Fritts Ford

Initial Business Response / [redacted] (1000, 5, 2016/05/23) */ Mr [redacted] expressed his dissatisfaction with the Radiator he purchased from Ford Motor CoThe dealership tried to obtain help from Ford Motor Coin regards to the part The warranty on the part had expired and no Participation from Ford Motor Cowas availableFritts Ford offered Mr [redacted] a discount on the radiator repair , Mr [redacted] declined the offer Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) A 10% discount off the parts is not satisfactory when Ford Motor company and the dealership is aware of the defective product yet does nothingI can get a 10% discount off parts with an auto club discount cardResolution is replace the radiator as this is the 4th radiator in this truck and it only has milesThat means every 31,miles I have to replace a radiator, thermostat and reservoir at the cost of $as a result of Fords defective productsThis should have been disclosed to me after Ford denied request to cover the last radiator as I was miles over warrantySelling defective products over and over to customers is bad business practice Final Consumer Response / [redacted] (2000, 11, 2016/06/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Fritts reduced the charges, but FORD Motor company should have stepped up and replaced a known defective Radiator Final Business Response / [redacted] (4000, 9, 2016/06/01) */ Mr [redacted] was given a discount on the repair and the radiator was replaced on 5-27-

*** Here is proof we refunded the customer for the tow bill and that it has been cashed *** *** President Fritts Ford *** *** ***

Bertha This is a follow up to our phone conversation yesterdayAs I had stated Fritts Ford is an independently owned Ford Franchise, we sell and service vehicles produced by Ford Motor Cowe also perform Warranty repairs according to the provisions of the Warranty that Ford Motor Cohas provided each customerThat being said the only warranty Fritts Ford offers separate of What Ford Motor Coprovides each customer is a warranty on the labor we provideThe tire issue with the ***’s vehicle has is an issue with a component that came with the vehicle that Ford Motor CobuiltEach vehicle has a different Tire Warranty depending on the tire that came on the vehicle from Ford Motor CoIn the owners packet of each vehicle customers are provided with a warranty booklet that spells out the specific warranty that comes with each vehicle Both time and mileage are spelled out and neither are up for discussion , the time and mileage are specific and exact there is not +/-In this case the tires had a specific Warranty from Ford Motor Conot Fritts ford This information can be found on page of the warranty booklet that was provided with the vehicleThe ***’s were also provided with a second booklet that spelled out the specific warranty that comes with each tire brandPage of this booklet talks about the Hankook Tire Limited WarrantyI will provide copies of each Fritts Ford saw this vehicle three times, once at miles on 09-12-for items related to the purchase of the vehicle and at that time the tires were fineThe second time was at miles on 03-14-for it’s first oil change and at that time the tires were checked and fine our multipoint vehicle inspection shows they were in the greenThe third time was at miles on 12-7-for it’s second oil change and at that time the tires were marked as yellow on the multipoint vehicle inspection *** spoke with the ***’s on 12-7-regarding the tire tread depth and what options they had He went over the proration of the tires and the cost involvedNo decision was made at that time and the ***’s were advised that if the mileage exceeded the next level of proration the percentage of proration would change according to the chart on page of the Warranty Guide that came with the vehicleThere was mention in one of the Revdex.com responses of the vehicle having a tire rotation done at an aftermarket tire center The Warranty guide also covers that on page The replacement tire cost is $Ford will pay 60% of that until milesAfter miles the percentage of what Ford will pay goes to 30%The current cost per tire after Ford pays the 60% is $per tireBoth Ford Motor Coand Fritts Ford have explained the available warranty that will correct the current condition with the ***’s vehicle *** *** Fritts Ford

"By *** ***" - TL Wency doing sup escalationOBC to delegate at 9***Advised name, role, and that this call is being recorded for quality and training purposesVerified veh concernAdvised cust that The New Vehicle Limited Warranty covers tire defects in factory supplied material or
workmanship for 100% of labor costs and on a pro rata adjustment basis for partsFor vehicles within the New Vehicle Limited Warranty time in service coverage period, defective tires will be replaced on a pro rata adjustment basis according to the following mileage-based Reimbursement Schedule: 1- 12,miles 100% parts coverage 12,- 24,miles 60% parts coverage 24,- 36,miles 30% parts coverage Cust said that at 11,miles her tire maintenance provider advised her that the tires are wearingShe brought the veh to a Ford dir to have the veh service but was advised to wait until the veh has 15,milesCust believes that Ford should replace the tires since she brought the veh to the dir at 11,milesAdvised cust that we can only base the warranty coverage from the current mileage of the vehAt this time we can not provide additional assistanceCust does not want to accept the answer and wants to speak with someone higherAdvised cust that this is the highest point of escalation and I do not have any other person or dept I can transfer the call toThe answer I am providing is based from Ford policies and I am fully empowered by Ford to provide this answerCust still wants to speak with someone elseAdvised cust that I can no longer stay on the line because we are going in circles and the call is no longer being productiveTransferred call to disconnect line

I am rejecting this response because:I appreciate the response finally from a managerHowever, there is a portion of the information that Mr*** has listed that is incorrect At the time of our purchase we NEVER received a separate warranty booklet from the manufacturer of our tires,and NOTHING was explained to us at the time of sale about the warranty coverage of the tires I'm glad that Mr*** can produce these booklets, because we cannot, seeing that we were never given one REGARDLESS if we received or didn't receive a booklet about the tire warranty or not, my complaint is about the extreme premature wear of the tires No one at Fritts Ford thinks that there is something wrong with these tires seeing that they should last 50-60K miles and they are in need of a complete replacement at 15-18K miles?????? We are not extreme drivers, we do basic freeway and street driving I have owned at least cars in my life and have bought cheap off brand tires at times that lasted longer than these have We bought a brand new vehicle from Fritts Ford and at this point feel like they could care less that we had a legitimate issue with it Their resolve to our problem is always going back to the warranty Being told that to fix the problem we need to pay even a cent to replace these defective tires, that indicates that we are to blame in some way for this happening We had nothing to do with this happening, there for should not have to pay to replace a defective tire or the wrong tire that the dealership chose put on this model vehicle At this point this is extremely insulting and HORRIBLE customer service At this juncture we would like to be reimbursed for the cost of a new set of tires, the set on the one that vehicle we bought, so that we can go elsewhere and get this resolved We no longer want to deal with this dealership Its very disappointing to feel this way as we had such a great experience with our purchase and refereed several people who came and bought from Fritts based on our input Now we feel that since we are not spending money and asking for a problem to be rectified that they are being treated in this fashion Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12408443, and find that...

this resolution is satisfactory to me.I would like to note however, that this business still has not made a simple phone call to me as requested in my complaint. I am a long time customer, and a simple phone call would have resolved my concern, and kept me as a customer.

Initial Business Response /* (1000, 16, 2016/06/23) */
Can this file be reopened please? We spoke to the customer on 6/22/2016 and made him a new key at no charge also, we are reimbursing Mr. [redacted] for his glasses once he brings us the receipt/bill. Thank you .
Initial Consumer Rebuttal /*...

(2000, 22, 2016/07/19) */
>Fritts Ford and I have settled the referenced complaint above.
>It took a while, but it's final.
>Thanks for your help. Did you want me to send a signed note by regular mail?
>Your help is greatly appreciated.

Initial Business Response /* (1000, 5, 2016/05/23) */
Mr [redacted] expressed his dissatisfaction with the Radiator he purchased from Ford Motor Co. The dealership tried to obtain help from Ford Motor Co. in regards to the part . The warranty on the part had expired and no Participation from Ford Motor...

Co. was available. Fritts Ford offered Mr. [redacted] a discount on the radiator repair , Mr. [redacted] declined the offer.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A 10% discount off the parts is not satisfactory when Ford Motor company and the dealership is aware of the defective product yet does nothing. I can get a 10% discount off parts with an auto club discount card. Resolution is replace the radiator as this is the 4th radiator in this truck and it only has 127.000 miles. That means every 31,500 miles I have to replace a radiator, thermostat and reservoir at the cost of $1600. as a result of Fords defective products. This should have been disclosed to me after Ford denied request to cover the last radiator as I was 800 miles over warranty. Selling defective products over and over to customers is bad business practice
Final Consumer Response /* (2000, 11, 2016/06/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Fritts reduced the charges, but FORD Motor company should have stepped up and replaced a known defective Radiator
Final Business Response /* (4000, 9, 2016/06/01) */
Mr. [redacted] was given a discount on the repair and the radiator was replaced on 5-27-16