BBB AUTO LINE: 20 Years of National Service

             Self-Regulatory Warranty Dispute Resolution Program
                      Helps Build Customer Satisfaction

    ARLINGTON, Va., May 4 BBB AUTO LINE, the nation's largest
warranty dispute resolution program, will celebrate a milestone this year when
it completes 20 years of national service to U.S. consumers and automobile
manufacturers.  BBB AUTO LINE began as a pilot program in Minneapolis/St. Paul
in July of 1978 in cooperation with General Motors Corporation.  The
groundwork for the program was formalized in 1981 and expanded nationwide in
1982.
    In the period since 1981, BBB AUTO LINE has processed nearly 1.7 million
warranty dispute cases and held nearly 250,000 formal arbitration hearings.
Those hearings were conducted by a cadre of volunteer arbitrators from local
communities trained by the BBB to serve in this important role.
    "Most manufacturers participate in an informal dispute resolution program
that can be of assistance to consumers," said Ken Hunter, president of the
Council of Better Business Bureaus.  "If your claim is eligible under the BBB
AUTO LINE program, it normally takes no more than 40 days to resolve the
dispute, and the consumer is not charged a fee."
    According to Hunter, "If you have an automobile warranty problem, you
should first contact the dealer's service manager and ask for his or her
assistance.  If the service manager cannot get the problem resolved to your
satisfaction, contact the manufacturer.  Your vehicle owner's manual or
warranty book should list the toll-free number of a manufacturer customer
assistance representative, who can work with the dealer and will often be able
to help get your problem fixed."
    If those steps don't satisfactorily resolve your problem, contact your
Better Business Bureau for additional assistance.
    The following manufacturers are national participants in the Better
Business Bureau system's BBB AUTO LINE program:  Acura, AM General, Audi,
Buick, Cadillac, Chevrolet, Daewoo, GMC, Honda, Hyundai, Infiniti, Isuzu, Kia,
Land Rover, Lexus, Nissan, Oldsmobile, Pontiac, Porsche, Saturn, Volkswagen
and Workhorse Custom Chassis.
    Consumers can file a claim with BBB AUTO LINE by calling 1-800-955-5100 or
file online at http://www.bbb.org/BBBComplaints/autolineform.asp .
    "You will be sent a program brochure and all the materials you need to
file a claim," Ken Hunter said.  "You can also review program details by
visiting the BBB web site at http://www.dr.bbb.org/autoline.cfm ."
    When a claim is filed, BBB AUTO LINE staff will work with the consumer and
the manufacturer to see if the problem can be settled by mutual agreement.  If
the problem is not resolved, eligible consumers can present their case to an
impartial arbitrator at an informal hearing usually held at a local Better
Business Bureau.  The arbitrator will render a decision -- which may include
repairs, reimbursement or the repurchase or replacement of the consumer's
vehicle -- that the consumer may then accept or reject.  If the consumer
accepts the decision, the manufacturer is bound to comply with it; if the
consumer rejects the decision, the consumer may go on to pursue any other
options (including legal action) that are available.
    On a national basis, BBB AUTO LINE handled 31,741 complaints last year.
Most complaints were resolved by mutual agreement between the consumer and the
manufacturer.
    While the following manufacturers do not participate in BBB AUTO LINE,
they do participate in other dispute resolution programs that can be reached
at the following telephone numbers:

    Ford (includes Lincoln and Mercury)      1-800-392-3673
    Chrysler (includes Jeep and Plymouth)    1-800-992-1997
    Toyota                                   1-800-331-4331

    According to JD Powers and Associates, a global marketing information
services firm that benchmarks customer satisfaction, the auto industry
continues to improve product quality.  JD Powers found initial product quality
improved 5 percent in 1999 compared to their 1998 study.  In May of 2000, JD
Powers reported another 8 percent reduction in reported problems over the 1999
results.  The Powers' findings on the percentage improvement in customer
satisfaction over the 1998 - 2000 period (13 percent) are nearly identical to
the percentage decline in BBB AUTO LINE case filings over the same two-year
period.

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