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Texas Files Complaint against Ford over Incentive Programs Alleged Bias.(Knight Ridder/Tribune Business News)
Knight Ridder/Tribune Business News, July, 2000 by Box, Terry
Jul. 17--The State of Texas has filed a complaint against Ford Motor Co., contending that a major Ford program to improve customer satisfaction discriminates against some of its dealers.
As part of Ford's Blue Oval program, the automaker has offered to refund 1.25 percent of a vehicle's invoice price -- or about $250 per car or truck -- to dealers who are certified in the program.
There are a number of criteria that dealers must meet, but basically Ford wants them to have clean, well-maintained facilities, a process for handling customer complaints and meet certain customer-satisfaction standards.
An audit team from California-based J.D. Power and Associates has already begun one-day inspections of dealerships as part of the program, which...
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