NHTSA complaint #11765144

Owner complaint summary

When attempting to accelerate from a stopped position to enter loop [XXX] in [XXX]. My vehicle experienced total loss of power due to failure of the low pressure fuel pump. This created a very dangerous situation as I was attempting to enter the highway from the access road. This event very nearly resulted in a crash that could have caused serious bodily injury or death to me. The vehicle was taken to the closest Ford dealership, Red McCombs Ford in [XXX]. The incident was described to the service representative and taken in for diagnosis. The next week, the service representative contacted me to tell me that they were able to replicate the issue in testing and that the low pressure fuel pump had experienced mechanical failure. They said, unfortunately Ford does not have an approved remedy available yet. I told them that I was aware that the failed part was indeed available and had found documented cases where Ford had chosen to approve replacing it for individuals experiencing the same problem. It isn’t a case of a replacement part being available, it is a case of Ford not wanting to replace the failed part and instead attempting to find a software fix that allows for preserving the life of the potentially defective part. However, this is not an acceptable solution once the part has already failed. The service representative stated they were trying to get Ford to authorize the repair, since one is available, but Ford was declining because the had not yet announced an “official recall remedy”. Then I opened a case with Ford Customer Care and they too declined to fix the issue. When I relayed my concern that driving the vehicle would expose me to serious injury or death, they continued to decline. I asked if it was safe to drive and they said “Ford has not issued instructions to stop driving”. Ford is refusing to repair a known safety recall where they are aware of a remedy exists. My Ford Customer Care Case is CXH-09364617-D9H7V8 INFORMATION REDACTED PURSUANT TO THE FREEDOM OF INFORMATION ACT (FOIA), 5 U.S.C. 552(B)(6)