Axel breaking?!?!

My parents drove a Ford Eco Sport and got into an accident because the axel of the car broke. It was sent for evaluation, and the results stated that the axel broke due to a crack on it (which was caused by overloading the vehicle). This whole process took about 6 months without proper answers, and Ford not taking any responsibility. It has been explained that it is near impossible for the vehicle to have been overloaded at any time, since it is only 2 people who use this car, and not traveling a lot. I have now sent 2 follow up mails to request feedback on the situation, but I am being ignored. Ford has become an unreliable brand name since so many people are experiencing problems without any solution. 2 People nearly lost their lives, and Ford is choosing to ignore. Shocking!!