NHTSA Complaint #11665142 — 2019 FORD EXPEDITION

The contact owns a 2019 Ford Expedition. The contact stated that when the vehicle was started in the morning, the engine was idling roughly while making an abnormal rattling sound. The contact stated that the failure was intermittent, but the rattling sound became worse and more frequent. The contact stated that there were no warning lights illuminated. The contact had taken the vehicle to a local dealer, who diagnosed the vehicle and determined that the cam phasers needed to be replaced. The vehicle was not repaired. The contact researched online and related the failure to Customer Satisfaction Program: 21N03 (Engine and Engine Cooling) for cam phaser replacement. The contact questioned the dealer and was informed that the vehicle was not covered under the program. Additionally, the contact stated that the vehicle was recently repaired under Customer Satisfaction Program: 24E13 for an ignition and TCM (Power Train) software update. The contact stated that following the software update, the transmission was slipping out of gear and was hesitating while depressing the accelerator pedal. The contact stated there was no warning light illuminated. The vehicle was returned to the same dealer to be diagnosed, and it was determined that the transmission shift cable bushing had failed, and the transmission needed to be replaced. The vehicle was not repaired. The manufacturer was informed of the failure and referred the contact to the NHTSA Hotline to report the failure. The failure mileage was 69,401.