BBB AUTO LINE® 

Key information to begin the process includes:

• The vehicle owner’s name and address
• The Vehicle Identification Number (VIN) of your vehicle
• The make, model, and year of your vehicle
• A description of the problem with your vehicle

We will notify you when all required information has been received. The notification may identify additional information that is necessary to establish BBB AUTO LINE’s authority over the claim (such as a signed Customer Claim Form and/or current vehicle registration) or that will assist in the review of your claim.

We will investigate, gather, and organize information necessary for a fair and expeditious resolution of your dispute. It is important that you submit complete information about your vehicle and its problems. Should you encounter difficulty obtaining information, please notify us.

When your BBB AUTO LINE case has been opened, we will send a copy of your claim form to your manufacturer for their response.

Arbitration is an informal process in which two parties in a dispute present their positions to an impartial third party, an arbitrator. The arbitrator listens to the testimony, reviews evidence, and makes a decision that he or she deems fair and falls within these Rules. In some cases, the arbitrator may consider legal guidelines (e.g. lemon law standards).

In the BBB AUTO LINE program, the arbitrator’s authority is defined by the BBB AUTO LINE Rules and the manufacturer’s Program Summary. The specific issues the arbitrator is asked to consider will be outlined in a document called the Agreement to Arbitrate, that will be consistent with the BBB AUTO LINE Rules and applicable Program Summary. The outcome of the arbitration process is a written decision that the consumer will be asked to accept or reject. If the consumer accepts the decision, it will be binding on the manufacturer.  While each party to arbitration believes strongly in the merits of his or her case, only one party will prevail.

BBB AUTO LINE arbitrators are attorneys or other persons with arbitration experience, who are interested in the fair and expeditious resolution of consumer disputes. They are trained by BBB National Programs to conduct hearings and make decisions in accordance with the Rules.

The arbitrator will not necessarily have automotive expertise; however, all arbitrators are able to call upon an impartial technical expert furnished by BBB AUTO LINE when necessary. We will provide a biography with the arbitrator’s qualifications and background prior to arbitration. Your arbitrator will not be an employee or agent of either party. A single arbitrator, or a majority of the panel, if a panel is used, will be a person who has no direct involvement in the manufacturing, distribution, sale or service of any product. The arbitrator(s) will be selected in an impartial manner and sign an oath. If the arbitrator believes he or she cannot make an unbiased decision, he/she will refuse to serve.

Additional information about arbitrator qualifications is available upon request.