Dealer refusing to refund CV axles under 25N09

[Maverick_Dad]

You've got a 2023, this program does not apply.

HRG

Still under warranty though

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[icegradner]

Still under warranty though

This post is about a specific customer satisfaction program, for 2022 Mavericks.

If you replace the axle on your own, for a 23, with a different one than what came factory, warranty or not you are on your own.

 

[dalola]

The problem is that he did it as a DIY. Ford would only credit a previous dealer repair, not a DIY. This is why his best recourse is with the dealer, NOT Ford. He just needs to climb the ladder. And he has a '22, not a '23, per his profile.

 

[Hot Runr Guy]

He says he has a 2022.

I was responding to Maverick Dad, who's profile shows a 2023.

HRG

 

[Sticks]

I was responding to Maverick Dad, who's profile shows a 2023.

HRG

Oops!

 

[Whlsdn]

I was excited when I received the letter for Customer Satisfaction Program 25N09 hoping to get a refund. I was excited to see them acknowledge there is a problem with the original CV axles and try to make it right.

Mine went out right when my daughter needed to take it to college so I didn't have time for the dealer to fix it and since I was doing it myself I didn't want to install the same TRASH axles and have to fix it again in 15-20k miles so I installed Tremor CV axles.

The Tremor CV axles are way better! Smooth as silk now and I think they will last much longer.

When I went to get a refund they are refusing to issue any refund because I choose to use the more expensive and better parts.

So I said fine, just refund me the price of standard crappy CV axles but they said they can't. "The part number on the receipt doesn't match the covered part on CSP 25N09"

I'm so frustrated! They know it had defective axles. I bought genuine Ford parts from the same dealer I bought the truck, and they say they can't do anything because I bought the higher quality part!

What can I do? Is there anyone at Ford I can contact or email? Does anyone have an email address for someone at Ford? This feels totally unfair!

One's choice of dealership is a crap shoot, and a new vehicle purchase process does not always expose the real nature of the company. Sorry to hear you got one of the crappy dealerships, but I'm afraid Ford as its share of them. However, I'm still feeling positive enough about Ford that I'm hopeful if you keep digging there you will connect with someone willing to intercede for you.

Hopefully, you'll keep us informed. And really, I'm not much for bad-mouthing businesses openly, but in such a case as yours, if your dealer does not relent, the right thing to do is share that dealership's name among Ford-faithful. I believe such blood-suckers are to be avoided like the plague or a Pharma solution like Thalidomide.

 

[Grabber Rick]

If I need cv replacements I will have a Ford dealer do it. I will also request the tremor cv axles stating I will pay the cost difference. There will be no difference in the time and labor cost.

 

[Mavster Mechanic]

I was excited when I received the letter for Customer Satisfaction Program 25N09 hoping to get a refund. I was excited to see them acknowledge there is a problem with the original CV axles and try to make it right.

Mine went out right when my daughter needed to take it to college so I didn't have time for the dealer to fix it and since I was doing it myself I didn't want to install the same TRASH axles and have to fix it again in 15-20k miles so I installed Tremor CV axles.

The Tremor CV axles are way better! Smooth as silk now and I think they will last much longer.

When I went to get a refund they are refusing to issue any refund because I choose to use the more expensive and better parts.

So I said fine, just refund me the price of standard crappy CV axles but they said they can't. "The part number on the receipt doesn't match the covered part on CSP 25N09"

I'm so frustrated! They know it had defective axles. I bought genuine Ford parts from the same dealer I bought the truck, and they say they can't do anything because I bought the higher quality part!

What can I do? Is there anyone at Ford I can contact or email? Does anyone have an email address for someone at Ford? This feels totally unfair!

Do you have the old ones lying around by chance?

Your ace in the hole may be to present the old ones in EXCHANGE for new ones.

Straight swap.

Then you sell the new ones.

You have to PROVE you were harmed to make a warranty claim.

I mean really, MAYBE you just replaced them just because?

It's on you my friend to produce the old ones.

How much dough are we talking about anyway? $$$ ???

 

[sajohnson]

I read through the 25N09 documentation. It does state that ford will refund the costs of the repair if it was done before the document was issued. Unless I missed it, it does not specify that the exact same CV axles must be used as the replacement. After all, how is the customer going to know in advance of this program that the same CV axles were required.

And any astute customer would prefer not to replace a defective CV axle with another known defecting part number.

With that, you certainly fall within the parameters of the program and are entitled to a refund for the parts you bought. You do need to go to Ford for this and you need to be methodical and talk to a human. Have the 25N09 documentation in front of you so you can help the poor Ford customer service rep wade through their paperwork.

Good luck, don’t give up.
Bob

Agreed. From Google:

"Owners who paid for a qualifying repair before the program was issued can seek a refund from Ford."

That's how it should be handled. It would not be right to penalize owners who were forced to have the repair done before the recall came out.

This same issue came up with the faulty chassis/starting batteries. Owners that had to replace their battery before the recall was in effect were reimbursed by Ford.

At a bare minimum, the OP should get a refund for the typical parts and labor charge.

From the Ford letter:

Have you previously paid for this repair?

"If you paid to have this service done before the date of this letter, you may be eligible for a refund. Refunds will only be provided for services related to repair description. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer before October 31, 2025. To avoid delays, do not send receipts to Ford Motor Company."
https://dot.report/bulletins/MC-11023857-0001.pdf

 

[Mavster Mechanic]

Oooof. What about that cutoff date?

 

[sajohnson]

Oooof. What about that cutoff date?

Good question. IDK. Maybe there is a more recent letter?

 

[idahofarmboy]

Do you have the old ones lying around by chance?

Your ace in the hole may be to present the old ones in EXCHANGE for new ones.

Straight swap.

Then you sell the new ones.

You have to PROVE you were harmed to make a warranty claim.

I mean really, MAYBE you just replaced them just because?

It's on you my friend to produce the old ones.

How much dough are we talking about anyway? $$$ ???

I don't have the old ones. I tore them apart to see where they failed and then tossed them in the scrap pile for recycling.
The Tremor axles were $500 each and I changed both sides

 

[bgn]

The Tremor axles were $500 each and I changed both sides

For parts only? You got ripped off.

 

[idahofarmboy]

Oooof. What about that cutoff date?

It says "to expedite reimbursement" submit before Oct 31. It never says anywhere that you must submit before any specified date to be eligible.

The dealer didn't care at all about the date. They only cared that the part number didn't match.

They also didn't care that I did the install. The only thing they cared about was the replacement part number.

 

[idahofarmboy]

For parts only? You got ripped off.

My daughter was leaving for college the next day. I didn't really have time to shop around and wait forever so I had to pay full dealer price.

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