2006 Audit of BBB Auto Line, Including The State of Florida and The  State of Ohio
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2006 Audit of BBB Auto Line, Including The State of Florida and The State of Ohio

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2006 AUDIT OFBBB AUTO LINE INCLUDING:THE STATE OF FLORIDAANDTHE STATE OF OHIOPrepared by:MORRISON AND COMPANY 1339 Tatum Gulf Road Cloudland, Georgia 30731-5128 Telephone and Fax: 1-706-398-3789 E-mail Address: jimkitty@starband.netTABLE OF CONTENTSTABLE OF CONTENTSP R E FA C E : IN C E P TIV E IN FOR M A TION ....................... Preface, Page 1SECTION 01: INTRODUCTION......................... PrS E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............. Preface, Page 2S E C TION 03: C ON D ITION S ........................... PrS E C TION 04: FIN D IN GS.............................. Preface, Page 4A. Manufacturer Warranty Materials ................ Prage 6B. Office Practices and Procedures Preface, Page 7C. Record-Keeping Pr ................... PrD . C om parativ e S tatis tic al A naly s is Preface, Page 7SECTION 05: RECOMMENDATIONS AND CONCLUSIONS . . PrC H A P TE R 01: M A N U FA C TU R E R WA R R A N TY M A TE R IA LS......Chapter 1, Page 1SECTION 01: INTRODUCTION........................CS E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............Cage 2S E C TION 03: C ON D ITION S ..........................Chapter 1, Page 3S E C TION 04: FIN D IN GS.............................Cage 6A. AM General Sales Corporation (Hummer) .......Cage 11B. American Honda Motor Company ..............Chapter 1, Page 12C. Ford Motor Company .......................CD. General Motors ............................Cage ...

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2006 AUDIT
OF
BBB AUTO LINE
INCLUDING:
THE STATE OF FLORIDA
AND
THE STATE OF OHIO
Prepared by:
MORRISON AND COMPANY
1339 Tatum Gulf Road
Cloudland, Georgia 30731-5128
Telephone and Fax: 1-706-398-3789
E-mail Address: jimkitty@starband.netTABLE OF CONTENTSTABLE OF CONTENTS
P R E FA C E : IN C E P TIV E IN FOR M A TION ....................... Preface, Page 1
SECTION 01: INTRODUCTION......................... Pr
S E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............. Preface, Page 2
S E C TION 03: C ON D ITION S ........................... Pr
S E C TION 04: FIN D IN GS.............................. Preface, Page 4
A. Manufacturer Warranty Materials ................ Prage 6
B. Office Practices and Procedures Preface, Page 7
C. Record-Keeping Pr ................... Pr
D . C om parativ e S tatis tic al A naly s is Preface, Page 7
SECTION 05: RECOMMENDATIONS AND CONCLUSIONS . . Pr
C H A P TE R 01: M A N U FA C TU R E R WA R R A N TY M A TE R IA LS......Chapter 1, Page 1
SECTION 01: INTRODUCTION........................C
S E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............Cage 2
S E C TION 03: C ON D ITION S ..........................Chapter 1, Page 3
S E C TION 04: FIN D IN GS.............................Cage 6
A. AM General Sales Corporation (Hummer) .......Cage 11
B. American Honda Motor Company ..............Chapter 1, Page 12
C. Ford Motor Company .......................C
D. General Motors ............................Cage 13
E. Hyundai Motor America .....................Chapter 1, P
F. Is uz u M otors A m eric aCage 14
G. K ia M otors A m eric a ........................Cage 15
H. Land Rover of North America .................Chapter 1, P
I. Nissan North America (Infiniti and Nissan) .......Cage 15
J. Saab Cars USA ...........................Cage 16
K . S aturn C orporation .........................Chapter 1, P
L. Volkswagen of America (Audi and Volkswagen) . . . Cage 17
M . Work hors e C us tom C has s is..................Cage 18
S E C TION 05: R E C OM M E N D A TION SChapter 1, P
A. National .................................Cage 18
B . Florida...................................Cage 19
C . Ohio ....................................Chapter 1, P
S E C TION 06: C ON C LU S ION S .......................Cage 20
CHAPTER 02: OFFICE PRACTICES AND PROCEDURES .......Chapter 2, Page 1
SECTION 01: INTRODUCTION........................C
A. BBB AUTO LINE Forms ......................Cage 1
B . Inform al D is pute S ettlem ent P roc edure ..........Chapter 2, Page 3
01. Conciliation ..........................C
02. M ediation ...........................Cage 3
Table of Contents, Page 103. A rbitration...........................Chapter 2, Page 4
a. Preparation for Arbitration Hearing . . . Cage 5
b. A rbitration H earing................C
c . A rbitration D ec is ion ...............Chapter 2, Page 6
d. P os t A rbitration D ec is ion ...........C
S E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............Cage 7
S E C TION 03: C ON D ITION S ..........................Chapter 2, P
A. National ..................................Cage 7
B . C alifornia .................................Cage 8
C . Florida ...................................Chapter 2, P
D . Ohio .....................................Cage 9
S E C TION 04: FIN D IN GS.............................C
A. NationalChapter 2, Page 9
01. Office Site ...........................C
a. Facilities ......................Cage 10
b. Personnel .....................Chapter 2, P
B . C alifornia ................................Cage 11
01. Office Site ..........................C
a. FacilitiesChapter 2, Page 11
b. PersonnelC
02. A rbitration H earing P roc es s ............Cage 12
a. Openness of Arbitration Hearing ....Chapter 2, P
b. Effectiveness of Arbitration Hearing . Cage 12
c . D ec is ion-M ak ing ................C
C . Florida ..................................Chapter 2, Page 13
01. Office Site ..........................C
a. Facilities ......................Cage 13
b. Personnel .....................Chapter 2, P
02. A rbitration H earing P roc es s ............Cage 14
a. Openness of Arbitration Hearing ....C
b. Effectiveness of Arbitration Hearing . Chapter 2, Page 14
c . D ec is ion-M ak ing ................Cage 15
D . Ohio ....................................C
01. Office Site ..........................Chapter 2, Page 15
a. Facilities ......................C
b. Personnel .....................Cage 16
02. A rbitration H earing P roc es s ............Chapter 2, P
a. Openness of Arbitration Hearing ....Cage 16
b. Effectiveness of Arbitration Hearing . Cage 17
c . D ec is ion-M ak ing ................Chapter 2, P
S E C TION 05: R E C OM M E N D A TION S..................Cage 17
S E C TION 06: C ON C LU S ION S .......................Cage 18
A. National .................................Chapter 2, P
Table of Contents, Page 2B . C alifornia ................................Chapter 2, Page 18
C . Florida ..................................Cage 19
D . Ohio ....................................C
CHAPTER 03: RECORD-KEEPING PROCEDURES .............Chapter 3, Page 1
SECTION 01: INTRODUCTION........................C
S E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............Cage 1
A. NationalChapter 3, P
B . FloridaCage 2
C . Ohio .....................................C
S E C TION 03: C ON D ITION S ..........................Chapter 3, Page 2
S E C TION 04: FIN D IN GS.............................C
P A R T I......................................Cage 3
P A R T II ....................................Chapter 3, Page 21
S E C TION 05: R E C OM M E N D A TION S..................Cage 33
S E C TION 06: C ON C LU S ION S .......................C
C H A P TE R 04: C OM P A R A TIV E S TA TIS TIC A L A N A LY S IS ........Chapter 4, Page 1
SECTION 01: INTRODUCTION C
S E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............Cage 2
S E C TION 03: C ON D ITION S ..........................Chapter 4, P
A. National ..................................Cage 2
B . Florida....................................Cage 4
C . Ohio .....................................Chapter 4, P
S E C TION 04: FIN D IN GS.............................Cage 4
A. NationalC
01. General Information ...................Chapter 4, Page 5
02. Consumer Knowledge about Program .....C
03. Ineligible/Withdraw n C as es +............Cage 8
04. Forty D ay Tim e Lim it + .................Chapter 4, P
05. R es olution of C as es + ................Cage 11
06. M ediated C as es + ...................Cage 13
07. A rbitrated C as es +....................Chapter 4, Page 16
08. Consumer Satisfaction with Arbitrators . . . Cage 21
09. C ons um er S atis fac tion w ith B B B ........Cage 25
B . Florida...................................Chapter 4, Page 27
01. General Information ..................C
02. Consumer Knowledge about Program ....Cage 27
03. Ineligible/Withdraw n C as es +...........Chapter 4, Page 31
04. Forty D ay Tim e Lim it + ................C
05. R es olution of C as es +Cage 34
06. M ediated C as es + ...................Chapter 4, Page 36
07. A rbitrated C as es +....................Cage 39
Table of Contents, Page 308. Consumer Satisfaction with Arbitrators . . . Chapter 4, Page 44
09. C ons um er S atis fac tion w ith of B B B ......Cage 47
C . Ohio ....................................Cage 50
01. General Information ..................Chapter 4, P
02. Consumer Knowledge about Program ....Cage 50
03. Ineligible/Withdraw n C as es +...........Cage 53
04. Forty D ay Tim e Lim it + ................Chapter 4, P
05. R es olution of C as es +Cage 56
06. M ediated C as es + ...................Cage 58
07. A rbitrated C as es +....................Chapter 4, Page 61
08. Consumer Satisfaction with Arbitrators . . . Cage 66
09. C ons um er S atis fac tion w ith B B B ........Cage 69
S E C TION 05: R E C OM M E N D A TION S..................Chapter 4, Page 72
A. National .................................C
B . Florida...................................Cage 72
C . Ohio ....................................Chapter 4, P
S E C TION 06: C ON C LU S ION S .......................Cage 72
C H A P TE R 05: S U M M A R YChapter 5, Page 1
SECTION 01: INTRODUCTION........................C
S E C TION 02: S TA TU TOR Y R E QU IR E M E N TS............Cage 1
S E C TION 03: C ON D ITION S ..........................Chapter 5, P
S E C TION 04: FIN D IN GS.............................Cage 1
A. Manufacturer Warranty Materials ...............C
B. Office Practices and ProceduresChapter 5, Page 1
C. Record-Keeping Pr ..................Cage 2
D . C om parativ e S tatis tic al A naly s isC
S E C TION 05: R E C OM M E N D A TION S...................Chapter 5, Page 2
A. Manufacturer Warranty Materials ...............C
B. Office Practices and ProceduresCage 2
C. Record-Keeping Pr ..................Chapter 5, Page 3
D . C om parativ e S tatis tic al A naly s isC
S E C TION 06: C ON C LU S ION S ........................Cage 3
APPENDIX A: MAGNUSON-MOSS WARRANTY ACT ......... Appendix A, Page. 1
APPENDIX B: 16 C.F.R. PART 703 Appendix B, Page. 1
APPENDIX C: FLORIDA STATUTES CHAPTER 681 ..........Appendix C, Page. 1
APPENDIX D: FLORIDA ADMINISTRATIVE CODE ANNOTATED Appendix D, Page. 1
APPENDIX E: OHIO REVISED CODE ANNOTATED .......... Appendix E, Page. 1
Table of Contents, Page 4APPENDIX F: OHIO ADMINISTRATIVE CODE ............... Appendix F, Page. 1
APPENDIX G: CONSUMER SURVEY QUESTIONS ........... Appendix G, Page 1
APPENDIX H: FORM NAMES ............................ Appendix H, Page 1
Table of Contents, Page 5PREFACE
INCEPTIVE FINDINGSPREFACE: INCEPTIVE INFORMATION
SECTION 01: INTRODUCTION
Manufacturers which issue warranties for consumer products in the United
States are required to abide by the terms of Public Law 93-637, the Magnuson-Moss
Warranty Act; 15 U.S.C. § 2301 et seq. (hereinafter referred to as Magnuson-Moss). If
a warrantor elects to incorporate an Informal Dispute Settlement Procedure into its
warranty, thereby requiring consumers to utilize the procedure prior to enforcing rights
under Magnuson-Moss in court, the manufacturer and its Informal Dispute Settlement
Procedure (hereinafter referred to as BBB AUTO LINE), administered by the Council of
Better Business Bureaus, which is located in Arlington, Virginia (hereinafter referred to
as CBBB), and the local Better Business Bureau offices (herei
collectively as BBB AUTO LINE) must abide by the Federal Trade Commission
Regulations set out in 16 C.F.R. Part 703 (hereinafter referred to as Rule 703). BBB
AUTO LINE is utilized by participating manufacturers to handle all of the
responsibilities under Rule 703, with the exception of those provisions in Rule § 703.2,
which outline the duties of the warrantor/manufacturer.
State motor vehicle warranty laws, informally known as Lemon Laws, since the
consumer often feels that he/she has purchased a lemon , provide state-law remedies
for consumers who experience significant problems with their vehicles. BBB AUTO
LINE performs the function of the Lemon Law’s Informal Dispute Settlement Procedure
for many manufacturers which choose to utilize BBB AUTO LINE services.
Rule 703 mandates a yearly audit of any Informal Dispute Settlement Procedure
incorporated into a manufacturer s warranty. Unique requirements in Florida and in
Ohio also require, in addition, a separate annual audit in those states. This audit is
mandated by the laws and administrative codes below which are quoted fully in the
appendices. If a manufacturer elects to require a consumer to use its Informal Dispute
Settlement Procedure prior to enforcing rights under the Lemon Laws of Florida or of
Ohio, the manufacturer must also abide by the following laws and administrative codes:
A. Florida Statutes Title 39, Chapter 681 Motor Vehicle Sales Warranties, Motor
Vehicle Warranty Enforcement Act (hereinafter referred to as the Florida
Lemon Law)
B. Florida Administrative Code Annotated, Chapter 5J-11 Dispute-Settlement
Procedure Certification (hereinafter referred to as the Florida Administrative
Code)
C. Ohio Revised Code Annotated, Title XIII Commercial Transactions, Chapter
1345 Consumer Sales Practices, §1345.71-78 (hereinafter referred to as the
Ohio Lemon Law)
D. Ohio Revised Administrative Code, 109:4 Consumer Protection,
Preface, Page 1Chapter 109:4-4 (hereinafter referred to as the Ohio Administrative Code).
The locations of BBB AUTO LINE offices which have been visited for the 2006
audit, as well as CBBB offices are as follows:
A. Council of Better Business Bureaus, Inc.
Dispute Resolution Division
4200 Wilson Boulevard, Suite 800
Arlington, Virginia 22203-1838
www.adr.bbb.org
B. Better Business Bureau of West Florida
2653 McCormick Drive
Clearwater, Florida 33759
www.bbbwestflorida.org

C. Better Business Bureau of Northeast California
400 S Street
Sacramento, California 95814
www.necal.bbb.org
D. Better Business Bureau of Canton and Greater West Virginia
1434 Cleveland Avenue North
Northwest Canton, Ohio 44703
http://www.cantonbbb.org.
Copies of all BBB AUTO LINE Case Files are maintained by CBBB, with
computerized information provided to the local offices as required. All cases resulting in
mediated settlements or in arbitrated decisions are monitored by BBB AUTO LINE staff
in order to ensure that the terms of the mediated settlement or of the arbitrated decision
are in compliance.
SECTION 02: STATUTORY REQUIREMENTS
Magnuson-Moss
Rule 703
The Florida Lemon Law
The Florida Administrative Code
The Ohio Lemon Law
The Ohio Administrative Code
[Please refer to appendices for the complete text of all related laws, statutes, and
regulations]
Preface, Page 2