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GM PARTICIPATION IN BETTER BUSINESS BUREAU
MEDIATION/ARBITRATION PROGRAM*
t Our experience has shown that the Customer Satisfaction Procedure described earlier in
this section has been very successful in achieving customer satisfaction.
If
you
have
discussed a concern with your Dealership management and have not been able
to
resolve
it, let us
know. Questions and concerns
are
resolved most efficiently if you
telephone or write directly
to our
offices
as
described. However, if
you
have not been
substantially satisfied, Caddlac wants you
to
be aware of GM's voluntary participation
in ano-charge mediation/arbitration program called BBB
AUTO
LINE.
This prograrn
is administered by the Council of Better Business Bureaus
through
local Better Business
r
Bureaus. It can resolve individual disputes involving vehicle repairs and the
interpretation of your New Vehicle Limited Warranty.
We prefer that you not resort to BBB
AUTO
LINE until after a final decision is made
.
i
under the Customer Satisfaction Procedure. However, you may fide a claim at any time
by contacting your local Better Business Bureau (BBB)
or calling the following
24
hour
toll-free number
to
obtain the telephone number of
your nearest BBB office:
I -
r
I
1-800-955-5 100.
For further information about filling a claim, you may
also
write t o :
i
BBB AUTO LINE
Council of Better Business Bureaus
Suite
800
Arlington, Virginia 22203
'r
4200
Wilson
Boulevard
I - -
In order
t o
file a claim, you will have to provide your name and address, the vehicle
identification number (VIN) of your vehicle, and a statement of the nature of your
complaint. BBB staff may try
to
help resolve your dispute through mediation. If
mediation
is
not successful, or if you do not wish
to
participate in mediation, eligible
'
customers may present their case
to
an impartial third party arbitrator at an informal
hearing. The arbitrator will render a decision in
your
case, which you may accept or
f
reject. If you accept a valid arbitrator decision, Cadillac will be bound by that decision
(
The entire dispute settlement process should ordinarily take about40 days from the time
you file your complaint to the time a decision is rendered (or
47
days if you did not first
contact your dealership or Cadillac).
believe
it
offers advantages over
courts
in most jurisdictions because it
is fast,
f r e e of
charge, and informal (lawyers
are
not usually present, although you may retain one at
your expense
if
you choose). Arbitrators make decisions based on the principles of
'
fairness and equity. They arenotrequired to duplicate the functions of courts by strictly
applying state or federal law.
If you wish to
go
to
court however, we
do
not require
that
you first file a claim with BBB AUTO LINE
**
unless state law provides otherwise.
i
Whatever your preference may
be,
remember that if you are unhappy with the results of
BBB AUTO
LINE,
you can still
go
to court because an arbitrator's decision is binding
on Cadillac but not on you unless you accept it.
r-
1 ,
'
We encourage you to use
this
program before or instead of resorting
to
the courts. We
f
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