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

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Informations

• Publié par: Onsey
• Nombre de lectures: 14
• Langue: English

Extrait

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: [phone]
E-mail Address: [e-mail] 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