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a brief description of your unresolved concern
a brief summary of the action taken with the dealer and
Ford Motor Company
the names (if known) of all the people you contacted at the
dealership
a description of the action you expect to resolve your
concern
Should your case NOT qualify for review, a letter of explanation
will be mailed to you.
Oral presentations
If the involved vehicle is within 36 months and 36,000 miles of
the warranty start date, you have the right to make an oral
presentation before the Board. Indicate your choice to do so on
the application. Oral presentations may also be requested by the
Board.
Making a decision
Board members will review all available information related to
the complaint, including oral presentations, if necessary. They
then arrive at a fair and impartial decision, decided by a simple
majority vote.
Because the Board usually meets only once a month, some cases
may take longer than 30 days to be reviewed. The Board makes
every effort to resolve each case within 40 days of receiving the
consumer application form.
After a case is reviewed, the Board mails you a decision letter.
The Board also provides a form on which to accept or reject the
Board's decision. The decisions of the Board are binding on the
dealer and Ford, but not on consumers who may elect to pursue
other remedies available to them under state and federal law.
Decisions of the Board may be presented as evidence by any
party in subsequent legal proceedings that may be initiated,
where allowed by law.
Customer Assistance
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