Business ProfileforConway Heaton, Inc.

In April 2024, I purchased a 2020 Ford F-150. My 1st service appt. (June 24') would address a noise along with standard maintenance to include a transmission fluid service. Turns out the noise is a known issue with this truck. Ford has a tsb out for it. On 07.06, my family and I were on the BG Freeway, roughly 50 miles from home. My speed 75-80 mph. Suddenly, the truck felt like it went into neutral. Several seconds later, the truck violently shifted. This event repeated itself. Except, the 2nd time we saw smoke. We pulled over. My husband looked under the vehicle and saw transmission fluid on the underside of the truck. The truck was trailered home, then into Conway on 07.08. Upon arrival, Chuck said just park it somewhere and bring me the keys. We did. Gave him our info and left. At no point did he ask any questions. He called a few minutes later and we told him the whole story. On 07.09, we got a call from Chuck saying the truck had been driven for hours and they couldn't recreate the issue. He confirmed the vehicle was fine and could be driven. We asked about the violent shifting and fluid. He responded because you were going 85. It overpressure. We got our trailer and went to pick up the truck. When we got there, Chuck advised it may not be our speed, but debris that came free during the trans service and got stuck in the valve body. We weren't confident in his responses. Upon loading the truck onto the trailer, it clunked into reverse hard enough to rock the truck. Once the truck was loaded, we noticed the mileage was 58,920 mi. Their paperwork stated that the truck was brought in with 58,902 mi. Clearly there wasn't any effort put into identifying and fixing a problem which left my family stranded. It should be noted prior to having the vehicle serviced in June, we made the same trip several times with no transmission issues. It should also be noted, that this was the first trip with many miles and higher speeds after being serviced by Conway Heaton.

Edited the previous text with a couple of misspelling: Asked the service department to check into the concerns of the customer review that was sent the following was provided by our Fixed Operation Director. On 6/13/24 we changed oil and filter, rotated tires, performed a Transmission flush, as well as a TSB (22-2219) for a screeching noise related to the integrated wheel ends on the 4wd system. Then on 7/8/24 26 days and 1,201 miles later, the customer stated that they were driving to go on vacation and the transmission quit pulling when going to pass a uhaul shifted hard and saw some fluid? Technician pulled the vehicle in, checked the fluid, cleaned the transmission off to check for leaks and detected none. Scanned the vehicle for any fault codes active or stored and found none, test drove the vehicle around normal service loop as well has had shuttle driver test drive vehicle multiple times and could not duplicate concern. Returned vehicle to customer, customer called in shortly before 5pm on 7/9/24 and asked "I was told you drove my vehicle for an hour yet there was 58,902 miles on paperwork when you wrote it up and now only has 58,920 miles on it now so it couldn't have been driven for an hour if it only went 18 miles." And our response was "service advisor may have used driven for an hour as a figure of speech but meant it was test driven multiple times and over the course of hours, as in separate long-ish test drives of 5 miles + over the entire day" And asked would you like to speak to the service advisor to receive more information and customer responded with "no thanks" It is Conway Heaton Inc's wish that all of our customers are happy with their experience with our dealership. Hopefully the explanation will make better sense as to what was done with our service department. If there is still an issue please contact us so we can resolve the concern.