Ford Mustang (2018 year). Manual — part 51

If you need to have your vehicle towed,
contact a professional towing service or,
if you are a member of a roadside
assistance program, your roadside
assistance service provider.

We recommend the use of a wheel lift and
dollies or flatbed equipment to tow your
vehicle. Do not tow with a slingbelt. We do
not approve a slingbelt towing procedure.
If you tow your vehicle incorrectly, or by
any other means, vehicle damage may
occur.

The rear wheels must be on a tow dolly
when towing your vehicle from the front
using wheel lift equipment. This prevents
damage to the transmission.

The front wheels must be on a tow dolly
when towing your vehicle from the rear
using wheel lift equipment. This prevents
damage to the front fascia.

GETTING THE SERVICES YOU
NEED

Warranty repairs to your vehicle must be
performed by an authorized dealer. While
any authorized dealer handling your vehicle
line will provide warranty service, we
recommend you return to your selling
authorized dealer who wants to ensure
your continued satisfaction.

Please note that certain warranty repairs
require special training and equipment, so
not all authorized dealers are authorized
to perform all warranty repairs. This means
that, depending on the warranty repair
needed, you may have to take your vehicle
to another authorized dealer.

A reasonable time must be allowed to
perform a repair after taking your vehicle
to the authorized dealer. Repairs will be
made using Ford or Motorcraft® parts, or
remanufactured or other parts that are
authorized by Ford.

Away From Home

If you are away from home when your
vehicle needs service, contact the Ford
Customer Relationship Center or use the
online resources listed below to find the
nearest authorized dealer.

In the United States:

Mailing address

Ford Motor Company
Customer Relationship Center
P.O. Box 6248
Dearborn, MI 48126

Telephone

1-800-392-3673 (FORD)
(TDD for the hearing impaired:
1-800-232-5952)

Additional information and resources are
available online:

Website

www.owner.ford.com

These are some of the items that can be
found online:
•

U.S. dealer locator by Dealer Name,
City/State or Zip Code.

•

Owner Manuals.

•

Maintenance Schedules.

•

Recalls.

•

Ford Extended Service Plans.

•

Ford Genuine Accessories.

•

Service specials and promotions.

In Canada:

Mailing address

Customer Relationship Centre
Ford Motor Company of Canada, Limited
P.O. Box 2000
Oakville, Ontario L6K 0C8

Telephone

1-800-565-3673 (FORD)

Website

www.ford.ca

Twitter

@FordServiceCA (English Canada)
@FordServiceQC (Quebec)

Additional Assistance

If you have questions or concerns, or are
unsatisfied with the service you are
receiving, follow these steps:

1.

Contact your Sales Representative or
Service Advisor at your selling or
servicing authorized dealer.

2. If your inquiry or concern remains

unresolved, contact the Sales Manager,
Service Manager or Customer Relations
Manager.

3. If you require assistance or clarification

on Ford Motor Company policies,
please contact the Ford Customer
Relationship Center.

In order to help us serve you better, please
have the following information available
when contacting a Customer Relationship
Center:
•

Vehicle Identification Number.

•

Your telephone number (home and
business).

•

The name of the authorized dealer and
city where located.

•

The vehicle’s current odometer reading.

In some states within the United States,
you must directly notify Ford in writing
before pursuing remedies under your
state's warranty laws, and Ford is also
allowed a final repair attempt.

Additionally, in some states within the
United States, a consumer has the option
of submitting a warranty dispute 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 mi (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

You are required to submit your warranty
dispute to BBB AUTO LINE before asserting
in court any rights or remedies conferred
by California Civil Code Section 1793.22(b).
You are also required to use BBB AUTO
LINE before exercising rights or seeking
remedies created by the Federal
Magnuson-Moss Warranty Act, 15 U.S.C.
sec. 2301 et seq. If you choose to seek
redress by pursuing rights and remedies
not created by California Civil Code Section
1793.22(b) or the Magnuson-Moss
Warranty Act, resort to BBB AUTO LINE is
not required by those statutes.

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 procedure outlined
earlier in this chapter in the Getting the
Services you need 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 or you do not want to
participate in mediation, and if 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.

Disputes submitted to the BBB AUTO LINE
program are usually decided within forty
days after you file your claim with the BBB.
You are not bound by the decision, and
may reject the decision and proceed to
court where all findings of the BBB Auto
Line dispute, and decision, are admissible
in the court action. Should you choose to
accept the BBB AUTO LINE decision, Ford
is then bound by the decision, and must
comply with the decision within 30 days
of receipt of your acceptance letter.

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
3033 Wilson Boulevard, Suite 600
Arlington, Virginia 22201

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.