Ford / Fidelity Warranty Services
Failure to honor warranty

On November 18, I took my 2007 Ford Expedition EL to my local Ford dealership as I was having a strange noise in the engine compartment. The service department called me later that same day and advised that I had a "warped" intake manifold and they had called Fidelity Warranty Service (I have an extended warranty) who advised that they would not cover the manifold issue as the only way to warp a manifold was by overheating and they did not cover overheating issues. My dealership advised Fidelity that my vehicle had no history of overheating, no instrument warning lights and the computer diagnostic showed no evidence of any overheating or overheating type occurrences. Fidelity still refused to cover the repair stating that overheating is the only way this issue can occur, period. I have had two separate Ford dealerships and one independent mechanic look at my vehicle as well as run diagnostics on it with the same results. No event of it ever overheating. This a written quote from the Ford mechanic: "I've done this a long time and have never heard of a warped intake manifold. Had the engine overheated. There would be a code stored in the computer of an over heat condition. If the vehicle over heated, again, not something you could have caused - either a stuck thermostat or low coolant level caused the over heat condition. Nothing you could have done but if you had low coolant, it would have been caused by a failed gasket which most warranties cover. I recommend calling the ford customer relations. If you have your owners manual, the 800 number is in it or call your warranty company"

My local dealer advised me today that it was a weakened metal issue. A second call to Fidelity was met with the same reply, overheating is the only way this issue can be caused, and it will not be covered. I tried explaining to the Fidelity representative on the phone that I had spoken with the Ford mechanics in length about this issue, they advise that there are several ways for this to occur. Broken bolts, improper torque of the bolts as well as shifting of the intake. When I requested an "adjuster" to inspect my vehicle I was told no, and when I asked about arbitration procedures, I was told "read your contract". I have three independent mechanics advising me that my vehicle has never overheated and a phone representative saying it has without ever looking at my vehicle or offering a solution. I paid $1800 for a warranty that they are now refusing to honor.

Company: Ford / Fidelity Warranty Services
Country: USA

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