Business ProfileforSunset Ford of Waterloo

I sent my vehicle to Sunset ford of waterloo because i had a wrench pop up on my dash. With my vehicle being only 2 years old and having only ***** miles I figured that this should be covered under my basic manufactures warranty. I called Sunset **** of ******** and was told I could be put on a waitlist or I could take my vehicle to Sunset ford of Waterloo. Needing the vehicle I decided to have the vehicle towed to the Waterloo location because the Code that I could see on the app said that the vehicle had a ************************************** When the vehicle was received at the shop they looked at the vehicle and couldn't find any issues with the vehicle a second technician they said that it looks like something was spilled on the gear shift and nothing was spilled on the gear shift. I spoke with another dealership and was told that it would be submitted under no issues found and I wouldn't have to make a payment for a diagnostic charge instead they charged me $206 for a diagnostic charge and weren't at all willing to submit the request to ****. Seems like Sunset **** doesn't want to take care of their loyal customers. I have bought 2 vehicles from ********************** **** and am in the market for a truck and will be sure look for a different dealership in my area!

****, we are sorry how the events of this repair played out and we can understand your frustration. We have since reached out to ********** regarding his concerns with our Waterloo location. The Powertrain Fault message he received is leading the technician to replace the gear shift module. The gear shift module seems to have some build up of dirt and debris around it and we need to remove the gear selector to verify if the repair is warrantable or not. **** warranty replaces only a manufacturer defect, so if debris or liquid damaged the electronic shifter, **** will not pay for that, and I am confident that is what our staff was trying to convey so there were no additional surprises. Without removing the part and inspecting it, we cannot confirm if the concern will be covered or not, so that really will be the next step. Otherwise, as we look back at the events, ********** had approved the diagnostic fee via phone call with the advisor staff and signed off on it at pick up. Sunset's standard practice is that no vehicle is released without payment. ********** picked up his vehicle and was charged the diagnostic fee for the technician's time and the ticket remains open until we investigate this further on our end. We plan to be in communication with ********** to see what help we may be able to provide. Again, we are sorry for any misunderstanding up to this point. Sincerely, *************************, Service Director, ************ or ************************************