Cadillac 1993 Fleetwood Owners Literature page 357

GM PARTICIPATION IN BETTER BUSINESS 'BUREAU
MEDIATION/ARBITRATION PROGRAM*
Our experience has shown that the Customer Satisfaction Procedure aescribed 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, Cadillac wants you
to
be aware of GM's voluntary participation
in a no-charge mediation/arbitration program called BBB AUTO LINE. This program
is administered by
the
Council of Better Business Bureaus through local Better Business
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
under the Customer Satisfaction Procedure. However, you may file 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:
1-800-955-5100. For further information about filling a claim, you may also write
t o :
BBB AUTO LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, Virginia 22203
In order to 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
reject. If you accept
a
valid arbitrator decision, Cadillac will
be
bound by that decision
The entire dispute settlement process should ordinarily take about 40 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).
We encourage you to use this program before or instead of resorting
to
the courts. We
believe it offers advantages over courts in most jurisdictions because it is fast,
free 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 arenot required
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.
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.
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