Short of the long, do Ford service departments charge by the job or by the actual time they worked on the job?
I took my 03 Ranger in to have the rear brake line replaced. It was leaking brake fluid all over the rear diff. I decided to take it to Ford service because I generally trust them more than a random shop. I was in a pickle and had to have it fixed that day and didn't really know what else to do. I dropped it off at 11:00 and the service rep had me sign a deal saying they would call if the repairs would be more than $65. I said, "Best case scenario it just needs a new brake line, fluid added, and flushed and bled." He said "yes, that's what it looks like."
At this point I'm thinking $40 in parts and 1 to 2 hours of labor.
The rep calls me at 12:00 and says it could be as much as $600 because the bleeders may be seized and it would take some time and possibly more parts if they can't heat up the bleeders to get them loose. I questioned him right away because I couldn't understand how it would take 4 hours or more to work on the rear brakes. I didn't think it would take that long to replace both rear drums and the brake line. I asked him when it would be done and he said they were shooting for the end of the day. I said to go ahead and work on it because I didn't really have options at this point and was hoping the bleeders would loosen right up and wouldn't require as much labor as he was estimating. The rep offered their shuttle service to give me a ride to a local bar or restaurant because he was thinking it was going to take some time.
At 2:00 I see a tech drive the truck around the building and park it. I'm thinking great that was only 2 hours this will be much cheaper than he estimated.
The rep brought out the bill and took me to the counter to pay without discussing the bill in the least. I paid the bill and was finally able to look it over. It was over $500 and didn't brake down labor hours. There was a short description about customer stating the brake line was leaking with a total of $437.50. A small amount for parts and $79.xx for flushing and bleeding brake lines.
I went back to service to discuss the bill with the rep I had been dealing with all day. He was "out to lunch", however, another rep tried to explain to me that they charge for the length of time the job is supposed to take and not the actual time it took. I argued saying the car was worked on for 2 hours. So, that's $250 plus parts. He said my best bet would be to talk to the other rep, but he was out to lunch.
I waited around for the original rep to return. When he did I said I didn't understand how I could be billed for labor that wasn't actually performed, you can't make time appear out of thin air. I also said you worked on the truck 2 hours after I approved the work. I asked what labor I was charged for because the invoice doesn't brake it down. He wrote 2.5 for one job and 1 for another. That's where the $437.50 comes from.
This is the way I see it. I was charged for 4 hours of labor when the truck was worked on for 2, 3.5 for two jobs and .5 for flushing/bleeding the brakes.
Is this normal practice for Ford dealers? If so, how is this legal? I wouldn't be able to sleep at night if I did this to my customers and I don't think I would be in business very long.
I took my 03 Ranger in to have the rear brake line replaced. It was leaking brake fluid all over the rear diff. I decided to take it to Ford service because I generally trust them more than a random shop. I was in a pickle and had to have it fixed that day and didn't really know what else to do. I dropped it off at 11:00 and the service rep had me sign a deal saying they would call if the repairs would be more than $65. I said, "Best case scenario it just needs a new brake line, fluid added, and flushed and bled." He said "yes, that's what it looks like."
At this point I'm thinking $40 in parts and 1 to 2 hours of labor.
The rep calls me at 12:00 and says it could be as much as $600 because the bleeders may be seized and it would take some time and possibly more parts if they can't heat up the bleeders to get them loose. I questioned him right away because I couldn't understand how it would take 4 hours or more to work on the rear brakes. I didn't think it would take that long to replace both rear drums and the brake line. I asked him when it would be done and he said they were shooting for the end of the day. I said to go ahead and work on it because I didn't really have options at this point and was hoping the bleeders would loosen right up and wouldn't require as much labor as he was estimating. The rep offered their shuttle service to give me a ride to a local bar or restaurant because he was thinking it was going to take some time.
At 2:00 I see a tech drive the truck around the building and park it. I'm thinking great that was only 2 hours this will be much cheaper than he estimated.
The rep brought out the bill and took me to the counter to pay without discussing the bill in the least. I paid the bill and was finally able to look it over. It was over $500 and didn't brake down labor hours. There was a short description about customer stating the brake line was leaking with a total of $437.50. A small amount for parts and $79.xx for flushing and bleeding brake lines.
I went back to service to discuss the bill with the rep I had been dealing with all day. He was "out to lunch", however, another rep tried to explain to me that they charge for the length of time the job is supposed to take and not the actual time it took. I argued saying the car was worked on for 2 hours. So, that's $250 plus parts. He said my best bet would be to talk to the other rep, but he was out to lunch.
I waited around for the original rep to return. When he did I said I didn't understand how I could be billed for labor that wasn't actually performed, you can't make time appear out of thin air. I also said you worked on the truck 2 hours after I approved the work. I asked what labor I was charged for because the invoice doesn't brake it down. He wrote 2.5 for one job and 1 for another. That's where the $437.50 comes from.
This is the way I see it. I was charged for 4 hours of labor when the truck was worked on for 2, 3.5 for two jobs and .5 for flushing/bleeding the brakes.
Is this normal practice for Ford dealers? If so, how is this legal? I wouldn't be able to sleep at night if I did this to my customers and I don't think I would be in business very long.