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Booklet 1.2 USA Warranty
BBB AUTO LINE
BBB AUTO LINE
dispute settlement
•
serv1ces
If
your
dealer
or
Customer
CARE
Representa-
tive
does
not resolve
your
product concern
to
your
satisfaction
or
if
you do
not
wish
to
present
your
concern
to
either of
them,
you
may
take
advantage
of the mediation and ar-
bitration
services
of
the
Better
Business
Bu-
reau.
This program
is
called
BBB AUTO
LINE
and
is available
to
you
free
of
charge,
on
ana-
tionwide basis as long
as
your
vehicle
has
been
driven
less
than
24,000
miles
and has
not
been
in
use
for
more
than
2
years.
Not
every claim
is
eligible;
there
are
some age
and
mileage
limitations,
so please
check
with
your
local Better
Business Bureau
("BBB") re-
garding
your
claim.
The BBB
AUTO
LJ
NE
program
has
two
parts.
The
first part
is
mediation.
Med
iation
means
that
the
BBB staff
will
facilitate
negotiations
between
the
parties
in an effort
to
bring
your
claim to
a
mutually acceptable resolutio
n.
You
do
not have
to participate
in
m
ediation
if
you would
ra
ther proceed
immediately
to
ar-
bitration. Arbitration
is
the
other part
of BBB
AUTO
LINE.
Arbitration
is
a process
by
which
an impartial
person
makes a
decision
on your
claim. The
arbitra tors
are
not connected with
the
automobile
industry and
serve
on
a vol-
untary
basis.
If you do not
agree
with
the
m ediated resolu-
tion
and/or
have
opted
to
arbitrate,
an arbi-
tration
hearing
will
be
scheduled.
You
may
attend the hearing
in
person, be represented
by an
attorney, bringwitnesses,
and
give
sup-
porting
evidence.
Instead of appearing
per-
sonally,
you
may
request
a
written
o
r
even a
telephone
arbitration
hearing.
If you
wish
to
use
BBB
AUTO
LINE, please
call
the
following
toll-free
number:
30
BBB AUTO LINE
Tel.:
1
(800) 955-5100
When you
call
the
local
office
of
the
"BBB",
its
staff will
need the
following
informatio
n:
• Your
name, address
and
telephone
number
•
Make,
model
and Vehicle
Identification
Number
of
your vehicle
(VIN)
• Delivery
date
and
current
mileage
•
Nature
of
compla
int
or
problem
The
"B
BB"
will
follow-up
on
your
complaint;
and if
it
cannot be mediated,
they
will
a
r-
range
an
arbitration
hearing.
A
decision
will be
made
by
the arbitra
tor
within
3
days
of
the
hearing
(typically
a deci-
sion
is made
40
days
from
the
date
you
filed
your
claim
with
"BBB").
You then
have
the opportunity to
accept
or
reject
the
decision.lfyou accept
the
decision,
Volkswagen
of
America,
Inc.
will
be
bound
by
the
decision and fulfill
its
obligation
within
the
time
specified
by the arbitrator.
If you
reject the
decision:
1
-
You
are free to pursue
other
legal
reme-
dies
available under state
and federal
law.
2-
The
manufacturer
will
not
have
to
comply
with
any
part
of
the
decision.
California
residents
Additional
information relating to
your
rights to arbitrate
warranty
claims under
the
BBB
AUTO
LINE
Arbitration
Program is
pro-
vided in
the Owner Information
about
Con-
sumer
Protection
Laws
booklet
which
is
pre-
sented
to
you
by
your dealer
when you take
delivery of
your
new
vehicle.
_,.
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