DeLong Ford-Mercury

Vehicle broke down 25 miles outside of [redacted] after driving nonstop from [redacted] (approximately 365 miles). At no point did the vehicle ever indicate there was an issue with the car overheating or engine temperature. Called 3 auto repair shops and described the issue, each identified the problem as a broken fuel pump. The only shop able to take the car in that day was DeLong Ford. They identified the problem as a broken fuel pump and began to work the repair.The next update I received from the technicians was that the fuel gauge was not reading correctly. They managed to fix the fuel gauge, but began asking about vehicle temperature. They indicated the cooling fans were not turning on, and proceeded to troubleshoot the cooling fans for about an hour while I watched. During this time, it became evident that there was a leak under the vehicle. Technicians initially misdiagnosed the leak as an oil leak. It was radiator fluid.Upon investigation of the radiator, it was found to be broken as well. Technicians replaced the radiator and found that the engine head gasket was cracked. Technicians then tested the radiator while I watched to determine if the head gasket led to the radiator blowing, or if the radiator caused the head gasket to break. Based on how bad the radiator leak was, and how far we had travelled without temperature issues, the technicians indicated that the radiator leak caused the head gasket to crack. It is my belief that this happened while the technicians were troubleshooting the cooling fans and were unaware of the radiator leak.After waiting a week, during which time I was told the head gasket would be replaced and the timing adjusted, the service manager now tells me that the head gasket crack was "coincidental" and was not caused by their technicians, and no repair to the head gasket was made. Technicians told me at the time that this was not the case.Product_Or_Service: vehicle repairsDesired SettlementI am transporting the vehicle to another mechanic out of state to complete the repairs remaining at my own expense. I should not be responsible for any damages made to the vehicle after the vehicle arrived at the shop, specifically: parts and labor for the radiator replacement, parts and labor for removing the engine block to replace the head gasket, storage, or other fees related to repairs dealing with the vehicle overheating which was not a problem the car had before taking to the shop.Business Response [redacted]Document Attached[redacted]CUSTOMER CAME IN EXPLAINED THAT THE VEHICLE HAD BROKEN DOWN AT THE CHEVRON IN PARADISE VALLEY. VEHICLE WAS TOWED IN CUSTOMER STATED VEHICLE WOULDN'T START. WE HAD A TECHNICIAN GO OUT WHILE VEHICLE WAS STILL ON A TOW TRUCK DUE TO VEHICLE NOT STARTING, TECH TAPPED ON FUEL TANK (CUSTOMER STATES VEHICLES FUEL PUMP WAS OUT) AND THE VEHICLE STARTED. GAVE THE CUSTOMER A QUOTE FOR A NEW FUEL PUMP CUSTOMER APPROVED THE REPAIR. AFTER THE FUEL PUMP INSTALLATION THE TECHNICIAN WENT OUT ON A TEST DRIVE, UPON TEST DRIVING THE VEHICLE THE TECHNICIAN NOTICED VEHICLE WAS OVERHEATING BROUGHT VEHICLE INTO SHOP AND CHECKED THE ENGINE OIL NOTICED ENGINE OIL WAS 1 AND 1/2 QUARTS LOW ON OIL. WE FILLED ENGINE OIL TO PROPER LEVEL WITH THE CUSTOMERS REQUEST. WE USED THE SCANNER TO COMMAND THE FANS ON AND TESTED THE RELAYS. ALSO NOTICED THAT THERE WAS COOLANT ON THE GROUND LOOKED UNDER VEHICLE AND SEEN THE RADIATOR WAS DAMAGED. INFORMED CUSTOMER OF THIS AND REPLACED THE RADIATOR. AFTER RE-TESTING THE VEHICLE THE VEHICLE STILL OVERHEATED AND PERFORMED A BLOCK TEST AND THE BLOCK TEST FAILED INDICATING THE HEAD GASKETS NEEDED TO BE REPLACED AT MINIMIUM. THE VEHICLE CAME IN FOR A FUEL PUMP PER THE CUSTOMER REQUEST AS A COURTESY WE LOOKED IN TO THE VEHICLE'S OVERHEATING ISSUE. WE DID NOT CHARGE THE CUSTOMER ANY THING FOR THE REPAIRS THAT WERE DONE IN THE TUNE OF $327.05. Delong Ford FEELS WE HAVE DONE EVERYTHING WE CAN TO HELP THE CUSTOMER IN THIS MATTER. Please see supporting document online.Final Consumer Response Vehicle has been diagnosed by the dealership who found flooding in the engine and requires the entire engine to be replaced. Estimated cost of repair is $5,000 on a vehicle we purchased 6 months ago for $12,000.