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Customer Satisfaction
5Introduction
manufacturers and their customers.
BBB AUTO LINE’s decision makers
are impartial third parties who will
listen to both the customer and the
manufacturer and decide what can
be done to resolve the disagreement.
The
BBB AUTO LINE’s decision is
not binding on you unless you agree
to accept it. If you accept the
decision, Honda will abide by it.
Generally, disputes submitted to
BBB AUTO LINE are resolved
within 40 days (47 days if you have
not first contacted Honda about your
complaint).
Honda offers you the opportunity to
mediate and arbitrate a disagreement
through
BBB AUTO LINE because
we want you to feel that you have
been treated fairly.
Eligibility is limited by your vehicle’s
age, mileage, and other factors. In
order to file a claim, you need to
provide your name and address, the
Vehicle Identification Number of your
vehicle, and a brief statement
outlining the disagreement. Initially,
BBB may try to resolve the
disagreement through mediation. If
this is not successful, your complaint
will be reviewed by an impartial,
volunteer arbitrator. You may present
the facts of your case to the arbitrator
at an informal meeting.
We encourage you to use this
program before, or instead of, going
to court. It is informal, free of
charge to you, and generally
resolves problems much faster than
the court system. Lawyers are
usually not involved in the
resolution of claims through the
BBB, although you may obtain one
at your own expense if you choose.
If you want to go to court, we do not
require you to first file a claim with
BBB AUTO LINE. Please note that
laws in some states may require that
you file a claim with
BBB AUTO
LINE
before you can proceed to a
state-operated dispute resolution
process or the court system. If you do
not accept the decision of
BBB AUTO
LINE
, you can still go to court.
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