Disappointed in my service. Fixed everything but my main concern. How do you call yourself a “professional shop” when you give a customer back their vehicle with the same concern, then ask for double the money to fix the issue that was supposed to be fixed in the first place. I’ve been a parts professional for 10 years and have worked on these vehicles on my own for 20+ years. No where else would you give a customer back their vehicle without knowing you completed the repair. Than tell the customer it leaks because it’s old they all leak. That’s why I asked for oil leak inspection… so I could fix the leaks because that’s proper maintenance.
Reply from the business:
Nov 23, 2023Hi Joe, you brought in your 2003 Ford Super Duty 6.0L diesel with 145,499 miles on it to our shop leaking a lot of oil and running on 7 cylinders. We had one of our ASE Certified Master technicians with over 25 years experience perform a thorough inspection of the truck. We discussed all of our findings with you and provided you a digital inspection with pictures to support our findings. There was a pool of oil below the turbo that ran down the back of the intake and down between the engine and transmission bellhousing. You authorized us to repair a heavy oil leak from the oil feed line to the turbo. (It was evident that the turbo had previously been removed and was missing a mounting bolt, which we replaced). You also authorized us to repair your loose steering, clunky suspension, leaking pinion seals, leaking transmission pan gasket, change fluid in your differentials, replace your #4 fuel injector, and perform an alignment. After all the repairs, your truck ran and drove much better than when it arrived. We performed a couple extended test drives of the truck before delivering it back to you. We also asked you to drive it for a couple hundred miles and bring it back so we could check to see if the turbo feed line was the only oil leak as the leak made quite a mess and it was very difficult to get it completely degreased. When you brought it back on Sunday 143 miles later, after picking it up Friday, you noted it was still leaking oil. We had our master technician degrease the truck again and run it for quite a while in order to positively identify the sources of the other oil leaks. We provided you with additional pictures of the other oil leaks which were not obvious during the original inspection due to the significance of the first oil leak (which we confirmed was properly fixed and no longer leaking). We then discussed the costs associated with fixing the other two oil leaks which are extensive repairs (one involves removal of the intake manifold and the other involves removal of the transmission). Due to the labor intensity involved in these other repairs, we were not able to get them completed in one day’s time in order for you to take your trip for Thanksgiving. We have been nothing but professional and transparent with you in everything we have done. We’re sorry that your truck has three oil leaks and not just one. Since you’re a parts professional, I’m sure you know that seals and gaskets get hard and brittle on 20 year old engines. I know you’re frustrated. We’re here to help people and we employ some of the best technicians in the area. We care a lot about what we do and how we do it. We also back our work with a 3 year/ 36,000 mile nationwide warranty. I’m sorry for how you feel about your experience at our shop. I hope you have a blessed week and a happy Thanksgiving