Toyota T100 Owner's Manual page 21

How to Request Arbitration
Complete the BBB AUTO LINE Customer
Claim form, available through Toyota's
Customer Assistance Center (by calling
toll-free at 1-800-331-4331) or found at
the center of your Toyota Owner's Manual
Supplement Part 2. You will need the
following information:
Vehicle year, make, model, vehicle identi-
fication number (VIN), mileage, date of
purchase.
A brief description of your complaint and
actions you have taken to resolve it.
Enclose copies of invoices with your re-
quest for arbitration if you are seeking
reimbursement for repairs or related inci-
dental expenses.
What action or remedy would resolve
your problem.
Send your request to:
BBB AUTO LINE
4200 Wilson Blvd., Suite 800
Arlington,VA 22203
How Does the Arbitration
Process Work?
When BBB AUTO LINE receives your
request, it will be forwarded to the Toyota
regional office/private distributor for
response.
After receiving and analyzing all pertinent
documentation, if applicable, BBB AUTO
LINE will schedule a technical evaluation.
This may include an inspection of the vehi-
cle with a Toyota representative present.
An oral hearing will be held prior to the
decision being rendered if you request it.
At the oral hearing, all evidence is admis-
sible. In an oral hearing, you and a Toyota
representative will present both sides of the
case to the BBB AUTO LINE arbitrator. Each
of you will be allotted approximately 30
minutes to give testimony and provide docu-
ments. Then you and Toyota will be given
approximately 10 minutes each for rebuttal.
A settlement satisfactory to all parties may
be negotiated during the mediation/arbitra-
tion process prior to submission of the case
to the arbitrator.
If a technical evaluation was made, the
technical expert will forward the technical
evaluation report to the BBB AUTO LINE
program.
ARBITRATION
At the oral hearing,an arbitrator will listen
to all testimony and review all of the infor-
mation available and the applicable legal
standards and render a decision within 10
days of hearing completion.
What Types of Decisions Are
Rendered, and How Do I Know
If Toyota Will Abide by BBB AUTO
LINE's Decision?
BBB AUTO LINE's decisions are based on
what it believes is fair and appropriate under
the circumstances after applying the appro-
priate legal standards. Remedies include,
but are not limited to, repairs; reimburse-
ment for repair or incidental expenses, such
as towing costs; or repurchase or replace-
ment of your vehicle. BBB AUTO LINE's
decision is binding on Toyota, but not on
you, the customer. Toyota must comply with
the decision shortly after it is rendered,
usually within 30 days.CBBB will contact you
within 10 working days of scheduled
performance to ensure that Toyota has com-
plied with the decision in a timely manner.
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