My daughter purchased a used 2018 Ford Edge from Matt - ljmacad
My daughter purchased a used 2018 Ford Edge from Matt Bower Ford in Metairie, La. in March of 2021.
On the flyers placed in the dealership, it clearly states "Home of the Lifetime Powertrain Warranty".
My daughter purchased an additional extended warranty as well, but the stipulation to both warranties was that she had to have the repairs performed at their dealership.
The vehicle then started to have problems. Specifically the temperature gauge was rising. Not knowing what was going on she brought it over to our house and I looked under the hood. I noticed that the coolant level in the reservoir bottle was extremely low. I immediately added coolant to the reservoir bottle to get it to an acceptable level. This resolved the issue with the temperature rising. About 3 days later she checked the bottle and noticed that the coolant was getting low again. We continued to keep adding coolant to protect the engine as best as possible. We were not able to find evidence of a leak anywhere, so we decided to take it back to Matt Bowers Ford to have the problem diagnosed. The technicians there determined that the problem was that coolant was leaking into the pistons by way of the coolant manifold. It was also determined that sufficient damage had occurred to the engine itself, and that the engine itself would have to be replaced. We gave them the approval to begin work on her car based on the fact that she had the extended warranties in place. Or so we though.
About a week later my daughter was called and told that there was a problem with the warranty. The warranty didn't cover the engine issues because the damage was not oil or lubrication related. Having heard that and dropping the phone in disbelief I went to the dealership myself and confronted the service technician personally. The technician referred me to the finance department (you figure that one out) after I questioned them about the supposed warranty on the car. So I did just that.
I went over to the finance department with the paperwork for the car. I spoke to Leon, and showed him the paperwork and he told me that the car should be covered "bumper to bumper". After this I was directed to see the service department manager, Mr. Paul Alexander. I explained to him what I was told about the car, and about the answer I was given about denial of repair. He too was shocked and surprised to hear such a reason. He then told me that he would contact the department and get them to explain why they would not stand by their warranty.
After a couple of days, and not hearing anything, I went back to the dealership and spoke to him again. He told me that he had gotten the same answer that I had received, and that their warranty was not valid in that situation. I then stated to him that Ford Motor Company had issued a technical service bulletin (TSB 19-2208) on December 19th, 2019, describing that very problem. I then asked why would this dealership offer and sell an extended warranty that would not cover this particular problem, knowing that this very problem existed 2 years prior to the sale of the vehicle? He could not answer that question.
I was then told by Mr. Alexander that he would reach out to a division of Ford that handled situations similar to ours, and to see if they could offer some resolution to this matter. I was told that he would contact me in a couple of days with an answer. Again no call was received from Mr. Alexander. Once again I had to call and attempt to speak with Mr. Alexander. I was not able to speak to him but was asked to leave my name and number and he would return my call.
After all this I had learned that Mr Alexander was transferred to another dealership. I also was told that the dealership would only cover 1/3 of the cost of repairs on the car, even though warranties were in place.
If I could give a negative rating I would.
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