Ford Refusing to Honor Bumper to Bumper Warranty

[bring_em_on]

Both of my tail lights on my 2021 Expedition Limited are starting to get "stress cracks". There are random cracks ranging
from a few millimeters to a few inches that have begun to show up.

The vehicle is just over a year old with only 17k miles. The lights should be covered under the warranty, but Ford is saying
that the cracks are from a collision and not from stress. How they determined that from looking at a picture is beyond me.
The only parts of the vehicle that are "damaged" are each tail light.

The rest of the vehicle is in factory condition. It's reasons like this why I got away from Ford in 2013 and started buying Ram
trucks.

I thought I would give Ford another try and it only took Ford a year to lose me again for life.

 

[2020FordRaptor]

Both of my tail lights on my 2021 Expedition Limited are starting to get "stress cracks". There are random cracks ranging
from a few millimeters to a few inches that have begun to show up.

The vehicle is just over a year old with only 17k miles. The lights should be covered under the warranty, but Ford is saying
that the cracks are from a collision and not from stress. How they determined that from looking at a picture is beyond me.
The only parts of the vehicle that are "damaged" are each tail light.

The rest of the vehicle is in factory condition. It's reasons like this why I got away from Ford in 2013 and started buying Ram
trucks.

I thought I would give Ford another try and it only took Ford a year to lose me again for life.

Wait. Is the dealer denying it or Ford?

 

[mrmustang]

Both of my tail lights on my 2021 Expedition Limited are starting to get "stress cracks". There are random cracks ranging
from a few millimeters to a few inches that have begun to show up.

The vehicle is just over a year old with only 17k miles. The lights should be covered under the warranty, but Ford is saying
that the cracks are from a collision and not from stress. How they determined that from looking at a picture is beyond me.
The only parts of the vehicle that are "damaged" are each tail light.

The rest of the vehicle is in factory condition. It's reasons like this why I got away from Ford in 2013 and started buying Ram
trucks.

I thought I would give Ford another try and it only took Ford a year to lose me again for life.

A picture, seriously, you sent a picture, or pictures and expect them to take your word at face value? What you need to do is make an appointment with your local Ford customer service department and request a regional rep to come and review the taillights up close and in person if they cannot assist. If they find in fact that there are impact points on the lenses, then yes, they will deny your claim. If not, then I cannot see them not offering you a new set to replace what is there.

Bill S.

 

[GlennSullivan]

I would think it is their responsibility to prove it is physical damage. If it were physical damage, there should be marks or scrapes on the lens or other areas near the lens.

 

[99WhiteC5Coupe]

A picture, seriously, you sent a picture, or pictures and expect them to take your word at face value? What you need to do is make an appointment with your local Ford customer service department and request a regional rep to come and review the taillights up close and in person if they cannot assist. If they find in fact that there are impact points on the lenses, then yes, they will deny your claim. If not, then I cannot see them not offering you a new set to replace what is there.

Bill S.

I bought a new 2015 Expedition Limited 4x4 that I ordered through the dealer. At delivery, there were several obvious defects and I had to take the vehicle to the service department (I had already sold my prior SUV and was stuck).

The service advisor told me he had to take pictures of the defects and get approval from the Ford warranty department to replace the items, by sending the pictures via email.

The vehicle was new and I took delivery on a Sunday. I took it the the service department the first week.

The warranty repairs were approved by Ford and I had to return to have the repairs made. The process delayed the repairs and really made me mad.

This was my first and last Ford, as I was VERY irritated by the lack of authority granted to the selling dealer service department by Ford.

Earlier this year, my transmission failed. I was still covered by the Ford Premium service contract. The dealer technician and service advisor told me they would be installing a new transmission (not rebuilt). Several days later, the service advisor called me and said Ford would not permit them to install a new transmission, mine had to be rebuilt. It took 51 days due to lack of parts from Ford.

I’ve read several article how Ford has been slammed by massive warranty repair costs during the past few years. I think Ford’s response to reduce warranty costs is to refuse or delay to honor their warranties.

This is what the OP is probably experiencing. The service advisor is not permitted to make a warranty decision and must request permission from a Ford warranty person by sending a photo.

 

[mrmustang]

I bought a new 2015 Expedition Limited 4x4 that I ordered through the dealer. At delivery, there were several obvious defects and I had to take the vehicle to the service department (I had already sold my prior SUV and was stuck).

The service advisor told me he had to take pictures of the defects and get approval from the Ford warranty department to replace the items, by sending the pictures via email.

The vehicle was new and I took delivery on a Sunday. I took it the the service department the first week.

The warranty repairs were approved by Ford and I had to return to have the repairs made. The process delayed the repairs and really made me mad.

This was my first and last Ford, as I was VERY irritated by the lack of authority granted to the selling dealer service department by Ford.

Earlier this year, my transmission failed. I was still covered by the Ford Premium service contract. The dealer technician and service advisor told me they would be installing a new transmission (not rebuilt). Several days later, the service advisor called me and said Ford would not permit them to install a new transmission, mine had to be rebuilt. It took 51 days due to lack of parts from Ford.

I’ve read several article how Ford has been slammed by massive warranty repair costs during the past few years. I think Ford’s response to reduce warranty costs is to refuse or delay to honor their warranties.

This is what the OP is probably experiencing. The service advisor is not permitted to make a warranty decision and must request permission from a Ford warranty person by sending a photo.

The way I read the OP's post was that he is the one who sent a picture, or pictures to Ford. I've owned my own retails businesses (auto and non auto related), and know what it sometimes takes for warranty work to be approved by a manufacturer. In this case, Ford's warranty division will require a Ford dealer employee to supply the pictures, along with their observations/inspection for the replacement of the taillight assemblies. In the bigger scheme of suppliers vs manufacturers, Ford needs to have that chain of custody to the information it gathers.

Bill S.

 

[bring_em_on]

I bought a new 2015 Expedition Limited 4x4 that I ordered through the dealer. At delivery, there were several obvious defects and I had to take the vehicle to the service department (I had already sold my prior SUV and was stuck).

The service advisor told me he had to take pictures of the defects and get approval from the Ford warranty department to replace the items, by sending the pictures via email.

The vehicle was new and I took delivery on a Sunday. I took it the the service department the first week.

The warranty repairs were approved by Ford and I had to return to have the repairs made. The process delayed the repairs and really made me mad.

This was my first and last Ford, as I was VERY irritated by the lack of authority granted to the selling dealer service department by Ford.

Earlier this year, my transmission failed. I was still covered by the Ford Premium service contract. The dealer technician and service advisor told me they would be installing a new transmission (not rebuilt). Several days later, the service advisor called me and said Ford would not permit them to install a new transmission, mine had to be rebuilt. It took 51 days due to lack of parts from Ford.

I’ve read several article how Ford has been slammed by massive warranty repair costs during the past few years. I think Ford’s response to reduce warranty costs is to refuse or delay to honor their warranties.

This is what the OP is probably experiencing. The service advisor is not permitted to make a warranty decision and must request permission from a Ford warranty person by sending a photo.

99WhiteC5sCoupe: You are totally correct. I took it to the dealer where I purchased it and they snapped photos of the tail lights and sent them to Ford. Ford replied back that the lights appeared to be from a collision of sorts and not stress cracks. I'm attaching photos of the lights. Honestly, I wouldn't care about warranty taking care of it but the fact is that you cannot just buy the tail light housing/covers. You have to buy the whole assembly and each one is in excess of $700. So $1400 for tail lights that cracked under normal stress is infuriating.

Does anyone know how I request a regional rep? My local dealer is pretty much useless (Bayside Ford, King George, VA).

 

[AJ82]

Are those cracks on the taillight housing internal or external? If they are internal than their "it was in an accident" makes no sense at all. How could it be in an accident with only the inside cracking? I would see that as extremely unlikely. If the cracks are external they could argue something scratched them via an accident or otherwise. The reason they don't want to cover it is the exact reason you stated - cost out of their pocket.

If a claim was already sent to Ford via one dealer, can another dealer submit a claim for the same thing? I would assume they could but corporate would know via the VIN it was the same truck and just deny it again right?

Perhaps you can find cheaper replacements in a salvage yard? That assumes they aren't cracked as well.

 

[apex96]

99WhiteC5sCoupe: You are totally correct. I took it to the dealer where I purchased it and they snapped photos of the tail lights and sent them to Ford. Ford replied back that the lights appeared to be from a collision of sorts and not stress cracks. I'm attaching photos of the lights. Honestly, I wouldn't care about warranty taking care of it but the fact is that you cannot just buy the tail light housing/covers. You have to buy the whole assembly and each one is in excess of $700. So $1400 for tail lights that cracked under normal stress is infuriating.

Does anyone know how I request a regional rep? My local dealer is pretty much useless (Bayside Ford, King George, VA).

Take it to a different dealership. I purchased my 2016 F150 from them when it was under different ownership… they were ****** with their sales tactics and after that experience I never took it to them again. I would take it to Richmond ford, one of the largest in the state. Richmond always gave me exceptional service.

A good dealership can work and push Ford to replace under warranty. Not all dealerships want to escalate a customers concerns/complaints. I’ve found that high volume dealers that have more sway with the manufacturer are able to get warranties approved and turned around quicker than smaller dealers seem to be able to.

 

[99WhiteC5Coupe]

99WhiteC5sCoupe: You are totally correct. I took it to the dealer where I purchased it and they snapped photos of the tail lights and sent them to Ford. Ford replied back that the lights appeared to be from a collision of sorts and not stress cracks. I'm attaching photos of the lights. Honestly, I wouldn't care about warranty taking care of it but the fact is that you cannot just buy the tail light housing/covers. You have to buy the whole assembly and each one is in excess of $700. So $1400 for tail lights that cracked under normal stress is infuriating.

Does anyone know how I request a regional rep? My local dealer is pretty much useless (Bayside Ford, King George, VA).

I wish you luck. I wish I had an answer or advice that would help you.

Currently, Ford (and GM) are selling all they can make. They really don’t care about their customers and their vehicles, and do not have to work to attract and keep customers.

That will change.

 

[bring_em_on]

Take it to a different dealership. I purchased my 2016 F150 from them when it was under different ownership… they were ****** with their sales tactics and after that experience I never took it to them again. I would take it to Richmond ford, one of the largest in the state. Richmond always gave me exceptional service.

A good dealership can work and push Ford to replace under warranty. Not all dealerships want to escalate a customers concerns/complaints. I’ve found that high volume dealers that have more sway with the manufacturer are able to get warranties approved and turned around quicker than smaller dealers seem to be able to.

Thanks for the tip apex96. I'll get in touch with Richmond. There is also Koons Ford further up north. As far as volume goes, I believe Koons is up there too. I'll report back and let everyone know how it goes.

 

[Bmac1955]

Ford Rep's visit the dealerships periodically. Have your name put on the list to see the Rep. This should resolve the matter. Perhaps if it is a problem with material he will buy it. If not perhaps give you an allowance to purchase new ones.

 

[mrmustang]

99WhiteC5sCoupe: You are totally correct. I took it to the dealer where I purchased it and they snapped photos of the tail lights and sent them to Ford. Ford replied back that the lights appeared to be from a collision of sorts and not stress cracks. I'm attaching photos of the lights. Honestly, I wouldn't care about warranty taking care of it but the fact is that you cannot just buy the tail light housing/covers. You have to buy the whole assembly and each one is in excess of $700. So $1400 for tail lights that cracked under normal stress is infuriating.

Does anyone know how I request a regional rep? My local dealer is pretty much useless (Bayside Ford, King George, VA).

What I'm going to post is not going to be looked at favorably by the OP, but as the ex bodyshop owner on the forum, what I am seeing appear to be "deflection cracks", they are not a factory defect, something came in contact with the taillights causing them to flex inwards to the point of cracking. It could be as simple as someone kicking them (yes, I know how high up they are), or backing into a bush or two (this type of cracking I have seen before in just this type of situation), how this happened may remain a mystery, but somewhere along the line, it happened.

Bill S.

 

[bring_em_on]

What I'm going to post is not going to be looked at favorably by the OP, but as the ex bodyshop owner on the forum, what I am seeing appear to be "deflection cracks", they are not a factory defect, something came in contact with the taillights causing them to flex inwards to the point of cracking. It could be as simple as someone kicking them (yes, I know how high up they are), or backing into a bush or two (this type of cracking I have seen before in just this type of situation), how this happened may remain a mystery, but somewhere along the line, it happened.

Bill S.

On most of those cracks, they are beneath the surface. If you ran your fingernail or other sharp object across them, you can tell they aren't on the surface. There are absolutely zero scuffs, scrapes, chips on the lens and it's on both sides of the vehicle. I haven't backed into anything and the rest of the vehicle is in mint condition. I keep an eye on them and additional ones are popping up weekly (the little tiny ones that are on the passenger side were not there when I took it to the dealer). Any way to explain this?

 

[mrmustang]

On most of those cracks, they are beneath the surface. If you ran your fingernail or other sharp object across them, you can tell they aren't on the surface. There are absolutely zero scuffs, scrapes, chips on the lens and it's on both sides of the vehicle. I haven't backed into anything and the rest of the vehicle is in mint condition. I keep an eye on them and additional ones are popping up weekly (the little tiny ones that are on the passenger side were not there when I took it to the dealer). Any way to explain this?

As stated before, because of where the cracks are, and the direction in which they are seen, and the parallels, they are deflection stress cracks. Push on a sheet of plastic, and you can make the same type of cracks, on the inside, not the outside of the sheet, the same applies here. Could it be as I stated above, could it be a stress of the material as it was being loaded or unload off the transport from the manufacturer to the manufacturer of the lights, could a pallet been dropped in shipment after the lights were vacuum formed, there are so many things that could have happened, unfortunately no real way of knowing how it happened, just that it happened.

Bill S.

 

[HazBeen]

Ford's most recent guidelines on this topic are attached:

GSB 22-7002 - Various Vehicles - Exterior Lighting Concern Analysis - Jan 12, 2022...

 

[bring_em_on]

Ford's most recent guidelines on this topic are attached:

GSB 22-7002 - Various Vehicles - Exterior Lighting Concern Analysis - Jan 12, 2022...

Thank you! So figure 13 is a good example of some of the small cracks that I have (which cannot be felt), although not as numerous as in the photo. Most of the bigger ones cannot be felt either.

 

[ManUpOrShutUp]

If a claim was already sent to Ford via one dealer, can another dealer submit a claim for the same thing? I would assume they could but corporate would know via the VIN it was the same truck and just deny it again right?

They can. How they word the assessment can make a world of difference in whether Ford chooses to cover the repair. My power running boards were denied twice by Ford at 1 dealership - a dealership that was very adversarial about replacing them. They knew I lived 2.5 hours away and would not be coming in for regular service, so there was little interest in doing anything but fixing the problems that were noted on my sales contract for my CPO vehicle. The second dealership - eager to earn my business for future repairs - got the claim approved np though.

 

[LazSlate]

They can. How they word the assessment can make a world of difference in whether Ford chooses to cover the repair. My power running boards were denied twice by Ford at 1 dealership - a dealership that was very adversarial about replacing them. They knew I lived 2.5 hours away and would not be coming in for regular service, so there was little interest in doing anything but fixing the problems that were noted on my sales contract for my CPO vehicle. The second dealership - eager to earn my business for future repairs - got the claim approved np though.

Totally agree. I live in AZ and bought my Timberline from a great dealer in UT. Supplies were limited and I was having a hard time finding one. They wanted 5k above and we agreed to meet in the middle. I candidly asked them why and they said because, yes the allocations are small for the Timberline but mainly is since I am out of town they will not get my vehicle service or possibly future sales. The repeat customer model is high on these dealers list so warranty work, especially tail lights where they wont make much at all, is not worth the effort.

 

[AJ82]

They can. How they word the assessment can make a world of difference in whether Ford chooses to cover the repair. My power running boards were denied twice by Ford at 1 dealership - a dealership that was very adversarial about replacing them. They knew I lived 2.5 hours away and would not be coming in for regular service, so there was little interest in doing anything but fixing the problems that were noted on my sales contract for my CPO vehicle. The second dealership - eager to earn my business for future repairs - got the claim approved np though.

Good to know, thanks