Goodwill refund from dealer?

[loudang]

2014 Explorer with 8900 miles that has 2 very small rust spots on the roof about 5 inches apart located just above the windshield. Took it to a local dealer, body shop guy takes a look at it, gets some paste compound, rubs off the rust and then takes some photos.

Of course Ford denies it under warranty stating the paint was chipped due to an object striking the roof. Very possible something did hit the paint but is there not some sort of rust-proofing these days. If an object struck the roof it was not enough to cause an indentation of the metal. I took pictures of the rust spots before I took it to the dealer.

Estimate came back of over $600 as the dealer stated they would have to redo the clear coat on the entire roof.

So I objected and appealed with Ford Customer Service. After some negotiating back and forth Ford Customer Service offered to send me a check to cover 2 months of car payments and I agreed. Received the check in the mail, from the dealer, and it says "Goodwill refund from Ford".

Ford said if I decide to have that dealer fix the rust I can sign the check back over or I can keep the money and do whatever I want.

I was shocked at the offer being as Ford stated it was not a warranty issue. A friend of mine speculated that Ford offered to pay me directly versus having to report this as a warranty issue.

Anyone have a similar experience?

 

[GRNMACHINE]

Never heard of anything like that before. Seems pretty generous based on most of the experiences I have had with paint issues.

 

[dco43054]

Generous offer. I would have gotten out some touch up paint.

Ford is not responsible for something that strikes the vehicle and scrapes away all the finish.

 

[Miami-Beach]

I agree that was a generous offer..I had a similar issue with my Ford and Pompano Ford literally told me to go pound sand.

 

[GRNMACHINE]

On the other hand I have had paint issues that were clearly not "rock chips/etc" that started to bubble from the inside, and usually told paint warranties are "rust through". One exception, side step bars were re-painted by a Ford dealer I did not buy from during warranty - that was pretty awesome and I think I wrote Ford a thank you letter for the body shop manager.

 

[loudang]

I agree it was generous but why would Ford say this was not a warranty issue yet essentially pay for the repair?

I don't believe it was caused by an object strike. I am the only one that has ever driven the vehicle and don't recall something hitting the roof. And both areas are only 5 inches apart and line up horizontally.

 

[Dr Plastic]

They paid him to shut up because he probably kept harping on it. Next thing we know people will start complaining that rock chip damage on the hood and or front bumper is a warranty problem. This is lined out in the owners manual and specifically stated it is the owners responsibility to repair paint damage from chips and is not a warranty issue. That is why they sell touch up paint. If it starts rusting put some touch up paint on it. If it starts rusting it is your own fault and not the fault of Ford.

 

[loudang]

Everyone is entitled to a opinion.

I look at it as a small return for customer loyalty.

I traded in a 2000 Explorer XLT, that I purchased new, on a 2014 Explorer XLT that I also purchased new. My wife drives a Mercury Mariner and 90% of the cars in me entire family are Ford due to a large portion of my family is employed/retired from Ford.

And you know what, my next vehicle will be a Ford as well.

 

[5whiskey]

And you know what, my next vehicle will be a Ford as well.

I would say it well should be if they're hooking you up like that. I've never had Ford cover anything like that for me. I've only bought one new vehicle, and I was actually let down by the dealer one time for an issue that should've been warranty (didn't gripe enough I guess).

At any rate, I have had good luck with my Fords... for the most part. I've had a few GMs, and one (my wife's van) that was a good value and mostly trouble free, but generally I've gotten a better value out of Ford vehicles. I guess the point is I'm a Ford fan even though I haven't been hooked up like you have. If I were in your shoes, I would worry less about a Ford cover-up (like some have suggested, and yes I realize you haven't), and focus on more on the fact that they appear to be trying to make something right for you.