slavetoabunny
Well-Known Member
Whilehubby was away on his two week trip we had left his Explorer at the Ford dealer for some service work. He was having some transmission problems and a pinging problem. In addition, there was a nail in the front tire that we asked them to fix. The entire estimate for the work was about $2,500.
Imagine our surprise when we when to pick up the truck to be presented with a bill for $4,100! Ford's solution to the nail in the tire was to put four new tires on and replace the rotors and bearing. Granted, the tires were getting work out (we had just discussed needing new tires in the next 4-6 months) and I'm sure the rotors and bearings were getting worn out - BUT, the service department did not preauthorize this work with us.
According to the Consumer Protection Act, any repairs exceeding 10% of the original estimate requires customer approval. A big whoopsy on Ford's part and they actually acknowledged the fact that they messed up.
We took the truck down to our neighborhood Goodyear (where we both get tires) and had them pull Ford's (overpriced) tires off and put tires of our choosing on. We returned the tires for full credit and offered to pay Ford 10% of the original estimate for the balance of the unauthorized work. Knowing that they were in the wrong, Ford readily agreed to this and we got a credit for $1,355 back!
Kudos to Ford for doing the right thing without any argument. And, yes, we will go back to them. I'll bet there is a memo going out about making sure to have the customer approve any work before it's done.
Imagine our surprise when we when to pick up the truck to be presented with a bill for $4,100! Ford's solution to the nail in the tire was to put four new tires on and replace the rotors and bearing. Granted, the tires were getting work out (we had just discussed needing new tires in the next 4-6 months) and I'm sure the rotors and bearings were getting worn out - BUT, the service department did not preauthorize this work with us.
According to the Consumer Protection Act, any repairs exceeding 10% of the original estimate requires customer approval. A big whoopsy on Ford's part and they actually acknowledged the fact that they messed up.
We took the truck down to our neighborhood Goodyear (where we both get tires) and had them pull Ford's (overpriced) tires off and put tires of our choosing on. We returned the tires for full credit and offered to pay Ford 10% of the original estimate for the balance of the unauthorized work. Knowing that they were in the wrong, Ford readily agreed to this and we got a credit for $1,355 back!
Kudos to Ford for doing the right thing without any argument. And, yes, we will go back to them. I'll bet there is a memo going out about making sure to have the customer approve any work before it's done.
