Ford Refusing to Honor Bumper to Bumper Warranty

bring_em_on

Well-Known Member
Joined
Aug 24, 2010
Posts
85
Reaction score
12
Location
MD
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

Well-Known Member
Joined
Sep 1, 2022
Posts
304
Reaction score
99
Location
Nevada
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

Full Access Members
Joined
Jul 27, 2011
Posts
222
Reaction score
175
Location
Greenville, SC
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

Full Access Members
Joined
Jul 3, 2021
Posts
217
Reaction score
93
Location
Yorktown NY & Jupiter FL
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

Full Access Members
Joined
Jun 3, 2015
Posts
2,019
Reaction score
904
Location
USA
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

Full Access Members
Joined
Jul 27, 2011
Posts
222
Reaction score
175
Location
Greenville, SC
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.
 
OP
OP
bring_em_on

bring_em_on

Well-Known Member
Joined
Aug 24, 2010
Posts
85
Reaction score
12
Location
MD
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).
 

Attachments

  • IMG_0337.jpg
    IMG_0337.jpg
    152.3 KB · Views: 53
  • IMG_0338.jpg
    IMG_0338.jpg
    180.9 KB · Views: 55
  • IMG_0339.jpg
    IMG_0339.jpg
    165.9 KB · Views: 52
  • IMG_0340.jpg
    IMG_0340.jpg
    168 KB · Views: 55

AJ82

Full Access Members
Joined
Feb 1, 2022
Posts
161
Reaction score
83
Location
Michigan
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

Full Access Members
Joined
Jul 11, 2021
Posts
142
Reaction score
97
Location
PA
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.
 
Last edited:

99WhiteC5Coupe

Full Access Members
Joined
Jun 3, 2015
Posts
2,019
Reaction score
904
Location
USA
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.
 
Top