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Old 01-17-2013, 03:12 PM   #1
Focus Enthusiast
Join Date: Aug 2011
Fan#: 89089
Location: North Charleston, SC
What I Drive: 2013 Mustang GHIG V6 Premium

Posts: 409
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Lemon law success

TLDR: Ford replaced my Focus with a new car.

Haven't posted here much in the last few months or so because I have been dealing with getting this resolved.

In November, after the car had been in for repairs for another 11 days and problems still existed, I filed a complaint with the BBB, the first step in the Lemon Law process for my state. I got an email a day or so later from them. They stated that Ford might be in contact with me to deal with my issues. Ford had already set up a time to call me regarding it. This was, easily, the most useless call I have ever been a part of. It lasted about 20 minutes and was little more than my regional CSM telling me "The dealership said they fixed all the issues, whatever you're experiencing now is in your imagination. Don't follow through with your complaint, you're wasting your time. Just take it back into the dealership and tell them what's happening. Just be patient, issues take time to repair. The car is expected to work like that to some degree." Since my car had already been in the shop for 43 days at multiple dealerships for significant repairs, that was an unappealing resolution. Apparently Ford's position is that having your car in for repairs for longer than it took to build the thing is acceptable.

I proceeded with my BBB complaint and a while after the paperwork was all filed, I received an offer from Ford to have a Ford mechanic look at my car to fix any issues he deemed needed fixing and they would give me a 7 year extended warranty. This too was unappealing since I had already had an extended warranty and it did me no good and just having it in for repairs for even longer with no guarantees of repair was ridiculous. I opted to proceed to the BBB's arbitration process. (Up to this point was mediation.) I had a hearing scheduled for December 6 and scheduled vacation time at work so I could drive up there and attend it.

About a week later, on November 30th, I received an email stating that Ford had made another offer, a MSRP to MSRP swap for another Ford vehicle on the dealer's lot. Specifically, they would give me the MSRP value of my Focus, minus a small usage fee based on the mileage of first major repair ((5665/100000)*MSRP), towards a new Ford/Lincoln vehicle of my choosing so long as I paid the difference and it was at least the same price. I figured that since this was an offer that required no more real work on my part and I possibly wouldn't get anything much better at arbitration, I accepted.

Today, after a number of false starts mostly due to Ford's reacquired vehicle unit (apparently they have an entire department devoted to this) failing to send all of the documents and not really returning mine or the dealership's calls (which led to the first dealership just washing their hands of it and backing out near the very end of the process. During the entire process I went through three different caseworkers and nobody else would talk to me or answer any of my questions since they "weren't handling my reacquirement"), I finally picked up my replacement vehicle. I opted for a 2013 Ford Mustang V6 Premium because a Focus was out of the question, a Taurus too big, and the Fiesta was too cheap. Ideally, I wouldn't be driving another Ford at all, but I suppose this is the best of a bad situation. It was down to either a Fusion or a Mustang and they only had two 2013 Fusions on the lot, a Hybrid for ~$40k and a poorly equipped model with MFT. Since I didn't fancy almost doubling my monthly payment and was even less inclined to deal with MFT even more, I went with the Mustang. It helped that the Mustang wasn't a completely new generation that apparently catches on fire. Here's hoping this works out better than the Focus.

2012 Ford Focus Sterling Grey Metallic SEL Sedan
Ordered: 8/6/11 VIN: 9/6/11 Build Date: 8/30/11
Delivery: Originally estimated 9/19/11. Delivered 9/22/11. picked up 9/24/11.
Reacquired by Ford under Lemon Law 01/16/13.
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