I hate leaving bad reviews and give companies every chance to fix the issue(s) first. However, after a month of zero action to resolve the issues, with my recently purchased, "Ford Certified Pre-Owned Vehicle," I give up.
At the end of December I purchased a 2016 Ford Expedition EL Platinum from Fred Beans of Newtown. Since that date I have visited the service center multiple times. Computer updates that had not been done required two visits to get the job done properly. Other items I noted where never tended to, and I was told these issues were "normal." What?
Three weeks after purchasing the vehicle I did a 2000 mile road trip from PA to FL and back. Along the way I found that the vehicle had a tooth loosening 'shudder' at highway speeds (75mph). I took a video to show what was happening. They could not reproduce it on our local roads (limit only 55), so therefore there must not be a problem... and they blamed the road I was on. Now mind you, the road was on is I-95 -- through 8 states and it happened all the way! Not the road, sorry.
The other issue I was having, which is getting worse, is a terrible, dangerous transmission "hesitation." I put the vehicle into drive after backing up, press on the gas, and it sits there, doing nothing, until it lurches forward a couple times then goes. Imaging trying to parallel park like thins. IT IS DANGEROUS. According to the service manager... "my tech drove it all over and it seems normal." Drove it all over? Did you listen to what I said... back up and go forward... no need to "drive it all over." Duh.
I had my salesman and his manager get in the vehicle so I could show them. They seemed to half-heartedly agree that there was an issue. The Pre-Owned Sales Manager told me that "the guy" he needed to talk to would be in the shop in a couple days and he would discuss it with him and call me for to make an appointment. Hmmm... that was OVER THREE WEEKS AGO and no call... nothing! It is clear they are hoping I just "go away."
I contacted Ford Customer Service online and am still getting a run-around from them... they just keep asking questions and not actually doing anything. Like they just want me to go away, too, rather than help. So I called their Toll Free number yesterday and was told "I'm sorry, our system is down, so I can't help you." Sheesh... nobody at Ford wants to help their customers!
Today I finally got another message from the online service saying they will "escalate" the issue, whatever that means. Why wasn't it "escalated" previously... why did I need to get angry with them for only asking questions and why don't they just ask all the questions in one message, rather than one question at a time over a number of days?
More than 20 years ago, my father, a mechanical engineer, warned me to "never buy a Ford." But that was a long time ago, I liked the Expedition and thought that surely, after all that time, Ford had gotten better. Nope... I should have heeded his warning. I would highly recommend staying away from Fred Beans of Newtown and away from Ford altogether!