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| - I am reaching out with regards to damage that occurred to my 2009 Ford F-350 (Body, Headache Rack, and Tool Box) during an O/L/F service and a PCM re-flash to the latest levels on Friday July 3, 2015 at Berge Ford.
Upon completion of the service, I noticed body damage near the rear passenger door at the front of the truck bed, as well as damage to the headache rack and tool box. It was at this time I approached my service advisor to point out the damage and inquire as to what happened. My truck was moved from the S side of the driveway to the N side near the service advisor stations. My service advisor had several individuals, including the Service Manager and Technical Service Manager, look at the damage and they quickly determined that I "brought the truck in" that way. This rash comment was made due to rust on the cab, as the result of previous damage (as I had mentioned). The damage in question was never that of the cab but instead the body, rack, and tool box.
My truck then was moved W of the service advisor station for further evaluation. It was at this time that the Collision Center Manager was brought over to gauge the damage and estimate what it would cost to repair said damage. The four individuals (my service advisor and the 3 managers) continued to assess the incident; including measuring the height of the rack to ensure it had cleared the car wash and to what I can only assume is talk to the technicians/attendants.
After approximately 55-60 minutes, the Technical Service Manager informed me that it was Berge Ford's belief that I brought my vehicle in with the damage. Nevertheless, he did say that adequate pictures had been taken (as witnessed by myself) and that a final decision would be made by the management team of Berge Ford.
Because the incident happened on Friday, and that of a holiday weekend, I allowed sufficient time to pass as I awaited final word from Berge Ford regarding the incident. On Tuesday, 07/07/2015, I deemed that an appropriate amount of time had passed. I called my service advisor several times and finally left a voice message for him. In addition, I left a voice message for the service manager. The Collision Center Manager was gracious enough to take my phone call that afternoon at approximately 2:30 local time and took down my phone number to pass on. Just after 3:30 PM, that same day, I sent an e-mail to all parties involved, as well as the Office Manager and the General Manager, providing a brief description of the events that had taken place on Friday, along with my concern regarding a lack of communication. Furthermore, I attached a scanned copy of my service estimate that clearly requests a Ford Team Member indicate any damage to the condition of the vehicle. The service estimate that I signed did not have any damage noted.
While I have tried to make clear that I believe Berge Ford is taking the incident seriously, I feel that some communication should have been made by that point, even if it was only to communicate that the matter was still being investigated. On Wednesday, 07/08/2015, the General Manager did respond to my e-mail stating that Berge Ford was still investigating the matter and that he would reach out "ASAP". The e-mail came after a total of 10 phone calls had been made and 6 messages left (2 with the Service Advisor, 2 with the Service Manager, 1 with the Collision Center Manager, and lastly 1 with the General Manager).
At 11:15 on Wednesday, 07/08/2015, the Service Manager called and put me on speaker phone with the General Manager. The two were very professional and tried to be as informative as they could. Based upon their investigation and the site conditions, it their belief that the damage did not happen at the dealership. The General Manager did provide all of his contact information and said Berge Ford would cooperate with any all and all investigators or insurance claims if I should so choose.
My frustration remains threefold: the video camera surveillance was not reviewed, a road test was performed on the vehicle thus leaving the possibility it happened off of Berge Ford's property, and that the signed Service Estimate, that does not show the service advisor noted any damage, is not binding (although I am sure I was held to the "fine print" at the bottom that authorized work in addition to acknowledging a mechanic's lien to secure the payment of repairs).
I appreciate Berge Ford investigating the matter, but I do not believe proper due diligence was provided.
I have included a link that contains:
* Pictures of the Damage
* Service Estimate
* Call Log
* E-mails Sent, Received (Names have been retracted)
https://www.dropbox.com/sh/t4cmo4eh820vwvn/AAD3bYttw3bNttCdv-nMigEla?dl=0
Respectively,
Brent Hines
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