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How Does the Board Work?
The Board has four members:
three consumer representatives
a Ford or Lincoln-Mercury dealer
Consumer candidates for Board membership are
recruited and trained by an independent consulting
firm. Dealers are chosen because of their business
leadership qualities.
If the involved vehicle is within 36 months and
36,000 miles of the date of delivery (warranty start
date), you have a right to make an oral presentation
before the Board by indicating your choice on the
application. Also, oral presentations may be
requested by the Board. A decision is made by the
Board by simple majority vote.
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Board members review all the materials related to
each complaint and, based on the available
information, arrive at a fair and impartial decision.
Decisions are based on the written statements and any
oral presentations made by each of the involved
parties.
Because the Board usually meets only once a month,
some cases will take longer than 30 days to be
reviewed. The Board will make every effort to
resolve each case within 40 days after it receives the
customer application form.
After your case has been reviewed, the Board will
mail you its decision in writing. It will also provide
you with a form to indicate your acceptance or
rejection of an award decision. The decisions of the
Board are binding on the dealer and Ford, but
customers may have other options available to them
under state or federal law.
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