BBB AUTO LINE, a national program which resolves auto warranty and lemon law disputes, provides a valuable service to consumers and the automotive industry.
This innovative program has helped nearly 2 million consumers find solutions to their automotive problems.
“BBB is committed to improving marketplace trust and the BBB AUTO LINE program is an example of BBB in action,” said Stephen A. Cox, President and CEO of the Council of Better Business Bureaus. “Through BBB AUTO LINE we found an industry interested in working more closely with its customers to resolve complaints rapidly and fairly.”
When BBB AUTO LINE began in 1981, consumers were frequently returning for repairs, creating frustration and quality concerns. Adding to the problem was a lack of easy access to trained and effective customer service representatives.
“During the early years, BBB AUTO LINE received more than 240,000 complaints a year. In 2010, fewer than 18,000 consumers filed complaints with BBB AUTO LINE,” said Rod Davis, Senior Vice President at the Council of Better Business Bureaus. “This is a testament to the fact that manufacturers have improved both the quality of their products and their customer service operations due to programs like BBB AUTO LINE. Fewer complaints is a positive thing.”
One constant for BBB AUTO LINE is that satisfied users of the program recommend the process to family and friends more than 80% of the time; this according to an independent evaluation of the program required by and provided to the Federal Trade Commission (FTC) each year. Mr. Davis credits the FTC’s framework for warranty dispute resolution programs for setting the right balance between consumers’ rights and the opportunity for businesses to resolve concerns before entering into a costly legal proceeding.
Under the FTC’s guidelines, dispute resolution programs that meet standards to ensure fairness, speed and ready access, are a first step in the legal process. However, should the consumer not be satisfied by the results, he or she has the right to take their complaint to court.
By participating in BBB AUTO LINE businesses commit to resolving warranty concerns raised by their customers. Auto manufacturers and importers providing this service nationally through the BBB include Acura, AM General, Audi, Bentley, Buick, Cadillac, Chevrolet, Ford, GMC Truck, Honda, Hyundai, Indian Motorcycle, Infiniti, Isuzu, Kia, Lamborghini, Lincoln, Land Rover, Lotus, Mazda, Mercury, Nissan, Saab, Saturn and Volkswagen. Many others participate on a state-by-state basis. A detailed listing of all participants, customer service numbers for the businesses and more information about BBB AUTO LINE may be found on the BBB website at: http://www.lemonlaw.bbb.org/.
