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2013 Explorer Limited- Unhappy new owner!

Lisa915

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I came back to Ford after 7 years in a Mazda CX9. Ordered my new Limited and waited 6 weeks to receive it (which is quick- no complaint there!)

Well, it came in, and before I went to pick it up I checked Ford for the rebates/incentives. Printed all out, very happy because it was $500 more than when I ordered. Brought them with me and the dealer said one of them we did not qualify for...Conquest Cash. I asked why -because the terms and conditions stated that you had to own a competing model or terminate a lease. He said it was for lease only and I should contact Ford.

So I contacted Ford via three emails and two phone calls to marketing. After many days and no response I contacted the Ford Serv. Rep. on this site. She was kind enough to route my complaint and I got a call today. First from Customer Service who just apologized and said Marketing would contact me. Then from Marketing that basically said "We don't care what we advertised on our site'. No reason for not returning my calls (although after them they corrected the site). She acknowledges they posted incorrect terms and conditions and have 'corrected' them. No apologies. Her excuse? It states 'see dealer for terms and conditions'. Which is fine if they weren't already explicity spelled out online on Fords site. And as Ford provides the actual rebate...not the dealer...I take issue with it.

I expressed my discontent and was told that she 'understood'. I told her it was $1000 issue and consequently I would be referring it to the state for review and filing a BBB complaint. Now I am going to receive a call back when she gets further 'information'. I told her that if she needed a copy of what had been posted on their site to contact me as I have copies of eveything ;-)

To top it all off? $41,000 and my heated seats don't even work right. They get barely lukewarm. I brought it to the dealer and he acknowledged that it only heated to around 95 degrees. I noted to him that it's less than body temp. He has no idea what to do.

As of today i would be more than happy to bring the car back. Now I remember why I left Ford!
 



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I came back to Ford after 7 years in a Mazda CX9. Ordered my new Limited and waited 6 weeks to receive it (which is quick- no complaint there!)

Well, it came in, and before I went to pick it up I checked Ford for the rebates/incentives. Printed all out, very happy because it was $500 more than when I ordered. Brought them with me and the dealer said one of them we did not qualify for...Conquest Cash. I asked why -because the terms and conditions stated that you had to own a competing model or terminate a lease. He said it was for lease only and I should contact Ford.

So I contacted Ford via three emails and two phone calls to marketing. After many days and no response I contacted the Ford Serv. Rep. on this site. She was kind enough to route my complaint and I got a call today. First from Customer Service who just apologized and said Marketing would contact me. Then from Marketing that basically said "We don't care what we advertised on our site'. No reason for not returning my calls (although after them they corrected the site). She acknowledges they posted incorrect terms and conditions and have 'corrected' them. No apologies. Her excuse? It states 'see dealer for terms and conditions'. Which is fine if they weren't already explicity spelled out online on Fords site. And as Ford provides the actual rebate...not the dealer...I take issue with it.

I expressed my discontent and was told that she 'understood'. I told her it was $1000 issue and consequently I would be referring it to the state for review and filing a BBB complaint. Now I am going to receive a call back when she gets further 'information'. I told her that if she needed a copy of what had been posted on their site to contact me as I have copies of eveything ;-)

To top it all off? $41,000 and my heated seats don't even work right. They get barely lukewarm. I brought it to the dealer and he acknowledged that it only heated to around 95 degrees. I noted to him that it's less than body temp. He has no idea what to do.

As of today i would be more than happy to bring the car back. Now I remember why I left Ford!

Do you hold yourself to the same high standards when making your own mistakes? I doubt it.....They indicated it was a misprint...let it go....everyone makes mistakes and no one should benefit from them especially in the manner in which you are attempting to IMO. When you signed the deal, you had no idea what possible rebates would be available when it came time to take delivery so you shouldn't feel "wronged" that you didn't qualify for a rebate that they had a misprint on their site. And just so you know....and I'm just guessing here....you aren't the only person that they may need to return phone calls to....they may just be busy and called you back in the order in which they received your call....you just had to wait your turn. Patience my friend...:D
It's unfortunate that your heated seats may not be working properly, especially when taking delivery, but I'm sure that they can address that and get them operating properly.....it is possible you may need to take it to another dealership to see if their service dept is able to diagnose the problem if the one you made your purchase from cannot.
But please.....get a grip....these two issues are hardly worth getting bent out of shape over and wanting to return the vehicle......I have a 2012 Limited and it has been fantastic to date including MFT.
 






Respectfully disagree

Actually I DO hold myself to the same standard. In my profession, I post homes for sale online all the time. You know what happens if I make a mistake the same day someone tries to buy a house? I have to pay for the error or I get sued.

And yes, people make mistakes. But they accept responsibility for them. If it is a company, then don't you think they should as well? Apparently not. You'll be happy to know that Ford doesn't think so either. I didn't even get an apology. I got a Marketing Rep. who's only concern was why they hadn't received my phone messages from their system.

Yes, I had no idea what the rebates 'could be', and I had the option either way of taking what was available the day I signed the deal. However, while $1000 may not be of concern to you, to many others it is.

We have had about 7 new upper bracket Fords in 10 years. The last Ford I bought was towed 4 times, had 3 fuel tanks, and many other issues. I left and bought a Mazda (part of Ford then) and now I came back and gave it another chance. And should have known better.

But I am glad your Explorer makes you happy.

Do you hold yourself to the same high standards when making your own mistakes? I doubt it.....They indicated it was a misprint...let it go....everyone makes mistakes and no one should benefit from them especially in the manner in which you are attempting to IMO. When you signed the deal, you had no idea what possible rebates would be available when it came time to take delivery so you shouldn't feel "wronged" that you didn't qualify for a rebate that they had a misprint on their site. And just so you know....and I'm just guessing here....you aren't the only person that they may need to return phone calls to....they may just be busy and called you back in the order in which they received your call....you just had to wait your turn. Patience my friend...:D
It's unfortunate that your heated seats may not be working properly, especially when taking delivery, but I'm sure that they can address that and get them operating properly.....it is possible you may need to take it to another dealership to see if their service dept is able to diagnose the problem if the one you made your purchase from cannot.
But please.....get a grip....these two issues are hardly worth getting bent out of shape over and wanting to return the vehicle......I have a 2012 Limited and it has been fantastic to date including MFT.
 






Actually I DO hold myself to the same standard. In my profession, I post homes for sale online all the time. You know what happens if I make a mistake the same day someone tries to buy a house? I have to pay for the error or I get sued.

And yes, people make mistakes. But they accept responsibility for them. If it is a company, then don't you think they should as well? Apparently not. You'll be happy to know that Ford doesn't think so either. I didn't even get an apology. I got a Marketing Rep. who's only concern was why they hadn't received my phone messages from their system.

Yes, I had no idea what the rebates 'could be', and I had the option either way of taking what was available the day I signed the deal. However, while $1000 may not be of concern to you, to many others it is.

We have had about 7 new upper bracket Fords in 10 years. The last Ford I bought was towed 4 times, had 3 fuel tanks, and many other issues. I left and bought a Mazda (part of Ford then) and now I came back and gave it another chance. And should have known better.

But I am glad your Explorer makes you happy.
I agree with you! Ford has done a 180 as far as I'm concerned as well. I don't think the Explorer was the right choice concidering it's price and it's flaws. On another note, my 2010 Fusion had transmission problems and was rebuilt only to fail eight months later due to a cracked transmission housing that was repaired with bondo. Ford zone rep said out of warranty .. sorry ....... never even looked at it. Flaw was discovered when repaired by an independant facility. Wrote Ford a certified letter one month ago and never received a response. And I'm supposed to be happy with the outcome? There is nothing keeping me loyal to this product any longer, and for the naysayers that add their comments, it would appear to me that they are in the employ of Ford ........ Why not gripe about our treatment here ............ At least we get a response back! :mad:
 






I came back to Ford after 7 years in a Mazda CX9. Ordered my new Limited and waited 6 weeks to receive it (which is quick- no complaint there!)

Well, it came in, and before I went to pick it up I checked Ford for the rebates/incentives. Printed all out, very happy because it was $500 more than when I ordered. Brought them with me and the dealer said one of them we did not qualify for...Conquest Cash. I asked why -because the terms and conditions stated that you had to own a competing model or terminate a lease. He said it was for lease only and I should contact Ford.

So I contacted Ford via three emails and two phone calls to marketing. After many days and no response I contacted the Ford Serv. Rep. on this site. She was kind enough to route my complaint and I got a call today. First from Customer Service who just apologized and said Marketing would contact me. Then from Marketing that basically said "We don't care what we advertised on our site'. No reason for not returning my calls (although after them they corrected the site). She acknowledges they posted incorrect terms and conditions and have 'corrected' them. No apologies. Her excuse? It states 'see dealer for terms and conditions'. Which is fine if they weren't already explicity spelled out online on Fords site. And as Ford provides the actual rebate...not the dealer...I take issue with it.

I expressed my discontent and was told that she 'understood'. I told her it was $1000 issue and consequently I would be referring it to the state for review and filing a BBB complaint. Now I am going to receive a call back when she gets further 'information'. I told her that if she needed a copy of what had been posted on their site to contact me as I have copies of eveything ;-)

To top it all off? $41,000 and my heated seats don't even work right. They get barely lukewarm. I brought it to the dealer and he acknowledged that it only heated to around 95 degrees. I noted to him that it's less than body temp. He has no idea what to do.

As of today i would be more than happy to bring the car back. Now I remember why I left Ford!
Welcome to the Forum Lisa915.:wavey:
For incentives and special offers you should always check with your local dealer particularly before you place the order. I assume you were happy with what was in place at that time since you went ahead with the order. Any extra incentives after that should be considered a bonus.
As for the seats, it seems that 95 is about the temp that some others have posted. I read an article on the Range Rover which shuts off the heat at 92 and doesn't come back on until temp dropped to 78. I can't leave mine at the high setting for too long because it gets too hot.
I would also like to suggest that you show your model and year in your vehicle specs so it will show in the left hand margin of your profile. This will be very helpful for members addressing any future questions/concern you may have since not all answers apply to all models.

Peter
 






Actually I DO hold myself to the same standard. In my profession, I post homes for sale online all the time. You know what happens if I make a mistake the same day someone tries to buy a house? I have to pay for the error or I get sued.

And yes, people make mistakes. But they accept responsibility for them. If it is a company, then don't you think they should as well? Apparently not. You'll be happy to know that Ford doesn't think so either. I didn't even get an apology. I got a Marketing Rep. who's only concern was why they hadn't received my phone messages from their system.

Yes, I had no idea what the rebates 'could be', and I had the option either way of taking what was available the day I signed the deal. However, while $1000 may not be of concern to you, to many others it is.

We have had about 7 new upper bracket Fords in 10 years. The last Ford I bought was towed 4 times, had 3 fuel tanks, and many other issues. I left and bought a Mazda (part of Ford then) and now I came back and gave it another chance. And should have known better.

But I am glad your Explorer makes you happy.

sorry, but i have to call BS on you paying for an error, or getting sued on a mistake. it's called fine print and it is perfectly legal. if i was able to buy everything for advertised price that was advertised wrong, there would be homes sold for $4,000 or 1999 explorers sold for $150000.
 






Lisa I sympathize with you. I sincerely hope these are the only two issues you have with your new Ford. Our new 2013 XLT EcoBoost, is of very poor quality, has many un resolved issues, and has not lived up to what Ford advirtised.........I've owned two previous Explorers that were very good vehicles, but this one, is the very last one I'll ever own............ best regards Plum
 






Why not try to negotiate with the dealer more for the money? I got a letter in the mail for $750 off but threw it away because I was happy with my Jeep. A few months later I was looking at the new Explorers. I told the salesman that I thought I got a coupon for $750 and they just applied it, no checking or debating.

Sounds like you need to go to another dealer.
 






You can call BS all you like. It's that attitude that allows carelessness and lack of personal responsibility to serve as an excuse and a defense
.
I have to pay for something called 'errors and ommissions insurance'. It covers the big mistakes. The small ones come directly out of my pocket.

And yes, there is often fine print. If the terms and conditions stated 'subject to change without notice' then it would be different. It did not.

sorry, but i have to call BS on you paying for an error, or getting sued on a mistake. it's called fine print and it is perfectly legal. if i was able to buy everything for advertised price that was advertised wrong, there would be homes sold for $4,000 or 1999 explorers sold for $150000.
 






I got that coupon too ;-)

It's a Z plan purchase...so the price is the same no matter what dealer I go to. And I can only negotiate 'bonus' items and add-ons of less than $50.


Why not try to negotiate with the dealer more for the money? I got a letter in the mail for $750 off but threw it away because I was happy with my Jeep. A few months later I was looking at the new Explorers. I told the salesman that I thought I got a coupon for $750 and they just applied it, no checking or debating.

Sounds like you need to go to another dealer.
 






I will add the specs, thank you for pointing that out.

Mine was a Z plan purchase. I was clear on the price offered before I went to a dealer. The dealer does not determine final eligibility or terms for the programs. I was clear on the incentives as well, as they come directly from Ford and are paid by Ford with clearly listed with terms and conditions on the sites they maintain. And that is my point.

And further, the incentive I questioned was effective 1/3. That means that the incentive was posted, advertised, and remained on the sites until after 2/9. And was changed after my phone call.


Welcome to the Forum Lisa915.:wavey:
For incentives and special offers you should always check with your local dealer particularly before you place the order. I assume you were happy with what was in place at that time since you went ahead with the order. Any extra incentives after that should be considered a bonus.
As for the seats, it seems that 95 is about the temp that some others have posted. I read an article on the Range Rover which shuts off the heat at 92 and doesn't come back on until temp dropped to 78. I can't leave mine at the high setting for too long because it gets too hot.
I would also like to suggest that you show your model and year in your vehicle specs so it will show in the left hand margin of your profile. This will be very helpful for members addressing any future questions/concern you may have since not all answers apply to all models.

Peter
 






And further, the incentive I questioned was effective 1/3. That means that the incentive was posted, advertised, and remained on the sites until after 2/9. And was changed after my phone call.

You should be proud of yourself then for saving all of the other people who are about to take delivery of their Explorers the same aggravation that you had to go through....good job! :thumbsup:

Again....why do you feel so entitled??? IMO, No one should benefit from someone's mistakes like you are suggesting that you should in this case. You tried to take advantage of the additional incentive, it wasn't meant to be due to a misprint/error, so let it go. You knew what you were going to pay prior to taking delivery (including the incentives available at the time) and you were obviously satisfied with the deal, or you would not have gone through with it. It's not like you lost anything or had anything taken away since you didn't know about the additional incentive until you were ready to take delivery in the first place....plain and simple.
 






reading all of this gives me a headche
 






Lisa, sorry to hear you're having so much trouble. You should also look at the front right door interior trimming not lining up with the dash, tail gate misaligned and the Myfordtouch reboot, freezes or the screen goes completely blank in a middle of a 4 hours trip. it's weird that I still like my explorer. It does drive quiet and smooth. mft is nice when it works. But, will i buy another one.....NO....maybe something smaller

oh one more reason why i like my explorer

http://www.explorerforum.com/forums/showthread.php?t=375847

customer service do try to help you out.
 






I have a Ecoboost, have achieved the 28 MPG highway rating. Love it. When dealing with the public, we can be hard to please.

Can't argue with any of the posts above me. I don't own your car, don't drive it; and you don't drive mine.

But for me, owning a Toyota, which was great until they brought manufacturing to the United States (gotta love that), this Ford is awesome. I owned a boring Japanese vehicle, rubber mats, no bells and whistles for $10,000 more. Whatever. Hate the foreign vehicle.

It's what brought this country down.

Will never, ever, buy a foreign made vehicle and I don't care if it's manufactured here. The profits are still overseas. I owe it to myself and fellow American, to buy US. My vehicle is not perfect, but if it's not, then we need to collaboratively, fix it. Trust in these forums that someone is listening and caring, and trust that those that lurk, realize, that all of the THOUSANDS of vehicles sold, only a HANDFUL are on here *****ing.

My only complaint is that the White Platinum is popular and I drank from the koolaid and bought the same color. I see so many on the road, passing each other on the same street, but it is what it is.

Some of you need to take a chill pill.
 






Hate to break it to ya. You never left Ford, your mazda is a Ford....
 






Hate to break it to ya. You never left Ford, your mazda is a Ford....
If you are responding to doloskeeter's post then I think you may have misread the post. The previous vehicle, like mine, was a Toyota, not a Mazda.

Peter
 






I have a Ecoboost, have achieved the 28 MPG highway rating. Love it. When dealing with the public, we can be hard to please.

Can't argue with any of the posts above me. I don't own your car, don't drive it; and you don't drive mine.

But for me, owning a Toyota, which was great until they brought manufacturing to the United States (gotta love that), this Ford is awesome. I owned a boring Japanese vehicle, rubber mats, no bells and whistles for $10,000 more. Whatever. Hate the foreign vehicle.

It's what brought this country down.

Will never, ever, buy a foreign made vehicle and I don't care if it's manufactured here. The profits are still overseas. I owe it to myself and fellow American, to buy US. My vehicle is not perfect, but if it's not, then we need to collaboratively, fix it. Trust in these forums that someone is listening and caring, and trust that those that lurk, realize, that all of the THOUSANDS of vehicles sold, only a HANDFUL are on here *****ing.

My only complaint is that the White Platinum is popular and I drank from the koolaid and bought the same color. I see so many on the road, passing each other on the same street, but it is what it is.

Some of you need to take a chill pill.
I had 3 Highlander Ltds, built in Japan, on lease over a 10 year period and they were great vehicles but as I have said before, Toyota is always a few years behind in putting the 'creature comforts' into its vehicles. That is one reason I had someone take over the 2 1/2 years I had left on my '09 Highlander and jumped to my Explorer. The main reason was that is now on a unibody frame.
I love the white and have had many comments on how clean it looks even when it is not upon closer inspection.
As for your comment regarding "THOUSANDS of vehicles" sold, here are the figures for 2011 + 2012. US sales 299,911. Canadian sales 19,833.
Total 319,744. These figures were based on the following link;

http://www.goodcarbadcar.net/2011/01/ford-explorer-sales-figures.html

Peter
 






I came back to Ford after 7 years in a Mazda CX9. Ordered my new Limited and waited 6 weeks to receive it (which is quick- no complaint there!)

Well, it came in, and before I went to pick it up I checked Ford for the rebates/incentives. Printed all out, very happy because it was $500 more than when I ordered. Brought them with me and the dealer said one of them we did not qualify for...Conquest Cash. I asked why -because the terms and conditions stated that you had to own a competing model or terminate a lease. He said it was for lease only and I should contact Ford.

So I contacted Ford via three emails and two phone calls to marketing. After many days and no response I contacted the Ford Serv. Rep. on this site. She was kind enough to route my complaint and I got a call today. First from Customer Service who just apologized and said Marketing would contact me. Then from Marketing that basically said "We don't care what we advertised on our site'. No reason for not returning my calls (although after them they corrected the site). She acknowledges they posted incorrect terms and conditions and have 'corrected' them. No apologies. Her excuse? It states 'see dealer for terms and conditions'. Which is fine if they weren't already explicity spelled out online on Fords site. And as Ford provides the actual rebate...not the dealer...I take issue with it.

I expressed my discontent and was told that she 'understood'. I told her it was $1000 issue and consequently I would be referring it to the state for review and filing a BBB complaint. Now I am going to receive a call back when she gets further 'information'. I told her that if she needed a copy of what had been posted on their site to contact me as I have copies of eveything ;-)

To top it all off? $41,000 and my heated seats don't even work right. They get barely lukewarm. I brought it to the dealer and he acknowledged that it only heated to around 95 degrees. I noted to him that it's less than body temp. He has no idea what to do.

As of today i would be more than happy to bring the car back. Now I remember why I left Ford!

They should honor the misprint though because like how if an item is labeled as a different price than stated in a grocery store, they honor that price since that's the incentive for them to buy it. So Ford should have gave her the rebate because professionally, you should not have such a misprint. It's called honoring what you said, and what was said was on the site. Although, vehicle problems are going to occur, try to get the dealer to fix it. At least you're not like me with 1,000 gazillion problems.
 



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If you are responding to doloskeeter's post then I think you may have misread the post. The previous vehicle, like mine, was a Toyota, not a Mazda.

Peter
no he meant the op
 






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