1993 Cadillac Eldorado Owner's Manual - Page 371

GM PARTICIPATION IN BETTER BUSINESS BUREAU MEDIATION/ARBITRATION PROGRAM* Our experience has shown that the Customer Satisfaction Procedure described earlier this section has been very successful in achieving customer satisfaction. have If you 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 our offices as described. However, ifyou have not been to be GM's voluntary participation substantially satisfied, Caddlac wantstoyou aware of AUTO in ano-charge mediation/arbitration program called BBB LINE. This prograrn is administered by the Council of Better Business Bureaus Better Business throughlocal 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 decision is made AUTO final under the Customer Satisfaction Procedure. However, you may fide a claim at any time by contacting your local Better Business Bureauor calling the following hour (BBB) 24 your nearestBBBoffice: toll-freenumber to obtain the telephonenumberof 1-800-955-5 100. 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 t file a claim, you will have to provide your name and address, the vehicle o 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 your case, which you may accept or in reject. If you accept a valid arbitrator decision, Cadillac will be bound by that decisi The entire dispute settlement process should ordinarily take about40 days from the tim you file your complaint to the time a decision is rendered (or you did not first 47 days if contact your dealership or Cadillac). ' We encourage you to usethis program before or instead of resortingto the courts. We courts in most jurisdictions because it is fast, f e of re believe it offers advantages over charge, and informal (lawyers not usually present, although you may retain one at are your expense if you choose). Arbitrators make decisions based on the principles of fairness and equity. They arenotrequiredto duplicate functions of courts by strictly the If you go do that applying state or federal law. wish to to court however, we not require you first file a claim with BBB AUTO LINE ** unless state law provides otherwise. Whatever your preference may remember that if you unhappy with the results of be, are go BBB AUTO LINE,you can still to court because an arbitrator's decision is binding on Cadillac but not on you unless you accept it. 5