Ford Aerostar (1997 year). Manual — part 76
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❑
a non-Ford product
❑
a non-Ford dealership
❑
a vehicle sales transaction
❑
request for reimbursement of consequential
expenses. Expenses incidental to the warranty
complaint being reviewed are eligible for
consideration.
❑
items not covered by the new vehicle limited
warranty
❑
items covered by a service contract
❑
alleged liability claims
❑
property damage where the damage is
significant when compared to the economic
loss alleged under the warranty dispute
❑
cases currently in litigation
❑
vehicles not used primarily for family,
personal, or household purposes (except in
states where the Dispute Settlement Board is
required to review commercial vehicles)
Complaints involving vehicles in which
applicable new vehicle limited warranties have
expired at receipt of your application are not
eligible. Eligibility may differ according to state
law. For example, see the unique brochures for
California and Wisconsin purchasers/lessees.
How Does the Board Work?
The Board consists of:
❑
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.
308
What the Board needs
To have your case reviewed you must complete
the application in the DSB brochure and mail it
to the address provided on the application form.
Your application is reviewed and, if it is
determined to be eligible, you will receive an
acknowledgment indicating:
❑
the file number assigned to your application
❑
the toll-free phone number of the DSB’s
independent administrator
Your dealership and a Ford Motor Company
representative are asked to submit statements at
this time.
To review your case properly, 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 with the
dealer and Ford Motor Company
❑
the names (if known) of all the people you
contacted at the dealership
309
❑
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 your 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 or 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.
310
To Request a DSB Brochure/Application
For a brochure/application, speak to your dealer
or write to the Board at the following address:
Ford of Canada does not have a Dispute
Settlement Board. If you have a problem that
cannot be resolved by an agreement among you,
Ford of Canada, and the Ford dealer, contact the
Canadian Motor Vehicle Arbitration Plan
(CAMVAP). In many areas of Canada, CAMVAP
will help resolve the problem and, if necessary,
will arrange for the matter to be arbitrated.
Ford of Canada Customer
Assistance
If you live in Canada and have any questions or
concerns that the dealership cannot answer,
contact the Customer Assistance Centre.
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