DEAR SUZANNE
By Suzanne Henderson
LETTER 223 – From Jason T. from Manhattan, NY
Dear Suzanne,
I never thought I’d regret buying a brand-new SUV, but here I am—stuck with a 2023 Ford Explorer that refuses to function like a normal car.
Before making this purchase, I spent weeks researching. I read reviews, compared models, and visited multiple Ford dealerships before finally settling on this one. It was supposed to be the perfect SUV—spacious, modern, and built for adventure. Instead of looking forward to driving it, I now dread every trip, wondering if today will be the day it completely gives out on me.
Let me tell you why buying this vehicle might have been my biggest mistake ever.
Transmission Nightmare
The first sign of trouble came on a cold morning when I was pulling out of my driveway. As I shifted into drive, the car hesitated for a few seconds before suddenly lurching forward. It felt odd, but I shrugged it off. Maybe the engine was just warming up.
A few days later, it happened again—only worse. The transmission slipped, the RPMs spiked, but the car wouldn’t move. Then, out of nowhere, it jerked violently forward, nearly making me hit a parked car.
That’s when I knew something was seriously wrong.
I took it to the dealership right away and explained the issue. They ran a diagnostic and found nothing. “Probably just a one-time issue,” they said and sent me on my way.
Well, they were wrong.
Dangerous Stalling and Sudden Loss of Power
A couple of weeks later, my worst nightmare happened.
I was driving on the highway at about 65 mph when I suddenly felt the car shudder. The dashboard lit up, and before I could react, the transmission completely failed. The RPMs dropped to zero, and my speed plummeted.
I had no choice but to coast to the side of the road. My brand-new SUV had just died—on the highway—without warning.
I called roadside assistance, and they towed it back to the dealership. But once again, I was met with the same nonsense:
- “We couldn’t replicate the issue.”
- “The system isn’t showing any error codes.”
- “It might have been a fluke.”
A fluke? My car completely shut down at high speed, and they expected me to believe it was a fluke?
Since they couldn’t find anything “wrong,” they just reset the system and handed the car back to me.
Multiple Repair Attempts, No Real Fix
Since that terrifying incident, I’ve taken my 2023 Ford Explorer to the dealership four more times.
Each time, they claim they’ve “fixed” the issue, yet the same problems keep happening:
- Slipping gears: The Explorer struggles to shift properly, making acceleration unpredictable.
- Delayed response: There’s a lag between pressing the gas pedal and the car actually moving.
- Jerking motions: Sometimes, the SUV lunges forward violently, making stop-and-go traffic a nightmare.
- Complete transmission failure: The vehicle randomly loses power, especially at higher speeds.
At one point, I had to leave it at the dealership for two weeks while they “figured out the issue.” When I got it back, they assured me a software update had resolved everything.
Two days later? Same issues.
At this point, I’ve spent more time at the Ford service center than actually enjoying my new car.
Is This Even Safe to Drive?
The worst part of all of this is that I don’t feel safe driving my own car.
Every time I get behind the wheel, I wonder if the transmission is going to fail again. Will it stop working when I’m merging onto the highway? Will it stall in the middle of an intersection?
I have two kids. I bought this Explorer because I wanted a reliable family SUV. Instead, I got a potentially dangerous vehicle that no one seems to know how to fix.
I’ve begged the dealership to replace the transmission, but they refuse because “it’s not a widespread issue.” Instead, they tell me to “keep monitoring it” and bring it back if it happens again.
I don’t want to keep monitoring it. I want a car that works.
What Are My Options Now?
I need answers, Suzanne.
I’ve reached my breaking point. I don’t want to deal with this anymore.
I’ve heard about New York’s Lemon Law, but I’m not sure if my situation qualifies.
- Do I have any legal options?
- Can I get a refund or a replacement vehicle?
- How do I even start a claim? What are the steps in this process?
At this point, I feel like Ford is just stringing me along. I’ve been patient, but nothing is changing. I need to know if I have a way out of this mess before I completely lose my mind.
Please, Suzanne, help me figure out what to do.
Jason T. from Manhattan, NY
Editor’s Note: This letter has been edited for clarity, and personally identifiable details like names and actual locations have been changed to protect the letter sender’s privacy.
Your 2023 Ford Explorer Keeps Failing—And That’s Exactly Why Lemon Laws Exist
Dear Jason,
This sounds unbelievably frustrating, and I completely understand why you’ve had enough. You took your time, did your homework, and made what should have been a smart, reliable purchase. No one expects their brand-new SUV to leave them stranded on the highway or for the dealership to brush off serious safety concerns. You’ve been patient, but enough is enough.
Do I Have Any Legal Options?
Yes, you absolutely do. Based on what you’ve described, your 2023 Ford Explorer may qualify as a lemon under New York’s Lemon Law. The law protects consumers who have purchased or leased a new vehicle that has serious defects that the manufacturer or dealer cannot fix after a reasonable number of attempts.
Can I Get a Refund or a Replacement Vehicle?
If your SUV meets the requirements of the law, you could be eligible for a full refund or a replacement vehicle. Here’s what New York’s Lemon Law generally requires:
- The defect must substantially impair the use, safety, or value of the vehicle. Transmission failures, power loss, and dangerous stalling definitely qualify.
- The dealer or manufacturer must have had at least four attempts to fix the issue (or two attempts if the defect is life-threatening).
- Alternatively, if your SUV has been out of service for 30 or more days due to repairs, that also qualifies.
Since you’ve already been to the dealership multiple times with no real fix, you may have a strong case.
How Do I Start a Lemon Law Claim?
The first step is to gather all your repair records, service invoices, and any written communication with the dealership. This documentation is key to proving your case.
Next, you’ll need to send a final written notice to Ford, giving them one last chance to fix the problem. This is a legal requirement before filing a claim.
If they still can’t fix it, you can file a claim through New York’s Lemon Law Arbitration Program, which is a faster and more affordable alternative to going to court. However, manufacturers often fight these cases, which is why working with a skilled lemon law attorney can make a huge difference.
The Next Step: Speak With a Lemon Law Attorney
At this point, you’ve done everything you can on your own. Now, it’s time to talk to a New York lemon law attorney who knows exactly how to handle cases like yours. They can review your documents, determine if your SUV qualifies, and handle the legal process for you. The good news is that New York’s Lemon Law requires the manufacturer to cover your attorney’s fees if you win your case—so you don’t have to worry about out-of-pocket costs.
Final Thoughts
Jason, I know this situation has been incredibly frustrating, but you don’t have to deal with it alone. You have legal rights, and there’s a way out of this mess. The law was created to protect people like you from being stuck with defective vehicles. I strongly encourage you to take the next step—talk to a lemon law attorney and get the help you deserve. You’ve been patient long enough. Now it’s time to fight for the refund or replacement you’re entitled to.
I’m rooting for you, and I hope to hear good news soon!
Suzanne
Get Rid of Your 2023 Ford Explorer Lemon Car Headaches!
Dear reader, are your vehicle problems ruining your life? Confused about what legal route to take? We’re here to help! Find information about Texas’ lemon law protections here, fill out the form on this page, or give us a call at (833) 743-1990 to discuss your situation with someone who understands how frustrating it can be to have a lemon car, and what to do about it.
DEAR SUZANNE is a weekly column written by Suzanne Henderson and published in LemonLawyers.ORG. If you have a defective lemon vehicle and have questions about New York Lemon Law or how to file a claim, please write to [email protected]. While not guaranteed, we will try to feature your letter in this column to provide you the answers you need, as well as enlighten other consumers who may have lemon problems similar to yours.
Disclaimer: Suzanne Henderson is not a lawyer and the points discussed here are intended for general information and reference purposes only and not to be construed as legal advice. Please consult a New York Lemon Law Attorney to get proper legal advice about your lemon law claim.
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Featured Images:
- 2023 Ford Explorer ©Alexander-93 (CC BY-SA 4.0)
