Very disappointing experience with service - Kevin
Very disappointing experience with service department
I brought my 2018 Ford Raptor to this dealership for a fully synthetic oil change and tire rotation and paid about $100 for the service.
About a month later I noticed a large oil leak under my truck while leaving work. Because it was leaking heavily, I immediately took the vehicle to a trusted independent service shop to avoid risking engine damage.
The technician there found the oil leaking directly from the oil filter area. The filter itself was damaged and cracked, and the oil appeared extremely dark for something that had supposedly been changed only a month earlier. Because of this, the truck required another oil change and filter replacement immediately just to make it safe to drive.
According to the mechanic who inspected it, the oil filter appeared mangled as if significant force had been used on it, and based on the condition of both the filter and the oil, he believed the oil and filter may not have been changed during the original service. His opinion was that the technician may have struggled to remove the filter and left the original one in place, which would explain both the damage and the condition of the oil.
I contacted the dealership to try to resolve the situation. They stated they had camera footage proving the oil change and filter replacement were completed. However, they refused to provide a copy of the video. The only thing they were willing to send were low quality screenshots from a distant camera angle, which did not clearly show the oil being drained or the filter being replaced. They insisted I would have to come into the dealership in person if I wanted to see the actual footage.
When I spoke with the general manager, the conversation felt very dismissive. He repeatedly said the footage proved everything and that they were confident nothing was done wrong, but still refused to provide the video file unless I came in to watch it there.
The only resolution they offered was a free oil change if I brought the truck back, which I declined because after this experience I no longer feel comfortable bringing my vehicle back to their service department.
All I asked for was a refund of the original oil service, but that was refused.
Between the emergency repair, the time taken out of my work day, and the inconvenience of dealing with this situation, the entire experience has been extremely frustrating and disappointing. Not to mention the general manager Mike is extremely rude and unprofessional
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