Last Friday I went to the local Ford dealer to have the coolant flushed because the truck has 97,000 miles on it. After I got the truck back last Friday afternoon it was leaving coolant puddles everywhere, so I went back on Monday to find out why. They told me the radiator is now bad but their flush had nothing to do with it, it was just a coincidence that the leak started the same day.
But here's what really has me ticked off, without permission to conduct any repairs or do anything other than find why my truck is leaking after their flush, they added a bottle or two of stop leak additive to my cooling system. The radiator is still slowly leaking, but now I have some sort of stop leak gunk in my coolant system. They also wouldn't give me a service ticket or documentation for what they did because my service rep (Jarred Robinson ) did it without asking me and made it "free of charge".
What I'm concerned about now is that this stuff is going to cause problems with the temperamental Oil Coolers, EGR coolers, thermostats, water pump, heater core, and possibly coolant flow in the heads. Anybody who knows about the 2008 - 2010 6.4l Powerstroke diesel can tell you these items are prone to failure when not properly serviced and individually could cost thousands of dollars in repairs. My truck is already out of warranty so if any, or perhaps all, of these things develop problems then I'm simply going to be screwed over and asked to pay the bill. I find that completely unacceptable given that they have now contaminated my cooling system. Had I done something wrong or modified the truck under warranty they would tell me that I'm at fault and I have to pay for it, now the shoe is on the other foot and they still want me to pay for any problems their mistake may cause.
After the service rep (Jarred Robinson) told me what they had done and saw my reaction he knew he had just made a big mistake. He tried to cover it by telling me how great this stuff is and how its "not like all of the other junk stop leak stuff on store shelves", he insisted that this was special stuff only sold to dealers. I made him give me the name so I could look it up. It's called "Wynn's Professional Radiator Sealant". Ford service manuals specifically say "do not use stop leak additives in the 6.4L Diesel", and I have yet to hear a good reason why this dealership thinks that they know better than Ford does. If Ford wanted radiator sealants used then the bottle would say Motorcraft on it.
I now ask, what would you do if this was your truck and they tossed some stop leak crud in it without your permission and then refused to document it? These trucks are pretty expensive to fix out of warranty and I've seen stop leak additives make a mess out of an entire 6.4L cooling system, so I'm pretty concerned about this. On Tuesday I sat down with the Service Manager (Ray Paddock) and he offered a free flush and to "help out" with the cost of the radiator. I tried to explain that what I'm really worried about now is the entire cooling system, especially the oil and egr coolers, and asked if he was prepared to warranty or replace the possible failure parts in the cooling system. He immediately replied that this simply wasn't going to happen. I then demanded a service ticket that noted this was done without my permission, it took 20 minutes and they finally gave me a plain service ticket for an inspection. I made them write it a second time to show that stop leak additives had been used in my truck by the dealer, but they flat refused to make a note that owner permission was not granted for this "repair".
To sum it up: A leak starts immediately after their flush, when I ask them to find out why they added an aftermarket stop leak additive not approved by Ford, they also doubled the dose of the stop leak additive by adding two bottles, then they insist I'm over reacting and that this stop leak is the best stuff ever invented. However they were too scared to document their work and I had to go through management just to get a basic job ticket. They're also too scared to back up their mistake with any kind of warranty or written promise. They are now more than willing to cover a few hundred dollars to re-flush the system and help replace the radiator (but not at another shop, so I would have to let them at my truck again), but they refuse to be responsible for any issues in the rest of the cooling system.
EDIT: I wrote this review on 06/18/2013, and it went online today 07/02/2013. DealerRater gave them two weeks to contact me to work out this issue out and they made no attempt to do so. I also left a message with the dealership receptionist a few weeks ago while I was meeting with the service manager, I told her I needed to meet with the general manager and left my contact information. Again, I have not been contacted to arrange a meeting more than two weeks later.
Jarred Robinson (Service Rep) and Ray Paddock (Service Manager)
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