Weaver's Auto Center

***, Here is our response to the complaint filedPlease let me know if I need to provide anything else. Ms*** brought her Ford Expedition to us on 4/16/for oil change serviceWe performed a full synthetic oil change as requested by the customerThe mileage was On
7/8/we received a phone call from Ms*** regarding she noticed that she had smoke coming from the exhaust and engine clanking noiseShe informed us that someone had advised her that she had no oil in the vehicleWe then advised Ms*** that we would send a tow truck to pick her vehicle up and bring it to the shop so that we could do some testing on the vehicleMs*** informed us that her insurance would pay for the tow to bring it to us. On 7/9/the Expedition was brought to us at the end of our working hoursOn 7/10/our Master Certified Technician started running test on the vehicle and checked current mileage on the vehicle which was at 171,milesThe first test was performed to verify the oil level, the test showed that the engine was quart lowFord has multiple issues with this specific engine and has even posted technical service bulletins about the problemsOne quart of oil consumption in miles is within Ford Specification for oil consumption with this problematic engine. After analyzing the test results our technician filled the vehicle to proper fill levelHe then continued further testing which resulted in being able to confirm the engine had a noise but did not have any smoke from the exhaust pipeMs*** had called shortly after the testing to confirm the noiseWe advised her that we needed to remove the valve cover to continue the test We informed her that this would be time and labor intensive and she agreed to have us continue testingMonday morning our technician finished up locating the source of the noise*** ***, Service Advisor, then call Ms*** to update her with the option to repair her vehicleThe first option was to replace the valve cove gasket and rocker arms, total for that repair was $After *** talked to Ms*** about the option she wanted to know if we were going to cover the repair and *** explained that the oil level was within Ford’s specification for oil consumptionWe also advised that the rocker arms are known issue with this engine and the rocker arms were what was causing the noiseThis is also discussed in Ford’s technical service bulletins about this engine. Ms*** didn’t want to pay to get the vehicle repaired and was angryShe expressed to our receptionist that she believed that the problem was covered based on the oil consumptionWe then called the local Ford dealer to get more information on this issue with this vehicleThey advised us that there is a Technical Service Bulletin on the issue, which we gave a copy of to Ms***When Ms*** came to pick up the vehicle she showed concern that we were not covering the cost of the repairs, we then gave Ms*** the option to talk to meI went over the info with Ms*** and explained this a Ford IssueProvided Documents supported by Ford for this issueI also waived the diagnostic charges of $that she previous agreed to have us do as an effort of good faith. *** *** OWNER PHONE ###-###-#### | FAX ###-###-####Vista Drive, Shawnee, KSweaversautocenter.com