Ford Service is not ok

[Grift3r]

Hey all,
Just sharing my current horror story for my Bronco Sport. So basically I got in a pretty bad accident where someone ran a red light and totaled my car ( a Jeep Wrangler). Because of this I decided I wanted a larger safer car and went with the Bronco Sport. I have the Outer Banks package with all the bells and whistles, was super happy. Here's the issues tho:

From delivery (about 1.5 months) I have had to fight with the local dealer to get in to have them look at my windshield which is warped. They said they can see it has an issue but back in Feb, didn't have any appointments available until April to "officially" inspect it and place an order. So I drive 1.5 hours to a different dealer, who fits me in after only a month, to tell me that I have to wait another month for the windshield to come in. Cool, fine whatever, I understand shortages.

When I went to leave (yesterday) after getting the glass ordered, my Bronco cut off. Weird, but didn't think much of it. This AM I have a Bronco that says "powertrain failure" and it will sometimes cut off when the car comes to a stop. Local dealer says "Cant see you till maybe end of April". When I ask about a loaner vehicle and maybe just dropping it off to wait I am told "Nah, thats not what we do". Cool.

Ford customer service says, just drive it until you can get an appointment with your local dealer. When I asked if they would "just drive" a vehicle which randomly cuts off with their kids in it, I was answered with a long huff. Cool. I'm such an inconvenience to you because my Bronco with 700 miles on it is a safety issue to my family, not to mention I have been dealing with a windshield issue already. Great customer service Ford.

So I called the dealer that is an hour and a half away and they will see me on Monday. Which means I now have to take another day off work, and cant drive my car to our ski trip tomorrow, and when the vehicle cuts off my PTSD from the accident flares up. Ford, couldn't give less of a shit. The PR person from Ford on this forum is super nice, but honestly the way this issue is being handled from Ford overall is not ok. I will update this post as things happen, I'm not expecting much though.

Even if this gets resolved, I will never buy a Ford again. I hope none of yall have to go through this shit.

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[Grift3r]

I should add that when I spoke with Ford on the phone (like the company, not my dealer) they asked if I had gotten any of the extended warranties. When I said no, she said there wasn't much they could do then. Why the HELL does the extended warranty matter when I haven't owned this vehicle for 2 months!!??

 

[Mattb413]

Honestly with all the horror stories about these vehicles and fords service I don't see it being too long before the lawsuits start flowing.

 

[Ponyrider]

I'm so sorry you are dealing with this. I have had good luck with Fords. I drive 45 minutes to get to a decent dealership. The close by dealership has, on a previous Ford, broken the windshield and tried to say it was brought in broken. And they forgot to put fluid in my radiator. There has to be a better way.

 

[Grift3r]

The fact that Ford themselves told me to just keep driving an unsafe vehicle shows there is a core issue. It's also unacceptable that you should have to go to a different dealer, because the mechanics at your local one are trash. Ford should hold all shops to a standard.

 

[AndyMac204]

sorry to hear the issues. maybe a different dealer can help you out, fingers crossed. i myself bought, and serviced at a small ford dealer, about 40 mins from home. they have been treating me like gold. only had to go back for oil changes and bigger ko2's so far, nothing has failed me. i hope you find a dealer that gives you similar top notch service. best of luck to you.

 

[Grift3r]

sorry to hear the issues. maybe a different dealer can help you out, fingers crossed. i myself bought, and serviced at a small ford dealer, about 40 mins from home. they have been treating me like gold. only had to go back for oil changes and bigger ko2's so far, nothing has failed me. i hope you find a dealer that gives you similar top notch service. best of luck to you.

Thanks. The one I have to drive 1.5 hours to has been great, but Ford should take more responsibility in the dealership quality. Its just very disheartening.

 

[rmreid22]

OP hope things get figured out and fixed for you, I know I for one would be pissed as well!

 

[Grift3r]

OP hope things get figured out and fixed for you, I know I for one would be pissed as well!

Thanks. The situation sucks, but I'm trying to keep this updated so everyone can see how Ford deals with this, and to help anyone who may also have this issue or any issue with their support teams.

 

[RS1]

Ford customer service through the 800 number or internet chat absolutely is a waste of time. Both venues are clueless and useless. They usually commiserate but get nothing resolved and have no answers EVER. At least that has been my experience. Still waiting to hear about my Explorer recall that parts were supposed to be available in January. Had a horrible experience with Fusion airbag recall major screw up. No help on either. And what is up with bronco sport brake recall follow up? Crickets.

 

[Mark S.]

Poor service can be absolutely enraging, so I understand your frustration. That said, I don't think driving the car as you say Ford has recommended is "unsafe" per se. The system that provides in-car trouble notifications isn't really meant to tell you what's wrong with the car, it's meant to prompt you to take it for service. Further, if auto start/stop is functioning the car will automatically shut the engine off when you come to a stop, so that might be totally unrelated to whatever mechanical issue you may have. It should automatically restart as soon as you let off the brake pedal or as soon as you step on the accelerator if you have auto hold enabled.

Has the engine quit while the vehicle is moving, or only when you are stopped? If the engine quits while the vehicle is moving then it's definitely a safety concern, because your brakes will not work as well with the engine off.

 

[Grift3r]

Poor service can be absolutely enraging, so I understand your frustration. That said, I don't think driving the car as you say Ford has recommended is "unsafe" per se. The system that provides in-car trouble notifications isn't really meant to tell you what's wrong with the car, it's meant to prompt you to take it for service. Further, if auto start/stop is functioning the car will automatically shut the engine off when you come to a stop, so that might be totally unrelated to whatever mechanical issue you may have. It should automatically restart as soon as you let off the brake pedal or as soon as you step on the accelerator if you have auto hold enabled.

Has the engine quit while the vehicle is moving, or only when you are stopped? If the engine quits while the vehicle is moving then it's definitely a safety concern, because your brakes will not work as well with the engine off.

The vehicle will literally either shut off totally when stopped, or has 2x lurched at a slow speed and then shut off like if you messed up shifting to a start with a manual.

 

[Legacy40k]

The vehicle will literally either shut off totally when stopped.

Isn't that what the stop start feature is? Is it also shutting off all lights and electronics (Dash/radio?)

 

[Grift3r]

Isn't that what the stop start feature is? Is it also shutting off all lights and electronics (Dash/radio?)

No. Auto start/stop turns the engine off at an idle for like stoplights or long traffic to conserve gas but electronics still stay on. This I'm having the car shut off like I hit the start stop button. and exited the vehicle.

 

[Mark S.]

The vehicle will literally either shut off totally when stopped, or has 2x lurched at a slow speed and then shut off like if you messed up shifting to a start with a manual.

Have you tried disconnecting the battery cable? Sometimes this can reset the PCM (powertrain control module). Have you gotten the trouble codes read with an OBDII reader? Most auto parts stores have a code reader that they will connect to your car for free. The trouble codes will give you a much better idea of what's going on with the computer.

If I were you I would call the Ford customer care line again and ask them to send you a letter or email with their recommendation to drive the vehicle as is--that is something you definitely want in writing. Unless your car is equipped with Copilot 360+ the brakes will not function normally when the engine quits. Vehicles equipped with Copilot 360+ use an electric brake booster, so the brake work fine even with the engine off. Cars without an electric brake booster use vacuum from the engine to power a brake booster. If the engine quits you will lose vacuum power to the booster, and you'll have to step on the brake pedal much harder to stop.

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