Section A – Warranty Policy Manual
A.5 REIMBURSEMENT POLICIES
A.5.5 Miscellaneous Policies
A.5.5.1 Misc Categories
A.5.5.1.1 Consequential Expense
Not reimbursable under warranty. This includes such items (but not limited to) as commercial loss, lost wages, loss of perishables, salaries, storage, claims for hotel accommodation, meals, phone calls, travel costs, loss of use, or loss of earnings, etc.
NOTE: To the extent allowed by law, loss of time, inconvenience, loss of the use of the vehicle, commercial loss, and consequential damages are not covered
A.5.5.1.2 Delay in Submitting Claim
When a repair is delayed because parts are not available and/or are backordered, the Dealer must retain all documents showing that:
NOTE: Refer to the OWS / SERVIS2 user Guide for claim preparation procedures in these instances.
A.5.5.1.3 Discounts on Purchased Services
Any payment discounts received by a Dealership on sublet services for reasons such as prompt monthly payments, volume, etc., must be deducted from the amount charged to Ford on the warranty claim. Sublet services included in this policy are labour, parts/materials, towing, etc.
A.5.5.1.4 Ford Customer Loyalty Program
All Ford Customer Loyalty Program repairs must be at the Dealer’s applicable Warranty Labour Rate. This includes the customer’s contribution portion where both Ford and the customer may be contributing to the repair. The customer’s contribution (in a percentage split) must be calculated and charged at the Warranty rate of the repair, not the Retail rate.
For further program details, please refer to FMCDealer portal.
A.5.5.1.5 Incidental Expenses
Not reimbursable under warranty
Incidental expenses over and above those listed as Consequential Expenses are not covered under the Customer Loyalty Program (e.g., Meals, fuels, etc...). Refer to 4.4 CUSTOMER LOYALTY PROGRAMS .
A.5.5.1.6 Refunds
Owner/Dealer Refunds for Field Service Actions
When all or a portion of a repair covered by a Field Service Action is performed prior to the release of the program, both the Owner and the Dealer are eligible for a refund if refunds are specifically authorized in the program Dealer bulletin and customer letter. Where the FSA does not specify a refund, contact the CRC for assistance.
A.5.5.1.7 Repair Submission Requirements
Ford's repair submission policy is for all Dealers to submit a warranty claim immediately after the repairs have been completed. Warranty claims will not be accepted beyond the “Submission Time Limit” of the Repair Line Completion, (except where State laws mandate a longer period for Claim submission).
This submission time limit applies to:
NOTE: Loss and Damage repairs are not included in the Submission Time Limit. Loss and Damage repairs must be submitted within 90 days from the Carrier drop-off date.
A.5.5.1.8 Submission Time Limits
In general, for payment from the Company, claims must be submitted in the Warranty Claiming System within 30 calendar days of the repair completion. Additional information on Submission Time Limits is detailed below:
From repair line completion
From repair line completion
From vehicle receipt from Ford
There will be instances where the vehicle receipt date is not known or where the NBAO condition is not known until the vehicle PDI. There will be an allowance for these exceptions.
Dealer notification of the last activity on that claim (payment date, charge-back date, last appeal date).
Appeal/Supplementary claims may be made on three occasions after which the warranty claiming system will no longer accept the electronic Appeals. Dealers are required to contact the Company if necessary, to process these claims.
When a Dealer fails to submit a resubmitted claim, it will be Denied in the Warranty Claim System after 30 calendar days from the Dealer’s notification of the claim return.
Requested parts must be picked up within 30 calendar days of the Dealer being notified by Ford to return the part.
After the Dealer’s chargeback notification. There will be instances where the Dealer wants to get the chargeback part returned to them for their review, which may take more than the time period allowed. There will be an allowance for these exceptions.
Transit Damage claims must be submitted in the Warranty Claim System within 30 calendar days upon vehicle receipt.
The Audit review claim documentation must be received by the company within 30 days from the date the claim was submitted.
A.5.5.1.9 Tax
Tax is reimbursable as per the Government regulation.
A.5.5.1.10 Terminated Dealers
When a Dealer terminates, regardless of the reason, all credits or collections from Ford (including payments for warranty and policy “claims”) will be made to the Dealer of record on the day the vehicle was repaired. Questions related to credits or collections involving a terminated or replacing Dealer are to be directed to the Regional Manager. It is the responsibility of the terminating Dealer to ensure all outstanding Claims are submitted prior to the termination of their Dealer Code. Once the Dealer Code is terminated, payment of incomplete, late or Appealed claims is very difficult and can take much longer than the regular Claims payment process.
Unpaid Warranty Claim Resolution
Terminated Dealerships with outstanding unpaid warranty repairs should contact the Warranty Operations Helpdesk. Outstanding unpaid claims for Dealers that have undergone a buy/sell agreement must be resolved under the original P&A code that initiated the repair. The Purchasing Dealer cannot submit repairs under their new P&A code that were initiated prior to the effective date of the new Dealership's P&A code.