Hello all. This is my first and I'm here to share my experience at the dealer service department.
It started with taking my Focus into the service dept of Beaverton Ford of Beaverton Oregon for grinding noise from brake. My front brakes were making grinding sound randomly even though there was a pad.
The problem was reproduceable when I took it in, but they couldn't find the problem. I was told the pads were fine and there was nothing caught between the rotor and pads. They claimed the lug nuts on my my right side wheels were loose and they retightened them.
When I went to pick up my car, the service advisor put the car up on the lift to show me the brake parts, but they struggled to get my wheel lock off. They stripped out the groove on the wheel lock and damaged my wheel when their impact wrench slipped off the groove.
This is when they tried to pull a BS on me. They basically told me its not their fault they damaged my wheel and I need to go blame the independent repair shop that worked prior to them for over-tightening the nut. One guy demonstrated with a torque wrench that my rear right lug nuts are tightened well over 120ft-lbs and thats what caused the problem. It is true that the independent shop is the one that worked on my wheel before the service dept, but it is the service department that decided the lug nuts weren't torqued enough and overtightened the lug nuts way over the recommended torque.
So, the dealer's tech decided my lug nuts on the right side wheels were not tightened adequately in the conditions my car was checked into them so they retightened it. Their own idiot technician over tightened the hell out of my locking lug nuts and couldn't get it off and damaged the wheel and the locking lug nut, so they tried to dodge their accountability and told me to "go blame the tire shop that installed the wheels" before I took it to them. Unbelievable!
They have nothing to do with it. While they were the last one to work on my car before the dealer, the last one to torque down the lug nuts was the dealer's own idiot tech.
Knowing it was the service dept that last tightened the nuts, I demanded they produce everything they stated in writing and the service advisor told me "we will document this for you so you can go hold the other tire shop accountable". Hold the other shop accountable for damage resulting in the process of removing something their own moron tech over-tightened?
It's bad enough they're denying liability, but they go as far as trying to blame someone else for it. Amazing. The service advisor was told by his boss that it is the service dept responsibility (uh.. DUH!), but it is still totally unacceptable that he tried to pull a quick one on me and played the "it's anyone's fault but our's that we f'ed up your car" card