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Mercury Mariner Hybrid 2009 Questions


Mercury Mariner Hybrid 2009
Sat, 27 Jul 2013

Mercury Mariner Hybrid 2009 Reviewed by Mike Peterson on .

July 23, 2013Ford Motor Company Customer Relationship Center
P.O. Box ...

July 23, 2013

Ford Motor Company Customer Relationship Center
P.O. Box 6248 Dearborn, MI 48126

RE: 2009 Mercury Mariner Hybrid

Engine 2.5 L Electric And Gas Hybrid

VIN 4M2CU39329KJ07109

Dear Sirs,

This letter is to document the recent troubles I
have had with our 2009 Mercury Mariner Hybrid since we purchased the auto new
from Sunnyvale Ford on January 3, 2009. Since purchased, we have kept the car
mostly garaged and have used it lightly as a back up car or outdoor adventure

We have been satisfied with the Mariner until
this last February at mileage 29576, when we began having trouble with the
parking brake not releasing and the dash parking brake lights began to flash
erratically. The car was out of service for one week starting February 19,
2013, in order to wait for a new parking brake module under the dashboard,
which required replacement. Total cost to us was $1419.24 for the repair, paid
by debit card February 25, 2013.

car did well until a week before June 25, 2013, when it began erratically alarming
for low pressure tire sensor fault, but there was no problem with the tire
pressures. The check engine light would go on, and then off again. The ABS,
airbag error light, or engine fault light would light for a short time and then
go off. Since it was not a consistent problem, I decided to wait until the next
service, especially since there was nothing I could bring in to show the

On June 25 the car suddenly has almost all of the
warning lights flash on the dashboard while in early morning rush hour traffic
on Northbound Freeway 880 and the car announced that I needed to pull over
safely. I lost power and was stranded on a narrow right shoulder of the
freeway, and had to be rescued and taken to Fremont Ford by California State
AAA. Since then, the Service Department has been trying to fix the car.

This has been a great inconvenience. As of this
date, not only have I not had my car for over a month now, but I have had to
pay over $800.00 (so far) for a subcompact auto rental to get around to work,
and as of today, my car is still not fixed. I have been told that it was a
battery drive control module, then was told Ford was flying an engineer out to
inspect the car, then further diagnostics and were waiting for Ford, then it
was the ABS control module. I was then told the ABS module shorted out my
functional 12-volt battery and I had to authorize a purchase of a new one just
so they could install and try to reprogram the ABS module. The car will now
start up but all of the alarm warning lights are still on, and I was told that
Ford has flown out another engineer to look at the car. I have been told that
the 10-year warranty only covers the electric motor and battery and drive
components but does not cover the electrical wiring problems, and that Ford has
ordered that all of the electrical wires be inspected and that I might be
responsible for that labor. There does not seem to be an end in sight, there is
no idea what is wrong with the car and no idea when if ever I can get it back.

Since the car has been under repair, the Kelly
Bluebook value has gone down $1000, from $19,000 to $17,900 in value. Fremont
Ford Service has been doing their best trying to figure out what is wrong with
the car, and Peter Peknik, the service advisor, has been trying to keep me
informed. Unfortunately, I have lost complete confidence in the safety and
reliability of my hybrid Mercury Mariner SUV Hybrid. I cannot really ever trust
the car again, especially since competent engineers and the Ford Motor Company
have not been able to fix the car. I could have been travelling cross-country
and been stranded.

Now I have to consider how much money I will have
to put into the car to try to get it fixed, with no guarantee that it will be
repairable, and decide whether it is worth it or not. This is a very low
mileage car, it has been well cared for, protected and not abused. I am looking
at the possibility that I may have to scrap the car and buying something more
reliable. There is absolutely no guarantee that the car will not simply break
down again in a few months, as it has been doing so far. I no longer have
confidence in the Ford Motor Company, and in the safety and reliability of
their products.

All I want is to get my car fixed and have the
confidence that it will stay fixed. I do not think I should have had to pay for
a rental car so long when Ford has been unable to fix my car because of an
electrical “gremlin” or manufacturing or design defect. I don’t think I should
have to purchase a new battery because the original defect shorted out my
perfectly good 12-volt battery. I think Ford should be able to figure out how
to fix my car and offer a timely estimate on time needed for repair and cost.

The next step if the repair cannot be estimated,
then I need to consider invoking California’s “Lemon Law” warranty act. The
Song-Beverly Consumer Warranty Act (in the California Civil Code, beginning at
section 1790) requires that, if a manufacturer or its representative is unable
to repair a purchased or leased motor vehicle to conform to its written
(express) warranty after a reasonable number of attempts, the manufacturer must
promptly replace or repurchase it. (The manufacturer is allowed to deduct money
only for miles you drove the vehicle before you took it to a repair shop because
of the defect.)

Another option I have would be to start
contacting some of the national and regional Consumer Protection groups, such
as the San Jose Mercury News Action Line, or the Channel 7 “On Your Side”
watchdog group that investigates consumer complaints.

I await your response,

Michael B Peterson

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