Arbitration - Toyota T100 Owner's Manual

ARBITRATION

18
BBB AUTO LINE Arbitration
If you should experience a problem which
has not been resolved to your satisfaction
through the first two steps of Toyota's com-
plaint handling process,Toyota offers addi-
tional assistance through the COUNCIL OF
BETTER BUSINESS BUREAUS' (CBBBs')
BBB AUTO LINE arbitration program.
What Is BBB AUTO LINE?
BBB AUTO LINE is comprised of local BBB
professionals who are trained and experi-
enced in arbitration. BBB will arbitrate your
case by reviewing the facts, inspecting the
vehicle, if necessary, and promptly render-
ing a fair and equitable decision.
What Types of Disputes Are Eligible?
BBB AUTO LINE arbitrates disputes involv-
ing Toyota's product reliability or warranty
performance which arise during the greater
of 1) three years or 36,000 miles from the
vehicle's in-service date, whichever is earlier,
or 2) the applicable provision of Toyota's
New Vehicle Limited Warranty. However,
BBB AUTO LINE will not arbitrate claims
involving a vehicle used primarily for com-
mercial purposes unless the "Lemon Law"of
your state covers vehicles used for commer-
cial purposes or claims that an air bag failed
to deploy or deployed when it should not
have.You must file a request for arbitration
with BBB AUTO LINE within 60 days of the
expiration of the eligibility period, provided
the concern or alleged defect was brought
to the attention of Toyota or one of its
dealers during the eligibility period.
How Long Is the Arbitration Process?
The entire process, from the time BBB
AUTO LINE receives your request for arbi-
tration to the arbitrator's decision, is de-
signed to take no more than 40 days. In
some cases a decision may be delayed
because of:
Your failure to provide certain informa-
tion required by BBB AUTO LINE or your
failure to make the vehicle available for
inspection by BBB AUTO LINE in a timely
manner when an inspection is necessary.
Your failure to contact Toyota about your
dispute before requesting arbitration.
The letter from BBB AUTO LINE advising
you of its decision will specify that Toyota
must comply with the decision shortly, usu-
ally within 30 calendar days. CBBB will
contact you to ensure that Toyota has com-
plied in a timely manner.
How Much Will it Cost?
There is no charge to you for submitting
your dispute to BBB AUTO LINE. You may
obtain copies of your case for a nominal fee
from CBBB.
When to Use BBB AUTO LINE
Because most situations can be resolved
by our customer satisfaction network, we
recommend that you request arbitra-
tion only after utilizing Toyota's Steps 1
and 2 of the customer assistance process
described earlier on page 3.
You must use BBB AUTO LINE prior
to seeking remedies available to you
through a court action pursuant to the
Magnuson-Moss Warranty Act (the
"Act"). In addition, you must use BBB
AUTO LINE if you are required to do so
prior to seeking remedies available
under the "Lemon Law" of your state.
See the appropriate page in the Owner's
Manual Supplement Part 2 in your vehi-
cle glove box for specific requirements
applicable in your state. However, if
your state law permits and if you choose
to seek remedies which are not created
by the Act, you are not required to use
BBB AUTO LINE, although that option
is still available to you.