NHTSA Complaint #11661829 — 2013 FORD EXPLORER

The contact owns a 2013 Ford Explorer. The contact stated that while having the windshield replaced, the A-pillars on both sides of the windshield were cracked. The contact paid out of pocket for the A-pillar replacements. The contact stated that after a while one of the A-pillar trim detached and flew off while driving and the other A-pillar trim was cracked. The contact took the vehicle to an independent mechanic where both A-pillar trims were replaced again out of pocket. The contact then received notification of NHTSA Campaign Number: 24V031000 (Structure) however, the part to do the recall repair was not yet available. The local dealer was made aware of the issue and confirmed that parts were not yet available. The contact called another dealer a year later and was informed that parts were available and that the part was being held to have the recall repair performed. The contact arrived for the appointment and was informed that parts were not available and that the recall was being performed on a first come, first serve basis. Once the contact expressed frustrations with the dealer, the contact and the agreed to leave the vehicle with the dealer. The contact received a call from the dealer that only the passenger’s side A-pillar trim could be replaced. The contact was instructed to retrieve the vehicle. The contact stated that the manufacturer had exceeded a reasonable amount of time for the recall repair. The manufacturer was made aware of the issue. The failure mileage was approximately 60,000. VIN tool confirms parts not available.