Mr. Hellerstedt,
Thank you very much for your feed back. I have reviewed the repair order and technician story from your visit.
My understanding is you brought your Focus in for a vibration. Our standard practice is to repair any vehicle under warranty within the guidelines of Ford Motor Company. That being said if we have a car come in with a concern that would not be fixable under warranty then it is the owner of the car that would be responsible for the cost of the inspection, diagnostics, or repair.
What we had in this situation was an unverifiable vibration. Without a verifiable failed part Ford Motor Company will not cover the concern. The closest thing to a failure we were able to verify was a slightly bent exhaust shield which again would not be a warrantable part at 49464 miles.
I also noticed Jaime did waive all of the charges to you in what I would expect was to be a goodwill gesture to ensure your complete satisfaction.
Hopefully this explanation helps to address any questions you may have had about why your Service Advisor was talking about charging you for diagnostics. If not feel free to contact me directly.
Gary DeJarlais
Service Manager
Cliente Verificado