Arbitration Process

What is Arbitration?

Arbitration is a dispute resolution process by which warranty disputes between manufacturers and consumers are resolved by neutral arbitrators. Some of the advantages of arbitration are:

• It is free;
• Decisions are rendered within 40 days of the arbitration program's receipt of your application;
• State-certified arbitration programs allow oral presentations, which are open to observers;
• Decisions are binding on the manufacturer, but not the consumer. The consumer can accept or reject the decision; and
• If you reject the decision, you can still pursue your rights in court, including small claims court. However, you should consider consulting an attorney before taking this step.

Steps to take if you think you have a lemon.

1. Consult your warranty booklet.

2. Attempt to resolve the problem with the dealer.

3. Contact the manufacturer or its representative directly. In some cases, you may be required to directly notify the manufacturer of the need for further repairs. Send letters by certified mail, keeping a copy and the certified mail receipt.

4. You may pursue arbitration if you think you meet the following requirements:

• The specific problem is covered by the manufacturer's warranty (disputes over extended warranties and service contracts are not arbitrated by manufacturers' programs);
• You have notified the manufacturer directly about the problem;
• The problem substantially impairs the use, value, or safety of your vehicle;
• The problem has not been satisfactorily repaired; and
• The manufacturer has an arbitration program.

Applying for arbitration.

Find your make of vehicle in the list below, and then contact the related state-certified arbitration program. They will walk you through the process:

California Dispute Settlement Program (CDSP) - (888) 300-6237 Click here to apply ---> CDSP

• Toyota (Scion) and Porsche

Consumer Arbitration Program - Recreational Vehicles (CAP-RV)- (800) 279-5343 Click here to apply ---> CAP-RV

• Airstream Inc., Coachmen (includesGeorgie Boy), Country Coach, Damon Corporation, Four Winds International Corp., Monaco (Includes Beaver Motor Coaches, Holiday Rambler, R-Vision, Inc., Royale Coaches by Monaco, and Safari Motor Coaches ), National RV , and Winnebago.
  ( Includes all models except for those on a Ford or GM chassis and Towables. Please contact ACP for more information.)

Better Business Bureau Auto Line (BBB Auto Line) - (800) 955-5100 Click here to apply ---> BBB Auto Line

• AM General, Bentley, BMW (Includes Mini Cooper), General Motors (Includes Buick, Cadillac, Chevrolet, Geo, GMC, H2, Oldsmobile & Pontiac,Saab), Ford (Includes Lincoln, Mercury, & RV Chassis) , Honda/Acura, Hyundai, Isuzu, Nissan/Infiniti, Land Rover, Lotus Cars, Saturn, Volkswagen/Audi, , and Workhorse Custom Chassis.

What if there's no certified arbitration program for my type of vehicle?

Then you are free to pursue your Lemon Law rights in court. You may also wish to try mediation through the New Motor Vehicle Board. They may be reached at: (916) 445-1888.