This is definitely a dealer issue not FORD. I agree with the others who have commented bring it to the dealer face to face and if the dealer doesn't make it right go to FORD management and I bet they make it right.

 

They are gonna be all nice until they look up the price of that new wheel!
I bet it is $400+
I agree with OP that said there was no regard for truck when they removed the cap to start. The guy probably had a tude to start with because he had to change them and they were new.I just love when I Pay and give someone my business and they are acting like they are doing ME a favor.Hopefully that is NOT the case. I am just waiting for someone to say "it's a truck"
Yeh it's MY truck and I wanna be the one to scratch/dent/beat whatever I want to it not someone else.
Sorry for the rant I hope I am wrong but I know where this is going
*Just a side note not to be overly negative but wait til those caps fly off because the jack wagon bent the clips installing them and then says you did it!!

 

Did they charge to change the tires based on the time you quoted? 5 hours at dealer hourly rate? I too had Goodyear AT Adventure w/Kevlar installed. Took my local tire shop about 45 minutes while I waited, charged me for the tires only, and scratched nothing . (By charging for tires only I mean they are usually identically priced to TireRack and Discount Tire but don't charge for mounting and balancing.) Sounds like you got gouged in more ways than one. As others have said, I'd head in and forget the letter writing campaign. The GM likely filed your letter in his circular file cabinet on the floor...

 

Okay. Ill join in. As a tech/shop foreman I see all kinds of screw ups. Some in house and many that just appear at our dealership but it all comes down to responsibility... and respect.

My best advice is that there is a right way and a wrong way for both the customer and the dealer to handle this. You need to give the dealer a chance to correct this but it seems like you are avoiding direct contact. As mentioned, you need to roll up to the service department with the truck, ask to meet with the Service Manager and show him the damage one of his technicians did to your wheels and tell him what the acceptable repair is. We all know that replacement of every damaged wheel is the only acceptable answer - we had an identical situation in the past year. We ate the wheels.

If, after meeting with a manager and demonstrating the damage and you get no results, fire off the survey and call Ford Customer Service though the latter is usually pointless in these types of situations as this is a dealer issue. Have you been a long term customer with this dealership both sales and service and parts? If so, this is where the sting of losing your business truly lies.

I wish you luck and success in resolving this.

 

As someone who has worked all manner of positions on both sides of the "counter" I believe a personal, face-to-face discussion is always best. Not a confrontation, but a simple explanation of the situation and your concern should be sufficient. If I were the dealer I'd be all over this to make it right - after all, I want you back as a repeat customer. But if the dealer doesn't have the customer first attitude then fire away to Ford corporate. My dealer has bent over backward to make me happy - that's why my dad and now me buy our vehicles there. Same family management team for 40 years with a real customer service attitude. Keeps us coming back.

 

I agree with the face to face discussion. My situation is similar. Upon receiving my new 2015 Platinum I experienced out of balance wheels. The dealer asked me to drop the truck off saying they needed my truck all day. I reluctantly agreed and made arrangements to drop it off. When I picked it up the tires were still out of balance so I inspected them to see if they actually did re-balance them. That's when I noticed several gouges on the black painted surfaces of the Platinum wheels. Three of the four wheels had deep long gouges coming from the back of the wheel going across the front painted surface. To me it appeared the tech used a flathead screwdriver to pry off the original stick on weights used for balancing. In doing so, the screwdriver must have slipped passed the weights and scratched the painted surface of the wheels. My guess is this happened when the weights broke loose or possibly when the screwdriver slipped passed the weights. Never the less, this happened on three of the four wheels. I was not happy. Brand new truck with my first trip to the service center. So, I drove it back up there and asked the service writer, the person I dealt with, to come outside and look at the wheels. He agreed that it did appear to be from the tech but needed to show it to the Service Manager and asked if I could leave it with him. Again, I agreed and was called back at the end of the day. They all agreed it was their fault. My option was to receive a service credit or have the wheels repainted by their body shop. Um, ok. I chose to have them repainted but I was not happy those were my only choices. I sucked it up and dealt with my concern of not being offered new wheels like a big boy. Long story short, they repainted the wheels to my satisfaction. To this day, even though I have taken the truck to another dealer, the wheels/tires still won't balance properly. They are the Michelins.

 

is it really balance oir is the tire out of round ? (road force balance would show that)..
I use balance beads in my tires, cause I just can't seem to get a decent balance done anywhere. (and with 6 tires, its constantly a pain in the rear)..

 

The survey will mean nothing to your potential outcome, good or bad. So send it in.

I never heard one word from Ford over two scathing dealer survey's I gave. First was for the finance manager ALTERING my contract trying to hide the private cash incentive and the second for refusing to honor the first "free" oil change on my sales agreement.

 

You may have the death wobble or the rear wheel hop. Tire balance isn't the culprit. Plenty of info fliating around about these.

 

I would have brought the truck back as soon as possible after finding the damage, less chance of it being laid off on you, not saying they would, but you never know. I agree with everyone here, face to face is the best route.

 

In my op, face to face is the only route unless the dealer is prohibitively far away.