SEATTLE — With car payments hitting record highs, consumer advocates say the financial strain can grow quickly when a new vehicle repeatedly breaks down and owners find themselves stuck in a cycle of repairs, delays and warranty disputes.
In Washington, consumers have filed more than 1,600 complaints with the Better Business Bureau about auto dealerships over the past two years, along with 871 negative reviews.
Many of the complaints involve repeated vehicle problems, warranty disputes, and repair delays, with consumers reporting they are pushed back and forth between the dealership and the manufacturer.
BBB spokesperson Cameron Nakashima said the BBB’s free BBB AUTO LINE program is designed to help in those situations by offering dispute resolution for people who own or lease vehicles made by manufacturers that have agreed to participate.
In this Wednesday, April 25, 2018, photo, auto technician Anthony Sterns works to replace the coolant expansion tank on a 2011 BMW at the Fat City German Car service shop in Seattle. At first, dumping your old car might seem like a no-brainer, and you can’t help picturing how good you would look in that new car. But automotive experts say you’ll almost always come out ahead, at least financially, by fixing old faithful. (AP Photo/Elaine Thompson)
If a new vehicle keeps failing and the normal repair process is not working, Nakashima said BBB AUTO LINE can help connect consumers with the right contacts to move a case through a manufacturer’s formal resolution process, without paying a fee or hiring a lemon law attorney.
Nakashima shared a recent example involving a consumer who spent more than a year and a half dealing with repeated electrical problems in a leased vehicle.
Although the repairs were covered under warranty, the problems continued. The consumer was still making payments, still losing access to the vehicle, and still being passed between the dealership and the manufacturer. He wanted out of the lease but felt trapped until a friend told him about BBB AUTO LINE.
After the consumer filed a claim, BBB helped move the dispute through the manufacturer’s formal resolution process. In that case, GMC worked with the consumer toward a buyback. The consumer returned the vehicle and recovered nearly $20,000, including his down payment and most of what he had paid on the lease.
For consumers who believe their vehicle may be a lemon, the BBB recommends documenting problems immediately by saving repair orders, warranty records, receipts, messages, and notes from conversations with the dealer or manufacturer.
The BBB also encourages consumers to try resolving the issue directly, noting that BBB Accredited dealerships and manufacturers have committed to being responsive and addressing concerns in good faith.
If those efforts fail, the BBB advises filing a claim with BBB AUTO LINE. The service is free, and qualifying consumers may be able to pursue a repair, replacement, or buyback, which in some cases can mean getting out of the vehicle and recovering much of the money already paid.
Before purchasing or leasing a vehicle, consumers can research a dealership’s reputation, ratings and reviews for free at BBB.org.
