Get Customer Assistance -> THE BETTER BUSINESS BUREAU (BBB) AUTO LINE PROGRAM Guide for Ford Explorer SUV Fifth Generation (2005-2011)

Customer Assistance

In the United States, a warranty dispute must be submitted to the BBB

AUTO LINE before taking action under the Magnuson-Moss Warranty

Act, or to the extent allowed by state law, before pursuing replacement

or repurchase remedies provided by certain state laws. This dispute

handling procedure is not required prior to enforcing state created rights

or other rights which are independent of the Magnuson-Moss Warranty

Act or state replacement or repurchase laws.

IN CALIFORNIA (U.S. ONLY)

California Civil Code Section 1793.2(d) requires that, if a manufacturer

or its representative is unable to repair a motor vehicle to conform to the

vehicle’s applicable express warranty after a reasonable number of

attempts, the manufacturer shall be required to either replace the

vehicle with one substantially identical or repurchase the vehicle and

reimburse the buyer in an amount equal to the actual price paid or

payable by the consumer (less a reasonable allowance for consumer

use). The consumer has the right to choose whether to receive a refund

or replacement vehicle.

California Civil Code Section 1793.22(b) presumes that the manufacturer

has had a reasonable number of attempts to conform the vehicle to its

applicable express warranties if, within the first 18 months of ownership

of a new vehicle or the first 18,000 miles (29,000 km), whichever occurs

first:

1. Two or more repair attempts are made on the same non-conformity

likely to cause death or serious bodily injury OR

2. Four or more repair attempts are made on the same nonconformity (a

defect or condition that substantially impairs the use, value or safety of

the vehicle) OR

3. The vehicle is out of service for repair of nonconformities for a total of

more than 30 calendar days (not necessarily all at one time)

In the case of 1 or 2 above, the consumer must also notify the

manufacturer of the need for the repair of the nonconformity at the

following address:

Ford Motor Company

16800 Executive Plaza Drive

Mail Drop 3NE-B

Dearborn, MI 48126

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

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Customer Assistance

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 receipt, the BBB will review the

claim for eligibility under the Program Summary Guidelines.

You can get more information by calling BBB AUTO LINE at

1-800-955-5100, or writing to:

BBB AUTO LINE

4200 Wilson Boulevard, Suite 800

Arlington, Virginia 22203–1833

BBB AUTO LINE applications can also be requested by calling the Ford

Motor Company Customer Relationship Center at 1-800-392-3673.

Note: Ford Motor Company reserves the right to change eligibility

limitations, modify procedures, or to discontinue this process at any time

without notice and without obligation.

UTILIZING THE MEDIATION/ARBITRATION PROGRAM

(CANADA ONLY)

For vehicles delivered to authorized Canadian dealers. In those cases

where you continue to feel that the efforts by Ford of Canada and the

authorized dealer to resolve a factory-related vehicle service concern

have been unsatisfactory, Ford of Canada participates in an impartial

third party mediation/arbitration program administered by the Canadian

Motor Vehicle Arbitration Plan (CAMVAP).

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Customer Assistance -> THE BETTER BUSINESS BUREAU (BBB) AUTO LINE PROGRAM for Your Ford Explorer SUV Fifth Generation (2005-2011)

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