Brad Caldera

Had awkward experiences with AutoRanch during COVID so I started using a dealer 40 minutes away for my prepaid FORD Premium Maintenance (oil changes, 15/30/45K Service etc). Decided to give the local place, started using a dealer 40 minutes away for my prepaid FORD Premium Maintenance (oil changes, 15/30/45K Service etc). Decided to give the local place, Mountain Home Autoranch a try again. Disappointing and frustrating experience. I made an appointment for my 60K service. Showed up 8 am. There was confusion between their Service and the "Quick Lane" oil change. Asked them to please look up the plan after being told "it's just an oil change". Handed off to to Warren, the FORD guy, and he looks it up, with minimal words says they'll do everything. Lady at Service desk says I can wait, maybe 1.5 hours but I go home to wait for a call. At 1:30 pm I call them, transferred from to, Service, to Quick Lane. Told "I think the oil change is done but mechanic is at lunch and has not filled out the paperwork." I ask about the 60K service (fuel, cabin, engine filters) and he is unaware. He calls back about 2:30 and says it's done. I asked again about the full 60K service and he said Warren showed him the "right button to push on computer to see what was to be done". I picked up the truck and was given a number of pages with checks and asterisks. I get home and see that the DEF is at a little less than 3/4 full, and topping the DEF is a part of the regular oil change, has been done by 4 different dealers (Nampa, Indianapolis, Yakima, including Mountain home AutoRanch) on previous oil changes. I looked it up online and it is part of every oil change for a Diesel. I looked at the paperwork they gave me and it has a "check" for topping off the DEF. With some trust issues for this dealership, I'm a little concerned knowing there are important service items on this 60K service. I called the dealership, my hope would be Warren would say, "Oops, bring it by and we'll top it off." and maybe "we can go over the paperwork with you to give you confidence in our service." Nope. He said "You didn't ask for it. You have to request it. It's an option." Being pretty confident I went back and forth with him. He's the trained Service Tech, maybe I'm wrong and I have just been lucky that others topped it off. I told him no sense in arguing, I won't be back. But after crawling around the truck when I got home to ensure the other filters had been replaced, and seeing the dipstick with black oil I decided to call FORD. Warren is wrong. You do not have to "request" every individual included item for service. In fact, it is part of the the service and the language for topping the DEF is "if so equipped". FORD 6.7 Diesels are so equipped, I hope the other items were performed properly because I have little confidence or trust after this experience. More importantly he revealed the soul of this place. More

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