CB Car Dealers Ford Complaints #522-541

Ford review: Service for def fault light

Dan Beall of Portland, US

Aug 17, 2019 5:00 pm UTC

Verified customer

August 17, 2019
To: Ford Motor Company and Westlie Ford, Washougal, WA
From: Daniel Beall owner of a 2017 F350 Super Duty diesel (1FT8W3DT9HEE56097)
RE: DEF fault light and visit to Westlie Ford service on 8/13/19

I am retired and travel around by pulling a 5th wheel RV with my F350. While approaching the Columbia River Gorge area last week, the DEF Fault warning light appeared. Since I'm staying in Cascade Locks, OR, I called around Ford dealers in the Portland area for an appointment to get my truck checked out. Westlie Ford had an opening in a few days so I took the truck in there. Since the truck is still under warranty, I was not expecting any problems.

1) After waiting awhile, service advisor Jennifer came out and asked me what DEF I used in the truck. I said I usually buy the Walmart brand since I was never told by any Ford representative that this was a problem. Jennifer then informed me that the owner's manual specifies that only Motorcraft brand DEF should be used, that my warranty was void and that it would cost me nearly $1000 to fix the truck. I should have checked the owner's manual right then, but I was in shock from the news. I have now checked my 2017 Super Duty owner's manual and found on page 190 that you can use any DEF that is certified by the American Petroleum Institute (API). Walmart brand DEF is certified by the API.
Clearly, Westlie Ford either lied to me about the DEF or they were ignorant about it. Either case is inexcusable for qualified Ford service personnel. If only Motorcraft DEF is suitable for Fords, then it should state this in the owner's manual and there should be a warning label on the truck where you add the DEF.
2) Being from out of town, and on a retirement budget, I needed to get a second opinion before I spent the $1000. I called the service department at the dealer where I bought the truck (Utter Ford in Sherman, TX). The service advisor at Utter Ford talked to a diesel tech and informed me that the price which Westlie Ford had quoted me was outrageous, and that I should go to another dealer for the repair. Mario, the service manager at Westlie, was surprised that another Ford dealer would say that. I've found that if a salesman or service manager objects to you getting another opinion, then something is not right. I reluctantly paid the $281.84 diagnostic fee to Westlie Ford and left to take my business elsewhere.
3) I drove over to Gresham Ford in Gresham, OR. Luckily the diesel tech was available and Ryan was able to get my truck checked out right away. Two hours later the problem was fixed free of charge. Gresham ford was able to fix the problem in less than 2 hours with no BS about what DEF I was using. Westlie Ford was quoting 6 hours to fix the truck at a cost of nearly $1000. If I was a local, I would be taking all of my future business to Gresham Ford.

In conclusion, I feel that Westlie Ford was dishonest with me, and I feel like I should get a refund of the $281.84 I paid them for diagnostics. Since I am retired and traveling in an RV, I meet a lot of other people who buy trucks. I don't think Ford wants me repeating this story about the DEF and Westlie Ford.

Sincerely,

Daniel Beall
[protected]

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