Consumer complaint received 2024-07-16 00:00:00
Product: Vehicle loan or lease — Loan
Issue: Managing the loan or lease — Problem with additional products or services purchased with the loan
Company: FORD MOTOR CREDIT CO.
State: VA

Complaint narrative:
This complaint is about my XXXX Ford Escape, built in XXXX, having coolant leaking into cylinders and destroying the engine, the same problem identified by Ford in Customer Satisfaction Program XXXX On the week of XX/XX/XXXX, I was told that the coolant in my car needed to be flushed out as part of regular maintenance of the car, so I had the coolant flushed. About a week later, my car started overheating despite the coolant being flushed and refilled. At first the engine overheated occasionally, but the following week the engine was overheating almost everyday, despite mechanics fixing the coolant, and despite taking actions to cool down the engine. While driving on the highway the engine kept overheating and was at risk of blowing a gasket or other damage, putting all passengers in the car at risk. By the week of XX/XX/XXXX the engine continued to overheat, to the point that the car couldn't be driven because the engine would overheat if stopped at a traffic light for too long. On XX/XX/XXXX the car stopped working completely, and couldn't be driven at all. My car was then towed away, and I was forced to pay {$250.00} to retrieve the car because, as stated previously, the engine stopped working, so I couldn't move it out of the parking lot until the next morning. 

XXXX XXXX clinic inspected the car, and they determined the following : " Did find that the engine can manually be turned over when using a socket and ratchet on the crankshaft bolt, indicating that the engine is not seized. This indicates a failed starter. However, the coolant mixed in with the coolant and dried coolant found on the spark plug electrode arm is indicative of coolant intrusion into at least cylinder XXXX. Due to potential bearing damage as well as warping of the cylinder head and/or block, it would be recommended to replace the entire engine rather than replacing just the head gasket. '' That is, XXXX determined that coolant leaked into the cylinders and my car requires the engine to be replaced, which will cost over {$8000.00}. This is the same problem identified by Ford in the following letter subject/program : " ustomer Satisfaction Program XXXX Certain XXXX Model Year Fusion and Escape Vehicles Equipped with a XXXX GTDI Engine Short Block Replacement After Coolant Intrusion ''. This program applies to Ford Escape models built XXXX - XXXX, and is applicable for cars under XXXX miles ; my car is a XXXX Ford Escape made between XXXX - XXXX, and has XXXX miles. 

I contacted Ford on XX/XX/XXXX to confirm that my car is eligible for this warranty, given that it is a XXXX Ford Escape with coolant leaking into the engine due to defective parts and negligence of Ford. I was told that Ford would adhere to the warranty or provide the necessary solutions to my car because my specific VIN wasn't included in the list. That is, even though my XXXX Ford Escape meets all criteria for make, model, year, defective parts ( i.e. parts that handle coolant ), and issue ( coolant leaking into cylinder ), and is the exact problem that Ford identified as an issue and danger to drivers and passangers, Ford refuses to honor the warranty and provide necessary service to ensure my car is safe and doesn't cause irreparable damage to passangers. 

Note : This warrant program was created for Technical Service Bulletin ( TSB ) XXXX, dated XX/XX/XXXX, and I bought my car in XX/XX/XXXX. That is, Ford already knew that my XXXX Ford Escape was at risk of a coolant intruding/leaking into cylinders and causing serious damage to the engine, and knowingly sold this vehicle without any warning, without giving me any information about this risk, and with no intention of honoring the customer satisfaction warranty program.

Company response to consumer: Closed with explanation