Consumer complaint received 2024-08-16
Product: Vehicle loan or lease — Loan
Issue: Struggling to pay your loan — Denied request to lower payments
Company: FORD MOTOR CREDIT CO. (PA)

I am filing a complaint against Ford Motor Company and XXXX XXXX XXXX concerning my XX/XX/XXXXXXXX, XXXX XXXX. Despite numerous repair attempts and significant financial investments, the vehicle has become inoperable due to a critical transmission failure. The car is now a brick, and I have XXXX payments remaining on the loan. 

Since purchasing the vehicle, I have encountered a series of significant mechanical issues, including the replacement of more than XXXX batteries, an alternator, warping rotors, brakes, suspension repairs, and a fuel pump. Despite these efforts, the transmission has now completely failed, rendering the vehicle unsafe and unusable. This issue is well-documented in this model of XXXX XXXX XXXX and it has severely impacted my ability to use the car for its intended purpose. 

The XXXX XXXX XXXX ( 15 U.S.C. 2301 et seq. ) provides that consumers are entitled to remedies when a product fails to perform as warranted after a reasonable number of repair attempts. Additionally, XXXX adoption of the XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX ) imposes an implied warranty of merchantability, which requires that goods, including vehicles, are fit for the ordinary purposes for which they are used. My XXXX XXXX has failed to meet this standard, as evidenced by the recurring and unresolved defects culminating in the total failure of the transmission. 

Ford Motor Company publicly commits to customer satisfaction and safety as core components of its mission. The company states that it is dedicated to producing vehicles that are designed and built with quality, safety, and customer satisfaction in mind. The ongoing issues with my vehicle clearly contradict this commitment. 

In XXXX XXXX XXXX case number XXXX, both the Consumer Relations division and XXXX XXXX XXXX suggested that I escalate my concerns by filing complaints with the CFPB, the XX/XX/XXXX the FTC, and XX/XX/XXXX They also advised that I bring this matter to XXXX XXXX XXXX, providing me with the contact information to do so ( XXXXXX/XX/XXXX XXXX XXXX XXXX, XXXX XX/XX/XXXX XXXX ). 

XXXX representatives assured me that either a buyback of the vehicle or a significantly reduced payoff settlement was possible. Alternatively, should XXXX not find a buyback or reduced payoff feasible, I request that XXXX bear the full cost of repairing the transmission to restore the vehicle to safe, operable condition. 

I am seeking your assistance in holding XXXX accountable to its commitments and legal obligations. Specifically, I request that Ford Motor Company and XXXX XXXX either buy back the vehicle, taking into account a reasonable mileage deduction or provide a substantial reduction in the loan payoff amount to reflect the diminished value and usability of the vehicle. 

The failure of XXXX to address these ongoing issues is not just a breach of warranty and consumer protection laws, but it is also fundamentally unfair and unconscionable. It is unacceptable for a consumer to be left with a vehicle that is both unsafe and unusable, while still being financially burdened with the remaining loan payments. 

Your agencys mission is to protect consumers from unfair, deceptive, and abusive practices, and to ensure that companies adhere to their legal and ethical obligations. This case exemplifies why such protections are necessary. XXXX has failed to live up to its own standards and the legal standards required under federal and state law. 

The XX/XX/XXXXXXXX has been marred by pervasive transmission and clutch failures linked to the XXXX dual-clutch transmission, an issue that has been extensively documented and widely reported by consumers. A thirty-second XXXX search XXXX specific complaints, as recorded byXX/XX/XXXX XXXX XXXX transmission-related issues and XXXX clutch-specific problems, with many reports detailing sudden loss of acceleration, the vehicle shifting into neutral unexpectedly, and complete transmission failures. These defects pose significant safety risks, as documented in multiple complaints to the XXXX XXXX XXXX XXXX XXXX ( XXXX ), where consumers have described serious accidents, near-miss accidents and the vehicle becoming undrivable. 

Despite the severity and prevalence of these issues, XXXX has consistently failed to provide an adequate remedy, often subjecting consumers to repeated, ineffective repairs rather than issuing a recall or offering buybacks. The XXXX, while aware of these complaints, has not mandated a recall for the 2017 model, leaving thousands of owners with unsafe and unreliable vehicles on XXXX XXXX. This inaction by XXXX and the insufficient regulatory response from XXXX violate both the letter and spirit of consumer protection laws, including the XXXX XXXX XXXX, which guarantees the right to a product that performs as warranted, and state laws that mandate the merchantability of goods sold. 

I urge Ford Motor Company, XXXX XXXX XXXX, and the regulatory agencies overseeing this matter to take immediate and comprehensive action. It is unconscionable to leave consumers burdened with vehicles that are fundamentally defective and dangerous. A buyback or significant loan reduction is not just a matter of fairnessit is a legal and ethical obligation that XXXX must fulfill. Failure to act will not only perpetuate the financial and safety risks faced by consumers but will also continue to undermine public trust in XXXX and the regulatory bodies charged with protecting consumer rights. 

Alternatively, should XXXX not find a buyback or reduced payoff feasible, I request that XXXX bear the full cost of repairing the transmission to restore the vehicle to safe, operable condition. This solution aligns with XXXX stated purpose to help build a better world, where every person is free to move and pursue their dreams by ensuring that customers like me are not left with a defective vehicle that compromises safety and reliability. XXXX has consistently emphasized its commitment to quality, safety, and customer satisfaction, as reflected in its governance and operational principles, which prioritize trust, ethical conduct, and the well-being of its customers. 

Given the well-documented transmission issues with the XX/XX/XXXX XXXX XXXX XXXX XXXX my own experiences, this repair would be a reasonable and fair outcome that honors Fords commitment to its customers and upholds the legal and ethical standards expected of the company. 

I urge your agency to take action to ensure that Ford Motor Company fulfills its obligations to me as a consumer. I am providing copies of this letter to the CFPB, XX/XX/XXXX, and I have included a copy of the complaint I submitted to each of these entities. Your prompt attention to this matter will help prevent further harm and hold XXXX accountable for its actions.