Lincoln MKZ (2020 year). Manual in english — page 16

Trailer lamps are required on most towed
vehicles. Make sure all running lights, brake
lights, turn signals and hazard lights are
working.

Before Towing a Trailer

Practice turning, stopping and backing up to
get the feel of your vehicle-trailer
combination before starting on a trip. When
turning, make wider turns so the trailer
wheels clear curbs and other obstacles.

When Towing a Trailer

•

Do not drive faster than 70 mph
(113 km/h) during the first 500 mi
(800 km).

•

Do not make full-throttle starts.

•

Check your hitch, electrical connections
and trailer wheel lug nuts thoroughly after
you have traveled 50 mi (80 km).

•

When stopped in congested or heavy
traffic during hot weather, place the
transmission in park (P) to aid engine and
transmission cooling and to help A/C
performance.

•

Turn off the speed control with heavy
loads or in hilly terrain. The speed control
may turn off automatically when you are
towing on long, steep grades.

•

Shift to a lower gear when driving down
a long or steep hill. Do not apply the
brakes continuously, as they may
overheat and become less effective.

•

If your transmission is equipped with a
Grade Assist or Tow/Haul feature, use
this feature when towing. This provides
engine braking and helps eliminate
excessive transmission shifting for
optimum fuel economy and transmission
cooling.

•

Allow more distance for stopping with a
trailer attached. Anticipate stops and
brake gradually.

•

Avoid parking on a grade. However, if
you must park on a grade:

1. Turn the steering wheel to point your

vehicle tires away from traffic flow.

2. Set your vehicle parking brake.

3. Place the transmission in park (P).

4. Place wheel chocks in front and back of

the trailer wheels. Chocks are not
included with your vehicle.

Launching or Retrieving a Boat or
Personal Watercraft (PWC)

Note: Disconnect the wiring to the trailer
before backing the trailer into the water.

Note: Reconnect the wiring to the trailer
after removing the trailer from the water.

When backing down a ramp during boat
launching or retrieval:
•

Do not allow the static water level to rise
above the bottom edge of the rear
bumper.

•

Do not allow waves to break higher than
6 in (15 cm) above the bottom edge of
the rear bumper.

Exceeding these limits may allow water to
enter vehicle components:
•

Causing internal damage to the
components.

•

Affecting driveability, emissions, and
reliability.

259

Towing

Replace the rear axle lubricant anytime you
submerge the rear axle in water. Water may
contaminate the rear axle lubricant, which is
not a normal maintenance inspection item
unless there is a possibility of a leak or other
axle repair is required.

TOWING THE VEHICLE ON FOUR
WHEELS

Emergency Towing

WARNING: If your vehicle has a

steering wheel lock make sure the ignition
is in the accessory or on position when
being towed.

You can flat-tow (all wheels on the ground,
regardless of the powertrain/transmission
configuration) your disabled vehicle (without
access to wheel dollies, car-hauling trailer,
or flatbed transport vehicle) under the
following conditions:
•

Your vehicle is facing forward so you tow
it in a forward direction.

•

You place the transmission in neutral (N).
If you cannot place the transmission in
neutral (N), you may need to override the
gear shifter. See Automatic
Transmission (page 178).

•

Maximum speed is 35 mph (56 km/h).

•

Maximum distance is 50 mi (80 km).

Recreational Towing

Note: Put your climate control system in
recirculated air mode to prevent exhaust
fumes from entering the vehicle. See
Climate Control (page 135).

Follow these guidelines if you have a need
for recreational (RV) towing. An example of
recreational towing would be towing your
vehicle behind a motorhome. These
guidelines are to make sure you do not
damage the transmission during towing.

Vehicles Equipped with a 2.0L Engine

Front-wheel drive (FWD) vehicles CANNOT
be flat-towed (all wheels on the ground) as
vehicle or transmission damage may occur.
You must place the front wheels on a
two-wheel tow dolly. If you are using a tow
dolly, follow the instructions specified by the
equipment provider.

All-wheel drive (AWD) vehicles CANNOT be
flat-towed (all wheels on the ground), as
vehicle or transmission damage may occur.
It is recommended to tow your vehicle with
all four (4) wheels off the ground such as
when using a car-hauling trailer. Otherwise,
you cannot tow your vehicle.

260

Towing

Vehicles Equipped with a 3.0L Engine

You can tow your vehicle with all four wheels
on the ground using the Stay in Neutral
mode feature, or with all four wheels off the
ground using a vehicle transport trailer. If you
are using a vehicle transport trailer, follow
the instruction specified by the equipment
provider.

If you tow your vehicle with all four wheels
on the ground:
•

Tow only in the forward direction.

•

Release the parking brake.

•

Place the vehicle in Stay in Neutral mode.
See Automatic Transmission (page 178).

•

Do not exceed 65 mph (105 km/h).

Note: If the parking brake is applied, a
message appears in the information display.

Note: Start the engine and allow it to run for
a few minutes at the beginning of each day,
and every six hours or fewer. With the engine
running and your foot on the brake, shift into
drive (D) and then into reverse (R) before
shifting back into neutral (N). BEFORE
CONTINUING TO TOW, YOU MUST
RE-ENABLE STAY IN NEUTRAL MODE.

261

Towing

BREAKING-IN

You need to break in new tires for
approximately 300 mi (480 km). During this
time, your vehicle may exhibit some unusual
driving characteristics.

Avoid driving too fast during the first 1,000 mi
(1,600 km). Vary your speed frequently and
change up through the gears early. Do not
labor the engine.

Do not tow during the first 1,000 mi
(1,600 km).

REDUCED ENGINE PERFORMANCE

WARNING: If you continue to drive

your vehicle when the engine is
overheating, the engine could stop without
warning. Failure to follow this instruction
could result in the loss of control of your
vehicle.

If the engine coolant temperature gauge
needle moves to the upper limit position, the
engine is overheating. See Gauges (page
102).

You must only drive your vehicle for a short
distance if the engine overheats. The
distance you can travel depends on ambient
temperature, vehicle load and terrain. The
engine continues to operate with limited
power for a short period of time.

If the engine temperature continues to rise,
the fuel supply to the engine reduces. The
air conditioning switches off and the engine
cooling fan operates continually.

1. Gradually reduce your speed and stop

your vehicle as soon as it is safe to do
so.

2. Immediately switch the engine off to

prevent severe engine damage.

3. Wait for the engine to cool down.

4. Check the coolant level. See Engine

Coolant Check (page 308).

5. Have your vehicle checked as soon as

possible.

ECONOMICAL DRIVING

Fuel economy is affected by several things
such as how you drive, the conditions you
drive under and how you maintain your
vehicle.

There are some things to keep in mind that
may improve your fuel economy:
•

Accelerate and slow down in a smooth,
moderate fashion.

•

Drive at steady speeds.

•

Anticipate stops; slowing down may
eliminate the need to stop.

•

Combine errands and minimize
stop-and-go driving (When running
errands, go to the furthest destination
first and then work your way back home).

•

Close the windows for high-speed
driving.

•

Drive at reasonable speeds.

•

Keep the tires properly inflated and use
only the recommended size.

•

Use the recommended engine oil.

•

Perform all regularly scheduled
maintenance.

262

Driving Hints

There are also some things you may want to
avoid doing because they reduce your fuel
economy:
•

Avoid sudden or hard accelerations.

•

Avoid revving the engine before turning
off the car.

•

Avoid long idle periods.

•

Do not warm up your vehicle on cold
mornings.

•

Reduce the use of air conditioning and
heat.

•

Avoid using speed control in hilly terrain.

•

Do not rest your foot on the brake pedal
while driving.

•

Avoid carrying unnecessary weight.

•

Avoid adding particular accessories to
your vehicle (e.g. bug deflectors,
rollbars/light bars, running boards, ski
racks).

•

Avoid driving with the wheels out of
alignment.

DRIVING THROUGH WATER

WARNING: Do not drive through

flowing or deep water as you may lose
control of your vehicle.

Note: Driving through standing water can
cause vehicle damage.

Note: Engine damage can occur if water
enters the air filter.

Before driving through standing water, check
the depth. Never drive through water that is
higher than the bottom of the front rocker
area of your vehicle.

E259345

When driving through standing water, drive
very slowly and do not stop your vehicle.
Your brake performance and traction may
be limited. After driving through water and
as soon as it is safe to do so:

•

Lightly press the brake pedal to dry the
brakes and to check that they work.

•

Check that the horn works.

•

Check that the exterior lights work.

•

Turn the steering wheel to check that the
steering power assist works.

263

Driving Hints

FLOOR MATS

WARNING: Use a floor mat designed

to fit the footwell of your vehicle that does
not obstruct the pedal area. Failure to
follow this instruction could result in the
loss of control of your vehicle, personal
injury or death.

WARNING: Pedals that cannot move

freely can cause loss of vehicle control and
increase the risk of serious personal injury.

WARNING: Secure the floor mat to

both retention devices so that it cannot slip
out of position and interfere with the
pedals. Failure to follow this instruction
could result in the loss of control of your
vehicle, personal injury or death.

WARNING: Do not place additional

floor mats or any other covering on top of
the original floor mats. This could result in
the floor mat interfering with the operation
of the pedals. Failure to follow this
instruction could result in the loss of
control of your vehicle, personal injury or
death.

WARNING: Always make sure that

objects cannot fall into the driver foot well
while your vehicle is moving. Objects that
are loose can become trapped under the
pedals causing a loss of vehicle control.

E142666

To install the floor mats, position the floor
mat eyelet over the retention post and press
down to lock in position.

To remove the floor mat, reverse the
installation procedure.

Note: Regularly check the floor mats to make
sure they are secure.

264

Driving Hints

ROADSIDE ASSISTANCE

Vehicles sold in the United States:
Getting Roadside Assistance

To fully assist you should you have a vehicle
concern, Lincoln Motor Company offers a
complimentary roadside assistance program.
This program is separate from the New
Vehicle Limited Warranty.

The service is available:
•

Throughout the life of the vehicle for
original owners.

•

For six years or 70,000 mi (110,000 km)
(whichever comes first) for subsequent
owners.

Roadside Assistance covers:
•

A flat tire change with a good spare
(except vehicles supplied with a tire
inflation kit).

•

Battery jump start.

•

Lock-out assistance (key replacement
cost is the client's responsibility).

•

Fuel delivery — independent service
contractors, if not prohibited by state,
local or municipal law shall deliver up to
2 gal (8 L) of gasoline fuel to a disabled
vehicle. Roadside Assistance limits fuel
delivery service to two no-charge
occurrences within a 12-month period.

•

Winch out — available within 100 ft (30 m)
of a paved or county maintained road,
no recoveries.

•

Towing — independent service
contractors, if not prohibited by state,
local or municipal law shall tow Lincoln
eligible vehicles to the client's selling or
preferred dealer within 100 mi (160 km)
of the disablement location or to the
nearest Lincoln dealer. If a client requests
a tow to a selling or preferred dealer that
is more than 100 mi (160 km) from the
disablement location, the client is
responsible for any mileage costs in
excess of 100 mi (160 km).

•

Roadside Assistance includes up to $200
for a towed trailer if the disabled eligible
vehicle requires service at the nearest
authorized dealer. If the towing vehicle
is operational but the trailer is not, then
the trailer does not qualify for any
roadside services.

Vehicles Sold in the United States:
Using Roadside Assistance

United States clients who require roadside
assistance, call 1-800-521-4140 or contact
Roadside Assistance using the Lincoln Way
mobile app.

265

Roadside Emergencies

If you need to arrange roadside assistance
for yourself, Lincoln Motor Company
reimburses a reasonable amount for towing
to the nearest Lincoln dealership within
100 mi (160 km). To obtain reimbursement
information, United States clients, call
1-800-521-4140. Clients need to submit their
original receipts.

Vehicles Sold in Canada: Getting
Roadside Assistance

To fully assist you should you have a vehicle
concern, Lincoln Motor Company offers a
complimentary roadside assistance program.
This program is eligible within Canada or the
continental United States.

The service is available 24 hours a day,
seven days a week.

This program is separate from the New
Vehicle Limited Warranty, beginning from
the original warranty start date and lasts the
life of the vehicle for the original owner.
Subsequent owners receive coverage that
is concurrent with the 6 years or 70,000 mi
(110,000 km) (whichever occurs first)
powertrain warranty coverage period.

Note: Canadian roadside coverage and
benefits may differ from the U.S. coverage.

For complete program coverage details,
review your warranty guide, contact your
dealer, call us in Canada at 1-800-387-9333,
or visit our website at
www.lincolncanada.com.

If you purchased your vehicle in Canada and
require roadside assistance, please call
1-800-387-9333 or contact Roadside
Assistance using the Lincoln Way mobile
app.

Note: For quick reference, complete the
roadside assistance identification card found
in the glove compartment of your vehicle
and place it in your wallet.

HAZARD FLASHERS

Note: The hazard flashers operate when the
ignition is in any position, or if the key is not
in the ignition. If used when the vehicle is not
running, the battery loses charge. As a result,
there may be insufficient power to restart
your vehicle.

The flasher control is on the
instrument panel. Use your hazard
flashers when your vehicle is

creating a safety hazard for other motorists.

•

Press the flasher control and all front and
rear direction indicators flash.

•

Press the button again to switch them off.

FUEL SHUTOFF

WARNING: If your vehicle has been

involved in a crash, have the fuel system
checked. Failure to follow this instruction
could result in fire, personal injury or death.

Note: When you try to restart your vehicle
after a fuel shutoff, the vehicle makes sure
that various systems are safe to restart.
Once the vehicle determines the systems
are safe, then the vehicle allows you to
restart.

Note: In the event that your vehicle does not
restart after your third attempt, contact a
qualified technician.

266

Roadside Emergencies

The fuel pump shutoff stops the flow of fuel
to the engine in the event of a moderate to
severe crash. Not every impact causes a
shutoff.

Should your vehicle shut off after a crash,
you may restart your vehicle.

If your vehicle has a key system:
1. Switch off the ignition.
2. Switch to start position.
3. Switch off the ignition.
4. Switch on the ignition to re-enable the

fuel pump.

5. If the vehicle does not start, repeat steps

1 through 4.

If your vehicle has a push button start
system:
1. Press START/STOP to switch off your

vehicle.

2. Press the brake pedal and START/STOP

to switch on your vehicle.

3. Remove your foot from the brake pedal

and press START/STOP to switch off
your vehicle.

4. You can attempt to start the vehicle by

pressing the brake pedal and
START/STOP, or press START/STOP
without pressing the brake pedal.

5. If the vehicle does not start, repeat steps

1 through 4.

JUMP STARTING THE VEHICLE

WARNING: Batteries normally

produce explosive gases which can cause
personal injury. Therefore, do not allow
flames, sparks or lighted substances to
come near the battery. When working near
the battery, always shield your face and
protect your eyes. Always provide correct
ventilation.

WARNING: Keep batteries out of

reach of children. Batteries contain sulfuric
acid. Avoid contact with skin, eyes or
clothing. Shield your eyes when working
near the battery to protect against possible
splashing of acid solution. In case of acid
contact with skin or eyes, flush immediately
with water for a minimum of 15 minutes and
get prompt medical attention. If acid is
swallowed, call a physician immediately.

WARNING: Use only adequately

sized cables with insulated clamps.

Preparing Your Vehicle

Do not attempt to push-start your automatic
transmission vehicle.

Note: Attempting to push-start a vehicle with
an automatic transmission may cause
transmission damage.

Note: Use only a 12-volt supply to start your
vehicle.

267

Roadside Emergencies

Note: Do not disconnect the battery of the
disabled vehicle as this could damage the
vehicle electrical system.

Park the booster vehicle close to the hood
of the disabled vehicle, making sure the two
vehicles do not touch.

Connecting the Jumper Cables

WARNING: Do not connect the end

of the second cable to the negative (-)
terminal of the battery to be jumped. A
spark may cause an explosion of the gases
that surround the battery.

WARNING: Do not use fuel lines,

engine valve covers, windshield wiper
arms, the intake manifold, or hood latch as
ground points.

Note: Do not attach the end of the positive
cable to the studs or L-shaped eyelet located
above the positive (+) terminal of your
vehicle’s battery. High current may flow
through and cause damage to the fuses.

Note: To avoid reverse polarity connections,
make sure that you correctly identify the
positive (+) and negative (-) terminals on both
the disabled and booster vehicles before
connecting the cables.

Note: Remove the red cap from the positive
prong (B) on your vehicle before connecting
the cables.

E226509

A. Negative prong (–).

B. Positive prong (+).

4

2

1

3

E142664

Note: In the illustration, the bottom vehicle
represents the booster vehicle.

268

Roadside Emergencies

1. Connect the positive (+) jumper cable to

the positive (+) terminal of the discharged
battery.

2. Connect the other end of the positive (+)

cable to the positive (+) terminal of the
booster vehicle battery.

3. Connect the negative (-) cable to the

negative (-) terminal of the booster
vehicle battery.

4. Make the final connection of the negative

(-) cable to an exposed metal part of the
stalled vehicle's engine, away from the
battery and the fuel injection system, or
connect the negative (-) cable to a ground
connection point if available.

Jump Starting

1. Start the engine of the booster vehicle

and rev the engine moderately, or press
the accelerator gently to keep your
engine speed between 2000 and 3000
RPM, as shown in your tachometer.

2. Start the engine of the disabled vehicle.

3. Once the disabled vehicle has been

started, run both vehicle engines for an
additional three minutes before
disconnecting the jumper cables.

Removing the Jumper Cables

Remove the jumper cables in the reverse
order that they were connected.

4

1

3

2

E142665

1. Remove the negative (-) jumper cable

from the disabled vehicle.

269

Roadside Emergencies

2. Remove the jumper cable on the

negative (-) terminal of the booster
vehicle battery.

3. Remove the jumper cable from the

positive (+) terminal of the booster vehicle
battery.

4. Remove the jumper cable from the

positive (+) terminal of the disabled
vehicle battery.

5. Allow the engine to idle for at least one

minute.

POST-CRASH ALERT SYSTEM

The system flashes the direction indicators
and sounds the horn (intermittently) in the
event of a serious impact that deploys an
airbag (front, side, side curtain or Safety
Canopy) or the seatbelt pretensioners.

The horn and indicators turn off when:
•

You press the hazard control button.

•

You press the panic button on the remote
entry transmitter (if equipped).

•

Your vehicle runs out of power.

•

Sounding of the horn is only enabled in
specific markets.

TRANSPORTING THE VEHICLE

E143886

270

Roadside Emergencies

If you need to tow your vehicle, 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. Lincoln
Motor Company does not approve a slingbelt
towing procedure. If you tow your vehicle
incorrectly, or by any other means, vehicle
damage may occur.

Lincoln Motor Company produces a towing
manual for all authorized tow truck operators.
Have your tow truck operator refer to this
manual for proper hook-up and towing
procedures for your vehicle.

It is acceptable to have your front-wheel
drive vehicle towed from the front if using
proper wheel lift equipment to raise the front
wheels off the ground. When towing in this
manner, the rear wheels can remain on the
ground.

Front-wheel drive vehicles must have the
front wheels placed on a tow dolly when
towing your vehicle from the rear using
wheel lift equipment. This prevents damage
to the transmission.

Towing an all-wheel drive vehicle requires
that all wheels be off the ground, such as
using a wheel lift and dollies or flatbed
equipment. This prevents damage to the
transmission, all-wheel drive system and
vehicle.

271

Roadside Emergencies

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 provides 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 are made
using Lincoln or Motorcraft parts, or
remanufactured or other parts that are
authorized by Lincoln.

Away From Home

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

In the United States:

Mailing address

Lincoln Motor Company
Client Relationship Center
P.O. Box 6248
Dearborn, MI 48126

Telephone

1-800-521-4140
TDD for the hearing impaired:
1-800-232-5952

Web Address

www.LincolnOwner.com

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

United States dealer locator by Dealer
Name, City, State or ZIP Code.

•

Owner Manuals.

•

Maintenance Schedules.

•

Recalls.

•

Lincoln Extended Service Plans.

•

Lincoln Original Accessories.

•

Service specials and promotions.

In Canada:

Mailing address

Lincoln Client Relationship Centre
Lincoln Motor Company of Canada, Limited
P.O. Box 2000
Oakville, Ontario L6K 1C8

Telephone

1-800-387-9333

272

Customer Assistance

Web Address

www.LincolnCanada.com

Online Resources

Twitter English

@LincolnMotorCA

Twitter French

@LincolnQC

Instagram

@LincolnMotorCA

Facebook

/LincolnMotorCA

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 Lincoln Motor Company policies,
please contact the Lincoln Client
Relationship Center.

In order to help us serve you better, please
have the following information available
when contacting a Client 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, you must directly notify
Lincoln in writing before pursuing remedies
under your state’s warranty laws. Lincoln is
also allowed a final repair attempt in some
states.

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

273

Customer Assistance

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.

274

Customer Assistance