Ford Dealerships refusing service to Ford lightnings.

[NikonJim]

I bought mine in NH and McGovern Ford saw it for the suspension nut recall. Might want to try them. In Saugus.

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[TaxmanHog]

@TaxmanHog is in SE Mass and may have a dealer closer to your location.

Tasca Ford, Seekonk, Ma ~50 mile drive from Watertown area

 

[Tdub]

I bought a 2021 Mach-E in July 2021, and a 2022 Mach-E (my May 2021 Mach-E order that came in 50 weeks later) from Varsity Ford. When I went looking for a Lightning, I found them out of state. Varsity told me upfront, if you buy elsewhere, we won't service it. I bought in Missouri, and they refused to service it. I switched dealerships.

Reasoning was "we have 1 EV tech and our customers come first". Reason I took all my business was that they gave me the excuse for 2 years. I suspect they still only have 1 EV tech today. Same with my new dealership, but they don't care where you bought the vehicle.

Dealerships have the right to refuse to work on your vehicle, they are independently owned. Ford knows, and can do nothing and will do nothing.

I understand the dealerships are privately owned but, I believe “Ford” can and should penalize the dealerships that fail to work on vehicles that were not bought from another dealer. There should be something in the franchise contract would disincentivize the dealership from this blackmail and this kind of behavior…..

 

[RickLightning]

I understand the dealerships are privately owned but, I believe “Ford” can and should penalize the dealerships that fail to work on vehicles that were not bought from another dealer. There should be something in the franchise contract would disincentivize the dealership from this blackmail and this kind of behavior…..

Your belief isn't reality. There is nothing that allows Ford to penalize the dealership for this action. I know specifically that Ford knows of my situation, and they discussed this with the dealership, and that was that.

I get the dealership's perspective. I don't agree with it, but I understand it. If they want to lose a customer over it (because I now take both vehicles elsewhere), and referrals (I don't refer anyone to them any longer), that's their business decision.

 

[MaintGrl]

Hum, since this subject has been brought up, and I'm reading the thread, the dealer (Fremont Ford) that I bought the truck from just sent me a txt message. "Factory recommended maintenance on my Lightning is due today". I've had it 18 months, just under 6k. They seem to be very proactive, BUT they are 70 minutes (45m) away in morning traffic (Arg). There is another closer Dealer, Walnut Creek Ford about 30 Min, 20 m away. They say on their website "#1 Ford EV Store in Northern California" They have 14 Lightning's in stock. May end up giving them my business instead, IF they are as helpful as the dealer I bought it off of (and service other dealer's sales). The dealer in town Hilltop Ford, who did NOT want to haggle with the price has 4 lightnings in stock, But I'm leery of trying them, they don't have the best of reputation locally.

 

[Rip]

The 2023 Lightning I bought a year ago has been a great vehicle for 20,000 miles. No complaints until now. I didn't purchase it locally; as a matter of fact, I had to purchase my Ford truck out of state. However, I do live near other Ford dealerships, so I had no concerns with warranty service. But now I've gotten the dreaded powertrain malfunction/reduce power error, which limits my truck to 57% power and 60% charge. The experience at the dealership has been dreadful. I called one dealer, Watertown Ford, and they said they weren't taking new appointments because I didn't purchase the vehicle there. Then I received a call from Danvers Ford telling me that my appointment was canceled and they refuse to work on any Lightnings unless you buy them there. How can Ford sell a vehicle and then have dealerships refuse to honor its warranty? I've bought many vehicles over the years, and none have experienced dealership service as bad as this.

While I haven't had that problem (refusal of service) I did call one Ford Dealer in Maine who said they couldn't service my Lightning because "we phased out all EV sales and service last year." I guess they thought Ford EVs were going away, maybe... My closest dealership (Bangor, ME) is happy to service my vehicle--that's where I bought it. Another, 15-20 minutes further away in Belfast, ME, is an alternative that I've used when Bangor's schedule is full.

 

[Robert1380]

Hum, since this subject has been brought up, and I'm reading the thread, the dealer (Fremont Ford) that I bought the truck from just sent me a txt message. "Factory recommended maintenance on my Lightning is due today". I've had it 18 months, just under 6k. They seem to be very proactive, BUT they are 70 minutes (45m) away in morning traffic (Arg). There is another closer Dealer, Walnut Creek Ford about 30 Min, 20 m away. They say on their website "#1 Ford EV Store in Northern California" They have 14 Lightning's in stock. May end up giving them my business instead, IF they are as helpful as the dealer I bought it off of (and service other dealer's sales). The dealer in town Hilltop Ford, who did NOT want to haggle with the price has 4 lightnings in stock, But I'm leery of trying them, they don't have the best of reputation locally.

Yeah I’m with you. If I see bad or hear of numerous bad reviews of a business, especially if those complaints are similar in nature, I take my business elsewhere.

 

[Grumpy2]

um, since this subject has been brought up, and I'm reading the thread,

I believe we must be just as careful about where we take our Truck as we were about getting the best purchase experience.

Corporate provided a 9 page order detailing exactly what and how the 25S18 Recall should proceed, and what benefits Corporate were going to pay the Dealer to provide to the customers.

Yet on this thread alone we witness Dealers that don't want to follow those procedures like ordering parts based on VIN numbers, providing comparable rental vehicles, etc.

 

[2sleep]

I think calling ford customer care and asking to be escalated up the chain as far as it will go. A new function on at least my Samsung phone is the ability to record phone calls. I would right up front tell the customer care agent and each successive agent that you are recording the phone call (for training and quality enhancement as they put it when THEY record). Then ask why as a licenced Ford dealer, they are allowed to selectively work on Ford vehicles. I can understand if a small town dealer that has never sold an EV and does not have the equipment or the trained personnel could refuse but once you sold even one, you should be required to service any Ford EV.
It would be interesting to find out what just the specialized equipment actually costs the dealer to by and maintain. Hell, It may only be a software purchase.

 

[Raphlen]

Update: Mcgovern Ford of Lowell took the truck in today. And found

 

[Dinozero]

There is a lot of misinformation in this thread.

RV campers, as an example, are infamous for the fact that if you buy a Camper from
An out of state “dealer” your local dealer is not legally obligated to perform service or warranty work. It’s how their contracts with the manufacturer is set up.


Cars, are the complete opposite!

Legally, car dealers are to perform service and warranty work on all cars by the same manufacturer.

EVs can only be excluded if a dealer is not “EV certified”


You can even schedule service on your ford app without talking to the local dealer.

If they’re being jerks, leave reviews. It’s the biggest thing that hurts them and their relationship with Ford.



I’m not saying dealers won’t try to deny you, they’ll try everything, but imagine if they’re refused to perform a recall cause you didn’t buy it from them?

Then you get in a wreck and kill someone.

Bye bye dealership

 

[Raphlen]

There is a lot of misinformation in this thread.

RV campers, as an example, are infamous for the fact that if you buy a Camper from
An out of state “dealer” your local dealer is not legally obligated to perform service or warranty work. It’s how their contracts with the manufacturer is set up.


Cars, are the complete opposite!

Legally, car dealers are to perform service and warranty work on all cars by the same manufacturer.

EVs can only be excluded if a dealer is not “EV certified”


You can even schedule service on your ford app without talking to the local dealer.

If they’re being jerks, leave reviews. It’s the biggest thing that hurts them and their relationship with Ford.



I’m not saying dealers won’t try to deny you, they’ll try everything, but imagine if they’re refused to perform a recall cause you didn’t buy it from them?

Then you get in a wreck and kill someone.

Bye bye dealership

I don't understand where the misinformation is. I'm the OP and that's exactly what happened, one dealers was called and denied warranty work and the second was booked using the Ford app. And that was canceled 7 days after the appointment was made. Spoke with corporate and was told on the recorded line, they are independent dealers Ford can't force them to provide service. My 3rd appointment was booked by Corporate and the truck is getting taken care of.. but this will be my last Ford product.

 

[Dinozero]

I don't understand where the misinformation is. I'm the OP and that's exactly what happened, one dealers was called and denied warranty work and the second was booked using the Ford app. And that was canceled 7 days after the appointment was made. Spoke with corporate and was told on the recorded line, they are independent dealers Ford can't force them to provide service. My 3rd appointment was booked by Corporate and the truck is getting taken care of.. but this will be my last Ford product.

I understand you’re frustrated and that’s what you were told directly by Ford. I personally cannot say whether you just had a bad representative or what.

From the few minutes of time, I’ve spent investigating this online and reading different article articles I don’t see how that is correct.

What about someone like me that purchased an extended Ford service contract through Ford directly and it says in the brochure that I can have work done at any Ford dealer?

What if somebody relocated for their job?

This is a bit of a sore spot for me because I have never been able to get a good car deal at any of the local dealers. I have driven out of state for my last 10 Ford’s.

Sometimes the dealers around here have given me a little bit of a hassle, but I’ve always gotten done what needs done.

I do think with EV they have a little more leeway because they can try to say they don’t have anybody certified working that day, etc.

 

[RwP]

I can only explain from my past as a service and parts manager. We had a city dealer who undercut us price wise because they did not service and check vehicles before sale. They washed them and never even checked the oil. The manufacturer pays dealerships to prep and check every car. We had two senior mechanics who took 1/2 a day on each vehicle. The other one didn’t even check lug nuts.

Local people would buy a car there and expect us to repair what was supposed to be covered one the pre delivery inspection. For instance rattles are not covered by warranty or water leaks they are only covered if found on inspection.

Now for an example, a young nurse bought a new mustang from then and drove down the road she was coming by us 60 miles down the road from the bad guys when she had transmission problems and it was towed into us.

We pulled the transmission and there was no fluid in it. No warranty coverage from Ford as it was supposed to be checked before sale. She lost the use of her car for over a month and we were flagged by her as the bad guys and the selling dealer bad mouthed us.

Ford keeps track of such things, we had a good warranty rating. They had to have every claim approved as they cheated on them, return every replaced part at their expense. We didn’t.

The warranty was changed due to this practise and it stated, warranty is covered by your selling dealer, unless you have moved or are travelling.

Now you know why

When I purchase a new vehicle I check with my local dealer to see if they have what I want or can come near the price. If I buy elsewhere they know why and have no problem covering my warranty if it is a warrantable claim.

 

[Joneii]

I don’t know the legal ins and outs of this issue, but it is certainly a customer nightmare. When I bought my 2022 lightning, I had to do so out of state because Ford had only authorized a limited number of trucks to Pennsylvania. Pennsylvania is not a zero emission state, but Maryland is and so I had to go to Maryland to have a chance of getting a 2022 lightning. I never suspected that my local Ford dealer would not service my Ford. But that is exactly what happened. I ended up going to a dealer about 40 minutes away and they serviced it for about a year before they decided to change their policy and only service electric vehicles that they sold (citing a shortage of EV techs). I now go to a third dealership that is a little farther away, but has always serviced the vehicle. Needless to say the first two dealers will not get any of my future business.

However, Ford may not either for this very reason. I actually went with a Ford over the Rivian Due to my perception that I could get maintenance anywhere in the country. I travel with a camper sometimes and I want to know that I can get service no matter where I am. I love the truck. It is actually the best vehicle I’ve ever owned. However,Ford needs to get this dealership rebellion under control or they will see their customers go to other brands.

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