1993 Cadillac Fleetwood Owner's Manual - Page 357

GM PARTICIPATIONIN BETTER BUSINESS 'BUREAU MEDIATION/ARBITRATION PROGRAM* Our experience has shown that the Customer Satisfaction Procedure aescribed earlier this section has been very successful in achieving customer satisfaction. you have If 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 directlyto our officesas described. However, if you have not been substantially satisfied, Cadillac wants to be aware of you GM's voluntary participation in a no-charge mediation/arbitration program called AUTO LINE. This program BBB is administered by Councilof Better Business Bureaus through local Better Busines the Bureaus. It can resolve individual disputes involving vehicle repairs the and interpretation of your New Vehicle Limited Warranty. AUTO LINE until after a final decision is made We prefer that you not resort to BBB under the Customer Satisfaction Procedure. However, you may file a claim at any tim by contacting your local Better Business Bureau (BBB) or calling thehour 24 following toll-freenumber to obtainthetelephonenumberofyournearest BBB office: 1-800-955-5100. 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, 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, if you do not wish participate in mediation, eligible or to customers may present theircase to an impartial third party arbitrator atan informal hearing. The arbitrator will render a decision in your case, which you may accept or reject. If you accept valid arbitrator decision, Cadillac be bound by that decision a will The entire dispute settlement process should ordinarily take about 40 days from the time you file your complaint time a decision to the is rendered (or days if you did first 47 not contact your dealership or Cadillac). this to We encourage you to use program before or instead of resortingthe courts. We believe itoffers advantages overcourts in most jurisdictions because it fast, free of is charge, and informal (lawyers are not usually present, although you may retain one at your expense if you choose). Arbitrators make decisions based on the principles of fairness and equity. They arenot required to duplicate the functionscourts by strictly of applying state or federal law. wish to to court however, we not require that If you go do you first file a claim with AUTO LINE ** unless state law provides otherwise. BBB Whatever your preference mayremember that if you unhappy with the results of be, are BBB AUTO LINE, you can still to court because an arbitrator's decision binding go is on Cadillac but not on you unless you accept it. 5