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February 10, 2020 NHTSA CAMPAIGN NUMBER: 20V072000
Rear Suspension Toe Links May Fracture
A fractured rear toe link will cause a sudden change in vehicle handling and increase the risk of a crash.
NHTSA Campaign Number: 20V072
Manufacturer Ford
Motor Company
Components SUSPENSION
Potential Number of Units Affected 211,207
Summary
Ford Motor Company (Ford) is recalling certain 2013-2018 Lincoln MKT and Ford Flex and Taurus vehicles with the Police Interceptor or SHO Performance Pack. The rear suspension toe links may fracture due to stress on the rear suspension.
Remedy
Ford will notify owners, and dealers will replace the rear suspension toe links, free of charge. Remedy parts are not currently available. Owners will be notified about the recall beginning March 2, 2020. A second notice will be mailed when remedy parts become available, which is currently expected to be in summer of 2020. Owners may contact Ford customer service at 1-866-436-7332 or Lincoln customer service at 1-800-521-4140. Ford’s number for this recall is 20S04.
Notes
Owners may also contact the National Highway Traffic Safety Administration Vehicle Safety Hotline at 1-888-327-4236 (TTY 1-800-424-9153), or go to www.safercar.gov.
Check if your Vehicle has a Recall
February 11, 2020
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Advance Notice – Safety Recall 20S04
Certain 2013-2018 Model Year Flex, MKT, Police Interceptor Sedan, and Taurus
SHO with Performance Pack Vehicles
Rear Suspension Toe Link Replacement
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Flex | 2013-2018 | Oakville | September 12, 2011 through June 1, 2017 |
| MKT | September 12, 2011 through June 1, 2017 | ||
| Police Interceptor Sedan | Chicago | August 25, 2011 through June 1, 2017 | |
| Taurus SHO with Performance Pack | August 25, 2011 through June 1, 2017 |
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS SAFETY RECALL
In all of the affected vehicles, full suspension jounce and rebound travel, over time, may increase the bending stress on the rear suspension toe link(s), which may result in toe link fracture. A customer with a fractured toe link may experience noise, unusual vehicle handling characteristics, or difficulty controlling the vehicle. A fracture of a toe link while driving increases the risk of a crash.
SERVICE ACTION
DO NOT DEMONSTRATE OR DELIVER any new in-stock vehicles involved in this safety recall. A complete Dealer Bulletin will be provided to dealers in late third quarter 2020 when it is anticipated that parts ordering information and repair instructions will be available to support this safety recall.
IMPORTANT: Dealers should open a Repair Order (RO) only when a full dealer bulletin is published. Opening an RO against an Awareness or Advance Notice will result in warranty rejections against a recall.
CUSTOMER NOTIFICATION
Owner letters are expected to be mailed the week of March 2, 2020. Owners of record will again be notified via first-class mail after repair instructions and parts ordering information have been provided to dealers.
PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of up to $21,000 per vehicle. Correct all vehicles in your new vehicle inventory prior to delivery.
QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.
Sincerely,
David J. Johnson
March 2020
* * * IMPORTANT SAFETY RECALL * * *
Safety Recall Notice 20S04 / NHTSA Recall 20V-072
2017 Taurus
Your Vehicle Identification Number (VIN):
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Ford Motor Company has decided that a defect which relates to motor vehicle safety exists in your vehicle, with the VIN shown above.
We apologize for this situation and want to assure you that, with your assistance, we will correct this condition. Our commitment, together with your dealer, is to provide you with the highest level of service and support.
| What is the issue? | On your vehicle, frequent full suspension jounce and rebound travel may increase the stress on the rear suspension toe link, which may, over time, result in a toe link fracture. |
| What is the risk? | Rear toe link fracture while driving could result in a noise, unusual vehicle handling characteristics, or difficulty controlling the vehicle and may increase the risk of a crash. |
| What will Ford and your dealer do? | Ford Motor Company is working closely with its suppliers to produce parts for this repair. When parts become available, Ford Motor Company will notify you via mail to schedule a service appointment with your dealer for repairs to be completed free of charge (parts and labor). Parts are anticipated to be available in the third quarter of 2020. |
| What should you do? | When parts are available, Ford Motor Company will send a letter to inform you that parts are available and to contact your dealer to schedule a repair.
Ford If you do not already have a servicing dealer, you can access www.Fordowner.com for dealer addresses, maps, and driving instructions. Please note: Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days. |
Thank you for your attention to this important matter.
Ford Customer Service Division
Marzo de 2020
* * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * *
Seguridad Aviso de campaña 20S04 / Campaña NHTSA 20V-072
2017 Taurus
Número de identificación del vehículo (VIN):
Este aviso se le envía de acuerdo con la Ley Nacional de Seguridad y Tránsito de Vehículos de los EE. UU. Ford Motor Company ha determinado que su vehículo presenta un defecto relacionado con la seguridad del motor, con el VIN que aparece más arriba.
Lamentamos esta situación y deseamos asegurarle que, con su ayuda, corregiremos el problema. Nuestro compromiso, junto con el de su distribuidor, es ofrecerle servicio y apoyo de alto nivel.
| ¿Cuál es el problema? | Un frecuente desplazamiento de aplastamiento y rebote de la suspensión total podría aumentar la tensión sobre el tirante de ajuste de convergencia de la suspensión trasera de su vehículo, lo cual, con el tiempo, podría resultar en una fractura del tirante de ajuste de convergencia. |
| ¿Qué riesgo existe? | Si mientras maneja se produce una fractura del tirante de ajuste de convergencia trasero se podría producir un ruido, características inusuales de manejo del vehículo o problemas para controlar el vehículo, lo cual podría aumentar el riesgo de choque. |
| ¿Qué medidas adoptarán Ford y su distribuidor? | Ford Motor Company colabora estrechamente con sus proveedores para fabricar las piezas para esta reparación. Cuando estas estén disponibles, Ford Motor Company le avisará mediante correo para programar una cita de servicio con su distribuidor y así realizar las reparaciones sin costo alguno (piezas y mano de obra). Se prevé que las piezas estarán disponibles en el tercer trimestre de 2020. |
| ¿Qué debe hacer? | Cuando las piezas estén disponibles, Ford Motor Company le enviará una carta para informarle la disponibilidad de estas y solicitarle que se comunique con su distribuidor a fin de programar la reparación.
Para esta campaña de seguridad, Ford Si aún no tiene un distribuidor para realizar el servicio, puede acceder a www.Fordowner.com para conocer las direcciones de los distribuidores, ver mapas y obtener las instrucciones para llegar. Tenga presente que: la ley federal exige que los arrendadores de vehículos que reciban este aviso de campaña envíen una copia del mismo al arrendatario en un plazo de diez días. |
Gracias por su atención en este asunto sumamente importante.
Ford, División de Servicio al Cliente
October 2, 2020
TO: All U.S. Ford and Lincoln Dealers
SUBJECT: NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Safety Recall 20S04
Certain 2013-2018 Model Year Flex, MKT, Police Interceptor Sedan, and Taurus
SHO with Performance Pack Vehicles
Rear Suspension Toe Link Replacement
AFFECTED VEHICLES
| Vehicle | Model Year | Assembly Plant | Build Dates |
| Flex | 2013-2018 | Oakville | September 12, 2011 through June 1, 2017 |
| MKT | September 12, 2011 through June 1, 2017 | ||
| Police Interceptor Sedan | Chicago | August 25, 2011 through June 1, 2017 | |
| Taurus SHO with Performance Pack | August 25, 2011 through June 1, 2017 |
Affected vehicles are identified in OASIS and FSA VIN Lists.
REASON FOR THIS SAFETY RECALL
In all of the affected vehicles, full suspension jounce and rebound travel, over time, may increase the bending stress on the rear suspension toe link(s), which may result in toe link fracture. A customer with a fractured toe link may experience noise, unusual vehicle handling characteristics, or difficulty controlling the vehicle. A fracture of a toe link while driving increases the risk of a crash.
SERVICE ACTION
Before demonstrating or delivering any new in-stock vehicles involved in this recall, dealers are to replace both rear suspension toe links, clean any mud from the toe link mounting area, check alignment and, if necessary, adjust rear toe. This service must be performed on all affected vehicles at no charge to the vehicle owner.
OWNER NOTIFICATION AND MAILING SCHEDULE
Owner letters are expected to be mailed the week of October 19, 2020. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.
PLEASE NOTE:
Federal law requires dealers to complete this recall service before a new vehicle is delivered to the buyer or lessee. Violation of this requirement by a dealer could result in a civil penalty of up to $21,000 per vehicle. Correct all vehicles in your new vehicle inventory before delivery.
ATTACHMENTS
Attachment I: Administrative Information
Attachment II: Labor Allowances and Parts Ordering Information
Attachment III: Technical Information
Owner Notification Letters
Recall Reimbursement Plan
QUESTIONS & ASSISTANCE
For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician Society (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.
Sincerely,
David J. Johnson
ATTACHMENT I
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD –
Safety Recall 20S04
Certain 2013-2018 Model Year Flex, MKT, Police Interceptor Sedan, and Taurus SHO with
Performance Pack Vehicles
Rear Suspension Toe Link Replacement
OASIS ACTIVATION
OASIS was activated on February 11, 2020.
FSA VIN LISTS ACTIVATION
FSA VIN Lists have been available through https://web.fsavinlists.dealerconnection.com since February 11, 2020. Owner names and addresses have been available since March 11, 2020.
NOTE: Your FSA VIN Lists may contain owner names and addresses obtained from motor vehicle registration records. The use of such motor vehicle registration data for any purpose other than in connection with this recall is a violation of law in several states, provinces, and countries. Accordingly, you must limit the use of this listing to the follow-up necessary to complete this recall.
SOLD VEHICLES
- Ford has not issued instructions to stop selling/delivering or driving used vehicles under this safety recall. Owners should contact their dealer for an appointment to have their vehicles remedied as soon as practicable. Owners can continue to safely drive their vehicles.
- Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date.
- Correct other affected vehicles identified in OASIS which are brought to your dealership.
- Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory.
STOCK VEHICLES
- Correct all affected units in your new vehicle inventory before delivery.
- Use OASIS to identify any affected vehicles in your used vehicle inventory.
DEALER-OPERATED RENTAL VEHICLES
The Fixing America’s Surface Transportation (FAST) Act law effective June 2016 prohibits a rental company from selling, renting or leasing vehicles subject to a safety or compliance recall. Please consult your legal counsel for legal advice.
TITLE BRANDED / SALVAGED VEHICLES
Affected title branded and salvaged vehicles are eligible for this recall.
OWNER REFUNDS
- This safety recall must still be performed, even if the owner has paid for a previous repair. Claiming a refund will not close the recall on the vehicle.
- Ford Motor Company is offering a refund for owner-paid repairs covered by this recall if the repair was performed prior to the date indicated in the reimbursement plan, which is posted with this bulletin. Owners are directed to seek reimbursement through authorized dealers or, at their option, directly through Ford Motor Company at P.O. Box 6251, Dearborn, MI 481216251.
- Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the end date specified in the reimbursement plan. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
- Refunds will only be provided for the cost associated with rear suspension toe link replacement due to fracture.
RENTAL VEHICLES
Rental vehicles are not approved for this program.
ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)
Additional repairs identified as necessary to complete the FSA should be managed as follows:
- For related damage and access time requirements, refer to the Warranty and Policy Manual / Section 6 – Ford & Lincoln Program Policies / General Information & Special Circumstances for FSA’s / Related Damage.
- For vehicles within new vehicle bumper-to-bumper warranty coverage, no SSSC approval is required, although related damage must be on a separate repair line with the “Related Damage” radio button checked.
- For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit an Approval Request to the SSSC Web Contact Site prior to completing the repair.
CLAIMS PREPARATION AND SUBMISSION
- Claim Entry: Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
- When entering claims, select claim type 31: Field Service Action. The FSA number 20S04 is the sub code.
- For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
- Related Damage/Additional labor and/or parts: Must be claimed as Related Damage on a separate repair line from the FSA with same claim type and sub code as described in Claim Entry above.
IMPORTANT: Click the Related Damage Indicator radio button.
- Refunds: Submit refunds on a separate repair line.
- Program Code: 20S04 – Misc. Expense: ADMIN
- Expense: REFUND – Misc. Expense: 0.2 Hrs.
- Multiple refunds should be submitted on one repair line and the invoice details for each repair should be detailed in the comments section of the claim.
ATTACHMENT II
NEW VEHICLE DEMONSTRATION / DELIVERY HOLD –
Safety Recall 20S04
Certain 2013-2018 Model Year Flex, MKT, Police Interceptor Sedan, and Taurus SHO with
Performance Pack Vehicles
Rear Suspension Toe Link Replacement
LABOR ALLOWANCES
| Description | Labor Operation | Labor Time |
| Replace both rear suspension toe links, check alignment and, if necessary, adjust rear toe | 20S04B | 1.2 Hours |
PARTS REQUIREMENTS / ORDERING INFORMATION
SSSC Web Contact Site:
To place an order for the Toe Link Kit used in the Taurus SHO and MKT Limo submit a VIN-specific Part Order contact via the SSSC Web Contact Site.
| Description | Order Quantity | Claim Quantity | Part Number |
| Toe Link Kit – MKT Limo | 1 | 1 | DE9Z-5A972-H |
|
|
Dealers will be notified via a DOES II communication if circumstances warrant a change in part supply strategy and when open ordering resumes.
Order the parts below through normal order processing channels:
| Description | Order Quantity | Claim Quantity | Part Number |
| Toe Link Kit – MKT (Except Limo), Police Interceptor, Flex, Taurus SHO with Performance Pack | 1 | 1 | DE9Z-5A972-G |
|
|
To guarantee the shortest delivery time, an emergency order for parts must be placed.
DEALER PRICE
For latest prices, refer to DOES II.
PARTS RETENTION AND RETURN
Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS RETENTION AND RETURN POLICIES.
PARTS RETENTION, RETURN, & SCRAPPING
Follow the provisions of the Warranty and Policy Manual, Section 1 – WARRANTY PARTS RETENTION AND RETURN POLICIES. If a replaced part receives a scrap disposition, the part must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall.
EXCESS STOCK RETURN
Excess stock returned for credit must have been purchased from Ford Customer Service Division in accordance with Policy Procedure Bulletin 4000.
ATTACHMENT III
CERTAIN 2013-2018 MODEL YEAR FLEX, MKT AND TAURUS POLICE AND SHO VEHICLES EQUIPPED WITH A PERFORMANCE PACKAGE — REAR SUSPENSION TOE LINK BROKEN
SERVICE PROCEDURE
WARNING: Suspension fasteners are critical parts that affect performance of vital components and systems. Tighten fasteners as specified. Measure the distance from the center of the wheel hub to the lip of the fender with the vehicle in a level, static ground position (ride height) before disassembly. When securing the new toe link, it must be secured at the previously measured ride height.
WARNING: Tighten the suspension bushing fasteners with the suspension supported at ride height or with the weight of the vehicle resting on the wheels and tires, otherwise toe link and bushing damage may occur.
- Replace both rear toe links including all fasteners, check alignment and, if necessary, adjust rear toe. Please follow the Workshop Manual (WSM) procedures in Section 204-02.
NOTE: The new toe link adjustment sleeve jam nuts are only finger tight. The jam nuts must be tightened to the torque specification in the WSM even if toe adjustment is not necessary.
NOTE: The toe links must be secured at ride height during replacement. See Figure 1.
IMPORTANT NOTE: Federal law prohibits selling motor vehicle parts or components that are under safety, compliance, or emissions recall. Unless a part is requested to be returned to Ford, all parts replaced under this FSA must be scrapped in accordance with all applicable local, state and federal environmental protection and hazardous material regulations. Refer to the Parts Retention, Return, & Scrapping section of the FSA dealer bulletin for further information.
Ford Motor Company
Recall Reimbursement Plan for 20S04
Ford and Lincoln dealers are in the best position to quickly and efficiently process reimbursement requests. However, federal legislation requires all motor vehicle manufacturers to establish processes through which customers may seek recall reimbursement directly from the manufacturer or from the dealers.
Regarding the specific reimbursement plan for Recall # 20S04, owners who have paid for service to remedy the defect or noncompliance must have had that service performed prior to November 6, 2020. After this date, if repairs related to this recall are performed by a non-Ford repair facility in an emergency situation, customers must submit any refund requests through their dealership. As required by this federal regulation, Ford Motor Company submitted the details of its latest General Recall Reimbursement Plan in a letter to the National Highway Traffic Safety Administration (NHTSA) in February 2019. The following is the text of that letter and the Plan:
General Recall Reimbursement Plan
(As submitted to the NHTSA)
Pursuant to the requirements set forth in 49 CFR Part 573 and Part 577 of the Code of Federal Regulations, Ford Motor Company (Ford) is submitting required information pertaining to our general reimbursement plan for the cost of remedies paid for by vehicle owners before they are notified of a related safety recall.
Set forth below is Ford’s general plan to reimburse owners and purchasers for costs incurred for remedies in advance of notification of potential safely-related defects or noncompliances pursuant to Part 573.6 (c)(8)(i). This plan has not changed since our February 20, 2019 submission.
Reimbursement Notification
Ford’s notice to a vehicle owner in accordance with 49 CFR Part 577 will indicate that Ford is offering a refund if the owner paid to have service to remedy the defect or noncompliance prior to a specified ending date. In accordance with Part 573.13 (c)(2), this ending date will be defined as a minimum of ten calendar days after the date on which Ford mailed the last of its Part 577 notifications to owners, and will be indicated in the specific reimbursement plan available to owners for an individual recall. This notice will direct owners to seek eligible reimbursement through authorized dealers or, at their option, directly through Ford at the following address:
Ford Motor Company
P.O. Box 6251
Dearborn, MI 48121-6251
Ford notes that this rule allows for the identification of a beginning date for reimbursement eligibility. Under the rule, an owner who paid to remedy the defect or noncompliance prior to the identified beginning date would not be eligible for reimbursement. Ford generally has not established such a beginning date for reimbursement eligibility and does not presently anticipate changing this general policy. However, in any case where Ford determines a beginning date is appropriate, Ford will indicate that date in the owner notice. As permitted by 577.11(e), Ford may not include a reimbursement notification when all vehicles are well within the warranty period, subject to approval by the agency.
Costs to be Reimbursed
For vehicles, reimbursement will not be less than the lesser of:
- The amount paid by the owner for the remedy that specifically addressed and was reasonably necessary to correct the defect or noncompliance that is the subject of the recall, or
- The cost of parts for the remedy (to be no more than the manufacturer’s list retail price for authorized part(s), plus associated labor at local labor rates, miscellaneous fees (such as disposal of waste) and taxes.
For replacement equipment, reimbursement will be the amount paid by the owner for the replacement item (limited by the amount of the retail list price of the defective or noncompliant item that was replaced, plus taxes, where the brand or model purchased by the owner was different than the brand or model that was the subject of the recall). If the item of motor vehicle equipment was repaired, the reimbursement provisions identified above for vehicles will apply.
Ford notes that costs incurred by the owner within the period during which Ford’s original or extended warranty would have provided for a free repair of the problem will not be eligible for reimbursement, as provided by Part 573.13 (d)(1).
Entities Authorized to Provide Reimbursement
Ford will continue to use authorized dealers to reimburse owners under the specific reimbursement plans for a particular recall, and will encourage owners to pursue requests for reimbursement directly through dealers to expedite reimbursement. Ford will also provide a mailing address to which customers can, at their option, send requests for reimbursement directly to Ford, as previously noted. Requests for reimbursement sent directly to Ford may take up to 60 days to process.
Whether the owner chooses to pursue reimbursement requests through a dealer or directly through Ford, the owner will be directed to submit the required documentation, upon which reimbursement eligibility will be determined.
Required Documentation
The reimbursement determination will depend upon the information provided by the customer. Consistent with Part 573.13 (d)(4) the following information must be submitted:
- Claimant name and address
- Vehicle make, model, and model year
- Vehicle identification number (VIN) and, for replacement equipment, a description of such equipment or, for tires, the model, size and TIN (DOT code)
- Identification of the recall number (either the Ford recall number or the NHTSA recall number)
- Identification of the owner of the recalled vehicle at the time that the pre-notification remedy was obtained
- An original receipt for the pre-notification remedy that includes a breakdown of the amount for parts, labor, other costs and taxes, including costs for the replacement item. Where the receipt covers work other than to address the recall or noncompliance, Ford may require the claimant to separately identify costs that are eligible for reimbursement.
- If the remedy was obtained during the warranty period, documentation indicating that the warranty was not honored or the warranty repair did not correct the problem related to the
Failure to submit all of the above information may result in denial of the reimbursement request.
Additional Information
The Part 577 required owner notice will provide a toll-free telephone number through which specific information about the reimbursement plan can be requested from Ford. This general reimbursement plan will be incorporated into notifications pursuant to Part 573.6 by reference. Information specific to an individual recall also may be incorporated into the Part 573.6 notification.
October 2020
* * * IMPORTANT SAFETY RECALL * * *
Safety Recall Notice 20S04 / NHTSA Recall 20V072
2018 Flex
Your Vehicle Identification Number (VIN):
This notice is sent to you in accordance with the National Traffic and Motor Vehicle Safety Act. Ford Motor Company has decided that a defect which relates to motor vehicle safety exists in your vehicle, with the VIN shown above.
We apologize for this situation and want to assure you that, with your assistance, we will correct this condition. Our commitment, together with your dealer, is to provide you with the highest level of service and support.
| What is the issue? | On your vehicle, frequent full suspension jounce and rebound travel may increase the stress on the rear suspension toe link, which may, over time, result in a toe link fracture. |
| What is the risk? | Rear toe link fracture while driving could result in a noise, unusual vehicle handling characteristics, or difficulty controlling the vehicle and may increase the risk of a crash. |
| What will Ford and your dealer do? | Parts are now available to repair your vehicle. Ford Motor Company has authorized your dealer to replace both rear suspension toe links free of charge (parts and labor). |
| How long will it take? | The time needed for this repair is less than one-half day. However, due to service scheduling requirements, your dealer may need your vehicle for a longer period of time. |
| What should you do? | Please call your dealer without delay and request a service date for Recall 20S04. Provide the dealer with your VIN, which is printed near your name at the beginning of this letter.
Ford If you do not already have a servicing dealer, you can access www.owner.ford.com for dealer addresses, maps, and driving instructions. Ford Please note: Federal law requires that any vehicle lessor receiving this recall notice must forward a copy of this notice to the lessee within ten days. NOTE: You can receive information about Recalls and Customer Satisfaction Programs through our FordPass App. The app can be downloaded through the App Store or Google Play. In addition there are other features such as reserving and paying for parking in certain locations and controlling certain functions on your vehicle (lock or unlock doors, remote start) if it is equipped to allow control. |
| COVID-19
(CORONAVIRUS) | Ford dealerships have implemented enhanced protocols to ensure both your safety and the safety of dealership employees. This includes specific procedures for cleaning and disinfecting customer vehicles before and after each vehicle is serviced. In most places, vehicle service has been deemed a critical service. Please contact your local dealer to confirm current service hours. For more information on how Ford and your local dealer are working hard to keep you on the road during these challenging times, please visit www.owner.ford.com. |
| Have you previously paid for this repair? | If you have previously paid for a repair that addresses the issue described in this letter, you still need to have this recall performed to ensure the correct parts were used.
You may be eligible for a refund of previously paid repairs. Refunds will only be provided for service related to rear suspension toe link replacement due to fracture. To verify eligibility and expedite reimbursement, give your paid original receipt to your dealer. Refund requests may also be sent directly to Ford Ford Refund requests mailed to this address may take up to 60 days to process. Your original receipt will be returned to you. Detailed information regarding eligibility for Ford |
| What if you no longer own this vehicle? | If you no longer own this vehicle, and have an address for the current owner, please forward this letter to the new owner.
You received this notice because government regulations require that notification be sent to the last known owner of record. Our records are based primarily on state registration and title data, which indicate that you are the current owner. |
| Can we assist you further? | If you have difficulties getting your vehicle repaired promptly and without charge, please contact your dealership’s Service Manager for assistance.
RETAIL OWNERS: If you have questions or concerns, please contact our Ford For the hearing impaired call 1-800-232-5952 (TDD). Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). FLEET OWNERS: If you have questions or concerns, please contact our Fleet Customer Information Center at 1-800-34-FLEET, choose Option #3, and one of our representatives will be happy to assist you. If you wish to contact us through the Internet, our address is: www.fleet.ford.com. Representatives are available Monday through Friday: 8:00AM – 8:00PM (Eastern Time). If you are still having difficulty getting your vehicle repaired in a reasonable time or without charge, you may write the Administrator, National Highway Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590 or call the toll free Vehicle Safety Hotline at 1-888-327-4236 (TTY: 1-800-424-9153) or go to www.safercar.gov. Reference NHTSA Safety Recall 20V072. |
Thank you for your attention to this important matter.
Ford Customer Service Division
Octubre de 2020
* * * CAMPAÑA DE SEGURIDAD IMPORTANTE * * *
Aviso de campaña de seguridad 20S04 / Campaña 20V072 de la NHTSA
2018 Flex
Número de identificación del vehículo (VIN):
Este aviso se le envía de acuerdo con la Ley Nacional de Seguridad y Tránsito de Vehículos de los EE. UU.
Ford Motor Company ha determinado que su vehículo presenta un defecto relacionado con la seguridad del motor, con el VIN que aparece más arriba.
Lamentamos esta situación y deseamos asegurarle que, con su ayuda, corregiremos el problema. Nuestro compromiso, junto con el de su distribuidor, es ofrecerle servicio y apoyo de alto nivel.
| ¿Cuál es el problema? | Un frecuente desplazamiento de aplastamiento y rebote de la suspensión total podría aumentar la tensión sobre el tirante de ajuste de convergencia de la suspensión trasera de su vehículo, lo cual, con el tiempo, podría resultar en una fractura del tirante de ajuste de convergencia. |
| ¿Qué riesgo existe? | Si mientras maneja se produce una fractura del tirante de ajuste de convergencia trasero se podría producir un ruido, características inusuales de manejo del vehículo o problemas para controlar el vehículo, lo cual podría aumentar el riesgo de choque. |
| ¿Qué medidas adoptarán Ford y su distribuidor? | Las piezas para reparar su vehículo ya se encuentran disponibles. Ford Motor Company ha autorizado a su distribuidor a reemplazar ambos tirantes de ajuste de convergencia de la suspensión trasera sin costo alguno (piezas y mano de obra). |
| ¿Cuánto tiempo tomará? | El tiempo necesario para esta reparación será de menos de medio día. Sin embargo, debido a los requisitos de planificación de servicio, es posible que su distribuidor tarde un poco más. |
| ¿Qué debe hacer? | Llame a su distribuidor lo antes posible y solicite una cita de servicio para llevar a cabo la campaña 20S04. Proporcione el VIN a su distribuidor, el cual está impreso debajo de sus datos al comienzo de esta carta.
Para esta campaña de seguridad, Ford Si aún no tiene un distribuidor para realizar el servicio, puede acceder a www.owner.ford.com para conocer las direcciones de los distribuidores, ver mapas y obtener las instrucciones para llegar. Ford Tenga presente que: la ley federal exige que los arrendadores de vehículos que reciban este aviso de campaña envíen una copia del mismo al arrendatario en un plazo de diez días. NOTA: puede recibir información sobre las campañas y los programas de satisfacción del cliente a través de la aplicación FordPass. La aplicación se puede descargar a través de App Store o Google Play. Adicionalmente, existen otras funciones, como reserva y pago de estacionamientos en ciertos lugares, además de control de ciertas funciones en el vehículo (bloqueo y desbloqueo de puertas, arranque remoto) si así está equipado para permitir el control. |
| COVID-19
(CORONAVIRUS) | Los distribuidores Ford han implementado protocolos mejorados con el fin de asegurar tanto su seguridad como la de los empleados de los diferentes distribuidores. Esto incluye procedimientos específicos de limpieza y desinfección antes y después de realizar servicio en cada uno de los vehículos de nuestros clientes. En la mayoría de los lugares, la atención de vehículos se ha considerado un servicio fundamental. Póngase en contacto con su distribuidor local para confirmar las horas de servicio actuales. Para obtener más información sobre cómo Ford y su distribuidor local están trabajando arduamente para mantenerlo en las calles durante estos tiempos difíciles, visite www.owner.ford.com. |
| ¿Ha pagado anteriormente por esta reparación? | Si ha pagado previamente por la reparación que resuelve el problema descrito en esta carta, igualmente deberá realizar esta campaña a fin de asegurarse de que se hayan utilizado las piezas correctas.
Es posible que cumpla con los requisitos para recibir un reembolso por las reparaciones pagadas previamente. Solo se otorgarán reembolsos de servicios relacionados con el reemplazo de los tirantes de ajuste de convergencia de la suspensión trasera debido a fractura. Para comprobar si cumple con los requisitos y agilizar el reembolso, proporcione el recibo de pago original a su distribuidor. También puede enviar las solicitudes de reembolso directamente a Ford Comuníquese con el Centro de Relación con Clientes al 1-866-436-7332 para obtener información detallada relacionada con el programa de reembolso de Ford |
| ¿Qué pasa si usted ya no es el propietario del vehículo? | Si usted ya no es el propietario del vehículo y tiene la dirección del propietario actual, le solicitamos que le reenvíe esta carta.
Usted recibió este aviso porque las regulaciones del gobierno exigen el envío de notificaciones al propietario conocido más reciente del registro. Nuestros registros se basan principalmente en datos estatales y de propiedad, que indican que usted es el propietario actual del vehículo. |
| ¿Podemos hacer algo más por usted? | Si tiene problemas para reparar de inmediato su vehículo y sin costo alguno, comuníquese con el Gerente de Servicio de su distribuidor para solicitar ayuda.
PROPIETARIOS MINORISTAS: si tiene dudas o preguntas, comuníquese con nuestro Centro de Relación con Clientes Ford Las personas con problemas de audición pueden llamar al 1-800-232-5952 (TDD). Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). PROPIETARIOS DE FLOTAS: si tiene dudas o preguntas, comuníquese con nuestro Centro de Información a Clientes de flotas al 1-800-34-FLEET, elija la opción n.° 3 y uno de nuestros representantes con gusto lo atenderá. Si desea comunicarse con nosotros a través de Internet, nuestra dirección es: www.fleet.ford.com. Los representantes atienden de lunes a viernes, de 8:00 a.m. a 8:00 p.m. (hora del este). Si continúa con dificultades para reparar su vehículo en un tiempo razonable o sin cargo, le sugerimos que escriba al Administrador, National Highway Traffic Safety Administration, 1200 New Jersey Ave. S.E., Washington, D.C. 20590 o bien que llame sin cargo a la línea directa de seguridad vehicular al 1-888-327-4236 (TTY: 1-800-424-9153) o visite www.safercar.gov. Referencia: campaña de seguridad 20V072 de la NHTSA. |
Gracias por su atención en este asunto sumamente importante.
Ford, División de Servicio al Cliente
FORD MOTOR COMPANY ISSUES SAFETY RECALL FOR SELECT VEHICLES FOR REAR TOE LINK FRACTURES
FEB 12, 2020 | DEARBORN, MICH.
DEARBORN, Mich., Feb. 12, 2020 – Ford Motor Company is issuing a safety recall for select 2013-18 Ford Flex, Ford Taurus Police Interceptor Sedan, Ford Taurus SHO and Lincoln MKT vehicles. Affected vehicles that are exposed to frequent full rear-suspension articulation (jounce and rebound) may experience a fractured rear suspension toe link. A rear toe link fracture while driving increases the risk of a crash.
Ford is not aware of any reports of accident or injury related to this condition for the specified vehicles.
This action affects 211,207 vehicles in the U.S. and federal territories, 15,281 in Canada and 1,396 in Mexico.
Affected vehicles include:
- 2013-18 Ford Flex and Lincoln MKT vehicles built at Oakville Assembly Plant, Sept. 12, 2011, to June 1, 2017
- 2013-18 Ford Taurus Police Interceptor Sedan and Ford Taurus SHO Performance Pack equipped vehicles built at Chicago Assembly Plant, Aug. 25, 2011, to June 1, 2017
Dealers will replace the left- and right-hand rear suspension toe links with new forged toe links. The Ford reference number for this recall is 20S04.
Flex, MKT, Taurus Police Interceptor Sedan and Certain Taurus SHO Vehicles – Rear Suspension Toe LinkFractures – Revised Chronology – Ford Recall 20S04
June 2019: Ford approved service actions for specific populations of Taurus, Flex, MKS, and MKT vehicles in Canada based on certain unique road conditions contributing to elevated rates of rear suspension toe link fractures at a lower time in service. For the remainder of the global population of 2009-2018 MY Taurus/Flex/MKS/MKT vehicles, the rate was low. Ford continued to monitor and investigate reports globally for vehicles not included in the prior service actions and shared the status of its ongoing investigation with the agency.
June 2019 – January 2020: As part of its ongoing investigation regarding the global performance of these vehicles and based on evaluation of complaint vehicles in the field, Engineering conducted extensive computer simulated and physical life cycle testing to identify potential contributors to toe link fracture. This testing confirmed that toe link fracture is not expected to occur on vehicles subjected to the types of road conditions and vehicle applications for which these vehicles were designed and tested. However, this testing also found that certain vehicles with a relatively high toe link torsional bushing rate (stiffer), subjected to frequent full rear suspension articulation (jounce and rebound), could potentially experience a toe link failure. As of December 2019, there have been six reports to Ford of fractured rear suspension toe links on 2013-2018 Flex/MKT/Taurus Police vehicles in the U.S.. These vehicles have a relatively high toe link torsional bushing rate. Analysis based on field data indicates that these vehicles operated in non-recalled markets may have a low but increasing rate of toe link fractures during their anticipated useful life.
On February 3, 2020, Ford’s Field Review Committee reviewed the concern and approved a field action.
Ford is not aware of any reports of accident or injury related to this condition in markets included in this action.
August 11, 2020: Ford revised the Owner Letter mailing date in the Recall Schedule
18 Affected Products
Vehicles
| MAKE | MODEL | YEAR |
| FORD | FLEX | 2013-2018 |
| FORD | TAURUS | 2013-2018 |
| LINCOLN | MKT | 2013-2018 |
10 Associated Documents
Manufacturer Notices(to Dealers,etc) – Dealer NOtification re NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Advance Notice – Safety Recall 20S04 Certain 2013-2018 Model Year Flex, MKT, Police Interceptor Sedan, and Taurus SHO with Performance Pack Vehicles Rear Suspension Toe Link Replacement
RCMN-20V072-4484.pdf 113.048KB
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Miscellaneous Document – Press Release re Ford Motor Company Issues Safety Recall For Select Vehicles for Rear Toe Link Fractures
RMISC-20V072-7816.pdf 55.059KB
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Defect Notice 573 Report
RCLRPT-20V072-9050.PDF 216.093KB
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Recall Acknowledgement
RCAK-20V072-9080.pdf 244.843KB
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Interim Owner Notification Letter(Part 577)
RIONL-20V072-0719.pdf 85.413KB
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Manufacturer Notices(to Dealers,etc) – Dealer Notification re NEW VEHICLE DEMONSTRATION / DELIVERY HOLD – Safety Recall 20S04 Certain 2013-2018 Model Year Flex, MKT, Police Interceptor Sedan, and Taurus SHO with Performance Pack Vehicles Rear Suspension Toe Link Replacement
RCMN-20V072-3791.pdf 394.886KB
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Miscellaneous Document – Toe Link Chronology
RMISC-20V072-6794.pdf 50.194KB
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Owner Notification Letter(Part 577)
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Recall 573 Report
RCLRPT-20V072-5524.PDF 215.506KB
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Recall Quarterly Report #1, 2020-4
RCLQRT-20V072-8043.PDF 211.136KB
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Last update on 2025-05-06 / Affiliate links / Images from Amazon Product Advertising API
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