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Poor Service & Business Decisions
Posted by Sbboundjets on 05/16/2005
BALLWIN, MISSOURI -- I have since been in contact with Ford Corporate, including the Executive Offices, Zone Manager and District Manager. There attitude towards the customer has been deplorable. I plan on resubmitting the below letter back to the Executive Offices with an update of what has transpired. I strongly urge anyone who reads this not to buy a Ford product. It is no wonder that they are being debt has been downgraded. I actually spoke to the District Manager on a day where there was an article in the paper that sales on Ford Explorer's were down 35% within the last year. Also, that this % decline is higher than comparable SUV's of other manufacturers. I would think customer satisfaction would play a large role into that.


Just see the letter, I sent to Ford Corporate below:

I am writing you this letter in reference to the experiences that I have had with my 2002 Ford Explorer and the level of service (or lack thereof) that I have received from my local dealership (Bo Beuckman-Missouri). In June of last year my rear axle seal began to leak. I brought the car into the dealership for repair. Within a few weeks, one of my alert lights on the dashboard was activated, so I brought the car back into the service shop to have it checked out. The Dealership informed me that the rear axle had a groove in it, caused by a faulty seal, was causing the leak. The rear axle would have to be replaced. The axle took over a week to be replaced. Once I took possession of the car, it had a discernable knocking to it as I drove. I immediately turned around and gave the car back to the service department. The Service Manager claimed that one of the technicians had forgotten to reattach a brake cable that was then hitting the tire.
Two days after picking up the car once the knocking noise was repaired, I was driving my son (one year old at the time) to his grandmother’s house on my way to work. I noticed that the car did not “feel” right. It almost felt that the car was out of alignment, but it was not driving terribly. After I dropped my son off and went to work, I started thinking more and more about the car and the way it drove on the way in. I called the Service Department at Beuckman and told them that I would be bringing the car back in at the end of the day. As the day went on, I had a sneaking suspicion that I should not pick up my son on the way home in that car. I really had little reason to feel that way, but the car just did not “feel” right. For me to pick up my son, I have to go 15 miles further than if I would go straight to the dealership (all highway). I called my wife at her work and asked her to go get him and take him home. This was no small task as her place of employment to pick up my son and back, in traffic, is about an hour and half.
On the highway on the way to the dealership, the car started to shimmy at 50 miles per hour. I slowed down the rest of the way, and thought it best that once I got close to the dealership (which is not far from my house) to cut through neighborhoods. After I exited the highway and had started to cut through some subdivisions, I started to hear a crunching sound from the rear of the vehicle and the car was bucking wildly at any speed over 5 miles per hour. I peered out to the left rear wheel while driving only to find that it had lodged loose and had all but fallen off. I stopped the car just three miles from the dealership. I just sat there stunned, thankful, and angry before calling the dealership. I realized that had I picked up my son, that the two of us would have been on the highway at the time. The ensuing accident would have had the potential to be very serious. We got lucky that something had told me not to go get him. The service department stated that faulty bearings caused the reason for the mishap. At the same time they informed me that every time that you recalibrate those bearings like you have to when you replace the axle, they weaken. They should have put new bearings on the car. Rather, they took the cheap way out and put my family and I in great risk.
At that time, I contacted the General Manager of Beuckman Ford, Mr. Larry Perez, to discuss what had happened. I explained the entire situation with him from the beginning. I was very courteous, patient, and polite. He even commented to me at the time how reasonable and forgiving I was being considering what could have happened to me and my family. I never asked for one thing other than Mr. Perez’s word that the car would be fixed and be safe for me and my family. Mr. Perez gave his word that the car would be thoroughly tested and that if anything happened in that area of the car again, that I could contact him directly. He also offered me an Extended Service Contract for my trouble and again thanked me for being so understanding. I thanked him and told him that I hoped I would never have to discuss this matter with him again.
About one month ago, a fluid started leaking from the rear of my vehicle again. I immediately knew what the cause of it was. I made an appointment with the service department and emailed Mr. Perez and reminded him of what had happened previously. I informed him that my car would be there on the following Monday and that I would speak to him then about what to do about the situation. The service department called that afternoon to confirm my suspicions, the rear axle seal was leaking again. The same repair that escalated into an extremely dangerous situation last time. I called Mr. Perez once I knew that it indeed was the same issue that he gave me his word would not occur again. He agreed to meet with me at the dealership.
During this meeting, I discussed my frustration and anger at the situation, that there needed to be some kind of resolution to the situation. I told Mr. Perez that I no longer wanted the car. I reminded him that I could have sued or complained last time since they put me in such danger last time. I could have demanded a new car (by trying to enforce the lemon law) or some sort of compensation, but I didn’t. I am not the type of person who asks to gain something for nothing. I told him that I was giving him and Ford one more chance to back your product and service. I asked him to give me some numbers to look at on trading the car back in and purchasing a new one. I reiterated to him that I was giving him one chance to make good on what happened previously. Mr. Perez called me back (after I had to call him a number of times) the next day quoting numbers, saying he was saving me a lot of money because I was such a good customer. I told him that I would look at the numbers and talk to him following day. To my surprise, I awake the next morning I see an ad in the paper, quoting the exact rebates that Mr. Perez had quoted me. When I spoke to Mr. Perez, he also said he could not do much on trade-in value other than wholesale. In essence, he would give me the exact same deal as I could get walking into another dealer that I had no history with. I felt that he was giving me a snow job, telling me that he is going to give a great deal because of what happened, and what a great customer I am.
I decided later that day to go into see Mr. Perez to discuss this further and go through the numbers. I also showed him the ad from his competitor. He gave me some excuses as to why the other dealer was offering a very similar deal that he offered me. Beuckman even has two 2004 models that they cannot get rid of, that I told him would be acceptable automobiles to talk about. The only stipulation was that I did not want my payment to greatly increase. I told him, that I really did not want to buy a new car right now as I have a two year old and a 7 ½ month pregnant wife, but they had put me in a position that I felt I had to. We went back and forth for about an hour and he would not move on the price. We were still $3500 apart on a car that they self admittedly could not unload off of their lot. Mr. Perez was saying that they were handcuffed by the corporate office on the price.
This was the first time I let my frustration be known. I requested to discuss the matter directly with Mr. Beuckman and informed him that I would be contacting Ford’s corporate office if there was not some sort of resolution (He told me that traditionally corporate Ford will not do much to assist the customer). I told him that given what had happened to the car that they sold me and serviced, that I should be entitled to some greater leniency than a customer off the street. Especially since their product and service had previously endangered my family and I. I also reminded him again, that in the past I had been a stand-up, honest person in a situation that others would have taken advantage of. I felt that I was being punished now for doing what I thought was the right thing when the problems first escalated. It made me feel that the only way they would work with me was to have gotten into a bad accident. This is a horrible way to do business! They are more interested in the “short term” bottom line than self admittedly putting me and my family at risk. I am a relatively young man with a young family who will buy many cars in the years to come. This was/is an opportunity to gain a customer for life, and quite frankly I feel as if I am getting the short end of the stick here. Trading $3500 (Less actually if you count the turnaround on my trade-in) for a potential longtime customer willing to put more of his money on the table, even though he has had some serious issues in the past. Joe Beuckman, through Mr. Perez, went even so far as to say that “making me right” is not a good business decision. I work in the business world and have never seen such blatant disregard for the customer. I also have never seen such shortsightedness in terms of long term profitability and customer satisfaction.
The really aggravating part is that during this whole process, it took their service department four days to fix my car when it should have taken a maximum of two. Once I did get the vehicle back, it was leaking heavier than when I gave it to them. They had to come get the car from my place of business. Their claim is that, they did not properly clean the residual fluid once the seal was again replaced. Now that I have the vehicle back, I fully expect it to start leaking again in the near future. I will be trading in that vehicle at some point in the near future, whether it is on another Ford product is up to Ford.
Mr. Ford, I hope you can think of some resolution to this matter. I have been as fair as I can be. I was not asking for much and was willing to pay over $22,000 of my money for your product. I was basically told that my business was not wanted. You are in danger of losing a customer for life due to your dealership’s lack of willingness to do the right thing. Also, something needs to be done to correct the errors that are made in this particular shop. If not for me, then please do something for the next customer. I do not know how these service shops receive and maintain their “Blue Oval” certification, but quality is not something I would associate with Beuckman’s service. Most of the problems I referenced above were a direct result of not only the product, but poor service. I am afraid one of these days, they will do something to a customer similar to what they did to me, but that person will not be as fortunate as I was.
     
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No customer loyalty
Posted by Keepunder603 on 06/23/2011
I have purchased 3 Ford Explorers and a Mustang within the last 12 years. The latest purchase was a 2008 Explorer in which I purchased out from a lease in December of 2010. Just within the past few weeks of June 2011, I noticed the center caps were corroding with white colored bumps.

I presented this problem to my local Ford Dealer in Hackensack, NJ and the service manager advised me that it was metal corrosion. He contacted Ford Motors in Detroit, MI. They replied to him by stating that since I am at 37,000 miles, the 3 year 36,000 miles original warranty no longer apply to cover me for new rims. I also purachased the premium 3 year warranty when I purchased the lease.

The service manager had the owner of the dealership contact Ford Motors in Detroit and they would not budge, even after he explained to them that I am a loyal Ford customer. I was pretty disgusted with their reply. The Ford Motor Company showed no customer loyalty. I will not purchase another Ford product.


     
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Posted by madconsumer on 2011-06-23:
i don't get it, it is out of warranty.
Posted by trmn8r on 2011-06-23:
Your manufacturer's warranty has expired. There was another complaint today about a Nissan with clear coat problems, and that consumer was also past the 36,000 mile warranty.

I doubt the "Premium" warranty you speak of is the same as a the original bumper to bumper one - it most likely does not cover this.

As far as loyalty, I honestly don't believe that factors into this. If I was a first-time Ford buyer in the same position, I'd expect to be treated just the same as a "loyal" customer. Whatever warranty is in place is what creates a level playing field.
Posted by redmx3racer on 2011-06-24:
Center caps are seperate pieces from the rims. If only the center caps are bad, why are you asking for new rims? Center caps these days are generally made out of plastic. They probably cost between $15-$40 each.

My advice is follow up with Ford yourself. Sometimes companies will listen and be more willing to help a consumer directly than going through a 3rd party.
Posted by ChuhBaca on 2011-06-24:
I had some center caps stolen from my vehicle. I found another set cheap on eBay. That would probably be the best place to check.

Loyalty to any company that large is loyalty wasted. They don't know your name and they have countless other "loyal" customers. Loyalty will not be returned by any of these companies. It doesn't matter if it's Ford, GM, Toyota, Target, Wal-Mart, Verizon...some may say you are rewarded as a loyal customer, but they have no true loyalty to you. Any time they use the word "loyalty" it's a marketing gimick or a "customer retention campaign" (which happens when customers start flooding elsewhere).
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Blown engine in 2003 Ford Explorer
Posted by Neverbuyaford on 10/30/2010
Dear Fellow Consumers,

Thinking of purchasing a new or used vehicle? I highly recommend staying away from Ford. I recently shipped my 2003 Ford Explorer as part of a government move (I am an active duty member of the United States military). When my Ford arrived at my destination and was started, the engine literally blew up. My Ford was towed to a nearby Ford dealer where it was determined that the issue was “mechanical failure” of the engine. Assuming something had occurred during shipping, I was surprised when the mechanic told me that sometimes the “plastic pieces inside the engine cassette come loose, causing the timing chain to slip, and the valve cover to blow off”. I was also surprised to hear there is plastic in the engine… Anyway, my Ford Explorer was a total loss. Attempts to get assistance from Ford Motor Company were fruitless.

To those of you who have had good luck with Ford products, I truly hope your good luck continues. To those of you in the market for a new or used vehicle, I strongly urge you to stay away from Ford products. I purchased my Ford Explorer brand new back in 2003 and was hoping to drive it for many years to come. I will personally never purchase another Ford product.

- Your fellow consumer.
     
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Posted by trmn8r on 2010-10-30:
Sounds like a plastic timing chain guide failed. At least that is a common failure. Hindsight is 20-20, as reports seem to have started popping up in 2007. I'm sorry this happened to you.
Posted by MRM on 2010-10-30:
The good news is, you certainly can afford to buy another vehicle.
Posted by getoverit on 2010-10-31:
When a vehicle is getting to be seven or eight years old and something goes wrong, you have to consider what kind of mileage is on the clock and whether normal maintenance was performed, etc.

You didn't say anything about that, so I would not necessarily blame Ford. What kind of assistance were you asking them to provide?
Posted by Anonymous on 2010-10-31:
When common problems, such as this occur, it ticks me off when companies won't do anything. This was obviously a common problem in these ford engines, which would mean, no matter HOW well you took care of this engine, this problem is still there and can detonate at any time, regardless of how well the engine is maintained. Ford should most defintiely help you in this situation, but thats not going to happen.
Posted by getoverit on 2010-10-31:
I'm no expert here, Prince but I do know that timing belt replacement is a standard maintenance item on most Fords. I've also been told that not replacing it can lead to serious issues with an engine.

Theory: The timing belt was not replaced on time, whch caused the timing chain guide to fail, as trmn8br suggests.

If the vehicle has something like 60,000-70,000 miles on it, the maintenance schedule would say the timing chain should have been replaced by now.

Again, it's just a theory. But my question would be: what kind of accountability should a manufacturer have for something that was built seven or eight years ago? In a case where the owner did not follow the manufacturer's recommendations with respect to maintenance, I would say that accountability would be minimal.

Again, the OP didn't say anything about what he asked Ford to do. Normally, servicing of Ford products, whether under warranty or not, and whether it's maintenance or repair, is handled through the dealerships. Unless a dealership is not fulfilling its responsibilities, I would not expect that Ford is normally involved.

I don't think this vehicle is under warranty anymore. That doesn't mean that I think that Ford should totally turn it's back but I'm still not clear on what they should be expected to do.
Posted by Anonymous on 2010-10-31:
Timing belts can stop working without warning. Checking and changing your belt regularly prevents breakage, serious engine damage and keeps your car from breaking down. Replacing the timing belt in your Ford may not be inexpensive but it beats the alternatives.


Posted by neverbuyaford on 2010-11-01:
fellow posters,

since you were kind enough to show an interest in my problem with your post, please allow me to provide some amplifying information and hopefully answers some of the questions that have been raised here.

trmn8r - you hit the nail on the head. if you look up the 2003 explorer on www.fordproblems.com....it will really make you cringe for '03 owners.

MRM - not sure what you mean...I wish I could afford another vehicle (did I mention the insurance company walked away from me?)...otherwise I wouldn't have to drive my mom's 98 civic....nice little car though.

Prince - agreed.

getoverit/ript2010 - I admit I am no gear head, however, I followed the Ford Maintenance schedule pretty religiously, and there is no mention of the timing chain at all, or the timing chain guide in the maintenance schedule. If you care to see for yourself...follow this link. http://www.motorcraftservice.com/pubs/content/~WO3EXP/~MUS~LEN/36/03a03mg6e.pdf

my main complaint with Ford is that they sold me a vehicle that literally had plastic in the engine. The timing chain, the process that controls the firing of each cylinder....a super precise order of events, has a plastic component to guide the metal chain and ensure it stays in place. For me, just repeating that back makes me laugh. I really wonder if other car manufacturers use this technology. Furthermore, the mechanic told me (unofficially of course) that he sees this all the time, and that "it is a problem with 02-03 Explorers". Should Ford do a recall?

I don't know if checking a timing chain is a routine item at a dealership. I have never heard of it but obviously I could be wrong. Based on the photos of the damage, and based on the number of hours I have spent under my own hood, I would have to say that checking the timing chain does not look trivial to me. I won't speculate further, it just doesn't look like it would be easy.

The final coup de grace was my experience with the Ford customer service staff. I really believe that they some sort of computer program that randomly generates email responses that are meant to appear caring and compassionate but when read deeper translate into "leave us alone". I tried to send them photos and asked what could have caused this. I was told to contact a dealership. I tried to get a simple statement from Ford stating that "our engines don't just blow up" to assist my insurance claim with the government....but they couldn't help.

Anyway....
Posted by Anonymous on 2010-11-02:
Timing chains do not have to be replaced as much as a timing belt. This particular motor has a timing chain. I am pretty knowledgable in automotive, and can say if you look up this particular engine, you will find TONS of complaints about this faulty compnent that detonates these engines.
Posted by GenuineNerd on 2010-11-02:
I know that GM got into trouble years ago over using plastic intake manifolds on some V-6 engines that tended to crack or leak with age. This was also around the time that GM started using the pink Dex-Cool coolant in its engines, and that some premature engine failures were blamed on the Dex-Cool. Plastic has no business being used in an engine, especially with parts subject to heat and/or stress.
Posted by BmCarson on 2011-01-28:
I'm a certified Ford Engine Master, I know these 4.0L SOHC motors have problems with the front cassette in the front or rear timing chain drive assemblies. I also know that very very rarely do these fail without warning signs. Normally you hear a loud rapping sound when you first start it. It continues to get worse untill you hear it at idle. There is a TSB about this concern and I believe we covered it untill 50,000mi but I'm not sure. I also know that most customers choose not to repair it because it's around 2100 to do so. A reman engine will at least cost you that much just for the engine. Also depending on your attitude when you went into the dealer and if you bought it there, We have a program for loyal ford customers called CuDL that ford may pay half of the cost of repair. I have seen ford motor company goto great lengths for loyal customers. Maybe you should contact the dealer you bought it at?
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2005 Explorer paint falls off
Posted by Mrmoto9 on 05/14/2009
OCEAN, NEW JERSEY -- This truck was only a 3 years old when the paint began to fall of. When I contacted FMC about the problem, they asked me to go to the dealer of my choice so they could take pictures and make a determination regarding root cause. I was told that because the car was out of warranty, they could not help me with any repair.
I own 3 Fords total. I'll never buy another. To all the people who are suffering with similar issues, make it known. Blacken Fords name. Cars from the 60's still have the paint they came with on them, and I am supposed to find this acceptable?
     
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Transmission Failure
Posted by Lexusmaven on 07/31/2008
My 2005 Ford Explorers' transmission just broke in two with no warning. A metal part in the trans. sheared into two pieces. Good luck trying to get Ford to reimburse you. I have tried e-mails,phone calls, even writing Ford headquarters in Michigan. They all have their pat answers (you didn't service it at Ford ) (you should have had it fixed at a dealership). They will not accept the blame or back their product for me at all.

My husband has purchased Ford vehicles for the past 5 vehicles. They do not care.

Warning: You are pretty much on your own! By the way I did have the transmission rebuilt somewhere other than Ford. $2500.00
     
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Posted by madconsumer on 2008-07-31:
is it out of warrenty? if so, they will never pay. they can also tell if someone rode hard on it.
Posted by dan gordon on 2008-07-31:
amazes me that you expect Ford to pay for a 5 yrs old part. How long should the warranty be for? How many miles did you put on this car?
Posted by old fart on 2008-07-31:
I would imagine that Ford has the typical American manufacturers attitude of "it's sold, now the hell with them"...
I had a transmission problem with my 2001 KIA Sephia when the transmission went out at 28,000 miles and they replaced it with no questions asked!
Anything within the 10 year- 100,000 mile warrantee has been covered with no argument whatever..
Your (F)ix (O)r (R)epair (D)aily American product is typical of the manufacturers and should it surprise anyone that GM, Ford and Chrysler are dying companies??
Posted by moneybags on 2008-07-31:
OF

I tought it was Found On Road Dead
Posted by Anonymous on 2008-07-31:
*shudder* My family was pro Ford, only Ford...now, I have a Toyota, my dad has a Honda, and my sister has a Volkswagon. We got tired of paying good money for junk. My ten year old car runs like a top.
Posted by old fart on 2008-07-31:
Companies that produce Pintos and Novas should be out of business...
When GM named the nova they couldn't sell it in Mexico because in spanish "nova" means "doesn't go"....
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2006 Explorer - Tone Ring/Leaking Sunroof/Broken Shifter
Posted by Kubera9 on 07/24/2008
WEST HAVEN, CONNECTICUT -- From the moment I drove the thing off the lot I have had nothing but problems. When making a left turn and depressing the signal indicator, it would keep popping up. That was the 1st day. Drivers side/rear seat belt would not work - 2nd week, tire pressure sensors constantly going off. That I could deal with, but the best is when the tone ring on the braking system broke. The noise was unbelievable. You would have thought I drove over a thousand soda cans. Then the sunroof begins to leak, but not where you would think, the water was pouring out of the overhead lamp switch - the reason - short tracks on the sunroof. I don't even use the stupid thing and the cover is always closed. Tire sensor broke and created a nice big bubble in my brand new tire. Oh and when they tell you they will give you new tires if all of your services are done at the dealership that is a bunch of crap. We had that agreement with our lease and of course when we went to have the tires done we got the big song and dance. The above mentioned items happened between Dec 07 & Feb 08 - all were taken care of or so we thought. July 7, 2008 the shifter breaks.

How the heck does a shifter break - today, July 24, the sunroof is leaking again. I can only imagine the mold that is growing. Lease is not up until June 2009. I get the usual song and dance every time I go in to the shop. It is now 1:20pm and I have yet to hear from service. I heard from one of the owners, but was given no answer. The vehicle was taken in at 8:15 this morning with water pouring in - when I left the dealer 10 minutes after dropping the vehicle off - it was still outside and it was raining pretty hard - so I am sure that the cup holders have a nice bit of water in them and I am sure that the drivers seat is still soaked.

But I was told by one of the owners that after reviewing my problems I should consider myself lucky that nothing really bad has happened. She just jinxed me. So frustrating and even more so I can't get out of the lease. I had a 2003 and I never had any problems with it. I should have kept it.
     
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Posted by madconsumer on 2008-07-24:
how many miles are on this vehicle?
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National Back Order Of 2003 Explorer Tie Rods
Posted by Bucks on 04/15/2008
I could go on forever but here are the facts. My car has been on a hoist at my mechanic's garage for the past 3 weeks, since March 28. The tie rods on my 2003 Ford Explorer went bad. This week Ford called us and said the part won't be available until June.

I am renting a car at $200+ a week because our only family vehicle can't be repaired due to a big ball being dropped at Ford. My wife and I are forced to get a new car or put money into a rental. I asked Ford to pay for two weeks of my rental car but they would not.

How does a company like Ford allow something like this to happen? I had another issue with Ford and their "customer service" but that is a different story. By the way, the new car I'm getting is a Honda.
     
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Posted by Anonymous on 2008-04-15:
OK I am confused. That vehicle does not have a rear tie rod. Now if your searching for a front tie rod I would call Moog, they would likley have it in stock.
Posted by bucks on 2008-04-17:
That is what the mechanic said. I've given the part number to dealerships all around the country. The last two says it all. One stopped me before I said "tire rod" to tell me his are all gone and he gets 30 calls a day for parts he no longer has. The otherone said, "Sorry babe, not going to find one in this country." It's the back. Perhaps it's known as something else also. Ford knows what I'm talking about and June is the date they gave me. It's crazy! I wish it was the front tie rods but it's not.
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Don't Buy A Ford Explorer - You'll be Sorry!
Posted by Bmillar on 12/08/2007
AUSTIN, TEXAS -- I'm never buying another Ford. I used to be a staunch "Buy American" consumer. As American car companies market share continued to plummet, I continued to feel that it is my patriotic duty to buy American.

Well, I finally woke up and realized that everyone else is right, and that I was naive.

Last week the O/D light came on in my Ford Explorer. I drove it right home and got the manual out to see what the problem was. "Transmission problem" was what the manual indicated, as well as several websites I reviewed.

I didn't worry at first, since I figured this would be covered under warranty. My Explorer is just under 5 years old and just under 60K miles.

Surely there would at least be a 60K power train warranty. No one would buy a vehicle if they knew the transmission would only last 59K miles.

Well, the dealer told me a new tranmission was needed (5th and 2nd gears were worn down), that it would cost $3500, and that it is not covered by warranty. And to add insult to injury he charged me $90 to tell me the transmission was bad (something I obviously knew) - isn't this similar to stealing?

I then asked him what trade in value I could get (not that I really would buy another poor quality Ford, but I wanted to explore all options). $5500 is the most they could give. I laughed - since I had taken very good care of the vehicle. It told me that they didn't want the vehicle either - so much for them really standing behind their product. They know the quality is poor. Obviously I was quite irritated. I asked what caused this. None of the possibilities applied since I took good care of the vehicle and had it serviced according to the maintenance manual. In fact, the dealer (Cover Ford in Austin) did the 30K checkup. I spent $1K on that (and probably got ripped off).

I took it to a transmission specialist and had it fixed for under $2500. He informed me that he sees a lot of issus like this with Explorers - probably a poor design and poor quality. Also, judging by various websites there are indeed lots of complains like this.

I wouldn't be surprised if Ford knew of the poor design - since the warranty that came with the vehicle was only 3 yr/36K even for powertrain. If Ford had good quality, why couldn't they step up to the plate and offer 60K or even 100K power train warranty. They must have known the poor quality. In my mind, this is deceptive practice - and I kick myself for not recognizing this as a red flag.

Well, for the 2008 Explorer I see Ford is offering 60K powertrain warranty. So they must have made some improvements (which further underscores their recognition of the poor quality in earlier years). But it's still a far cry from 100K that some vehicles come with. You also have to wonder what other quality issues are lurking.

I think the choice is now clear to me. In the future I will be considering something like a Honda Pilot. Ford deserves the trend of lower market share.

Consumers are very wise, and the quality the provide is reflected in their declining sales and marketshare.

Please don't make the same mistake I made. The foreign competition provides much better quality and customer service.




     
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Posted by Anonymous on 2007-12-08:
The Korean cars come with the best warranty packages but that’s the only incentive they have for people to drive them of the lot. If you want good vehicles I would advise looking in to the other big three Toyota Honda Nissan very good vehicles indeed. My Aunt has a 93 corolla still going strong. As for ford if most of there revenue didn’t come from gas guzzling suvs they wouldn’t be in so much trouble Having a Guy in charge that knows nothing about cars isn’t helping them either.
Posted by Anonymous on 2007-12-08:
I with wallyworld on the Toyota's I have owned a few and I think they have one of the best cars going and it's made right here in America. Most Fords are made in Mexico.
Posted by Anonymous on 2007-12-08:
I agree with Lid Toyota Just opened a Huge plant in Texas for the new Tundra lots of new jobs Toyota is opening plants in the united states while the big three are closing up shop and sending manufacturing overseas.
Posted by Anonymous on 2007-12-08:
Ford recently closed down a plant near me in Norfolk, VA. That's a pretty big statement, to me.

On the other hand, I currently have a beef with Joe Isuzu...(AH, don't you wish you could just look up one individual, and, have them answer to you?).

Posted by MRM on 2007-12-09:
Does anybody remember the commercial where Joe Isuzu flips a Jeep Cherokee off a wooden see-saw? This commercial was shown in the late 1980's. Im trying to find that commercial on YouTube or anywhere else to no avail.
Posted by Anonymous on 2007-12-09:
I drove a Toyota Tacoma pickup for 238,000 miles and never did anything to it except oil changes, brakes and a muffler. I wouldn't take a Ford, for free.
Posted by LisMur30 on 2007-12-10:
You were taking about Ford Stepping up the warranty for thier products.... I have a 2006 Explorer Limited... I have had it 16 months and it has been in the shop a total of 71 days for the transmission. I took FORD to arbitration and won a repurchase. When I got to reading on they are charging me to have used this vehicle for the 16 months (on top of the 10,000 I have already paid). They expect me to pay an additional 4,000 dollars to them. This is BULLSH*T! I think I should get a reinbursment for the time that it was in the shop! This is BAD very BAD!!! Do these people not realize that without us consumers they wouldn't have a freaking paycheck??? Something needs to be done about this!
Posted by Aerocave on 2007-12-12:
I have written of the narrowing quality gap between domestic (GM, Ford, Chrysler) and import vehicles (Mainly Toyota, Honda and Nissan) before...and I still stick to my original point. Yes, Ford, GM, Chrysler have all had issues in the past with inferior quality...but at our dealership (We sell GM and Honda), our biggest "problem" in our service department is the continued decline in warranty work on GM vehicles...believe it or not it is 50% less than what it was 3 years ago...Yet, Honda, on the other hand, has had continual increase in warranty issues, "stop sells," recalls, transmission problems, "fit and finish" complaints, etc--yet the general public still feels that the quality is so much better--Honda does make a very good car--but the evidence that I am talking about supports the fact that so does GM (I do feel Ford is still a bit behind, but their quality continues to improve as well). And Toyota...You know they have a problem when the CEO admits the quality is not where it should be...
Posted by sf_gray on 2008-04-10:
Same experience with the Explorer. Most maintenance hard to perform, due to poor design. Don't let any lights in center of dash go out, because they don't have replacements, you can buy the entire switch for 4wd, rear wiper etc, but they don't carry bulbs. In fact, for the rear wiper bulb they charged me $24, a month later I don't have it, I call, and they say they didn't call, because it is not available anymore. Oh and if I want them to refund what I paid, I have to come in. Ford and Alexander Ford, Franklin, TN leave quite a bit to be desired. I'll stick with my domestic made foreign brands from now on, doing so puts food on the tables of American workers and they still remember what quality and service is.
Posted by bucks on 2008-05-09:
Check out my problem. My 2003 Explorer has been in the local mechanics garage for the past 6 weeks due to bad rear tie rods. There is a national back order of this part. In other words, no parts available in the country until June 10, another 4 weeks. Ford has never answered my question about why these parts aren't available. Their customer service department is great at avoiding questions. This was our only family vehicle and so we had to rent a car for two weeks. It cost us $440 but no where near your transmission. However, due to Ford not having their act together, I am paying for more than just the cost of parts and labor. My wife and figured we better put the money into a new car instead of a rental since it would be over$2400 by the time we get our car back. We went and got a Honda CR-V with only a 3 year-36000 warranty and I'm not worried one bit. I have a 1994 Accord coupe that still runs great and the only problems it has had is what I have done to it. Everyone that I have talked to can't believe my situation and asked if Ford was going to pick up my rental car fee. I only tell them one thing. Don't by a Ford. I'm through with Ford. Watch my video on Youtube in a week. Don't expect Ford to pay for the parts but could they at least have the parts available?
Posted by lexusmaven on 2008-07-31:
Th at is exactly what happened to my 2005 explorer!@53,000m they quoted me $ 3,767.00 to rebuild it. Did you know that a brand new trans. for the 05 explorer is $2479.00! Like you never again will I buy a Ford product,and no they won't stand behind their vehicles.
Posted by GT460 on 2009-01-18:
I have a 2002 explorer xlt 4 door 4x4 that I bought new in 2002. I had to replace the right rear hub bearing assy.@175,000 miles, I replaced the original automatic transmission @196,000 miles and I am getting ready to have a rear outer tierod end replaced and it now has 207,000 miles. I can not say anything bad about mine as it has 207,000 miles on it and THE only major repair was the transmission.
Posted by thamps on 2013-09-04:
its got a poor transmission thats sure to give away after 150000 km and AC system needs to be replaced in gulf atleast twice.
All this cost huge money. There are other better performers
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Ford Explorer 2000
Posted by Fordwrong on 11/14/2007
OHIO -- I purchased my first SUV and first Ford in 2000 in Newark OH at Matthews Fords. Paying pretty much full price which was my fault for not being a better buyer myself. Well that is when my troubles began from front brakes locking up, bearings, seat belt recall, alignment problems, transmission, motor issues, I even had a front tire shoot off like a missile which I was not sited for for it was determined my lug nuts where faulty. This could have killed someone the tire did do damage to another persons car which my insurance paid. I have actually dreamed this car has killed me. I cant begin to tell you how much money I have sunk in repairs along with my payment. From the start of this issue I have gotton no response from Ford. The Dealership?? Well we feel bad for your lemon. Well Ford I make it a goal to tell 10 people a day that I come across as a nurse, mother, friend, neighbor, about the poor quality and how you don't back your product you build.

It is not Ford strong It is Ford wrong. I could not even sell this car to someone for I would feel guilty unless its back to you.
     
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Posted by MRM on 2007-11-14:
You cant go wrong with BMW M3. But hey, different strokes for different folks.
Posted by Anonymous on 2007-11-14:
Your problem is with the dealer. Call Ford and find out where their regional office is located. Then write a letter to the regional manager. Include copies of all your repair orders.
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Don't buy a Ford
Posted by Brianm on 10/28/2007
I'm never buying another Ford. I used to be a staunch "Buy American" consumer. As American car companies market share continued to plummet, I continued to feel that it is my patriotic duty to buy American.

Well, I finally woke up and realized that everyone else is right, and that I was naive.

Last week the O/D light came on in my Ford Explorer. I drove it right home and got the manual out to see what the problem was. "Transmission problem" was what the manual indicated, as well as several websites I reviewed.

I didn't worry at first, since I figured this would be covered under warranty. My Explorer is just under 5 years old and just under 60K miles. Surely there would at least be a 60K power train warranty. No one would buy a vehicle if they knew the transmission would only last 59K miles.

Well, the dealer told me a new transmission was needed (5th and 2nd gears were worn down), that it would cost $3500, and that it is not covered by warranty. And to add insult to injury he charged me $90 to tell me the transmission was bad (something I obviously knew) - isn't this similar to stealing?

I then asked him what trade in value I could get (not that I really would buy another poor quality Ford, but I wanted to explore all options). $5500 is the most they could give. I laughed - since I had taken very good care of the vehicle. It told me that they didn't want the vehicle either - so much for them really standing behind their product. They know the quality is poor.

Obviously I was quite irritated. I asked what caused this. None of the possibilities applied since I took good care of the vehicle and had it serviced according to the maintenance manual. In fact, the dealer (Cover Ford in Austin) did the 30K checkup. I spent $1K on that (and probably got ripped off).

I took it to a transmission specialist and had it fixed for under $2500. He informed me that he sees a lot of issues like this with Explorers - probably a poor design and poor quality. Also, judging by various websites there are indeed lots of complains like this.

I wouldn't be surprised if Ford knew of the poor design - since the warranty that came with the vehicle was only 3 yr/36K even for powertrain. If Ford had good quality, why couldn't they step up to the plate and offer 60K or even 100K power train warranty. They must have known the poor quality. In my mind, this is deceptive practice - and I kick myself for not recognizing this as a red flag.

Well, for the 2008 Explorer I see Ford is offering 60K powertrain warranty. So they must have made some improvements (which further underscores their recognition of the poor quality in earlier years). But it's still a far cry from 100K that some vehicles come with. You also have to wonder what other quality issues are lurking.

I think the choice is now clear to me. In the future I will be considering something like a Honda Pilot. Ford deserves the trend of lower market share. Consumers are very wise, and the quality the provide is reflected in their declining sales and market share.

Please don't make the same mistake I made. The foreign competition provides much better quality and customer service.

     
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Posted by Aerocave on 2007-10-28:
There are other American car companies other than Ford...GM has been producing some great cars and the quality has been good as well.

F.Y.I. I work for a GM/Honda dealership, and I have to tell you, Honda still makes a great vehicle, but our warranty work has almost doubled in the past five years--while GM's warranty work has consistently gone down every year...This is fact.
Posted by Hugh_Jorgen on 2007-10-29:
The newest Consumer reports rankings shows Ford gaining quality points and Toyota losing points - just FYI.
Posted by Anonymous on 2007-10-29:
I drive a 2000 Ford truck and love it. Never had a major problem with it. I agree Ford is making great gains in quality.
Posted by KCRovert on 2007-10-29:
I had the same problem with my 2002 Explorer. The 2002-2005 models used a "sealed" transmission that appears to have been garbage. They know it is a defect, but because it is not a "life-threatening" defect, there is nothing they (Ford) will do about it.
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