I’m hoping someone familiar with Ford warranty/customer care or dealership operations can point me in the right direction, because I seem to be stuck between the servicing dealer, Ford Customer Care, and my local selling dealer.
I have a 2025 Ford Explorer with roughly 10,000 miles on it, so it should still be well within the New Vehicle Limited Warranty. I also have an 84-month/125,000-mile wraparound service contract, although my understanding is that the factory warranty should be primary for whatever is happening here.
Here’s the timeline:
Friday, August 28:
My family and I were driving from Utah to Las Vegas.
During the drive, the Explorer developed what felt like an engine misfire/shudder under certain acceleration. Gradual acceleration could make it shake badly, while moderately harder acceleration sometimes smoothed it out.
As the trip continued, the A/C also began struggling and eventually stopped cooling properly.
We called Ford dealerships along our route trying to find somewhere that could look at it, but everyone was booked.
We managed to make it to Las Vegas, but once there the symptoms got worse. The vehicle began:
- rattling/shaking very hard in Reverse,
- struggling to engage Drive after being parked or after reversing,
- behaving especially badly when trying to engage a gear on an incline.
At that point I was no longer comfortable trying to drive it 300+ miles back home.
Saturday, August 29:
The Explorer deteriorated to the point that it had to be towed into a Ford dealership in Las Vegas.
Because my family still needed to get home to Utah, I asked about a loaner. The Las Vegas dealer said their loaner could not be taken across state lines, so we had to rent a vehicle ourselves to get home.
I called Ford Customer Care after the vehicle was dropped off and opened a case.
Customer Care told me rental coverage/authorization would need to involve the servicing dealer.
Unfortunately, the service manager wasn’t available.
After the weekend:
We made it home safely in the rental.
I then received an email from a Ford Proactive Roadside Dealer Advocate saying they had been notified that my vehicle was at the Las Vegas dealership and that they would work directly with the service team and me during the repair.
That created a second Ford case number, separate from the original Customer Care case.
I emailed the assigned advocate, explaining:
- We had been stranded 300+ miles from home,
- The Explorer had to be towed into the dealership,
- We had to rent a vehicle to get home,
- I wanted to know how to make sure the rental was covered,
- I still needed transportation after returning the rental,
- And I wanted to know what options existed for getting the Explorer back to me in Utah once repairs were completed.
I received no response.
I called the advocate. No answer.
I also tried reaching the servicing dealer for an update and got nowhere.
Since I had already returned the rental and was now in Utah without a vehicle, I contacted my local Ford dealer to see if they could provide a loaner while my Explorer remained in Las Vegas.
They were sympathetic and said they might be able to help with a loaner, but they were unsure how to handle it when the actual repair order is at another Ford dealer in another state.
They referred me back to Ford Customer Care for coordination.
I called Ford Customer Care again.
They updated my file and said they would contact my assigned advocate and have them reach out to me.
Still nothing.
Wednesday, September 2:
The Explorer has now been at the Las Vegas dealership since Saturday.
It was towed in as an inoperable vehicle, and I still have:
- no diagnosis,
- no repair estimate,
- no meaningful status update,
- no confirmed rental authorization,
- no local loaner,
- no instructions for reimbursement,
- no explanation of how the vehicle gets back to Utah after repair,
- and no contact from my assigned Ford advocate.
I called Ford Customer Care again today.
Again, they updated the file and assured me they would contact the assigned advocate and have them reach out.
I also called and reached out to the advocate myself.
Still no response.
The only transportation information I’ve received has been vague references to approximately $40/day rental reimbursement, but nobody has been able to clearly tell me:
- who is authorizing it,
- whether it is coming from Ford or my third-party service contract,
- when coverage starts,
- how long it lasts,
- what rental company I need to use,
- whether prior authorization is required,
- or how reimbursement is submitted.
The $40/day number especially confuses me because my separate wraparound contract does include a $40/day substitute transportation benefit, but it also excludes repairs covered by the manufacturer warranty. Since this is a nearly new 2025 Explorer, I would expect Ford’s factory warranty to be primary.
At this point I’m not trying to bash Ford or the servicing dealer. I genuinely cannot figure out who is supposed to own this situation.
The Las Vegas dealer has my towed-in, inoperable Explorer.
Ford Customer Care has my case.
Ford assigned me a Proactive Roadside Dealer Advocate.
My local selling dealer may be willing to help with a loaner but says Ford needs to coordinate it.
Everyone I actually manage to speak with seems to point me toward someone else.
For anyone who works at a Ford dealership or has dealt with something similar:
Who at Ford can actually authorize transportation when the repairing dealer is in another state?
Can Ford coordinate with my local dealer to provide a loaner even though the repair order is at another dealership?
Is there a specific escalation department above normal Customer Care when the assigned case manager is not responding?
Once the Explorer is repaired, is getting it back from Las Vegas to Utah entirely my responsibility, or does Ford ever assist with returning the vehicle in situations like this?
And at what point should I be escalating with the servicing dealer itself due to the lack of diagnostic progress?
I have both Ford case numbers, rental receipts, the repair information, and all of my warranty paperwork. I’m just trying to figure out the correct escalation path instead of making the same phone calls over and over.
EDIT/UPDATE: They found the issue.
It was, and I quote, “severe scoring in cylinder 1.”
The dealership is still a little stumped as to the exact cause. The theories they mentioned ranged from a piece of slag/debris getting left inside during manufacturing to a piece of the spark plug breaking off and ending up in the cylinder.
Either way, the engine is being replaced completely.
They said the current ETA for the replacement parts is about 4 days.
I also finally heard back from my Ford Proactive Roadside Dealer Advocate this evening by email. Ford is covering $40/day toward a rental, which, unfortunately, is only about half the cost of the cheapest rental I can find once insurance is added, but at least I finally have a concrete answer.
The good news is that they also confirmed they will coordinate getting the vehicle back to me in Utah once the repairs are completed, so that part is no longer hanging over my head.
I do still have some follow-up questions about the rental coverage and how long it will remain authorized. My assigned advocate is unavailable again, so I’m currently on hold with Ford, trying to get clarification from someone else.
As of writing this, I’ve been on hold for about 65 minutes.
So overall: yay, actual progress and actual answers. We now know what failed, we know the engine is being replaced, and we know Ford will coordinate the vehicle’s return.
Now I just need to figure out the fine print on the rental without aging several years while listening to hold music.