NHTSA Complaint #11234893 — 2012 FORD FOCUS

WE BEGAN EXPERIENCING TRANSMISSION "SLIPPING" ABOUT 2 YEARS AGO, AROUND 120,000 MILES. THE CAR SHUDDERS AT LOWER SPEEDS AND WHEN YOU GO TO ACCELERATE FROM A STANDSTILL, IT SHAKES LIKE THE CAR IS GOING IN AND OUT OF NEUTRAL. WE LOOKED UP THE ISSUE AND IT APPEARS TO BE A BIG PROBLEM FOR FORDS EVERYWHERE BUT WE WERE TOLD WE WERE OUT OF WARRANTY. THE DEALER OFFERED TO DO A TRANSMISSION FLUID FLUSH TO SEE IF THAT WOULD HELP, BUT UNFORTUNATELY IT DIDN'T. OUR NEXT STEP WOULD NEED TO BE A NEW TRANSMISSION. WE RECENTLY TOOK THE CAR BACK IN TO THE DEALER BECAUSE WE HAD SEEN A MEMO FROM FORD THAT THEY WERE FIXING CARS LIKE OURS IF THEY SHOWED UP TO A DEALER BETWEEN 7/12-7/19. WE TOOK THE CAR IN ON 7/19. WE CALLED FORD CUSTOMER CARE (AS DIRECTED BY THE DEALER) TO OPEN A CASE # SO THE DEALER COULD PERFORM THE SPECIAL REPAIR AND STILL GET PAID. THEY DENIED THE DEALERS REQUEST TO FIX THE CAR AND I HAD TO CALL FORD CUSTOMER CARE BACK TO ASK ABOUT THE MEMO THAT SAID THEY WERE FIXING CARS THAT SHOWED UP BETWEEN 7/12-7/19. I TOLD THEM IT HAD BEEN DROPPED OFF AND THE REPAIR ORDER OPENED ON 7/19 TO WHICH THEY SAID I WAS OUT OF WARRANTY. I CONTINUED TO ASK ABOUT THE MEMO THE DEALER HAD SHOWN US, BUT INSTEAD THEY CONTINUED TO SIMPLY SAY I WAS OUT OF WARRANTY. NOW, AFTER SEVERAL CALLS TO THE FORD CUSTOMER CARE TEAM, THEY SAY THEY DON'T HAVE AN ANSWER YET BUT THE SUPERVISOR WILL CALL ME BACK IN 2-3 BUSINESS DAYS. THE CAR IS STILL AT THE DEALER AND I HAVEN'T HAD A CAR FOR ALMOST A WEEK, AS THEY HAVE NOT BEEN INSTRUCTED TO FIX IT YET BY FORD. THE DEALER HAS BEEN VERY NICE AND HELPFUL THROUGHOUT THE WHOLE PROCESS, BUT FORD HAS BEEN INCREDIBLY FRUSTRATING AND WON'T FOLLOW THROUGH ON THE ORIGINAL PROMISE THEY SHOWED THE DEALER IN THE MEMO. EVERY TIME I CALL THEY ACT LIKE THEY NEVER SENT THAT MEMO.