While driving about 35-45 mph on 1/23/2005, my 2001 F-350 Ford crew cab, 7.3 turbo diesel, 4-wheel drive dually pickup truck came to a sudden stop in the road with a loud explosion. I was able to return home as I was only about 1-1 1/5 miles from my house. While peering under the truck, I noticed a large gaping hole in the gear box on the front axle. It appeared that the explosion occurred inside the gear box housing, blowing a large hole in the metal casing. I contacted Ricart Ford where I purchased the truck and they arranged to have the truck towed.
On 1/25/2005, I received an estimate from Steve Morris, Assistant Service Manager at Ricart Ford, of $3500 to replace the front axle with a used one from a junk yard. At that time I was asked if I had replaced the fluid recently as there were no metal shavings present. I told Steve no and that the truck is used primarily to drive to and from work and to take my children to pre-school. I informed him that I do not haul anything with the truck nor do I go off road. When I inquired about this being a “Ford” problem, I was told that the vehicle was out of warranty and I would be responsible for the entire cost of the repair. The final cost for the repairs was $3478.21 and the cost for a car rental for this period of time was $426.99. (I still have the damaged front axle if anyone is interested in seeing it)
I contacted Ford’s Customer Service Department and was told that they would contact the dealer with my concerns, but it was ultimately up to the dealer to determine if the cost would be covered. Having heard that, I knew what the outcome would be.
On numerous occasions, I requested the name of the Ford representative from Ricart but to no avail. Finally, on 3/2/2005, I received a call from Jeff Penrod, Ford representative. I provided details of the incident and he responded as follows:
• Ford relies on dealers to make decisions in matters like these. There is not enough Ford staff to cover all of the issues.
• The following are guidelines given to Ford dealers:
1. Is there an extended warranty from Ford? Current or expired? Even if it was expired, Ford might help pay for the repairs.
2. Does the car owner go to a Ford dealer for maintenance and repairs?
3. Is the owner related to a political member or family of power/influence? If so, Ford would probably help.
Since I did not fit any of the above categories, I was told that Ford would not help with the repairs. When I asked Jeff if there was someone above him I could contact, he informed me that all the decisions come down to him…that’s why they pay him. Even if it goes to the President, it will come back to him. I asked for Jeff’s phone number and I was told that he does not have a phone and that I could contact him thru the dealer.
Needless to say, I am not satisfied. When I asked the technicians how this could have happened, they had no idea. My belief is that there was a latent defect. How else could this have happened? This truck was made to tow and haul heavy equipment and supplies, of which I did neither. The front end blows out at 51178 miles, but the engine has a warranty of 100,000 miles. It makes no sense. Had this occurred with my wife and 4 year old twins in the truck and the truck veered into oncoming traffic, we would be looking at a different avenue of relief. Ford tough my butt!!
A D V E R T I S E M E N T S
While driving about 35-45 mph on 1/23/2005, my 2001 F-350 Ford crew cab, 7.3 turbo diesel, 4-wheel drive dually pickup truck came to a sudden stop in the road with a loud explosion. I was able to return home as I was only about 1-1 1/5 miles from my house. While peering under the truck, I noticed a large gaping hole in the gear box on the front axle. It appeared that the explosion occurred inside the gear box housing, blowing a large hole in the metal casing. I contacted Ricart Ford where I purchased the truck and they arranged to have the truck towed.
On 1/25/2005, I received an estimate from Steve Morris, Assistant Service Manager at Ricart Ford, of $3500 to replace the front axle with a used one from a junk yard. At that time I was asked if I had replaced the fluid recently as there were no metal shavings present. I told Steve no and that the truck is used primarily to drive to and from work and to take my children to pre-school. I informed him that I do not haul anything with the truck nor do I go off road. When I inquired about this being a “Ford” problem, I was told that the vehicle was out of warranty and I would be responsible for the entire cost of the repair. The final cost for the repairs was $3478.21 and the cost for a car rental for this period of time was $426.99. (I still have the damaged front axle if anyone is interested in seeing it)
I contacted Ford’s Customer Service Department and was told that they would contact the dealer with my concerns, but it was ultimately up to the dealer to determine if the cost would be covered. Having heard that, I knew what the outcome would be.
On numerous occasions, I requested the name of the Ford representative from Ricart but to no avail. Finally, on 3/2/2005, I received a call from Jeff Penrod, Ford representative. I provided details of the incident and he responded as follows: • Ford relies on dealers to make decisions in matters like these. There is not enough Ford staff to cover all of the issues. • The following are guidelines given to Ford dealers: 1. Is there an extended warranty from Ford? Current or expired? Even if it was expired, Ford might help pay for the repairs. 2. Does the car owner go to a Ford dealer for maintenance and repairs? 3. Is the owner related to a political member or family of power/influence? If so, Ford would probably help.
Since I did not fit any of the above categories, I was told that Ford would not help with the repairs. When I asked Jeff if there was someone above him I could contact, he informed me that all the decisions come down to him…that’s why they pay him. Even if it goes to the President, it will come back to him. I asked for Jeff’s phone number and I was told that he does not have a phone and that I could contact him thru the dealer.
Needless to say, I am not satisfied. When I asked the technicians how this could have happened, they had no idea. My belief is that there was a latent defect. How else could this have happened? This truck was made to tow and haul heavy equipment and supplies, of which I did neither. The front end blows out at 51178 miles, but the engine has a warranty of 100,000 miles. It makes no sense. Had this occurred with my wife and 4 year old twins in the truck and the truck veered into oncoming traffic, we would be looking at a different avenue of relief. Ford tough my butt!!
- Dan D., Millersport, OH, US