NHTSA Complaint #11404102 — 2014 FORD C-MAX

THERE IS A GRINDING OR RUBBING SOUND EMANATING FROM THE TRANSMISSION WHILE DRIVING, AT ANY SPEED (GENERALLY NOT WHILE STATIONARY BUT SOMETIMES), AND THE CHECK ENGINE LIGHT TURNS ON. THE LOCAL FORD DEALERSHIP (METRO MOTORS, ST. CROIX, U.S. VIRGIN ISLANDS) FOUND "TRANSMISSION VARIATOR TO DRIVE CHAIN LOOSE CAUSING NOISE" AND "[N]O INTERNAL SERVICEABLE COMPONENTS" AND RECOMMENDED "[R]EPLACEMENT OF HYBRID CVT TRANSMISSION." THE DEALERSHIP SPECIFICALLY RECOMMENDS REPLACEMENT OF THE TRANSMISSION PART, JM5Z-7000-ARM, WHICH IS THE SAME PART INDICATED IN THE TECHNICAL SERVICE BULLETIN 20-2219, PUBLISHED ON JUNE 29, 2020, ON THIS SAME ISSUE OF GRINDING/RUBBING NOISE EMANATING FROM TRANSMISSIONS IN 2014 FORD C-MAX (AMONG OTHER VEHICLES). THE TSB FURTHER PROVIDES THE PART IS "ELIGIBLE UNDER PROVISIONS OF NEW VEHICLE LIMITED WARRANTY," HOWEVER, THE LOCAL DEALERSHIP HAS STATED FORD MOTOR COMPANY DENIED THE CLAIM, AND THE FORD MOTOR COMPANY HAS SAID IT AGREES WITH THE DEALERSHIP THAT THE CLAIM SHOULD BE DENIED. HOWEVER, THE VEHICLE (MILEAGE: 86,225 MILES; YEARS: NOT YET 7) IS UNDER AN ACTIVE NEW VEHICLE LIMITED WARRANTY AS THE TERMS HAVE NOT EXPIRED. THE LOCAL DEALERSHIP IS WILLING TO REPLACE THE DEFECTIVE PART, HOWEVER, IT SAYS IT NEEDS WRITTEN CONFIRMATION FROM FORD MOTOR COMPANY, WHICH FORD MOTOR COMPANY HAS NOT PROVIDED, DESPITE TWO LETTERS OF NOTICE OF DEFECTIVE PART AND MULTIPLE PHONE CALLS WITH THE CUSTOMER RELATIONSHIP CENTER.