New Owner in Need of Advice Desperately!

[BobbyG]

Hey All! I posted here since I knew this would show as my first post. I'm new to this forum but not new to the internet and other forums. However, I think I have exhausted my efforts in researching my issue and am reaching out to the folks here. That said, here's my story as succinct as I can make it:

 

I purchased a factory certified pre-owned 2013 Ford Edge SEL AWD (with leather and NAV) on June 18th from a local Ford dealership (Hampton Roads, Virginia area). It had 23,093 miles the day I drove it off the lot. Good condition (seemingly), low mileage, good price. The Car Fax shows that the dealership bought it from a NC auction from a lease return with no issues. They intended to resell it as a used vehicle. Let me reiterate...it was a factory certified pre-owned vehicle. To date, I've had to return it to the dealership 6 [repeat] 6 times for the Check Engine Light illuminating -- every time associated with the EVAP system. I've also had them fix a few minor issues but the major issue has remained consistently the CEL and the EVAP system. As of today, I'm in my 6th rental/loaner as the dealer attempts to fix the issue. The dealer has been in possession of the vehicle longer than I have. With the latest incident, I dropped it off last Wednesday. I received one status update from the dealer on Friday. After incident #5, I contacted the Ford Customer "Relationship" Center and was belatedly put in touch with the Regional Customer Service Manager. After expressing my discontent at the situation, I was assured they would do everything in their power to remedy the situation. Last contact was July 12th. So my question is, what do I do next?

 

I have done the research and the VA state lemon laws don't apply. I'm in a legally binding contract with the dealer for this vehicle which is on an extended 12 month/12K mile warranty (factory certified pre-owned) giving the dealer every legal right to continue attempting repairs on it. My next step(s) in my mind are a.) hiring an attorney (for which I'd rather not pay); b.) contacting some local dealership owners I'm familiar with (GM dealers who's children my wife once taught in high school) to get their advice; and c.) going to the local news station's consumer assistance lines. I'm reaching out here to see if there are any subject matter experts that could provide advice. Any and all such thoughts and advice would be GREATLY appreciated in this matter. While I'm enjoying driving the rental 2016 Ford Expedition Limited I was provided, I'd rather not be making monthly payments on a vehicle I'm not driving! Thanks in advance.

 

v/r

 

Bobby G.

[akirby]

Can't you take it to another dealer if its a Ford warranty?

Edited August 24, 2016 by akirby

[BobbyG]

akirby,

 

I absolutely can. That was a choice during my last interaction with the regional CSM...to take it elsewhere or to allow current the dealership a last opportunity for a fix. They're in "discussions" with the Ford Hotline. Looks like I chose wrong. I'm just amazed that it's had six check engine lights in less than seven weeks...with 23,100 miles on it.

[Waldo]

It hasn't had six check engine lights, it's had one and they've unsuccessfully tried to fix it 6 times. This is purely an issue with your dealership, they obviously don't have the skills to fix it. Take it somewhere else, get it fixed correctly and be happy!

[BobbyG]

That's a great perspective Waldo...I had certainly not thought about it that way. That will be my new strategy once I hear back from the current dealer and the regional CSM. Thanks!

[jmr061]

On the paperwork there has to be some detail as to the code(s) it is throwing etc. Tell us what they have "diagnosed" and done.

[BobbyG]

Will do tonight when I get home. I know they have all dealt with the Evap system but for the exact codes I'll need to look at the paperwork.

[BobbyG]

Here's what I can make out of the various repair invoices:

 

Vehicle purchased 18 Jun 16.

 

22 - 24 Jun: 23340 Sticking Fuel Inlet Door 0.50 Retrieve DTC's, Found P0456 (very small EVAP leak) found fuel inlet door, cleaned and lube door and clear codes.

 

25-28 Jun: Exhaust tips are uneven ck and advise -- sublet for exhaust repairs (exhaust bent at muffler inlet); replace fuel filler tube 0.80 road test, verify concern, IDS DIAG, Found P0456, replace fuel filler tube as per TSB #13-2-2, cleared codes and retest

 

1 - 5 Jul: Diag replace EVAP purge valve; 5055 ISP; 1 AU5Z*9C915*B Valve Assy; Check Engine Light 1.00 Replaced purge valve on intake side and tested EVAP system then reprogrammed PCM

 

11 - 15 Jul: Check Engine Light coming on 1.60, Checked codes and found P0456 returned, smoked tested EVAP system for small leak, found EVAP vent valve not closing completely, replace EVAP vent valve and restock test the EVAP system did not find any other leaks, vehicle has been driven on several trips to verify repair for a total of 136 miles logged. No code returned as of this time. Complete.

 

18 Jul - 3 Aug: Lots of words here. The most significant are as follows: Cause: 12650D EEDC System Diagnosis - (Quick Test) - L 14040 WF (More words -- I can take a picture and send). Carbon canister from vent solenoid leaking. Installed hose clamp and retested area soaping it several times, also performed EVAP test with IDS and system passed. Unrelated to this issue, on this visit the dealership added "Vehicle intermittently will not start first time turning key." More explanation here ending with "Replaced switch and housing assembly. Reassemble and retested all operation is now normal".

 

17 Aug - Present: Turned in vehicle back to dealership with 6th CEL. Was updated on Friday, 19 Aug that it was a reoccurrence of the EVAP codes and they were having difficulty getting advice back from the Ford Hotline. The 19th was my last contact with the dealer. August 12th is the last contact I've had from the Ford Regional Customer Service people.

 

Any advice anybody could provide would be greatly appreciated!

 

v/r

 

Bobby G.

[jmr061]

Well I will say that for issue #1, the P0456 code they should have immediately performed the TSB instead of waiting for round 2. Other than that quick overview looks like they are certainly attempting to correct the issue rather than blow it off. EVAP stuff can be tricky to nail down sometimes.

[BobbyG]

Well I will say that for issue #1, the P0456 code they should have immediately performed the TSB instead of waiting for round 2. Other than that quick overview looks like they are certainly attempting to correct the issue rather than blow it off. EVAP stuff can be tricky to nail down sometimes.

 

jmr061,

 

Thanks for the words. Makes me feel better...I think. My lingering question is, should this issue be expected with a 3 year old, factory pre-owned certified Edge with 23,100 miles on it? I've driven 6 other Ford loaners and/or rentals throughout this saga (3 X Explorer, 1 Edge, 1 Fusion and 1 Mustang) and not a one as exhibited this same issue. The rentals (the current Explorer Limited I'm driving and the Edge Limited) were newer but the loaners were used vehicles for sale on the dealer's lot with similar mileage/useage. And I'm not new to Fords...my wife is currently driving a 2003 Expedition with 169,000+ miles on it that she won't give up until it needs towing to the junk yard.

 

v/r

 

Bobby G.

[jmr061]

Anything can happen to any vehicle. Its just the luck of the draw. I would say they certainly are making a concerted effort to fix the vehicle...of course I am looking at it from the outside with only limited information. You could have a vehicle with an odd quirk or perhaps even though they are giving good faith effort to repair it, their mechanical and troubleshooting skills are lacking. Hard to say for sure. Ultimately you need to sit back and take all things into consideration and decide your next step,

 

You are fortunate to a certain extent with your loaner. While it may not get as good as gas mileage it def. is a nice vehicle. Many dealers would stick you with some 15 year old piece of junk...

[junehhan]

Yup. Some of this stuff can be very tricky. I do not see any evidence that they are not doing everything possible to make you happy. With the hotline now on it, they should be getting people on the team that have seen stuff like this repeatedly.

[BobbyG]

Thanks for the words...it helps to maintain perspective and patience. I'm a fairly recently retired AF pilot and I understand the maintenance challenges of chasing gremlins in a bird. However, 6 "Red X's" in 6 weeks on a bird for the same system/issue would've prompted an engineering assistance request and a depot team to fly out! As for the "hotline" being on it, I hope you're right junehhan...they were on it the last instance as well. In any event, thanks again for reaching out!

[BobbyG]

UPDATE: My Edge is still at the dealer. For some time, the service department was having trouble getting a response from Hotline. Then, I was notified that a Field Service Engineer was being dispatched to assess the issue. Initially, it sounded to me as if said FSE would've be there in the next day or two. Turns out it can take 10-14 days for that to occur. In the meantime, the dealer has been doing other Hotline recommended tests and have since replaced a fuel tank pressure sensor. Updated from the dealer yesterday (3 weeks to the day without my Edge) that there's still no word on the FSE appearance. On a positive note, the 2016 Ford Explorer Limited I have as a rental (not a loaner but a rental from Enterprise) is a pretty sweet ride! On a negative note, got a citation in it on Tuesday for speeding!

[junehhan]

...

Edited September 8, 2016 by junehhan

[PaulSchott]

Another malfunction! Speedometer calibration must be off.

Seriously, I'm sorry to hear about the repeat problem. Once it's fixed you will love your Edge.

If this drags on would you consider asking the dealership for an equal trade? I would insist on using the car for a couple of weeks to be sure it's what you expect.