The contact owns a 2018 Ford Expedition Max. The contact stated that while driving at various speeds, the vehicle was jerking slightly. The vehicle was taken to the dealer, where the transmission computer software was updated; however, the failure recurred while driving. The vehicle was taken back to the dealer, where the contact was informed that the vehicle was attempting to learn the contact's driving pattern and was operating as designed. The contact stated that while driving approximately 55 MPH, the vehicle jerked and experienced an unintended transmission downshift into first gear. A message advising that the power train was disabled and to take the vehicle to the dealer was displayed. The contact stated that the failure recurred several times while driving, causing the contact to sustain whiplash and neck pain. The contact stated that she was already afflicted with osteoporosis on the neck and spine, and her husband was afflicted with heart disease. The contact was concerned that the failure could further damage their health. The vehicle was taken to the dealer, where it was diagnosed with transmission failure, and the dealer provided an estimated fee for the transmission replacement. The contact was informed that the vehicle was not covered under warranty. The vehicle was then taken to a transmission specialist, where the same assessment was made. The mechanic informed the contact that the vehicle could be repaired for a cheaper amount. The vehicle was not repaired.