This is a story of a lifetime. (Short version) Last summer when we were tired of being hunkered down because of Covid, we decided to get back into camping. So, we purchased our camper on Friday night and we purchased our used F350 duly from Hagerstown Ford on Saturday. Within a few weeks we were on the road to Glacier National Park. We started having overheat temperature issues around Sioux Falls and a Ford dealership checked it out for hours and did a lot of testing and found nothing wrong with the engine. We continued our trip westward the following day only to have the front right tire start coming off at 65 miles an hour hauling a 14,000 pound trailer. It was a pretty dramatic experience. We were able to get truck and trailer to another Ford dealership where they checked the issue with the tire and found that the prior dealership must have taken the wheels off to work on all the cooling system and must not have re-torqued the lugs. Also, the over temp light and low coolant showed up again so they spent hours testing and flushing the system but found nothing. At that point we continued clear up to Glacier National Park where Hagerstown Ford had prearranged work to be done on the truck at a dealership up there where they repaired the damaged tire rim and did thousands of dollars of engine repair work. The day before we were to head home the real problem showed its head and was found to be a cracked head on the engine. This was suggested at every Ford dealership that we had to stop at and they all advised that has never happened. Any way here we are 2500 miles from home with a 14,000 pound trailer and no way to get home the truck was out of service. We had been in contact with Hagerstown Ford throughout the entire experience and they assured us that they had our back and would do whatever is necessary to get us home safely. After a few days of uncertainty Hagerstown Ford advised that they had found a brand new 2020 F250 with the 5th wheel hitch already installed all we had to do was go pick it up (7 hours), so we did. They overnighted a check and temporary tags to the dealership so that we could get back on the road safely and return home either directly or continue and finish our vacation. We chose to continue our vacation and spent more than another week going across the northern US. Then, when we got back, they said that we could keep the new truck for a few more weeks until the repairs on our truck was completed. (We did not take the extra offer they had already done enough). This is a story that is unbelievable. I have never heard of and probably never will ever hear of a dealership taking care of a customer in this manner. Hagerstown Ford went way above and beyond anyone else in the world to take care of us and get us home safely as they promised. Then they made arrangements to have our original truck picked up and transported back to Hagerstown Ford where they had already started repairs to the engine before we got home from our vacation. Now keep in mind that when all this was going on we were out of warranty and all of the trips to the 3 dealerships, all of the repairs that was in the thousands of dollars it took to get our truck back home was taken care of by Hagerstown Ford. Needless to say, when the time comes for us to get any new vehicle that will be from Hagerstown Ford. Thank You Eric, and Jay.
Ron & Diana