Ford Customer Service Complaints - page 2

I just hope that your team of research and engineering haven't develope all this nowadays automotive ideas without the pressure of having: The CEO, The president of Ford transportation, Plant manager, senior plant manager cutting corners against their quality assurance or quality control, I don't want to see in a year later or so that 50,000 units or car had another recall because of corporate or management inabilities in setting their "debut" start date; remember when Ford Motor company had this slogan back in the mid eighties?: "Have you driven a Ford lately?"...do not repeat the same mistakes again, remember history repeats itself along with their own mistakes, they can offer great potential meaning being competitive in the automotive industry, assembled or Made in America it's supposed to mean better not mediocre.

Ford customer service has gone downhill fast and im guessing because they are hiring anybody and everybody they can because its so hard to find quality employees!! Bottom line is that its a joke and they bank that people wont follow thru with legal action against them. Well im doing just that....hired a lawyer who isnt charging me a dime to take the case as he is absolutely sure we will win and win big according to him. He is a solid attorney who said that more people should follow up with legal action for sure. When the guy isnt charging me a dime out of pocket, although he is getting a big chunk out of any moneys received, then im feeling that his advice for others to seek out legal help is a legit piece of advice. Dont be lazy...get a good attorney to handle your issues with Ford!

Was told by Samantha Martinez I would get a reimbursement for rental truck while my F150 with 4,000 miles was having warranty and recalls done (8 days). I was told they'd reimburse up to $2,000. I submitted paperwork and for 45 days got ghosted. Finally Samantha answered her line and denied it was her. But said Samantha would call me back, didn't happen. Finally was emailed saying claim was sent through and would take 10-15 business days 45 days later after being on hold various times (2 hours 5 minutes) I was told claim was closed. I'm waiting for call back from supervisor.

Well let's say this I'm not at all satisfied with customer service I have paid in advance to get my electric power steering fixed at dealership it's going on two months now and as of so far nothing has happened except now my steering wheel being loose on the steering column and sore arms and frustration really setting in now I have two probs well besides my aching arms from steering and besides flipping another bills to fix my steering wheel on column yea you can say I'm p.off . Instead of ford motors trying to build there ev and revolution to the future may be they should think of there existing customers and the parts they need for them and me getting updates to as what's happening with the shipping details that is not fixing the problem with my car I'm fed up to excuses !!!!

Ford escalated claims department is the worst! The customer experience specialist Kareltra (or Karley as she likes to be called) is by far the WORST customer service person I've ever dealt with. Does not follow up with you, does not answer questions with any kind of answer that's relevant/useful and does not even do her job! Makes it seem like you are a burden to her (when it's her job to help you!) and asks the same questions as before because she can't remember that she's talked to you previously. States she'll contact the dealership on a certain day and doesn't without you having to contact her again days after she supposedly was going to. The most Unhelpful person in a customer service position I could have ever gotten. And then after all of this back and forth, she gives me a bunch of information that's untrue, unfair and tells me to go get the truck re-assessed and that's it my problem between me and the dealership. That because it's past the mileage warranty (only because FORD doesn't have the part available for 9 months and still going) and even though the date of service was prior to my warranty being up, that it's my problem not fords?! This is for a part that FORD HAS A SHORTAGE OF and it's not mine or the dealerships fault while we've waited 9 months currently to try and get it constantly contacting them. And guess what? KARLETRA (Karley) NEVER EVEN ANSWERED MY ORIGINALLY QUESTION/ISSUE! After all that time wasted I never found out when or how I'd get the part for my truck I've been waiting for all this time. Basically tries telling me now I have to pay for a back ordered part that was cornered under warranty. She is the definition of a useless customer service employee that knows NOTHING but to stick to a script and knows NOTHING about how to do her job properly. If you ever get her, call ford again and get another person to help with your claim.

2019 Ford Expedition with 30k miles has been in the service dept for over 2 months with no end in sight due to a warranty transmission issue. Ford does nothing. Their rental policy is not to provide an equivalent car, but the cheapest available. Their customer service team is completely unhelpful and has zero discretion to handle complaints.

My mother purchased a 2018 Ford Edge with 74,498 on Jan 28, 2022 with an mechanical failure service contract and gap at Rountree Moore Ford in Lake City Fl. The dealership called her to come back out to resign paperwork on Feb.17, 2022. Sam re-did her paperwork took off her warranties (Mfs and Gap) replaced it with a car care service plan and a xzillion without her knowledge not explaining she doesn't have the warranties she asked to be included. He told her she had a warranty not explaining he add a warranty that did not include taking care of the main concern of motor and transmission the most costly of all repairs. Around 77,000 miles the car started overheating and stalled out in the middle of the highway in mid May and she took it to Rountree Moore Ford to get checked out. They told her a diagnostic will cost $250 which she did not have, that's when she found out she did not have a warranty to take care of the problem. The service guy then told her he has been seeing a lot of those vehicles come in with those problems and that she will need another motor/engine and Ford is aware of the problem. They claim they started the diagnostics but the car never moved. And from what I gather they put on file that the motor was the problem in the report (assumptions instead of a full diagnostic or if any diagnostics). She too it back home where we seen the coolant tank was empty and he son added water and antifreeze back into it. I called Fidelty and they said the warranty was cancelled by the dealership on Jan 28th the same day she signed the1st contract for the car. Sam said he must have accidently hit the wrong button and canceled that part of the warranty. So we decided to go to her bank and get the warranties added back to the car. A few weeks later we took the car back to get a full diagnostic and to get whatever was starting to go wrong fixed. They (the warranty company) refused to fix the problem because they said the problem happened before the warranty was added. Remind you (assumptions no full diagnostic if any because she didn't have the money). My mother is an elderly woman with limited income and resources and I feel she is being taken advantage of. The dealership is not taking any responsibility for their mistake. She didn't read or look over the paperwork or had somebody with her to look it over she just trusted Sam and resigned the contract just like millions of people do all the time expecting nothing has changed thinking she has warranties on her vehicle. She knows to always ask to add extended warranties and gap to any vehicle that is used knowing she will have to pay for the vehicle for 5-6 years anything can happen and she will end up paying thousands of dollars out of pocket for repairs and or the lost of a vehicle, money that she don't have. What really gets me is the she drove the vehicle less than 2700 miles and the motor/engine blows it's not her fault she was taken advantage of and sold a piece of crap vehicle that the dealership and Ford knows that they are having so many problems with like this and not doing anything to take care of the problem or the customer. Her car has been setting at Rountree Moore Ford going on the 3rd week. We need some help with this problem A.S.A.P. Ford or the dealership needs to come up with a solution. She purchased it with 74,498 miles engine blown at 77,124 barely driven and still responsible for monthly payments on this vehicle. On this forum I have to say that Sam was very rude, disrespectful and unprofessional we got into a shouting match and he come out his seat and brushed up against my disable husband in a rage and was put out the office (really sad).I'm sure it's all on video.

My husband and I went to the Crossroads Ford Dealership in Indian Trail NC yesterday. We spoke to a very knowledgeable young man by the name of Connor Canty. He showed us the most gorgeous piece of machinery that we have ever laid eyes on.
My husband, being an avid hunter and fisherman was thrilled with the hidden compartment under the backseat where he could've put his hunting rifle and/or fishing equipment. This vehicle was so impressive with all its bells and whistles. Having had many Ford's in the past, we were thrilled at the idea of coming back to Ford after just buying a Chevy Equinox just last year.
We went into the dealership with our wishlist and our max budget of, out the door, $45,000. Mr. Canty shows us this fabulous vehicle, even allows us to see if it will fit in our garage since we are literally minutes from the dealership. We were truly excited at the prospect of owning this fabulous vehicle.
To our horror and dismay, Mr. Canty shows us the sales proposal to own this vehicle and the out the door price was over $71,000. This price is over $25,000 of what we could afford. He offered us no other option or suggestion to get us into a vehicle that had what we needed in the price that we could afford.
We are aware of the computer chip shortage, so vehicles are in high demand right now. But we were told that the Crossroads Dealership had multiple dealerships so surely one of them had a truck that would fit our needs, even if it wasn't in our color choice.
We left offended because we weren't heard when we told Mr. Canty our max budget. We felt embarrassed because we couldn't afford the vehicle presented to us and we're told there were no other options for us. Most importantly, sadly we left without a Ford truck. We are extremely unhappy with our experience.

Ford service has to the dogs! Takes a week to schedule an oil change and then you have to cross your fingers it's done right.

Trying to get a call back from Ford customer service is a joke. My original customer service rep was wonderful, however upon being transferred to a supervisor, they will not call you back if your life depended on it

Disappointed in Ford's customer service. I have a 2015 F150 with the master cylinder recall. I didn't know it had a recall until I lost the brake pedal. The truck has little to no brakes. All of the brake fluid is leaking into the booster. I called four dealerships im my ares. The soonest appointment is almost four weeks out. I asked about a rental being the teuck has no brakes and Fords recall is the reason for no brakes. I was told by Ford customer service that a rental is not available. So for four weeks I have a truck that's pouring brake fluid do to a faulty master cylinder and no rental. My only option was to go to the local parts store and buy a master cylinder and replace it myself. Thank you Ford. This is my 5th Ford truck and I've owned 11 other Ford vehicles. This customer service will definitely have me looking into other manufacturers on my next vehicle purchase. I guess Ford would rather have me driving a vehicle with a pouring master cylinder than a rental.

Customer service is nonexistent at Suburban Ford in Waterford,MI
It takes 1 month just to get my car in to be evaluated. Then I'll have to wait for parts, 2 weeks, and then the actual repair will begin.
INCOMPETENT CUSTOMER SERVICE.

Ford customer service care team is a useless,the team quotes the indoctrinated line NOT COVERED UNDER WARRANTY!
Everyone is aware FORD'S BOTTOM LINE is MORE PROFITS, makes the CEO happy! So much for Customer Satisfaction!

I have been with Ford for over 15 years. I have leased all our rvs, leased cars when we travel across the world, and my own personal car has been leased for over 15 years.
We are dealing with east court ford lincoln in scarborough,, Ontario Canada. We have come to the end of our current lease ,and we went in a few months ago to renew our lease with them. We got our new bill of sale. Today we called in to ask for a copy of my existing bill of sale. The sales representative Sammy makhzani blatantly outright said he was not going to give it to us. (In his mind he thought he could pull a fast one on us and make money by selling it himself.). This is extortion, blackmail, and thought he could bully us. So we told him it isn't legally right and blatantly fraud if he didn't give us our bill of sale. He then proceeded to blackmail me and asked me to sign a document or send an email stating that i agree to pay an additional 2000 dollars more to our new leased car that would come to us in May or he will not give us our bill of sale. We have recorded our conversations with him. Now we know what people mean when they talk about sleepy car salesmen. I can say I have now experienced it.
I have left numerous messages with the manager of ford. We have called Ford Canada and there has been no one that has gotten back to us. We also called the finance manager and the senior manager Prince sibal who hung up on us because we told him what had happened and we also mentioned to him that we wanted to sell it directly to a car dealer and he said we can't do that, and thats the policy. We asked him where in the policy is that stated and he hung up.. But we called the leasing company and they said they said it's very straight forward and they should be able to do that and all dealerships are aware of that. This has been the worst experience we have had. This has left such a disgusting taste in our mouth. I definitely will never go back ever again to ford. I will also make sure I let every single person I come across the fraudulent and shady sleezy experience I've had.

I am going to make sure this is looked into.

Customer service is the worst at FORD! All they do is recite the same scripted line! Ford will not help you under THE BUMPER TO BUMPER WARRANTY!

I just purchased my 2019 ford explorer in july 2021. Around January 2022 a tear developed in the drivers seat, right in a crease. Needless to say, i spent $36,000 on this car i expect the leather to last linger than 6 months. I spent a month and a half getting the run around by ford customer care center. I had a terrible experience with Poage Ford in Bowling Green Mo, they tried to say it was a puncture. I don't wear things that would puncture leather. Then agreed to give a 15% discount to fix, reminding me they didn't have to do anything. Im a social worker that works out of my car, i put a lot of miles on a car. I really hoped to have this vehicle around another 10 years like i did my jeep but it's not starting out that way. Ford customer care decided after a monyh and as half run around and getting a second opinion by another dealership (that said it wasn't a puncture) that they could not help me. Just a warning fords leather is cheap snd will not last and they don't care. Just a warning. I will never buy a ford again nor will i get leather seats.

Warrant extension on lead frame recall; that keeps vehicle from shifting properly, stalls, and slams into 1st gear at 35mph+ with no warning. Has caused others accidents and Ford has known about problem. I'm at 167,000 mi and customer service has said since past 150,000 extension, there are no resources available to help with the cost of the repairs. Though have reported issues to local Ford dealership prior to 150,000. I'm stuck with the entire cost of KNOWN about problem. Consider myself lucky did not cause an accident and truck paid off to sit on Chevy Preowned lot once repaired and trade it in.

I have a 2015 Ford Explorer sport with 73000 miles and now am being told by dealer service that I need a new engine and power transfer unit and turbocharger. Cost is $13000. I appealed to Ford customer assistance and they said they would not help. I think it is unacceptable that a well maintained vehicle should need a new engine after 73000 miles. Never buying a Ford again and telling all my friends of my bad experience

I have a two-part review to leave in order to properly explain the poor rating and to assist other customers if they have trouble as well. Here we go: I dropped off this Fusion because I believed that there was some front end work that needed to be done (possibly the ball joint). I also had to drop off our other vehicle, a Focus, that was going to have recall/ warranty work (the FIFTH time for the same transmission issue). I was told that I could NOT get a rental car for the warranty work, but that I could get one for the Fusion work as long as it was covered as part of the extended warranty that I purchased. Well, by the time I got back home, they called and said there was nothing wrong with the vehicle and it was only that the tires needed to be replaced. I returned and asked if I could just turn the rental back in because it was not covered (it had only been 45 minutes) and was told NO. The Ford dealer representative DID say that if, and only if, I cancelled the purchase I had already made elsewhere and had scheduled for new tires and purchased them at the dealership.....they would THEN cover the cost. I said I was not going to cancel and change plans because it would have cost much more to do that just to not pay for the rental. I asked again if I could retain the rental since the other vehicle was in for the FIFTH time for the same recall/warranty issue and they quickly replied that they couldn't do that. Funny how they could do it for purchasing overpriced tires, but not for a vehicle that was being repaired for the FIFTH time for the same recall/warrant issue. The small things that COULD be done, but NEVER are, would go such a long way in keeping customers.
There was another instance when they were charging WAY too much for a different issue that was supposed to be part of a recall and I had to call the Ford CX team and they almost got the cost down to zero and said if we EVER had an issue again to call and to let others know. It is here below.
Ford CX Team
office: 1-866-631-3788

This is part two for my survey story that involves two vehicles and why I am giving poor survey satisfaction results. The Focus was going to be repaired for the FIFTH time for a recall/warranty item for work on a transmission clutch. The first three (3) times, even though it took more than a week, it was not that intrusive to us but the last time it was held for approximately 2 weeks (maybe a little more, maybe a little less). This vehicle had been scheduled for over a month to come in so we would not have to wait too long for the repair like the previous time. Unfortunately, this time it also had an electrical problem that also needed to be looked at (but the issue had a GSB: General Service Bulletin and also a TSB: Technical Service Bulletin attached to it that was issued by Ford Motor explaining what the 2 issues could be). So, the car was in, after being scheduled, and then wasn't looked at for four (4) days (said it was because another was in front and then the person called into to work and then followed by the weekend). Then it was fixed and then the electrical part was looked at (but it sat for 4 days without the electrical portion being looked at...but again, even though scheduled, they said they couldn't look at).
Another, of yet the small things that they could do to make the customers less inconvenienced would be to allow for someone to bring their car in (or schedule over the phone and then bring it in when it was time for their turn). I mean how hard is that? Really hard to call someone and say come on in.....and if the customer cannot bring it in, then they move to the next slot. I am not saying that the idea may not have some flaws, but this is why we ALL HATE taking vehicles to the dealer (it is not AL about the money). This vehicle was scheduled well in advance and Joe said NOTHING about there being a chance it would sit, yet again, for multiple days and actually he said I am going to enter you into the computer so when we call you, her car will almost go in right away. This was my daughter's car who was on her Christmas break from college, and she spent most of it without wheels. Also, as I mentioned in part one of my two-part story (the other involving a Ford Fusion), even though this car was being repaired for the FIFTH time for the same recall/warranty issue, I was not allowed to have a rental vehicle. Seriously!!??? I mean how can ANYONE enjoy a dealership experience in the least bit, or NOT hate it when the courtesy of a rental for something, again, being repaired for the FIFTH time was happening. As I also mentioned in the first survey explanation, I will call the Ford Motor CX team (see below), who helped me lower a previous overpriced repair, to at least get the two experiences I have had into their records and see if I really should have been given a rental and not charged for the one that I had for all of 50 minutes.
Customer Experience Specialists, Ford CX Team
office: 1-866-631-3788

I've tried to reach Ford Customer service three times this week to discuss ongoing vehicle issues. Each call was answered by someone that English was clearly their second language. Two of the calls were with people that were at their home or had their children at work. Ford should take their representatives atmosphere more seriously at it it very inconvenient to try to explain issues to someone that barely speaks English and has constant distractions in the background.

I recently bought my first Ford F150 XL SuperCab used 2011, shorty after getting I started having an issue with the TRS 6R80 transmission code P0705 in April 2021. Now being on disability, I couldn't afford the extended warranty. I did contact the dealership UT they were useless, they said it was my starter then said I needed a new key. Well then the truck just stopped turning on in Sept 2021, found an independent mechanic that said they could fix the issue. It has been 3 months now and they still can't get it to start. My bill is now at 4500 dollars and they have replac3d5the PCM, TCM, TRS , programmers can't get it right. What do I do, the mechanic has been consulting with on of the biggest dealership in San Antonio RedMccombs Ford. I have to get my truck back, can anyone at FORD help,

I have a 2017 Ford Explorer, which I bought new from South Bay Ford. I have never written an online complaint about any car or truck before. This is my third ford truck Previously I had two expeditions with no problems. However, Ford has had to change the transmission on my 2017 explorer, I replaced my battery within the first one year of purchase, and the new battery that I purchased about 2 yrs ago has died again. I hear noise coming from my steering wheel, oil smells from under the car every time I try more than 10 miles, etc. As for the battery, My service representatives said I have to purchase a new battery and that my warranty for the battery is only for one year. How can a Ford battery died in 2 yrs. My batteries in my other cars (vw, Mercedes, etc) last at least 4 yrs. There are so many problems with this truck. It is beginning look like I was sold a $55K lemon.

My 2016 Ford transit connect panoramic roof glass came off and was damaged. It needs to be replaced and there is a recall for the glass coming off. I reported it and they told me I had to wait over 2 months to have the local Ford dealership inspect it,that which they did. They told Ford customer care It's about their findings and said they submitted several photos and agreed upon what had happened and that it needed to be replaced. But for some reason Ford customer care did not approve to have it fixed despite the recall and other people experiencing this problem. My assumptions are because it is a expensive fix. They fixed 2 other inexpensive recalls on my Van with a shifter cable and door launch that worked fine, But they refused to fix my dangerous,leaky roof. I'm hoping that they will change their minds and honor their commitment to providing safe reliable vehicles to their customers and fix my roof.

I had a horrible experience at Ford located on 410 and culebra.
McCombs Ford West, I went in with web offer and after an all day process I recieved a totally different offer that cost me more that what I had on my web offer. I was with these two clowns that didn't have any knowledge about the vehicles. Especially Eloy who showed me a F150 and said it had a 3.5 Litter engine and it turned to be a 1.7 Litter engine. The the leader of the clowns sales manager Johnny Rodriguez is the one who lied to me and gave me the run around when I told him that I didn't get my web offer that I brought in with me. I didn't know he was about to retire until I came in to talk finance manager who also refuse to help me. His name was Brian Hamm and when talk to Director he said that's not going to help either. I feel Jonny took advantage of customers because he knew he was on his way out.

I purchased a data update for my 2018 Ford F150 navigation system but each time I try to load it I get a message saying that my software is out of date. I successfully updated my software. (the Ford system only gives you one choice based on the VIN) I still get the error message when I try to load the new map data. The Ford Customer service rep had me look at the About Sync page and advised that the original Onboard Modem Serial Number(ESN) in my truck did not match the ESN in the Ford system. Ford claims that they cannot correct their own system and that only a Ford dealer can correct the Ford error. (you can't make this stuff up) I went to Tyler Ford and was assured by everyone from the service manager on down that the dealer did not have any way of changing the Ford data base. (makes sense) I went back in Tyler Ford with Ford Customer Service on the phone and listened to each of them argue that the other was the only one that could correct the Ford error. I called Ford Customer service a third time and insisted on speaking to a manager whereupon they put me on hold and hung up on me.