Recall 14s05 Ford won't honor recall

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Recall 14s05 Ford won't honor recall

Postby lilith969 - November 23rd, 2014, 2:04 pm

In December of 2011 I purchased a used 2008 Ford Escape. It had approximately 98,000 miles on it at purchase. The SUV ran fine for the first few months of ownership, after the initial "honeymoon" period of ownership, the car had sudden loss power steering. The first couple of times the car lost power steering it happened while driving, I was able to pull the car over, turn it off, restart it, and the power steering would come back. This is May of 2012 to October of 2013 it would repeat. I took the SUV to my personal mechanic, John G. Forro of Automotive Service Technology,to have him inspect the car and address the power steering issue. At this point, a diagnostic test was ran, and there was no code saved. I was then told I would have to bring the car back while it was malfunctioning. Forward to the autumn and winter of 2013-2014. At this point the car was barely drivable. After being inspected by my mechanic again, he did some research and found a complaint on the Internet about the ford escape (2008 and newer) having a problem with losing power steering assist while driving. He recommended we replace the power steering column due to it being the only for sure fix, so the problem does not persist. He also informed me of a possible recall being started, and said if we chose to replace the steering column to save any receipts, so we could possibly be reimbursed. I did not have the money to replace the steering column, and had to wait. Fortunately, in July of 2014, Ford Motor Company released the recall 14s05. I was so excited to be able to have the car fixed we called the dealership Montrose Ford immediately. But, this seemed to be a bigger disappointment then a relief because upon contacting said dealership, the service department informed me the only thing they were required to do was run a diagnostic test on the SUV. I was alarmed at the statement; in the recall it said they would fix the problem; this doesn't seem like the answer to my prayers. So, I decided to call the Ford Motor Company Customer Service. And this was the answer to my prayers! The woman made the appointment for me and informed the dealership they were to comply with the recall notice, including replacing the steering column. Then because of my work schedule, it was necessary that I reschedule the appointment. I rescheduled the appointment for October 2014. When I arrived at the appointment, I was informed by the service technician that the only service they would be performing was upgrading/updating the computer modules. Again, this didn't seem correct. I asked the technician "what if the problem comes back after the update, how do I know if its fixed?" And I repeatedly asked this question over and over again before I allowed them to due the update. I was assured by the technician that if the problem occurs again, that they will take the necessary steps to fix the problem, and that the update to the software would fix the power steering issue. I gave in, I didn't demand to have the steering column replaced, I was assured there was no code, even thou they did not run a diadnostic at this time,and the software update would fix the steering problem. Before the technician returned my keys and my newly updated SUV, I asked again, if I lose power steering I can come back and you will fix it; I was assured that would be the end result. Well on November 16, 2014, I lost power steering again. But this wasn't an issue, I knew the dealership said they would fix it, there was a recall, they had to fix. I called first thing Monday morning, made the new appointment for Wednesday. On November 19, 2014, I arrived at Montrose Ford to have the recall work done. After approaching the technician he asks me if I had the recall repair approved by Ford, and I looked at him, and asked no why, I was shocked that this was a even an issue. He then informs me that any repair to be covered by the recall, I was to have prior approval by the Ford Motor Company. He did not explain this professionally, or patiently,he was out right rude, and argumentative, causing the situation to escalate quickly. I asked how am I supposed to get approval for a repair, I am not a technician, I do not work for Ford Motor Company, it was their recall why is this my responsibility? I told the technician the car was dangerous, that you can't turn the wheel, that its going to cause an accident, and I could have ended up in the show room of the dealership. The technician then told me not to make threats with him, and by this point I was so distressed and upset, I yelled I wasn't threatening him, that the car is going to kill someone, that it was Ford's recall, and the car needed fixed. He then sighed very loudly as I walked to the waiting room, and I sighed back telling him the feeling was mutual. I went to the waiting room, and still being upset I asked to speak to the Dealership manager. I was still very upset, and lost my composer when speaking to Chris Mills (owner/manager). I said his technician was an a******* (pardon the vulgarity, but by this point I was so upset, I lashed out), I told him the technician was rude, that this was the worst experience I had ever had, and that I regretted coming to this dealership. I informed him that on several occasions the dealership had denied to comply with the recall notice, I had previously used the dealership for a dent repair (a repair in which should have taken 24 hours to fix turned into 5 days), I wanted someone to care that this was wrong. But instead he returned my keys, and asked me and my two small children to leave. I then called Ford Customer Service again and formally complained, the lady there then put me in contact with another dealership, and apologized for my experience. Still upset I called and complained to the Ohio Attorney General's Office, I have contacted the Federal Trade Commission, The Better Business Bureau, Safercar.gov, Montrose Ford again, and Ford Customer Service again and the NHTSA(complaint number cas-5576059). The final call I made was to the NHTSA, I registered a new complaint about the software update not fixing loss of power steering. During the conversation, I asked what the next step I can use to force Ford to comply with their recall provisions. So this is my final step before contacting an attorney. She told me to write this letter to the Recall Management Department, and state that Ford has not complied with the entire recall, they have refused to replace necessary parts, and the current "fix" does not stop the loss of power steering. I have included the copy of my recall letter, where it states "Ford Motor company has authorized your dealer to update the appropriate modules to prevent loss of steering assist while driving due to a torque sensor fault. In addition, the update provides increased driver awareness by sounding a chime and displaying the wrench light or warning in the message center when a fault is detected. Alternatively, the dealer may need to replace the torque sensor or the steering column. This service will be performed free of charge (parts and labor)." I do not have power steering, I do not have increased driver awareness because there is no indicator chime or warning message saying loss of torque sensor and/or power steering detected. What I do have is a dangerous car, that Ford has refused to make necessary recall repairs on, and new software that didn't fix the issue. I am a working mother of 3 small children, I am a consumer, I am a human being, but most importantly, I am a commuting driver sharing the road with you and thousands of other people daily. If I am having this problem, I am sure there are others, who are also being forced to drive an unsafe vehicle, or pay thousands of dollars because the Ford Motor Company is not honoring recall 14s05. If you are having the same problem that I am having by Ford not honoring this recall or you had your software update done and lost your power steering please contact the NHTSA and make a complaint that ford is not honoring the recall and that the software update does not fix the power steering problem, you will have to register a new complaint for the software. This is the only way we will get ford to fix the sudden loss of power steering.
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Re: Recall 14s05 Ford won't honor recall

Postby mozz - November 23rd, 2014, 6:32 pm

Wonderful. I just dropped mine off tonight at the Ford dealer to have this recall done. I have never lost power steering yet, mine is a 2010 with a mid 2009 build date. Your state attorney generals office should take care of this for you.
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Re: Recall 14s05 Ford won't honor recall

Postby FordService - November 24th, 2014, 5:11 pm

lilith969 wrote:In December of 2011 I purchased a used 2008 Ford Escape. It had approximately 98,000 miles on it at purchase. The SUV ran fine for the first few months of ownership, after the initial "honeymoon" period of ownership, the car had sudden loss power steering. The first couple of times the car lost power steering it happened while driving, I was able to pull the car over, turn it off, restart it, and the power steering would come back...

Welcome to the forum, lilith969.

My name is Tricia, and I’m the U.S. Ford Customer Service rep! I’ll be assisting you today and in the future if you have any questions or concerns.

I’ve escalated your case to a regional customer service manager. The RCSM will work with you and your dealer to reach a resolution. Your RCSM will be in contact with you shortly.

Lastly, to protect your privacy, please delete/edit your post that contains your case number.

I’m only a PM away, if you need me!

mozz wrote:Wonderful. I just dropped mine off tonight at the Ford dealer to have this recall done. I have never lost power steering yet, mine is a 2010 with a mid 2009 build date. Your state attorney generals office should take care of this for you.

Mozz,

I’m just checking in on my Ford Fam. How did your dealer visit go?

Enjoy the rest of your day! :)

Tricia
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Re: Recall 14s05 Ford won't honor recall

Postby mozz - November 26th, 2014, 12:57 pm

745am appointment, called at 330pm and they said 10 more minutes. Ate dinner,got there at 530,still wasn't done. Finally a old guy with a laptop went in the drivers seat and updated some software. He told me they could not get the vehicle started, then they noticed it was a 5 speed, duh. Do not notice anything different, only drove it home though.
2003 Ford Mustang GT 4.6l 5 speed
2007 Ford Focus SE 2.0l 5 speed
2010 Ford Escape XLS 2.5l Fwd 5 speed
2012 Ford Fusion S 2.5l 6 speed
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Re: Recall 14s05 Ford won't honor recall

Postby FordService - November 26th, 2014, 3:42 pm

mozz wrote:745am appointment, called at 330pm and they said 10 more minutes. Ate dinner,got there at 530,still wasn't done. Finally a old guy with a laptop went in the drivers seat and updated some software. He told me they could not get the vehicle started, then they noticed it was a 5 speed, duh. Do not notice anything different, only drove it home though.

Thanks for the update, mozz.

Please keep me posted on the status of your Escape; I’ll be here if you need my assistance.

Happy Thanksgiving! :yes:

Tricia
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Re: Recall 14s05 Ford won't honor recall

Postby lilith969 - November 26th, 2014, 9:59 pm

Trisha, I truly hope you can help get this steering problem resolved. I have to drive this dangerous SUV every day. I have been a Ford family member my entire life. My father worked for Ford for 35 years, I worked for Ford. There is nothing on my driveway but Fords. This issue has me rethinking my love for Ford cars. I know I will never go back to Montrose Ford of Fairlawn Ohio because of the rude tech. and absolutly rude and lieing service manager/owner. I am doing eveything in my power to get this fixed on my own. The Attorney General has contacted me by e-mail and they are trying to help me. I have contacted a class action attorney and I will go forward with a law suit. This is nothing but bait and switch as far as I can see. The recall letter states Ford will do software update and replace torque sensor and replace steering column. No where does it say only software update. SHAME ON FORD. I am spreading the word I have contacted my local news Im waiting on hearing back from them. I will not go away. And as more escape owners find out about what Ford is really doing with this recall there will be more complaints made to the NHTSA and federal trade commission and Stae Attorney Generals offices not to mention more people will sign up with a class action law suit against Ford.
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Re: Recall 14s05 Ford won't honor recall

Postby FordService - December 1st, 2014, 12:08 pm

lilith969 wrote:Trisha, I truly hope you can help get this steering problem resolved. I have to drive this dangerous SUV every day. I have been a Ford family member my entire life. My father worked for Ford for 35 years, I worked for Ford. There is nothing on my driveway but Fords. This issue has me rethinking my love for Ford cars. I know I will never go back to Montrose Ford of Fairlawn Ohio because of the rude tech. and absolutly rude and lieing service manager/owner. I am doing eveything in my power to get this fixed on my own. The Attorney General has contacted me by e-mail and they are trying to help me. I have contacted a class action attorney and I will go forward with a law suit. This is nothing but bait and switch as far as I can see. The recall letter states Ford will do software update and replace torque sensor and replace steering column. No where does it say only software update. SHAME ON FORD. I am spreading the word I have contacted my local news Im waiting on hearing back from them. I will not go away. And as more escape owners find out about what Ford is really doing with this recall there will be more complaints made to the NHTSA and federal trade commission and Stae Attorney Generals offices not to mention more people will sign up with a class action law suit against Ford.

Your customer service manager is working on your case, lilith969.

I’ve provided additional information for you via PM. Please check your inbox, and let me know if you need anything else! :)

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Re: Recall 14s05 Ford won't honor recall

Postby jwrusher - December 3rd, 2014, 11:05 am

Trisha, I have the same issue and need you assistance. Took my car in for the recall, they did the software update, two weeks later the steering went out. Took the car back and had to pay out of pocket to get the steering column replaced. $1,000. I have called Ford and written many times only to be told that the recall can only receive attention once. I want to be part of the class action law suit against Ford. Can you provide me with contact information?
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Re: Recall 14s05 Ford won't honor recall

Postby FordService - December 3rd, 2014, 1:12 pm

jwrusher wrote:Trisha, I have the same issue and need you assistance. Took my car in for the recall, they did the software update, two weeks later the steering went out. Took the car back and had to pay out of pocket to get the steering column replaced. $1,000. I have called Ford and written many times only to be told that the recall can only receive attention once. I want to be part of the class action law suit against Ford. Can you provide me with contact information?

jwrusher,

I replied to your other post regarding the same concern. I'm requesting the same information here, to make sure that we get connected. Please private message (PM) me the following info:

-Which model year is your Escape?

-What’s the current mileage?

-VIN

Once this info is received, I’ll look into available options to assist.

Enjoy the rest of your day!

Tricia
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Re: Recall 14s05 Ford won't honor recall

Postby lilith969 - December 18th, 2014, 6:28 pm

I was told by Ford Motor Company service department by a woman named Charlean last week that Ford Motor Co. wanted to make it right that they wanted to fix this problem. She said that Ford would replace my steering column free of charge and she was going to call a dealership of my choice to have the work done. That I had to call the dealership and make the appointment. Well today I did just that. Well the dealership didnt know anything about what I was talking about. That Charlean never called them to make any repairs and that my case was closed by Ford on Dec 15th. So as I thought when I was talking to Charlene that it was BS. So I will be contacting a attorney to see if I can get a class action law suit going. I see by all the responses to my post there are many of people with this very same issue. Ford Motor company will not get away with this.
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