Engine Failure in 2011 Ford F150
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Engine Failure in 2011 Ford F150
My wife and I are completely disappointed with Ford's Customer Service in regards to our engine failure. My wife posted the below message on Facebook today because we are beyond fed up.
ATTENTION MARK FIELDS CEO OF FORD MOTOR COMPANY we would like to express my disappointment in ford for their initial quality, parts availability, timely service, and customer service support. We own a 2011 Ford F150 truck with 39,000 miles purchased in January of 2012.. The engine failed in April of 2016 and as of August 27th my truck is still in the Sheehy Ford of Ashland's dealership being repaired under Ford manufacture warranty. The dealership diagnosed our truck with engine failure on April 19, 2016 and told us the repair would take 2-3 weeks to repair. The dealership secured a rental car that is not a comparable vehicle to our truck. We are still using this vehicle today. After extended delays the first attempt to replace the engine was not successful, nor was the second, we have been told the 3rd attempt has worked. However, we still do not have our vehicle because when we brought our truck in to be repaired in April not only was the engine making a loud noise but the sunroof had stopped closing properly. We were told about the engine and the sunroof needing to be repaired and that only the engine would be covered under warranty. We would be responsible for paying $1400 to fix the sunroof. Even though there were multiple water leaks fixed by Sheehy of Ashland in the first year of operation. My husband has spoken to numerous Ford Customer Service Representatives since this fiasco began. There have been numerous emails and phone calls, however our questions and concerns go unanswered and they don’t respond to the requests in a timely manner. After requesting to speak to a manager, James called back at 5:00 pm on a Friday afternoon leaving a message that he would get back to us the following Wednesday since he was out of the office. He did not leave his extension or last name in his message, when we immediately called back and asked to speak with James the manager we were connected to a voicemail of a person not related to our case and not James. James the manager never called us back on Wednesday. After multiple attempts to seek fair compensation for these issues. We received an email from James Hayward, accusing us of not responding to their phone calls which is untrue, and further stating that the best goodwill gesture from Ford is 2 payment reimbursements and a basic Extended Service Plan. We have been paying for a vehicle that has sat in the dealership for four months and the best Ford can do is pay us back 2 months? Is Ford proud of selling a vehicle that has engine failure after 4 years and 39,000 miles? Would any person working for Ford feel comfortable with a vehicle that has had four engines in its young age? Is it fair to us the consumer to be expected to pay for a vehicle that we can’t use? We have been extremely patient with this ordeal and have received nothing but the runaround from Ford Customer Service. Is this the best Ford can do to rectify this horrific situation?
ATTENTION MARK FIELDS CEO OF FORD MOTOR COMPANY we would like to express my disappointment in ford for their initial quality, parts availability, timely service, and customer service support. We own a 2011 Ford F150 truck with 39,000 miles purchased in January of 2012.. The engine failed in April of 2016 and as of August 27th my truck is still in the Sheehy Ford of Ashland's dealership being repaired under Ford manufacture warranty. The dealership diagnosed our truck with engine failure on April 19, 2016 and told us the repair would take 2-3 weeks to repair. The dealership secured a rental car that is not a comparable vehicle to our truck. We are still using this vehicle today. After extended delays the first attempt to replace the engine was not successful, nor was the second, we have been told the 3rd attempt has worked. However, we still do not have our vehicle because when we brought our truck in to be repaired in April not only was the engine making a loud noise but the sunroof had stopped closing properly. We were told about the engine and the sunroof needing to be repaired and that only the engine would be covered under warranty. We would be responsible for paying $1400 to fix the sunroof. Even though there were multiple water leaks fixed by Sheehy of Ashland in the first year of operation. My husband has spoken to numerous Ford Customer Service Representatives since this fiasco began. There have been numerous emails and phone calls, however our questions and concerns go unanswered and they don’t respond to the requests in a timely manner. After requesting to speak to a manager, James called back at 5:00 pm on a Friday afternoon leaving a message that he would get back to us the following Wednesday since he was out of the office. He did not leave his extension or last name in his message, when we immediately called back and asked to speak with James the manager we were connected to a voicemail of a person not related to our case and not James. James the manager never called us back on Wednesday. After multiple attempts to seek fair compensation for these issues. We received an email from James Hayward, accusing us of not responding to their phone calls which is untrue, and further stating that the best goodwill gesture from Ford is 2 payment reimbursements and a basic Extended Service Plan. We have been paying for a vehicle that has sat in the dealership for four months and the best Ford can do is pay us back 2 months? Is Ford proud of selling a vehicle that has engine failure after 4 years and 39,000 miles? Would any person working for Ford feel comfortable with a vehicle that has had four engines in its young age? Is it fair to us the consumer to be expected to pay for a vehicle that we can’t use? We have been extremely patient with this ordeal and have received nothing but the runaround from Ford Customer Service. Is this the best Ford can do to rectify this horrific situation?
5 Year Member
Joined: Feb 2016
Posts: 277
Likes: 53
My wife and I are completely disappointed with Ford's Customer Service in regards to our engine failure. My wife posted the below message on Facebook today because we are beyond fed up.
ATTENTION MARK FIELDS CEO OF FORD MOTOR COMPANY we would like to express my disappointment in ford for their initial quality, parts availability, timely service, and customer service support. We own a 2011 Ford F150 truck with 39,000 miles purchased in January of 2012.. The engine failed in April of 2016 and as of August 27th my truck is still in the Sheehy Ford of Ashland's dealership being repaired under Ford manufacture warranty. The dealership diagnosed our truck with engine failure on April 19, 2016 and told us the repair would take 2-3 weeks to repair. The dealership secured a rental car that is not a comparable vehicle to our truck. We are still using this vehicle today. After extended delays the first attempt to replace the engine was not successful, nor was the second, we have been told the 3rd attempt has worked. However, we still do not have our vehicle because when we brought our truck in to be repaired in April not only was the engine making a loud noise but the sunroof had stopped closing properly. We were told about the engine and the sunroof needing to be repaired and that only the engine would be covered under warranty. We would be responsible for paying $1400 to fix the sunroof. Even though there were multiple water leaks fixed by Sheehy of Ashland in the first year of operation. My husband has spoken to numerous Ford Customer Service Representatives since this fiasco began. There have been numerous emails and phone calls, however our questions and concerns go unanswered and they don’t respond to the requests in a timely manner. After requesting to speak to a manager, James called back at 5:00 pm on a Friday afternoon leaving a message that he would get back to us the following Wednesday since he was out of the office. He did not leave his extension or last name in his message, when we immediately called back and asked to speak with James the manager we were connected to a voicemail of a person not related to our case and not James. James the manager never called us back on Wednesday. After multiple attempts to seek fair compensation for these issues. We received an email from James Hayward, accusing us of not responding to their phone calls which is untrue, and further stating that the best goodwill gesture from Ford is 2 payment reimbursements and a basic Extended Service Plan. We have been paying for a vehicle that has sat in the dealership for four months and the best Ford can do is pay us back 2 months? Is Ford proud of selling a vehicle that has engine failure after 4 years and 39,000 miles? Would any person working for Ford feel comfortable with a vehicle that has had four engines in its young age? Is it fair to us the consumer to be expected to pay for a vehicle that we can’t use? We have been extremely patient with this ordeal and have received nothing but the runaround from Ford Customer Service. Is this the best Ford can do to rectify this horrific situation?
ATTENTION MARK FIELDS CEO OF FORD MOTOR COMPANY we would like to express my disappointment in ford for their initial quality, parts availability, timely service, and customer service support. We own a 2011 Ford F150 truck with 39,000 miles purchased in January of 2012.. The engine failed in April of 2016 and as of August 27th my truck is still in the Sheehy Ford of Ashland's dealership being repaired under Ford manufacture warranty. The dealership diagnosed our truck with engine failure on April 19, 2016 and told us the repair would take 2-3 weeks to repair. The dealership secured a rental car that is not a comparable vehicle to our truck. We are still using this vehicle today. After extended delays the first attempt to replace the engine was not successful, nor was the second, we have been told the 3rd attempt has worked. However, we still do not have our vehicle because when we brought our truck in to be repaired in April not only was the engine making a loud noise but the sunroof had stopped closing properly. We were told about the engine and the sunroof needing to be repaired and that only the engine would be covered under warranty. We would be responsible for paying $1400 to fix the sunroof. Even though there were multiple water leaks fixed by Sheehy of Ashland in the first year of operation. My husband has spoken to numerous Ford Customer Service Representatives since this fiasco began. There have been numerous emails and phone calls, however our questions and concerns go unanswered and they don’t respond to the requests in a timely manner. After requesting to speak to a manager, James called back at 5:00 pm on a Friday afternoon leaving a message that he would get back to us the following Wednesday since he was out of the office. He did not leave his extension or last name in his message, when we immediately called back and asked to speak with James the manager we were connected to a voicemail of a person not related to our case and not James. James the manager never called us back on Wednesday. After multiple attempts to seek fair compensation for these issues. We received an email from James Hayward, accusing us of not responding to their phone calls which is untrue, and further stating that the best goodwill gesture from Ford is 2 payment reimbursements and a basic Extended Service Plan. We have been paying for a vehicle that has sat in the dealership for four months and the best Ford can do is pay us back 2 months? Is Ford proud of selling a vehicle that has engine failure after 4 years and 39,000 miles? Would any person working for Ford feel comfortable with a vehicle that has had four engines in its young age? Is it fair to us the consumer to be expected to pay for a vehicle that we can’t use? We have been extremely patient with this ordeal and have received nothing but the runaround from Ford Customer Service. Is this the best Ford can do to rectify this horrific situation?
Yes, sometimes low mileage engines may fail due to a number of reasons. Hell, I purchased a 750,000.00 dollar machine tool and it didn't even have the spindle bearing installed.
My brother purchased a new Honda crv this summer and Honda forgot to put fluid in the transmission, made it about 3000 miles.
Why were the first and second engine replacements not successful? Did they instantly blow up? What are the difference in conditions that allowed the third attempt to be successful?
To complain that the replacement vehicle is not up to a comparable standard is quite irrelevant. The loaner is getting you from point A to point B just fine. What capabilities do you need that the loaner is lacking?
Please bear in mind Any thing that you have done with your pickup truck I have done with a chevy celebrity station wagon. Hauled lumber, concrete, pulled a small boat and camper.
If you need more capabilities for a day or two, go down to your local UHaul and rent a cargo van for $20 a day and stop complaining, just get over it.
I would like to point out that when you start talking about the sunroof repair that you refer to yourself as the wife talking about your husband making contact with various ford representatives but when you began writing this post you refer to yourself as the husband?
Anyway I will continue to play along while you can take note of the husband/wife perspective inconsistencies for the improvement of future stories.
In regard to your sunroof conditions, more than likely it had some sealing issues that the dealer addresses but conditions persisted. More than likely what happened is that the dealer did what first came to mind to eliminate the leaking sunroof but maybe the track was out of wack and put strain on the sunroof motor burning it out. You did not indicate that you had any leaking issues in the past three years only the first year.
A leaking sunroof and the sunroof not closing could quite possibly be two very separate conditions.
At 39,000 miles the sunroof is out of the bumper to bumper warranty, plain and simple. Either pay for the repair or seal it up and don't use it, no further compensation should be required for that issue from Ford MC.
Your vehicle has been sitting for four months and Ford MC has offered to knock two payments off. I think they are being generous enough.
Is it fair for the consumer to be expected to pay for a vehicle they can't use? Yes, in this situation they are replacing the engine and getting you back on the road. As to the other replacement engines please someone check the oil and fluids.
Your sunroof not working is not a horrific situation, you are clearly out of warranty and I would not give someone a call back that was trying to scam me either, I would most certainly give them the runaround.
Anyway cool story bro
Senior Member
Joined: Feb 2012
Posts: 2,169
Likes: 71
From: Cleveland, Ohio
I noticed that this is your first post on the forum. And it's a complaint. And you purchased your F150 in January 2012. From my "experience" on these forums (take that with a grain of salt), I've noticed there almost seems to be an alternative motive from users that create accounts just to start complaint threads. I could very well be wrong, but when I see complaint threads from users that have never made one other post before, I get suspicious.
5 Year Member
Joined: Jun 2015
Posts: 322
Likes: 40
From: E Tn
It would probably do more good to email Mark Fields personally instead of taking this to the net to turn folks against Ford ,This aint really isn't a good place to beat down Ford just to be honest,glad you have a warranty that will cover the engine repair,I have 150903 miles when I parked mine last nite and cant blame any body if it doesn't start latter ,good luck on the repairs