Repair Nightmare

[MRyan7465]

Got the dreaded “Service Vehicle Soon” alert last week, just shy of 33,000 miles.

It took about 36 hours for the warning to show up in my Ford Pass application which showed it was a “Powertrain Malfunction/Reduced Power” error.
Took it into my local dealership, Cypress Coast Ford in Monterey, CA. They diagnosed it as a “charge port status indicator” issue and said the replacement part would take about two weeks to arrive.

The good news, the part is covered under warranty.

The bad news, the dealership claims they only have two loaners and both loaners are currently out with other customers. Not only has Cypress Coast Ford been incredibly unresponsive to calls/texts/voicemails (Good luck getting someone in the service department to pick up), when I asked if Ford reimburses for rental cars since they were all out of loaners, I basically was told “we’ll ask” but got the impression they did not care/will just tell me they asked. Really, @Ford Motor Company?

Incredibly frustrating that I’m potentially a spot where I either shell out $$$ for a rental car because Ford someone can’t get their part in a reasonable time, or leave my wife with 2 toddlers without a car while I go to work. The car’s been great up until this point but this situation is making me begin regretting going the EV route before third party mechanics are allowed/able to make repairs.

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[BMT1071]

A third party repair would not be covered under warranty regardless of the propulsion system. An independent shop likely won't get the part any sooner than the dealer, but if you're willing to pay for the repair have at it.

 

[dj_stang]

Got the dreaded “Service Vehicle Soon” alert last week, just shy of 33,000 miles.

It took about 36 hours for the warning to show up in my Ford Pass application which showed it was a “Powertrain Malfunction/Reduced Power” error.
Took it into my local dealership, Cypress Coast Ford in Monterey, CA. They diagnosed it as a “charge port status indicator” issue and said the replacement part would take about two weeks to arrive.

The good news, the part is covered under warranty.

The bad news, the dealership claims they only have two loaners and both loaners are currently out with other customers. Not only has Cypress Coast Ford been incredibly unresponsive to calls/texts/voicemails (Good luck getting someone in the service department to pick up), when I asked if Ford reimburses for rental cars since they were all out of loaners, I basically was told “we’ll ask” but got the impression they did not care/will just tell me they asked. Really, @Ford Motor Company?

Incredibly frustrating that I’m potentially a spot where I either shell out $$$ for a rental car because Ford someone can’t get their part in a reasonable time, or leave my wife with 2 toddlers without a car while I go to work. The car’s been great up until this point but this situation is making me begin regretting going the EV route before third party mechanics are allowed/able to make repairs.

Talk to the BEV team. They’ll likely inform you that you’ll be out of pocket until the repair is complete and then they’ll reimburse you after. That’s how I took care of my HVBJB issue.

 

[4sallypat]

Talk to the BEV team. They’ll likely inform you that you’ll be out of pocket until the repair is complete and then they’ll reimburse you after. That’s how I took care of my HVBJB issue.

^^^^ This is correct.

BEV team will assign a case number and after warranty work has been completed, they will reimburse you for the rental plus fuel costs.

Save your receipts.

 

[MRyan7465]

Thanks. Do you happen to have the contact info for the BEV team?

^^^^ This is correct.

BEV team will assign a case number and after warranty work has been completed, they will reimburse you for the rental plus fuel costs.

Save your receipts.

 

[one5460]

Thanks. Do you happen to have the contact info for the BEV team?

See post # 2447

Stop Safely Now (HVBJB): Mach-E Owners Biggest Fear - Facts and Info Thread | Page 164 | MachEforum - Ford Mustang Mach-E News, Owners, Discussions, Community

 

[MEshamalan]

I just had the service for this issue with 6,057 miles on a 2023 GTPE. Ford agreed to reimburse me for a rental until a loan became available & I submitted the receipts.

It could be due to location, but my car was unavailable for a week.

 

[Lmpspradlin]

Got the dreaded “Service Vehicle Soon” alert last week, just shy of 33,000 miles.

It took about 36 hours for the warning to show up in my Ford Pass application which showed it was a “Powertrain Malfunction/Reduced Power” error.
Took it into my local dealership, Cypress Coast Ford in Monterey, CA. They diagnosed it as a “charge port status indicator” issue and said the replacement part would take about two weeks to arrive.

The good news, the part is covered under warranty.

The bad news, the dealership claims they only have two loaners and both loaners are currently out with other customers. Not only has Cypress Coast Ford been incredibly unresponsive to calls/texts/voicemails (Good luck getting someone in the service department to pick up), when I asked if Ford reimburses for rental cars since they were all out of loaners, I basically was told “we’ll ask” but got the impression they did not care/will just tell me they asked. Really, @Ford Motor Company?

Incredibly frustrating that I’m potentially a spot where I either shell out $$$ for a rental car because Ford someone can’t get their part in a reasonable time, or leave my wife with 2 toddlers without a car while I go to work. The car’s been great up until this point but this situation is making me begin regretting going the EV route before third party mechanics are allowed/able to make repairs.

I feel you! I’m in the SAME exact boat, 30 days and counting. They did tell me that they will reimburse the rental car for up to 50 days. I’m skeptical because of how many conversations I’ve had with different people telling different stories.

 

[Martin desbrulais]

I also have the dreaded HVJB issue, unfortunately it is on back order in the UK, fortunately I have addressed all my previous issues with the Ford Mach E customer care, I have also for the past few months had the same Advisor, first time she went in I had to wait 2 months for a courtesy car, which was a Vauxhall Corse EV, not fit for purpose, I went back to Ford and complained as my MME was a premium vehicle, so all my visits to date Ford have paid for a Premium Rental, at present I am driving a rental BMW 530E Tourer, you don't get if you don't ask.

 

[MRyan7465]

What number are you guys calling to reach the BEV team? I saw the post about contacting Ford’s BEV team with the phone number (866) 631-3788 but when I called it, I reached a message which asked me to enter the extension of the specialist I wanted to contact.

No main menu/options/etc. Can you advise what extension I should enter?

Greatly appreciate the help!

 

[HuntingPudel]

What number are you guys calling to reach the BEV team? I saw the post about contacting Ford’s BEV team with the phone number (866) 631-3788 but when I called it, I reached a message which asked me to enter the extension of the specialist I wanted to contact.

No main menu/options/etc. Can you advise what extension I should enter?

Greatly appreciate the help!

1-800-392-3673

 

[Monke]

Talk to the BEV team. They’ll likely inform you that you’ll be out of pocket until the repair is complete and then they’ll reimburse you after. That’s how I took care of my HVBJB issue.

Ford offered $40 per day rental and not cover taxes. Rental around here is around $100 including tax per day for a compact through a full size (per rental company classification, which is a mid size for normal folks). I did not have to deal with the $40 reimbursement because my dealer provided a loaner and that was one of the reasons why I bought a car from them.

Did Ford limit the reimbursement to $40 per day? This information might be good for OP and other members when negotiating for a loaner reimbursement.

 

[dj_stang]

Ford offered $40 per day rental and not cover taxes. Rental around here is around $100 including tax per day for a compact through a full size (per rental company classification, which is a mid size for normal folks). I did not have to deal with the $40 reimbursement because my dealer provided a loaner and that was one of the reasons why I bought a car from them.

Did Ford limit the reimbursement to $40 per day? This information might be good for OP and other members when negotiating for a loaner reimbursement.

They did for reimbursement. I was able to get a Model 3 from Hertz for like $30 and it came to less than $40/day all in. I used a corp discount but I thought I remember they were not that much more expensive at regular price.

Going through the dealership would have been a much worse car so that’s why I went my route. Also no gas to worry about.

$100 is insane you can rent better cars on Turo.

 

[Maquis]

Ford offered $40 per day rental and not cover taxes. Rental around here is around $100 including tax per day for a compact through a full size (per rental company classification, which is a mid size for normal folks). I did not have to deal with the $40 reimbursement because my dealer provided a loaner and that was one of the reasons why I bought a car from them.

Did Ford limit the reimbursement to $40 per day? This information might be good for OP and other members when negotiating for a loaner reimbursement.

Not sure where you are in Texas, but I rented a Malibu at DFW for $33.31 per day. The airport fees pushed it close to $50, but nowhere near $100.

 

[Monke]

@dj_stang and @Maquis
Oh well, I rented a minivan for a month for $400 during off season in Florida before. Now I'm in West Texas. There were many cars parked in a local car rental lot which was cheaper than an airport lot. We paid some dollars just shy of $100. I asked the cashier why the rental fee was so expensive with many cars outside. The rep. said because we could. Many times during the past two year, we paid more than $100 per day to rent a Camry or an Altima. Last month, when I thought I might have to rent a car while MME would be in a shop, the rental fee was around $70+ before tax and other fees. No more $9.99 weekend rental like 2003.

I forgot to add these. Several times, there were no car for rent. One time, I went to pick up a reserved car at the airport and there was no car. Rep. told me next time call first. ???

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