Lakewood Ford

Complaint: [redacted] I am rejecting this response because: I will not accept the fact that I spoke to someone about the check engine light when I dropped my car off on 12/30/The lady that called me to her desk asked what I was there for and I explained that my light was on and said what Puyallup Ford had doneShe said I was put with Gary as my service advisorShe told me to sign a form and not once told me what it wasI figured it was stating that I was okay with leaving my car at the dealershipOnce again, I was never informed that a diagnostic would be done and what the charge would beThe person that responded to this claim stated that I was aware of this and that my mileage at drop off was thousand somethingWhen in fact, the form that I have says the mileage was Also, I have a voicemail from Jim the Service Manager himself, stating that he agrees that I was not made aware of this charge before it was done I will be in today to collect the refund owed to meBut, wanted to have in writing on here that the charge was not made clear to me when I dropped off my car, nor was it told to me when someone called to tell me what needed to be done on my carThe only charges told to me at that time were the charges of what it cost to replace parts etcWhen I declined those services, the person on the phone did not say that I would then just be charged for a diagnosticOnly when I went to pick up my car is when I was made aware that I was being charged for somethingSincerely,MRS [redacted]

Complaint: [redacted] I am rejecting this response because: it completely ignores the price given to me on the phone with a bona fide employee of lakewood ford. that price was $437 and nothing was said or indicated that this price would change.Sincerely, [redacted]

TeMr [redacted] purchased a Ford Escape on 03/07/Mr [redacted] called Lakewood Ford at 10:am on the 6th of JuneHe spoke with our Service Manager Jim Gand explained that his wife was at a dealer in Renton and that they wanted $to diagnosis and he was upset since it had just been purchased months ago.MrGexplained that diagnosing repairs on automobiles, especiallt Hybrids with 100K plus miles is complex, but if the vehicle could get to Lakewood Ford, we would, at no charge to Mr [redacted] diagnosis the concernMrs [redacted] arrived that afternoon with the escapeThe issue was determined to be a faulty Hybrid Battery cooling fanA repair estimate was given of $Mrs [redacted] asked if there were any payment plans availableAfter options were discussed, we were able to get the repair expense down to $The work was declined and Mrs [redacted] left in the EscapeOur offer to repair the vehicle at a cost of $is still available to them if they would like to contact our service dept to schedule the repair

Lakewood Ford has investigated the complaint made by Ms [redacted] She did bring her Ford Explorer showing 38,miles into the Service Department Wednesday, December at 11:AM She stated the concern with the "Check Engine Light" was on A repair order was opened and Ms [redacted] was advised that a preliminary estimate diagnostic charge for this would be $ This is documented on the work order # [redacted] , she approved the order with her signature Lakewood Ford provided Ms [redacted] a ride to her destination in our Shuttle Van The vehicle and work order was dispatched to one of our Ford Motor Senior Master technician's, Rick H [redacted] for the diagnosis to determine the cause of the malfunction and illumination of the "Check Engine" light Failure code Pwas stored in the EEC system, this failure code required further electronic pin point testing that was performed The test confirmed a failure related to the Emissions Vapor Management Valve and the EZ fuel fill valve Both failed parts where checked for any warranty coverage and no coverage was found under the basic warranty coverage and none was found under Ms [redacted] 's extended Ford Motor CPO Power Train Care warranty policy The EZ fuel fill valve could be cleaned to correct it's malfunction, but the cost to replace the inoperative Vapor Management Valve would be an additional $for parts and labors added to the $preliminary estimate As stated in the complaint, Ms [redacted] declined to have the repairs completed Continued operation of this vehicle with the un repaired condition can cause other failures or damages to this vehicle Lakewood Ford will not accept responsibility for Now she wants the cost of the services provided refunded Ms [redacted] can stop by Lakewood Ford's Parts and Service Cashier with the same credit card she paid the $including the sales tax, and we will credit a refund and back out the sale for the invoice

On the 16th of January 2016, Saturday, Ms [redacted] had her Ford FCrew Cab wheel drive 6.0L Diesel engine truck towed into Lakewood Ford AT 2:15PM, She presented us a hand written list of concerns she wanted addressed Those concerns listed: #1-When key is in start possition, it will not turn over, dash light flash #2- Check hub locks- one very tight, one comes off #3- Also need to get my CD's out of stereo- do not on radio unless it is just something easy- radio works, CD player just stopped and won't eject! #May change out all fluids...? Her name, address and phone number is on this same list A repair/work order, #was opened with these concerns listed on it, the vin number and miles at 102,recorded on the work orderDue to other vehicles and the work load in the shop, diagnosis of the concerns on Ms [redacted] vehicle was not worked on until the following Monday, JanuaryThe truck was pushed into the shop, the first concern on her list, the "No Turn Over" condition was addressed first Inspecting and testing for the No Turn Over condition we found the vehicle had what appeared a newer none Ford Alternator on it, and none Ford batteries would not take a recharge and they also didn't appear to be that oldTesting the Alternator charging rate showed output low, it was defectiveThe left side battery cable also tested bad showing very high resistance at cable terminal ends Most likely the bad batteries and cable caused high demands on the alternator causing voltage spikes that damaged the alternator and possibly other electronic components on the truck The estimate for repair was $1085.79, declined by Ms [redacted] for this #concern, She disputed the finding of the test and the estimated cost to repair, insisted on buying her own parts else where She requested that we removed both batteries and the Alternator, came in and picked them up and took them some place and exchanged them for repacements She supplied us with the replacement Alternator, Batteries and approved the other battery cable be a Ford OE cost $plus the labor charges of $for a total of $plus sales taxes The replacement parts were all reinstalled and the engine "turn over" or cranking concern was resolved The engine did crank and start up, but ran poorly until it warmed up Service records on this truck indicate it has been driven only miles in the last years 1/months The engine appeared to have not been running for some time prior to being towed in, we thought it may have old fuel causing the rough idle when the engine was still cool as it seamed to improve alot as the engine warmed up Diesel fuel tends to collect water when it sits in a vehicle over a long period of time The #concern about the front locking wheel drive hubs was addressed nextBoth the front Hubs where removed to inspect the condition and found one beyond repair and the other in poor condition Recommend that both the Auto Locking Hubs be replaced as a pair, estimated replacement cost with Ford OE parts and labor totals $plus sale taxMs [redacted] disputed the price of the OE parts, declined this repair and requested we find after market none Ford OE parts to replace the Hubs with Our parts deptdid find a set of less expensive Hubs from an On-line source that brought the cost to replace them down to $plus sale taxIt took a few days for these Hubs to come in and they were inspected and checked to see that they in fact would fit the axles, they did And on January Ms [redacted] approved this repair by phone callThis repair was completed the sameday During this same phone conversation with Ms [redacted] , she stated to Jim G*** "this truck has always run like a bull, it runs perfect and always has" she went on to question our repairs and make accusations that we at Lakewood Ford had caused the engine's problems, that it better be perfect when she comes to get it Jim G [redacted] tried to let her know the engine ran better as it warms up and that driving it with fresh diesel fuel may clear up in a few days, but it need to be driven Lakewood Ford did do a courtesy Diesel Engine Performance diagnosis, at no charge to the customer, based only on speculation and engine symptoms of possible causes with out any real teardown The #concern about the removal of CD's form the stereo This was accomplished the same day after the Engine was started and the Alternator/Charging system was tested The stereo was removed form the dash and partially disassembled to manually eject the CD's The cost was only $and Ms [redacted] complained of the cost The #concern about "may change out all fluids", The Engine oil and filter change was added to repair/work order by Ms [redacted] , during a phone conversation about the hub locksRepairs had been completed and the repair/work order billed up at 6:29PM on Friday night January Ms [redacted] was notified and she called in with her credit card the next day Saturday January and paid $including dales taxes Ms [redacted] said she planned to come down and pick the truck up we are closed on Sunday On Monday Ms [redacted] and a Male companion came in to meet with Jim G*** The meeting started in the service managers office and was one of accusations followed by more demands from Ms [redacted] Ms [redacted] said they had came down Sunday and picked the truck up and brought it back because it ran so bad That Lakewood Ford was responsible for the engine problems and demanded we fix it Jim G [redacted] asked both, inviting the couple to go out with them to see and start the truckThey indicated the truck was parked out front of the cashier area As they walked out to the truck Jim let them know that the Charging system and batteries replacement would not cause the engine concerns they now have And reminded them, that the truck was towed in and we had never had any knowledge of the engine performance condition before this repair Jim was carrying the work order with all the shop working papers, and reviewing the dates of calls and repair notes about Ms [redacted] 's truckMs [redacted] asked to see the documents, Jim was showing the repair notes to her when she jerked the papers for Jim and refused to return them At this time, Jim could tell he could not salvage the situation and did not want to get involved in a 6.0L Diesel engine repair under the same conditions that Ms [redacted] had required just repairing the trucks starting and charging system Jim asked Ms [redacted] and her companion to come into the service cashiers area and asked her to give the documents to the cashier for a full refund of the $ Ms [redacted] at first refused to surrender the documents, but relented when the cashier told her she had to have them for the refund on her credit card Ms [redacted] turned to Jim and told him "YOU CAN LEAVE NOW" Jim said thank you, you can take the money and the truck someplace you trust Prior to the repairs, Ms [redacted] has now made to the Engine in her truck, Lakewood Ford was not notified of any responsibility or seen any proof of responsibility.Lakewood Ford adamantly denies responsibility and for this request of reimbursement

TeMr [redacted] purchased a Ford Escape on 03/07/Mr [redacted] called Lakewood Ford at 10:am on the 6th of JuneHe spoke with our Service Manager Jim Gand explained that his wife was at a dealer in Renton and that they wanted $to diagnosis and he was upset since it had just been purchased months ago.MrGexplained that diagnosing repairs on automobiles, especiallt Hybrids with 100K plus miles is complex, but if the vehicle could get to Lakewood Ford, we would, at no charge to Mr [redacted] diagnosis the concernMrs [redacted] arrived that afternoon with the escapeThe issue was determined to be a faulty Hybrid Battery cooling fanA repair estimate was given of $Mrs [redacted] asked if there were any payment plans availableAfter options were discussed, we were able to get the repair expense down to $The work was declined and Mrs [redacted] left in the EscapeOur offer to repair the vehicle at a cost of $is still available to them if they would like to contact our service dept to schedule the repair

I found no open RO's on any customer with the last name of *** and no advisor remembered any contact with that name. No vin or service history on a *** ***. I than looked into our data base and found the only customer we have with the last name
***. The name of *** *** that has Ford vehicles with a 29 RO service history. ***,*** CUSTOMER *** VEHID: *** *** *** *** *** VEHID: *** *** *** *** ** ***. On Wednesday, 12th; I placed a call to this customer thinking "***" might be a member of the family and learned "***" was not. Thursday, I was out sick with this cold/flu bug and did not follow up on this on Friday as I was consumed with *** * *** Yesterday I found this complaint may be related to a customer by the name of *** ***. Mr *** *** brought his Ford Taurus in at 8:15AM on Octat 171,miles, he had only one concern, "the alternator not charging". Service Advisor *** *** meet with** *** *. We had no prior service history on this vehicle or with *** ***, so *** entered the vehicle data and *** *** into an RO for the diag and testing the charging system*** *** signed the RO and approved diagnosis charges not to exceed $*** *** was shown to the waiting room and the vehicle was dispatched to the technician for diag, and repair needs. The alternator was bad and an estimate was prepared, the parts (alternator only) was priced at $exchange no core fee and the labor came to $for a total of $610.99. Added shop supplies $and sales tax $brought the estimated total $691.40. Service advisor *** *** met with ** *** here in the service write up area and advised him of the estimated cost total. ** *** objected to the cost of the $exchange price of the alternator, Parts department counterman overheard the objection and offered to reduce the price of the exchange alternator to $197.99; this matched the price *** *** had said was fair. This reduced the total repair cost including sales taxes to $606.81. Advisor *** Awrote the new adjusted total cost on both the RO and his business card that he gave to ** ***. *** *** was advised the alternator was not in stock, but could be here the next day, he did approve the revised estimated total of $in person and left the vehicle here to be repaired the next day. ** *** was than offered a ride in the shuttle to get home and he accepted. The alternator came in the overnight parts shipment and repairs were completed as approved by 9:AM, Friday 7th October. ** *** was called at his cell # *** *** *** and notified the repairs are completed at 10:AM following the invoice being billed out at 9;47AM on Oct. The vehicle is still here, with the keys, the RO/ invoice number is ***, total due is $606.81. *** *** has not contacted Lakewood Ford by phone or in person since he was driven to his home at *** *** *** *** *** ** ***. A copy of the computer screen print on ** ***'s repair order is
below.*** *** *** *** *** ** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** * *** * *** * *** * *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** *** *** *** *** * *** ** *** *** *** *** *** *** *** *** *** * *** ** *** *** *** *** *** ***

Revdex.com:
I appreciate the "reimbursement" but some of the problems occurred in the past month so the "changes" you have made have not helped
Sincerely,
*** ***

The retail rice of this repair is is $The wholesale repair cost that was offered was $It is apparent to us that we will not be able to come to an agreement and we wish to rescind our original offerWe now consider this matter closed

I would like to reimburse the customer in the amount of $100, and I apologize for the inconvenience to herWe have made some drastic changes to our service deptand our sales deptin the past months, and would like to encourage our customer to visit us again to see the difference
Thanks!

Complaint: ***I am rejecting this response because: lakewood ford has already made it completely clear they are unwilling to take any responsibility or show any proffesional integrity in regards to their selling faulty carsI'm unclear as to why they needed to reiterate that pointJust because the matter is closed doesnt mean thats its settledIts unfortunate that this is how the ford name is being represented with such underhanded and unsavory business tacticsI've learned a valuable lesson here and will most definitely never do business with ford againBeing sold a lemon then price gouged on repairs is probably the worst case scenario I couldve possibly imagined when buying from a dealerBut thanks to lakewood ford its a mistake ill never make again. Sincerely,*** ***

Mr***,
Thank you for taking the time to bring us feedback regarding our customer serviceFrequently, when extended service agreements are purchased it is rarely with just option of time or milesMany options are available and discussed at the time of purchase and ultimately a decision is
madeThis purchase seems to have been made with the intention of driving a limited number of miles over the time of the agreementUnfortunately, you exceeded the miles prior to the durationThat being said, as a Good Faith gesture, we would like to have a copy of the invoice and agree to pay 1/of the invoicePlease mail the invoice to the following address:
Lakewood Ford
*** *** *** **
Lakewood, WA
Attn: Henry K***
Regards,
Henry K***
General Manager

Miss [redacted] attempted to purchase a car from us on February 14th. When she came in, she said she was preapproved at American Lake Credit Union, but did not bring the preapproval in with her. We asked her if it was ok if we sent her application over through Credit Union Direct Lending,...

and she said yes, no problem. When we did this, her credit union would not cooperate with us, and at one point hung up on our finance manager. We asked her is it was ok if we sent her application to another lender to see if we could get her a better rate, she said that was fine as well. We have a signed credit application from her giving us authorization to pull her credit.

TeMr. [redacted]purchased a 2005 Ford Escape on 03/07/2016. Mr. [redacted] called Lakewood Ford at 10:20 am on the 6th of June. He spoke with our Service Manager Jim G. and explained that his wife was at a dealer in Renton and that they wanted $100 to diagnosis and he was upset since it had just been...

purchased 3 months ago.Mr. G. explained that diagnosing repairs on automobiles, especiallt Hybrids with 100K plus miles is complex, but if the vehicle could get to Lakewood Ford, we would, at no charge to Mr. [redacted] diagnosis the concern. Mrs [redacted] arrived that afternoon with the escape. The issue was determined to be a faulty Hybrid Battery cooling fan. A repair estimate was given of $1053.51. Mrs. [redacted] asked if there were any payment plans available. After options were discussed, we were able to get the repair expense down to $721. The work was declined and Mrs. [redacted] left in the Escape. Our offer to repair the vehicle at a cost of $721 is still available to them if they would like to contact our service dept to schedule the repair.

Complaint: [redacted]I am rejecting this response because: it completely ignores the price given to me on the phone with a bona fide employee of lakewood ford.  that price was $437  and nothing was said or indicated that this price would change.Sincerely,[redacted]

On the 16th of January 2016, Saturday, Ms. [redacted] had her 2004 Ford F250 Crew Cab 4 wheel drive 6.0L Diesel engine truck towed into Lakewood Ford.  AT 2:15PM, She presented us a hand written list of 4 concerns she wanted addressed.   Those concerns listed: #1-When key is in start...

possition, it will not turn over, dash light flash.  #2- Check hub locks- one very tight, one comes off.  #3- Also need to get my CD's out of stereo- do not on radio unless it is just something easy- radio works, CD player just stopped and won't eject!  #4 May change out all fluids...?  Her name, address and phone number is on this same list.  A repair/work order, #379932 was opened with these 4 concerns listed on it, the vin number and miles at 102,091 recorded on the work order. Due to other vehicles and the work load in the shop, diagnosis of the concerns on Ms [redacted] vehicle was not worked on until the following Monday, 18 January. The truck was pushed into the shop, the first concern on her list,  the "No Turn Over" condition was addressed first.  Inspecting and testing for the No Turn Over condition we found the vehicle had what appeared a newer none Ford Alternator on it,  and 2 none Ford batteries would not take a recharge and they also didn't appear to be that old. Testing the Alternator charging rate showed output low, it was defective. The left side  battery cable also tested  bad showing very high resistance at cable  terminal ends.   Most likely the bad batteries and cable caused high demands on the alternator causing voltage spikes that damaged the alternator and possibly other electronic components on the truck..   The estimate for repair was $1085.79, declined by Ms. [redacted] for this #1 concern,  She disputed the finding of the test and the estimated cost to repair, insisted on buying her own parts else where.   She requested that we removed both batteries and the Alternator, came in and picked them up and took them some place and exchanged them for repacements.   She supplied us with the replacement Alternator, Batteries and approved the other battery cable be a Ford OE cost  $110.99. plus the labor charges of $485.00 for a total of $595.99 plus sales taxes.  The replacement parts were all reinstalled and the engine "turn over" or cranking concern was resolved.  The engine did crank and start up, but ran poorly until it warmed up.  Service records on this truck indicate it has been driven only 5429 miles in the last 2 years 8 1/2 months.  The engine appeared to have not been running for some time prior to being towed in, we thought it may have old fuel causing the rough idle when the engine was still cool as it seamed to improve alot as the engine warmed up.  Diesel fuel tends to collect water when it sits in a vehicle over a long period of time.    The #2 concern about the front locking 4 wheel drive hubs was addressed next. Both the front Hubs where removed to inspect the condition and found one beyond repair and the          other in poor condition.  Recommend that both the Auto Locking Hubs be replaced as a pair, estimated replacement cost with Ford OE parts and labor totals $865.00 plus sale tax. Ms. [redacted] disputed the price of the OE parts, declined this repair and requested we find after market none Ford OE parts to replace the Hubs with.  Our parts dept. did find a set of less expensive Hubs from an On-line source that brought the cost to replace them down to $595.00 plus sale tax. It took a few days for these Hubs to come in and they were inspected and checked to see that they in fact would fit the axles, they did.  And on 29 January   Ms. [redacted] approved this repair by phone call. This repair was completed the sameday.  During this same phone conversation with Ms [redacted], she stated to Jim G[redacted]  "this truck has always run like a bull, it runs perfect and always has" she went on to question our repairs and make accusations that we at Lakewood Ford had caused the engine's problems, that it better be perfect when she comes to get it.   Jim G[redacted] tried to let her know the engine ran better as it warms up and that driving it with fresh diesel fuel may clear up in a few days, but it need to be driven.   Lakewood Ford did do a courtesy Diesel Engine Performance diagnosis, at no charge to the customer, based only on speculation and engine symptoms of possible causes with out any real teardown.      The #3 concern about the removal of CD's form the stereo.  This was accomplished the same day after the Engine was started and the Alternator/Charging system was tested.   The stereo was removed form the dash and partially disassembled to manually eject the CD's.  The cost was only $35.00 and Ms. [redacted] complained of the cost.  The #4 concern about "may change out all fluids", The Engine oil and filter change was added to repair/work order by Ms. [redacted], during a phone conversation about the hub locks. Repairs had been completed and the repair/work order billed up at 6:29PM on Friday night 29 January 2016.  Ms. [redacted] was notified and she called in with her credit card the next day Saturday 30 January and paid $1488.86 including dales taxes.  Ms. [redacted] said she planned to come down and pick the truck up we are closed on Sunday.   On Monday Ms [redacted] and a Male companion came in to meet with Jim G[redacted].   The meeting started in the service managers office and was one of accusations followed by more demands from Ms. [redacted].  Ms. [redacted] said they had came down Sunday and picked the truck up and brought it back because it ran so bad.  That Lakewood Ford was responsible for the engine problems and demanded we fix it.   Jim G[redacted] asked both, inviting the couple to go out with them to see and start the truck. They indicated the truck was parked out front of the cashier area.  As they walked out to the truck Jim let them know that the Charging system and batteries replacement would not cause the engine concerns they now have.  And reminded them, that the truck was towed in and we had never had any knowledge of the engine performance condition before this repair.   Jim was carrying the work order with all the shop working papers, and reviewing the dates of calls and repair notes about Ms. [redacted]'s truck. Ms [redacted] asked to see the documents, Jim was showing the repair notes to her when she jerked the papers for Jim and refused to return them.   At this time, Jim  could tell he could not salvage the situation and did not want to get involved in a 6.0L Diesel engine repair under the same conditions that Ms [redacted] had required just repairing the trucks starting and charging system.  Jim asked Ms [redacted] and her companion to come into the service cashiers area and asked her to  give the documents to the cashier for a full refund of the $1488.86.   Ms. [redacted] at first refused to surrender the documents, but relented  when the cashier told her she had to have them for the refund on her credit card.  Ms. [redacted] turned to Jim and told him "YOU CAN LEAVE NOW".  Jim said thank you, you can take the money and the truck someplace you trust.   Prior to the repairs, Ms. [redacted] has now made to the Engine in her truck,  Lakewood Ford was not notified of any responsibility or seen any proof of responsibility.Lakewood Ford adamantly denies responsibility and for this request of reimbursement.

On September 10, 2015, Mr. [redacted] brought his 2012 F250 6.7L diesel truck into Lakewood Ford Service. At 9:29 ama service order was written  #[redacted], for his request that we install the customer supplied diesel fuel filter). Mr. [redacted] supplied an aftermarket diesel fuel...

filter kit in a box. His 6.7L diesel engine has two fuel filters. One is mounted on top of the engine at the front left center under the hood. He had already installed that filter. He gave usthe opened box with the remaining filter for the under cab (diesel fuel conditioner module) “DFCM”. This module contains the primary fuel filter andfuel pump as one assembly.    The service order was given to a Ford Motor Company Certified Technician that has been replacing this model year fuel filters for years. On this vehicle as he removed the DFCM housing (filter bowl) he notified the service advisor “Gary” that the fuel filter housing (cap) was cracked and showed it to him. Mr. [redacted] was advised of the existing condition of this “fuel filter cap,” Mr. [redacted] acknowledged he knew the housing/cap was cracked. We advised him our part’s department was temporarily out of stock on this part. Mr. [redacted] advised Gary to reinstall the same filter cap. The request services were completed and the discrepancies related to the fuel filter system were documented on the work order.  Mr. [redacted] left with the vehicle and returned a short time later with the low fuel pressure light illuminated and an intermittent buzzing noise coming from under the hood that would go away. Due to shop load, the low fuel pressure concern would have to be addressed at a later time with our diesel engine techs, was advised we could not look at this concern until the following day. Mr. [redacted] advised us that they were traveling and heading south. Gary than googled a couple of Ford Dealers on the way south in case they needed one and provided that information to Mr. [redacted]. The [redacted]’s left at 11:36AM. Lakewood Ford had just used the only remaining new fuel filter cap we had in stock on a vehicle earlier the same morning.      The Ford Motor Company “ owners guide” that comes with this vehicle has specific instructions, warnings and images regarding the maintenance of this diesel fuel conditioner module (DFCM) and the low fuel pressure warning on pages 38-43, a copy is attached with this letter.   Removing this “fuel filter cap” is not goingto cause this damage to the “tabs”.  This damage is caused by improper reinstalling the “cap” and turning/rotating it past the mechanical stop “tabs” on the fuel pump housing.  The vehicle came into Lakewood Ford service with this damaged “fuel filter cap” on it. It appears, sometime in the history of 64,929 miles on this vehicle,someone that is not familiar with service procedures of the DFCM and filter replacements has broken this filter housing and tabs on both the cap and pump.    The low fuel pressure warning light was a concern that would require further diagnostic procedures that would take time we did not have available until the following day. The fuel filters had already been replaced as is suggested in the owners guide for this concern.        On September 11th at 11:45am I received a phone call from Mrs. [redacted]. She told me about the road trip towing the 5th wheel trailer going south on I-5 and the loss ofpower. They had pulled into “[redacted]” in Olympia. The service people there were telling her the no power concern was because we at Lakewood Ford had broken the filter cap. I reminded Mrs.  [redacted] about the condition of the fuel filter cap when we had removed it the day before.   Mr [redacted] had been advised during their visit here the day before. The crack was old in appearance and I questioned her about the last time the filter had been changed before they had it done here at Lakewood Ford . Sheresponded telling me about the trip through Montana on their way to Alaska. The filter had been changed in Great Falls Montana, at [redacted] on 6/09/15 at 56208 miles.  I let her know that we have seen many of these caps with broken tabs. Some customers elect to have them replaced with a new one. Some customer’s say it’s been like that for over a year and elect not to buy a new one, cost $29.45. I let her know we were sorry to hear they were having troubles and that we didn’t mean for that to happen to them, but Lakewood Ford was not responsible for the damages. Mrs. [redacted] didn’t have any further questions or remarks and we ended the phone conversation on a pleasant note.                    I never spoke to or had any communication with the service advisor [redacted] or any other representative with [redacted] before or following this conversation with Mrs. [redacted].  Attached is a copy of the owners guide 2012 diesel supplement, please see the images, instructions  and warnings related to maintenance and servicing of the Diesel Fuel Conditioner Module “DFCM”  in this guide 38-43. I have enclosed our service advisor Gary's statement regarding this service provided by Lakewood Ford on Mr. [redacted]'s vehicle. Please review the 3 attachments and you will come to the same conclusions I have.   Jim G[redacted] Service Manager Lakewood Ford
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Lakewood Ford has investigated the complaint made by  Ms. [redacted].  She did bring her 2014 Ford Explorer showing 38,340 miles into the Service Department Wednesday, 30 December 2015 at 11:00 AM.  She stated the concern with the "Check Engine Light" was on.  A repair order was...

opened and Ms. [redacted] was advised that a preliminary estimate diagnostic charge for this would be $110.00.  This is documented on the work order #[redacted], she approved the order with her signature.  Lakewood Ford provided Ms. [redacted]  a ride to her destination in our Shuttle Van.   The vehicle and work order was dispatched to one of our Ford Motor Senior Master technician's, Rick H[redacted] for the diagnosis to determine the cause of the malfunction and illumination of the "Check Engine" light.    Failure code P0456 was stored in the EEC system, this failure code required further electronic pin point testing that was performed.  The test confirmed a failure related to the Emissions Vapor Management Valve and the EZ fuel fill valve.   Both failed parts where checked for any warranty coverage and no coverage was found under the basic warranty coverage and none was found under Ms. [redacted]'s extended Ford Motor CPO Power Train Care warranty policy.    The EZ fuel fill valve could be cleaned to correct it's malfunction, but the cost to replace the inoperative Vapor Management Valve would be an additional  $324.86 for parts and labors added to the $110.00 preliminary estimate.   As stated in the complaint, Ms. [redacted] declined to have the repairs completed.   Continued operation of this vehicle with the un repaired condition can cause other failures or damages to this vehicle Lakewood Ford will not accept responsibility for.    Now she wants the cost of the services provided refunded.   Ms. [redacted] can stop by Lakewood Ford's Parts and Service Cashier with the same credit card she paid the $118.81 including the sales tax, and we will credit a refund and back out the sale for the invoice.

Complaint: [redacted]I am rejecting this response because: I will not accept the fact that I spoke to someone about the check engine light when I dropped my car off on 12/30/15. The lady that called me to her desk asked what I was there for and I explained that my light was on and said what Puyallup Ford had done. She said I was put with Gary as my service advisor. She told me to sign a form and not once told me what it was. I figured it was stating that I was okay with leaving my car at the dealership. Once again, I was never informed that a diagnostic would be done and what the charge would be. The person that responded to this claim stated that I was aware of this and that my mileage at drop off was 38 thousand something. When in fact, the form that I have says the mileage was 54947. Also, I have a voicemail from Jim the Service Manager himself, stating that he agrees that I was not made aware of this charge before it was done.
 
I will be in today to collect the refund owed to me. But, wanted to have in writing on here that the charge was not made clear to me when I dropped off my car, nor was it told to me when someone called to tell me what needed to be done on my car. The only charges told to me at that time were the charges of what it cost to replace parts etc. When I declined those services, the person on the phone did not say that I would then just be charged for a diagnostic. Only when I went to pick up my car is when I was made aware that I was being charged for something. Sincerely,MRS. [redacted]

We have remailed a check to Ms. [redacted]. The first check was returned, and we have verified the correct address for correspondence.