Complaints

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought our truck into Ford to be serviced due to low oil pressure constantly going off in the middle of February of 2022. We got the truck back in March and as soon as my partner took it off the lot it was beeping and a warning of “low oil pressure” and to turn off the vehicle came on. He immediately drove it back to the lot and it’s been stationed there since. I called back in April asking for an answer or an update on what is going on and was told the truck needed to under go a inspection of the engine and if nothing came back unusual we would need to pay for that out of pocket regardless of having extended used vehicle warranty. That was fine. After multiple calls we then were told the truck needed to under go a test on the engine to see if there was a leak and the options were it would either need to be rebuilt or a brand new engine. Both being covered under the warranty. There reasons for taking so long to give us answers was because they were going back and forth with the extended warranty. End of April arrives and after multiple calls again we finally had got it out of the sales employee that the truck needed a new engine and the vehicle would be done in 4-6 weeks. Frustrated, we signed over for a new truck to further avoid dealing with this dealership since we were given a 4-6 week time line. We had called back in late June early July and said they had only now ordered the engine. I Went into the business on July 12th, frustrated and demanding answers for the delay and all the mechanic and sales employee could tell me that the engine was ordered and it “wasn’t a priority job”. Now we have since been waiting for this job to be complete. It’s been 7 months since our vehicle has been in the shop, sitting in the same place. Excuse after excuse with no answers given to us. Frustrated is an under statement. We just want the job completed.

  Business response

  16/09/2022

  Previously the vehicle was here January 27 @128,900km for check engine light. a code was pulled and we replaced a purge valve. The repair was verified after a test drive and given back to the customer. The customer returned Feb 8 at 133,029km with the check engine light on and as the customer stated has been her since.

  Originally on this work order we replaced an oil pressure sensor and cleaned the sensor filter. The customer returned with the oil pressure light on again. This time we pulled another code P0521 for oil pressure sensor and found the filter plugged already. We cleaned the filter again and recommended an oil change and the customer approved it. After the oil change it was taken for a test drive. The vehicle ran well until the engine was up to full operating temp and then the oil pressure guage started to to flash. At this point it was evident there was something bigger going on. The engine would need torn down to find the failure.
  

  As is standard policy, the customer was informed that if for whatever reason the warranty were to refuse the claim they would have to pay for the tear down of the engine. This very rarely happens, but we have found ourselves in the position before hence the policy. 
  

  The engine was torn down and we found the thrust bearings to be badly scored and the truck needed a new long block. At this point the long block was ordered (July 9) and we just received it Sept 6. The vehicle is in the shop now and being worked on. It was 4 work days after we received the engine that we commenced work.

  There was a span of time between March and July where they communication was severely lacking on our part. The Service Writer that was handling this is no longer with us, but I agree 100% with the customer that this portion of time was not dealt with properly and we own that. At this point I am involved and will see this through until the customer is back in their unit.

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