Well that's it.... We've had it with Ford and this Bronco Sport

kapk22

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Within the first month of owning the 2021 Bronco Sport Big Bend the transmission failed. We were forced to take it to the dealership in Medford Oregon two times, and finally they replaced the transmission. After getting Ford involved, the stealership finally agreed to provide a rental car. If I remember correctly, the BS was in the shop for over a month.

Fast forward to about a month ago and we ended up getting the blank screen issue on the radio. After trying everything mentioned on here, the screen was still not fixed. Ford ironically had just reached out to us (prior to the screen issue) and scheduled a home visit to fix an unrelated recall. My wife contacted the local stealership several days prior to the appointment and was told the tech would check the screen issue. I also spoke with Ford on this forum and they said I could follow up with them after the appointment regarding the screen issue.

The tech showed up on the 20th and had no idea about the screen problem. They told us we would need to bring the vehicle in to have it "diagnosed". We contacted the stealership again and they told us they had informed their tech about the screen issue and did not know why he did not know about it. They told us the vehicle would need to be brought to the stealership and it would take five days for them to "diagnose" the issue. We asked if they would provide a rental vehicle and they said they would not because we didn't have the "extended warranty". I reached out to Ford on here again (twice) and they are not replying to my messages.

My wife is a home health Nurse and needs her vehicle to do her job. We contacted Ford again and they said we needed to take it to a Ford Lincoln dealer for the screen and the rental would be covered. We dropped the vehicle off this morning at the local Lincoln dealership and they told us it should be done by next Friday. When asked about the rental, the service advisor told us Ford would not reimburse us because they were a Lincoln dealership. They did however tell us they could fix the problem under warranty. Lincoln was the only place we could get the vehicle fixed in time before the mileage exceeded the warranty. Other local Ford dealers were a week or two out.

We ended up getting rental for my wife to use until the BS is fixed. It sounds like we will not be reimbursed for this now.

On a side note, I have grown up being a Ford enthusiast. My Father sold Ford vehicles for over twenty years and I have had several trucks myself. My wife has had two Explorers an Edge and now this BS. I was excited when we decided to purchase the Bronco and looked forward to having another Ford vehicle. After this experience, I am sorry to say Ford has completely dropped the ball. The lack of reasonable customer service and reliability issue with this vehicle has changed my opinion of Ford. My wife wants to sell the BS in the next six months or so and says she will never own another Ford vehicle.

I sincerely hope others don't experience what we have with their BS. I really appreciate everyone on this forum that have given input and advice over the years.

If anyone has any ideas/recommendation on a similar size SUV that is reliable and manufactured by someone other than Ford, I would greatly appreciate the help.
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Dude

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Sure Toyota RAV4 or Subaru Forester/Crosstrek

But wasn’t sure .. did I misread your post.. you had 2-3 issues on your 2021 BS, transmission replaced under warranty (rental provided) and a recall/blank screen issue (no rental provided but to be fixed under warranty)?
 
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kapk22

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Sure Toyota RAV4 or Subaru Forester/Crosstrek

But wasn’t sure .. did I misread your post.. you had 2-3 issues on your 2021 BS, transmission replaced under warranty (rental provided) and a recall/blank screen issue (no rental provided but to be fixed under warranty)?
Thank you. We did get a Rav4 as a rental one of the times and I also got one as a rental for a business trip. I thought the Rav was a decent vehicle, just a little underpowered in comparison. I do like the looks of the Acura RDX, but I don't think she cares for them as much.

There have been two issues with the BS. The problem I am having is with the runaround we keep getting with Ford. The first issue was pretty bad. I understand there are always going to be a small percentage of major issues with a vehicle, even brand new. It is the fact that we have to spend hours on the phone and chat trying to fight with dealerships and customer care for warranty issues. We were even told by one dealer that the screen issue is not covered because the warranty is not actually "bumper to bumper". And, why would we have a rental provided (after arguing back and forth) the first time a warranty issue happened and not the second?
 

Dude

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I completely agree with you regarding the rental. We buy vehicles knowing there will be some issues but we depend on our vehicles especially if we only have the one. And for whatever reason many dealerships require us to leave the vehicle 3-5 days more or less. That sort of behavior by dealerships has to stop or rentals should be provided.

That dealership you have should show you in writing where the screen failure is not covered by warranty. I’ve never seen that in Ford’s bumper to bumper 36 month/3 year warranty. Perhaps talk to the owner of the dealership.
 

Mark S.

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Ford has got to take ownership of these issues with its dealer network. I understand that dealers are under no obligation to provide a loaner car or rental, as that's not included in the basic warranty. But that makes no sense whatsoever when "diagnosis" requires five days in the shop.

This should be a simple procedure; you plug in the computer and it tells you what component needs to be repaired/replaced. How can this require more than an hour? Unless diagnosis requires significant disassembly, I would expect a well-run shop to make separate appointments for diagnosis and repair. In between, the customer should be able to continue driving their vehicle.

A "nationwide" warranty isn't much good if you can't expect sanity in the way individual dealerships handle warranty issues.
 


Wolf256

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What color is your 2021? Options? Will you be selling privately and how many miles? Not just being nosy, but am considering a second vehicle for PNW usage.
 

FB71

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Ford has got to take ownership of these issues with its dealer network. I understand that dealers are under no obligation to provide a loaner car or rental, as that's not included in the basic warranty. But that makes no sense whatsoever when "diagnosis" requires five days in the shop.
The estimated time is usually due to workload ahead your concern, not the time required to actually diagnose your concern. Ford has tried, numerous times, to gain more control over its dealer network. The dealer groups summarily sue Ford to inhibit any additional control over their independent operation, resulting in rogue dealers that operate as they see fit.

This should be a simple procedure; you plug in the computer and it tells you what component needs to be repaired/replaced. How can this require more than an hour? Unless diagnosis requires significant disassembly, I would expect a well-run shop to make separate appointments for diagnosis and repair. In between, the customer should be able to continue driving their vehicle.
With this statement, you are showing your extreme ignorance of what is required to properly diagnose any concern with a vehicle. "Plugging in your computer" and getting a diagnosis is a common misconception. A diagnostic tool simply provides additional data, such as diagnostic trouble codes (DTCs), to aid in the diagnostic. It is the technician's training and skill in using that data and information to follow prescribed tests to discern the cause of the concern. This takes time. Some diags are quick, others can require hours of investigation, but NOT necessarily physical disassembly. Much of modern diagnostics is data collection and interpretation. While DTCs can aid and quicken diagnostics, the complexity of modern vehicles can inhibit speed.
 
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kapk22

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What color is your 2021? Options? Will you be selling privately and how many miles? Not just being nosy, but am considering a second vehicle for PNW usage.
i apologize, I just realized my preferences were not updated. We are in San Antonio now. I just updated my profile
 


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kapk22

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The estimated time is usually due to workload ahead your concern, not the time required to actually diagnose your concern. Ford has tried, numerous times, to gain more control over its dealer network. The dealer groups summarily sue Ford to inhibit any additional control over their independent operation, resulting in rogue dealers that operate as they see fit.


With this statement, you are showing your extreme ignorance of what is required to properly diagnose any concern with a vehicle. "Plugging in your computer" and getting a diagnosis is a common misconception. A diagnostic tool simply provides additional data, such as diagnostic trouble codes (DTCs), to aid in the diagnostic. It is the technician's training and skill in using that data and information to follow prescribed tests to discern the cause of the concern. This takes time. Some diags are quick, others can require hours of investigation, but NOT necessarily physical disassembly. Much of modern diagnostics is data collection and interpretation. While DTCs can aid and quicken diagnostics, the complexity of modern vehicles can inhibit speed.
It may take more time than simply "Plugging in your computer" however, this does not justify having customers leaving their vehicles for five days to even start the process. If they know they won't be able to get to the vehicle for five days, why not simply have the customer drop it off the day before?
 

davidg4781

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Have you tried another dealer?

The reason I ask is I've seen various degrees of customer service between dealers. I mostly dealt with Honda but now I'm seeing some with Ford.

With Honda, one time I needed service (where I bought the car from), they made me sign a formal rental agreement while they worked on my car. Another gave me loaner, didn't have me sign anything, told me to do whatever I needed to in it (I was living 3 hours away at the time).

For Ford, I called 2 different dealerships to have them check my water pump. One said it'll be two weeks until I can bring it in and then a few days more before they can look at it. Another said to bring it in on my next day off and they'd look at it same day.

Try another dealership before you run out of mileage. If they haven't fixed it already.
 

FB71

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Ok... Thanks.
By this comment, I can only assume you feel my statement was somehow meant to be derogatory. I'm often surprised by number of persons who find offense in the proper usage of the English language. There was no malice in my statement.
 

FB71

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It may take more time than simply "Plugging in your computer" however, this does not justify having customers leaving their vehicles for five days to even start the process. If they know they won't be able to get to the vehicle for five days, why not simply have the customer drop it off the day before?
I am not defending what is obviously a poorly managed service department. I'm simply stating that the quoted timeframe may represent the quantity of work ahead of the next customer.
 

hellb0y

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I am confused - you had 2 issues?!?!?!you know this kind of stuff can happen with any vehicle - the first one was likely a defect, same with the second…you’ve got warranty for that.

Ford is not a premium brand, rentals are not offered for free.
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