Complaint / review text:
Our 2008 F350 Diesel Truck started having engine trouble. (It was knocking & smoking white smoke= usually this is signs of an injector) The truck only has 57,000 miles on it. So we made an appointment to get it fixed at the closest Ford dealer, Greiner Ford Lincoln Mercury in Casper Wyoming.
When we took the truck in they asked again what the problem was & we told them that we thought it was a injector. The service Person (Pam Morey) Informed us it probly wasn't an injector but if it was our warranty Would NOT cover it. Pam said that the truck would be done that evening. At 6 pm She calls & says they haven't even looked at it.
The next day Greiner determines that it IS a injector & the high pressure fuel pump. Pam Calls & says that they took a fuel sample & the fuel was dirty (When asked where they got the sample they said Fuel sample was taken from the water fuel Separator) Next they asked for maintenance records & then receipts since we maintenance our own vehicles. It took awhile to go back thru 3 years worth of records & receipts but we did provide Greiner & Pam w / all requested info.
After a week of being in the shop Greiner then decides the records & receipts aren't enough - They need to drop the fuel tank & look inside. After all of this they still determine that Warranty will not cover it. Pam told us 3 different reasons (dirty Fuel, Contaminated fuel & Negligence of maintanance) Why warranty will not cover our trucks problem. Pam & Greiner have spent 3 weeks going out of their way of trying to prove why they can't warranty our truck, Instead of honoring the warranty & fixing it.
We have called the toll free Customer service hot line & tried to get to the bottom of this but Since Pam & Greiner have submitted this issue the way they did the reps will not fully investigate the issue at hand. We asked Greiner if we could see the fuel sample but the would not show us. We also asked if we could get a second opinion & they informed us that it wouldn't matter - what they submitted is final & it doesn't matter what the truth is.
The Truck itself has a 100,000 mile warranty on the engine & we also purchase the best extended Ford warranty that also covers the engine & everything else from bumper to bumper.
Greiner has been very uncooperative with us as well as being rude & Very unprofessional. There was over a 1/2 tank of fuel in the truck when we took it in & when we picked it up to take somewhere else to be worked on since they are inept the fuel tank was still on the back of the truck & was bone dry!
I believe they are profiling & discriminating against us. Why would we buy a vehicle & go the extra mile & buy extended warranty to "be negligent" (as Greiner stated)??? Why can they decide what the warranty will & will Not cover? Warranty work is a gaunteed pay check. The "premium care" extended warranty has cover previous injectors in our Fords w / out any trouble before!