BBB Dispute Resolution
BBB AUTO LINE
HOW
BBB AUTO LINE WORKS
BBB
AUTO LINE Arbitration Rules
The Better Business Bureau system administers a program to help automobile
manufacturers and individual customers resolve disputes concerning alleged
manufacturing defects. Thirty-five companies
participate in this program, called BBB AUTO LINE. Acting as an impartial
third party, the BBB utilizes conciliation and mediation techniques and,
if needed, arbitration to help resolve problems.
This informal, out-of-court settlement mechanism is free to consumers.
Kinds of disputes handled by BBB AUTO LINE
BBB AUTO LINE is confined to disputes between consumers and automobile
manufacturers involving alleged defects in a vehicle's material or workmanship.
It does not handle disputes between consumers and:
Problems other than alleged manufacturing defects can be directed to your
local Better Business Bureau.
How to Contact BBB AUTO LINE
For more information about filing a claim, call the BBB AUTO LINE program at 1-800-955-5100,
or request a BBB AUTO LINE claim form and program information online using
our Request for BBB AUTO LINE Program Information
Form.
Eligibility requirements
Certain eligibility requirements apply. While BBB AUTO LINE will attempt
to apply mediation techniques to most disputes regarding alleged manufacturing
defects, not all cases are eligible for arbitration. You will receive written
information pertaining to your vehicle manufacturer's eligibility requirements
when you file your claim.
Is an attorney necessary?
BBB AUTO LINE proceedings are informal. In fact, most cases can be resolved
over the telephone. If you wish, you may be represented by an attorney.
However, in the vast majority of cases both parties represent themselves,
and do not find it necessary to involve an attorney.
How does arbitration work in BBB AUTO LINE?
Arbitration is an informal process. A hearing is held at which the consumer
and manufacturer's representative present their views of a dispute to a
neutral third party, the arbitrator, who will decide how the dispute will
be resolved.
What are the legal ramifications of the arbitrator's
decision?
In BBB AUTO LINE, once the arbitrator renders a decision, the consumer
has the option to accept or reject the decision.
If the consumer accepts the decision, the manufacturer is legally bound
to abide by the decision. By accepting the decision, the consumer gives
up the right to sue the manufacturer in court on any claim that was resolved
at the arbitration hearing, unless the manufacturer fails to perform according
to the arbitrator's decision, or unless otherwise provided by state or
federal law.
If the consumer rejects the decision, the manufacturer is not obligated
to perform any part of the decision. In that case, the consumer may pursue
other legal remedies under state or federal law, and the Better Business
Bureau's involvement in the case ends.
Who is the arbitrator?
BBB AUTO LINE arbitrators are volunteers from your community. They are
trained and certified by the Council of Better Business Bureaus. Follow
this link for information about becoming a volunteer arbitrator.
National Participants in BBB AUTO LINE
Acura
AM General
Audi
General Motors
Buick
Cadillac
Chevrolet
Daewoo
GMC Truck
Oldsmobile
Pontiac
Honda
Hyundai
Infiniti *
Isuzu
Kia
Land Rover
Lexus *
Nissan *
Porsche
Saturn
Volkswagen
Workhorse Custom Chassis
* excludes Hawaii
State-by-State Participants
BMW (AR, IA, ID, MN, PA)
Jaguar (AR, FL, ID, KY, MN)
Mazda (AR)
Mercedes-Benz (AR)
Mitsubishi (AR, MN)
Rolls-Royce (CA, FL, MN, NJ)
Saab (AR, CA, FL, ID, KY, MN, OR)
SMC Corporation (OR)
Subaru (AR, CA, KY, MN, OH, OR, WI)
Suzuki (AR, ID, KY, MN)
Volvo (AR, MN)
Winnebago(KY)
Go to BBB AUTO LINE Complaint Form
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