Dealer drop-in bed liner install horror story

[brettpep]

Short version: Purchased a drop-in bed liner from Ford Accessories | The Official Site for Ford Accessories . Paid for the dealer install. After some confusion, scheduled the installation (different dealer vs. where the truck was purchased). Dropped off the truck, and picked it up 2 days later. Installation was obviously sub-par (I'm being generous here). It was closing time, and I needed to be elsewhere. They said no problem - If any issues, bring the vehicle back. Today I did so showing the dealer where some of the parts and bracket attachments were missing. After a brief discussion, the Service Manager told me they lose money on every one of these installs and that if I need parts, I would have to call Ford Accessories as it was no longer their problem ("We only install what they send us").

Called Ford Accessories. The first person informed me it would have to be a warranty claim and I would have to wait for their decision (could be months) on whether it was covered or not. That call was dropped when they tried to dial in the dealer. Called back. The next person was very helpful- would start a case and provide a case number. Said the dealer had to be involved. Was cut off when I asked for time to grab a pen so that I could write the case number down (driving at the time). The third person (not cut off) said we will reach out to you within 5 days to let you know what we decide.

So here I am: A new customer who used the official Ford site to purchase a part and used an approved dealer off the list to install it (at my cost). Right now, I have a drop-in bedliner with no brackets mounted for the side pieces, no black trim pieces for the tie-down area, and no top trim piece for the piece that mounts up against the cab wall. The dealer says it's not their problem, and dealing with the customer service team has been challenging, to say the least.

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[HotJombalya]

It’s amazing how often they don’t ship all the parts needed. I ordered the mud flaps from ford accessories and it was missing the hardware to install them. I talked to ford and they made me return the flaps instead of just sending me the hardware and then resent the complete package. The dealer is and I hate to say it correct that if there’s missing hardware to take it up with Ford.

That said it really sucks and I get your frustration. Do they expect you to return all the pieces just to get the missing hardware?

 

[brettpep]

No, the one service rep told me it's not returnable, and that if I tried that I would just be out any money I spent.

Not clear what to do. I can tell you that based on this and other experiences, I will never buy another Ford. I am seriously considering selling my Maverick and finding something else. I can see that if something major goes wrong, Ford won't be any help.

 

[ValenciaOrange]

You are fortunate the mechanic was able to install the part on the right truck. As for your problem, it should have been corrected immediately. Just wait for the official Ford Rep who monitors this site, to tell you to contact them with your name and vin number. You can then wait , and wait, as your complaint will go silent.

 

[texasPI]

It’s amazing how often they don’t ship all the parts needed. I ordered the mud flaps from ford accessories and it was missing the hardware to install them. I talked to ford and they made me return the flaps instead of just sending me the hardware and then resent the complete package. The dealer is and I hate to say it correct that if there’s missing hardware to take it up with Ford.

That said it really sucks and I get your frustration. Do they expect you to return all the pieces just to get the missing hardware?

If the installer is a professional, he/she/they will check the parts list and verify all parts are there before starting the job. In fact, I believe that is one of the first things the instructions state. Except the instructions are not in the box, have to scan a QR code to get the link. I bet the tech didn't bother and assumed how to properly do it.

@brettpep , check your tailgate cover and see if they reused the original screws or used the ones in the kit. I posted about this in another thread. I never posted an update in that thread, but I was NOT missing a screw, I found it later under a box where I had unknowingly dropped it. I didn't have an adhesive promoter as mentioned in instructions.

 

[fossil]

name the dealer or it is pointless

 

[brettpep]

I want to see how this plays out before I start naming names. More to come, hopefully before 5 full days...

 

[zzbaluba]

It’s amazing how often they don’t ship all the parts needed. I ordered the mud flaps from ford accessories and it was missing the hardware to install them. I talked to ford and they made me return the flaps instead of just sending me the hardware and then resent the complete package. The dealer is and I hate to say it correct that if there’s missing hardware to take it up with Ford.

That said it really sucks and I get your frustration. Do they expect you to return all the pieces just to get the missing hardware?

I am glad you provided this information. The comfort of buying "OEM" accessories and parts just evaporated for me.

 

[HotJombalya]

I am glad you provided this information. The comfort of buying "OEM" accessories and parts just evaporated for me.

To be fair it was annoying but not the end of the world.

 

[Maverick2023]

I want to see how this plays out before I start naming names. More to come, hopefully before 5 full days...

You came to the forum to complain and yet unwilling to name names. What's the point of us helping you ? Or what do you want from us? A sympathy hug?

 

[Sirk]

I imagine you purchased the bed liner and paid for the installation with a credit card. I wouldn't hesitate to contact my CC company and dispute the charge for the installation if I attempted to resolve my issues and the dealer was unresponsive. Document your issues and all conversations.
You can separately dispute the charge for the bed liner if Ford parts doesn't resolve the material/parts concern.

 

[05FordGT]

May I ask, how much was the drop-in? Parts & labor? I only ask as for what it costs for a Line-X spray liner, it's worth the upcharge for one. Especially considering it's a lifetime warranty (for as long as you own the truck). It's what I'm gonna do when I get my truck to eventually get scheduled, and eventually arrives. So glad they removed the drop-in from the XLT Lux Pkg.

 

[Tyler]

You’re letting the service advisor off way to easily. They’re blowing smoke up your ass about losing money on the install.

Step #0 of any installation is to make sure you have all the correct parts. This was their job and they should not have proceeded with install if parts were missing. If they didn’t alert you that pieces were missing before installing then for all you know they misplaced or broke the pieces.

Dealership is responsible to procure the missing pieces and install at no charge.

 

[skyhawk]

I have had issues with parts from the Ford Accessories website.

My bed extender came with a manual that had every other english page missing. It was clearly a photocopied manual and someone forgot to enable duplex copying for the english portion before assembling it. Luckily the spanish section was there and Google Translate on my phone helped me make sense of things.

It also had one of the assembly screws with a mismatched head (all but one were T25, one was an allen head)

My bed divider came with instructions that depicted the attachment clips as being able to slide to accommodate variance caused by temperature and such (which would have made install much much easier) - but the actual clips were fixed and immovable.

I chalk it up to typical Ford QC. I guess that I have been spoiled by perfection with my Japanese brands.

 

[brettpep]

Thanks, everyone. Just an update:

1) No response yet from Ford Accessories or the dealer

2) I posted this to vent and to make others aware of the challenges in dealing with an online order of parts that a dealer will install. I was also hoping this might get attention from someone that works for Ford

3) In addition, I was hoping someone had a similar experience and might have some guidance

4) Curiously, they did use the correct washers but nothing else. This makes me wonder because I am assuming all the pieces of hardware come in one bag

5) Haven't looked into the credit card dispute option yet

6) I paid just over $200 (including $60 dealer install fee) after using points and coupon. This is why I went the DIBL route vs. a spray-in

To be clear, I love my truck. I just don't have a lot of faith in Ford. Given my experience, and what I have read, I have concerns, especially for the long term.

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