NHTSA Complaint #11668647 — 2019 FORD EXPLORER

[XXX] � [XXX] [XXX] ⸻ To Whom It May Concern, My name [XXX], and I am writing to file a formal complaint against Ford Motor Company and multiple associated dealerships for gross negligence, financial harm, and discriminatory practices related to a recall repair that began in 2023 and has yet to be properly resolved. I own a 2019 Ford Explorer, VIN [XXX]. In 2023, I brought my vehicle to Wayne Akers Ford in West Palm Beach due to a torque converter recall. Before the issue was fixed, their transmission technician was fired, and I was redirected to Mullinax Ford. That began a two-year ordeal of being passed around between dealerships, misdiagnosed, and ignored while the original issue persisted. Alpaca Ford on 10th Avenue witnessed the malfunction twice but refused to repair it. I was told by Lenny, the Service Manager, and the Advisor Manager to “monitor the mileage” and report back — a delay tactic that eventually allowed them to deny my repair once the issue persisted at under 30 miles. When I returned with proof, they claimed the warranty had expired. This was caused entirely by their inaction and misguidance. To make matters worse: •I was forced to pay $1,300 for motor mounts that didn’t resolve the issue, despite telling them repeatedly it was unrelated. Ford covered a portion, but I was left to pay $897 out of pocket. •Tim Olsen at Wayne Akers Ford has refused to provide my refund and is now ignoring all calls and communication. •Ford’s corporate customer service has been involved from the beginning and failed to intervene effectively — despite acknowledging the situation. •I recently left a Google review describing my experience at Mullinax Ford, including my repeated denial of loaner vehicles while white customers were offered them freely. After posting the review, I was retaliated against — they refused to continue working on my car and told me to “come pick it up” without completing r INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)