I am filing this report in regards to York Ford in Saugus, Massachusetts in conjunction with issues with Ford Motor Company to inform others of a very big issue that has come from a warranty appointment/repair back in January at York Ford. I cannot even begin to explain the frustration and inconvenience this has caused me. My vehicle was brought in for warranty repairs at approximately 59k miles. In my request for repairs, I voiced the following concerns to the service advisor.
-Front end clunk/noise at all speeds
-Fluid leaking underneath/engine and PTU
-Exhaust fumes smell entering the cabin.
Upon diagnostics in January, I was advised that the front end clunk was just stabilizer links, and they replaced those.
This did not address the underlying issue, as the clunk is still present.
Fluid leak- I was told nothing was wrong or leaking from under the motor, even when the dealership was provided photos.
Exhaust fumes- dealership applied a sealant underneath the chassis, problem still exists and can still smell fumes. I need to also add there is a class action lawsuit I received a notice for in the mail approximately one month ago for this concern. Over the length of the ownership of the vehicle, and being my only choice of transportation, I drove short trips as much as possible. The exhaust fumes not only made me sick more than once, it also made passengers in my vehicle lightheaded, nauseated and caused vomiting as well.
So, after this appointment in January I took the vehicle. I went through some health issues which kept me from further dealing with the concerns immediately after, so I made an appointment for follow up again, to further diagnose because it was apparent things were still wrong with my Explorer. On April 11th, I brought it back to York again to double check my concerns of the 3 issues listed above.
I was told the following: Technician states front end is tight, no clunking heard.
Technician says Fluid from underneath engine is engine oil and "normal" and says it's common.
Technician cannot smell exhaust fumes, no exhaust leaks.
SO, with yet again no diagnosis, I created a case with Ford Corporate, which I might add does absolutely nothing but waste your time completely making a phone call. I was advised to bring the vehicle to a different Ford dealership for further diagnostics. Quite frankly, I am/was extremely nervous for my safety and health. I could smell fumes almost all the time driving, and the front end noise sounded like it was going to just plain fall out from underneath the vehicle. The following is an email from the service advisor at a different Ford Dealer on 5/3/17.
Following is diagnosis for your 2014 Ford Explorer as of today's date 5/4/17:
A. FRONT SUSPENSION CLUNKING NOISE CONCERN WHEN GOING OVER BUMPS. technician performed road test, then raised vehicle on lift to inspect suspension, wheels, brakes etc. Found both lower control arms worn with loose play. will need to ne replaced. Quote: $538 plus tax installed (parts/labor) *parts 1-day delivery to-be-ordered
B. FLUID LEAK UNDER ENGINE CONCERN. inspected underneath vehicle for leaks and verified timing cover area wet. Technician found oil leak coming from timing cover. Timing cover will need to be replaced along with gasket/seal. To gain access and perform job, intake/valve cover will need to be removed and necessary gaskets will need to be replaced as well. Quote $1,086 plus tax installed (parts/labor) *parts in stock
C. CONCERN OF EXHAUST/BURN SMELL WHEN ACCLERATING ETC. technician performed roadtest, did not notice smell during roadtest, performed visual inspection while on lift. Ran Ford online Oasis and found Technical Service Bulletin TSB 16-0166 regarding replacing rear exhaust tips, replacing valve drains, sealing along spot locations on seams on undercarriage in rear.file. TSB NOT COVERED FORD WARRANTY Quote: $ 770 plus tax installed (parts/labor) lintvkxan.files.wordpress.com/2017/03/tsb16-0166.pdf
Given the diagnosis from the above dealership, I fully expected all repairs to be completed by York Ford at their expense, as they did not correctly diagnose my vehicle at initial time of complaint during my warranty period. Furthermore, I also have the email from York stating my oil leak was normal. I brought my vehicle back to York expecting them to step up to the plate, correct the issues at their expense. My concern was brought up under warranty, plain and simple. It was misdiagnosed twice and caused physical harm to my very well being as my passengers.
As of the time of this letter, I am STILL waiting for an "answer from the higher ups" at Ford Motor Company to see if they will assist in the cost of the repair or deny it completely. This is after it was initially denied on Tuesday, May 16, 2017. I have been without a safe, reliable vehicle to drive over the last few months for a total of 24 days. I was advised the dealership would not even provide a courtesy vehicle unless I paid per day for it. In addition to the above narrative, I also located the CEO office phone number for Ford in Dearborn, MI. I left a concerned voicemail on Friday morning, with no response as of this report. I fully intend to retain legal counsel for the above matters if I do not hear back with an acceptable resolution to this matter by end of business Monday, May 22 2017.
York Ford Reviews
I am filing this report in regards to York Ford in Saugus, Massachusetts in conjunction with issues with Ford Motor Company to inform others of a very big issue that has come from a warranty appointment/repair back in January at York Ford. I cannot even begin to explain the frustration and inconvenience this has caused me. My vehicle was brought in for warranty repairs at approximately 59k miles. In my request for repairs, I voiced the following concerns to the service advisor.
-Front end clunk/noise at all speeds
-Fluid leaking underneath/engine and PTU
-Exhaust fumes smell entering the cabin.
Upon diagnostics in January, I was advised that the front end clunk was just stabilizer links, and they replaced those.
This did not address the underlying issue, as the clunk is still present.
Fluid leak- I was told nothing was wrong or leaking from under the motor, even when the dealership was provided photos.
Exhaust fumes- dealership applied a sealant underneath the chassis, problem still exists and can still smell fumes. I need to also add there is a class action lawsuit I received a notice for in the mail approximately one month ago for this concern. Over the length of the ownership of the vehicle, and being my only choice of transportation, I drove short trips as much as possible. The exhaust fumes not only made me sick more than once, it also made passengers in my vehicle lightheaded, nauseated and caused vomiting as well.
So, after this appointment in January I took the vehicle. I went through some health issues which kept me from further dealing with the concerns immediately after, so I made an appointment for follow up again, to further diagnose because it was apparent things were still wrong with my Explorer. On April 11th, I brought it back to York again to double check my concerns of the 3 issues listed above.
I was told the following: Technician states front end is tight, no clunking heard.
Technician says Fluid from underneath engine is engine oil and "normal" and says it's common.
Technician cannot smell exhaust fumes, no exhaust leaks.
SO, with yet again no diagnosis, I created a case with Ford Corporate, which I might add does absolutely nothing but waste your time completely making a phone call. I was advised to bring the vehicle to a different Ford dealership for further diagnostics. Quite frankly, I am/was extremely nervous for my safety and health. I could smell fumes almost all the time driving, and the front end noise sounded like it was going to just plain fall out from underneath the vehicle. The following is an email from the service advisor at a different Ford Dealer on 5/3/17.
Following is diagnosis for your 2014 Ford Explorer as of today's date 5/4/17:
A. FRONT SUSPENSION CLUNKING NOISE CONCERN WHEN GOING OVER BUMPS. technician performed road test, then raised vehicle on lift to inspect suspension, wheels, brakes etc. Found both lower control arms worn with loose play. will need to ne replaced. Quote: $538 plus tax installed (parts/labor) *parts 1-day delivery to-be-ordered
B. FLUID LEAK UNDER ENGINE CONCERN. inspected underneath vehicle for leaks and verified timing cover area wet. Technician found oil leak coming from timing cover. Timing cover will need to be replaced along with gasket/seal. To gain access and perform job, intake/valve cover will need to be removed and necessary gaskets will need to be replaced as well. Quote $1,086 plus tax installed (parts/labor) *parts in stock
C. CONCERN OF EXHAUST/BURN SMELL WHEN ACCLERATING ETC. technician performed roadtest, did not notice smell during roadtest, performed visual inspection while on lift. Ran Ford online Oasis and found Technical Service Bulletin TSB 16-0166 regarding replacing rear exhaust tips, replacing valve drains, sealing along spot locations on seams on undercarriage in rear.file. TSB NOT COVERED FORD WARRANTY Quote: $ 770 plus tax installed (parts/labor) lintvkxan.files.wordpress.com/2017/03/tsb16-0166.pdf
Given the diagnosis from the above dealership, I fully expected all repairs to be completed by York Ford at their expense, as they did not correctly diagnose my vehicle at initial time of complaint during my warranty period. Furthermore, I also have the email from York stating my oil leak was normal. I brought my vehicle back to York expecting them to step up to the plate, correct the issues at their expense. My concern was brought up under warranty, plain and simple. It was misdiagnosed twice and caused physical harm to my very well being as my passengers.
As of the time of this letter, I am STILL waiting for an "answer from the higher ups" at Ford Motor Company to see if they will assist in the cost of the repair or deny it completely. This is after it was initially denied on Tuesday, May 16, 2017. I have been without a safe, reliable vehicle to drive over the last few months for a total of 24 days. I was advised the dealership would not even provide a courtesy vehicle unless I paid per day for it. In addition to the above narrative, I also located the CEO office phone number for Ford in Dearborn, MI. I left a concerned voicemail on Friday morning, with no response as of this report. I fully intend to retain legal counsel for the above matters if I do not hear back with an acceptable resolution to this matter by end of business Monday, May 22 2017.