Ford dealer diagnostic charge to see if AC is covered under Ford premium extended warranty

[GON]

Little bit of a surprise this morning.

Dropped my 2019 F350 with Ford's premium extended warranty off this morning for a recall (tailgate camera). While it was in the shop, the AC is blowing hot, and I don't hear the compressor come on. Also, I need a additional key FOB and the premium extended warranty covers replacement key FOB.

Things went well at the dealer, except three potential flags (1) service writer was brand new- not only to Ford but likely to the industry), (2) dealership was recently sold from a small independent Ford to a regional dealership network, (3) signs all over the dealership that third party warranties are at the car owner risk- not my issue on this but thought unique to have this plastered everywhere.

An hour after dropping the truck off, get a call the key FOB not covered by Ford premium care. I suggested the service writer take a second look at the policy, I am sure the key FOB replacement is covered. An hour later, I get a call saying it will cost me $200 USD to see if the AC issue is covered under warranty (diagnostic fee). I told them to not fix the AC- for multiple reasons.

I took the truck home, and the low side is reading pressure well off the chart- reading overfilled. This is not the case, so something else is wrong.

I understand and will pay a legitimate diagnostic fee. What I am concerned about is a fluke or intentional to charge a customer with the premium (most expensive warranty Ford offers) two out of two fees for activities that the warranty terms and conditions state are covered under warranty.

 

[SC Maintenance]

I would also have done the same.

Is there another dealer around?

 

[bdcardinal]

They get you to authorize the diagnostic fee in case it isn't covered. Also fobs usually aren't covered unless a specific key policy is purchased.

 

[RBT]

Unfortunately a lot of the dealers do this. It is not a reputable business practice. Typically they will waive the fee if there is a repair made.

 

[We're Metals]

Call corporate and have them tell you what to do (seriously done this before).

 

[nascarnation]

My experience is when a local owned auto dealer gets bought out by one of these large investment groups, customer service degrades and the dealer employees are less happy. It's the classic MBA-driven loot/pillage/slash/burn.

 

[GON]

They get you to authorize the diagnostic fee in case it isn't covered. Also fobs usually aren't covered unless a specific key policy is purchased.

I have the fob coverage, which I was told I didn't, and until I pushed back , it was only then acknowledged that I did.

On the pay for diagnostic on a item covered under the terms and conditions in the contract, it is at a minimum a conflict of interest and a significant incentive to not cover the warranty repair.

 

[bdcardinal]

I have the fob coverage, which I was told I didn't, and until I pushed back , it was only then acknowledged that I did.

On the pay for diagnostic on a item covered under the terms and conditions in the contract, it is at a minimum a conflict of interest and a significant incentive to not cover the warranty repair.

We do it and when it is covered we don't charge it. All you do is authorize the charge if it isn't covered. We actually do that for almost every warranty RO because there are chances it won't be covered.

 

[BHopkins]

I just went through a similar issue on my wife's BMW X5. It lost power on the highway, and I had it towed to the BMW dealership. BMW charged a $200 diagnostic fee, but when they found that the problem was covered by the warranty, the service advisor immediately waived the diagnostic fee, without me having to ask.

I understand why dealerships charge diagnostic fees. Way too many customers that take their car to the dealership for diagnostic, but then for whatever reason, decline repair. Now that the dealership has identified the needed repair, they do the work themselves. Or they have a shade tree mechanic do the repair. And the dealer is out what it cost to do the diagnostic.

 

[MNgopher]

Not abnormal for any garage to ask for the diagnostic fee to be covered prior to determining whether it is or is not a warranty covered item. Nearly all will waive that fee if warranty coverage applies - but to get there requires time and effort on their part that needs to be covered by someone.

 

[maduroman]

I have the fob coverage, which I was told I didn't, and until I pushed back , it was only then acknowledged that I did.

On the pay for diagnostic on a item covered under the terms and conditions in the contract, it is at a minimum a conflict of interest and a significant incentive to not cover the warranty repair.

Dont pay that !!!
Go to another dealer
If your contract says a.c. is covered then diag time is on the dealer

 

[JTK]

I've had the same experience as everyone else here. It's been quite a while since I've used dealer service, but I've been given that line before where I have to agree to a diag fee in the event it's not covered under warranty. I'm happy to pay for a real diagnostic. How many of them are real is the big unknown.

 

[Chris142]

Sounds like the compressor is not engaging. That will show equalized pressures on both sides. Hàve you checked fuses?

 

[MaximumMini]

End of the line for that 2019 one.
Time to junk it and buy new. (Planned obsolescence)

By the way..John Deere local dealerships do the EXACT same thing....$135 for a diagnostic fee
(But hey, if you've never "abused the mower, like leaving it out in the rain, then they'll (possibly) apply that to your repair fees.
The mower was $3,400 and an additional $1500 for every possible warranty under the Sun was purchased for it.

EVERY warranty claim so far has been denied. It has 105 hours on it

 

[newtoncd8]

I have the lifetime MOPAR warranty on my Jeep. Jeep also charges a diagnostic fee to determine the root cause; once they submit the claim and determine the repair is covered, they waive the fee.

 

[MaximumMini]

Chrysler will be in touch with that dealership shortly to correct that problem.

 

[MaximumMini]

I have the fob coverage, which I was told I didn't, and until I pushed back , it was only then acknowledged that I did.

On the pay for diagnostic on a item covered under the terms and conditions in the contract, it is at a minimum a conflict of interest and a significant incentive to not cover the warranty repair.

My bad...I forgot to add.......
UNLESS you can do all the repair work yourself (and the parts are available)
Did you know it's easier to get parts for a Ford Model A than it is for a 2025 Sierra or any 2025 diesel pickup ?

 

[clinebarger]

Unfortunately a lot of the dealers do this. It is not a reputable business practice. Typically they will waive the fee if there is a repair made.

Waiving diagnostic charges is an archaic business practice, If the manufacturer wants to cover the diag fee....Fine with me!

If I have to break out diag equipment....I'm getting paid for my time., Repair is a whole other line item!

 

[SC Maintenance]

Waiving diagnostic charges is an archaic business practice, If the manufacturer wants to cover the diag fee....Fine with me!

If I have to break out diag equipment....I'm getting paid for my time., Repair is a whole other line item!

I don't know how time reporting works anymore - but 30 years ago something like that the technician would bill to "shop". The warranty is to be covered by the dealer, not directly out of employee goodwill?

Dealers are expected to provide warranty service for vehicles they sell. Its part of the franchise agreement. Now I can see a diagnostic fee if you need to drive around 30 minutes to see if you can reproduce the problem, because maybe you can't. But if you show up and the service writer can clearly see the AC is not cooling - thats pretty straight forward. Now I get that it might be a stone in the condenser, but at that point more than likely the customer is going to pay for the whole thing anyway - so its a pretty safe effort - again for the "shop". Individual techs should get paid either way.

I have owned 2 new Nissans and one Toyota, and never was asked to pay a diagnostic fee on anything?

 

[clinebarger]

Most dealer techs & mechanic's in general get paid on "flat rate"......A percentage of labor hours billed under their name/number. If you can't bill the time out, You're not getting paid.

I have never been paid diag unless the Manufacturer or Vehicle owner pays for it.....If the Manufacturer kicks it back a month later.....My employer/dealer would deduct those hours off the current pay period.