New Vehicle Warranty Repairs
(Arbitration Review Program)

Table of contents

Purpose

 The focus of the Arbitration Review Program is to help ensure that California consumers with new vehicle warranty disputes receive fair arbitration hearings from the certified arbitration programs of participating automobile manufacturers.

Having Repair Problems With Your New Vehicle?

• First, consult your warranty booklet/owner's manual to obtain information regarding repairs.

• Next, attempt to resolve the problem with the dealer from whom you purchased the vehicle.

• If you cannot resolve the repair problem with the dealer, contact the manufacturer's representative. (refer to your owner's manual for the telephone number.)

• If you still have concerns, you may request arbitration from your manufacturer if you meet these requirements:

  • the specific problem is covered by your warranty; and

  • the problem substantially reduces the use, value or safety of your vehicle.

• If your vehicle meets these requirements, request an arbitration application by calling the appropriate program (telephone numbers are included below).

• Apply for arbitration and, if you qualify, you will be required to submit information relating to your specific case.

• After you submit the information, the arbitration program will schedule a date for your case to be considered.

What is State - Certified Arbitration All About?

Many automobile manufacturers offer buyers or lessees the opportunity to arbitrate disputes involving warranties for their new vehicles (refer to the list of certified arbitration programs in this pamphlet). This arbitration is an informal process that consumers may use in an attempt to avoid court action.

In California, state-certification is granted to a manufacturer's arbitration program when it is in "substantial" compliance (meets minimum standards) with federal and state regulations.

The main advantages of state-certified arbitration:

• Certified arbitration programs are independent of automobile manufacturers.

• Arbitration hearings are conducted by volunteer arbitrators trained in the techniques of arbitration and in relevant California law.

• Some arbitration programs may allow the consumer to make an oral presentation, while others accept only written documentation.

• The arbitration process is free of charge, and decisions are given within 40 days of filing an application.

Arbitration decisions are binding on the manufacturer but not on the consumer, unless the consumer decides to accept the decision. The consumer can decline the decision and pursue legal remedies.

Responsibilities of the Arbitration Review Program

• certify third - party independent programs

• monitor the certified programs

• investigate consumer complaints regarding the arbitration process of a certified program

• improve the arbitration process

• decertify arbitration programs not in "substantial" compliance with Federal and California regulations.

The Arbitration Review Program Cannot:

• act as a court of appeal; it does not review, affirm, reverse or modify arbitration decisions.

• order an arbitration program to reopen or rehear a case.

• determine whether a particular dispute meets California's lemon law standards (only an arbitrator or judge has the authority to render a vehicle buyback or replacement decision).

• provide consumers with legal advice or give attorney referrals (contact the State Bar Of California for an attorney referral list at (415) 561 - 8200).

California's Certified Arbitration Programs