ComplaintsforMike White Ford of Coeur d'Alene

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing concerning my 2016 **** F-350. This vehicle has been in the possession of **** White **** since it was driven and submitted to the facility on August 10th, 2023. It has come to my attention that my vehicle has incurred damages while under the care of this business.At the time of delivery to **** White ****, my vehicle was fully operable despite a small oil leak. Now, however, the truck is unable to be driven because of the large amount of oil it is leaking. It is distressing to note that the truck is now inoperable and leaking significantly more oil even though it was in working condition when entrusted to the care of this facility The procedures undertaken to rectify the oil leak have proven ineffective and exacerbated the original problem. The technicians used measurements obtained through borrowed tools to commission a sleeve from a third-party company to cover the crankshaft aiming to resolve the oil leak issue. Regrettably, after the installation of the third-party sleeve, a test drive revealed that instead of stopping the oil leak, it resulted in a more pronounced leakage. I was told that the vehicle leaked an entire quart of oil during its initial test drive after the sleeve installation. I was further advised that I should add oil if planning to drive beyond one mile because the truck would leak at least one quart per mile.Despite these complications and the escalating oil ****************** White **** has not conducted any further diagnostic testing or inspections on my vehicle. This lack of follow-up includes an absence of investigation into the installed sleeve's functionality and effectiveness.It is also important to note that the head of the service department has stated on multiple occasions that he was unaware of my vehicle being in the companys possession until December. This lack of awareness and mismanagement within the service facility is deeply concerning and is evidence of the poor quality of work being performed.

  Business response

  01/22/2024

  To whom it may concern;
  
  ****************** 2016 F-350 was driven into our service department on July 13, 2023 with an oil leak concern. The truck had recently had an aftermarket engine installed at an independent shop out of state. We completed the initial inspection on July 13th and determined the leak was coming from the bell housing and the transmission would need to be removed to determine if the origin was the rear main seal or something else. 

  Customer and the aftermarket engine company approved to remove the transmission and replace the rear main seal if needed or advise of another failure. Removed transmission to access origin of leak on August 11, 2023. During this time, we removed the rear main and determined that the seal was leaking due to the crankshaft being pitted not allowing the components to seal properly. With this information repairs were paused,and we contacted the customer and the aftermarket engine company. 

  Given the nature of the failure, the recommendation was to replace the engine. A replacement engine was not available at the time through **** or the aftermarket engine company. On September 25th we received an e-mail from the installing shop that the aftermarket engine company would credit **************** the amount of the engine and $75/hour towards labor because they could not provide a replacement engine. 

  At some point during this period a secondary conversation was had around the option to install a sleeve to seal the leak (since a replacement engine could not be sourced immediately).**************** independently got approval from the other shop and aftermarket engine company to proceed with the install of the sleeve. Both **************** and the other shop understood that this sleeve would be custom made and would potentially not remedy the leak, still requiring engine replacement. 

  The sleeve was replaced at the beginning of November and the truck is still leaking, and leaking more oil than we would recommend driving the vehicle. To verify the leak was not a workmanship issue, we removed the transmission again, the sleeve is installed correctly but still the crankshaft is too pitted to allow the seal to seat properly. We are still recommending engine replacement and are currently working with the aftermarket engine company to determine the warranty process moving forward.
  
  ****************** vehicle has not incurred damage as he stated. It is leaking more oil after a repair that was understood by all parties to potentially not be a permanent repair, requiring engine replacement anyways.It was only completed because a replacement engine cannot currently be sourced. 

  ****************** primary concern is that the company that provided the engine only warranties labor up to $75/hour and he would have to pay the difference in labor and parts. After the sleeve was installed and it was determined to still need an engine, **************** requested to take the vehicle back to the installing shop in *******. With the current leak, it is not recommended to drive. We recommended to tow the vehicle if he wanted to take it back to ******* to have them complete the engine repairs. This expense would be ****************** as the warranty does not provide tow coverage.
  
  We continue to communicate with the engine provider regarding coverage moving forward. We have sent all requested photos and documentation to them. We expect to have an answer this week regarding the next steps. Once we have that information, we will provide **************** with all the information so he can determine how he would like to move forward with repairs.
  
  Thank you,
  
  Chelsea White

• Initial Complaint

  11/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In November 2023, I had a repair completed on my **** fusion. The mechanic had a part left under my break pedal, that I found while trying to break on the highway, resulting in the use of the emergency break and pulling over. When taking it back for repair, rhe Manger was rude and explained the installer did it correctly. Once receiving the car, the part was found to be installed incorrect a second time. The management team said they would call me back, and now I am unable to get in contact with them for resolution. The car is beginning to make other noises from the parts they repaired as well.Please email me for more specific and I can provide it, as well as pictures of this major incident.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I traded in my 17 **** F250 and bought a 22 **** Maverick **** my end date for my 10 day pay off was **** this is the date they sent my pay off via snail mail. My bank didnt receive the payoff until July 5th taking the extra $ from my savings. I was merely trying to contact ***** in finance and my salesman ***** as I had questions, I could not reach them via email nor by calling as they werent in or with someone? Communication during my trade in/purchase/accessories/etc was horrible, I felt ghosted after the sale and when I messaged ***** this I got back were good people! I had also spoken to **** in finance in which he spoke in circles then stated hed call me back never did!***** had told me during his spiel while test driving, you could probably pocket $5,000/$6,000 and he said I could throw in the bed cover, of course did not in fact ***** wrote in more than my payoff stating I would get a $50 check back, did not?I initiated the walk around and found the rear mats missing, passenger side decal pealing and picked the bed cover which ***** knew nothing about? When these items came in ***** called to make an app. for install. After they were done, he showed me, I didnt get any paperwork which I later requested.The first time I let my tailgate down I was taken aback finding scratches on my tailgate from one side to the other that were not there prior. I took pics and a video and sent them to *****. He had me come back, he took my truck and when done he stated they buffed what they could! He stated we dont have a body shop, then he said he look a the camera footage and saw they had cardboard down and I stated okay the scratches werent there. I left and wrote a review and later was contacted by ************************* and the conversation went well, I went in and straight away it turned from care/concern to a joke. He looked at the scratches, then wanted to offer mud flaps?Just discovered they put my bed cover on crooked? Sent ***** pics no reply?

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a complaint against **** White **** here in ************** ID. I took my ********************* for transmission problems. Theyve had my car for almost 2 months and its gonna be longer due to AJ the rep I have been dealing with. ** has no idea whats going on. They keep pushing my car back further and further every week. They say they orders parts, didnt come, order parts, didnt come. They always say Ill call by end of week next Friday. Same story every week. Very bad business. Do they do this to everyone? They have to lose business by doing this to people. Id like to send you the thread text messages from my phone. Is that possible? ** the rep, I called one day, he looked on his computer and said they were waiting parts. I said the guy yesterday said my car would be done today at the latest. He went to ask the mechanic and said the mechanic put the part in, buttoned it up but still has problems. ** had no idea the part came in supposably and the mechanic put it in. Every week same story. So he said they will start back on my car 7/17/2023. By that time they will of had my car for over 2 1/2 months. This is flipping crazy. I am so mad at this point. Ph to **** white **** ************. Address: . My ph is ************. Email @ ************************* Ive never had to do a complaint before but I hope you can do something with this company.**** White ****: ***********************************************************************. Ph: ************ Id like to have **** White **** contacted by you, Id like my car fixed asap and I want them to be named on every website or news media or whatever so people know about them and not to ever do business with them.

  Business response

  07/18/2023

  The appointment was scheduled for a possible warranty transmission leak that was notated when the vehicle was serviced at another shop. The customer also added a shifting concern at write up. The vehicle arrived at our shop on May 22, 2023 (it's first service visit with us) at which time we diagnosed the transmission leak as well as applicable TSB 22-2102, supersession to 22-2428. The technical service bulletin requires a multi-step repair procedure that unfortunately can require the vehicle to be down for an extended amount of time if it continues to exhibit transmission issues after each repair step.

  The repair begins with a (1) reprogram to the PCM/TCM with adaptive learning drive cycle and possible transmission strategy download. If that does not address the issue, we proceed with a (2) transmission main control overhaul and another adaptive learn drive cycle. If shifting concerns or DTCs are still present we must (3) remove the transmission and teardown to replace the *** clutches and other applicable components that are indicated to be worn during teardown inspection.

  As the customer indicated we did have to order parts multiple times as the main control overhaul did not resolve the issue nor did the *** clutch repair. After the final repair of the **** the Explorer was still exhibiting shifting concerns and we had to remove the transmission for teardown a second time. This is an atypical outcome for this vehicle and this TSB procedure and ultimately only extended the duration of the visit. Once the transmission was torn down again, we were able to identify that one of the new drums was not of the correct specification and allowed too much clearance between the clutch pack and the drum causing the piston to not operate correctly. We then had to order additional parts to complete that repair and retest. The transmission repair is being completed today. We will be performing the road test and transmission adaptive learn drive again to confirm there are no further issues.

  I contacted our customer the day we received the complaint and received a call back the following day. I verified my advisor had been in communication with him weekly via phone, text and in-person visits. Our customer had stopped answering calls prior to the complaint being filed. We had already attempted to set up a time to discuss everything but with no response. Although we stayed in contact with the customer throughout the process, I don't believe we were thorough enough in detailing the complexities of this repair. This TSB has created some new time related challenges for all **** dealers. We absolutely understand that the timeframe can be frustrating and make every effort to expedite vehicles through the shop. **** also provides ** with coverage for alternate transportation (service loaners) and expedited parts ordering whenever possible.

  The final repairs are expected to be completed today and the vehicle returned to the customer. I believe the issue is resolved at this point.

  
  Thank you!

  
  

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Brought my truck in for service and to get work done. They got it torn down in a day to find out what was wrong with it and took them over a week to get it put back together. I kept getting lied to when my truck was to be done. There mechanics need to have more common sense when working on a customer's vehicle and have it done when the customer is told it will be done by. There mechanics need to learn better customer service for there customers and need to get their certification checked. Other parts of the company is great not the shop.

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