I have purchased numerous vehicles from Legacy For...

I have purchased numerous vehicles from Legacy Ford. The sales team that I worked with were phenomenal....But Service on the other hand, not so much.

I took my 2015 F250 in because while I was driving it the DEF 500 mile warning came on. This was nothing new, it's happened numerous times due to how often I drive the truck. When I get the warning, I go and add DEF the same day if possible, or the next day at the latest. This particular time, 10 - 20 miles after the initial warning the truck dropped down to a 30 mile warning. We immediately acted on this and filled it with DEF. It only held 3 additional gallons, which tells me that it wasn't close to empty. Unfortunately the truck didn't recognize that it had DEF and it went into the mode that only allowed us to go 55 miles per hour. I knew that we had to get it in to Legacy immediately, after all, they are the HOME OF THE LIFETIME WARRANTY, plus we had an extended warranty.

I first took it to Quick Lane since they opened one close to me and I was told that I needed to go to Service. No big deal, I call the Service Department and am told to bring it in. My wife and I take it and drop it with Shelby. She says we should have it the next day. Keep in mind that this was on Monday. She also tells me that there is a $260 diagnostic fee as well as a charge for labor. She said it would be around $380 total. When I asked about our warranty, she said it may not be covered because we "let" the DEF empty out before refilling, which locked it in "Safe Mode". And unless the sensors were bad, we would have to cover it. I didn't understand it all, but I need my truck, so I was basically put at their mercy.

The next day I call to see if it was ready, it wasn't. I was told I would get notifications via text if I opted in, which I did. Wednesday comes, no message no update. Thursday morning I call at 7:30am, and I'm told that the tech isn't in until after 8 or 8:30am, but Shelby said she would get with him and give me a call. I get to noon on that Thursday and still haven't heard anything. At that point, I'm not happy so i reach out to the General Manager. He assures me that he will get answers, which he did. He even had them put me into a loaner F250, which I was grateful for. When I picked up the truck, Shelby mentions that she was told that I would be getting some sort of discount, if I did have to pay, because at this point they still couldn't tell me what the issue was or whether or not it would be covered under warranty.

I don't hear back from Legacy until the following Tuesday around 5:30pm and it was by automated email. So I call Shelby to find out what the issue was. She essentially reverts back to I let it go into safe mode so I was responsible, which isn't the case, but that's what their computer told them. So i ask her the price and she tells me $490....First of all, I was quoted $110 less than that. Secondly, where was the "discount" I was supposed to be getting?? So I immediately bring it up and Shelby says, "Oh yeah, I'll get them to change that." She takes the $380 down to $360 for my discount...5%. I guess it's something.

At any rate, I tell her that I cant bring their truck back until the next day, which I ended up not being able to do because of work, but I called and left a message stating so. My wife talks to Shelby today and she is rude to my wife because I was supposed to drop the truck the day before and they had already set someone else up to use it. If she had checked her messages, she would have known it wasnt going to be there and honestly, can they be that mad??? They kept my truck 7 days longer than they were supposed to.

Silver lining...They put me in a newer F250 that I really liked, so I will be buying a new one. You already know where it WON'T be from.