ComplaintsforMorlan Shell Ford, Inc
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Complaint Details
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Initial Complaint
12/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've had the same problem for the past year. I've taking my car to their garage and they keep replacing my vacuum pump. My extended warranty was active before I hit 100,000 miles. I'm having the same issue with my car and they told me the problem was my valve cover from the beginning. Now they will not fix my car because my warranty was expired because I am not at $100,001 miles. They should be responsible for the cost to fix my car because it was their mistake on diagnosing it incorrectly.Business response
12/15/2023
Original repair for failed vacuum pump occurred on 10-20-22 (********). Vacuum pump failed again on 3-31-2023 (********) and was replaced under Service Parts Warranty from Ford Motor Company. Special Service Message ***** was released by Ford Motor Company in the time between original repair and service part warranty repair. SSM ***** was created to address the high rate of vacuum pump failure and changed the repair procedure to addresses these concerns. Customer returned to service department with an engine oil leak on 11-28-23 (********), leak appeared to be coming from the vacuum pump at first, but once inner fender liner was removed it was obvious that engine valve cover was leaking, not the vacuum pump. Engine valve cover failure is also a common repair for this vehicle, current replacement part is on national backorder until 01/08/24, 371 people are currently on the backorder list. Customer vehicle is 1748 miles over the terms of the aftermarket extended warranty that was purchased. Dealership followed all manufacturer diagnostic and repair procedures outlined in the Ford Motor Company Workshop Manual. Repairs to older vehicles (2013) with high milage (101748) are common and should be expected. Dealership cannot financially participate with this repair. All documents supporting this position have been provided, along with a copy of SSM *****.Customer response
12/15/2023
Complaint: ********
I am rejecting this response because:
It was never the vacuum pump that failed. It was the valve cover from the beginning. Had the tech diagnosed the problem correctly the first time or even the third time this would have been taken care of before my warranty ran out.
Your tech is at fault which makes the financial responsibility yours to take care of as he is your employee.
Sincerely,
**** *******Business response
12/18/2023
There is absolutely no evidence to support the claim of misdiagnosis. Technicians are OEM certified and have all OEM specific engine oil leak detection tools available to them. Technicians have all OEM pinpoint tests and special service messages available to them as well.Customer response
12/19/2023
Complaint: ********
I am rejecting this response because
Even your clerk at the counter said it was ridiculous that I have had my truck in there four times for the same thing and they are just now saying it is the valve cover and that she wasn’t happy about it. I would say that is admission of fault. You can reject this over and over but your tech didn’t diagnose the problem correctly the first, second or third time. Don’t you think that is a little sad If the techs have all these certification’s? There is evidence, all you have to do is look at how many times I’ve been in there for the same thing.
Sincerely,
**** *******Customer response
12/20/2023
I had my truck in this garage four times for the exact same issue with the same diagnosis on three of those occasions. It wasn’t till the fourth visit when a different tech happen to look at it that it was determined not to be the valve pump, but instead it was a valve cover. Had they diagnosed the problem the first, second or even the third visit it would have still been under warranty. Now my warranty is out and they want me to pay for something they didn’t correctly diagnose. I feel they are at fault and should cover the cost of parts and repairs.Business response
12/21/2023
Dealership position on this situation has not changed. All documentiation for repair events has been provided.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.