2007 Ford Escape Warranty Guide 5th Printing - Page 38

2007 Ford Escape Manual

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10. Better Business Bureau (BBB) AUTO LINE program Your satisfaction is important to Ford Motor Company and to your dealer. Experience has shown that our customers have been very successful in achieving satisfaction by following the three-step procedure outlined on the front page of this booklet. However, if your warranty concern has not been resolved using the three-step procedure, you may be eligible to participate in the BBB AUTO LINE program. The BBB AUTO LINE program consists of two parts - mediation and arbitration. Initially, the BBB will try to resolve your question or concern through mediation. Mediation is a process through which a representative of the BBB will contact the parties and explore options for settlement of your claim. If mediation is not successful, customers with eligible claims may participate in the BBB AUTO LINE 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. You are not bound by the decision unless you choose to accept it, in which case Ford must abide by the accepted decision as well. If the arbitrator has decided in your favor and you accept the decision, the BBB AUTO LINE program will contact you to ensure that Ford has complied with the decision in a timely manner. Disputes submitted to the BBB AUTO LINE program are usually decided within forty days after you file your claim with the BBB. To file a claim with BBB AUTO LINE, you will be asked for your name and address, information about your vehicle, information about your concerns and any steps you have already taken to try to resolve them. You can get more information by callng BBB AUTO LINE at 1-800-955-5100, or writing to: BBB AUTO LINE 4200 Wilson Boulevard, Suite 800 Arlington, Virginia 22203-1833 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. 36

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10. Better Business Bureau (BBB)
AUTO LINE program
Your satisfaction is important to Ford Motor Company and to your dealer.
Experience has shown that our customers have been very successful in
achieving satisfaction by following the three-step procedure outlined on
the front page of this booklet. However, if your warranty concern has not
been resolved using the three-step procedure, you may be eligible to par-
ticipate in the BBB AUTO LINE program.
The BBB AUTO LINE program consists of two parts — mediation and
arbitration. Initially, the BBB will try to resolve your question or concern
through mediation. Mediation is a process through which a representa-
tive of the BBB will contact the parties and explore options for settle-
ment of your claim. If mediation is not successful, customers with eligible
claims may participate in the BBB AUTO LINE 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 con-
sider the testimony provided and make a decision after the hearing. You
are not bound by the decision unless you choose to accept it, in which
case Ford must abide by the accepted decision as well. If the arbitrator
has decided in your favor and you accept the decision, the BBB AUTO
LINE program will contact you to ensure that Ford has complied with
the decision in a timely manner. Disputes submitted to the BBB AUTO
LINE program are usually decided within forty days after you file your
claim with the BBB.
To file a claim with BBB AUTO LINE, you will be asked for your name
and address, information about your vehicle, information about your con-
cerns and any steps you have already taken to try to resolve them.
You can get more information by callng BBB AUTO LINE at
1-800-955-5100, or writing to:
BBB AUTO LINE
4200 Wilson Boulevard, Suite 800
Arlington, Virginia 22203-1833
NOTE:
Ford Motor Company reserves the right to change eligibility limi-
tations, modify procedures, or to discontinue this process at any time
without notice and without obligation.
36