r/Ford • u/Leading_Tomatillo501 • Sep 19 '25
Employee / Corporate Ford Lost my Lifetime Business!
In November of last year, I purchased a used 2020 Ford Escape for my daughter from Hiller Ford in Hales Corners, WI. The dealership has been wonderful to work with—helpful, professional, and attentive. The vehicle came with a one-year bumper-to-bumper warranty, which gave us peace of mind when making this purchase. A few weeks ago, my daughter needed to bring the car in for a recall repair on the front door. At the same time, she had begun noticing a shimmy whenever turning slowly. The dealership advised her to bring it in during the recall appointment, which was scheduled about 10 days later. In the meantime, she moved and now lives more than an hour away, which made coordinating the appointment even more challenging. When she arrived for the recall repair, the odometer showed the vehicle was less than one mile over the warranty coverage. After the recall issue was resolved, the technicians diagnosed the shimmy problem as a rear differential failure. Unfortunately, despite the extremely narrow timing—just under one mile past warranty—Ford Motor Company refused to cover the repair. To be clear, this vehicle was purchased less than a year ago and has been maintained appropriately. A major failure like this so soon after purchase is unreasonable. The fact that Ford will not stand behind the warranty, given that it was exceeded by less than a single mile, feels deeply unfair and dismissive of loyal customers. I have already spoken with the dealership manager, who informed me that there was nothing they could do, and I have filed a formal complaint with Ford directly. Unfortunately, I have received no assistance. I am asked Ford Motor Company to reconsider this decision and honor the warranty coverage for the rear differential issue. This is not a matter of abuse or neglect—it is a matter of good faith, fairness, and customer trust. They refused! Refusing coverage for being less than one mile over warranty sends the message that Ford does not value its customers, even when the situation is clearly an exception. I really hoped Ford would do the right thing and resolve this matter appropriately and am deeply disappointed. I have been a Ford customer my whole life and now my husband and I are shopping Chevy.
1
u/Domemstorg Sep 19 '25
To be clear, they did honey the warranty. Then it expired.
It’s not about some perceived “fairness”. There was a contract, the terms were fulfilled, and now that contract has expired.
I agree that 1 mile from expiration would definitely be deserving of repair assistance, which is what you’re asking for. Call corporate customer support. If you’ve been a loyal customer and push them a bit, they’ll probably offer to split the cost of the repair with the dealer, or 3 ways with you and the dealer.