BBB AUTO LINE Helps Consumers Turn Lemons into Lemonade
National Dispute Resolution Program Has Settled Over 2 Million Automotive Warranty Complaints
The CARS, or Cash for Clunkers, program and the Chrysler and General Motors bankruptcy agreements have headlined a very busy year for auto manufacturers and new car owners. The U.S. Department of Transportation reports nearly 700,000 vehicles were purchased through Cash for Clunkers at a value of over $2.8 billion. With so many new vehicles on the road, BBB reminds new car owners that BBB AUTO LINE® provides dispute resolution for manufacturer warranty issues that may arise under the Lemon Law.
BBB’s AUTO LINE program has been helping consumers and auto manufacturers resolve disputes for over 30 years. The program is free to consumers and most national manufacturers participate, making it a great alternative to going to court.
BBB AUTO LINE has helped almost 2 million consumers since its inception in 1978. BBB serving the Big Country would like to share details of how BBB Auto Line works to help consumers and auto manufacturers:
Where to Start:
Every state has a lemon law. The BBB AUTO LINE program assists consumers with vehicle warranty complaints for participating manufacturers in each state. Consumers who have an issue with their vehicle that is covered under the manufacturer's warranty may contact the BBB AUTO LINE program online here for assistance or call 1-800-955-5100.
Problems Covered:
Texas Lemon Law covers defects and conditions that create a serious safety hazard or a substantial loss in the market value of a vehicle. The technical term for this is “nonconformity.”
BBB AUTO LINE Process:
In order to file a complaint, consumers need to provide their name and address, the Vehicle Identification Number (VIN), make, model and year of their vehicle and a description of the problem. BBB will then alert the manufacturer of the consumer’s complaint and a representative may call the consumer directly to work out a resolution. BBB can assist in the process as well, however, if a settlement cannot be reached within 25 to 35 days after the complaint case is opened, an arbitration hearing will be held.
The Arbitration Hearing:
The consumer and a representative from the vehicle manufacturer will meet with a neutral BBB AUTO LINE arbitrator to provide pertinent information relating to the alleged nonconformity. Arbitrators may request a technical expert be appointed to examine the consumer’s vehicle as part of the arbitration process. Each party will have the opportunity to present documents, witnesses and offer rebuttal testimony to support their position. The arbitrator will submit the decision in writing to BBB AUTO LINE within three to five days. The decision will then be forwarded to the consumer and manufacturer.
Arbitration Decisions:
Acceptance or rejection of the decision is up to the consumer. If the arbitrator’s decision is in favor of the consumer, the auto manufacturer will be required to either:
- Replace the consumer’s vehicle with another of the same make and model,
- Repair the vehicle’s defects and reimburse expenses for previous repair attempts, or
- Refund the consumer for the full purchase price of the vehicle minus an amount charged based on a formula which considers factors like current mileage.
More details on BBB AUTO LINE can be found here, and to check the reliability of a company, visit www.bbb.org.
About BBB:
BBB's mission is to be the leader in advancing marketplace trust. BBB accomplishes this mission by creating a community of trustworthy businesses, setting standards for marketplace trust, encouraging and supporting best practices, celebrating marketplace role models and denouncing substandard marketplace behavior.
Businesses that earn BBB Accreditation contractually agree and adhere to the organization's high standards of ethical business behavior. BBB is the preeminent resource to turn to for objective, unbiased information on businesses and charities.
We serve the following Texas Mid-West Counties: Brown, Callahan, Coleman, Eastland, Fisher, Jones, Mitchell, Nolan, Scurry, Runnels, Shackelfore, Stephens, and Taylor.