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Old 09-01-2012, 08:23 AM   #1337
Focus Enthusiast
Join Date: Jan 2012
Fan#: 93807
Location: Clermont, FL
What I Drive: 2013 Mazda CX-5 Sport Auto FWD

Posts: 73
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Check my other posts under the warble/hum/drone and power steering failure threads and you'll get a small idea of the hell that Ford put me through since Feb 2012.

I went the Lemon Law route hear in FL myself. It sucked to say the least. I gave Ford a final repair attempt and POOF, customer service disappeared. They no longer acknowledged the problem and sent me on my merry way. Moral of that story? HAVE ALL OF YOUR PAPERWORK READY TO GO BEFORE YOU EVEN HINT LEMON LAW ACTION. Every friendly Ford employee is now a clam who buttons up when prompted. Anyway, I asked Ford Motor (through their legal people) for a replacement car. After 12 business days (should have been 10) they informed me that as the car has been conformed to warranty they will not provide refund or replacement. Then I filed for an arbitration with the BBB Autoline, the manufacturer sponsored program that FL requires you go to first before filing with the Florida New Motor Vehicle Arbitration Board.

BBB Autoline is a joke. You show up and present your case to an aribtrator that is paid to be there with Ford funds (manufacturer sponsored!). My arbitrator carried an air of indifference and didn't even have the arbitration agreement with her. She had to borrow mine! MINE! The Ford legal analyst that represented Ford over the phone was a snob, and said that I was trying to convince myself that something was wrong with the car as I was providing inspection reports from other mechanics as proof of the issue. When we went out for the test drive to demonstrate the vibration issue I was having, the BBB representative wouldn't shut up during the ride, not to mention about 3 inches of rain came down during the drive. A week after the arbitration hearing, the arbitrator denied my request for a replacement vehicle as she didn't hear or feel the vibration. She was kind enough however to note it was raining at the time. Get this though: the main reason I was denied was because my independent inspection stated the vibration may be due to poor alignment prematurely wearing out my tires. She said that as Ford replaced my rear tires and they are under a 12k warranty, the car is conformed to warranty. We are past that stupid!!! They are no longer fixing my car, they were given a final repair attempt, etc etc. It is past that and is now a Lemon issue! If it is an alignment issue, Ford didn't do anything about that and the new set of tires is going to be shot too

Then I filed for arbitration with the FNMVAB and demanded a refund rather than replacement. When that legal analyst claimed it was all in my head, that pushed me over the edge and I never wanted to deal with Ford again, ever. Then I hired an attorney. It wasn't cheap, but you know what? Ford settled with me after the pre-hearing inspection. Now that I had a lawyer representing me, Ford hired a lawyer who subpeonaed the service manager and Field Service Engineer. Viola! The FSE hears and feels the vibration again at the inspection (likely because he doesn't want to have to spend a day in Lemon Law arbitration testifying as an expert witness and having to lie on Ford's behalf). 2 days later I get a settlement offer. 4 weeks later I don't have a car anymore.

Ford failed me big time. I would have gladly taken a replacement Focus, but because I didn't pony up for a lawyer earlier thinking that I would cave, they pushed me away so hard I never want a Ford vehicle again. They made me feel like I was stupid and crazy for the issues present with my car, but in the end they bought it back. Good riddance FMC!

If you're going to threaten legal action to enforce your rights, you'll quickly see that Ford is not your friend as they view you as their enemy. Bring out the big guns, because they will always meet you in kind.
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