8. The Better Business Bureau (BBB) AUTO
LINE Program (U.S. Only)
Your satisfaction is important to Ford Motor Company and to
your dealer. If a warranty concern has not been resolved using the
three-step procedure outlined on the first page of the Customer
Assistance section, you may be eligible to participate in the BBB
AUTO LINE program.
The BBB AUTO LINE program consists of two parts — mediation
and arbitration. During mediation, a representative of the BBB
will contact both you and Ford Motor Company to explore
options for settlement of the claim. If an agreement is not
reached during mediation and your claim is eligible, you may
participate in the arbitration process. An arbitration hearing will
be scheduled so that you can present your case in an informal
setting before an impartial person. The arbitrator will consider
the testimony provided and make a decision after the hearing.
You are not bound by the decision, but should you choose to
accept the BBB AUTO LINE decision, Ford must abide by the
accepted decision as well. Disputes submitted to the BBB AUTO
LINE program are usually decided within forty days after you file
your claim with the BBB.
BBB AUTO LINE Application: Using the information provided
below, please call or write to request a program application. You
will be asked for your name and address, general information
about your new vehicle, information about your warranty
concerns, and any steps you have already taken to try to resolve
them. A Customer Claim Form will be mailed that will need to be
completed, signed, and returned to the BBB along with proof of
ownership. Upon request, the BBB will review the claim for
eligibilty under Program Summary Guidelines.
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