August 28, 2007, Arlington, VA – The Council Better Business Bureaus (CBBB) is pleased to announce the addition of Mazda and Lotus as national participants in its BBB AUTO LINE program – the largest and most effective auto warranty dispute resolution program in the U.S., helping to build trust and confidence in the automotive marketplace.
“Companies participating in BBB AUTO LINE commit to an exceptionally high standard in resolving complaints and concerns with consumers and we are excited to now have Lotus and Mazda on board,” said Rod Davis, VP of Dispute Resolution for CBBB.
BBB is a pioneer of out-of-court consumer dispute resolution in the U.S., and the BBB AUTO LINE program has grown to become one of the largest programs of its kind in the world. Last year alone, BBB AUTO LINE helped more than 12,000 car owners achieve resolutions for defective vehicles that were still under warranty.
BBB AUTO LINE earns high marks for customer satisfaction – according to the recent annual Federal Trade Commission (FTC) evaluation of the program, 95 percent of consumers who sought help from BBB AUTO LINE would recommend the program to friends and family. The complete FTC evaluation of BBB AUTO LINE is available at: www.ftc.gov/os/rule703/2006auditbbbautoline.pdf.
“The quality of vehicles continues to improve and fewer consumers are experiencing problems with their cars,” added Davis. “Still, car owners can take comfort in knowing that many companies provide the free added benefit of the BBB AUTO LINE program if something should go wrong while the vehicle is under warranty.”
In addition to Mazda and Lotus, other auto manufacturers and importers providing BBB AUTO LINE services include Acura, AM General, Audi, Buick, Cadillac, Chevrolet, Ford, GMC, Honda, Hyundai, IMS (conversions), Infiniti, Isuzu, Kia, Lincoln, Land Rover, Mercury, Nissan, Pontiac, Saab, Saturn and Volkswagen. Many others participate on a state-by-state basis. A detailed listing of all participants may be found on the BBB Web site at: www.lemonlaw.bbb.org.
“If you have an automobile warranty problem, you should first contact the dealer’s service manager and ask for assistance,” said Davis. “If the service manager cannot resolve the problem to your satisfaction, contact the manufacturer through the 800 number listed in your manual. If you’re still not satisfied, it’s time to reach out to the professionals at BBB AUTO LINE.”
How BBB AUTO LINE Helps Troubled New-Car Owners
Customers who believe they have purchased a defective automobile produced by BBB AUTO LINE participating manufacturers may file a complaint by telephone, mail, or via the Internet.
Typically, BBB staff can help car owners reach voluntary settlements with manufacturers and forego an arbitration process. However, if a settlement cannot be reached, consumers can present their case at no cost to an impartial arbitrator who will render a decision – which may include repairs, reimbursement or the repurchase or replacement of the consumer’s vehicle.
If the car owner accepts the arbitrator’s decision, the manufacturer is bound to comply with it. Because the decision is non-binding for the consumer, he or she can reject the decision and pursue any other options (including legal action) available. The entire process is provided at no cost to consumers and is normally completed within 40 days.
For more information about BBB AUTO LINE, lemon laws or to file claim, consumers can call BBB AUTO LINE at 800-955-5100 or visit us on the Web at: www.lemonlaw.bbb.org.
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About the BBB System
BBB is an unbiased organization that sets and upholds high standards for fair and honest business behavior. Businesses that earn BBB membership contractually agree and adhere to the organization’s high standards of ethical business behavior. BBB provides objective advice, free business Reliability Reports and charity Wise Giving Reports, and educational information on topics affecting marketplace trust. To further promote trust, BBB also offers complaint and dispute resolution support for consumers and businesses when there is difference in viewpoints. The first BBB was founded in 1912. Today, 128 BBBs serve communities across the U.S. and Canada, evaluating and monitoring more than 3 million local and national businesses and charities. Please visit
www.bbb.org for more information about the BBB System.
# # #Reporters and journalists may contact Steve Cox, CBBB's Vice President, Communications, or call 703.276.0100 to request an interview or additional information.
If you are a consumer who is seeking additional information, or need assistance with a complaint against a business, please contact your local BBB, visit the BBB web site (www.bbb.org) or call 703.276.0100.