FordPass‪™‬ 4+

A woman stuck in the dark of a parking lot called in for roadside assistance or rather I did it online and was told in the message back who the roadside assistance tow company would be; given the wrong phone number and was told that they would be there seven hours later at 2:55 AM when I called it in at 7:00 PM. When I try to call the phone number that they gave me for the tow company, you got a recording saying it was not a valid phone number. I had to look online and find the phone number to the tow company who verified they had my ticket and would be there within an hour. However they told me that the Ford dealership it was being towed to did not have overnight drop off service.I then called Ford pass and ask them to switch the towing from going to the car dealership to my house which was only 5 miles away. They told me that would not be covered by the insurance. My sister had to come and get me and I left my car in the parking lot. One of the worst service as I have ever received from a 24 hour roadside assistance company

Up until recently I would have given this app 5+ stars... it used to work perfectly every time. In the last month there have been “maintenance in progress” for days on end, depending on what guide you talk to, they don’t know what to say except what is on their script. Once in a while you’ll get someone who is actually knowledgeable and helpful. Or no one answers ( waited for 15 minutes before hanging up) , this in and of itself is unacceptable! Now in the last month it seems it takes forever for the app to load up, or it doesn’t recognize your log in, or it takes forever to start or it doesn’t start at all! I understand the need for maintenance and updates but this is getting ridiculous!! I’m very tech savvy and work as a sales consultant for Ford and I can tell you this is making us look bad especially when you tell your customer that it comes with remote start they can start from virtually anywhere. Now, they are upset because they miss their keyfob remote start because at least with that it was reliable. Customers are NOT happy about this. Get your act together because I know legitimately I know this is a great app when it works consistently! You want everyone to set up their FordPass account and start charging for the use the convenience of remote starting, locking, and unlocking, their vehicles but you can’t even keep the app working or respond promptly when your app is down!

For some reason, every update makes things worse. When I first started using the app about 4 months ago, I was happy with what I had for the EV experience even though I felt that the app was not very user friendly. About one month into using the app and update rolled out and with it the app took away a very important feature that was working perfectly for me and my EV experience, it stopped recording my charge logs and also quit giving me the estimates to fully charged vehicle. I was hoping that it would get fixed soon and I even made sure that my phone had the latest software update to have less problems if the app actually updates. Now this latest update has been posted and it did not fix/brought back the feature im missing and instead it added another problem, I usually use the remote start to warm up the battery and electric motors this winter season and usually would take only a few seconds to connect the vehicle and start it (about 15 secs.) and now it takes about 1 min to do that; it is not a huge complaint as I can perfectly wait for a minute to start the vehicle remotely but why would I be happy to update an app to “fix bugs and errors” and instead brake something else? Who knows if another update will fix these issues or make something else worse.