So I just got back from being raped by the dealer. Maintenance package #4 according to my invoice. Oil change, fuel filter change, and transmission fluid change. Total was $530.xx

After scanning through the invoice, I noticed a few things that I was being charged for to which I know for a fact was not done on my truck. One small thing, was a $5 charge for washer fluid. They couldn't have put any in as I filled it up this morning. When I asked about it, he simply stated "Thats just how the invoice comes up" When I asked for him to take it off, he got pissy.

Backtrack to a little history. My truck has 97,353kms on it. I do not feel that it needs to be serviced under the special operating conditions. It isn't primarily used to tow, off road, or idle for long periods. According to the warranty/maintenance book, my t-case fluid should be changed every 240,000kms. I got conned in once on having it changed at 48,000kms. Then... i .

They tried having me change it again during my last visit. I said no. He almost demanded that I do it, but I refused. When I called him on his BS, he argued over the phone that they looked at the fluid in the t-case and it was black so it needed to get changed. I told him to stay out of the t-case and to not touch it any further. I said that it being black was not a reason to change it. I then gave him an example of changing the oil in a diesel. The next day it would be black. He stated that it wasn't the same thing, but couldn't give me a good enough reason.

He then stated that my spark plugs needed to get changed. I again called him on his BS. 100,000kms (62,000miles) does not require a spark plug change. My book states 144,000kms (about 90,000miles). This is what I have read on here. This is what my book states. After calling him on that, he got even pissier.

Fast forward to a new invoice. He comes back with it, staples it to the rest of the report, and asks me how I was going to pay. When I asked to finish reading the invoice, he says sure, rolls his eyes, and throws it at me.

At this point, I had enough. I kept back every urge in my body to punch this guy. Paid for the service just to get the keys back, told him he was a f'ing joke and left.

I've just finished filing complaints with Ford of Canada, and with the BBB. I will be calling the general manager tomorrow to further voice my complaint.

Now, was I wrong anywhere in this? The information I had came from the maintenance book that came with my truck from Ford.

 

Being a dealership tech, I'd say "No."

Now, playing the Devil's Advocate, I'm only getting your side of the story, I wasn't there, but from what you've said, I think the biggest problem was the advisor. $5 for washer fluid is garbage whether it needed or not. In any event, I would say he should have taken it off, if for no other reason than to appease the customer.

As far as the t-case, I can't remember what the scheduled maintenance interval is on the fluid, but my concern is that the fluid is black. I see his point that if it has turned black that quickly, that's not good. T-case fluid is just transmission fluid, probably Mercon V, and it should stay good and reddish in color in a transmission. In a t-case it should stay red in color even longer. If it's getting burned, there could be a problem. A good advisor (not even a great one) should inform the customer of the condition of the fluid as a symptom to a problem, not just recommend a flush. His bad for not knowing his business or how to explain it to a customer.

I usually recommend plug changes to customers sooner than the normal interval, just to try to prevent breakage. Once again, his bad for not making that clear to you. Either that, or he was just trying to shank you on some gravy. Either way, not doing his job correctly.

My main concern is not the technical aspects of your truck's condition and what is needed and what isn't, it's his attitude. I've seen good writers and bad writers, and it's all in how they approach the customer. Explaining clearly why something is recommended and what ignoring the advice (hence the title ADVISOR) can make all the difference. Getting upset and behaving like a spoiled child when you decline further service is the sign of a very poor writer. You want the writer to be someone you trust just as much as the mechanic who puts his hands on your pride and joy; you have to have confidence that he understands what the tech is telling him the vehicle needs and why, and also that he is looking out for you the customer, and wants to make sure your vehicle is in the best condition possible, or at least wants to make sure you are completely aware of the condition. Which doesn't sound like is a priority to him.

Bottom line, from someone who: wasn't there, didn't work on the truck, and didn't build it, break it or buy it. He has a poor attitude, which resulted in an angry customer, a lost sale for himself, the tech and the business, and a truck that may have concerns which were not correctly addressed.

 

You can save yourself some money by going to places like National Tire & Battery (NTB) they do the service maintenance same as the dealership for a lot less. An yea been there with another make years back raised hell an went to another dealership for service. An they sent me a survey on the service an let them have it an contacted the company bout it. He should have handled it better than that hate to tell him but there are other dealerships to go to besides his.

 

I am with you this is complete crap. And the $5 charge for washer fluid come on now. What washer fluid cost maybe $2 so the fact they are charging so much is crazy. I guess it pays to read everything and make sure they do what they say.

I had a similar problem with a company I used to use in that they would often not rotate tires when asked to. So I started marking them and making sure they were really dirty when I took it in for that service.

Hopefully you get something out of the dealer ship for the at least a free oil change or something.

 

It's those kind of stealerships that put a bad rap on all the rest. No you were not out of line. But I wouldn't take my truck back there even for a free oil change. As for the plugs, the scheduled maintaince books, should be changed. 62k miles is time to get them out of there. At least for the first time. Do you have a place that specalizes in 4WD? I would go by there and have them look at the tranfer case fluid and see what they say.

 

Well I just got off the phone with a service advisor at a different dealership. He had informed me (very politely I might add) that my maintenance schedule that I have been following was wrong. He said due to our climate (very cold winter and very dry summer) that I should have been following the SOC maintenance.

He said that under those intervals, my t-case fluid and spark plugs should have been changed. He did agree that my transfer case fluid should never turn black. I questioned him to what a maintenance schedule #4 entails, and he listed many things that I know were not touched. After I told him of my concerns and reasons why I believe certain things (that were paid for under this maintenance) were not done, he agreed that I had physical proof of a lack of full maintenance. He did state though, that since he had not physically seen the truck, that he could not be 100% correct on that, which I agree.

This service advisor did agree 100% however that the original S.A (or i should say S.O.B.) was way out of line. He offered to take a look at the t-case fluid for free as well.

I have left a message with the general manager at the original dealership to call me back to deal with the rest of this matter. I'm still a little upset about some of the work (no matter how small it was) that wasn't done. Paying $254.05 for an oil change and fuel filter change is way too expensive. If I believe that the rest of the work that was supposed to have been done, was actually done than this price would not be so bad. But again.... I doubt they did it.

Some of those services written in my maintenance book (under the both normal and SOC maintenance) that I know were not done are:
Inspect tires for wear, rotate, and measure tread depth. None of this was done on the 99P inspection and there are no remarks about it.

Inspect brake system (pads, shoes, parking brake, hoses, etc) Parking brake system was not checked on the 99P inspection, and the wheels were not removed to properly use the brake gauge, although it might have been checked through the spokes. If that was the case, only the pads themselves were checked.

Lubricate hinges, latches, and locks. Everything still looks nice and dry. and by dry, I mean still has old dirt and actually a spot of mud on one inside hinge.

Lubricate weather stripping. They also still have some mud and dirt on the inside that easily wipes off with a finger swipe. Nothing touched.

Clean battery terminals. Obviously not touched.

Replace wheel bearing grease. Since the wheels were never off, I don't believe they did this. Not positive on whether the wheels have to come off or not.

Again, if they did all of that, maybe the price isn't so bad, but I don't feel that the work was done.

The $230 for the transmission service was somewhat reasonable...ish. And apparently, all the oil to refill my engine only cost me $16.00. That did beat store price for buying synthetics.

And while I was typing this, the GM of the dealership phoned me back. After I stated my complaints, he said he will be talking with the service manager and then phoning me back. He did not sound very pleased with his service team at all. But who knows, I'll post more when I know more.

 

Final update.

The Dealership phoned me to bring my truck back in. After a series of b.s. and vague answers, I was given $80 back for the work that was not done. Not a lot, but it was equivalent to the work they had not done.

I did learn that the t case doesn't get transmission fluid, instead it gets transfer case fluid. I read the bottle myself. CXL-12.

Didn't get an apology from the service advisor that was a *****. Wasn't expecting one, and frankly I couldn't care. Atleast the dealership recognized that I wasn't happy and wasn't going to leave without something. They offered to finish the work, but I didn't have the time to babysit them.

Oh well, problem solved.