State–Certified Arbitration Information

Steps to take if you think you have a lemon.

  1. Consult your warranty booklet.
  2. Attempt to resolve the issue with the dealer.
  3. Contact the manufacturer directly. In some situations, you may have to inform the manufacturer, in writing, of the specific issues.
  4. Certified programs determine eligibility but in general, you may wish to file a claim for arbitration if you meet the following recommendations:
    • The specific issue is covered by an original manufacturer’s warranty (i.e. bumper to bumper, powertrain, emissions, etc.). This does not include extended warranties.
    • If required, you have directly notified the manufacturer directly about the issues.
    • The issues substantially decrease the use, value, and/or safety of the vehicle.
    • The issues have not been satisfactorily repaired.
    • The manufacturer has a state-certified arbitration program (see list below).

Benefits of Arbitration

Arbitration is an informal option for resolving warranty disputes between manufacturers and consumers with neutral arbitrators. Some of the advantages of arbitration are:

  • It is free.
  • No need to hire an attorney.
  • Decisions usually come within 40 days after the arbitration program gets your application.
  • State–certified arbitration programs:
    • Are certified and monitored for compliance by the Department of Consumer Affairs Arbitration Certification Program
    • Arbitrator decisions must be performed by the manufacturer within 30 days of the consumer’s acceptance (with few exceptions)
    • Consumers can challenge any repair covered by the manufacturer's written warranty
    • Allow consumers to present their dispute in person, by phone, virtually, or in writing

What to Expect During the Arbitration Process

  • After you contact the manufacturer’s certified arbitration program and apply, the manufacturer may offer to settle the case with you. It's your choice to accept a settlement or go to arbitration.
  • The program will request repair orders, the sales contract, and vehicle registration. These are shared with the manufacturer and the arbitrator, so make sure your information is organized and relevant. You should also receive documents from the manufacturer.
  • A hearing will then be scheduled at a location near you. You decide whether to present your case in person, by telephone, virtually, or in writing.
  • At the hearing, both you and the manufacturer will have an opportunity to present your case. Be sure to clearly explain how the issues affect the car’s use, value, or safety. You will also be able to respond to anything the manufacturer says. The arbitrator will ask questions to both sides. If needed, they may inspect or test-drive the car.
  • The process usually takes about 40 days. Once a decision is made, you decide whether to accept or reject it. If you accept, the manufacturer must follow it. If you reject it, you may opt to speak to an attorney to explore your legal options.

Applying for Arbitration.

Find your vehicle's manufacturer in the list below, then contact the state-certified arbitration program. They’ll guide you through the process:

Better Business Bureau Auto Line (BBB Auto Line) – (800) 955–5100

  • Aston Martin
  • Bentley
  • Ferrari
  • Ford (Includes Lincoln, Mercury, & RV Chassis)
  • General Motors (Includes Buick, Cadillac, Chevrolet, and GMC)
  • Hyundai/Genesis
  • Jaguar/Land Rover
  • Kia
  • Lamborghini
  • Lotus Cars
  • Maserati
  • Mazda
  • Nissan/Infiniti
  • Volkswagen/Audi
  • Rivian

California Dispute Settlement Program (CDSP Auto Line) – (800) 777–8119

  • BMW (Includes Mini Cooper and Rolls Royce divisions)
  • Fiat Chrysler Automobile (Alfa Romeo, Chrysler, Dodge, Fiat, Jeep, Mopar, RAM and SRT)
  • Honda/Acura
  • Mercedes–Benz
  • Tesla
  • Toyota

Consumer Arbitration Program – Motor Vehicles (CAP–Motors) – (800) 279–5343

  • Porsche

What if there is no state certified arbitration program for my manufacturer?

You can take your Lemon Law case to court or try mediation through the New Motor Vehicle Board by calling (916) 445–1888. To find an attorney call the State Bar at (415) 538–2000 for a referral, or search online.