2002 BBB Auto Line Audit

Informations

• Publié par: Musor
• Nombre de lectures: 19
• Langue: English

Extrait

2002 AUDIT
OF THE
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
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 ....................... P refac e, P age 1
SECTION 1: INTRODUCTION .......................... P refac e, P
S E C TION 2: S TA TU TOR Y R E QU IR E M E N TS.............. P refac e, P age 2
S E C TION 3: C ON D ITION S ............................ P refac e, P
S E C TION 4: FIN D IN GS............................... P refac e, P age 4
A. Manufacturer Warranty Materials ................ P refac e, P age 6
B. Office Practices and Procedures P refac e, P
C. Record-Keeping Pr ................... P refac e, P age 7
D . C om parativ e S tatis tic al A naly s is P refac e, P
SECTION 5: RECOMMENDATIONS AND CONCLUSIONS . . . Preface, Page 7
C H A P TE R 1: M A N U FA C TU R E R WA R R A N TY M A TE R IA LS.......C hapter 1, Page 1
SECTION 1: INTRODUCTION.........................C
S E C TION 2: S TA TU TOR Y R E QU IR E M E N TS.............Cage 2
S E C TION 3: C ON D ITION S ...........................C hapter 1, Page 3
S E C TION 4: FIN D IN GS..............................Cage 6
A. AM General Sales Corporation (Hummer) .......Cage 11
B. American Honda Motor Company
(Honda and Acura) ..........................C hapter 1, Page 12
C . A m eric an Is uz u M otors......................C
D. General Motors [NATIONAL, FLORIDA, and OHIO]
.....................................C hapter 1, Page 13
E. Hyundai Motor America .....................C
F. K ia M otors A m eric a.........................Cage 14
G. Land Rover of North America .................C hapter 1, P
H . Lex us D iv is ion of Toy ota M otor S ales , U .S .A . ....Cage 14
I. Nissan North America (Infiniti and Nissan) .......Cage 15
J . P ors c he C ars N orth A m eric a..................C hapter 1, P
K . S aturn C orporationCage 16
L. Volkswagen of America (Audi and Volkswagen) . . . C
S E C TION 5: R E C OM M E N D A TION S...................C hapter 1, Page 17
A. National .................................C
B . Florida...................................Cage 18
C . Ohio ....................................C hapter 1, P
S E C TION 6: C ON C LU S ION S ........................Cage 18
CHAPTER 2: OFFICE PRACTICES AND PROCEDURES ........C hapter 2, Page 1
SECTION 1: INTRODUCTION.........................C
A. BBB AUTO LINE Forms ......................Cage 1
B . Inform al D is pute S ettlem ent P roc edures .........C hapter 2, Page 3
1. Conciliation ...........................C
2. M ediation ............................Cage 3
3. A rbitrationC hapter 2, Page 4a. Preparation for Arbitration Hearing . . . Chapter 2, Page 4
b. A rbitration H earing................Cage 5
c . A rbitration D ec is ion ...............Cage 6
d. P os t A rbitration D ec is ion ...........C hapter 2, P
S E C TION 2: S TA TU TOR Y R E QU IR E M E N TS.............Cage 7
S E C TION 3: C ON D ITION S ...........................C
A. National ..................................C hapter 2, Page 7
B . Florida....................................Cage 8
C . Ohio .....................................C
S E C TION 4: FIN D IN GS..............................C hapter 2, Page 9
A. NationalC
1. Office Site ............................Cage 9
a. Facilities .......................C hapter 2, P
b. Personnel .....................Cage 10
B . Florida...................................Cage 11
1. Office Site ...........................C hapter 2, P
a. Facilities ......................Cage 11
b. PersonnelCage 12
2. A rbitration H earing P roc es s .............C hapter 2, P
a. Openness of Arbitration Hearings . . . Cage 12
b. Effectiveness of Arbitration Hearing . C
c . D ec is ion-M ak ing ................C hapter 2, Page 13
C . Ohio ....................................C
1. Office Site ...........................Cage 13
a. Facilities ......................C hapter 2, Page 14
b. Personnel .....................C
2. A rbitration H earing P roc es s .............Cage 15
a. Openness of Arbitration Hearing ....C hapter 2, P
b. Effectiveness of Arbitration Hearing . Cage 15
c . D ec is ion-M ak ing ................Cage 16
S E C TION 5: R E C OM M E N D A TION S...................C hapter 2, P
S E C TION 6: C ON C LU S ION S ........................Cage 17
A. National .................................C
B . Florida...................................C hapter 2, Page 17
C . Ohio ....................................C
CHAPTER 3: RECORD-KEEPING PROCEDURES ..............C hapter 3, Page 1
SECTION 1: INTRODUCTION.........................C
S E C TION 2: S TA TU TOR Y R E QU IR E M E N TS.............Cage 1
A. National ..................................C hapter 3, P
B . FloridaCage 2
C . Ohio .....................................C
S E C TION 3: C ON D ITION S ...........................C hapter 3, Page 2
S E C TION 4: FIN D IN GS..............................C
P A R T I......................................Cage 2P A R T II ....................................C hapter 3, Page 20
SECTION 5: RECOMMENDATIONS AND CONCLUSIONS
..........................................Cage 32
C H A P TE R 4: C OM P A R A TIV E S TA TIS TIC A L A N A LY S IS .........C hapter 4, Page 1
SECTION 1: INTRODUCTION ........................C
S E C TION 2: S TA TU TOR Y R E QU IR E M E N TS.............Cage 2
S E C TION 3: C ON D ITION S ...........................C hapter 4, P
A. National ..................................Cage 2
B . Florida....................................Cage 4
C . Ohio .....................................C hapter 4, P
S E C TION 4: FIN D IN GS..............................Cage 4
A. NationalC
01. General Information ...................C hapter 4, Page 4
02. Consumer Knowledge about Program .....Cage 5
03. Ineligible/Withdraw n C as es +............Cage 6
04. Forty D ay Tim e Lim it + .................C hapter 4, Page 7
05. D is pos ition of C as es +Cage 8
06. M ediated C as es + ....................Cage 9
07. A rbitrated C as es +C hapter 4, Page 10
08. Consumer Satisfaction with Arbitrators . . . Cage 12
09. Consumer Satisfaction with other aspects of BBB AUTO LINE
................................C hapter 4, Page 14
B . Florida...................................Cage 16
C . Ohio ....................................Cage 24
S E C TION 5: R E C OM M E N D A TION S...................C hapter 4, Page 32
S E C TION 6: C ON C LU S ION S ........................Cage 33
C H A P TE R 5: S U M M A R Y ..................................C hapter 5, Page 1
SECTION 1: INTRODUCTION.........................C
S E C TION 2: S TA TU TOR Y R E QU IR E M E N TS.............Cage 1
S E C TION 3: C ON D ITION S ...........................C hapter 5, P
S E C TION 4: FIN D IN GS..............................Cage 1
A. Manufacturer Warranty Materials ...............C
B. Office Practices and ProceduresC hapter 5, Page 1
C. Record-Keeping Pr ..................C
D . C om parativ e S tatis tic al A naly s isCage 2
S E C TION 5: R E C OM M E N D A TION S....................C hapter 5, P
A. Manufacturer Warranty Materials ...............Cage 2
B. Office Practices and ProceduresC
C. Record-Keeping Pr ..................C hapter 5, Page 2
D . C om parativ e S tatis tic al A naly s isCage 3
S E C TION 6: C ON C LU S ION S .........................C
APPENDIX A .........................................A ppendix A, Page. 1MAGNUSON-MOSS WARRANTY ACT
APPENDIX B .........................................A ppendix B, Page. 1
16 C.F.R. PART 703
APPENDIX CA ppendix C, Page. 1
FLORIDA STATUTES CHAPTER 681
APPENDIX DA ppendix D, Page. 1
FLORIDA ADMINISTRATIVE CODE ANNOTATED
APPENDIX E .........................................A ppendix E, Page. 1
OHIO REVISED CODE ANNOTATED
APPENDIX FA ppendix F, Page. 1
OHIO ADMINISTRATIVE CODE
APPENDIX G A ppendix G, Page 1
CONSUMER SURVEY QUESTIONS
APPENDIX H A ppendix H, Page 1
CONSUMER SURVEY FORM
APPENDIX I ...........................................A ppendix I, Page 1
FORM NAMESPREFACE
INCEPTIVE FINDINGSPREFACE: INCEPTIVE INFORMATION
SECTION 1: 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 (for the purposes of this audit, the Better Business Bureau system s BBB
AUTO LINE , hereinafter referred to 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