Lookout Ford, Inc.

Complaint2014 Ford Focus UNDERCAR ENGINE SPLASH SHIELDLookout Ford technicians failed to properly re-secure the engine splash shield(part number FOXXXXXXX as far as I know) on my 2014 Ford Focus during an oil change sometime in the past year. When I brought it in for the most recent service in May the shield was beat up and likely needed to be replaced at some point due to their negligence. While fixing an unrelated engine oil leak discovered on the visit, Lookout Ford technicians lost the damaged (but still functional) engine splash shield and tried to lie about it being re-installed already. After literally dozens of attempts both in person and on the phone at getting the service manager [redacted] to replace with a new engine splash shield I came to realize this service department is not capable of delivering a resolution. I additionally contacted Ford headquarters and had a case number (casXXXXXXX) opened up in early July that apparently did nothing to motivate Lookout Ford to even contact me in regards to their failure.Desired SettlementProvide me with a new engine splash shield along with the required screws to re-install in the proper location, at no cost. I will do the work myself and do not want Lookout Ford touching my vehicle again.More Information Received From the ConsumerThis complaint was resolved by the business after being contacted by Revdex.com.More Information Received From The BusinessGood Morning:Our Service and Parts Director; [redacted] contacted Mr [redacted] last week and agreed to replace the plastic shield under their vehicle. On Saturday; August 13th; the plastic shield was replaced and the customer left the dealership.We will contact him today to make sure he is happy with the repair. Please contact me with any questions at XXX-XXX-XXXX or by email at **@lookoutford.com .Sincerely[redacted]-General ManagerLookout FordXXX-XXX-XXXX[redacted] (FAX)

Lookout Ford Service Department charged diagnostic fee when covered under Ford extended warranty program.My truck (2005 Ford FXXX XX,154 miles 10 yrs old) had been running rough, so I did some research and discovered that Ford Motor Co. had put out and extended warranty program called Customer Satisfaction Program 07M08. This program covered 2005 model year F150's with 5.4L 3V engines, which directly applies to my truck. The program was for faulty fuel injectors that had been placed in some of the engines at the factory. The bulletin stated that, "The fuel injectors in your vehicle may stick in the open or closed position. This condition could cause check engine light illumination along with hard starting or rough running, and in some instances could result in damage to other powertrain components. ... to a total of 11 years or 120,000 miles". This described the exact issues I was having with my 05 F150. I printed the bulletin and took the truck to Lookout Ford in Morehead City on April 15, 2015. I showed an employee working in the service department named [redacted] the bulletin and explicitly told him that the check engine was on due to what I believed was a faulty fuel injector. I told him I wanted the truck to be repaired per the customer satisfaction program and that no other work were to be performed or money spent without my say so. [redacted] assured me that they would look into the bulletin and take care of my truck. I again repeated myself, very deliberately, about how I did not want any other work performed on my vehicle other than what was covered in the program. Over the course of a few days, I attempted to contact [redacted] about any updates on my truck, with little luck. I left messages for [redacted] to call me back, he did not. It took almost a week to finally get [redacted] on the phone to inform me of what the situation was on my truck, and only when I finally went in face-to-face did I receive a direct answer. Now my truck had been at the dealership for almost a week and I came to find out that they had found a faulty injector but had done nothing to get the part or contact Ford, per their protocol, to approve the repair. I was very frustrated at this point. I told them to get the part and contact Ford, but to only concern themselves with the faulty injector. I was told that I would be contacted when the repair had been completed. A couple days later I had still not heard from the dealership, so again I called them. I spoke to a girl in the service department who told me that [redacted] was out, again. She did look up any information that was available, which was almost none, and even tracked down the tech that was working on my truck, and asked him what the situation was. I told her that I was just going to come get my truck and that I wanted [redacted] to call me in the morning. [redacted] did not return my call again, so again I called there. I told him that I was coming to pick up my truck. He informed me the injector had been replaced already, but no one had called me when the truck was finished. When I went in to pick up my truck on April 24, I was told [redacted] was not there. I then received a print out of the services for my truck and the costs. I saw that I had been charged a diagnostic fee of $115 USD. This was to check the codes on the check engine light, which 1. I could do for free at any auto parts store, and 2. is covered by the customer satisfaction program, which states, "Ford Motor Co has authorized your dealer to DIAGNOSE and replace any stuck open or closed fuel injector free of charge (parts and labor) under the terms of this program." Being charged for a service that I did not request and is directly stated as being free of charge in the service bulletin is unprofessional and a bad business practice. The service manager stated they had to run the diagnostic to see if the program applied but the diagnostic is covered by the program itself, which Ford reimburses the dealership for. This is "double-dipping". I will not do business there again and want to be refunded the fee.Desired SettlementI would like a refund for the amount charged for the diagnostic fee in the amount of $115 USD.Business Response /[redacted]/Contact Name and Title: [redacted]-Gen MgrContact Phone: XXX-XXX-XXXXContact Email: **@lookoutford.com[redacted] brought in his 2005 F150 VIN#1FTRFXXXXXKCXXXXX with 232,639 miles to our dealership's Service Department for a check engine light and a rough running concern. He explained to the Service Advisor that there was a Technical Service Bulletin (hereafter referred to as a TSB) that he thought applied to his vehicle matching his concerns and the repairs pertaining to the bulletin should be done at no charge to him. The Service Advisor explained that there would be a diagnostic fee of $115.00 to diagnose the check engine light to determine the cause of failure. He also stated that if the diagnosis revealed the cause of failure to be related to the TSB in question; then the diagnostic fee may be included in the repair covered by the TSB. The Diagnosis revealed a "Base Timing Issue" which would require additional testing and possible engine disassembly to locate the 'root' cause of failure (not related to the TSB). During Diagnosis; the technician did find a fuel injector malfunctioning that was covered by the TSB but not the cause for the 'rough running' concern or the "Check Engine" light. (see attached document showing showing (8) additional codes responsible for the 'rough running' and "Check Engine" light condition. We were able to replace the 1-fuel injector under warranty due to the TSB. The "Check Engine" light and rough running condition are still present. The customer declined any further diagnosis to the engine. The Service Advisor in question mentioned did speak with the customer on numerous occasions; however they did have problems reaching each other at times due to the customer's workplace. We apologize for any inconvenience to the customer this may have caused. It is normal procedure to charge a Diagnostic fee for any vehicle outside of the Manufacturer's Warranty to determine the cause.Respectfully,[redacted]General ManagerLookout FordMorehead City, NC