Is there a thread for going through the Lemon Law/Ford Buyback?

[PhoenixGuy]

I am going through the process...would like to be able to learn from/share others also going threw it (and NOT related to buying a Lemon Law vehicle).

My '21 California RT1 has a continually "driver door not closed" that cannot be remedied (have had engineers from Detroit fly out, etc.). Buying the vehicle is not an option, so have been going through the Arizona Lemon Law process.

Good news is my local dealership has been great about this (kudos to Camelback Ford in Phoenix); and I am very satisfied with the Ford Repurchase Coordinator.

I have accepted what I think is a very fair offer, scheduled to receive check on 6/5 that will close my loan, etc.

I have a '23 Cal RT1 on order, but with late July delivery schedule the dealership is working with me to see if one available sooner (and they can take back the Bronco Sport loaner).

I am interested how others viewed the process, and who has gone through it already if they can share any gotchas (and somewhere for me to share my learnings).

in the meanwhile, I have a question requesting input from someone on the Forum with a "legal" background (not just a "here is what I think")?

• Do I own the onboard charger that came with my '21 or do I have to return it with the car as part of the buyback?

It is $350 with the '23 so would not buy one:

• I have a Chargepoint installed at home
• I only used the onboard in emergencies when travelling
• If didn't have would buy an after market
• ...but if I could keep I would!

TIA for any pointers to threads and/or answer to my query?

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[Jscotty]

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I have accepted what I think is a very fair offer, scheduled to receive check on 6/5 that will close my loan, etc.

Do you mind sharing how you went through the process. Did you just contact Ford or did you hire a lawyer? What did they give you for your car? I am fighting with my dealer right now about repairs that they can’t seem to fix. Was thinking about trying to get ford to buy back as well.

 

[PhoenixGuy]

Do you mind sharing how you went through the process. Did you just contact Ford or did you hire a lawyer? What did they give you for your car? I am fighting with my dealer right now about repairs that they can’t seem to fix. Was thinking about trying to get ford to buy back as well.

Realize the following:

• This is in Arizona, every state is different
• I have a very good relationship with my dealership GM and Service Director (we have each other cell phone #'s
• I am not an attorney, just a Mach-E owner with a problem such that the vehicle needs to be replaced.

Vehicle started seeing alerts/messages in ~Dec 2022.

• None were affecting driving the car. They were worrisome, but ultimately just a nuisance (Hill Start Assist, Auto Hold System Fault, Transmission not in park, Door Fault Service required, etc.).
• I took into dealership. They thought they fixed the problem, but messages came back a few days later...so I just drove for a few weeks with the messages while the dealership continued to investigate.
• Late Feb 2023 a message similar to "Parking Brake engaged" popped up when at a stop light. This did not affect driving, but that got me scared enough to return the vehicle to the dealership
• After a few weeks they said engineers from Ford would be flying out to check, and they gave me a loaner.
• Through mid-April they continued to investigate and test multiple theories (I talked often with the service tech.
• In late April with no resolution in sight, the GM & Service Director suggested I reach out to Ford Customer Relationship Center and start the Buyback Process.
  • I agreed I wanted a '23 model, so the GM suggested I put in an order...saying even if I didn't buy he could resell it and I would not be on the hook for the deposit.
• Process got started with a "Customer Experience Specialist-BEV CX Team" assigned in a few days.
• This was frustrating because though the Specialist was nice, she could not provide me any process details so I had NO visibility or was given any knowledge about the process. I ended up calling/emailing ~every other day just to get updates (including at one point finding out the BEV CX person was waiting for information from the dealership, which when I called the dealership they said they sent, so "I" did a conference call with both sides to get this resolved!
• I took ~4 weeks, but finally everything was okayed and a "Repurchase Coordinator" was assigned.
  • From what I learned this is about the expected duration for the process if no disputes occur about the problem.
  • Because the dealership was involved and agreed about the problem, there was no issues about the vehicle qualifying for buyback (legal term is "the same problem must persist regardless of repairs").
• The Repurchase Coordinator made a HUGE difference in communication as she provided me all the details for next steps, forecasted timelines, etc. (it helped she and the GM had worked on other buybacks); and did send periodic email updates.
• Last week I got the Settlement Offer (SO).
  • It is based on a set, very simple, calculation:
  • (+) Base Price+Documentation+SalesTax+Registration (ie, everything I paid for the car)
  • (-) Vehicle usage based on miles driven
  • No other factors were considered, it was pretty cut and dry.
  • My loan was through the dealership, so they included in the SO directly paying off the loan (hopefully goes through and not screw up my credit
  • It ended up a slight positive for me between the SO and the loan payout.
  • On 6/8 I go into the dealership to pick up my check for the difference.
• I will try and provide an update after 6/8 if anything unexpected, good or bad, happens.

As previously mentioned, dealership is actively looking for a new vehicle for me and/or checking on the build; so I can get back to driving in the "HOV lane" ;-)

Learnings so far:

• Make sure before you start the process you and the dealership agree the vehicle is experiencing "the same problem must persist regardless of repairs".
  • I imagine if this doesn't occur with the dealership it could be why someone may want to get an attorney.
  • It probably helped I offered to order a new Mach-E, but I don't think that was a deal breaker.
  • (the following is speculation on my part...) I don't believe the dealership loses any money on the buyback process...so it should not be a consideration.
• The initial communication with Ford did not make the process straightforward, but it ended up okay.
  • Ford should build into the system an "end user interface".
  • It doesn't need ALL the information, but at least provide the customer online access for all the steps and status of each.
• I heard the Lemon Laws in each state are different, Arizona's is pretty straightforward.
• I believe what I experienced is a one-off:
  • Ford, the dealership and corporate, did the right amount of diligence to try and fix the problem, then decide it wasn't worth it and move on with the buyback.
  • I have been involved with computers since the late 70's, so experienced the migration of Windows:
  • EV's software is currently the equivalent of Windows 3.1
  • Comparing to Windows 10/11, it was pretty buggy, but was solid enough that the base provided potential for better releases to come out over time.
  • These kind of "persistent" problems will crop up, hopefully less so with newer releases.
  • This is an expected "cost of owning an EV" at this time; but I consider the benefits worth it.

Any questions, give a shout.

 

[Earplug]

I also went through the Ford Buyback process. This is NOT a "Lemon Law" process. Lemon Law is a legal process and the Ford Buyback process is a voluntary process that Ford uses instead of the Lemon Law procedures.

 

[Mach-Lee]

in the meanwhile, I have a question requesting input from someone on the Forum with a "legal" background (not just a "here is what I think")?

• Do I own the onboard charger that came with my '21 or do I have to return it with the car as part of the buyback?

Yes, it was part of the standard equipment listed on the window sticker so it should be returned, just like the included tire pump.

 

[mkhuffman]

Here is what I think.

I agree with Lee.

Good luck with the process. It is nice to see you have another MME on order.

 

[ridgebackpilot]

I went through the same process in California with a BMW 340i. Once BMW accepted my claim for a buyback, the process went very smoothly. Buyback policies are driven by the Lemon Laws in each state, and as a result they vary quite a bit.

Regarding your mobile charger, I would suggest keeping it unless Ford asks for it back. Look at your buyback agreement carefully to see if it contains any language requiring you to return the vehicle “with all accessories” or something like that.

Good luck with the remaining parts of the buyback process!

 

[PhoenixGuy]

I also went through the Ford Buyback process. This is NOT a "Lemon Law" process. Lemon Law is a legal process and the Ford Buyback process is a voluntary process that Ford uses instead of the Lemon Law procedures.

You are absolutely correct, thank you for the clarification.

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