DARCARS Ford

Part 1:Took my vehicle to DARCARS Ford Lanham 1/24/2023 because the engine light came on and my vehicle was shaking while idling and in drive. I was told codes P0354, P0430 and P1048 registered when teste because the engine light came on and my vehicle was shaking while idling and in drive. I was told codes P0354, P0430 and P1048 registered when tested for cylinder four. As a result, I was told the coil pack caused the issue, so it was replaced. I picked up my vehicle on 2/4/2023 feeling confident my issue was resolved. Approximately one month later, the engine light came on again, my vehicle was having the same issues, shaking while idling or in drive. I took the vehicle back to DARCARS Ford Lanham on March 28, 2023. I was told I would have to pay another diagnostic fee in the amount of $299.00. I was confused because I just paid a diagnostic fee in February. The service representative said it was standard. My question to her was if I am returning the vehicle for the same issue, shouldn’t it be covered under Fords service warranty? She said she would look into it, I also requested a copy of the parts and labor warranty. Several days later, I received a call from the service representative. She informed me the PCM is causing the issue and the estimated cost was $1,750.00. Again, I asked shouldn’t the repair be covered under Fords parts and labor warranty. It appeared to me the issue was not correctly diagnosed in January/February 2023. I was told because a new code came up, I would have to pay more, even though the issue still with cylinder four. The service representative said they can replace the PCM and should receive one in a couple days. Well, a couple days went by, then more days, then I was told there are non available. I feel lead on, it would have been easier to tell me early on that one could not be found. I understand supply chain issues, but again, I felt lead on. Communication was very laxed. Nearly five weeks later, I was finally told they are unable to locate a PCM, but on April 20, 2023 DARCARDS Ford Lanham gave me the option of locating one in the open market, as they felt they exhausted their efforts. I was informed that I needed the engineering # to ensure I purchase a PCM that worked with my vehicle. The services representative advised me to contact Auto ECMS, and provided what she assumed was the correct PCM engineering #. I called Auto ECMS, gave them the # engineering # provided to me, Auto ECMS said # was incorrect. I shared that information with the service representative. I was given two other PCM engineering #s by April 24, 2023. According to Auto ECMS, neither were correct. Auto ECMS said please ask DARCARS Ford Lanham to get the engineering # directly from the PCM. In order to do that, the PCM had to be removed from the vehicle. In the meantime, my frustration is growing because now I am doing research to ascertain a solution to get my vehicle running. I am taking time from my place of employment, and also rent vehicles. I found a repair shop located in Greenville North Carolina called Circuit Board Medics, they repair damaged PCMs. Before engaging with Circuit Board Medics, I spoke with the services representative to share my findings. She did not advise me not to send the PCM to Circuit Board Medics. I informed her I will need the PCM. Since they needed to remove the PCM to obtain the correct engineering #, I assumed it was a good opportunity to pick it up from DARCARS Ford and ship it to Circuit Board Medics, which is what occurred. Circuit Board Medics said they could not find an issue with the PCM, I shared with them the codes provided to me by the service representative. I shared their findings with the services representative. The service manager said that Circuit Board Medics performed an isolated test, meaning they may not find an issue because the PCM would need to be installed in the vehicle for load testing. Had I known that in advance, I would not have spent money shipping the device and paying for testing. More

Part 2: She said once DARCARS Ford Lanham reinstall the PCM, if it still does not work properly, she will setup a call between herself, Amir, who is the Service Manager and me. On May 9, 2023, the three o PCM, if it still does not work properly, she will setup a call between herself, Amir, who is the Service Manager and me. On May 9, 2023, the three of us got on a call. I started off discussing my frustration with the whole process, especially now that it’s been approximately six weeks since I dropped off my vehicle. The conversation It became heated because Amir did not like that I said their tech misdiagnosed the issue back in January/February 2023 and that I did not agree I should have to pay additional money for a work recall issue. Amir was very augmentative and arrogant. With regards to warranty discussion, I asked again for a written copy of Fords warranty, Amir told me I can get a copy online. Asked why a copy isn’t available at the service center for any customer that requests one. He told me he could provide a copy. I said to him I previously asked for a copy the last time I was at the service center, but no one could seem to locate a copy, but that a copy will be located provided. As of this message, I still do not have a copy of the warranty. He would only say it’s two years parts and labor. My question to Amir, I would like to see the written details, such as what’s actually covered and what are the exclusions. Otherwise, me and other customers our left wondering what’s actually covered and our they truly receiving the elusive warranty coverage Ford claims it stands by. The call ended with me having to make a decision about what to do with my vehicle; continue to leave it at DARCARS Ford Lanham with no foreseeable resolution or decide to take my vehicle home and let it sit and try to figure out next steps. According to Amir it could take months or over a year before a PCM is available. I am in total shock because this is an American car, I get that components are made in China, but come on? What happened to American exceptionalism. On 5/10/2023, I informed the service representative that I would just pick up my vehicle and take it home. She said it would be ready for pickup 5/11/2023, but she would not be at work. On 5/11/2023, I went to DARCARS Ford Lanham to pickup my vehicle, there was an invoice waiting for me in the amount of $580.14. I asked to speak with Amir so I can understand the charges. Amir said it’s for work they did on my car, reprograming the PCM and switching around coil packs. 1. switching around coil packs is part of the diagnostic process, 2. Because they had to remove the PCM to provide me the correct engineer # to do my own research to help solve a problem they should be capable of, especially charging $250.00 per hour, is ridiculous. Yet again, Amir was arrogant, condescending and self-righteous. I feel like I just got robbed of my time and hard-earned money. Contemplating next steps. More