addressed and they just failed to follow up on it after two weeks. I cannot believe that after being in the shop for 15 days and paying $20/day out of pocket over the $40/day Ford provided for a loaner, my truck was not repaired properly.
I let her know that was ridiculous that after two weeks, the simplest issue to fix was not done and I would need to come back another time to get it fixed. She replied that they didn't have enough time because "you said you needed your truck back. What do you want me to do?"
Are you kidding me, it's my fault you didn't follow up for two weeks and it's on me that I actually need my $75k truck back? She then offered "you can have it done when you bring it in for an oil change".
I was an hour away and asked if someone could do the repaired by the time I get there. She called and confirmed that a tech had pulled off what he was doing to take care of my issue and I thanked her. When I get home that night I inspected the repair and found that they simply tore off the insulation and didn't bother with a proper repair at all!
This also probably means they did not bother to remove the drive shaft at all or inspect the coolant line that could be damaged as well(truck is a Powerboost and verifying there is no damage to those lines is part of the recall process).
What worse, the paperwork clearly listed that they removed the driveshaft and placed rivets although they did not. So in a nutshell they did not properly repair a NHTSB Recall Repair AND I am certain they will bill FordMoCo for the repairs.
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