Customer Satisfaction Program

On October 13, 2017, Ford announced that it is providing a no-charge Customer Satisfaction Program for Model Year 2011-2017 Ford Explorers intended to reduce the potential for carbon monoxide to enter the vehicle. This program authorizes Ford's dealers to reprogram the climate control module, inspect rear-of-vehicle sealing and repair as necessary free of charge, regardless of the vehicle's age or mileage, until December 31, 2018. It also provides refunds for costs incurred for prior exhaust odor repairs. Requests for reimbursement must be submitted to your dealer before March 31, 2018.

While the Customer Satisfaction Program is unrelated to the Explorer Exhaust Settlement, the repairs and reimbursements available through that program overlap with some of the benefits available under the settlement. For more details, please review the below FAQs.

Frequently Asked Questions

Complimentary Service

  1. How does the service offered by the Customer Satisfaction Program differ from the repairs for exhaust odor problems offered by the New Exhaust Odor TSB referenced in the Explorer Exhaust Settlement?

    The Customer Satisfaction Program service is designed to reduce the potential for carbon monoxide to enter the vehicle. It includes inspection and, if necessary, repairs to rear-of-vehicle sealing as well as an updated reprograming of the climate control module. The New Exhaust Odor TSB, on the other hand, is designed to eliminate diagnosed instances of exhaust odor entering the vehicle. The New Exhaust Odor TSB provides updated climate control module programming, additional repairs to seal the vehicle, and provides for the installation of a modified exhaust system in a Class Vehicle equipped with a normally aspirated 3.5-liter TiVCT engine if the other repairs do not resolve the presence of Exhaust Odor in your vehicle.

  2. What vehicles are eligible to receive the free Customer Satisfaction Program service?

Any 2011-2017 Explorer, regardless of age or mileage, is eligible for the Customer Satisfaction Program service until December 31, 2018.

  1. Will the services performed under the New Exhaust Odor TSB be updated to incorporate the services offered by the Customer Satisfaction Program?

Any customer who has concerns with carbon monoxide will receive the free service offered by the Customer Satisfaction Program. The New Exhaust Odor TSB will continue to be available for customers that continue to express concerns with exhaust odor. The services available under the New Exhaust Odor TSB remain the same.


Reimbursement
  1. How does the reimbursement available under the Customer Satisfaction Program differ from the reimbursement under the Settlement Agreement?
Eligible Repairs: Any exhaust odor repairs performed before the date of the letter you received informing you of the Customer Satisfaction Program that are eligible for reimbursement under the Settlement Agreement are also eligible for reimbursement under the Customer Satisfaction Program.

Number of Repairs: Under the Settlement Agreement, the reimbursement is limited to two repairs. Under the Customer Satisfaction Program, there is no maximum number of repairs that can be reimbursed.

Amount of Reimbursement: Under the Settlement Agreement, reimbursement is capped at $175 per repair (or $500 if the repair involved the installation of a modified exhaust system in a Class Vehicle equipped with a normally aspirated 3.5-liter TiVCT engine). Under the Customer Satisfaction Program, there is no maximum reimbursement amount; the reimbursement will be for the full cost of the inspection and repair of vehicles with exhaust odor and carbon monoxide complaints.

Dates of Repairs: Under the Customer Satisfaction Program, only repairs performed before the date of the letter you received informing you of the Customer Satisfaction Program are eligible for reimbursement. Under the Settlement Agreement, in-warranty repair owners may seek reimbursement for repairs occurring before the later of 4 years/48,000 miles after the vehicle was placed in service (whichever comes first), or 60 days after the Settlement Effective Date. Post-warranty repair owners may seek reimbursement for repairs occurring before the later of 60 days after the Settlement Effective Date, or 60 days after the expiration of the vehicle’s Bumper-to-Bumper Warranty Coverage Period.

Settlement Customer Satisfaction Program
Number of Repairs to be Reimbursed Maximum of 2 No Maximum
Amount of Reimbursement Maximum of $175 per repair (or $500 for installation of modified exhaust system) No Maximum
Date of Repair to be Reimbursed For in-warranty repair owners, the later of:
  • 4 years/48,000 miles after the vehicle was placed in service (whichever comes first), or
  • 60 days after the Effective Date of Settlement
For post-warranty repair owners, the later of:
  • 60 days after the Settlement Effective Date, or
  • 60 days after the expiration of the Bumper-to-Bumper Warranty Coverage Period
Before the date of the letter you received informing you of the Customer Satisfaction Program

  1. How do I obtain a reimbursement under the Customer Satisfaction Program?

Give your Ford dealer receipts for the exhaust odor repair for which you seek reimbursement. The dealer will process your request.

  1. Is there a deadline to submit a claim for reimbursement under the Customer Satisfaction Program?

Yes. Claims must be submitted to your dealer by March 31, 2018.

  1. Can I seek reimbursement for the same repair under both the Settlement Agreement and the Customer Satisfaction Program?

No.

Inability to Repair Remedy

  1. Does the Customer Satisfaction Program affect the Inability to Repair Remedy benefit offered by the Settlement Agreement?

No. Eligibility of Settlement Class Members whose vehicles cannot be repaired to participate in a mediation or arbitration before the Better Business Bureau under the criteria established in the Settlement Agreement is not changed by the Customer Satisfaction Program.