Spradley Barr Ford

I called and spoke to the customer he is supposed to come in tomorrow at pm

We did not take the vehicle back was because the customer had inquired well over times about the vehicle and knew the vehicle would not fit in the garage in fact the sales person had worked with him so much knowing that he did want to get the new truck that she looked at multiple ways for the customer to be able to purchase the car including looking into what the cost would be to extend the customers garage to fit the vehicle the sales person found that It would be rather expensive to go that route so she had found a different bumper that could go on the vehicle to make it so the vehicle would be a little shorterthe customer was then offered the opportunity to bring it home again and instead the customer stated that he would rather go ahead and complete the purchase

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I am not sure if it is misinformation or lack of experience, but what you are saying doesn't make any senseThe inlet of the turbo (which is what you are referring to as the "intake" side is part of the same housing as the outlet (which is the part exposed when the technician removed the crossover pipe)They are not separate assemblies or anything as you are implying, in fact, quite the oppositeThe inlet and outlet of the turbocharger are adjacent to each other and share the same housing less than inches apartThey are technically "one" together in the flow pathAir enters the inlet and flows through the outletWith that in mind, it's very clear that anything dropped in the outlet ends up in the inlet; because there is nowhere else for it to goI have attached a picture showing the inlet (Red Arrow) and outlet (Blue Arrow) of the turbo in question for you to referenceAnd as for damage to "the back of the blades" - turbo wheels are single sided, there is only a "front" to them, no "back"They are pressed against what's called a backing plateRegardless, I'm not here to educate you on turbosThe proof that Spradley Barr is responsible for the damage is irrefutable- The truck/turbos entered the dealership with no damage- Technician removed the crossover pipe to complete the oil change (Proven by the wrench left in the engine bay, and the simple fact that the crossover pipe must be removed to access the filter)- The truck did not make it home from the dealership due to destruction of the turbochargers- Determined by a 3rd party shop, and different turbo authorities that a foreign object passed through the turbos with the system apartAgain, I am not prepared to take no for an answer in this matterIt is shocking to me that Spradley Barr refuses to stand behind their mistake and make this right Regards, [redacted]

I did take days to answer back but not do to the fact that I was silent I actually took the pictures that [redacted] sent me and personaly spoke with my sevice manager, as well as two of my [redacted] master certifed diesel mechanics that have been working on diesel trucks for well over years, I also spoke to the lube tech that did the oil change from that I gathered the information to make sure that we where not at faultInfact I wanted to be absolutly sure that we did not create this issue, first of all I spoke to the lube tech that performed the oil change and he was very adamat that he did not unhook the tube that [redacted] is talking about, infact he told me that the service advisor had instrucked him to remove the tube to get the oil filter out, but he said that he did not need to remove that tube to get it out and is more than willing to show [redacted] how to do it without unhooking that tube, on top of that I spoke to his shop that he brought the vehicle to and the wrench that his shop found was a 10mm wrench and his shop informed me that the bolt that would need to be removed is an mm bolt, so that wrench wouldnt even workAfter speaking to my mechanics as well as his I found out that something would have had to been sucked in through the intake side of the turbos to create the damage that was in the photos and our shop did not do any repair or cleaning to his intake which is the side that it came inI also investigated to see if there was any way possible that if my mechanic was not truthful to me and did remove that part what the likely hood is that something fell all the way down and some how rolled or slid to the front side of the turbo blades to create the damage, what was said by all the mechanics I spoke to it would be almost imposibile infact what one said this would be a miracle, so after all the discussion with the techs as well as the other managers we came to the decision that it was not our wrong doing that created this issueI do feel bad that this has happened to [redacted] and we hope that he will continue to do business with us

I am sorry that you feel that we did not do the correct repair, but after reviewing the service ticket I realized that you came in for numerous repairs, including Check Engine Light, Hard to Start, Vehicle is Dying, Black Smoke from exhaust, of which another shop tried to clean the DPF We Verified the Check Engine Light, Hard to Start, Vehicle Running Rough and Black Smoke from the ExhaustWe Performed Diagnosis and found EEC Check Codes ***, [redacted] found engine oil overfilled and exhaust indicates fullchanged oil, Reprogrammed Modules to latest calibartion and attempted manual regen and that failedThen we did an exhaust pin point check and found partial throttle so we replaced pedal assembly, then we did a retest now it would go into regen, but the regen was failingso we did an additional retest EEC and found different codes [redacted] ***, performed pinpoint check of fuel trims, fuel trim was on cylinder so we checked compression and they all tested okso we removed and replaced #fuel injector and retestCheck Engine light is off and vehicle does not hard start at this time, the vehicle does not run rough at this time But there is still visible black smoke from exhaust, we suspect internal DPF damage and then we quoted a cost for that repair and that is where we stoped we did quote a cost to you for the fix of the dpf we would be more than willing to take another look at the vehicle to verify repair and get you a quote on that portion of the repairAs for a full refund of the other repairs we have done we do not feel that is a fair request do to the fact that we did repair those issues

Complaint: [redacted] I am rejecting this response because: Regardless of what size wrench was actually left in the engine bay, there is no other reason to have a wrench there aside from taking all of that apartIt is very clear that your tech was indeed pulling that apart, because there is no other aspect of an oil change that requires a wrench inside of the engine bayThere is not even a dispute that the wrench that I still have in my possession is your tech's wrenchThere is no question that he took that apart, and the wrench left in the engine bay shows neglect and inattention to the job he was performing, end of storyI have attached pictures of the turbo set up in question, in which you can clearly see that the outlet of the atmosphere turbo is clocked in such a way that the passage down into the intake is both downhill, and very easily exposed with that pipe offThe entire intake system has been inspected and without question, is still perfectThere is absolutely no way that anything foreign made its way into the system while it was togetherThe shop that found the damage insisted that there was no way that something compromised the systemI will reiterate that the truck NEVER made it homeThe FIRST hard acceleration after leaving the dealership is when the turbos ingested the objectThere is absolutely no way that anything happened to them in the very short drive I made before they were destroyedThe truck drove into the dealership without issue, and didn't make it homeJust to clarify - the shop that pulled the truck apart echoed that something had to have been introduced to the system while it was apartThe shop owner is willing to submit a statement to validate this.Again, I haven't even asked for the full cost of repairs, just the repairs made to the turbochargers themselvesI understand things happen, but I expect Spradley Barr to stand behind this mistake Regards, [redacted]

As I said before, the object that destroyed the turbos came from the intake side of the first turbo which was not taken apart, the part that you are saying was taken apart is in between the two turbos so I could understand if just the second turbo had been damaged, or if the back of the first turbo fins where damage but the damage shows that the damage started on the front side of the turbo which we did not take apart if you can take and find the foriegn object that created the damage then I would be more than happy to re look at the cost of damages, other wise we will not participate in the costs of the turbos

We are currently working with [redacted] to try to get the reimbursement to the customer as fast as we can

I am sorry that you are unhappy with the response but you did sign all the legal contracts that day I have received a request from the service department that you no longer would like to have the [redacted] , bedliner or the nitrofill that you purchased for the vehicleand I would be willing to reimburse you for those products