Originally Posted by Ronbeav
All you have to do is fill out this online form. https://www.auto.bbb.org/lemon-law-complaint-form/
and wait for a package to come in the mail from the BBB. You don't need a lawyer for the BBB proceedings. You have to be eligible through your State's Lemon Law Statute which in Florida where I'm from is three times for the same repair or 15 or more days out of service. You are going to need copies of all service tickets or work orders plus any other documentation that may help your case. Once your case is filed you will have an answer back from the BBB in 40 days or less if the manufacture will settle or if you have to go to an arbitration hearing. If you have to to an arbitration hearing my advice is to be prepared with any and all documentation that will help your case. If it is a legitimate nonconformity the arbitrator will be more on your side than the manufacturer. If you are not satisfied with with the BBB decision you always can go forward with your State's Lemon Law. Try the BBB first because all it costs you is a little time and the worse than can happen is they say know. Do some research on your State's Lemon Law and good luck to you.
Well, filled out the form online and got it in the mail yesterday. On of my regional representatives called me a couple days after I filled it out (Tuesday, requested on Friday) because apparently they are automatically alerted to the request. Wasn't able to actually talk with them until today though because of work (they called on Wednesday as well and left another message which I felt was kinda rude as they insinuated I was ignoring them since I hadn't called them back or answered the phone. Guess they assume people don't have jobs and sit by their phone all day waiting for an unexpected call. Called them back at like 2AM on Thursday telling them not to even try until Friday)
Anyways, talked with them for about 8 minutes, during which time they basically tried to tell me that while it is my decision whether or not to go through with the filing of the documents, I have other options like bringing into the dealership for even longer or trading in the car. Asked what issues I was still experiencing and told her (MFT issues, DCT, brake pedal, general fit and finish issues - especially related to items that have been repaired/replaced since they weren't even put back together correctly, and others, although I didn't mention a number specifically, instead saying they weren't worth mentioning on their own). They focused on the transmission issue saying that they weren't sure if I was aware that it's an automated manual and not an automatic transmission. I said I was aware. They asked if I knew it was a learning transmission ("not that I am calling you a bad driver") and that it learned the individual user's driving pattern. Told her I was, but had heard several different versions of whether or not this was true and asked for clarification, telling me she could only say what she had been told. Told her I had driven a number of rented Focuses and they never exhibited these issues. "Well I don't know what year those were..." "2012...Focus...SEL. The exact same car I am driving right now." They tried a number of times to get me back into the dealership to fix the issues...again. After I told her (many times) I have already had it in for nearly 40 days and no interest in keeping it in for even more, I was informed that there was nothing they could do if I was unwilling to take it to the dealership again (understandable, but they kept ignoring the extended length of time the car had been in and it still having issues). Said they didn't know of any other way to help me. Told them that if they wanted to help me they could call my dealership and ask why I hadn't gotten my paperwork for the latest repair, which they said they would send to me. Last time they did that it took a month and several calls to get it. They stated they'd be glad to do so, but it's probably because they wait for warranty payments from Ford before closing out the repair order (understandable, but not exactly my problem).
I had recorded the call in case something was said that I needed to refer to later, but didn't play it back so some of this is out of order/possibly slightly off due to misremembering. Filling out the BBB papers now, but can't actually send them in until I get my latest repair papers (8 days).