ComplaintsforD & W Diesel Inc
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Complaint Details
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Initial Complaint
04/12/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I had my Diesel truck towed i to D&W to diagnose a no start problem, the tech diagnosed that the truck had blown head gaskets and gave a quote of $8000.00 to do the job. I accepted the quote, with no extras performed, at completion i was presented a bill for $11,900.00. After a few back and forth conversations the service manager said he had wiggle room and reduced the bill to $8640.00. Upon picking up the truck there were several issues that i had to keep going back to D&W on relating directly to the repair and reassembly. Less than 1 year still having issues with the truck, i had another shop diagnose (D&W no longer does service and repair work) the neutral shop diagnosis was that the head gaskets failed which is the repair that D&W did. I contacted D&W and they refused to take any responsibility or offer any type of resolution and hung up on me.Customer response
04/12/2023
Approximate date of repair was late May early June of 2022Business response
04/14/2023
Vehicle was towed to D&W from Precision Auto on April 19, 2022. It was a 2005 **** **** with a 6.0 liter diesel engine. The vehicle had 371069 miles on it. Precision Auto had diagnosed the engine with #4 and #7 injectors that were bad along with multiple glow plugs. We removed the valve cover and discovered a milky substance in with the oil, that indicated coolant and a blown head gasket.. A common failures for Ford 6.0L diesels. We also noticed a damaged wiring harness.
The customer ok'd replacing the head gasket, injectors, glow plugs, installing a replacement EGR cooler and valve, and some of the wiring harness. We also sent the head out to be cleaned, pressure checked and inspected for cracks and straightness. the head was sent to Martin Engine Machine Inc. in Webster NY.
We installed new head studs with the new gasket and the cleaned and inspected head and torqued to the proper spec. We installed remanufactured injectors, new glow plugs, changed the oil and coolant and reinstalled all the miscellaneous parts. The cab was reinstalled on the chassis.
The customer asked us to install a coolant filtration system on his vehicle which he supplied.
Under the customer direction, we did not replace the damaged wiring harness.
The vehicle ran well, other than codes that were related to the damaged wiring harness.
We are aware of one other visit that the customer came back for a loose clamp on a CAC boot. We repaired that at no charge,.
On April 11, 2023 we heard from the customer that he believed that he may have another blown head gasket. The Ford 6.0L Diesel is known for blown head gaskets.
Our warranty on drive-in labor is 90 days and our warranty on parts is one year from date of installation. In this case the head was cleaned and inspected, Their would be no warranty on the head.
Please feel free to contact me if you require more clarification.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.