Weaver's Auto Center

[redacted], Here is our response to the complaint filed. Please let me know if I need to provide anything else. Ms. [redacted] brought her 05 Ford Expedition to us on 4/16/15 for oil change service. We performed a full synthetic oil change as requested by the customer. The mileage was 168415. On...

7/8/15 we received a phone call from Ms. [redacted] regarding she noticed that she had smoke coming from the exhaust and engine clanking noise. She informed us that someone had advised her that she had no oil in the vehicle. We then advised Ms. [redacted] 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 vehicle. Ms. [redacted] informed us that her insurance would pay for the tow to bring it to us. On 7/9/15 the Expedition was brought to us at the end of our working hours. On 7/10/15 our Master Certified Technician started running test on the vehicle and checked current mileage on the vehicle which was at 171,131 miles. The first test was performed to verify the oil level, the test showed that the engine was 1 quart low. Ford has multiple issues with this specific engine and has even posted technical service bulletins about the problems. One quart of oil consumption in 3000 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 level. He 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 pipe. Ms. [redacted] had called shortly after the testing to confirm the noise. We 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 testing. Monday morning our technician finished up locating the source of the noise. [redacted], Service Advisor,  then call Ms. [redacted] to update her with the option to repair her vehicle. The first option was to replace the valve cove gasket and rocker arms, total for that repair was $980.89. After [redacted] talked to Ms. [redacted] about the option she wanted to know if  we were going to cover the repair and [redacted] explained that the oil level was within Ford’s specification for oil consumption. We also advised that the rocker arms are known issue with this engine and the rocker arms were what was causing the noise. This is also discussed in Ford’s technical service bulletins about this engine. Ms. [redacted] didn’t want to pay to get the vehicle repaired and was angry. She expressed to our receptionist that she believed that the problem was covered based on the oil consumption. We then called the local Ford dealer to get more information on this issue with this vehicle. They advised us that there is a Technical Service Bulletin on the issue, which we gave a copy of to Ms. [redacted]. When Ms. [redacted] came to pick up the vehicle she showed concern that we were not covering the cost of the repairs, we then gave Ms. [redacted] the option to talk to me. I went over the info with Ms. [redacted] and explained this a Ford Issue. Provided Documents supported by Ford for this issue. I also waived the diagnostic charges of $415.80 that she previous agreed to have us do as an effort of good faith.  [redacted] OWNER PHONE ###-###-####  |  FAX ###-###-####6502 Vista Drive, Shawnee, KSweaversautocenter.com