Purchased a 2014 Explorer - on CPO program [Certified Pre-Owned] JULY 2017. Seven weeks after purchase, discovered the paint on the hood lip bubbling [a know issue on 2013 Explorers]. Returned to Fred Beans; they did endeavor to have Ford Motor Company repair- with a shared expense to me [again, seven weeks of ownership]. I decided.
By February 2018, the winter conditions significantly advanced the paint loss, and corrosion at the hood lip worsened nearly to the point of perforation. Another return to the dealer brought agreement that the hood needed to be replaced, and a request for warranty coverage was made. This was denied by Ford Motor Company; although a shared repair was offered [about $1000. cost to me]. I escalated the claim, engaging a Factory Representative to review the case. This required a third visit and inspection by Fred Beans. This claim was again declined and a very rude and officious Ford Motor Company Customer Service Representative stated in no uncertain terms that this was her "last and final offer", citing that the 'perforation warranty covers only actual surface perforation'. Please note that aluminum - as used in these hoods - rarely actually 'perforates'. It 'corrodes', as is the case in my and other affected units.
I engaged -- and continue to engage -- the assistance of the service manage at Fred Beans, who did state on previous occasions that he would "go to bat" for me for a fair resolution, given the know issues with paint loss and corrosion on 2013 and early 2014 Explorers, and the recommendation by the Fred Beans Paint and Body facility that a replacement was required and a just claim, given the severity of the damage. Additionally, he stated that he would approach the Fred Beans store management for authorization for the store to assist in the co-pay of a replacement hood. Sadly, any follow-up on Fred Beans Ford has had to be at my initiating. Here we are 11 months after the initial report of the defect, and despite promises from the service manage that he will follow up with me, no contact has been made since my previous contacts reaching out to him, 8 weeks ago.
It appears that Ford Motor Company is 'waiting me out' to the point of the vehicle mileage then exceeds that of the perforation warranty.
My rating for Fred Beans is with my full understanding of the involvement of Ford Motor Company in this claim; rather my rating is based on zero follow-through on the promise of support and updated status reports from Fred Beans.