Consumer complaint received 2023-03-31
Company: FORD MOTOR CREDIT CO.
State: AZ
Product: Vehicle loan or lease
Sub-product: Loan
Issue: Managing the loan or lease
Sub-issue: Billing problem

Complaint:
We purchased a certified pre-owned XXXX Ford XXXX Pickup from XXXX Ford in XXXX AZ on XX/XX/XXXX. 

On XX/XX/XXXX, I parked the vehicle in the employee parking area behind my building and there was a severe rainstorm that day. When I unlocked the vehicle to go home, upon opening the door water poured out of the vehicle in a steady stream, and water continuously poured from the roof area in the cab. The amount of water that was pouring into the cab saturated all areas of the cab, the floors, doors, roof liner and dashboard. 

We brought the truck home and contacted XXXX Ford to explain the issue and ask for service. We never received a phone call return for our service request after 2 phone calls, so we reached out to Warranty number and took the vehicle to XXXX Ford in XXXX AZ on XX/XX/XXXX. The dealer was closer to our location in XXXX XXXX and had a sooner appointment time. 

We were able to drive the vehicle to the dealership, upon pulling into the driveway, the truck dashboard went completely black and the vehicle stalled. The service teams had to push the truck back to the service area. We explained the situation of service representative XXXX at that point and when he went out to the vehicle, he noticed the moisture in the cab and told us that he will write things up and give us a call. 

We called the dealership for a follow up as we did not hear from them on XX/XX/XXXX, XXXX and XXXX. Left several messages for the service advisor and asked to speak to another person. We were told XXXX would return our messages. On XX/XX/XXXX, we drove out to the XXXX dealership and found our truck in the very far back of the lot against a wall, uncovered, and when looking into the truck, there was even more water in puddles on the floor ( there were 5 more storms since the drop off ). There was a strong must odor from the car and black mold on the seats.

We then called the dealership on that following Monday and we asked for XXXX and we were told that he quit the dealership on XX/XX/XXXX and then notes stated on XX/XX/XXXX, he left a message to order a windshield. 

After the lack of attention to the vehicle at XXXX, I then called the Ford Corporate offices to ask for assistance as the vehicle had no follow up and was left out in the elements unattended for more water damage to occur. Speaking with XXXX XXXX as my claim advisor on XX/XX/XXXX, we had a claim number assigned and XXXX was then going to reach out to XXXX to have the vehicle evaluated. XXXX made phone calls, multiple emails and messages through the Ford corporate communication portal and XXXX failed to respond to her requests for evaluation of our car. XXXX then contacted us on XX/XX/XXXX to say that since there was no communication from XXXX, that her manager agreed to have the vehicle towed to another dealership of our choice to have the vehicle evaluated. We decided to have the vehicle closer to home in XXXX XXXX, AZ The vehicle was towed to XXXX Ford in XXXX XXXX, AZ on XX/XX/XXXX. The truck was pushed off the tow truck as it would not start. Our service advisor is XXXX and he called us to let us know the vehicle arrived. When they opened the doors water poured out of the cab and water swashed inside the door panels. There was even water inside the top brake light on the cab as water was also trapped in the ceiling area of the truck. 

The XXXX Ford team has pulled all carpets, floorboards, headliners, and seats from the vehicle and all was covered with black mold on everything. They opened the dashboard and found a wiring harness submerged in water in there and rendering the truck inoperable. The service team has calculated the work so far that was done and the parts required to continue evaluation of the vehicle at {$8000.00}. Also, the wiring harness that is required for further evaluation is on INDEFINITE backorder nationwide with Ford with No date of arrival. The truck is at a standstill as without the harness, the evaluation can not be performed.

Ford Corp, has no answers as to when or how long this repair will take place, if at all. Also, we have been without a vehicle as Ford said the vehicle has to be formally " diagnosed ''. Well no part to complete the diagnosis, we have NO DIAGNOSIS and NO VEHICLE. 

We have been paying the monthly payments on this vehicle during this time, We also have paid full coverage insurance also. From XX/XX/XXXX to this day, we have not had the vehicle and no rental either. We are totally frustrated as we are paying for a vehicle we do not have use of and no date of completion for diagnosis, which is therefore we don't even know if the vehicle can be repaired. We have made full payments for XXXX, XXXX and XXXX. We are about to make the XXXX payment at the date of this communication. How long do we pay for a vehicle that we will not have use for? 

Thank you for listening.

Company response to consumer: Closed with explanation