We have purchased 8 vehicles from Fritt's Ford over the years but now we find the integrity of Fritts Ford and even Ford Motor Company itself to be failing.
We have had a noise issue for over 1 year on our $42,000 2009 Edge and Fritts Ford service WILL NOT correct the problem! The vehicle was under normal warranty until recently (just over 36k miles now) and we also have the extended warranty. The issue is apparently an intermittent problem that cannot be duplicated by the service department. So, even though I have described the noise and the location of the noise, exactly, service will not even attempt to correct the problem.By the way, I am a degreed engineer and I am very familiar with technical issues like these. The noise is a high pitch about 12-15kHz... Loud inside the car and even 3 or 4 feet away from the car. There is a very high probability that the problem is the fuel pump. I know this and the service manager even told me HE knows it... But unless the noise is duplicated by one of their mechanics... THEY CANNOT OR WILL NOT REPLACE THE PUMP! Incidentally, research on my part has found that this is quite a common issue on Edges so this is not a unique incident.
I have spent hours discussing the issue with Director of Parts & Service Dick Popoff, Service Manager Kyle Klein, Shop Foreman Jim Cope, and customer relations representative Rebecca Hamilton, service writer Manny Perez, and even Ford's corporate customer relations manager.in fact, Manny Perez has heard the problem himself but since he is not a tech, Mr. Popoff tells me that this isn't good enough!
I've contacted Ford's corporate customer relations manager as well. Same story... They won't issue credit to replace the pump unless the dealer can verify it as being bad... Regardless of how many times I have to bring it back to the shop and how many times we are inconvenienced in doing so!
Apparently, Fritts Ford is willing to lose this customer for life over what likely costs them under $200-300 to repair.
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