Ford’s Warranty is a joke. Your claim has been denied.

So here’s my story:

I have a 2007 V6 Ford Mustang that I purchased new in 2007. It currently has 36,200 miles on it. The drivetrain is under warranty for 5 years or 60,000 miles.

I’m driving home around 1am Friday morning when my car breaks down. I immediately know from the sound it’s either the transmission or differential that has gone. A great friend of mine, who I now owe a huge favor, drove an hour to come get me and take me home. I call Ford Roadside Assistance around 11am Friday to have it towed. Ford sends a tow truck and takes it to the closest Ford dealer. (Warning #1)

The car is dropped off at Northgate Lincoln Mercury in Tampa, FL. I notice they have NO Ford brand vehicles, just Lincoln and Mercury. (Warning #2) They say they’ll try to get to it as soon as possible and give me a call once they know something. In the mean time, I’m renting a car from the enterprise office they have on-site for $50 a day. This is just to be able to get to college and back. (Day number 6 and counting)

I get a call at 5PM Friday night, saying it’s the differential and a “engineer/specialist” will have to look at it on Monday, fair enough.

I get a call Monday morning, the “specialist” is out of town and will get to it tomorrow. (Warning #3)

I get a call Tuesday morning…the service manager (Chris Haggstrom) and the “Ford Field Service Engineer” have decided that my warranty claim has been DENIED. They state that “THIS VEHICLE HAS BEEN DRIVEN BEYOND ITS NORMAL DESIGN LIMITS.” (I would absolutely LOVE to know what Ford defines as “normal design limits”.) I had just woken up and couldn’t fully comprehend what was happening. I was speechless, the only response I could manage at the time was “Seriously?”. Chris said he would have one of his advisers call me with a quote for the repair. I asked Chris for the phone number for Ford’s Warranty Claims department, which I proceeded to call to find out how to appeal this decision. I was told: “the decision can’t be appealed but financial assistance can sometimes be provided”. I’m stunned that I’m totally helpless in this situation.

At this point, I get my father involved. He was the one who actually purchased the car, although the title is in my name. He contacts various people at Ford, as well as the service manager at the dealer, however, we’re still in square one.

The dealer wants $2,600 to repair the differential, which is absolutely ridiculous. I can order an entire rear end axle assembly with a differential online for ~$800. I don’t know about you, but I don’t have $2600 lying around to pay for something that shouldn’t cost me anything.

At this point, my only real option is to pay for this out of pocket and then sue Ford for reimbursement. However, I’m not giving Northgate Lincoln Mercury a penny. I’ll be ordering a new rear assembly online and having it shipped to a local shop that can swap it out.

Update 11/23: Since my VIN number was banned from any drivetrain warranty repairs at any Ford dealer, I didn’t have a whole lot of options. I paid out of pocket to have the vehicle towed to my local (excellent) Ford dealer (Walker Ford) and also paid out of pocket for a new rear end from, it was delivered to Walker Ford who installed it had it ready to go the same day.

I’ll now be seeking $2,133 in reimbursement from Ford. This is the exact cost of my rental car, new rear end, towing, labor, and the $109 I had to pay Northgate Lincoln Mercury for looking at my car.

I guess my point is this: If your Ford vehicle is under warranty, it’s as good as being out of warranty. Ford and/or your dealer can claim your vehicle is (insert generic clause here) and deny your warranty claim. Ford doesn’t honor their warranty or stand by their products, and the dealers (especially Northgate Lincoln Mercury which has fought me tooth and nail) don’t have any motivation to actually fix a problem unless they get money in their pocket.

So if you find yourself in the unfortunate situation of needing warranty service on your Ford and happen to live in the Tampa Bay Area, be sure to stay away from Northgate Lincoln Mercury. Even if you have to pay for a towtruck yourself, it’s a fraction of what it will cost you if they deny your claim.

The Consumerist has picked up my story!

Documents from Ford:

For those of you thinking this is a “one in a million” occurance, take a look at the Google results for “Ford Warranty Denied”.

61 thoughts on “Ford’s Warranty is a joke. Your claim has been denied.

  1. I’m not a Ford guy myself, but I worked at a Ford dealership. Generally speaking, unless you obviously beat on your car Ford took care of you — that is how they stay in busines. So either you are full of shit or you are lying. If you modified your driveline (different axle ratio, suspension work that would change vehicle dynamics, used the vehile as a track car, etc) then YOU invalidated your warranty. Don’t play dumb or try to deny it; the guys at the dealership aren’t idiots and work on the vehicles regularly. Track cars don’t have warranties, and trust me they can tell. In order for your driveline warranty to be invalidated the dealership took pictures and sent them to Ford Engineering for review. No dealership has the power to blanket invalidate your warranty, meaning you fucked up. Own your mistake instead of trashing a company to try and get your way. If you want a car that won’t penalize you for racing it buy a Porsche or Ferrari, otherwise don’t be surprised when you get called out on your fraud and denied your ficticious claims.

  2. Fords warranty is a Joke!! Pay for premium product not backed by ford warranty. My engine lock up 10,000 miles short of the warranty being out and guess what ford denied my claim as well. Reason was claiming not serviced properly. Although I provided all service records for oils changes and air filters but preformed the last three myself. Apparently that’s a big no no if plan on making a warranty claim. Although I’m likely more qualified to than fords technicians.

  3. John Lysa is right on target with his comments. Ford won’t deny claims unless they are proven to be caused by modifications to the vehicle or obvious abuse which caused the failure. Man up and tell your daddy that you broke the little V6 Mustang he bought you because you think it’s is a racecar. Have to grow up some time.

  4. From: Lawrence and Laurie Hawkins

    Not only am I being ripped off by Ford Motor Company’s $4,000 Extended Warranty, but by one of their dealerships as well, DON DAVIS FORD.

    On July 15, 2015 I took my 2008 F450 Truck to Don Davis Auto Group.

    Vin# 1FDXW47RX8EE51245
    Customer # 534640
    Invoice# 471598

    I clearly explained to the service advisor Michael Boone that I had a “Water in Fuel” light on. The truck ran, but it ran bad. I had paid $4,000 for Ford’s factory extended warranty, so if the warranty wasn’t going to cover the repair then DO NOT tear down my engine because I could get the work done for much less money elsewhere.
    In a few days I received a call from the service advisor Michael Boone explaining that the $4,000 warranty that I purchased from Ford would not cover the repair because there was water in the fuel. He then went on to explain that they had torn down the vehicle and I now owed Don Davis Ford $1626.95.
    If the “Water In Fuel” light was already illuminated on the dash, other than to run up a bill, what would be the need to tear the engine apart to tell me what I already Knew and he also knew the same thing.
    He claimed that he misunderstood what I was requesting.
    If Ford Motor Company Warranty won’t pay for damage caused by water in fuel, they are not paying many engine claims because water is always mixing with diesel and getting into the engine.
    I paid the $1626.95 in order not to lose my truck on a mechanic’s lien. Plus I had to pay $325 additional for a tow truck to tow my truck back to me.
    I am requesting all of my money back, $1951.95.

  5. Who is the registered agent for Ford Motor Campany’s Warranty division? What is his name and notification address? Does anyone know?

  6. I have a 2014 F-150 with 5100 miles on it..spotless! recently when it rains or truck is washed..back tail lights fog up..I sent pitures to Ford of moisture buildup inside of lens as they requested(this problem started after truck was 2 yrs old)I was denied stating I have to have digital pitcures of water dripping inside of lens?? I can’t see that..Ford knows it. Next year this truck will be traded in for a GMC..have had other problems for a truck with 5100 miles on it..rear axle/passenger airbag/ so Ford just lost a lifetime customer because they would not honor warrenty..with the cost of trucks sky-rocketing I am supprised they chose to dump me? This has become a matter of principal..already ordered new tail-lights..leds they look much better and each unit is SEALED! Bye Bye Ford!

  7. I think the people that say Ford would not deny claims must work for them and are trying cover their ass. I have a 13 F150 and they are so cheaply made the covering on the steering wheel just plan ware off in 30K miles and 2 years. The dealership took pictures and said Ford would have to decide if they would cover it. A few months later I went back because I never heard anything from the dealership. All the advisor would tell me is it was the claim was denied. Wouldn’t even give me a reason. I sent an email to Ford Customer care and they didn’t even write me back. It’s kind of hard to say you drove a steering wheel to hard.

  8. I know! I should probable mention to Ford my steering wheel is peeling? I got another e-mail from regional rep and asked if I wanted to submit more photos of tail lights that show more than a “mist inside lens” I just want to scream! As I read on message said Ford has specialist that determine if lens fogging is defect or normal..i replied how can I get a job like that..informed him it was dealers responsibility for pitcures and will try to get more photos to him. His final question was “will I appeal decision” Heck just basically told me you are going to deny extra photos. This has became a case of integrity ,I can undo 2 bolts each side swap out with some LED lights I like..Last Ford truck I will ever matter outcome! If I were you I would demand your due process all the way to Arbitration!

  9. I have owned a ford and mercury. Never, never will I buy another. Two transmissions is enough .

  10. I purchased a 100k mle bumper to bumper extended warranty on my 2014 f150 when I purchased it new. I sold the truck with 32k MLS. Then contacted Ford for a return on the warranty. They docked me almost half the cost of the warranty because of the 32k MLS which was still under factory warranty. So don’t buy a extended warranty until your factory warranty is almost up. Otherwise you pay for a warranty that does no good until the factory one is up. Thanks Pat

  11. I have a 2012 ford focus which i paid $1900 dollars for the ESP. What a joke! basically they only give you oil changes and a few wiper blades. I recently brought my car in for service and the service adviser says my brakes are almost done and to budget for them on my next service. I said WTF i have a ESP and it clearly covers these parts. he says he can replace them until ford says its ok to do so. I said this is BS. the ESP expires in a month so they wont replace my brakes. I’m a sucker i guess they got my money and now its the big FUCk YOU MR Customer.
    They sell the ESP as a “piece of mind” sales pitch, that all your parts are covered then the service department tells you you ain’t gett’n shit from ford. NEVER AGAIN!

    Ford makes decent cars but their service SUCKS ASS!!!!!

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