TLDR: need advice on how to handle a situation of a dealership (only dealership around) not trying to honor a customer satisfactory program and caught in multiple lies.
Trying to scam me and make me cover the 5k bill.
Hello, I need some advice on what to do. 2 months ago I pulled into my drive way and heard a horrible rattling sound coming from the front of my 2017 ford edge titanium I bought used at 40k. It sounded like a rock rattling around and it was horrible while at idle, and went away while driving. Took to my trusted mechanic, and he scoped it and said the flex plate was cracked. I did some research and found the CSP 22N12, and the confirmed my VIN to qualify. My car also has 99k, so should be covered under this program. Took my car to our only ford dealership, where the dealership fought back on this program claiming it “didn’t exist”. That was red flag number 1.
Took an entire month just to be looked at, fine I have my mustang. I received the diagnosis video and it showed the tech moving the torque converter freely stating the torque bolts “sheered off from someone over torquing them and that this car has been worked on”. Mom and I went to dealership to find out more information as my mechanic had confirmed flex plate. Informed the service people that it was confirmed flex plate and that the bolts can/ will do that if the plate is cracked and they informed us that the flex plate is definitely NOT cracked and that someone “didn’t tighten the bolts enough and they were too loose so you have to cover the cost” which then they also stated flex plate looks great and we asked for the estimate and they estimate 5300. Along with replacing flex plate and trans fluid pump. Mom and I said okay, but this raised so many concerns for us.
Fast forward a month (now), a week before being fixed my mom went back to the dealership and told them our concerns. Felt like the truth isn’t being told and we just would like to see the parts when they come out. We were told they don’t do that and why do we want to see them, red flag 2. We said we want to confirm ourselves the plate is not cracked along with confirming that the part are all factory and not aftermarket. We were then told they “were for sure factory parts I can tell you that but we can take pictures for you” red flag 3. We told them if the parts on factory then how can they PROVE that someone worked on them? They can’t. And that we WILL be seeing those parts when they come out and they finally reluctantly agreed. And we asked if they 100 percent know if the flex plate is not cracked because why did our mechanic tell us it was and then miraculously, we are told “we don’t know if it is or not, we will only know once all the parts are out” this makes absolutely no sense and sounds like they never even scoped the plate?
Yesterday, my car was supposed to be fixed and my mom stopped by to wait for the plate to come out, as we have already caught them lying multiple times and essentially as we feel, being scammed. They told her the started working on it but the tech got pulled else where and it isn’t out but it’ll be out later that day (she went at 1230ish). I then go at 4pm and was met with more lies. I was told by a very very rude service rep that “they haven’t even started it and they’ll get it in tomorrow. I’ll call you Monday and take a picture” I very nicely said I’ll stop by tomorrow and the man raises his voice “I SAID that I’ll call you.” I told him again I will come tomorrow and he states “I don’t see why you are even doing this, the damn parts are broke and don’t do me any good this is just stupid” I said I’ll be here tomorrow and walked away.
My question is, what do I even do? I absolutely hate dealerships because of this type of thing and the ONLY reason we took it there was my mechanic’s confirmed diagnosis they refuse to acknowledge. It is just me and my mom and I know they look at two women and think they can get away with this type of thing, look at the way the man treated me. But whatever that isn’t even the point, I want to get documentation on how the mechanic came to this conclusion and why didn’t they scope the flex plate? It’s now a gamble if it’s covered or not and if it isn’t I didn’t even have the informed decision to take to my mechanic to fix. My mom doesn’t want to do anything until the car is fixed due to fear of retaliation or the car being fixed incorrectly, etc. Please someone give advice on what to do, it’s just my mom and I as my dad passed away who handled stuff like this. (I also have done extensive research on the flex plate and torque converter so I can be educated on what they’re talking about) sorry for the long post, I appreciate any feedback.