This is description of what has happened to me with my 1998 Ford Explorer.
I brought it to Bill Currie Ford for a transmission fluid change, fuel rail flush and transfer case fluid change at the end of May 2001. I dropped it off early on Thursday and used their shuttle to get to my workplace. I had to rely on the shuttle to get me to and from work that day.
After they flushed the fuel system, changed the transmission and transfer case fluids, Bill Currie Ford ran my VIN through their computer system to see if any recalls applied to my Explorer. This revealed several recalls one a mandatory recall and one voluntary recall.
The mandatory recall involved the throttle body and intake manifold. Doing my own research, I discovered that due to manufacturing tolerances it could have stuck in the closed position. They replaced these items and proceeded with the voluntary recall.
This involved the cam shaft tensioners on my V6 4.0L Engine. My service advisor never called to let me know that they were doing anything other than the fluid changes and flushes. I called them to discover that they would not be returning my Explorer that day. Apparently they did not have the part to replace the tensioners and would need to keep it overnight until they could get the parts in the next day. I asked how I was to get home and to work the next morning because they had my Explorer and I used their shuttle to get to and from work. I was reasonably sure the fluid change would not take more than a day to complete! My service advisor offered a rental car for ONE DAY ONLY! I had no choice but to accept because my engine was still in pieces in their shop. Unfortunately the rental was a Ford Focus--the Dealer only offered $25.00 for the car. I am luck the Enterprise dealer is right on Bill Curie's lot( I needed them a lot).
The next day, Friday, I was driving the Focus to and from work expecting to be driving my explorer that weekend to haul ladders and stuff around on on Saturday and Sunday. I contacted my service advisor after lunch and was told that the head cracked while they were replacing the tensioners and they needed to keep the car another day. I was still in the tiny Focus and complained to my service manager that by no fault of my own I was being deprived of the use of my larger Explorer which purchased because I do not like small cars. I was advised that they could not do anything about the larger rental, I would have to pay the difference. She also advised that my Explorer would be ready by 1:00PM on Saturday.
I sucked it up and drove the Focus for half a day, delay all my morning plans for hauling, because I was assured that it would be done.
When I arrived at the dealership to pickup my Explorer at 1:00PM, I was advised that there were unusual noises coming from the engine and because the mechanic working on my Explorer did not work until Tuesday, I could keep the car until then. At this point I asked to see talk to the service manager about my situation. Mark Wilte was understanding that I needed to use the Explorer and the fact that it still was not done, he authorized an upgrade in the rental to an Explorer, but only until Tuesday! Enterprise Rent-A-Car was understand and they had one on hand. The only problem was that it did not have a roof rack to put the ladder on. I gave up the idea of transporting the ladder and hauling stuff to the dump that weekend.
Tuesday rolled around and I received a voicemail on my phone stating they had to replace the entire engine. This would take 4-6 weeks to get the engine in. My advisor also said in the message that I would have to return the Explorer and go back down to the Focus again, that they could not authorize the larger vehicle for 4-6 weeks. I complained and went to the dealer and was told that I could keep a Focus or pay the difference for the Explorer. I took the Focus and called Ford Customer service. After discussing my case with them, they authorized a "equlivent" size vehicle for a total of $500.00. I was advised that I would have to pay any additional cost incurred over the $500.00. I told them that because to the fact that all of this was Ford's doing that I would pay for nothing on the rental car--even if it went over $500.00. Unfortunately it was now Memorial Day weekend and Enterprise was all out of Explorers, so I accepted a Taurus. Not quite an Explorer , but bigger that a Focus.
After several days I tried to get Ford to speed up the engine replacement process, but I was told I would have to wait the 4-6 weeks. After the engine was replaced I started to experience an vibration in the floor boards and a loud noise every time I was between 2500-3000 RPMS.
This was diagnosed as acceptable by the Bill Curie Ford mechanics. At one point in time the mechanic Todd, told me the noise was the air tumbling down the new plastic throttle body and intake manifold. It was "tumbling" causing the noise and vibrations. He even tried to isolate the accelerator peddle by wrapping the cable in foam tape to prevent the cable from transferring the vibrations.
After several visits spanning 3 months and "hundreds of man hours" the Service Manager John agreed replace the engine because I maintained that there were no vibrations or noise with the old engine. He advised me that the problem could still be in the new engine as well. I accepted that fact, but told him that it would only prove that the engine had problems--not the rest of the Explorer.
After the second new engine was installed, I had to return the same day because the right motor mount was not tightened properly. Within a week, I was back in the dealer with no coolant in the engine. My service advisor, Lisa told me the leak was caused by a "weak hose clamp." The clamp was replaced and coolant was added.
At this point in time I was fed up with the problem and asked to see the Field representative for Ford. I was told he had been contacted and it could take a couple of weeks for him to arrive. After about four weeks, I called and was told he was coming the following week.
The Field Representative diagnosed the problem as "Normal Operation." According to Mark, the Service Manager, the problem was in the engine and there is nothing that could be done to fix the problem. He also stated that he was going to drop the transmission and torq converter to completely isolate the engine. The was done and I was told that the problem still was apparent. This diagnosis and transmission removal/reinstallation only took 4 days--in on Wednesday, out on Saturday. The problem was there and I think it is getting worse now happening more frequently at 2500RPM.
The following week while driving around town I noticed a knocking noise coming from under the car and made and appointment for the following Saturday to have the problem fixed. It turns out that the dealer decided to change the catalytic converters while they had my truck in for service. When they reinstalled the exhaust system in the truck, it was reinstalled with the hanger in the back of the truck against the frame of my Explorer. This metal upon metal contact was what was causing the knocking noise. The tech's solution was to slit a piece of hose and wrap it around the hanger between the frame and the hanger. It is being held in place by plastic zip ties. They did not solve the problem of the vibrations, they just temporarily isolated the noise.
After the dealer I went to get my tires balanced and rotated. When I pulled into the tire store, a big puff of white smoke billowed from beneath my Explorer. When it was on the rack I noticed that there was an oily fluid dripping from the transmission/engine. It apparently has been happening for a some time because the catalytic converter was covered in a oily sludge.
I drove right back to the dealer and the tech put it back on the rack to look at the problem. He diagnosed the problem as a leak in the seal around the dipstick tube where it enters the transmission housing. He stated "we have had it out so many times , he was not surprised that it was leaking." After about 90 minutes he had the problem 'fixed.' He claims that it was a design problem with the tube that it was only help in place by cheap sealant. Todd solved the problem by using an Epoxy to seal the dipstick tube in place. After cleaning up and road testing my Explorer they said the leak was fixed.
I asked about some fluid on the front differential, and was told that that was not from the transmission, but was coming from the differential. Todd dismissed the problem and thoroughly cleaned the bottom of the engine and transmission to removed the residue from the leaking transmission fluid.
I advised the Tech, Service Advisor and Service Manager that I was taking a trip in two weeks and needed to advise them that because of the severe resonance occurring around 2500RPM, I was afraid the engine would not survive the 20 hour roundtrip journey. I was told by all three people that the engine would survive and nothing would happen. The tech even went so far as to advise me "the engines are designed to operate under those conditions." His advise to be about the noise/vibration is to not drive in the range that the noise is present. So--obviously, I can not drive my car at about 55MPH with out the noise and vibrations being constant. Nice to have an Explorer that I was advised to not drive at 2500RPM!
All that occurred on Saturday, it is now Tuesday of the following week, just 3 days later, I checked under the Truck and the transmission leak is back. I have to go back to the dealer again for the 5th time due to workmanship issues relating to the work done on my Explorer by Bill Currie Ford!!!!!!!!!!
1. Motor mount left loose when second engine was installed.
2. "Weak clamp" on the coolant hose only about one week after second
engine was installed.
3. Exhaust hanger knocking against the frame.
4. Transmission leak (first time).
5. Transmission leak (second time). Also to have the exhaust hanger
fixed properly, and have the differential leak checked out.
