NHTSA complaint #11708904

Owner complaint summary

Concerns a safety-related defect involving the infotainment system in my 2022 Bronco, which is directly related to an active recall and has not been properly addressed by the manufacturer or dealership. Ford issued a recall concerning the infotainment system due to a safety concern. For over a quarter, Ford had no available fix. The entire time I had my Bronco, my infotainment system repeatedly malfunctioned, required frequent resets, & ultimately failed completely. When I contacted the dealership 10/23/25, the earliest service appt was 12/17/25. Upon arrival, I was informed that the infotainment system would need to be repaired before the recall software update could be applied. I explained that the failure itself was the reason for the recall. Despite this, I was required to pay a $196 diagnostic fee to determine if the failure was recall-related. After the eval, the dealership stated the failure was not Ford’s responsibility & provided an estimate of approximately $1,672.61 w/o tax to repair the system on a '22 vehicle. This determination contradicts the stated safety basis of the recall. I contacted my insurance provider to explore coverage. The claim was denied, w/the insurer stating the issue was not caused by an accident or break-in, but was consistent w/a vehicle defect. Despite this, I was still charged the diagnostic fee. Research indicates the recall involves an electrical defect, not only a software issue. A non-functioning infotainment system impacts access to safety alerts & vehicle information, which presents a legitimate safety risk. Ford & the dealership refused to repair the system under the recall, refund the diagnostic fee, or acknowledge the failure as recall-related. I'm continuing to operate a vehicle w/a known safety defect. I'm requesting NHTSA review if recall remedies are being improperly limited, if consumers are being charged for recall-related defects , and if manufacturer &dealership practices comply w/ fed safety requirements.