The details:
We purchased our 2011 Ford Expedition EL 02/05/2012 with 21045 on the odometer.
Vehicle brought to the dealer on July 10, 2012 with 27339 on the odometer
We have owned the vehicle for just over five months and put 6294 miles since the purchase date. T
The vehicle was purchased as a Ford CPO vehicle (at a Ford Dealership) that qualified for new financing and received a thorough inspection in order to qualify for the CPO program that is offered/backed thru Ford.
Now that you have the details here are the facts. In June we noticed both rear passengers side windows where developing deep scratches to the exterior surfaces. Both windows are exhibiting the same kind of damage in the same exact locations. While operating both windows there is no noise, or notable signs and or indications of contact with any foreign objects that would indicate damage is occurring. The upper part of both windows that do not go into the door all the way (due to the safety feature) 4-6" inches of the upper glass are not at all scratched.
We took the vehicle into Sawgrass Ford in Sunrise Florida on June 10th, 2012 for a few warranty issues, the glass being one of the main issues. The dealer fixed all the problems and said they contact Ford reference the windows and I was able to pick up the vehicle until they heard back from Ford.
A week went by and no call back from the dealer so I called and spoke with my service adviser. The adviser told me to bring the vehicle back for photographs so photos could be submitted to Ford for review and I did bring vehicle back a second time for photographs.
Well you guessed it another week went by with no phone call from the service adviser however I did get a copy of my finalized paperwork in the mail (never got the paperwork when I picked up the vehicle from the first visit since the invoice was still in opened status).
Confused by the paperwork I called my service adviser and left two messages with no call back. At this point I was darn pissed off so I called and asked to speak with the service manager, I got his voice mail and I left a message. No more than 20 minutes passed and I got a call from my service adviser stating his boss (the service manger) told him to call me. Guess the service manager is too busy to deal with customers.
During the phone call my service adviser he stated Ford had denied the warranty claim stating "it's the customers fault due to debris entering into the door belt moldings". Really my fault for just putting down the windows in five months of use?
So I decided to call the Ford Customer Care center opened a case waited six days and was told by the care representative the damage is due to debris from the door belt moldings and Ford will not cover it under warranty.
**Keep in mind the door belt moldings where never inspected to reach this determination this is all just based on photographs**
At this point in time I am quite furious over the entire matter to be honest. We live in South Florida the vehicle is not used in any environment that would have caused this type of damage. Our two other cars one a Ford and one GM, and past vehicles never had this problem in fact I have never even seen it to be honest.
Seems I am getting the runaround from Ford and the dealer now the next step is? Any helpful suggestions on how I should handle the matter?
See photo of the glass
We purchased our 2011 Ford Expedition EL 02/05/2012 with 21045 on the odometer.
Vehicle brought to the dealer on July 10, 2012 with 27339 on the odometer
We have owned the vehicle for just over five months and put 6294 miles since the purchase date. T
The vehicle was purchased as a Ford CPO vehicle (at a Ford Dealership) that qualified for new financing and received a thorough inspection in order to qualify for the CPO program that is offered/backed thru Ford.
Now that you have the details here are the facts. In June we noticed both rear passengers side windows where developing deep scratches to the exterior surfaces. Both windows are exhibiting the same kind of damage in the same exact locations. While operating both windows there is no noise, or notable signs and or indications of contact with any foreign objects that would indicate damage is occurring. The upper part of both windows that do not go into the door all the way (due to the safety feature) 4-6" inches of the upper glass are not at all scratched.
We took the vehicle into Sawgrass Ford in Sunrise Florida on June 10th, 2012 for a few warranty issues, the glass being one of the main issues. The dealer fixed all the problems and said they contact Ford reference the windows and I was able to pick up the vehicle until they heard back from Ford.
A week went by and no call back from the dealer so I called and spoke with my service adviser. The adviser told me to bring the vehicle back for photographs so photos could be submitted to Ford for review and I did bring vehicle back a second time for photographs.
Well you guessed it another week went by with no phone call from the service adviser however I did get a copy of my finalized paperwork in the mail (never got the paperwork when I picked up the vehicle from the first visit since the invoice was still in opened status).
Confused by the paperwork I called my service adviser and left two messages with no call back. At this point I was darn pissed off so I called and asked to speak with the service manager, I got his voice mail and I left a message. No more than 20 minutes passed and I got a call from my service adviser stating his boss (the service manger) told him to call me. Guess the service manager is too busy to deal with customers.
During the phone call my service adviser he stated Ford had denied the warranty claim stating "it's the customers fault due to debris entering into the door belt moldings". Really my fault for just putting down the windows in five months of use?
So I decided to call the Ford Customer Care center opened a case waited six days and was told by the care representative the damage is due to debris from the door belt moldings and Ford will not cover it under warranty.
**Keep in mind the door belt moldings where never inspected to reach this determination this is all just based on photographs**
At this point in time I am quite furious over the entire matter to be honest. We live in South Florida the vehicle is not used in any environment that would have caused this type of damage. Our two other cars one a Ford and one GM, and past vehicles never had this problem in fact I have never even seen it to be honest.
Seems I am getting the runaround from Ford and the dealer now the next step is? Any helpful suggestions on how I should handle the matter?
See photo of the glass