Hello, My wife and I just purchased a brand new 2016 edge, with 6 miles on it on July 18th, on July 24th she was driving home after a rain storm and noticed large amounts of water coming in from under the dash on the passenger side completely soaking the passengers side floor. that was on a Sunday so on Monday July 25th we contacted the dealership, dropped the SUV off and was told they will do leak tests and figure out what is wrong, I expressed my concern due to not knowing how long it had been leaking on the lot and electrical getting wet as possible mold under the carpet.


We got a call on July 27th stating they did all the tests that they could and did not find any leaks, told my wife to pick it up and call if it happens again. July 28th it had rained this day also, wife pulls out of her parking spot and waters starts coming in from under the dash again, I tell her to take it to the dealer, I call the general manager and let him know that she's on her way, he said they will look into the issue, I told him I want to meet with him and I also drive to the dealership. When I arrived the general manage had my wife with the Sales manager and I as told he had to leave for the day.


Am I out of line for requesting the new SUV to be replaced? we've had the 11 day old SUV for about 7 of those days and it's leaked water on the 2 occasions it has rained. I was told that my request for a replacement SUV could not happen cause the water leaks do not warrant a Buy back/ replacement, the dealer claims that they will make the SUV as good as new they just need time, but it will never be the NEW SUV that I thought I purchased, is it time to get a lawyer involved or should I start with Ford Corporate first? Ford has always treated me well in the past and I'd like to give them a chance.

 

Unfortunately, water leaks can be somewhat elusive and it will take an experienced tech to chase the problem down. Frustration is understood in situations like this. If you saw what some of the new vehicles go through before customer pick-up this is not a major problem. You might ask to speak directly with the tech that will be assigned to repair your vehicle and express your frustration and ask if he/she would be extra diligent in determining the source of the problem. It's nice to have a good contact in the service dept for future need should it arise.

 

UPDATE: So after a couple weeks and the dealer bringing in a water leak specialist, it was found that they sunroof wasn't sealed from the factory when it was made, cause water to leak down through the sunroof down the A pillar into the dash, then onto the floor. Ford customer service offered me a 5yr 75,000 mile warranty for my troubles, but the warranty would start on the purchase date of the SUV and run along with my 3-36k factory, after weeks of sending emails and making phones calls every day to every executive I could find contact information for, Ford had decided not to stand by their product and refused to buy back the SUV, the did offer the 5-75k warranty still and will postpone it until my 3-36k is over giving me a extended warranty, can't say I'm real happy with the outcome, but I did get to talk to some very high ranking people in Ford motor company the past couple weeks

 

It's unfortunate this is a problem but keep in mind the manufacture makes the decisions about buy backs or exchanges or just repair. The dealer will repair.