Ford Motor Complaint - Could not repair under warranty and will not after warranty.
Following is my letter to [snip - no names please] Ford Customer Service.
I have finally reached my limit of tolerance with your total lack of commitment to service.
I purchased my Expedition in March 2007. I had no problems with the vehicle until I bought a boat in 2008. As an aside, the weight of the boat with trailer is approximately 2200 pounds. The vehicle developed a problem when I attempted to back the boat up an incline, or go forward on an incline. When I depressed the gas pedal, the engine would not respond.
I subsequently took the Expedition to the dealer where I bought it; Fisher-Vincent Ford in Belton, TX. The dealer could not find the problem, but felt that a piece of foam might have been the culprit and removed it. I was told to continue driving it.
Since the problem is intermittent, it gave me no problem for a couple of trips to the lake. It happened again, and continued for a few of the trips. I could not allow anyone else to drive my car since I was afraid they would encounter the situation and wouldn’t know what to do.
I took the vehicle back to the dealer and they allegedly contacted Ford engineers. They were told that I should disable the Advance Trac system when pulling the boat out. I did this and it worked for a couple of times, but the problem happened again. Again, the problem is intermittent, but it is enough to cause concern.
On one occasion, I had driven to someone’s home who has a driveway that goes down a steep incline to their house. When I attempted to back out of their driveway, the engine would not respond. After turning off the engine at least twice and restarting it, I was finally able to back out of the driveway.
Again, during this boating season, the same problem developed. Since Fisher-Vincent is no longer in business, as well as another dealer (Cove Ford in Copperas Cove, TX), I chose to contact Ford using your online form. I received no response except for the attached survey request. I answered the survey by stating that I NEVER HEARD FROM FORD ABOUT MY PROBLEM. Again, I received no response.
I sent another online form outlining my problem and today received a call from Denver from a representative named Louie. Frankly, I had a difficult time understanding him and doubt the call came from Denver. Like many other companies, you apparently outsource your complaint department.
Louie stated in his call that he checked and discovered that Ford had failed to send me a mailing after my initial complaint. He apologized and assured me Ford would handle the problem and made an appointment with a dealer in Temple, TX.
I received the attached email from Louie stating that since the car was out of warranty, a diagnostic service would be charged to me. Oh really? Ford failed to fix the problem to begin with and now I am being charged because I am now out of warranty. Also, please note from his attached email that Ford admitted to not answering my online request due to a “computer glitch”.
As a result of the foregoing, I now write to you for assistance. Frankly, I am sure to get the usual “you’re out of warranty” response. In short, I am being told that it is now my problem that Ford wasn’t able to fix the problem to begin with.
I was told by Louie that since Fisher-Vincent Ford is no longer in business, there are no records to indicate what they did to rectify the problem. Further, Fisher-Vincent gave me no paperwork to verify.
At this point, I am very angry. I have had Ford products in the past and have had no problems. I didn’t realize that when a problem occurs, Ford simply does not care. This is my last Ford vehicle because I cannot trust your customer service; however, I am sure that your big corporation will not miss me.
Following is the email I received from Ford Customer Service which led me to send the above letter.
I understand how frustrating this experience has been for you. However, please note that there are rare cases where some concerns take more than one attempt to be diagnosed and repaired. At this time, I strongly recommend to have the stalling issue of your 2007 Ford Expedition re-evaluated.
In reference to this, I have made a service appointment on your behalf with Johnson Bros. Ford. I have spoken with Service Manager Debbie and have set the appointment on July 5, 2010, 9:00 A. M., as per your request. On a side note, we also have noticed that your vehicle is outside of warranty. Please be advised that a diagnostic fee will be charged.
Also, as previously communicated to you, I personally have looked up your records and verified that we received your e-mail on 5/16/2010, and sent a response stating the above on the same day. Upon checking our records, I have found that the e-mail that should¿ve been sent to you on 5/16/2010 remained unsent due to a computer glitch. We sincerely apologize if you felt that we have not been communicating with you about this issue.
While I am aware that this situation may have tarnished the Ford name, I still hope that by addressing your issue, I may have helped clarify the previous incident. Ford's number one goal is to resolve your concern.
If you need further assistance on your service appointment, I invite you to contact Debbie directly at (254) 773-5257. I hope that these issues will be resolved in the most illuminative manner.
Sometimes e-mail communication does not allow us to gain additional information that may be helpful in responding to your inquiry. Should you feel that we have not adequately addressed your questions, please feel free to contact us via telephone at (800)392-3673 between the hours of 8am and 5pm, local time, Monday through Friday. Hearing-impaired callers with access to a TDD may contact 1-800-232-5952. Please provide your 10 digit reference number 1419911370.
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