Motor Mount

[Nazak2009]

Hello All,

I have had my Explorer since July and took it in today to the dealer for two issues. A high pitch noise that is going on when the vehicle in P and in sport mode. And a clunking noise underneath the driver floorboard. I thought the clunking problem was very similar to many others on this forum that are having issues with the exhaust flex pipe.

I got a call later today that the dealer was not able to find the issue with sport mode but think they found the issue with the clunking. My motor mount bolt on the driver side was installed incorrectly/sideways and the nut was not threaded completely (maybe two turns on the bolt). They say that they can not separate the two pieces since the bolt was "impacted incorrectly" (they think) and have to replace the entire motor mount....... Well they are not expecting to get the part till late November/early December! I am quite frustrated about the situation but understand the issue with the delay in parts.

Going back to the dealer tomorrow to get my loaner for the next month and talk with them about the transmission noise. Will keep you posted and hopefully this will fix some of the issues.

 

[Odin]

Ouch. Hope they get you into a decent vehicle for a loaner. Local dealer has a 2015 Fusion base model as their loaner and I'd be PISSED if they tried to put me in that for a month.

 

[Nazak2009]

Ok guys I apologize for being behind. I have had a rough past few weeks with Ford. Went to the dealership on Saturday Halloween day to talk about a rental. Well just my luck they did not have one and the hertz they rent through didn’t either. They said sorry. That’s it....not hey can we get you in a demo model or call another hertz till we get a rental lined up. Needless to say we where very frustrated.

They said we will try again Monday November 2nd and see if any cars come in. Monday comes and goes no rental, Tuesday no rental, Wednesday no rental, you get the point. Wednesday we had enough we reached out to Ford customer service. Well it takes them one business day to set you up with a representative so again another day with out anything. Come Thursday a representative calls said that they apologize for the issue but could not do anything and would keep updating us until either the part or a rental would become available.
I informed them we need to come up with some solutions and that this is unacceptable. We need to look at payments being covered and or buy back options. She informed me we can do that but the process takes 5 business days.

I started calling around other dealerships to see if they had loaners and I could pay to get my car towed to their location. One dealer informs me call all the hertz and see if they have a Ford. If they do they can bill the dealership. Well Friday morning first hertz I call they have one fiesta. Within 5 mins he says already have billed them come on up and pick it up. Hertz got me into a car faster than Ford could for 7 days.
The representative calls that same day. She says she called the dealer and they still have no rental. I informed her that I had to do their job and get myself a rental. She asks me if I would like to talk with her supervisor that same day (Friday) I say yes please. No call from the supervisor. I inform her and she says Monday morning first thing.
In the mean the dealership calls me to inform me that they had a returned rental. We go to pick it up Monday. It’s a 2020 Ford F-150 with 18 miles on it....... sure sounds like a returned rental.

Monday comes and go no call. I inform her again and get an immediate call. Finally a supervisor!! I have to explain the whole situation because she said she was told to contact me and hasn’t read any of my file. She said this was unacceptable and would work with my representative to talk with financing about my buy back.
My representative reaches out to me a couple days later to inform me that my buy back was not approved due to it being a repairable fix. I inform her that her supervisor was looking into the situation and would find a way to ensure I get a buy back. She said apologies I did not communicate with her..... she said she will have to talk with her and will get back with me. Two days later she then calls to inform me that she spoke with the supervisor and will look at the buy back process again. But it takes 5 more days.... so have to wait again.

About three days into I get a call from a customer service manager informing me that said was informed about my case and for me to understand that the manufacture warranty is there for a reason and to allow Ford to do their job and fix the problem. That I am asking to much and that a rental car is a curtesy not a privilege. She said for me to call her if I do not like the terms of the second buy back options and that I have to allow them to do their job and to fix the problem even if it’s a month before I see my vehicle.

Come to present day. The dealership informed me that my vehicle is ready to be picked up. And that it is now “drive-able”. Not the greatest way to say we repaired your vehicle to the safety standards that it needs to be at.

The same day I get a call from the representative that the buy back was again denied as the vehicle was very close to completion...... they sure don’t communicate very well.
I feel this has been a very poor execution on Ford. My wife is not one bit comfortable yet to get into the suv. And to be honest I am a bit worried on what other damage had been done with the bad motor mount. They offered an extended warranty in the end but again I feel like they just brushed a major issue aside.
I would say to all the explorer owners who hear a noise in their driver seat area to ask the dealer to check the motor mount. This may be a multiple car issue and I wouldn’t want anyone to get hurt.

 

[zdubyadubya]

man. that sucks. Please keep us posted on if the vehicle is "fixed" or not.

The dealership model in this country is so very broken. Its amazing that two buyers after the same vehicle can have such drastically different experiences. My dealer basically gave me Bentley levels of concierge service when buying, has been checking in on me and making sure I'm happy since the purchase, love talking about the mods I've done, and even bumped me to the front of the line when I went in for an oil change. I have been one of the few with ZERO issues or hiccups on my particular build but I have no doubt they would jump if I needed them to. It truly sucks that such a hopefully exciting purchase has turned into that for you. I would try and see if you can find a non "chain" dealer around you to go to once this particular issue gets resolved. That is of course if you don't end up doing a buy back.

 

[Nazak2009]

Have driven my explorer around for the past couple of weeks. I am pleased to say that the clunking noise underneath the vehicle is gone. It’s amazing how even having a rough experience with Ford that when you get back in the vehicle you purchased how you fall back in love with it. And man is it a treat to drive.

After reading the step by step process of what the dealership had to do to fix and remove the motor mount bolt I am amazed that the issue wasn’t worse. They described having to lower the whole sub frame as low as possible removing the cat and torching the motor mount bolt.

Sadly now I am back to looking at making the explorer even more fun with mods and upgrades. And am excited and amazed with what you guys have done to some of yours!

 

[kkriskal]

Have driven my explorer around for the past couple of weeks. I am pleased to say that the clunking noise underneath the vehicle is gone. It’s amazing how even having a rough experience with Ford that when you get back in the vehicle you purchased how you fall back in love with it. And man is it a treat to drive.

After reading the step by step process of what the dealership had to do to fix and remove the motor mount bolt I am amazed that the issue wasn’t worse. They described having to lower the whole sub frame as low as possible removing the cat and torching the motor mount bolt.

Sadly now I am back to looking at making the explorer even more fun with mods and upgrades. And am excited and amazed with what you guys have done to some of yours!

Oh great, congratulations on getting your issue fixed.

 

[Brucecris]

How about the sport mode noise? I’ve experienced the same. Still unresolved.


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[Nazak2009]

Dealership tells me it’s common in all the explorers for that mode. They test drove two ST models and say it does the same. I don’t know, sounds different to me. I know the transmission works different for each mode but this is distinct to only the sport mode. Not sure. I have to take it in as the middle seat air vents doesn't blow hot air. I’ll ask again on more info why they make this noise.