Metro Ford Auto Sales Inc.

Metro Ford Auto Sales Inc. responded

Good afternoon Mrs. Tyson, My name is Conor; I Manage the service department at Metro Ford. The gentlemen you spoke with is the Quicklane manager. I understand you are upset, and imagine that most people would be if they were operating with the same information. The 5 minute lube shop misled you and I am happy to prove it. I wish this platform allowed the submission of pictures, as I have evidence of everything I am about to outline, which I am happy to show you -I took my 2022 Ford Bronco in for a routine oil change. A week later, I noticed large amounts of oil stains in my garage and the gravel where I park at work. I took my vehicle back to Metro Ford and asked them to make sure the oil plug was tightened enough. Now I am a 71-year-old widow and can't do these things on my own. The service manager told me that the oil plug was damaged, and HE CHARGED ME $28 for the new plug. Your oil plug is not like the ones of old with a metal bolt and copper washer. A search on any browser will show part# KX6Z 6730B made of plastic with an o-ring being the portion of the plug that actually makes the seal against the oil pan. These o-rings can and will wear which happened to yours, causing the leak, and prompting the replacement. -My neighbor was nice enough to clean my garage of the previous oil stains. The next morning when I backed out of my garage, there were more fresh oil stains on the concrete. This time I took my vehicle to a 5 minute oil change shop near my job to get their opinion. The shop manager there said the oil plug was still leaking because it was the wrong size plug. He gave (no charge) me the correct size plug. I agree that it is unfortunate that your vehicle was leaking oil, and am sympathetic for your frustration. I will also point out the blessing of having good neighbors. However, this drain plug cannot realistically be over tightened, was properly sized, and the manager of what I have to assume is "Take 5" clearly misled you. I have a picture of the condition which we received your bronco back at Metro. There was a blue silicone sealant around the drain plug, which the technician took a picture of before moving forward. Again, I am happy to provide this to whomever would like to see it. I cannot verify that the 5 minute lube shop did not replace the plug, but if they did, they replaced it with the exact same engineering number, and were so confident in their work that they siliconed around the plug. My opinion is that they saw it leaking after the fluid change, which was likely worse at this time being that the plug would have been removed and installed again after already starting to fail, then simply siliconed around it to avoid having to drain and refill again. Again, I cannot tell you 100% what their actions were, but I can tell you with certainty that you left there with a drain plug matching the engineering number we installed, with silicone all around it in effort to make it seal. I can assure you that this part number KX6Z 6730B matches your vehicle, and if they told you otherwise they are lying to you, plain and simple. -At this time I felt uneasy about everything the Ford Service Dept had done. I looked in the coolant reservoir to see if it was filled like it's supposed to be. It was "bone dry". The wiper fluid was very low. the brake fluid needed a little added to it. But I checked my paper from the Ford place and all of these were checked off from the inspection they did. The guy at the 5 minute oil change did this at no charge. So after they pulled the vehicle in, they told you the correct part number was the wrong size, causing unease, then had you back in the shop to visually inspect your fluids? I'm not sure if they told you it was low or you are saying that you inspected it, but I have to default to my team following normal process before I entertain anything coming from a shop that told you that was the wrong size plug and just slapped on some silicone to seal it before sending you on your way. -I thanked him and left there gracious to him, but furious at the Ford place. I imagine that if you saw the picture of how your vehicle left the 5 minute oil change place, there would be far less grace for them and far less anger for us. -I had to wait to take my vehicle back because this was on a Saturday. So my Bronce got parked for the weekend. On Monday I took it back to Ford service dept and was once again greeted by service manager. I told him it was still leaking. I told him what the other manager said from 5 minute shop. He said they order specific from the Ford factory. I told him about all my fluids needing to be filled but the form had all of them checked off. His response was "oh... I don't know why they would do that..." and chuckled as he walked off. I have worked with this gentleman for some time and will say that he has a track record of being perfectly respectable with customers. He is correct in saying that we order directly from Ford, and not blindly accepting what the 5 minute shop said. At the counter, they are not to be confrontational, and certainly are not going to dispute anything prior to investigating. If he did say something along the lines of "I don't know why they would do that", it was likely the best words he could come up with, understanding that we need to look into the situation because there was likely more to it, which wound up being true. -He told me there is a factory defect on the oil pan and I am still under warranty. So they had to keep my vehicle until it comes in. Your oil pan is a synthetic composite material. The 3.5 and 5 liter engines used the composite material as well, but has been superseded by a different part number, so if I replace a pan under warranty, I now have to use a metal pan. It would not surprise me if they make this change on the 1.5 as well. The standard delivery time from Ford is 1-2 days. -Then I had to rent a car (yes, I had to pay for it, not them) until they get it fixed). We often have our loaners out on the road so there may not be one available for every repair. Ford has rental coverage available throughout your powertrain warranty for the duration of a covered repair; any receipts you have can be submitted for reimbursement. -Everyone I spoke to thinks that the tech who initially worked on it might have stripped out the oil pan by tightening it too much. It is safe to say that those whom you spoke with are not familiar with this oil plug/pan combo. If they are mechanically inclined, encourage them to search the part number KX6Z 6730B for the plug. To remove, a simple 120 degree turn will release the plug, while placing back in and turning 120 degrees will reinstall. There are not any tools used in the removal/installation of your drain plug. -If that's the case, they are trying their best to cover it up and call it a factory defect because I can't find anything about it online. Again, that is not the case, but I have no problem taking ownership of everything that leaves the shop and am proud of the work we do. If there is a workmanship issue, I will happily address it in a way that I would have my mother treated. Just for good measure, I searched "Ford oil pan problem" and right at the top of the first page explains everything I addressed above. -They just don't want to take the blame for their own mistake!!! I do NOT recommend this place!!! Not even to change the pine tree scent hanging from your mirror. They might rip your mirror down and call it a defect. I wish you the very best Mrs. Tyson. I believe you are looking through the lens of someone who feels they have been lied to and cheated, as evidenced by your review. I will be happy to redirect the anger and feelings of mistrust where they belong, and suggest you take the picture of your siliconed drain plug over to the 5 minute lube shop and ask them if this is an image of their work. You might also ask them what engineering number they have for the drain plug on your vehicle and see if it matches the plug we replaced. KX6Z 6730B will match the paperwork you received from us, and is shown on the silicone-lathered plug. I am happy to answer any questions you might have and feel free to stop by and see me! Again, no hard feelings and we're happy to have you back. -Conor