The following posting was copied from another Ford Flex problem thread. It is shared so that you know that you are not alone with these problems: Background to follow
7500 miles - first noticed the car feeling like it had a miss at normal highway speed. This continued so I brought it to Miracle Ford, Gallatin TN, Service Manager said "what do you expect, it is a turbo" and would not even check it out. Next, took it to Bankston Ford (AutoNation) Frisco,TX and described the driveability problem, they rebuilt the transmission. Improved for a couple of days, then same as before. Called FORD and they asked me to take it to Crown Ford, Nashville, TN and they said "no code no problem". Tried to ignore it for months and finally took a 700 mile trip with everyone in the car complaining. Called FORD again. This time they said to carry it to TWO RIVERS Ford Mt. Juliet TN and they said "no code no problem". Complained online and a Ford CSR contacted me and facilitated a meeting again at TWO RIVERS Ford Mt. Juliet, TN. She also asked me if anyone had ever ridden with me in the car -NO! She made the technician at TWO RIVERS Ford ride with me and he said he "felt something but it was not serious", end of topic! No one ever called me to followup or to see if the problem was fixed. NO CODE - NO PROBLEM!
UPDATE .. 2011 Ford Flex Ecoboost now at 27,000 miles - problem started at 7,500 miles
The process of problem resolution is broken. The customer is NOT RIGHT within FORD service. Anyone reading my previous posts will know that Crystal elevated my complaint and I was contacted by a regional customer service employee. Good start, but the process is so faulted that here I stand, broken car in hand, and no one at FORD cares enough to follow up with me or ask if they fixed the problem.
I gave the car to my local Ford Dealer with the CS person facilitating the meeting. The outcome is "no problem found", with the technician stating that he 'noticed something, but it was not serious'. He says that it is 'not serious' because it does not generate a 'code'. When did we get to the point that a computer code overrides a customer complaint?
The problem is serious enough to generate comments from everyone that has ridden in the car for the past eighteen months to ask "is this car missing?" and for my 88 year old mother to ask "what is wrong with this car?" Ford says nothing is wrong with this car, you just expect too much since your last car was an Acura.
The fuel economy of my car is still down, but I have found a way to lessen the effects of the problem - NEVER ALLOW THE CAR TO SHIFT ITSELF. I have been driving the car with the paddle shifters for about a month now and have eliminated the shutter and bumpity bump that existed for nearly two years. I NEVER go to 6th gear under 60 mph, which means that it is rarely ever in 6th gear due to the terrain and traffic of the local area.
Now for anyone that might think that I do not know what I am experiencing, then let me give you some background.
1.)My first new Ford was purchased in 1967. I am a Ford guy!
2.)I know turbos. My first was from Ford's SVO group in 1985 and I have had many from various car companies since then. This is not a turbo problem.
3.)I am an engineer and extremely particular, but I am not dreaming this problem up. Everyone notices the problem and everyone that rides in the car complains about it.
4.)I went through 4 dealer service groups in two states, over a period of 18 months, before anyone from any service department rode with me so that I could demonstrate the problem. This finally happened when I complained to the Ford CS person that no one had asked to ride with the complainant, and yet this is a basic tenant of problem resolution!
The only conclusion that can be drawn from my experience is that Ford is not listening to its service customers today. One other time, in my 45 year car experience with Ford, that I had a problem that was not getting resolved at the dealer, that Ford jumped in and solved the problem without hesitation. Ford obviously has isolated itself from the repair process and believes that its Dealer service technicians will resolve everything. I have begged two Service Managers to bring in Ford technical people and they both recoiled to such a degree that I am led to believe that strong disincentives are in place to keep Ford isolated. Probably a lawyer thing due to fear of recalls.
Buyer beware! Ford is not serious about their service problems.
THIS COULD BE YOU, AFTER YOU SPENT YOUR SAVINGS ON A $52,000 FORD FLEX. IF ANYONE REALLY CARED THEN I WOULD NOT BE WRITING THIS COMPLAINT, 18 MONTHS IS TOO LONG