Ask me how I got screwed by Ford Service

Let me start by saying four dirty words Latham Ford & Orange Ford. We have always heard horror stories about car dealerships but these 2 take the cake.

Let's start with Orange Ford. I take my precious F350 in for an oil change and tire rotation. Well, those genius left a 4x4x20" wooden block jammed up in my axle. I drove all day with it like that, I'm sure stressing out my truck. While driving it felt like I was driving through cement. Had I not stopped to wash my truck I could have likely been killed driving back up the mountain. Or the wood could have come loose and shot through someones windshield. Neither option good. Anyway, call Ford and they have me bring it back. Jimmy brings it in because I am out of town. (Mind you that as I talk about all these trips to Ford dealerships it is an hour drive from our house.) The Ford Truck Service Manager, Bo and his gang laugh it off. Guess they think it is funny that I could have crashed. They supposedly check it out and say that nothing is messed up of course. I take it back again for the pre-100,000 mile check up and because the steering just feels tight and they say everything is fine just a bulb out next to the license plate. They "change" the bulb. They fail to notice that my inspection has run out. I thought they checked the car out from bumper to bumper? Yeah right. So now I have to take it to my local garage in Middleburgh, NY called Ryan's. Nate tells me the bulb is out. Nice job on the bulb change. The guys at Ryan's are awesome. Super nice staff and very aware of what they are doing with your truck. They actually take the time to check your vehicle out instead of parking it out back and saying they worked on it. Never going to go to Orange Ford unless it is to take a dump on their service desk.

Now about 6 months later the truck starts this weird loss of power thing that has happened before when we were in Texas. I think it is the EGR (or ERG) valve. Since this is a problem we have had before I had to take it to a Ford dealership in case warranty was an issue. So I go to Latham Ford. I stress to Josh in the service department how unhappy I was at Orange and I really expected more of Latham Ford. Stupid me. I told him about the valve, not sure if they looked at it. They come back and say that my turbo diesel needs to be cleaned to the tune of $900.00. They keep it for a week, I ask them to do the oil change while it is there and to look her over again. They come back and say the ball joints have some "play" and they need to be replaced here soon.. I don't have another $900 to blow on ball joints so I decide to wait on that.

I finally get my truck back and everything seems fine. The power loss thing was intermittent so it is hard to gauge. Within a week I feel the truck stutter some and act up. I know it needs a new fuel filter so I think maybe that is the problem. Change the fuel filter and still the problems continue. I notice that they didn't change the oil. I call Josh to complain about the oil not being changed and to tell him the car is still acting up. Says sorry about the oil change, come drop it off. Like I said, hour drive and no way to get home. It should have been done the week they had it. As far as the power issue, he tells me that well the book told us to clean the engine. If you really don't know how to work on a diesel, let me know so I can take it somewhere else. He gives me no help on this issue. Just "I'm sorry you feel that way".

I mull over my options and decide to call the service manager David Sullivan. Let's see, he says bring the truck in, it will probably take a week or two for them to work on it, that my truck is a piece of garbage when it was built (bad year for Ford trucks), I'm lucky I haven't had to replace the engine and the EGR, I should buy a new truck (it's an 04) and we did what the book said and cleaned the engine.

No way am I taking it to those bozos again. So I take it to another garage that is not Ford. It is called S&G Truck Repair in Latham, NY. The owner Sarkis is a doll and his crew is excellent. They had that truck fixed in no time. They saw the problem when they got under the hood. Apparently my turbo clamp was really loose and exhaust was going everywhere in the engine and making the computer not run correctly. They got that sorted and changed my oil as well. Truck was done in less than 2 days. Oh and by the way, ball joints are fine.

So here is the scenario, one of two things happened when the truck went to Ford...
The clamp was loose when I brought it in and they missed an obvious solution to my trucks problems. Instead they cleaned the engine which wasn't necessary and charged me out the *ss for it. Or there was a problem with the truck and when they cleaned the engine and put it back together, they forgot to hook up a major component. Either scenario is not good and Latham Ford is responsible for shoddy work.

I have since talked to 2 diesel shops and one said you don't need to clean the turbo diesel and the other said in terms of diesel age, my truck is still a baby and really didn't need something like that done. It is a service that is rarely performed. Kind of when an all else fails (loose turbo clamp), clean the engine.

Now the way I figure it, besides the money Ford owes me for service not done or unnecessary service, they owe me for my time. I charge $100.00/hour for my services. They owe me around $1,700-2,000.00 for the time (plus gas) I have had to waste taking my truck to them and to other garages to fix what Ford did.

Now tomorrow I am going to call the GM at Latham Ford and see what they have to say. Next step will be Ford Motor Company Corporate. Small claims court after that.

Now, something nice about Ford. We bought our truck at Mac Haik Ford in Georgetown, TX. It is one of the only few good things about Georgetown (that is a separate book). From the purchase to the last service they have been stellar. Even after we moved I would try and structure our business travel around the trucks major service so that they could perform it. They are 1,900 miles from me and their service is that good. My service manager was Jason Norman who took care of us like family. His crew was top notch. I could call him from the middle of Wyoming with a question about the truck and he would answer it, no problem. I never felt taken advantage of and my truck ran like a top. Since I haven't been there I still call for advice on my truck and I talk to Micah who has been awesome. He always has time to answer questions or look up something in my service records. Every service tech that I have dealt with has been perfection. The girls that work in service with the billing to the car rental have been excellent as well. I seriously miss this dealership and I hope that the two Ford dealerships that I have had to deal with are not the norm for NY dealerships, but I feel they may be. I went to the Cobleskill Ford dealership and I did not like the service man I talked to there. He couldn't give me an accurate price for an oil change, and he was rude to one of the staff members while I was standing there.

All Ford dealerships should use Mac Haik Ford as the model to live up to.

I will let you know how my phone call goes with the Latham GM.

Going to go watch Joe Biden give his speech at the convention.