Dairy Specialties, Inc.

Mr.[redacted] came to the dealership on 8-13-16 at 9:00 am to drop his 2010 Ford Fusion off for a sunroof problem.  He authorized $126.00 for basic diagnostics.  For that we tested wiring, switches and hooked up Ford scan tool.  On 8-13-16 at 2:45 pm Mr. [redacted] received a...

call from Hastings Ford and authorized an additional 2 hours labor ($252.00) for additional diagnostic time to remove the headliner in the vehicle to check the motor.  We test the motor and found out that it failed.  We then contacted Mr. [redacted]'s extended service contract company.  They informed us that they will cover the sunroof motor but they do not cover diagnostics to figure out what part is broken.  Upon replacement of the motor the extended service contract company covered labor to replace the motor which also covered the dropping of the headliner.  So in return we reduced the diagnostic labor by 1.5 hours ($189) because of overlap.  The total charge due was $189.00 plus $50.00 a deductible which is required by his extended service contract for a total of $239.00.  We contacted Mr. [redacted] on 8-15-16 at 11:40 am to inform him that the total charges would be $239.00.  He authorized that amount and repair. We then ordered the part and repaired the vehicle.  Diagnostic charges to figure out what is wrong with a vehicle are an industry standard and were communicated with Mr. [redacted] prior to any work being started on his car.  He approved those charges to figure out what was wrong with his sunroof.  The issue here lies is the extended service contract that Mr. [redacted] purchased from Inver Grove Ford doesn't cover diagnostics charges to keep potential loss ratios down.  That is something that Inver Grove negotiates with the warranty company and has nothing to do with Hastings Ford. Hastings Ford communicated diagnostic charges with the customer and all charges are fair and were disclosed prior to any work being completed. The Warranty company is called Warranty Solutions not a Ford Motor Company Warranty or product.  (It is an non OEM Warranty)  [redacted] suggests her warranty is a 100% bumper to bumper.  That is not information that I told [redacted], maybe that was information that Inver Grove Ford told her.    All charges were disclosed up front and authorized by the customer and are and industry standard and are fair.  We will not be refunding [redacted] the $180 that she requested.