NHTSA Complaint #11684772 — 2018 FORD F-150

Despite following Ford’s instructions step-by-step and investing hours into multiple calls with the Customer Service Division, we were given the runaround and ultimately denied assistance, even though: •This is a known defect with the Cam Phaser, CSP issued for our vehicle. •We attempted to have the repair performed within the CSP period but were delayed due to pandemic-related part shortages and poor dealership follow-up. •Our warranty expired less than 30 days before diagnosis. Our documented timeline: •July 25, 2022 – Brought truck to Courtesy Ford for PCM reprogram under 21N03; told parts were backordered due to pandemic. After a week, we had to reclaim the truck for work needs. Service was poor, with no follow-up. •November 2022 – Returned truck; again no resolution or follow-up. •January 1, 2023 – Ford extended CSP under 21B10; still no symptoms at this time. •May 28, 2025 – Private shop diagnosed Cam Phaser failure; quoted ~$5,000. •August 2025 – Chose Canby Ford for better service; diagnosis confirmed repair needed at $5,225.18. The three calls to Ford Customer Service: 1.Call 1 – Opened initial case, told to bring truck for cold start diagnosis. 2.Call 2 – After delivering truck, spent an hour on hold and “updating” records; told CSP couldn’t be located and to call back after diagnosis. 3.Call 3 – After diagnosis, finally told we were ineligible because warranty expired less than 30 days prior; agent and supervisor claimed they could not override the system. At no point during the first two calls did anyone verify our eligibility or warn that warranty expiration would block assistance — meaning we invested significant time, followed Ford’s instructions, and left our truck on a service lot, only to be told we never qualified in the first place. This is an unacceptable breakdown in process and communication.