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MANUFACTURER RESPONSE FORM

Will participate - In Writing By Phone

Case Number: FRD1917869-1R

Customer Name: David Thiewes State: Virginia
VIN: 1FTEW1E57JFB09567 Warranty Start Date: 03/10/2018
Vehicle year/model: 2018 F-150
Current mileage: 16,200

Purchased: New Used (mileage and date of purchase) Leased (terms of lease)
This claim is: In BTB Warranty In Diesel Warranty In Powertrain Warranty OUT of all Warranties
Vehicle currently has a Ford Extended Service Plan: NO YES

SETTLEMENT INFORMATION

No offers; customer pursued arbitration.

Please indicate the customer’s response below:

The customer rejected the offer on ____/____/____
The customer has not indicated a response to the offer.

The Customer Claim Form (CCF) lists the following concerns:

 Rattle noise from engine when cold and decelerating
 Transmission shifts harshly
 Hood open warning appears while driving
 Panoramic sunroof rattles over bumps
 Other rattles (non-sunroof) over bumps
 Front brake grind when adaptive cruise slows truck

MANUFACTURER'S POSITION:

The issue is whether or not Ford Motor Company (Ford) is required to repurchase this vehicle. Ford respectfully
recommends that the customer's request for a repurchase to be denied. It is the manufacturer's opinion that the
vehicle has not received a substantial number of repairs for a single non-conformity, and many of the issues listed
on the Agreement to Arbitrate (ATA) are actual normal operating characteristics and not manufacturing defects.
The concerns do not significantly impair the safety, value, or use of the vehicle and therefore, do not meet the
presumption of the Virginia BBB Auto Line Program Summary.

The Virginia BBB Auto Line Auto Line Summary establishes that the arbitrator may award a repurchase or
replacement only if the arbitrator finds that the claim meets the following conditions:

1. The defect(s) in material or workmanship covered by the Ford New Vehicle Limited Warranty was first
reported to Ford or an authorized dealer within 18 months or 18,000 miles – whichever occurs first – after
the vehicle’s warranty start date; and
2. Either (1) the same defect was subject to repair four or more times and continues to exist, or (2) the
vehicle was out of service for 30 or more cumulative calendar days for repairs to any defect(s); and
3. The defect(s) substantially impairs the use, value, or safety of the vehicle to the reasonable consumer.
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After review, no single non-conformity was subject to four (4) or more repair attempts and Ford will argue that the
servicing dealership was never able to duplicate the concerns of the rattle noise and grinding noise and later
compared to like model units that exhibited the exact same characteristics and therefore was found to be operating
as designed.

Ford will also contest that vehicle was down for less than thirty (30) days. The manufacturer recognizes that
certain customers may have sensitivities to various noises, smells, vibrations, and other characteristics with
vehicles. These sensitivities in of themselves are not manufacturing defects. The servicing dealer worked
extensively with the customer to address the alleged concerns multiple times but was never able to actually
duplicate them.

In the interest of customer service, Ford sent a Field Service Engineer (FSE) to inspect the vehicle and after
extensive road and diagnostic testing along with the dealership service staff was still unable to duplicate the
concerns and found the vehicle to be operating as designed (please see Pages 5). Ford did prescribe a repair for
the sunroof rattle and contends that repairs have resolved these concerns listed on the ATA and they no longer
continue to exist. Therefore, the customer does not meet the requirements for a repurchase under the Virginia
Program Summary.

In conclusion, it is Ford’s position that the evidence presented today has shown that the vehicle has not received a
substantial number of repairs for a single non-conformity, nor has the unit been out of service for an extended
amount of time for warranty repairs. Ford also contends that the concerns listed on the ATA have been repaired
under the manufacturer warranty and no longer continue to exist. Therefore, the customer does not meet the
requirements for the repurchase award that is being sought under the Virginia BBB Auto Line Program Summary.
Ford respectfully requests that the award for a repurchase to be denied.

DOCUMENTATION PROVIDED
Technical Service Bulletins
Recall Notices
Ford Field Service Engineer Report
Dealer Report
Other: _ AWS Warranty History, Vehicle Service History. _

To:
BBB AUTO LINE

Fax: 703.247.9700 Completed by: Charles J. D. Hickey Date: 7/9/19

Fax: 877-597-1791
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RO DAYS
DLR DATE MILEAGE VEHICLE CONCERN SERVICES PERFORMED / ACTIONS
Number DOWN
Jerry’s Ford 142403 5/4/18- 3,329  FSA 18S10  Completed 18S10 –replaced transmission selector 1
5/4/18
145190 6/30/18- 7,099  Vehicle has front grinding and  Performed test drive and could not duplicate higher 1
6/30/18 1st vibration gear shift or torque convertor noise
vibratrion
Ted Britt 330839 7/18/18- 7,646  Transmission whines when in first  Test drove vehicle and was unable to verify concern 2
Fairfax 7/19/19 1st trans gear and jerks in higher gear – no codes found in vehicle; no related TSBs or
SSMs
1st grind  When adaptive cruise control is  Performed diagnosis and checked for codes; road
on; vehicle slows down and tested and was unable to verify concern; no codes
grinding noise is heard stored in system
351706 10/15/18 11,712  Hard down shift; vehicle shakes  Verified that vehicle when shifting gears (park. 4
- 2nd trans in different gears; customer Reverse, neutral, drive) vehicle shakes. Performed
10/19/18 inquired about TSB 18-2274 TSB 18-2274 reprogramming PCM on trucks built on
or before 5/15/18; this truck built 10/17.
Reprogrammed PCM, truck no longer shakes when
shifting gears
370978 1/10/19- 13,817  Engine noise/rattle when vehicle  Test drove vehicle and verified rattling noise on 7
1/17/19 1st rattle is cold deceleration; found TSB 18-2354 – reflashed PCM to
latest level and test drove, noise is a lot better, but
still some present. Test drove three other like
models and all had same noise; noise is normal
operating characteristic of this engine.
1st sunroof  Sunroof rattles whenever body  Test drove and verified creaking noise going over
flexes – happens more when cold bumps/turns; performed noise diagnostic and found a
couple of sources for creaking noise coming from
drain trough and glass to body contact. Applied
anti-rattle tape to the trough retaining arms.
Removed glass, cleaned and adjusted body
contacts; test drove – noise is gone at this time.
Battlefield 55774 2/21/19- 14,754  Ratcheting sound from left front  Verified concern; found TSB 18-2273 for this concern; 7
Ford 2/28/19 2nd grind wheel replaced IWE check valve and found slight vacuum
leak when checking both actuators. Replaced both
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actuators and retest – Okay.
1st door  Rear door makes a knocking  Verified concern; performed adjustment on driver rear
noise over bumps door latch and striker. Road test found noise
improved but still present; Replaced door body side
weather strip and road tested – no longer present.
2nd sunroof  Sunroof make squeaking noise  Adjusted glass and lubricated glass to body contact
points
58005 3/16/19- 15,476  Intermittent loud engine rattle  Performed multiple cold start ups over several -
4/17/19 2nd rattle when cold start up weeks – intermittent rattle is present on cold starts
– compared to like vehicles and noise is comparable
to like vehicles and that noise is normal operating
characteristic of vehicle
Total Days Down 25
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AWS Online Report

AWS WERS MKT BODY VER DRIVE PLANT TRANS ENG PROD WARR SELLING SELL
VIN TIS WCC PREF BASE SUFF VRT FUNCTION VFG CCC CD
VL VL DER CAB SERIES TYPE CD CD COD DATE DATE DEALER CNT
27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 2 * * * * F09 F9 V00 * *
2017 2018
FCC Labor
AWS Claim Key: 965593 Doc #: 14240304 S Trx Code: 18S10 Labor Hrs: .3 36.86 Material Cost: 0 Total Cost: 36.86
Auth: Cost:
JERRYS FORD Ctry
Dlr Cd-Sub Cd: 00135-* Name: Ph: 703-2565000 St: VA USA Reg Cd: NA Repr Date:04-MAY-2018 RL Cmplt Date:04-MAY-2018 DIST(Mile):3329
SALES INC Cd:
Cust Comments: RECALLS/M&B PROGRAMS TRANS SELECTOR RECALL
Tech Comments: COMPLETED RECALL 18S10 - FULLY SEATED - PASS

27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 8 * * * * F09 F9 V00 * *
2017 2018
FCC Labor
AWS Claim Key: 2603646 Doc #: 35170602 S Trx Code: 18S27 Labor Hrs: .7 92.65 Material Cost: 0 Total Cost: 92.65
Auth: Cost:
TED BRITT Ctry
Dlr Cd-Sub Cd: 00048-* Name: Ph: 703-5918484 St: VA USA Reg Cd: NA Repr Date:15-OCT-2018 RL Cmplt Date:16-OCT-2018 DIST(Mile):11712
FAIRFAX FORD Cd:
Cust Comments: 18S27 recall
Tech Comments: PERFORMED RECALL 18S27

27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 8 2G05 * RECAL * F04 F4 V29 E29 04
2017 2018
FCC Labor
AWS Claim Key: 2632916 Doc #: 35170601 1 Trx Code: 1 Labor Hrs: .3 39.71 Material Cost: 0 Total Cost: 39.71
Auth: Cost:
TED BRITT Ctry
Dlr Cd-Sub Cd: 00048-* Name: Ph: 703-5918484 St: VA USA Reg Cd: NA Repr Date:15-OCT-2018 RL Cmplt Date:17-OCT-2018 DIST(Mile):11712
FAIRFAX FORD Cd:
Cust Comments: CUSTOMER STATES HARD DOWN SHIFT VEHICLE SHAKES IN DIFFERENT GEARS CUSTOMER INQUIRED ABOUT TSB #18-2274
VERIFIED THAT WHEN SHIFTING GEARS (PARK, REVERSE, NEUTRAL, DRIVE) VEHICLE SHAKES. TSB 18-2274 REPROGRAM PCM ON TRUCKS BUILT ON OR
Tech Comments:
BEFORE MAY 15, 2018. THIS TRUCK BUILT 10/17. REPROGRAMMED PCM, TRUCK NO LONGER SHAKES WHEN SHIFTING GEARS. DONE.

27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 11 2G05 * RECAL * F04 F4 V52 D02 04
2017 2018
FCC Labor
AWS Claim Key: 3648289 Doc #: 37097801 1 Trx Code: E84 Labor Hrs: .6 79.42 Material Cost: 0 Total Cost: 79.42
Auth: Cost:
TED BRITT Ctry
Dlr Cd-Sub Cd: 00048-* Name: Ph: 703-5918484 St: VA USA Reg Cd: NA Repr Date:10-JAN-2019 RL Cmplt Date:10-JAN-2019 DIST(Mile):13817
FAIRFAX FORD Cd:
CUSTOMER STATES THERE IS ENGINE NOISE/RATTLE WHEN VEHICLE IS COLD, LOW RPM`S (UNDER 2K), WHEN YOU ARE OFF THROTTLE/RELEASING
Cust Comments:
THROTTLE (CUSTOMER STATES SOUNDS LIKE TIMING CHAIN SLAP)
Tech Comments: TEST DROVE VERIFIED THE RATTLING NOISE ON DECELERATION , FOUND TSB 18-2354 REFLASHED THE PCM TO THE LATEST LEVEL, AND TEST DROVE,
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NOTE THE NOISE IS A LOT BETTER, BUT SOME IS STILL PRESENT. TEST DROVE THREE OTHER 18 F150 5.0 ENG, THEY ALL HAD THE SAME NOISE. SOME
NOISE IS A NORMAL CHARACTERISTIC OF THIS ENGINE.

27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 11 6U03 * 7850054 * F08 F8 V09 J03 33
2017 2018
FCC Labor
AWS Claim Key: 3616227 Doc #: 37097802 1 Trx Code: E84 Labor Hrs: .8 105.89 Material Cost: 0 Total Cost: 105.89
Auth: Cost:
TED BRITT Ctry
Dlr Cd-Sub Cd: 00048-* Name: Ph: 703-5918484 St: VA USA Reg Cd: NA Repr Date:10-JAN-2019 RL Cmplt Date:10-JAN-2019 DIST(Mile):13817
FAIRFAX FORD Cd:
CUSTOMER STATES SUNROOF GLASS RATTLES WHENEVER BODY FLEXES - HAPPENS MORE WHEN COLD - AROUND THE AREA OF WHERE THE 2 GLASS
Cust Comments:
PANES MEET - WHEN YOU TURN THE STEERING WHEEL FULL CRANK YOU CAN HEAR IT
TEST DROVE, AND VERIFIED A CREAKING NOISE GOING OVER BUMPS/TURNS. PERFORMED NOISE DIAG, FOUND A COUPLE SOURCES OF CREAKING
Tech Comments: NOISE COMING FROM THE DRAIN TROFF , AND THE GLASS TO BODY CONTACT. APPLIED ANTI RATTLE TAPE TO THE TROFF RETAINING ARMS, AND R R
MOVING GLASS, CLEANED AND ADJ THE GLASS TO BODY CONTACTS. TEST DROVE AFTER REPAIRS TO VERIFY THE NOISE IS GONE AT THIS TIME.

27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 12 5B04 HL1Z 3C247 A F04 F4 V51 K08 D4
2017 2018
FCC Labor
AWS Claim Key: 4278519 Doc #: 05577405 1 Trx Code: E84 Labor Hrs: 1.7 206.06 Material Cost: 112.25 Total Cost: 318.31
Auth: Cost:
Ctry
Dlr Cd-Sub Cd: 00067-* Name: BATTLEFIELD FORD Ph: 703-3683184 St: VA USA Reg Cd: NA Repr Date:21-FEB-2019 RL Cmplt Date:21-FEB-2019 DIST(Mile):14754
Cd:
Cust Comments: CUSTOMER STATES THERE IS A RATCHETING NOISE FROM LEFT FRONT WHEEL WHEN BRAKING AT TIMES
VERIFIED CONCERN FOUND TSB 18-2273 FOR THIS CONCER N. REPLACED IWE CHECK VALVE FOUND SLIGHT VACUUM LE AK WHEN CHECKED BOTH IWE
Tech Comments:
ACUATORS . REPLACED BOTH ACUATORS AND RETEST OK

27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 12 6M03 HL3Z 16253A11 A F08 F8 V31 B19 33
2017 2018
FCC Labor
AWS Claim Key: 4278496 Doc #: 05577402 1 Trx Code: E84 Labor Hrs: .8 96.97 Material Cost: 77.62 Total Cost: 174.59
Auth: Cost:
Ctry
Dlr Cd-Sub Cd: 00067-* Name: BATTLEFIELD FORD Ph: 703-3683184 St: VA USA Reg Cd: NA Repr Date:21-FEB-2019 RL Cmplt Date:28-FEB-2019 DIST(Mile):14754
Cd:
CUSTOMER STATES REAR DOOR MAKES A KNOCKING NOISE OVER BUMPS - DRIVERS SIDE CUSTOMER STATES REAR DOOR MAKES A KNOCKING NOISE
Cust Comments:
OVER BUMPS - DRIVERS SIDE
VERIFY CONCERN, PERFORM ADJUSTMENT ON DRIVER REAR DOOR LATCH AND STRIKER. ROAD TEST FOUND NOISE IMPROVED, BUT STILL PRESENT.
REPLACE DOOR BODY SID E WEATHER STRIP AND ROAD TEST FOUND NOISE NO LONGE R PRESENT VERIFY CONCERN, PERFORM ADJUSTMENT ON
Tech Comments:
DRIVER REAR DOOR LATCH AND STRIKER. ROAD TEST FOUND NOISE IMPROVED, BUT STILL PRESENT. REPLACE DOOR BODY SID E WEATHER STRIP AND
ROAD TEST FOUND NOISE NO LONGE R PRESENT

27- 10-
1FTEW1E57JFB09567 F6 T/FC F T/BC T/AM T/E AF T/EU T/RAV OCT- MAR- 127049 USA 12 6Y20 * RENTAL * F09 F9 V99 A99 82
2017 2018
FCC Labor
AWS Claim Key: 4278545 Doc #: 05577404 B Trx Code: P99 Labor Hrs: 0 0 Material Cost: 0 Total Cost: 120
Auth: Cost:
Ctry
Dlr Cd-Sub Cd: 00067-* Name: BATTLEFIELD FORD Ph: 703-3683184 St: VA USA Reg Cd: NA Repr Date:21-FEB-2019 RL Cmplt Date:21-FEB-2019 DIST(Mile):14754
Cd:
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Cust Comments: RENTAL VEHICLE
Tech Comments: RENTAL FOR 4 DAYS