ComplaintsforTwo Rivers Ford, LLC

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband *********************** resident of ******* **, sent his 2015 **** F-350 to two rivers in ********** ** somewheres in March 2023 two rivers fixed the truck as they said ******** it back to us. The truck wasnt fixed, it was still smoking. Two rivers picked up the truck from *********************** resident in ******* **, brings it back to the shop and works on it for 8 weeks longer, bc they dont know whats going on. We get the truck back and take a **** mile trip and barely made it after paying two rivers $*****. Mins you we have out 2 young children with us. Our truck is back in a shop with a diesel mechanic in Kentucy ( ***** world pipeline) and we are yet in another ***** bill bc two rivers didnt send off our f350 trucks head gaskets to get properly cleaned!!! So we have coolant leaking everywhere in the truck. My husband told this to the manager of the shop in two rivers and he said basically that the dealership wasnt paying anything to us at all. So here we are traveling with my husband thinking all is fixed and we barely make it to his next job! Im out of a car bc ***** is using my vehicle to go to work. Im appalled as too how this man sleeps at night. We did nothing wrong just wanted our truck fixed. two rivers also said they would pay for my husbands diesel bill for my husband driving all the way to two rivers to reprogram it and we havent seen that money either. Even after I talked with the owner, ***** who said that he will get it handled what turned into us thinking our money maker truck is being fixed is now at the point to where they didnt do what they were suppose to do and now we are in the hole another ****** bc they failed to send these head gaskets off and they didnt they didnt do it the right way. Id like a refund for the work they didnt do right. I dont think its asking too much.

  Business response

  07/07/2023

  July 6, 2023 
  ************************* truck arrived at Two Rivers Ford on February 3, 2023, with an issue of leaking head gaskets.  ********************** replaced both the right and left side head gaskets along with a leaking rear wheel seal and rear brake pads, completing the repair on February 16, 2023.  Upon completion of the repair, the service technician noticed the truck was smoking out of the exhaust.  The diagnosis found the Charge Air Cooler was leaking coolant.  The customer agreed to pay for the part and Two Rivers assumed the cost of labor to replace it. 
  In March, **************** called and said the engine was overheating.  At that time, the customer was in *****, ******* about 80 miles from ********** so we sent our tow truck to bring the truck back ********** to determine the cause.  Upon its return, it was determined to send it to the sister shop, *********************, as Two Rivers Ford was overscheduled with work and unable to address the issue immediately.  It was determined that the head gaskets were leaking again.  The heads were removed and sent to a machine shop in ********, *******, whose business expertise is machining.  During the process, the left cylinder head was damaged and was replaced with a new cylinder head from ****.   The heads were machined to the same dimensions and proper RA finish, then the heads, new **** head gaskets, and bolts were installed and torqued to required specifications.  During this repair, the turbocharger was showing signs of wear, so the turbo was replaced.  Repair completed April 11, 2023. 
  Two weeks later, the customer informed the service department that the vehicle would not accelerate over 40 mph.  Our tow truck was sent to ***********, ******* to bring it back to ********** at Two River ****s expense.  The technician was having issues diagnosing the cause, however, believed it was because the truck had an aftermarket programmer installed on it and the tune was set high.  The customer had the tuner, so the service manager offered to reimburse him his fuel costs, believing he was still in ***********, *******.  **************** met *****, the service manager at the dealership on Sunday and reset the programmer perimeters.  After this procedure, the truck would still not produce boost pressure.  The turbo was inspected and found the impeller had seized.  The turbo was replaced under parts warranty with no charge to the customer.  During the phone conversation with ****************, the service manager informed him that he felt the programmer was responsible for damage to the turbo and that no further warranty would apply for engine damage due to the high pressure exhibited from the use of the programmer. 
  This process did take some time because of parts delays and numerous issues that resulted in a lack of engine performance.  It is our opinion that the aftermarket programmer produces an excessive amount of boost to the internal parts of the engine and was the root cause of the issues. Further, on the test drive, the service technician observed at 25 mph an aggressive 40 lbs. boost pressure to the engine when the normal pressure would be about 5 lbs. pressure. Resolved, continued high boost pressure will continue to cause performance issues to the engine. 
  To this, we would still be willing to reimburse **************** the fuel cost from ***********, ******* to **********, ******* when the programmer had to be reset. 

  Customer response

  07/14/2023

   
  Complaint: 20220441
  
  I am rejecting this response because:
  The shop we sent it to, to actually have it fixed said - that they noticed right away that ********** **** didnt pressure test these gaskets / cylinders  whichever at all. Which is supposed to be done. They noticed this immediately. Furthermore we live in ******* ******* not *********** *******. The fuel bill would be reimbursed from **** bc ***** was on a job there at the time. ***** & ***** failed to mention where his location was ..all Im asking if that we get reimbursed for the fact that yall didnt do a pressure test which was suppose to be done so therefore we drove to KY from ******* & broke down with 2 children in the vehicle, and ***** in the hole  Im just asking to be fair, Im not even asking for the ***** Im asking for atleast what would be the fair amount even it covers the head gaskets / cylinders etc ..  

  Sincerely,
  
  *********************

  Business response

  08/07/2023

   

  In response to *********************** latest message stating that, ********** **** didnt pressure test these gaskets/cylinders.  As per a video we received showing the latest failure, the left side head gasket area is showing where the coolant is coming out.  That side, the left side, is the side that contains the new head, gasket, and bolts, all genuine **** parts.  With those being NEW, there is not a need for a pressure test to be performed. 
  It is our determination that excessive pressure boost produced by the tuner is the cause of the failure, not the head or any related part.  Therefore, the repair is the customers obligation.  We will still honor our offer to reimburse fuel costs from Chouteau, ******* to **********, *******. 

  Customer response

  08/17/2023

  This issue concerning 2 rivers **** & ***** and ********************* isnt resolved. I would like to add to this and let ************** know that the ***** is not the issue here, our 2015 **** that 2 rivers worked on, isnt tuned nearly high enough to even touch the cylinders. And if you think that the tuner was an issue, why even work on the truck. Thats the point here, you worked on it and it didnt get fixed.  As a family owned shop with a diesel mechanic there, that is pretty simple to figure out. Two rivers is just trying to cover it all up. Thats so sad. Why isnt it leaking coolant now that we actually had someone who knew what they were doing fix it? 

  Business response

  09/25/2023

  Better Business Bureau:

  
  

  I would like to reject the offer of Mediation for complaint ID ********.

  
  

  Regards,

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