Ford explorer engine blown

[FordServiceCA]

New to Forum and Ford.

Bought new Explorer XLT in November and last week on highway normal driving noticed a knock. No engine light then 20 miles later that knock was more of a screech ( Like a train slamming on its brakes ). Stop check fluids and all good. Call road side get a tow. Dealership tells me lower motor is blown connecting rod #6 bearing I believe. In the process of them asking questions trying to determine if I did something wrong or ignored checked engine lights the service lady informs me that the engine was rebuilt at 42kms before we bought it. Now My question is how upset would everyone else be if they were sold a new vehicle that already had to have lower engine work done. They never informed us of this when we purchased the vehicle and obviously they did a poor job of the repair.

My first thought was why the heck would you sell a rebuild engine in a new vehicle instead of a fresh motor and now I'm very worried they can repair the engine properly the 2nd time. Would it be out of line to demand a fresh engine or some other reparation? I do feel this was not an honest sale from the beginning but maybe this is a regular occurrence and the norm.

Welcome to the forum, RyeGuy76. My name's Brittany; I'm the current Ford Canada Customer Service Representative. It's a pleasure to meet you.

I'd like to get this escalated to your regional customer service manager to further assist. Please send me a private message with your full name, VIN, dealership information, and best daytime contact number. Once I receive this information, I'll be able to get started on your case.

Looking forward to hearing from you soon.

Brittany

 

[peterk9]

Something's not right with the OP's first post followed by the second three minutes later. Great week? No reply? :scratch:

The first post was in the New Members Introduction forum. The second post started this thread in this forum. There was a "welcome" reply to the first post from another moderator in that forum.

Peter

 

[Skins]

New to Forum and Ford.

Bought new Explorer XLT in November and last week on highway normal driving noticed a knock. No engine light then 20 miles later that knock was more of a screech ( Like a train slamming on its brakes ). Stop check fluids and all good. Call road side get a tow. Dealership tells me lower motor is blown connecting rod

Sorry to make this my first post but I am having a very similar issue with my '13 sport. It's uncanny how similar in fact. My sport has roughly 24k miles and Saturday about a mile from my house I heard the same grinding. At first it sounded like a bearing out on a turbo from inside the cabin. When I got it stopped, it was louder and lower. I too did not have a check engine light. went from purring to sounding like gargling sheet metal scraps in seconds. The tow truck driver said it sounded like the bottom end of the motor.

Towed to a ford dealer and was told they are so busy they can't even look at it until Friday or next week. Complained to a snooty area rep who did me a "favor" and got them to look at it today and approve me for a match box sized rental for only five days. They finally diog it and state the engine needs replaced. No explanation of what wrong, just that it needs replaced. They also stated that in order to start the warranty process, I have to fax them our proof of service/oil change records. Seriously? They don't have those associated to my vin in a central database? At any rate, we send this over and I am told that they submitted for a new engine and 95% of the time it's approved and the other 5% a factory rep has to visually approve it. I am completely in shock over this whole experience and I am very disappointed in how Ford service is handled. I traded a 2011 Lexus RX 350 I bought new because I fell in love with the sport. I know Lexus is a luxury car but holy smokes, their service experience compared to Ford's is like cold water to the face.
How I am handled in the coming days/weeks will determine whether I keep my sport and whether ford keeps me as a customer.

Thanks for letting me have a place to vent my frustrations.

 

[InspectorGadget]

Sorry to hear about your troubles. First I suspect you are in very good hands with Brittany from Ford Service CA.

My first question to the dealership would have been why, since this is a "NEW" car did they rebuild the engine. it was NEW and under warranty and had never been delivered to an owner. Seems ot me it should have received a new engine.

Best wishes for a speedy resolution to your problem.

Willy in Cali

New to Forum and Ford.

Bought new Explorer XLT in November and last week on highway normal driving noticed a knock. No engine light then 20 miles later that knock was more of a screech ( Like a train slamming on its brakes ). Stop check fluids and all good. Call road side get a tow. Dealership tells me lower motor is blown connecting rod #6 bearing I believe. In the process of them asking questions trying to determine if I did something wrong or ignored checked engine lights the service lady informs me that the engine was rebuilt at 42kms before we bought it. Now My question is how upset would everyone else be if they were sold a new vehicle that already had to have lower engine work done. They never informed us of this when we purchased the vehicle and obviously they did a poor job of the repair.

My first thought was why the heck would you sell a rebuild engine in a new vehicle instead of a fresh motor and now I'm very worried they can repair the engine properly the 2nd time. Would it be out of line to demand a fresh engine or some other reparation? I do feel this was not an honest sale from the beginning but maybe this is a regular occurrence and the norm.

 

[RyeGuy76]

Follow up of my blown engine repair. So I got the vehicle back last Thursday so just under 3 weeks to get it fixed. The people their in the service did a good job overall. I did have to go 3 times to pickup my vehicle because of some issues of my service lady not closing the record so the other workers did not know if outstanding issues existed. Anywhoo.. I was told at 28ish miles a new block was put in because of a connecting rod bearing problem. Then we blew it at 7500 miles. They put in another short block and now here we are. When I asked how a vehicle can eat 2 shortblocks in 7500 miles they of course had no answer. When I asked if I could be put into a replacement vehicle because I have no faith in this unit anymore they said there is no way that would happen. When I argued that I deserve some kind of theory or answer to how a vehicle can go through 2 engines in 7500 miles they said these things happen. At this point I have NO faith in the reliability of my explorer I DO believe it is a lemon unit and will cost me money in the long run. This is my wife's vehicle that hauls my kids around and I can not afford to have an unreliable vehicle. I never did get a message back from the Ford Rep Brittany so my plan at this point is to keep the KM's under warranty and trade this vehicle before its 3 years old. I will take a financial hit but I expect this to be cheaper than engine work later on. I will probably be posting again in around 7500 miles. Good luck to the rest of you just goes to show Even though very few model lines are lemons individual units still exist

 

[Skins]

So I figured I would make a final update post for posterity. My main bearing was what failed. They had to replace the block. This was my first and last Ford. I wanted to love it but their service and the area rep have convinced me otherwise. They had car 4 weeks. The rep at first refused a rental at all, then begrudgingly, approved a matchbox rental. Then, each week, it was a game a "pretty please" to get the rental extended. While they repaired the engine they damaged a strut. That was fixed, however they chose not to re-align the front end so the steering wheel is off center.

In the end, I was so soured by the whole ordeal, I promptly traded it in on a 2015 Chevy Suburban. Get this, they garuntee a comparable loaner car for any type of service no matter the duration; ala Lexus.

 

[pingbling23]

Is that a dealership rule for the comparable loaner? My avalanche ($50K truck) went down with a minor problem and my loaner was a Pontiac grand prix. I hate that this situation soured you, but I guarantee you can do a search and will find a complaint similar to yours for every automaker in existence. Enjoy the suburban, they are very nice. I do think it's rediculous how much gm has went up on the pricing of these and their platform mates.

 

[blwnsmoke]

So I figured I would make a final update post for posterity. My main bearing was what failed. They had to replace the block. This was my first and last Ford. I wanted to love it but their service and the area rep have convinced me otherwise. They had car 4 weeks. The rep at first refused a rental at all, then begrudgingly, approved a matchbox rental. Then, each week, it was a game a "pretty please" to get the rental extended. While they repaired the engine they damaged a strut. That was fixed, however they chose not to re-align the front end so the steering wheel is off center.

In the end, I was so soured by the whole ordeal, I promptly traded it in on a 2015 Chevy Suburban. Get this, they garuntee a comparable loaner car for any type of service no matter the duration; ala Lexus.

Best of luck with your Suburban. I hope that you are trouble free with it. In regards to your rental, this is straight from GM:

"Courtesy Rental Vehicle

Your dealer may arrange to provide you with a courtesy rental vehicle or reimburse you for a rental vehicle that you obtain if your vehicle is kept for an overnight warranty repair. Rental reimbursement will be limited and must be supported by original receipts. This requires that you sign and complete a rental agreement and meet state/provincial, local, and rental vehicle provider requirements. Requirements vary and may include minimum age requirements, insurance coverage, credit card, etc. You are responsible for fuel usage charges and may also be responsible for taxes, levies, usage fees, excessive mileage, or rental usage beyond the completion of the repair.

It may not be possible to provide a like-vehicle as a courtesy rental."

I've searched forums just now on their program and many state they got a compact car from Enterprise.. I've seen other posts where they get a rental coverage up to $43 per day which I guarantee you will not get you a Suburban or anything close at that rate.

So based on the above.. your dealer is blowing some smoke your way.. I would not expect a loaner for a drop off/pickup same day service as it clearly states GM doesn't cover that until it stays overnight.

 

[Skins]

Best of luck with your Suburban. I hope that you are trouble free with it. In regards to your rental, this is straight from GM:

"Courtesy Rental Vehicle

Your dealer may arrange to provide you with a courtesy rental vehicle or reimburse you for a rental vehicle that you obtain if your vehicle is kept for an overnight warranty repair. Rental reimbursement will be limited and must be supported by original receipts. This requires that you sign and complete a rental agreement and meet state/provincial, local, and rental vehicle provider requirements. Requirements vary and may include minimum age requirements, insurance coverage, credit card, etc. You are responsible for fuel usage charges and may also be responsible for taxes, levies, usage fees, excessive mileage, or rental usage beyond the completion of the repair.

It may not be possible to provide a like-vehicle as a courtesy rental."

I've searched forums just now on their program and many state they got a compact car from Enterprise.. I've seen other posts where they get a rental coverage up to $43 per day which I guarantee you will not get you a Suburban or anything close at that rate.

So based on the above.. your dealer is blowing some smoke your way.. I would not expect a loaner for a drop off/pickup same day service as it clearly states GM doesn't cover that until it stays overnight.

They're not blowing smoke. This is a dealer perk, not gm. It's in writing; but I digress.

As I said, I wanted to love my ford but their service experience is poor at best. My decision wasn't and indictment on the superb sport, rather shoddy service and a snooty area rep. Selling a car is one thing, the follow up dictates my future purchases. If my gm dealer falters, I will go back to Lexus who has a stellar service program. The drawback being the 450 is too small and their larger SUV is ugly IMO.

Thanks for the replies

 

[peterk9]

Unfortunately bad dealer experiences are far too common here. However, many members have changed dealerships and their experience with service has improved to a great degree.

Peter

 

[blwnsmoke]

They're not blowing smoke. This is a dealer perk, not gm. It's in writing; but I digress.

As I said, I wanted to love my ford but their service experience is poor at best. My decision wasn't and indictment on the superb sport, rather shoddy service and a snooty area rep. Selling a car is one thing, the follow up dictates my future purchases. If my gm dealer falters, I will go back to Lexus who has a stellar service program. The drawback being the 450 is too small and their larger SUV is ugly IMO.

Thanks for the replies

I know what you mean about Lexus service. I had an IS300 when they first came out in 2001 and the service and free rentals were top notch. Hell, they even fixed my wife's Audi for me because the Audi dealership next door wouldn't (free of charge). I know that was the dealership and not Lexus themselves but still, the service is incredible.

I was not being sarcastic either, I hope you enjoy the suburban.

As Peter said, dealers make or break the reputation of the manufacturer. Truly unfortunate!!

 

[Halwg]

Dealer experiences are a whole different subject. Over the years I have had wildly different experiences. I've owned 2 dodges and the service manager would pick my car up and drop me his demo while my car was being serviced. The Ford dealer has always given me a loaner when my Explorers have been in the shop for a long period.

I've had transmissions replaced on a 2006 and 2008 EX and I had a loaner, a used Ford Taurus, for the duration they had my truck.

Other dealers, well, not so great.