Initial Business Response / [redacted] (1000, 5, 2017/01/26) */ The customer has had the appropriate repairs made to his vehicle and we have satisfied his concernsWe did make the request, on his behalf, to Ford Motor Company for reimbursementThe customer is currently outside of any manufacturer warranty coverageCustomer has indicated to us that he is satisfied and this matter has been corrected Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Repairs have been made; Yes! Satisfied that the vehicles "soft braking" issue was finally found to be the cause of a sensor; yes! The issue still outstanding is the reimbursement for all the work done prior to finding the real cause of the problem It is Ford's responsibility to have helped resolve this national issue and has but to officially admit it is the sensor; as that has seemed to be the issue from the beginning! Replacement parts throughout the braking system where replaced due to wear and not failure; it was a guessing game that cost me [redacted] In all fairness to me and other consumers that have been taken advantage of in this vehicle issue; I would be looking for a reimbursement from Ford for [redacted] Reason for my thinking is the replacement of braking parts throughout the system that did not have to be replaced; by not performing a thorough system check including the sensor; which was not done! If done it would have been caught the first time! Final Business Response / [redacted] (4000, 9, 2017/02/14) */ On December 30, the [redacted] 's brought in their Ford Fusion for the brake pedal being very soft and going to the floor, the brake pedal must be pumped up in order to get pressureCustomer stated the brake pedal has been like this for quite some timeOn Saturday December 31, we performed the inspection and diagnosis per customer's requestTest drove vehicle and verified customers concernPerformed inspection and found passenger rear brake pads near metal to metal with driver side still having 4mmRemoved passenger rear brake caliper and found an indentation on the piston due to being previously installed incorrectly not at Eby Ford [redacted] let our staff know that someone had previously worked on his vehicle for a brake concern but did not specifically say whoAdvised customer that rear brake pads, rotors and passenger rear caliper need to be replaced due to wear and previous damage to the passenger rear brake caliperThe vehicle will then need to be retested for proper operationCustomer approved repairsReplaced both rear brake pads, rotors and passenger rear caliperTest drove vehicle and advised customer that brake pedal feels better but driver's rear caliper may be starting to show wear due to time and miles put on vehicleLater that day, [redacted] came to Eby Ford Sales and explained to me that he was extremely upset with Eby Ford because we did not properly diagnose the concern because it's all over the news that there is a recall with the rear brake calipers on his vehicleI informed customer that there are currently no open recalls on his Ford Fusion for rear brake calipers or brake pedal lossI recommended to [redacted] that we go and drive his vehicle together and just see what he thinks [redacted] and I returned to Eby Ford after test drive and he opted to take his vehicle and have his wife drive the vehicle for a few days and see what she thought at that timeCustomer declined any further diagnosis time and I released vehicle to customerOn January 10, after having the vehicle in their possession for days the customer returned vehicle for loss of brake pedalWe performed inspection and found drivers rear brake caliper leakingProvided estimate to customer for [redacted] plus taxCustomer approvedTest drove vehicle and concern is still presentThe technician contacted Ford through hotline assistance for assistance on what to check nextFord engineering at technical hotline advised the technician to inspect the brake booster and master cylinderPerformed inspection and found the brake master cylinder leaking brake fluid into the brake boosterProvided estimate to replace leaking brake master cylinder and contaminated brake booster to include already replaced left rear caliper at [redacted] plus taxCustomer approved replacement of brake master cylinder and boosterOrdered components and installedTest drove vehicle and customers concern is still presentFord's hotline assistance then directed us to inspect the HCU for an internal valve issueHCU failed testAdvised customer of HCU replacement and customer at that time let Eby Ford know that he was contacting the Revdex.com for further assistance [redacted] agreed to pay for the initial quoted repair of [redacted] plus tax for the repairs on his vehicle and [redacted] Ford would cover the remaining balance of [redacted] and Eby Ford covered a rental vehicle for the [redacted] 's at $a day for days to equal the amount of [redacted] was satisfied with our goodwill gesture of covering the rental and remaining balance of this repair, signed our Goodwill form (see attachment) and communicated he would let the Revdex.com know of the successful outcome The components that were replaced, with the consumers approval, needed to beFord Motor Company is the manufacturer of the vehicle not Eby Ford SalesOn behalf of the consumer, we have contracted Ford Motor Company and let them know of his requests and concernsThey have communicated to us that the vehicle is currently outside of any manufacturer warranty program and there are no recalls or campaigns pertaining to his vehicle as wellEby Ford Sales has made the goodwill gesture of participating in the repairs necessary to correct the issue as a gesture and not as an obligation
Initial Business Response / [redacted] (1000, 5, 2017/01/26) */ The customer has had the appropriate repairs made to his vehicle and we have satisfied his concernsWe did make the request, on his behalf, to Ford Motor Company for reimbursementThe customer is currently outside of any manufacturer warranty coverageCustomer has indicated to us that he is satisfied and this matter has been corrected Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Repairs have been made; Yes! Satisfied that the vehicles "soft braking" issue was finally found to be the cause of a sensor; yes! The issue still outstanding is the reimbursement for all the work done prior to finding the real cause of the problem It is Ford's responsibility to have helped resolve this national issue and has but to officially admit it is the sensor; as that has seemed to be the issue from the beginning! Replacement parts throughout the braking system where replaced due to wear and not failure; it was a guessing game that cost me [redacted] In all fairness to me and other consumers that have been taken advantage of in this vehicle issue; I would be looking for a reimbursement from Ford for [redacted] Reason for my thinking is the replacement of braking parts throughout the system that did not have to be replaced; by not performing a thorough system check including the sensor; which was not done! If done it would have been caught the first time! Final Business Response / [redacted] (4000, 9, 2017/02/14) */ On December 30, the [redacted] 's brought in their Ford Fusion for the brake pedal being very soft and going to the floor, the brake pedal must be pumped up in order to get pressureCustomer stated the brake pedal has been like this for quite some timeOn Saturday December 31, we performed the inspection and diagnosis per customer's requestTest drove vehicle and verified customers concernPerformed inspection and found passenger rear brake pads near metal to metal with driver side still having 4mmRemoved passenger rear brake caliper and found an indentation on the piston due to being previously installed incorrectly not at Eby Ford [redacted] let our staff know that someone had previously worked on his vehicle for a brake concern but did not specifically say whoAdvised customer that rear brake pads, rotors and passenger rear caliper need to be replaced due to wear and previous damage to the passenger rear brake caliperThe vehicle will then need to be retested for proper operationCustomer approved repairsReplaced both rear brake pads, rotors and passenger rear caliperTest drove vehicle and advised customer that brake pedal feels better but driver's rear caliper may be starting to show wear due to time and miles put on vehicleLater that day, [redacted] came to Eby Ford Sales and explained to me that he was extremely upset with Eby Ford because we did not properly diagnose the concern because it's all over the news that there is a recall with the rear brake calipers on his vehicleI informed customer that there are currently no open recalls on his Ford Fusion for rear brake calipers or brake pedal lossI recommended to [redacted] that we go and drive his vehicle together and just see what he thinks [redacted] and I returned to Eby Ford after test drive and he opted to take his vehicle and have his wife drive the vehicle for a few days and see what she thought at that timeCustomer declined any further diagnosis time and I released vehicle to customerOn January 10, after having the vehicle in their possession for days the customer returned vehicle for loss of brake pedalWe performed inspection and found drivers rear brake caliper leakingProvided estimate to customer for [redacted] plus taxCustomer approvedTest drove vehicle and concern is still presentThe technician contacted Ford through hotline assistance for assistance on what to check nextFord engineering at technical hotline advised the technician to inspect the brake booster and master cylinderPerformed inspection and found the brake master cylinder leaking brake fluid into the brake boosterProvided estimate to replace leaking brake master cylinder and contaminated brake booster to include already replaced left rear caliper at [redacted] plus taxCustomer approved replacement of brake master cylinder and boosterOrdered components and installedTest drove vehicle and customers concern is still presentFord's hotline assistance then directed us to inspect the HCU for an internal valve issueHCU failed testAdvised customer of HCU replacement and customer at that time let Eby Ford know that he was contacting the Revdex.com for further assistance [redacted] agreed to pay for the initial quoted repair of [redacted] plus tax for the repairs on his vehicle and [redacted] Ford would cover the remaining balance of [redacted] and Eby Ford covered a rental vehicle for the [redacted] 's at $a day for days to equal the amount of [redacted] was satisfied with our goodwill gesture of covering the rental and remaining balance of this repair, signed our Goodwill form (see attachment) and communicated he would let the Revdex.com know of the successful outcome The components that were replaced, with the consumers approval, needed to beFord Motor Company is the manufacturer of the vehicle not Eby Ford SalesOn behalf of the consumer, we have contracted Ford Motor Company and let them know of his requests and concernsThey have communicated to us that the vehicle is currently outside of any manufacturer warranty program and there are no recalls or campaigns pertaining to his vehicle as wellEby Ford Sales has made the goodwill gesture of participating in the repairs necessary to correct the issue as a gesture and not as an obligation