BBB AUTO LINE Dispute Resolution Services

BBB AUTO LINE has some national participants and some manufacturers that participate on a state-by-state basis. You can see who they are on the Participant List.

BBB AUTO LINE does not charge any fee to vehicle owners. To protect impartiality, funding for staff and program administrative costs of BBB AUTO LINE are committed in advance by the participating manufacturers.

BBB AUTO LINE staff and arbitrators are independent of manufacturers that participate in BBB AUTO LINE and perform no duties for these manufacturers other than providing impartial dispute resolution services.

Eligibility for the BBB AUTO LINE program can depend on a number of factors.

• Your vehicle’s manufacturer must participate in the BBB AUTO LINE program.
• The type of problem you are having must be covered under the warranty.
• Various factors related to the state you live in may affect your eligibility.
• Various factors related to the age or mileage of your vehicle may affect your eligibility. 

You can reach BBB AUTO LINE by calling 1.800.955.5100.   

All documents, correspondence, notices, and requests for records should be uploaded to the Dispute Resolution Portal, or sent to:   

BBB AUTO LINE
BBB National Programs
1676 International Dr., Ste 550
McLean, VA 22102  

Consumers start the process by filing a complaint with BBB National Programs using the online complaint form or calling 1.800.955.5100. You will need the following key information:

• Vehicle owner’s name and address
• Vehicle make, model, and year
• Description of the problem
• Current mileage
• For vehicle owners in California/Florida – vehicle identification number (VIN)

Your manufacturer is alerted by BBB AUTO LINE as soon as you file a complaint.

Give us a call at 1.800.955.5100 so that we can assist you.

Once you submit your complaint, create your account in the BBB AUTO LINE Portal (you will receive an email with instructions), and then as soon as possible, complete and submit the Consumer Complaint Form (CCF). How to access and submit the CCF is also outlined in the email you will receive. If you do not complete these steps, your complaint may not be opened. If you have trouble gathering and submitting the required information, please give us a call.

We notify you when all required information has been received. This email may include whether your claim is ineligible for arbitration, that your claim has been opened, or identify additional information that is necessary to establish BBB AUTO LINE’s authority over the claim or that will assist in the review of your claim, such as repair orders, sales agreements, etc.

Once your claim is opened, a Dispute Resolution Specialist will guide you through the process with your manufacturer.

A cooperative approach works best. You are in arbitration because you and the manufacturer have a disagreement but keep that disagreement factual and within the bounds of common courtesy and conventional language. Arbitrators may not have technical expertise, so your presentation may be more productive if you can use “layperson’s” terms to describe what happened to your vehicle.  

The sole purpose of the arbitration hearing is to allow the arbitrator to gather and sort the facts to make a fair decision. You should be prepared to convince the arbitrator your position is correct.  

Once an arbitration hearing is scheduled, you will receive a copy of the Arbitration Hearing Format. In following this format, you will be provided an opportunity to:  

• State the facts as you see them  
• Present documents and witnesses in support of your case  
• Question witnesses who testify on behalf of the other party  
• Rebut any testimony or evidence presented by the other party  

 

The arbitrator will ask questions to clarify information presented at the hearing and gain a more complete understanding of the dispute. After each side presents its case and the questioning is completed, you will give a summary of your position, deal with any questions that have not been answered, and tell the arbitrator exactly what you think the decision should be and why. The average arbitration lasts approximately two hours.

A clear, concise, and well-organized presentation supported by relevant facts and good documentation will help the arbitrator fulfill his or her responsibility.  

• Come prepared with/submit in advance a copy of the vehicle’s current registration and proof of insurance.  
• Please submit any required documents as outlined in the portal, as well as any documents you have previously sent to BBB AUTO LINE, as copies previously submitted to us may be difficult to read.   
• Contact potential witnesses and ask them to testify or to provide a written statement. You are responsible for your witnesses’ participation or submission of evidence.  

Documents that might be useful include:  

• Sales contract/lease agreement  
• Vehicle’s warranty information  
• Vehicle’s repair/service and maintenance records  
• Correspondence between the parties, dealers, agents, or representatives  

Other documents that may support your case, e.g., photographs, technical information

During your presentation you should provide testimony and evidence about the following:  

• The existence of the vehicle problems upon which you are basing your case  
• Why you believe the problems are the responsibility of the manufacturer  
• Why you believe you have not contributed to the cause of the problems  
• Why the problems represent a substantial impairment to the use, value, or safety of your vehicle  
• Whether the manufacturer and its dealers, agents or representatives have had a reasonable opportunity to repair your vehicle  

 

The manufacturer representative should also address these issues from his or her perspective.

In some cases, to the extent permitted by state law or regulation, BBB AUTO LINE will appoint an impartial technical expert to examine the vehicle prior to the arbitration hearing. In other cases, an impartial technical expert may be appointed before the hearing by agreement of the parties. In all cases, you may ask the arbitrator at any time to obtain the assistance of an impartial technical expert.  

Whenever an impartial technical expert participates in the BBB AUTO LINE process, all parties will be given an opportunity to review and comment on the technical expert’s findings and credentials.

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 impartial hearings and make decisions in accordance with the BBB AUTO LINE Program Rules and applicable law.  

• BBB AUTO LINE will provide you with a short bio outlining the arbitrator’s qualifications and background prior to arbitration.  
• When needed in a case, arbitrators have access to impartial technical experts to provide automotive expertise.   
• Your arbitrator will not be an employee or agent of either party and will have no direct involvement in the manufacture, distribution, sale, or service of any product involved in the case.   
• The arbitrator(s) will be selected in an impartial manner and will take an oath to maintain impartiality throughout the process. If the arbitrator believes he or she cannot make an unbiased decision, he/she will refuse to serve.