Louisburg Ford does not record any phone calls, so we do not have a recording to offer Here is a summary of eventsMr [redacted] brought his Ford Fin on 8/26/with a complaint of engine running poorly, smokes and a knocking sound from the engineMr [redacted] advised he had an extended warranty through ASC We performed diesel diagnostic steps and found that the computer had failure codes for the #and #injectors and the EGR valveThe service advisor [redacted] called ASC warranty and started a claim ASC warranty denied coverage on the injectors and EGR valve [redacted] contacted Mr [redacted] and explained that ASC warranty would not cover the cost to replace his injectors or EGR valveMr [redacted] approved the cost of $for the injector and EGR valve replacement [redacted] advised him that he had $in his rewards account that could be applied towards the cost of repairs Mr [redacted] agreed and approved the total final cost of $on 8/ Injectors and EGR valve were installed The truck ran better however it still had the engine knock and some smokeDue to the location and sound of the engine knock our recommendation was to replace the engine assembly with a remanufactured engine [redacted] contacted ASC warranty and they advised him that they would not approve any engine repairs until the engine was torn down and the failed part determinedThey said that they do not replace engine assemblies They also stated that the cost and approval to tear down the engine would have to be approved by the customer [redacted] contacted Mr [redacted] on 8/and advised him of the status of the repairs, that the fuel injectors and egr valve had been replacedHowever, the engine was running better but the knock and some smoke continued [redacted] explained that his warranty would not approve for the engine to be removed and torn down to determine the cause of the knock and he needed his approval to proceed [redacted] explained that the engine removal and tear down would cost an additional $ Mr [redacted] approved the additional cost of $ The technician removed the truck cab and engine and disassembled the engine and determined that the #connecting rod bearing was excessively worn and causing the engine knock [redacted] contacted ASC warranty for Mr [redacted] and provided the results of the engine disassembly and that the #connecting rod bearing had failedASC warranty advised [redacted] at that time that his contract had a maximum engine claim payment of $ ASC warranty approved the $claim paymentOn 9/ [redacted] called Mr [redacted] and explained what we had determined to be the cause of the engine knock [redacted] advised that he contacted ASC warranty and obtained approval for their maximum engine claim payment of $ [redacted] explained that the engine short block would need replaced Mr [redacted] requested that we replace the high pressure oil pump as well as installing ARP aftermarket head studs while performing the repairs [redacted] quoted Mr [redacted] a total of $13,for the repairs including the original repair of $1433.84,engine tear down of $and the additional parts he asked to have replaced which cost $and the short block assembly and related parts gaskets etcMr [redacted] approved the repair total stating to [redacted] “ok I have to have it done” The engine short block was replaced and cab reinstalled over the next weeks during which time [redacted] kept Mr [redacted] informed of the status of the repairsThe truck was rechecked and test driven on 9/and 9/ Mr [redacted] called [redacted] on 9/to check on the truck [redacted] advised him the truck was ready and that everything was completed as discussed and the total was $16,with ASC warranty paying $and after applying his rewards balance of $the balance he owed was $13, Mr [redacted] asked if this was an” end of the week joke” [redacted] reminded Mr [redacted] that this was the amount he had approved on 9/ Mr [redacted] stated “ you guys might have to keep the truck for a little longer than you thought because it’s going to take me a while to come up with the money.” On 10/at 7:58am Mr [redacted] sent an email to [redacted] (owner) stating he had concerns regarding his bill [redacted] along with Service Manager [redacted] contacted Mr [redacted] at 11:48am on 10/ We spoke to Mr [redacted] on speaker phone together I went over with Mr [redacted] each amount approved and what it was for as well as when the approval was givenI explained that with an original approval of $plus an approval of $1500(using his figures from the attached email) and $in additional parts that he requested to be replaced, we were at a total of $without the engine short block at $or any of the labor to reassemble the engine and cabMr [redacted] stated “ yea I was adding it up in my head, I don’t know where I came up with $4500.” We then talked to him about payment options like the Ford credit card or a loanHe stated that he already had a Ford credit card however the available balance was only $Mr [redacted] asked how long we could give him to come up with the money I told him we would work with him however, we would like to have it paid by 10/ He stated that he would most likely need longer I said we will work with you as long as you are making payments and staying in touch with us Mr [redacted] thanked us and hung up On 10/Mr [redacted] called and spoke to [redacted] He stated he was attempting to obtain a loan through a bank to pay for his repair bill He asked [redacted] to email him a copy of the invoice that he could provide to the bank The invoice was emailed to Mr [redacted] shortly after the request
Louisburg Ford does not record any phone calls, so we do not have a recording to offer Here is a summary of eventsMr [redacted] brought his Ford Fin on 8/26/with a complaint of engine running poorly, smokes and a knocking sound from the engineMr [redacted] advised he had an extended warranty through ASC We performed diesel diagnostic steps and found that the computer had failure codes for the #and #injectors and the EGR valveThe service advisor [redacted] called ASC warranty and started a claim ASC warranty denied coverage on the injectors and EGR valve [redacted] contacted Mr [redacted] and explained that ASC warranty would not cover the cost to replace his injectors or EGR valveMr [redacted] approved the cost of $for the injector and EGR valve replacement [redacted] advised him that he had $in his rewards account that could be applied towards the cost of repairs Mr [redacted] agreed and approved the total final cost of $on 8/ Injectors and EGR valve were installed The truck ran better however it still had the engine knock and some smokeDue to the location and sound of the engine knock our recommendation was to replace the engine assembly with a remanufactured engine [redacted] contacted ASC warranty and they advised him that they would not approve any engine repairs until the engine was torn down and the failed part determinedThey said that they do not replace engine assemblies They also stated that the cost and approval to tear down the engine would have to be approved by the customer [redacted] contacted Mr [redacted] on 8/and advised him of the status of the repairs, that the fuel injectors and egr valve had been replacedHowever, the engine was running better but the knock and some smoke continued [redacted] explained that his warranty would not approve for the engine to be removed and torn down to determine the cause of the knock and he needed his approval to proceed [redacted] explained that the engine removal and tear down would cost an additional $ Mr [redacted] approved the additional cost of $ The technician removed the truck cab and engine and disassembled the engine and determined that the #connecting rod bearing was excessively worn and causing the engine knock [redacted] contacted ASC warranty for Mr [redacted] and provided the results of the engine disassembly and that the #connecting rod bearing had failedASC warranty advised [redacted] at that time that his contract had a maximum engine claim payment of $ ASC warranty approved the $claim paymentOn 9/ [redacted] called Mr [redacted] and explained what we had determined to be the cause of the engine knock [redacted] advised that he contacted ASC warranty and obtained approval for their maximum engine claim payment of $ [redacted] explained that the engine short block would need replaced Mr [redacted] requested that we replace the high pressure oil pump as well as installing ARP aftermarket head studs while performing the repairs [redacted] quoted Mr [redacted] a total of $13,for the repairs including the original repair of $1433.84,engine tear down of $and the additional parts he asked to have replaced which cost $and the short block assembly and related parts gaskets etcMr [redacted] approved the repair total stating to [redacted] “ok I have to have it done” The engine short block was replaced and cab reinstalled over the next weeks during which time [redacted] kept Mr [redacted] informed of the status of the repairsThe truck was rechecked and test driven on 9/and 9/ Mr [redacted] called [redacted] on 9/to check on the truck [redacted] advised him the truck was ready and that everything was completed as discussed and the total was $16,with ASC warranty paying $and after applying his rewards balance of $the balance he owed was $13, Mr [redacted] asked if this was an” end of the week joke” [redacted] reminded Mr [redacted] that this was the amount he had approved on 9/ Mr [redacted] stated “ you guys might have to keep the truck for a little longer than you thought because it’s going to take me a while to come up with the money.” On 10/at 7:58am Mr [redacted] sent an email to [redacted] (owner) stating he had concerns regarding his bill [redacted] along with Service Manager [redacted] contacted Mr [redacted] at 11:48am on 10/ We spoke to Mr [redacted] on speaker phone together I went over with Mr [redacted] each amount approved and what it was for as well as when the approval was givenI explained that with an original approval of $plus an approval of $1500(using his figures from the attached email) and $in additional parts that he requested to be replaced, we were at a total of $without the engine short block at $or any of the labor to reassemble the engine and cabMr [redacted] stated “ yea I was adding it up in my head, I don’t know where I came up with $4500.” We then talked to him about payment options like the Ford credit card or a loanHe stated that he already had a Ford credit card however the available balance was only $Mr [redacted] asked how long we could give him to come up with the money I told him we would work with him however, we would like to have it paid by 10/ He stated that he would most likely need longer I said we will work with you as long as you are making payments and staying in touch with us Mr [redacted] thanked us and hung up On 10/Mr [redacted] called and spoke to [redacted] He stated he was attempting to obtain a loan through a bank to pay for his repair bill He asked [redacted] to email him a copy of the invoice that he could provide to the bank The invoice was emailed to Mr [redacted] shortly after the request