The U.S. Court overseeing General Motor’s bankruptcy has approved
GM’s request to continue honoring vehicle warranties, including GM’s
participation in the BBB AUTO LINE program for consumers that need help
with any warranty-related dispute with the manufacturer.
BBB AUTO LINE is the world’s largest out-of-court warranty dispute
resolution program and has been administered for the past 30 years by
the U.S. Better Business Bureau system for GM and most other major
brands. BBB offers its BBB AUTO LINE service to consumers as an
informal way to resolve any warranty disputes they might have regarding
reoccurring problems with a vehicle that they believe may be a “lemon.”
“Both GM and the Court understand that it is absolutely necessary to
honor warranties and this decision benefits consumers by ensuring they
will continue to have a free and easy way to resolve warranty disputes
with the assistance of BBB AUTO LINE,” said Frank Whitney, MidCal BBB CEO. “Since 2001 alone, BBB has helped consumers with more
than a quarter million cases involving the 35 manufacturer brands
participating in the BBB AUTO LINE program.”
BBB AUTO LINE follows Federal Trade Commission rules and applicable
state lemon law procedures. Most eligible cases are resolved by a
mediated settlement. For cases that go to arbitration, decisions are
made by BBB’s professional, volunteer arbitrators. Essentially,
consumers may accept or reject the arbitrator’s decision, but the
decision is binding on the manufacturer if accepted by the consumer. If
the consumer does not accept the decision, the consumer is free to
pursue any other remedies available under law.
The program’s activities are transparent, with audit reports
filed annually with the Federal Trade Commission. And according to the
most recent audit of the program, 79 percent of participants would
recommend the BBB AUTO LINE program to their friends and family who
were experiencing automotive problems.
Twenty-seven of the world’s largest auto brands—including GM
makes—participate in BBB AUTO LINE for disputes arising throughout the
country. An additional eight manufacturer brands participate in some,
but not all states. A complete list of participating BBB AUTO LINE manufacturers is available at the BBB Web site (www.bbb.org). Full information about BBB AUTO LINE is also available online, including program rules (in English and Spanish) and an easy to use online complaint form.
BBB AUTO LINE is administered by the Council of Better Business
Bureaus, Inc. in Arlington, Virginia. Mediation centers are located in
Arlington, California and Florida and arbitration case hearings are
available through more than 116 BBB offices and branches in every major
market in the U.S. and its territories.