Ford

To Whom It May Concern,

I am writing this email in regards to issues I am having with my wife's vehicle. We have a 2011 Ford Edge and in late October of last year (2018) while I was driving it, I had some issues with the brakes that were very unsettling. I was driving the vehicle under normal conditions and suddenly the brake pedal got very spongy and not very responsive when I attempted to stop in traffic. Then a minute later, it went away and the pedal was acting completely normal. Being that my wife drives this car on average 125 miles a day for work, I wanted to call your service team to ask if they have ever heard of or seen this problem occur in this particular make and model. I wanted to make sure the car was safe for my wife. When I spoke to the service team in October, I was told when it acted up again to bring the car to Ford and a technician could diagnose it.

Well fast-forward to February 2019- the car acted up again. This time, the pedal was very hard to push and the car stalled on my wife. I brought the car in to have it checked and I was told the car needed a new brake booster. Due to the high price of labor costs, I could not afford to have your service team do the repairs so it I brought the car home. I was going to order the parts to fix it myself when I found online the Customer Satisfaction Program 13N02 - Supplement #1. This described that the booster has a defect and will fail, causing the same problems I experienced on both occasions (minus the stalling of the vehicle). I called back to your service center and brought up my concern with them and I was told my vehicle exceeded the warranty mileage so it would not be covered. Right now, it sits with 152, 090 miles on it and the warranty only covered it until 150, 000 miles However, when I called late October of last year, it had much less than 150, 000 miles. If the service team had been fully up-to-date on Ford's Customer Satisfaction Program Supplements, they would have known the boosters were bad in the 2010-2013 Ford Edges and would have been able to diagnose the problem while my vehicle was still under warranty. As a customer who simply googled "Ford Edge Brake Booster Replacement", I easily and quickly found this supplement, and I simply cannot understand why your staff was unable to do the same.

Unfortunately, I am feeling cheated and I don't like feeling like Ford, a company I have held dear since I was a child, is trying to pull a fast one on me. I would love nothing more than to put this behind me and have this issue with my car covered because, as described above, my car was within warranty when I first described my issues (which were exactly what 13N02 - Supplement #1 describes the issue to be). I look forward to resolving these issues with you and await a resolution.

Thank you,

Adam Timmons