1993 Cadillac DeVille Owner's Manual - Page 380

GM PARTICIPATION IN BETTER BUSINESS BUREAU MEDIATION/ARBITRATION PROGRAM* this section has been very successful in achieving customer satisfaction. have If you Our experience has shown that the Customer Satisfaction Procedure described earli in discussed a concern with your Dealership management and have not been able t o resolve it, let us know. Questions and concerns are resolved most efficiently if you telephone or write directly our offices as described. However, if you have not been to substantially satisfied, Cadillac wants to be you aware ofGM's voluntary participation in a nocharge mediatiodarbitration program called BBB AUTO LN . This program IE is administered by thecouncil of Better Business Bureaus through 1ocalBetterBusiness Bureaus. It can resolve individual disputes involving vehicle repairs the and interpretation of your New Vehicle Limited Warranty. We prefer that you not resort to BBB LINE until after a final decision is made AUTO under the Customer Satisfaction Procedure. However, you may file a claim at an by contacting your local Better Business Bureau (BBB) the following hour or calling 24 toll-freenumber to obtain the telephonenumberofyournearestBBBoffice: 1-800-955-5100. For further information about filling a claim, you may also t: write o BBB AUTO LINE Council of Better Business Bureaus 4200 Wilson Boulevard Suite 800 Arlington, Virginia22203 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 If complaint. BBB staff may try to help resolve your dispute through mediation. mediation is not successful, or you do not wish participate in mediation, eligible if to customers may present their case an impartial third party arbitrator at informal to an in hearing. The arbitrator will render a decisionyour case, which you may accept or reject. If you accept a valid arbitrator decision, Cadillac will be bound by that de 40 The entire dispute settlement process should take about days from the time ordinarily you file your complaint to the time a decision is rendered (or you did not firs 47 days if contact your dealership or Cadillac). We encourage you to this program before or instead resorting to the courts. We use of believe it offers advantages over courts in most jurisdictions because it fast, free of is charge, and informal (lawyers are usually present, although you may retain one a not your expense if you choose). Arbitrators make decisions based on the principles of fairness and equity. They are not required to duplicate the functions of courts b applying state or federal If you wish to go to court however, we require that law. do not you first file a claim with AUTO LINE ** unless state law provides otherwise. BBB Whatever your preference mayremember that you are unhappy with the results o be, if BBB AUTO LINE, you canstill go to court becausean arbitrator's decision is binding on Cadillac but not you unlessyou accept it. on