In December 2020, I brought my 2017 F-150 into Kelly Ford in Beverly MA to have the sunroof inspected and repaired. I had purchased the vehicle from them new in 2017. At the time, the sunroof was not functioning properly and there appeared to be a mechanical issue. The sunroof would not open or close. After 2-3 days of service, Kelly told me my truck was ready to be picked up and the sunroof was repaired. When arriving to the dealership, the sunroof appeared to be working and I left the dealership. All paperwork/charges were settled. In March/April, I contacted Kelly Ford again when I realized that the sunroof was not functioning properly. Whenever I tried to open the sunroof, I would hear a loud “pop” and then it would not open. Considering it was still winter and the sunroof was not used due to winter weather, there was no urgency on my part to bring the truck back to have it inspected/repaired. I was in no hurry to go another 3 days without my truck when I pickup/drop-off my kids at school every day. Shortly after discovering the sunroof was not working properly, spring weather arrived here in Boston and I noticed that there was now a water leak in/around the sunroof when raining. When the leak was discovered and considering that it was now Spring, I called for an appointment with Kelly to have it inspected/serviced once again.
When I arrived at my appointment on 06/01/2021, I explained the issues to the service manager at Kelly Ford and also requested a $250 detail (interior/exterior) along with a $50 oil change/tire rotation. I explained to the manager that on the way to the appointment, the sunroof appeared to be operating again but I wanted it inspected again because it was not operating correctly a couple months back and now there is a leak in that area of the vehicle. The Service Manager asked me to sign paperwork, agreeing to a $150 diagnostic charge. He mentioned that if there was an issue with the sunroof clips they replaced in December, they would waive the fee but if there was an issue with anything else associated with the sunroof, I would be responsible for the $150 charge.
Why would anyone agree to pay an additional $150 diagnostic fee for inspecting and repairing the same mechanical issue with the sunroof (and now a leak)? If the issue is the clips that they replaced, they would not charge me anything. If the issue is not the clips (meaning that they did not repair correctly the first time), I would be responsible for a $150 charge.
The Service Manager told me that without agreeing to a $150 charge they would not be able to provide any service. This will be my last visit to Kelly Ford in Beverly MA. I have already preordered a 2022 Ford F-150 Lightning through Kelly Ford and will be transferring this purchase to another dealership. I will not use their service department again and would not recommend this dealership to anyone interested in a Ford vehicle.