Ford Dealership refusing to repair active recalls.

[R W NORRIS New Mexico]

You may check back at my older posting about Service at my Local Dealership. They told me to "Never come back" on their property because I called Ford and complained about them NOT DOING WARRANTY REPAIRS on my car. By the way, I had less than 10K and it was a FUEL INJECTOR REPLACEMENT that they found a problem with. Dealers CAN do what the want and in my State, New Mexico, they can refuse service to anyone they want. By the way I had 30 years worth of loyalty to the local dealer. Now it is 3 hour drive to get service.

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[RidingTheBronco]

Random thoughts... I feel fortunate that there are about 10 Ford dealerships within driving distance from my house. If I were in your place, I would probably visit each one and record all the interactions. I would definitely "one star YELP" the first dealership. I would also get on Nextdoor and warn others about the dealership. They will likely figure out it is better to deal with you correctly.
Officially, I would collect all the recall notices and contact Ford corporate directly. I might even return to the first dealership and record everything they say.
Here, we also have "the news on your side" on 3 stations. I would be writing letters to the news programs about this problem. In a nutshell, there is no way they should be able to ignore you on this issue. Make a stink. I will add that I have a Ford dealership 2 miles from my house. After talking with them when I was shopping My BS, I concluded that I would not deal with them. Instead, I drive about 8 miles and go to a larger and better dealership. Choice is good.

 

[incavulator]

Had a similar experience with another dealership brand about 7 years ago. On a Saturday morning, a young and enthusiastic salesman tried to pressure sale me into a new vehicle that I had just test drove. I told them they couldn't sell it to me cheap enough - I wasn't in the market yet. I was just taking the wife out to see what she liked so we knew what to start looking for. He said, "Try me. Tell me what price you'll buy it for and I'll see if we can get it approved."

Not really planning to buy anything, I took him up on his challenge and gave him a price that I was quite confident they wouldn't sell it for, but if they would, it would be a great deal for me. He looked my number, somewhat in shock, and said he would have to review it with their sales manager to see what they could do. A typical response. While he was gone, the wife says, "It's going to be funny if they come back and say they can sell it for that - they'll make you eat your words." I told her I wasn't worried. I fully expected him to come back with a counter, to which I would have gotten up and said, that was my price, that's all I'm willing to pay. If you can't sell it for that, I'm not interested, but thank you for your time.

The salesman came back about 10 minutes later and said, "We can do it!" In total shock, but excited for the price I was getting a brand new vehicle for, I wrote a check for a deposit and left. Before I got 10 minutes down the road, the salesman called back and told me they made a mistake and double counted some rebates/discounts and they couldn't sell it to me at that price and then proceeded to give me a new price several thousand more than what I had agreed to.

I told them I wasn't interested and asked for my check back and they said they wouldn't cash it and would mail it back to me. They called a couple times over the next couple of days trying to haggle and make another deal. We discussed some options to compensate for the price increase (throw in a trailer hitch, etc.). We went back and forth a couple times talking about various options. They wouldn't budge and neither would I, so I walked.

A couple days later, I find out they cashed my check! To add insult to injury, the check bounced (it was from an account we didn't use much, since that was the only checkbook we had with us at the time, and I had intended to transfer funds to cover the check, but since we decided to stop the deal and they said they wouldn't cash it and would mail it back, I never transferred the funds to that account). So, now they reneged on the deal, I'm out the funds from my deposit (overdraft protection covered it) and I now have a bank fee for the overdraft protection I shouldn't have needed. I called and gave them a piece of my mind. The sales manager ended up on the phone and told me I was unreasonable and that I tried to scam them! Couldn't believe my ears! They were the ones who told me to give them a price I was willing to pay and then agreed to it! How is that my fault?! I'm certain I could have taken them to court and FORCED them to give me the vehicle at that price, since I gave them a deposit and they wrote up a purchase agreement, of which I had a copy, but I didn't want to deal with them anymore.

Fortunately, I worked for the brand so the next day after the nasty phone call, I went in to work, looked up the director of North American sales, and sent him an email highlighting the entire experience. He replied the same day and assured me he would "take care of it."

A few days later, I got a call from the sales manager. I was expecting an apology, but to my surprise, he doubled down on what a dirty rotten person I was for ratting him out and telling "lies" about them and how it was all my fault!! So, I sent the director another email with the latest response. He said he would "take care of it, again."

The next call I got was a week or so later. It was from the owner of the Dealership franchise. His last name was on the signs at NUMEROUS local dealers of various brands. He apologized profusely for the problem, said I would get a full refund with my deposit along with the overdraft fee, and asked if there was anything he could do to make it right. I informed him I had already gone to another dealer and bought an identical vehicle, so that ship had sailed. He gave me his personal number and told me if there was anything they could do for me in the future, to let him know. I have no idea what happened to that sales manager, but he should have lost his job.

Bottom line......call corporate and tell them about your first AND second experiences at that dealer. They represent the company and SHOULD be called out and held responsible for that type of behavior.

Good luck!!!

 

[Ernest T]

Some recalls are voluntary and not mandated by the government. I'm not suggesting this is an example, but one came up in my Ford app recently....something having to do with a seat belt buckle, as I recall. It's mysteriously gone now. I assumed it was something I needed to take it in for, so I contacted a local dealer to schedule an appointment. The service rep informed me that they would happily perform that recall IF I was experiencing the problem described in the notice, but it did not automatically apply to ALL vehicles. I was NOT experiencing this problem, and since I would prefer not to have the dealership mess with my vehicle, I informed them I was not having the issue and I was told I could ignore the notification. Fine with me (for this issue, anyway - not necessarily true for all).

In my experience, @Billwinkle is correct for mandated/high severity safety related recalls. I had a late 80's Mustang that I sold a few years ago and it still showed a recall from decades ago that I chose not to get fixed.

Recalls are issued by the government to correct safety defects and are mandatory. The dealer normally cannot legally refuse to do them. I've had a few recalls over the years and some of them were just inspections to determine if the defect existed on my vehicle while others actually replaced defective parts. TSBs are repairs or modifications identified by the vehicle manufacturer. I've never been notified by a dealer that a TSB was active for my vehicle, but I have been told a TSB exists when the symptom I complained about was addressed by a TSB.

Can a Dealership Refuse to Fix a Recall?
Learn about a dealership's legal duty to perform recall work and the specific, limited circumstances that may allow for a refusal of service.

Published Jun 21, 2025
A vehicle safety recall occurs when a manufacturer or the National Highway Traffic Safety Administration (NHTSA) determines a vehicle has a defect that poses a safety risk. The purpose is to fix this defect at no cost to the owner. While dealerships are the primary channel for these repairs, specific circumstances may prevent them from performing the service. Understanding the dealership’s obligations and the owner’s rights helps in navigating the recall process.
The Dealership’s Duty to Perform Recall Repairs
Under the National Traffic and Motor Vehicle Safety Act, vehicle manufacturers are legally required to provide a remedy for safety defects free of charge. This federal mandate is carried out through the manufacturer’s network of franchised dealerships, which act as the service points for these repairs.
The National Highway Traffic Safety Administration (NHTSA) oversees this process, ensuring manufacturers comply with the law and providing a resource for consumers. For any qualifying safety recall, an authorized dealership for that specific brand of vehicle must perform the necessary repair without charging the owner. This duty applies regardless of where the vehicle was originally purchased.
When a Dealership Can Legally Refuse a Recall Repair
A dealership can legally refuse a recall repair in a few specific situations. One reason is if the dealership is not an authorized service center for that vehicle’s brand. For instance, a Ford dealership has no obligation to perform a recall repair on a Chevrolet vehicle. The duty to perform the free repair rests only with dealers franchised by the specific manufacturer.
Vehicle age is another factor. The manufacturer’s legal duty to provide a free remedy for a safety-related defect expires 15 calendar years after the vehicle’s original sale date. If a vehicle is older than this 15-year limit, the manufacturer is no longer required by law to offer the repair for free, though some may do so voluntarily.
The physical condition of the vehicle can also be a valid reason for refusal. If a vehicle has a salvage title or has been heavily modified, a dealership may decline the repair if the damage or alteration directly interferes with their ability to perform the recall work safely. However, a salvage title alone does not automatically disqualify a vehicle from a free recall repair if the recalled part is unaffected.
A temporary lack of necessary parts is a common reason for a delay, but it is not a legal basis for a permanent refusal. In this situation, the dealership is expected to order the required components and schedule the repair for a future date. The manufacturer and dealership must still remedy the defect within a reasonable time.
Improper Reasons for a Recall Service Refusal
A dealership cannot legally require a vehicle owner to purchase other services or repairs as a condition for completing the free recall work. The recall repair is a standalone obligation, and the owner has the right to decline any additional, non-recall-related maintenance that the service department might recommend. Service advisors may suggest other work, but agreeing to these services cannot be a prerequisite for the recall repair.
Another invalid reason for refusal is that the current owner is not the original purchaser of the vehicle. The recall obligation is tied to the vehicle itself, identified by its Vehicle Identification Number (VIN), not to the owner.
What to Do if a Dealership Refuses to Fix a Recall
If you believe a dealership has improperly refused to perform a recall repair, there are several steps you can take.

• Resolve the issue directly at the dealership by speaking with a service manager or general manager. Keep a detailed record of the conversation, including the date, time, and names of the individuals you spoke with.
• Contact the vehicle manufacturer’s corporate customer service department. Have your vehicle’s VIN and all documentation from your interaction with the dealership ready to provide a clear account of the refusal.
• File a formal complaint with the National Highway Traffic Safety Administration (NHTSA) online at safercar.gov. This alerts the federal agency to a potential non-compliance issue that can trigger an investigation.
• Contact your state’s Attorney General’s office or a local consumer protection agency. These state-level bodies often handle complaints against businesses and may be able to mediate the dispute or take enforcement action.

 

[incavulator]

Manufacturer-Initiated Recalls

• Safety recalls: Automakers may initiate a voluntary recall when they identify a safety defect or potential defect in vehicles or parts. They often do this proactively to protect customers, preserve trust, and preempt liability or regulatory enforcement.
• Emissions-related recalls: Under the Clean Air Act, manufacturers must report and often recall vehicles with emission-control defects—and many do so voluntarily to comply with standards and avoid more stringent government action.

Regulatory Role & Reporting

• NHTSA: While the National Highway Traffic Safety Administration (NHTSA) can mandate a recall, automakers are also empowered to issue voluntary recalls. Once initiated, they must file a 5-day “Defect and Noncompliance Report” under 49 C.F.R. Part 573.
• EPA: The Environmental Protection Agency (EPA) oversees emission standards and monitors voluntary recalls under the Clean Air Act. It requires manufacturers to fix emission-related defects and to report all voluntary recalls.

Why Voluntary Recalls Happen

• To address customer safety promptly and uphold consumer confidence.
• To avoid fines, penalties, or mandatory orders from NHTSA or EPA.
• To stay compliant with federal safety and emissions standards.

Key Steps After Voluntary Recall
Once a manufacturer decides to voluntarily recall:

1. They notify NHTSA (and EPA for emissions defects) via the required defect report.
2. They alert owners—typically via mail and dealer networks.
3. Provide free remedies, such as repairs, replacements, or refunds.
4. Monitor recall progress through quarterly compliance reports, which NHTSA can audit.

 

[TheX]

Could be a legitimate change that specific dealership made on their own without involving Ford Corporate

Then it's not legitimate.

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