NHTSA Complaint #11010488 — 2014 FORD FUSION

WE PURCHASED OUR 2014 FORD FUSION FROM LECKNER FORD OF KING GEORGE VA ON JUNE 20, 2017. VEHICLE DETAILS ARE AS FOLLOWS:VIN: [XXX], MANUFACTURE DATE: 12/13/13, MANUFACTURE LOCATION: FLAT ROCK, AZ, MILEAGE: 25,300 THE HEADLINER IS SAGGING ON THE VEHICLE PARTIALLY BLOCKING THE REAR WINDOW AND HANGING DOWN ON THE DRIVER?S SIDE FRONT DOOR. ONLINE RESEARCH DETERMINED THAT FORD MOTOR COMPANY IS INDEED AWARE OF THIS ISSUE BUT HAS NOT TAKEN ACTION TO CORRECT THE PARTS FAILURE TO DATE. NOW AWARE THAT FORD MOTOR COMPANY KNOWS OF THE SAGGING HEADLINER ISSUE WITH THE 2014-2015 FORD FUSION, I CONTACTED THE DEALER AND WAS ADVISED TO OPEN A FORD CUSTOMER CARE CASE. THE SERVICE DIRECTOR AT LECKNER FORD FELT THAT OPENING A CUSTOMER CARE CASE, HAVING LOYALTY POINTS AS A REPEAT CUSTOMER AND THE VEHICLE JUST BEING OUTSIDE OF THE WARRANTY COULD ALL CONTRIBUTE TO A SUCCESSFUL OUTCOME WITH FORD. ON JULY 19, 2017 I CONTACTED THE FORD CUSTOMER CARE CENTER AT 800-392-3673 AND OPENED CASE REFERENCE NO: 12746787. I WAS TOLD THAT I WOULD BE PROVIDED A RESPONSE VIA E-MAIL BY END OF DAY ON FRIDAY, JULY 20, 2017. APPROXIMATELY 10 MINUTES AFTER COMPLETING THE CALL WITH FORD, I RECEIVED A SOLICITATION E-MAIL ASKING IF I WANTED TO RECEIVE E-MAILS FROM FORD STATING VERBATIM ?RECENTLY, WE RECEIVED YOUR INFORMATION AND TO KEEP YOU INFORMED WE?D LIKE TO SEND YOU E-MAILS FILLED WITH NEWS ON THE LATEST TECHNOLOGIES, EVENTS, OFFERS, SERVICE COUPONS AND MORE.? ODDLY ENOUGH I NEVER RECEIVED A RESPONSE TO MY CUSTOMER CARE CASE AS PROMISED. I CONTACTED THE CARE CENTER ON JULY 25TH AND WAS INFORMED THAT MY REQUEST WAS DENIED?PERIOD. NO EXPLANATION, NO POINT OF ESCALATION, NO OPTIONS. FORD IS BETTER THAN THIS. FORD IS AWARE THAT THIS ISSUE OCCURRED AND CONTINUES TO OCCUR IN THEIR FLAT ROCK MANUFACTURING PLANT AS CAN BE FOUND ON ANY NUMBER OF WEBSITES AVAILABLE TO CONSUMERS. INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6). *TR