Hi everyone,

I’m new here but am hoping to glean some advice on my situation with the dealership shop my truck is currently hostage at (Serramonte Ford in San Francisco). It’s a 2017 F-150 Lariat package. My truck is under warranty and I dropped it off with a list of things to repair while under warranty. Some of the issues were: passenger seat recline/lumbar inoperable, auto start/stop feature inoperable, sunroof track broken, rattle near turbo upon cold start. There were other things on the list but you get the gist. Some seriously expensive things need to be addressed.

I dropped my truck off on August 7. To make a long story short, I’ll post the main points. I follow up on a regular basis with the service department to check the status of repairs and am never given any specific details as to what’s been done. The standard statement is, “we’re working on it.”

It took more than 2 weeks for the dealership to provide me with a loner car and I had to do some work to get them to give me one.

August 30 I receive a notification to my phone through the FordPass app that my truck is “in deep sleep mode” to preserve the battery as it has not been started in 14 or more days. I contacted Ford customer support to make a complaint and have been through the runaround there too. Primarily because I have had to follow up with them multiple times and each person I talk to, I have to give the whole story all over again. They always say to me, “there are very few notes here”. Finally, on Sept. 9 I am assigned to a caseworker to help me deal with the dealership.

September 13 I’m called by Ford to let me know they contacted the dealership to check the status of repairs. They were given no estimated completion date and very little information as to what had been repaired. They said the vehicle is currently in a service stall being worked on.

Fast forward a few hours, 7:15 pm on Sept 13. Shop is closed but I stop by the dealership with my spare set of keys and ask someone from the sales department to please let me retrieve something I needed from inside my vehicle. Sales personnel unlocked the shop area for me and let me in.

What I found caused my blood to boil. Truck is in service lot, BOTH FRONT WINDOWS ROLLED ALL THE WAY DOWN AND KEYS IN THE CENTER CONSOLE CUP HOLDER.

I took pictures, rolled the windows up, grabbed what I needed and thanked the sales personnel for helping me get what I needed from my truck. I did not know what to do in that moment but as I’ve sleelessly been laying here, I realize I should have marched a manager down to the lot to show him my findings.

I paid $60,000 for my truck and never in a million years would I EVER leave the windows down over night. I live in San Francisco, the foggiest rainiest climate. It’s comparable to Seattle, WA. HOW LONG HAVE MY WINDOWS BEEN DOWN? I will never know and I’ll never know what other negligent things they’ve done to my truck.

I plan to return to the dealership tomorrow morning to ask to speak to a manager. I’m not a confrontational person so I don’t know how this is going to go over but I feel like I need a guy with me to have them take me seriously, which I don’t have.

Does anyone have any advice for me on this?

 

Welcome to the site..

Wow,, I’d be upset too.
Sounds like your doing what you can, but I’d go into service and demand to know what’s been repaired to date, and what’s hokding up the trucks release. If they don’t respond, contact the Area Rep to get involved. If they’re working with Ford Engineering on any of the punch list of items, it can take some time. Or, if a tech gets sick or?
I had an 03 SD I bought new in for repairs, and service had it for over a month. I was hosed, more so when picking it up the rear wheels were full of gear lube, spun onto my paint, my paint was scratched and the running boards dented from the lift.
At your point, more so if no time line is given, I’d get someone to represent me to put pressure on, or to push for a buy back. Normally a buyback must meet time down, and multiple repair occurrences etc. Or demand that it be taken to another dealer. But sounds as if they are either waiting for parts, engineering response, reoccurring placement in they’re work load mix, (windows down, outside) or a combo of all of them..