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To properly review your case, the Board needs the following information:
• legible copies of all documents and maintenance or repair orders
relevant to the case
• the year, make, model, and Vehicle Identification Number (VIN) listed
on your vehicle ownership license
• the date of repair(s) and mileage at the time of occurrence(s)
• the current mileage
• the name of the dealer who sold or serviced the vehicle
• a brief description of your unresolved concern
• a brief summary of the action taken by the dealer(s) and Ford Motor
Company
• the names (if known) of all the people you contacted at the
dealership(s)
• a description of the action you expect to resolve your concern
You will receive a letter of explanation if your application does not
qualify for Board review.
Oral presentations
If you would like to make an oral presentation, indicate YES to question
#6 on the application. While it is your right to make an oral presentation
before the Board, this is not a requirement and the Board will decide the
case whether or not an oral presentation is made. Oral presentation may
be requested Board as well.
Making a decision
Board members review all available information related to each complaint,
including oral presentations, and arrive at a fair and impartial decision.
Every effort is made to decide the case within 40 days of the date that
all requested information is received by the Board. Since the Baord
generally meets once a month, it may take more than a month before the
Board can consider some cases.
After a case is reviewed, the Board mails you a decision letter and a
form on which to accept or reject the Board’s decision. The decisions of
the Board are binding on Ford (and, in some cases, on the dealer) but
not on consumers who are free to pursue other remedies available to
them under state or federal law.
Customer assistance
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