Caution: Expanding Foam

Woolaroc · 05-06-2012, 05:32 PM

Let me start by saying I don't even know what to title this, maybe by the end of my "vent" I will have thought of a good one.

Like I said this is my vent on my recent/current experience with my dealership. I live in a small(er) town and have had great experiences with my dealer. I took the Explorer in to have the Cooling Fan fix, Rain Noise TSB, and the Oil Changed (Fuel Saver package). The same night (Wednesday) I took in the Explorer my wife went into labor (First born!) and I was unable to pick it up myself the next day when they called. They had said they were not able to complete the Rain Noise TSB because they had to order the expanding foam and applicator and I would need to bring it back in, I was OK with this as I expected this isn't something that dealers have on hand. I had my father in-law pick up the Explorer and I didn't see it for another day.

When I drove it home from the hospital I noticed a weird goo on the rear driver side wheel and thought maybe he just drove through something, so when I got home and settled the baby and mom I took it for a wash. Much to my surprise this "goo" was all over the back driver side door, rear quarter panel, and about 1/4 wrapped onto the tailgate. Not to mention heavily caked into the wheel well. IT WAS EXPANDING FOAM! I was able to tell immediately when I noticed the first large chunk. I left the self car wash and drove straight to the service department and asked if they knew anything about it. The service man pulled up my record made a phone call (assuming to the mechanic that worked it) and verified that the expanding foam gun had exploded while trying to do the TSB and they said they check the car over and didn't notice anything. I find this hard to believe, but that's the story.

I was then told to take my Explorer to their auto detailer (about a mile down the road) and they would clean it all up for me. After arriving their and having to explain what happened myself and having them work on it for about 45 minutes they said the foam had eaten through the clear coat and it would need to be re-painted. I was then sent over the their body shop. Arriving their I had to explain the situation again myself and was told that they would have to sand it down and repaint, plus order new trim pieces for where it got on the trim. Around this time another person from the service department (assuming supervisor) shows up and had over heard the initial conversation in the service department and kinda knows whats going on. He tells me they will give me a loaner vehicle and I should return Monday for the service. As I got home I get a call from the first service department gentleman telling me to come back and take the loaner (F-150) and leave the Explorer so they could begin work on Saturday.

I am pleased with the F-150 they are loaning and I'm sure that they will make it all okay, but felt like sharing my ongoing experience mainly to vent some frustration (I love this car). Overall I think it should have been handled by the dealer taking it to the auto detailer and then the body shop, but I'm glad I was there to hear them say it wasn't going to come off with just cleaning and buffing. Sadly both the detailer and the auto body paint guy said if they would have just cleaned it off immediately instead of letting it sit for 2 days it would have come right off.

I'll keep you posted on the outcome.

TL/DR
Dealers expanding foam gun exploded on my Explorer while trying to apply the Rain Noise TSB. I have a loaner F-150 and they will be repainting the damaged area of the Explorer.

cnsheets · 05-06-2012, 06:01 PM

I hear your pain, they got the foam on my headliner and passenger seat. Needless to say, they didn't notice, I did. They currently have the EX now so they can replace the headliner and seat cover(leather seat). Well, while doing this, the apparently had to re-do the foam after replacing the headliner and now have to replace the center console where the cup holders and shifter are because they got the foam on this as well and it does not clean off.... For every one thing they fix, they create 2-3 more problems. It's been an on going cycle for weeks now.

Woolaroc · 05-06-2012, 06:07 PM

Quote:

Originally Posted by cnsheets

I hear your pain, they got the foam on my headliner and passenger seat. Needless to say, they didn't notice, I did. They currently have the EX now so they can replace the headliner and seat cover(leather seat). Well, while doing this, the apparently had to re-do the foam after replacing the headliner and now have to replace the center console where the cup holders and shifter are because they got the foam on this as well and it does not clean off.... For every one thing they fix, they create 2-3 more problems. It's been an on going cycle for weeks now.

[Sarcastic tone]Wish there was some kind of material or something they could put down to protect things. Sadly this hasn't been invented yet. [/Sarcastic tone]

Trembler · 05-06-2012, 06:21 PM

Is there a way to tell if the TSB was done? I thought it was just in the roof and not the wheel wells or rear of the vehicle. I asked for this to be done and they said they did it but I can't tell a bit of difference.

*gdecamp* · 05-06-2012, 06:58 PM

Wait a second, what about the new Baby? Congratulations!!!!

*peterk9* · 05-06-2012, 07:16 PM

Quote:

Originally Posted by Trembler

Is there a way to tell if the TSB was done? I thought it was just in the roof and not the wheel wells or rear of the vehicle. I asked for this to be done and they said they did it but I can't tell a bit of difference.

It should be noted on your invoice and many who have had it done mention a lingering odour for a few days.

Peter

NEWPORTNJ · 05-06-2012, 08:01 PM

Congrats on new baby!!1

Woolaroc · 05-06-2012, 08:26 PM

Thanks guys/gals. I think the new baby really helped me not being angry at them, it's going to be really hard being mad at anything right now.

rmp301 · 05-06-2012, 08:33 PM

Quote:

Originally Posted by gdecamp

Wait a second, what about the new Baby? Congratulations!!!!

They got the goo on the new baby too?!

harlenm · 05-06-2012, 09:00 PM

And this is why I'm not getting this tsb fixed.

dco43054 · 05-07-2012, 05:05 AM

Quote:

Originally Posted by harlenm

And this is why I'm not getting this tsb fixed.

:dunno Mine, and a bunch of others has been done correctly with no problems. Sorry to hear the OP had one, and of the other.

Sounds like the dealers are making the situation right for both.

Now for the service tech who didn't tell people what happened? What a rube. If he would have done so right away, they might have been able to avoid a costly fix.

And congrats Woolaroc on the new baby!

VinceL · 05-07-2012, 06:41 AM

Congratulations on the new arrival!!! Boy or a girl?

Woolaroc · 05-07-2012, 07:33 AM

Quote:

Originally Posted by dco43054

Now for the service tech who didn't tell people what happened? What a rube. If he would have done so right away, they might have been able to avoid a costly fix.

And congrats Woolaroc on the new baby!

I think this is the part that is most frustrating for me and the dealer, the tech should have immediately had the car clean even if he didn't see the foam on it. I wonder what the collateral effect is of the explosion, I'm sure it has to be all over the shop too.

VinceL It's a Girl, and she is perfecting the pouty bottom lip already.

*jrmexplorer* · 05-07-2012, 07:46 AM

Quote:

Originally Posted by Woolaroc

I think this is the part that is most frustrating for me and the dealer, the tech should have immediately had the car clean even if he didn't see the foam on it. I wonder what the collateral effect is of the explosion, I'm sure it has to be all over the shop too.

VinceL It's a Girl, and she is perfecting the pouty bottom lip already.

Water would not have helped. If you've ever worked with that foam - once its on something, you need paint thinner to get it off. Needless to say, you're probably better off that he didn't say anything rather than him trying to use paint thinner on your paint.

*peterk9* · 05-07-2012, 09:04 AM

Quote:

Originally Posted by harlenm

And this is why I'm not getting this tsb fixed.

I have delayed getting mine done as well. I was going to have it done with my last oil change but after reading about the many problems here, I told the dealer to put it off for now while I re-evaluate the need. The dealer also had not done this TSB before. I drove in rain last year and didn't really notice any excessive noise. Also, quite a few people have posted that they didn't really notice much of an improvement in noise reduction. Seems to be a 'hit or miss' fix.

Congratulations on your second new addition to the family, Woolaroc.

Peter

RocketNerd · 05-08-2012, 12:35 AM

Congrats on the new kiddo!

I had the rain TSB applied last week, but minus the bad foam experience. However, after my service adviser did inform me that I was the first person to come in and complain about the tin can sound.

Also, he said that actually applying the foam and performing the TSB is a real pain in the butt! I think the TSB allotted 0.3 hrs for labor, but it took the better part of the day for the technician to apply the foam. After receiving my Ex back last Mon, I was quick to look the inside of the vehicle over to insure no foam had been accidentally applied to anywhere but the inside of the headliner.

Overall, the tin can sound is mostly gone, but there's still some residual "popping" noise - just not as bad. I don't think the TSB improved the background noise of the bluetooth mic at all.

vig1116 · 05-08-2012, 10:14 AM

Woolaroc, absolutely do NOT get pissed and be very happy!!! If this was me there would be no record of any gun explosion and denying all over the place that it was their fault and i would be stuck with the bill!!!! You are very lucky, in my opinion. and congrats on the baby!!!

blwnsmoke · 05-08-2012, 10:15 AM

Im having mine done on Thurs. Ill be having a polite but serious conversation with the Service Manager about taking every prrcaution to cover it all up.

onaropus · 05-08-2012, 10:18 AM

Had my Infiniti at the dealer for an oil change and they back into it with a truck... Upside... they notified me when it happened and handled getting it fixed. $500 bumper repair.

HughCares · 05-08-2012, 10:30 AM

Quote:

Originally Posted by onaropus

Had my Infiniti at the dealer for an oil change and they back into it with a truck... Upside... they notified me when it happened and handled getting it fixed. $500 bumper repair.

What on earth does that have to do with this thread????

05-06-2012, 05:32 PM	#1
Woolaroc Wannabe Elite Explorer 2012 Explorer Limited Join Date: Aug 2011 Posts: 56 Vehicle Specs (Original Poster)	Caution: Expanding Foam Let me start by saying I don't even know what to title this, maybe by the end of my "vent" I will have thought of a good one. Like I said this is my vent on my recent/current experience with my dealership. I live in a small(er) town and have had great experiences with my dealer. I took the Explorer in to have the Cooling Fan fix, Rain Noise TSB, and the Oil Changed (Fuel Saver package). The same night (Wednesday) I took in the Explorer my wife went into labor (First born!) and I was unable to pick it up myself the next day when they called. They had said they were not able to complete the Rain Noise TSB because they had to order the expanding foam and applicator and I would need to bring it back in, I was OK with this as I expected this isn't something that dealers have on hand. I had my father in-law pick up the Explorer and I didn't see it for another day. When I drove it home from the hospital I noticed a weird goo on the rear driver side wheel and thought maybe he just drove through something, so when I got home and settled the baby and mom I took it for a wash. Much to my surprise this "goo" was all over the back driver side door, rear quarter panel, and about 1/4 wrapped onto the tailgate. Not to mention heavily caked into the wheel well. IT WAS EXPANDING FOAM! I was able to tell immediately when I noticed the first large chunk. I left the self car wash and drove straight to the service department and asked if they knew anything about it. The service man pulled up my record made a phone call (assuming to the mechanic that worked it) and verified that the expanding foam gun had exploded while trying to do the TSB and they said they check the car over and didn't notice anything. I find this hard to believe, but that's the story. I was then told to take my Explorer to their auto detailer (about a mile down the road) and they would clean it all up for me. After arriving their and having to explain what happened myself and having them work on it for about 45 minutes they said the foam had eaten through the clear coat and it would need to be re-painted. I was then sent over the their body shop. Arriving their I had to explain the situation again myself and was told that they would have to sand it down and repaint, plus order new trim pieces for where it got on the trim. Around this time another person from the service department (assuming supervisor) shows up and had over heard the initial conversation in the service department and kinda knows whats going on. He tells me they will give me a loaner vehicle and I should return Monday for the service. As I got home I get a call from the first service department gentleman telling me to come back and take the loaner (F-150) and leave the Explorer so they could begin work on Saturday. I am pleased with the F-150 they are loaning and I'm sure that they will make it all okay, but felt like sharing my ongoing experience mainly to vent some frustration (I love this car). Overall I think it should have been handled by the dealer taking it to the auto detailer and then the body shop, but I'm glad I was there to hear them say it wasn't going to come off with just cleaning and buffing. Sadly both the detailer and the auto body paint guy said if they would have just cleaned it off immediately instead of letting it sit for 2 days it would have come right off. I'll keep you posted on the outcome. TL/DR Dealers expanding foam gun exploded on my Explorer while trying to apply the Rain Noise TSB. I have a loaner F-150 and they will be repainting the damaged area of the Explorer.

05-06-2012, 06:58 PM	#5
gdecamp Elite Explorer Long Island, NY 11 X Limited AWD Join Date: Feb 2011 Posts: 567 Vehicle Specs	Wait a second, what about the new Baby? Congratulations!!!! __________________ George DeCamp http://www.decamp.net/

05-07-2012, 06:41 AM	#12
VinceL Wannabe Elite Explorer Spring, TX 2013 Explorer Limited Join Date: May 2011 Posts: 2,164 Vehicle Specs	Congratulations on the new arrival!!! Boy or a girl? __________________ We just bought American! She got the 2013 Ex Meet the Gray Ghost HERE Check out the Gray Ghost on Fuelly.com Average Mileage: 21.3 Best Tank: 26.5

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05-06-2012, 06:01 PM	#2
cnsheets Wannabe Elite Explorer Anaheim, California 11' Explorer Join Date: Sep 2011 Posts: 902 Vehicle Specs	I hear your pain, they got the foam on my headliner and passenger seat. Needless to say, they didn't notice, I did. They currently have the EX now so they can replace the headliner and seat cover(leather seat). Well, while doing this, the apparently had to re-do the foam after replacing the headliner and now have to replace the center console where the cup holders and shifter are because they got the foam on this as well and it does not clean off.... For every one thing they fix, they create 2-3 more problems. It's been an on going cycle for weeks now.

05-06-2012, 06:21 PM	#4
Trembler Wannabe Elite Explorer Maryland 2011 XLT Join Date: Jul 2011 Posts: 32 Vehicle Specs	Is there a way to tell if the TSB was done? I thought it was just in the roof and not the wheel wells or rear of the vehicle. I asked for this to be done and they said they did it but I can't tell a bit of difference.

05-06-2012, 08:01 PM	#7
NEWPORTNJ Wannabe Elite Explorer JERSEY CITY 2O11 LTD GOLDEN BRONZE Join Date: Dec 2010 Posts: 439 Vehicle Specs	Congrats on new baby!!1

05-06-2012, 08:26 PM	#8
Woolaroc Wannabe Elite Explorer 2012 Explorer Limited Join Date: Aug 2011 Posts: 56 Vehicle Specs (Original Poster)	Thanks guys/gals. I think the new baby really helped me not being angry at them, it's going to be really hard being mad at anything right now.

05-06-2012, 09:00 PM	#10
harlenm Wannabe Elite Explorer Shelton, CT 2013 Limited(lemon swap) Join Date: Jul 2011 Posts: 730 Vehicle Specs	And this is why I'm not getting this tsb fixed.

05-08-2012, 12:35 AM	#16
RocketNerd Wannabe Elite Explorer AZ 2012 Explorer XLT Join Date: Jun 2011 Posts: 20 Vehicle Specs	Congrats on the new kiddo! I had the rain TSB applied last week, but minus the bad foam experience. However, after my service adviser did inform me that I was the first person to come in and complain about the tin can sound. Also, he said that actually applying the foam and performing the TSB is a real pain in the butt! I think the TSB allotted 0.3 hrs for labor, but it took the better part of the day for the technician to apply the foam. After receiving my Ex back last Mon, I was quick to look the inside of the vehicle over to insure no foam had been accidentally applied to anywhere but the inside of the headliner. Overall, the tin can sound is mostly gone, but there's still some residual "popping" noise - just not as bad. I don't think the TSB improved the background noise of the bluetooth mic at all.

05-08-2012, 10:14 AM	#17
vig1116 Wannabe Elite Explorer monmouth, NJ '11 Limited Join Date: May 2011 Posts: 257 Vehicle Specs	Woolaroc, absolutely do NOT get pissed and be very happy!!! If this was me there would be no record of any gun explosion and denying all over the place that it was their fault and i would be stuck with the bill!!!! You are very lucky, in my opinion. and congrats on the baby!!!

05-08-2012, 10:15 AM	#18
blwnsmoke Wannabe Elite Explorer Join Date: Feb 2011 Posts: 783 Vehicle Specs	Im having mine done on Thurs. Ill be having a polite but serious conversation with the Service Manager about taking every prrcaution to cover it all up.

05-08-2012, 10:18 AM	#19
onaropus Wannabe Elite Explorer Houston, TX 2013 Explorer Limited Join Date: Sep 2011 Posts: 64 Vehicle Specs	Had my Infiniti at the dealer for an oil change and they back into it with a truck... Upside... they notified me when it happened and handled getting it fixed. $500 bumper repair.