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Complaint Details
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Initial Complaint
10/06/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
May 2021 - Contacted dealer before warranty ran out. Discussed minor paint flaking on roof. I brought the truck in to photographed and they call me when to bring it in for repair. Received no call back and now warranty is expired. June 2021 - Called back now they said they will submit out of warranty repair from Ford. Brought truck back in for more photos to be sent to Ford. Weeks go by and no response. July - Called dealer back and they say they have no record of submitting anything for my truck. Brought the truck back dealer for a 3rd set oh photos to be sent to Ford. Weeks later I call dealer they said my claim was rejected. I then call the regional Ford representative and they said they have no records of any claims for my truck VIN #. August/September - Left multiple messages for general manager to call back and nothing!
Business response
10/14/2021
Business Response /* (1000, 5, 2021/10/12) */ Our General Manager, Jonathan Vick, spoke to Mr. M. late last week, after this complaint had been filed. Jonathan explained that we did indeed file a warranty claim request with Ford Motor Company on 8/19/2021 for the peeling paint. Ford responded on 8/20/2021 with the following comments: "The close-up image provided shows the paint on the roof panel is peeling. However, peeling paint only applies to body sheet panels during the New Vehicle Warranty Period." Ford then directed our Advisor, in the comments, to reference the Paint & Bumper Concern Analysis General Service Bulletin found on the Ford Dealer website which indicates that Ford does provide a 5-year, unlimited mile, Corrosion Warranty, but that it only applies to body sheet panels. The roof of the vehicle does not qualify as a body sheet panel. As a gesture of goodwill, for the multiple trips that Mr. M. made to the dealership, Jonathan offered to take care of the cost of "touching up" the peeling/flaking paint to hopefully prevent any further peeling. Mr. M. agreed that he will bring the vehicle to the dealership in the near future when our paint repair vendor is onsite. Consumer Response /* (2000, 7, 2021/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I would like to thank Mr.Vick in this matter. I also want to make a comment on how disappointed I am with Ford Motor Company on how they misrepresente their "bumper to bumper" warranty in that it doesn't cover factory paint defects!
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.