Business ProfileforRandall Reed's Planet Ford - Humble

I am 46 year old disabled veteran and I purchased a new 2022 F150 from the above mentioned dealer in April of 2022. The dealership installed a 6 inch lift, tires, and wheels on the truck as part of the purchase agreement. I have had the truck for a year and a half and have put 37,000 miles on it, all of which have been highway miles. The truck is currently in the dealer service department where it has been since Saturday, December 16. The issue is with the dealer installed aftermarket parts that are supposed to be covered by warranty, I even purchased their "Premium" warranty at time of purchase. The front suspension of the truck has severely shifted out of alignment so bad that the front tires are now rubbing the wheel wells of the truck. There's a horrible vibration in the steering wheel and there are loud, metal popping and creaking noises. The dealer’s initial response was that the truck was supposed to be brought in within the first 6 to 12 months of ownership so they could check, retighten, and torque the new components of the suspension. This was never disclosed and as my first ever vehicle with any type of lift, I was unaware. I DID NOT sign any disclosure or acknowledgement regarding the truck needing this service. Nor was it annotated in my vehicle service log notes that the service would need to be performed. Their resolution was to realign the suspension components, retighten and torque them and apply necessary lubrication and grease in the process. They said it would be $1,800.00 to service the truck. I explained that I have had all of my maintenance completed on time and at the sister dealership, Randall Reed Planet Ford in Spring, TX. No one ever mentioned that there was a significate service item outstanding or the problems that may occur if the service was not performed. Had it been mentioned, acknowledge, or annotated anywhere on my account I would have absolutely had the service performed. I am now 1,000 miles over my original factory 36,000 mile warranty and even though I have purchased their "Premium" warranty, the dealership is refusing to cover the cost to fix my truck. My issue with the situation is that there is absolutely no accountability or process in place for the dealership as it relates to ensuring dealer-installed aftermarket service requirements are translated to the customer. I have spoken with the service department multiple times throughout the week expressing my frustration with the situation. They have since dropped their cost down to $1,200.00 on Tuesday and on Wednesday they dropped the cost down to $600.00 which is still unacceptable due to the fact that had there been any disclosure of this particular required service my truck would not be in the shop right now. I am also currently paying out of pocket for a rental vehicle $350.00 which I have had since Sunday night just so I can get to and from work. The "Premium" warranty coverage I purchased covers rental vehicles in the time of warranty service being conducted. The dealership has also refused to reimburse my expense, even though I have paid for the coverage of a rental. I have left a message for the dealership general manager, but he is apparently on vacation and not returning calls. The service member I have been speaking with has been most unhelpful and has hung up on me multiple times. So here it is, 5 days before Christmas and my truck has yet to be touched by the dealership, I'm out of pocket $350.00 for a rental, and if I want to get my truck fixed, I have to come up with another $600.00. All because the dealership has no process of accountability for disclosing service requirements that they 100% know about. In my research of the dealership, there are over 20 complaints against them filed with the Better Business Bureau just since last year. As well as an abundance of negative reviews throughout the internet dealing specifically with the service department and their lack of fulfilling warranty requirements.