, V .3 DALLAS PUBLIC LIBRARY
X80395593 Documents RERECE 2003 - Annual Report
Texas Lemon Law Anniversary
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Consumer Affairs Section http://www.dot.state.tx.us F DepaTexas rtment of Transportation lemonlaw@ dot. state.tx.us
' Texas Department of Transportation
Greetings:
Since the inception of the Texas Lemon Law in 1983, many program accomplishments have been achieved. As the year 2003 marks the twentieth anniversary of the program, we proudly celebrate these accomplishments. Included in this annual report is a special section highlighting the program results from the past decade. Since 1993, it is estimated that the Lemon Law generated over 72 million dollars in relief to Texas consumers through the processing of 17,887 complaints.
The 2003 report, which is the twelfth annual report published on the Lemon Law, includes information on the program results, geographic distribution of complaints filed, defects reported, complaints filed, complaints closed, settlements, and vehicles ordered repurchased or replaced.
Shortly after the Lemon Law was enacted, a court challenge stalled enforcement of the law. However, in 1985 a federal appeals court upheld its validity. Since then, several amendments have been made to the law by the Texas Legislature.
The 1991 amendments included increasing the time to file a complaint from 18 months to 30 months, expanding the relief to include incidental expenses and adding a disclosure requirement for reacquired vehicles. In 1992 the Texas Motor Vehicle Commission, which administered the Lemon Law, was renamed the Motor Vehicle Board (MVB) and merged with the Texas Department of Transportation. In 1997, the Legislature expanded the law by adding towable recreational vehicles (TRVs). This made Texas the first state to include TRVs in its Lemon Law.
The MVB is charged with the promulgation of rule making for enforcement of the Lemon Law. In 1998, the MVB amended the Lemon Law Rules to require that a decal be affixed to the windshield of reacquired vehicles. In 2000, the MVB expanded the disclosure requirement to include vehicles reacquired as a result of settlements and lemon vehicles transferred to Texas for resale. In an effort to hinder what is known in the industry as "lemon laundering" or "title washing" and facilitate the MVB's enforcement of the disclosure requirements, the Lemon Law Rules were amended to require that a manufacturer, distributor, or converter re-title a vehicle reacquired under the Lemon Law. The Vehicle Titles and Registration Division now annotates the title history of vehicles reacquired in Texas as well as vehicles reacquired in another state and transferred to Texas for resale. Most recently, the MVB amended the rules to authorize hearings by written submission or by telephone.
During the 77 th legislative session, the legislature enacted Chapter 2301 of the Occupations Code which was effective June 1, 2003. Chapter 2301 is a codification of the Texas Motor Vehicle Commission Code which contains the Lemon Law. The purpose of the codification is to make the law more accessible, understandable and usable without altering its sense, meaning, or effect.
The customer satisfaction survey continues to indicate that the vast majority of Texas citizens who have used the Lemon Law consider it to be an effective remedy in resolving a complaint involving a problem vehicle. Feel free to contact the Motor Vehicle Division staff to suggest improvements in the program.
Sincerely,
Kevin D. Pagan Chairman, Motor Vehicle Board September 2004 1 TEXAS DEPARTMENT OF TRANSPORTATION MOTOR VEHICLE BOARD
Kevin D. Pagan, Chair McAllen
Jim Leonard, Vice Chair Abilene
Mike Arismendez, Jr. Lubbock
Frank Breazeale Gilmer
Stuart Hamilton San Antonio
Patricia Fincher Harless Houston
Jana Howden Austin
Cynthia Tyson Jenkins Irving
Roger Williams Weatherford
j -E I I
TEXAS DEPARTMENT OF TRANSPORTATION MOTOR VEHICLE DIVISION CONSUMER AFFAIRS SECTION Post Office Box 2293 Austin, Texas 78768-2293
Brett Bray Division Director
L. David Brunke Director - Consumer Affairs
H. Glenn Cortez W. Kenneth Herring Richard D. Russell Administrative Law Judges
Tim Bargsley John DuFour Robert Shrawder Case Advisors/Automotive Experts
Anne Walthall Support Staff Supervisor
Jose Catache Robin McCleary Stephanie Rogers Cindy Sedillo Support Staff
I Table of Contents
Section Page
Texas Lemon Law Anniversary Highlights - Special Edition...... 1-6
2003 Annual Report...... 7-46
Vehicles Covered ...... 8
Introduction to the Program Results for CY 2003 ...... 9-11 Chart A - Summary of Program Results ...... 9 Chart B - Geographic Distribution of Complaints Filed ...... 10-11
Complaint Process ...... 12-17 Chart C - Complaint Process and Time Span ...... 13 Chart D - Mediation Inspections ...... 15
Complaints Filed...... 18-29 Chart E - Complaints Filed - By Manufacturer and Make ...... 18-19 Chart F - Complaint Filed Index - By Make and Model (Cars & Trucks)...... 20-23 CFI Results for Cars & Trucks ...... 24 Chart F1- Complaint Filed Index - By Make and Model (Motor Homes)...... 25
Chart F2 - Complaint Filed Index - By Make and Model (TRVs) ...... 26
Chart F3 - Complaint Filed Index - By Make and Model (Motorcycles & ATVs)...... 26 Chart G - Defects Reported ...... 27 Chart H - Predominate Defects - By Make and Model...... 29
Complaints Closed ...... 30-44 Chart I - Complaint Resolution Before Hearing Set ...... 30 C h art J - S ettlem cents ...... 31 Chart K - Repurchase/Replacement/Trade Assist Settlements Before Hearing Convened - B y Manufacturer ...... 32 Chart L - Complaint Resolution After Hearing Set ...... 33 Chart Mi- Complaints Closed Comparison ...... 34
Chart M2 - Complaints Closed - By Manufacturer and Make ...... 35-36 Chart N - Repurchase/Replacements Ordered - By Make and Model ...... 39 Chart 0 - Market Share Percentage - By Manufacturer and Make ...... 41 Chart P - Settlement Rate - By Make of Vehicles ...... 42-43 Chart Q - Manufacturer Reacquired Vehicles ...... 44
Conclusion...... 45
Acknowledgments ...... 4
4
e
a 9
h Texas Lemon Law Program Special Edition
TeXas ni'on Law
Anniversary
Highlights
1 Texas Lemon Law Program Special Edition
The following chart depicts the number of complaints received compared to the number of complaints closed from CY93 through CY03. The number of complaints closed each year includes some complaints carried over from the prior year. Except for CY94, the number of complaints closed almost equals or exceeds the number of complaints filed.
Comparison of Complaints Received and Complaints Closed CY 1993-CY 2003
1400 -
1300 -
1200 ------
-+- Rec'd 1100 ------Closed
1000 ------
900 - - - -
800 1 CY93 CY94 CY95 CY96 CY97 CY98 CY99 CYOO CY01 CY02 CY03
2 Texas Lemon Law Program Special Edition
Of the 11,593 complaints that closed in the past decade, approximately 7,386 or 64% of the complainants obtained relief. Repurchase, replacement and repair relief, or some other form of relief was received through a settlement or decision and order of an Administrative Law Judge.
% Obtained Relief CY93 56% CY94 58% CY95 58% CY96 64% CY97 64% CY98 67% CY99 69% CYOO 68% CY01 62% CY02 67% CY03 64%
Comparison of Relief Obtained and Complaints Closed
1400 CY93-CY03
1300
1200 -
1100
1000 Obtained Relief -+- Closed
900
800 -
700 -
600 -
500 CY93 CY94 CY95 CY96 CY97 CY98 CY99 CYOO CY01 CY02 CY03
3 Texas Lemon Law Program Special Edition
Since 1993, approximately $72.1 million dollars of relief has been awarded to nearly 3,800 consumers that received repurchase, replacement or trade assist relief.
Total Relief to Consumers CY93-CY03 (in millions of dollars)
$10
$9
$8 A=
$7
$6
$5
$4 $3 I $2
$1
$0 U1\93 ( 194 C195 C196 C197 C(I98 CI99 C100 CY01 CY02 C103
4 Texas Lemon Law Program Special Edition
The following chart depicts the percentage of each type of relief awarded to nearly 3,800 consumers.
Percentage of Total Relief Awarded
015%
3%
F1 13% Fr-r
E 39%
* Repurchase (settlement) L Replacement (settlement) El Trade Assist (settlement) L Ordered Repurchased
5 Texas Lemon Law Program Special Edition
A Slice of History
1971 Texa Motor Vehicle Commission created 1983 Lemon Law enacted 1989 Clarification of prior written notice to manufacturer & opportunity to cure 1991 - Filing time & presumption expanded - Filing fee increased from $35 to $75 - Disclosure requirement added - Incidental expenses added 1992 - Renamed Motor Vehicle Board and merged with Texas Department of Transportation 1993 - Filing fee reduced from $75 to $35 1997 - TRVs added to vehicles covered 1998 - Decal requirement added to disclosure 1999 - Limited to vehicles purchased/leased in Texas 2000 - Disclosure requirement expanded to settlements & vehicles transferred to Texas 2002 - Useful life increased from 100,000 to 120,000 miles - Re-title requirement added for reacquired vehicles 2003 - Codified in the Occupations Code, Ch. 2301 6 Texas Lemon Law Program Annual Report 2003
CY 2003
Results
7 Texas Lemon Law Program Annual Report 2003
VEHICLES COVERED
PASSENGER CARS LIGHT TRUCKS INCLUDES MINI-VANS AND SPORT UTILITY VEHICLES
0S
MOTORCYCLES ALL TERRAIN VEHICLES (MC) (ATV)
MOTOR HOMES TOWABLE RECREATIONAL (MH) VEHICLES (TRV)
MEDIUM TRUCKS HEAVY TRUCKS (MT) (HT)
NEIGHBORHOOD ELECTRIC VEHICLES (NEV) 8 Texas Lemon Law Program Annual Report 2003
INTRODUCTION TO THE PROGRAM RESULTS FOR CY 2003
The report includes text and charts to illustrate the resolution of 953 complaints during 2003. Of the complaints processed in CYO3, 438 were carried over from the end of CYO2 and 867 were complaints that were received in CY03. Chart A shows an overview of the program results for CY03 along with the previous two years' results for comparison.
Most complaints involve passenger cars and light trucks; however, complaints were received on all terrain vehicles, medium trucks, heavy trucks, motorcycles, motor homes, towable recreational vehicles and neighborhood electric vehicles. Prices of the vehicles complained against ranged from a few thousand dollars to over four hundred thousand dollars for a luxury motor home.
SUMMARY OF PROGRAM RESULTS CY01 CY02 CY03 Complaints Filed 943 951 867 Complaints Closed 948 978 953 Mediation Inspections 82 102 75 Prehearing Settlements 430 417 441 Hearings Scheduled 598 664 676 Final Orders (Hearings Held) 158 189 172 Repurchase/Replacement Orders 39 32 46 Manufacturer Reacquired Vehicles 295 277 326
9 Texas Lemon Law Program Annual Report 2003
Chart B shows the geographic distribution of complaints filed by major metropolitan area. For consumers residing outside these areas, their complaints are included with a nearby metropolitan area. The hearings are held primarily at Texas Department of Transportation offices. For comparison purposes, the CY02 distributions are also provided.
CHART B GEOGRAPHIC DISTRIBUTION OF COMPLAINTS FILED BY METROPOLITAN AREA
Austin 11% San Antonio (CY02-12%) 8% (CY02-8%)
Dallas/Arlington/ Fort Worth 29% Houston (CY02-27%) 24% (CY02-26%)
All Others (see page 11) 28% (CY02-27%)
10 Texas Lemon Law Program Annual Report 2003
All others include:
0.81% Abilene 1.61% Lubbock
0.69% Amarillo 0.58% Lufkin
0.12% Atlanta/Texarkana 1.04% Midland
1.73% Beaumont/Port Arthur/Orange 1.27% Odessa
0.46% Brenham 0.58% Paris
1.04% Brownsville 0.69% Pharr
0.12% Brownwood 0.46% San Angelo
0.81% Bryan/College Station/Huntsville 2.65% Tyler
1.85% Corpus Christi 1.27% Victoria
3.46% El Paso 1.04% Waco/Killeen/Temple
0.35% Harlingen 0.58% Wichita Falls
0.69% Laredo 0.35% Yoakum
0.92% Longview
11 Texas Lemon Law Program Annual Report 2003
COMPLAINT PROCESS
PROVISIONS OF THE TEXAS LEMON LAW
According to Chapter 2301 of the Occupations Code:
Subchapter M (formerly Section 6.07, Texas Motor Vehicle Commission Code) provides new motor vehicle owners, lessors, or lessees, who purchase or lease their vehicles from licensees of the Motor Vehicle Board, a forum to air complaints about vehicles that they have been unable to have repaired under warranty. Depending on the circumstances, a consumer can seek repurchase or replacement of the vehicle by the manufacturer, converter or distributor under the Lemon Law. A $35.00 filing fee is required.
Section 2301.204 (formerly Section 3.08(i), Texas Motor Vehicle Commission Code) provides repair relief to motor vehicle owners whose vehicles do not qualify for repurchase or replacement according to Subchapter M.
For buyers of used vehicles or new vehicles purchased or leased from non-licensees of the Motor Vehicle Board, available relief is limited to repairs only under Section 2301.204.
ENFORCEMENT OF THE TEXAS LEMON LAW
The Motor Vehicle Division of the Texas Department of Transportation, specifically the Consumer Affairs Section, is responsible for enforcement of the Texas Lemon Law. Chart C describes the complaint process and time span which may vary depending on the case. A resolution of the complaint may be reached at any stage in the process.
12 Texas Lemon Law Program Annual Report 2003
CHART C COMPLAINT PROCESS AND TIME SPAN
1. RECEIPT OF COMPLAINT: A consumer files a written complaint with the Motor Vehicle Division and may submit a $35.00 filing fee if the vehicle meets eligibility for filing under Subchapter M.
2. 10 DAYS FROM RECEIPT OF COMPLAINT: The Motor Vehicle Division notifies the vehicle manufacturer, the selling dealer, and the servicing dealers of receipt of the complaint.
3. 35 DAYS FROM RECEIPT OF COMPLAINT: The Case Advisors attempt to resolve the complaint through mediation. A mediation inspection may be scheduled.
4. 90 DAYS FROM RECEIPT OF COMPLAINT: The Administrative Law Judge schedules and conducts a hearing on the complaint.
5. 135 DAYS FROM RECEIPT OF COMPLAINT: The Administrative Law Judge issues a Decision and Final Order.
6. 150 DAYS FROM RECEIPT OF COMPLAINT: If a party does not agree with the Administrative Law Judge's Decision and Final Order, a Motion for Rehearing may be filed with the Director of the Motor Vehicle Division or with the Motor Vehicle Board.
7. 165 DAYS FROM RECEIPT OF COMPLAINT: The Director or the Motor Vehicle Board rules on the Motion for Rehearing.
8. CLOSE COMPLAINT: Parties may still file an appeal in the District Court in Travis County.
13 Texas Lemon Law Program Annual Report 2003
RESPONSIBILITIES OF THE CASE ADVISORS
BEFORE A HEARING IS SCHEDULED: When a complaint is received, it is evaluated by a Case Advisor who is ASE certified to determine whether the consumer is eligible for relief. After determining that a complaint meets the jurisdictional requirements of either Subchapter M or Section 2301.204, the Case Advisor serves as a liaison between the consumer and representatives of the manufacturer and dealer. Often, their assistance results in resolution of complaints soon after filing.
AFTER A HEARING IS SCHEDULED: The Case Advisor contacts consumers prior to a hearing to review the hearing procedures and to answer any questions that may arise. The Case Advisor furnishes information concerning the proof requirements of the Lemon Law described in the consumer handbook and the "Consumer's Guide to the Texas Lemon Law" video.
VEHICLE INSPECTION PROGRAM
The vehicle inspections are conducted by ASE certified inspectors in an attempt to resolve complaints earlier in the process without the need for a hearing. Generally, inspections are performed at authorized dealerships near the consumer so that diagnostic equipment is readily available. The Motor Vehicle Division's inspector analyzes the facts based on the inspection of the vehicle and the evidence that the consumer could prove, should a hearing be required. Very often, the parties (consumer, consumer's representatives and manufacturers' representatives) reach an agreement during the inspections to resolve the complaint. In CY03, 75 inspections were conducted throughout the state. Of these complaints, 72% were resolved. Chart D shows the results.
14 Texas Lemon Law Program Annual Report 2003
CHART D MEDIATION INSPECTIONS
2301.204 Subchapter M MANUFACTURER (formerly Section 3.08(i), TMVCC) (formerly Section 6.07, TMVCC) Held Resolved Held Resolved DaimlerChrysler 9 8 32 26 Fleetwood 0 0 1 0 Ford 1 0 5 2 General Motors 4 4 6 6 Honda 0 0 1 0 Hyundai 2 1 4 3 Isuzu 1 0 2 1 Kia 1 1 1 0 Nissan 1 1 1 0 Toyota 0 0 2 0 Volkswagen 0 0 1 1 TOTALS 19 15 56 39 PERCENT RESOLVED 79% 70%
15 Texas Lemon Law Program Annual Report 2003
HEARINGS
Administrative Law Judges travel throughout the state holding hearings in locations as convenient for consumers as possible.
WHAT TO EXPECT AT A HEARING
0 Consumers and manufacturers are allowed to present evidence and arguments in support of their respective positions
0 The parties and their witnesses personally appear and present their evidence, under oath, and in accordance with the Administrative Procedure Act, the Texas Rules of Civil Procedure and the Texas Rules of Evidence
M Consumers are required to bring their vehicle to the hearing for an inspection and test drive
WHAT TO EXPECT FOLLOWING A HEARING
0 The Administrative Law Judge considers all of the evidence received at a hearing and issues a written decision and order at a later date. Generally, orders require one of the following:
Repurchase or replacement of the vehicle by the manufacturer with a reasonable allowance for the consumer's use of the vehicle deducted Repair of the vehicle under the manufacturer's warranty, or *. Dismissal of the complaint if it is not proven
16 Texas Lemon Law Program Annual Report 2003
WHEN THE DECISION IS FINALIZED
The decision and order are sent to the parties by certified mail.
0 Any party who disagrees with the decision may file a motion for rehearing (a request for reconsideration of the decision) with either the Motor Vehicle Division's Director or the Motor Vehicle Board. In CY03, 27 motions for rehearing were filed with the Motor Vehicle Division's Director and 2 motions for rehearing were filed with the Motor Vehicle Board. A motion for rehearing can result in an affirmation or minor modification of the original decision and order to the granting of a complete new hearing.
0 After a final ruling on a motion for rehearing, any party who disagrees with the Motor Vehicle Division's final action may file an appeal in state district court under the substantial evidence rule. An extremely small percentage of the total number of Lemon Law complaints that proceed to a hearing are appealed. During CY03, no Lemon Law cases were appealed. In CY02, two Lemon Law cases were appealed.
17 Texas Lemon Law Program Annual Report 2003
COMPLAINTS FILED
Chart E shows how many complaints were filed against manufacturers (listed alphabetically by make) for CYO 1 through CY03. Although the number of complaints filed decreased by 8.8% from CY02, some passenger car and light truck manufacturers experienced sharper declines such as Hyundai Motor America, American Isuzu Motors, Kia Motors America, Mazda North American Operations, Daewoo Motor of America, Inc. and General Motors Corporation. On the other hand, a few passenger car and light truck manufacturers experienced sharp increases such as Jaguar, Mercedes-Benz USA, LLC and BMW of North America, LLC.
CHART E COMPLAINTS FILED - BY MANUFACTURER AND MAKE
MANUFACTURER MAKE CY01 CY02 CY03
Airstream (MH/TRV) 1 1 1 Alfa Leisure (MH/TRV) 0 2 1 American Ironhorse (MC) 1 3 4 Aprilia (MC) 2 0 1 Big Dog (MC) 0 3 0 BMW 14 9 3 Mini 17 BMW including (MC) TOTAL 14 9 20 Bombardier (NEV) 0 4 2 Buell (MC) 2 2 0 Coachmen (MH/TRV) 2 0 1 Country Coach (MH) 1 1 0 Custom Campers (TRV) 1 0 1 Daewoo 1 17 5 Chrysler 12 20 30 Dodge 92 76 109 Jeep 25 23 18 Plymouth 8 4 0 DaimlerChrysler TOTAL 137 123 157 Damon (MH) 1 0 2 Ducati (MC) 1 0 0 E-ton (ATV) 1 0 0 Fleetwood (MH/TRV) 20 14 12 Ford 182 161 155 Lincoln 11 14 15 Mercury 23 15 12 Ford TOTAL 216 190 182 Forest River (MHTRV) 2 1 6 Four Winds (MH) 1 0 0 Freightliner (HT) 1 0 0 Buick-- - 7 3 7 Cadillac 9 17 9 Chevrolet 184 156 105 GMC 29 26 _ _29 Hummer 0 0 1 Oldsmobile 22 11 2 Pontiac 29 26 13 General Motors TOTAL 280 239 166 Georgie Boy (MH) 1 0 2 Gulf Stream (MH/TRV) 4 0 Harley-Davidson (MC) 1 1 0 Acura 5 (Including ATV) Honda 11 25 25 Honda TOTAL 12 30 30 18 Texas Lemon Law Program Annual Report 2003
CHART E COMPLAINTS FILED - BY MANUFACTURER AND MAKE MANUFACTURER MAKE CY01 CY02 CY03
Hyundai 12 23 13 Indian (MC) 1 2 1 International (HT) 0 2 0 Isuzu 11 12 6 Jaguar 3 7 15 Jayco (MH/TRV) 0 5 1 Kawasaki (MC) 3 2 4 Keystone (TRV) 2 1 2 Kia 32 30 21 KTM (MC) 1 1 K-Z Inc. (TRV) 1 1 1 Land Rover 6 5 5 Leisure (MH) 0 1 0 Mack (HT) 0 1 0 Mazda 12 22 15 Mercedes-Benz 13 11 26 Mitsubishi 27 24 19 Holiday Rambler 3 5 Monaco 6 6 2 Monaco Coach (MH/TRV) 9 11 3 National RV (MH) 2 3 3 Newnar (MH) 3 2 2 Infiniti 0 1 3 Nissan 10 27 22 Nissan TOTAL 10 28 25 Nu Wa (TRV) 0 1 0 Kenworth 2 1 0 Peterbilt 3 2 Paccar TOTAL (HT) 5 3 Pleasureway (MH) 0 1 0 Polaris (ATV/MC) 3 5 2 Quality Manufacturing 0 1 0 Qvale 0 0 R-Vision Inc. (MH/TRV) 2 2 1 Saab 1 1 2 Saturn 4 9 14 Shasta (TRV) 1 0 0 Subaru 2 3 2 Suzuki (Including ATV/MC) 4 9 3 Aero Coach (TRV) 2 3 Dutchmen (TRV) 2 2 0 Thor (MH/TRV) 2 2 4 Thor TOTAL 6 5 7 Tiffin Motor Homes (MH) 0 1 2 Lexus 0 4 7 Toyota 16 20 18 Toyota TOTAL 16 24 25 Transnational (MC) I Triumph (MC) 0 2 0 Audi I . 4 Volkswagen _28 36 38 Volkswagen TOTAL 29 37 42 Volvo 8 5 2 Western RV (MH) I Western Star (HT) 2 1 0 Winnebago (MH) 6 6 3 Yamaha (MC) 3 1 1 TOTAL COMPLAINTS FILED 943 951 867 Note: Thor is the parent company of Dutchmen. In 2003 Aero Coach and Dutchmen merged with Dutchmen being the surviving entity. Aero Coach models prior to 2003 will be listed as Aero Coach not Dutchmen. 19 Texas Lemon Law Program Annual Report 2003
Chart F shows how many car and truck complaints were filed by model and it includes a complaint filed index (CH). The market share in Chart F is calculated based on the last three years of Texas sales. The CFI was obtained by dividing the model's share of the complaints filed by its market share. Charts F1, F2 and F3 contain the same information for motor homes, TRVs and motorcycles/all terrain vehicles.
CHART F (CARS & TRUCKS) COMPLAINT FILED INDEX BY MAKE AND MODEL
MAKE MODEL COMPLAINTS COMPLAINT AVG. TX MARKET CFI FILED SHARE SALES SHARE Acura CL 1 0.12% 946 0.0745% 1.55 MDX 2 0.23% 2,910 0.2291% 1.01 RSX 2 0.23% 1,474 0.1160% 1.99 TL 2 0.23% 3,790 0.2983% 0.77 Audi A4 3 0.35% 1,454 0.1145% 3.02 A6 1 0.12% 677 0.0533% 2.16 BMW 300 Class 6 0.69% 6,217 0.4894% 1.41 500 Class 1 0.12% 2,324 0.1830% 0.63 700 Class 5 0.58% 1,146 0.0902% 6.39 M3 2 0.23% 534 0.0421% 5.48 Z3 1 0.12% 519 0.0408% 2.82 Z8 1 0.12% 37 0.0029% 39.24 Buick Century 1 0.12% 7,096 0.5586% 0.21 LeSabre 5 0.58% 7,756 0.6106% 0.94 Park Avenue 1 0.12% 1,694 0.1334% 0.86 Cadillac Catera 2 0.23% 327 0.0257% 8.97 CTS 2 0.23% 3,005 0.2365% 0.98 Deville 3 0.35% 6,737 0.5303% 0.65 Escalade 1 0.12% 4,153 0.3270% 0.35 Seville 1 0.12% 1,191 0.0938% 1.23 Chevrolet Astro Van 3 0.35% 2,529 0.1991% 1.74 Avalanche 4 0.46% 8,867 0.6980% 0.66 Blazer 2 0.23% 5,956 0.4689% 0.49 C/K 2500 10 1.15% 5,293 C/K 3500 1 0.12% 0.4167% 2.77 C/K 6500 (MT) 1 0.12% Camnaro 1 0.12% 3,285 0.2586% 0.45 Cavalier 3 0.35% 15,757 1.2405% 0.28 Corvette 3 0.35% 2,844 0.2239% 1.55 Express G10 1 0.12% 6,416 Express G20 1 0.12% 0.5051% 0.91 Express G30 2 0.23% Impala 3 0.35% 14,581 1.1479% 0.30 Lumina 1 0.12% 380 0.0299% 3.86 Malibu 4 0.46% 11,351 0.8936% 0.52 S10 Pickup 5 0.58% 7,773 0.6120% 0.94 Silverado 22 2.54% 86,204 6.7864% 0.37 Suburban 9 1.04% 28,294 2.2274% 0.47 Tahoe 9 1.04% 33,547 2.6410% 0.39 Tracker 2 0.23% 2,875 0.2264% 1.02 Trailblazer 14 1.61% 15,537 1.2231% 1.32 Venture 4 0.46% 3,641 0.2866% 1.61 Chrysler 300M _ 4 0.46% 1,634 0.1286% 3.59 Concorde 1 0.12% 1,695 0.1334% 0.86 Prowler 2 0.23% 75 0.0059% 38.90 PT Cruiser _5 0.58% 9,238 0.7273% 0.79 Sebring 6 0.69% 5,646 0.4445% 1 56 12 1.38%6,528 0.5139% 2.69 Town & Country Van 2 Voyager Van 1 0.12% 2,418 0.1904% 0.61 20 Texas Lemon Law Program Annual Report 2003
CHART F (CARS & TRUCKS) COMPLAINT FILED INDEX BY MAKE AND MODEL
MAKE MODEL COMPLAINTS COMPLAINT AVG. TX MARKET CFI FILED SHARE SALES SHARE Daewoo Lanos 1 0.12% 724 0.0570% 2.02 Leganza 1 0.12% 563 0.0443% 2.60 Nubira 3 0.35% 667 0.0525% 6.59 Dodge Caravan Van 10 1.15% 12,455 0.9805% 1.18 Dakota Pickup 14 1.61% 7,073 0.5568% 2.90 Durango 5 0.58% 8,959 0.7053% 0.82 Neon 7 0.81% 8,088 0.6367% 1.27 Ram 1500 Pickup 43 4.96% 61,475 Ram 2500 Pickup 7 0.81% 4.8396% 1.43 Ram 3500 Pickup 10 1.15% Ram Van B150 3 0.35% 2,167 0.1706% 2.03 Stratus 6 0.69% 6,584 0.5184% 1.34 Viper 2 0.23% 138 0.0108% 21.28 Ford Econoline E250 Van 1 0.12% 8,207 0.6461% 0.36 Econoline E350 Van 1 0.12% Escape 6 0.69% 10,667 0.8398% 0.82 Escort 2 0.23% 4,684 0.3687% 0.63 Excursion 4 0.46% 3,806 0.2996% 1.54 Expedition 18 2.08% 27,916 2.1977% 0.94 Explorer 31 3.58% 36,555 2.8778% 1.24 F150 Pickup 21 2.42% 129,405 F250 Pickup 16 1.85% F350 Pickup 15 1.73% 10.1874% 0.61 F450 Pickup (MT) 1 0.12% F550 Pickup (MT) 1 0.12% Focus 11 1.27% 18,720 1.4737% 0.86 Mustang 8 0.92% 18,128 1.4271% 0.65 Ranger 4 0.46% 20,837 1.6404% 0.28 Taurus 9 1.04% 20,322 1.5999% 0.65 Thunderbird 2 0.23% 1,388 0.1093% 2.11 Windstar Van 4 0.46% 6,918 0.5446% 0.85 GMC Envoy 3 0.35% 5,729 0.4510% 0.77 Savana G1500 3 0.35% 735 0.0578%__ 5.98 Sierra 1500 Pickup 10 1.15% 18,674 Sierra 2500 Pickup 2 0.23% 1.4701% 1.02 Sierra 3500 Pickup 1 0.12% Sonoma 1 0.12% 2,139 0.1684% 0.68 Suburban 1 0.12% 0 Unknown Unknown Yukon 8 0.92% 14,850 1.1690% 0.79 Honda Accord 6 0.69% 29,671 2.3359% 0.30 Civic 6 0.69% 21,095 1.6607% 0.42 Odyssey Van 5 0.58% 8,967 0.7059% 0.82 Pilot 1 0.12% 5,000 0.3936% 0.29 S2000 1 0.12% 696 0.0548% 2.11 Hummer H2 1 0.12% 2,366 0.1863% 0.62 Hyundai Accent 1 0.12% 3,826 0.3012% 0.38 Elantra 1 0.12% 6,082 0.4788% 0.24 Sante Fe 2 0.23% 4,554 0.3585% 0.64 Sonata 5 0.58% 3,877 0.3052% 1.89 Tiburon 3 0.35% 1,605 0.1264% 2.74 XG300 1 0.12% 639 0.0503% 2.29 Infiniti G35 1 0.12% 4,128 0.3249% 0.35 135 1 0.12% 1,317 0.1037% 1.11 Q45 1 0.12% 331 0.0261% 4.43 21 Texas Lemon Law Program Annual Report 2003
CHART F (CARS & TRUCKS) COMPLAINT FILED INDEX BY MAKE AND MODEL MAKE MODEL COMPLAINTS COMPLAINT AVG. TX MARKET CFI FILED SHARE SALES SHARE Isuzu Axiom 1 0.12% 754 0.0594% 1.94 Trooper 1 0.12% 1,017 0.0801% 1.44 Vehicross 1 0.12% 55 0.0043% 26.64 Jaguar S-Type 3 0.35% 1,067 0.0840% 4.12 X-Type 9 1.04% 1,000 0.0787% 13.19 XJ Series 2 0.23% 423 0.0333% 6.93 XK Series 1 0.12% 224 0.0177% 6.53 Jeep Cherokee 2 0.23% 1,962 0.1545% 1.49 Grand Cherokee 11 1.27% 13,132 1.0338% 1.23 Liberty 3 0.35% 8,882 0.6993% 0.49 Wrangler 2 0.23% 5,477 0.4312% 0.54 Kia Optima 8 0.92% 1,892 0.1490% 6.19 Rio 2 0.23% 3,778 0.2974% 0.78 Sedona 4 0.46% 1,771 0.1394% 3.31 Sephia 1 0.12% 2,086 0.1642% 0.70
Sorento _1 0.12% 1,626 0.1280% 0.90 Sportage 5 0.58% 2,465 0.1941% 2.97
Land Rover Discovery 3 _0.35% 1,397 0.1100% 3.15 Freelander 1 0.12% 561 0.0442% 2.61 Range Rover 1 0.12% 508 0.0400% 2.88 Lexus ES Series 2 0.23% 4,845 0.3814% 0.60 GX470 1 0.12% 1,217 0.1394% 0.83
LX470 -1 0.12% 939 0.0739% 1.56 RX300 2 0.23% 4,781 0.3764% 0.61 SC Series 1 0.12% 1,144 0.0901% 1.28
Lincoln Aviator --- 3 _ 0.35% 1,391 0.1095% 3.16 Blackwood 1 0.12% 150 0.0118% 9.77 Navigator 5 0.58% 4,394 0.3459% 1.67 Town Car 6 0.69% 5,083 0.4002% 1.73 Mazda 6 4 0.46% 2,257 0.1777% 2.60 626 5 0.58% 3,054 0.2405% 2.40 Miata 5 0.58% 1,158 0.0912% 6.33 Prot6g6 1 0.12% 6,890 0.5424% 0.21 Tribute 4 0.46% 4,709 0.3707% 1.24 Mercedes-Benz C Class 8 0.92% 3,552 0.2796% 3.30 CL/CLK Class 3 0.35% 1,324 0.1043% 3.32 E Class 4 0.46% 2,708 0.2132% 2.16
-1 0.12%67 0.0053%21.87 G500 - I ML320 4 0.46% 1,925 0.1515% 3.81 ML430 1 0.12% S Class 4 0.46% 1,405 0.1106% 4.17 SL/SLK Class 1 0.12% 1,177 0.0926% 1.25 Mercury Cougar 4 0.46% 1,875 0.1476% 3.12 Grand Marquis 4 0.46% 8,309 0.6541% 0.71 Sable 3 0.35% 4,252 0.3347% 1.03 Villager Van 1 0.12% 799 0.0629% 1.83 Mini Cooper 3 0.35% 1,317 0.1037% 3.34 Mitsubishi Diamante 1 0.12% 1,222 0.0962% 1.20 Eclipse 6 0.69% 5,587 0.4399% 1.57 Galant 4 0.46% 8,429 0.6636% 0.70 Lancer 3 0.35% 3,543 0.2789% 1.24 Montero 3 0.35% 1,669 0.1314% 2.63 Montero Sport 2 0.23% 6,778 0.5336% 0.43
22 Texas Lemon Law Program Annual Report 2003
CHART F (CARS & TRUCKS) COMPLAINT FILED INDEX BY M AKE AND MOD EL MAKE MODEL COMPLAINTS COMPLAINT AVG. TX MARKET CFI FILED SHARE SALES SHARE Nissan 350Z 3 0.35% 3,523 0.2773% 1.25 Altima _5 0.58% 13,560 1.0675% 0.54 Frontier 5 0.58% 8,878 0.6989% 0.83 Maxima 2 0.23% 6,636 0.5224% 0.44 Pathfinder 1 0.12% 3,459 0.2723% 0.42 Sentra 3 0.35% 7,550 0.5943% 0.58 Xterra 3 0.35% 9,390 0.7392% 0.47 Oldsmobile Alero 1 0.12% 4,798 0.3777% 0.31 Bravada 1 0.12% 437 0.0344% 3.36 Peterbilt (HT) 379 1 0.11% Unknown Unknown Pontiac Firebird 3 0.35% 2,362 0.1859% 1.86 Grand Am 5 0.58% 12,302 0.9685% 0.60 Grand Prix 2 0.23% 6,006 0.4728% 0.49 Montana 2 0.23% 1,412 0.1111% 2.08 Sunfire 1 0.12% 4,177 0.3288% 0.35 Qvale Mangosta 1 0.12% Unknown Unknown Unknown Saab 9-3 1 0.12% 841 0.0662% 1.74 9-5 1 0.12% 531 0.0418% 2.76 Saturn Ion 1 0.12% 3,051 0.2402% 0.48 L 6 0.69% 4,221 0.3323% 2.08 LW 1 0.12% 343 0.0270% 4.27 SC 2 0.23% 1,399 __ 0.1102% 2.09 SL 2 0.23% 4,258 0.3352% 0.69 VUE 2 0.23% 2,694 0.2121% 1.09 Subaru Forester 1 0.12% 1,109 0.0873% 1.32 Outback 1 0.12% Unknown Unknown Unknown Suzuki Vitara 2 0.23% 1,137 0.0895% 2.58 Toyota 4Runner 3 0.35% 7,074 0.5569% 0.62 Camry 4 0.46% 25,957 2.0435% 0.23 Celica 2 0.23% 1,537 0.1210% 1.91 Corolla 1 0.12% 16,537 1.3018% 0.09 Echo 1 0.12% 1,854 0.1460% 0.79 Matrix 1 0.12% Unknown Unknown Unknown Rav4 1 0.12% 3,818 0.3006% 0.38 Sequoia 1 0.12% 7,290 0.5739% 0.20 Sienna 1 0.12% 4,359 0.3432% 0.34 Solara 1 0.12% Unknown Unknown Unknown Tundra Pickup 2 0.23% 10,448 0.8225% 0.28 Volkswagen Eurovan 1 0.12% 170 0.0134% 8.60 Golf 1 0.12% 797 0.0627% 1.84 GTI 2 0.23% 686 0.0540% 4.27 Jetta 15 1.73% 7,917 0.6232% 2.78 New Beetle 14 1.61% 4,973 0.3915% 4.12 Passat 5 0.58% 4,554 0.3585% 1.61 Volvo S60 1 0.12% 1,957 0.1540% 0.75 V70 1 0.12% 871 0.0686% 1.68 TOTAL COMPLAINTS FILED 791 91% H-igHligHLed models refect combined sales wnicn results in one Market Share and one Fl tor those particular series.
23 Texas Lemon Law Program Annual Report 2003
Consumers can determine if a model has received more or less than its "expected share" of complaints by using the following criteria: 0 A model's share of the complaints filed equals its market share, the CFI will be 1.0 0 A model has more than its expected share of complaints, the CFI be greater than 1.0 E A model has less than its expected share of complaints, the CFI is less than 1.0
Based on the chart for cars and trucks, there are 19 models with a CFI range below 0.5 and 24 models in the range between 0.51 and 1.0. Models included in these lists are only those with a market share greater than .5% or average sales over 6,351. Those models from lowest to highest CFI are:
CFI RESULTS (Cars & Trucks)
CFI RANGE BELOW 0.5 CFI RANGE BETWEEN .51-1.0 MAKE MODEL CFI MAKE MODEL CFI Toyota Corolla 0.09 Chevrolet Malibu 0.52 Toyota Sequoia 0.20 Mercury Grand Marquis 0.53 Buick Century 0.21 Nissan Altima 0.54 Mazda Prot6gd 0.21 Nissan Sentra 0.58 Toyota Camry 0.23 Pontiac Grand Am 0.60 Chevrolet Cavalier 0.28 Ford F Series Pickup 0.61 Toyota Tundra Pickup 0.28 Toyota 4Runner 0.62 Ford Ranger 0.28 Ford Mustang 0.65 Honda Accord 0.30 Ford Taurus 0.65 Chevrolet Impala 0.30 Cadillac Deville 0.65 Ford Econoline E Series Van 0.36 Chevrolet Avalanche 0.66 Chevrolet Silverado 0.37 Mitsubishi Galant 0.70 Chevrolet Tahoe 0.39 GMC Yukon 0.79 Honda Civic 0.42 Chrysler PT Cruiser 0.79 Mitsubishi Montero Sport 0.43 Honda Odyssey Van 0.82 Nissan Maxima 0.44 Dodge Durango 0.82 Chevrolet Suburban 0.47 Ford Escape 0.82 Nissan Xterra 0.47 Nissan Frontier 0.83 Jeep Liberty 0.49 Ford Windstar Van 0.85 Ford Focus 0.86 Chevrolet Express G Series 0.91 Chevrolet S10 Pickup 0.94 Buick LeSabre 0.94 Ford Expedition 0.94
CFI RANGE OVER 1 MAKE MODEL CFI There are 11 car and truck models with a market share GMC Sierra Series Pickup 1.02 greater than .5% having a CFI greater than 1.0. Those Dodge Caravan Van 1.18 models from lowest to highest CFI are: Jeep Grand Cherokee 1.23 Ford Explorer 1.24 Dodge Neon 1.27 Chevrolet Trailblazer 1.32 Dodge Stratus 1.34 Dodge Ram Series Pickup 1.43 Chrysler Town & Country Van 2.69 Volkswagen Jetta 2.78 Dodge Dakota Pickup 2.90
24 Texas Lemon Law Program Annual Report 2003
CHART F1 (MOTOR HOMES) COMPLAINT FILED INDEX BY MAKE AND MODEL MAKE MODEL COMPLAINTS COMPLAINT AVG. TX MARKET CFI FILED SHARE SALES SHARE Coachmen Shasta 1 0.12% 7 0.2280% 0.51 Damon Challenger 1 0.12% 13 0.4332% 0.27 Ultrasport 1 0.12% 12 0.3990% 0.29 Fleetwood Discovery 1 0.12% 100 3.4200% 0.03 Excursion 1 0.12% 10 0.3420% 0.34 Pace Arrow 2 0.23% 53 1.8126% 0.13 Fleetwood American American Eagle 2 0.23% 27 0.9120% 0.25 Forest River Georgetown 1 0.12% 16 0.5358% 0.22 Reflection 3 0.35% 4 0.1368% 2.53 Windsong 1 0.12% 6 0.2052% 0.56 Georgie Boy Landau 2 0.23% 14 0.4902% 0.47 Gulfstream Friendship 1 0.12% Unknown Unknown Unknown Holiday Rambler Neptune 1 0.12% 5 0.1710% 0.67 Monaco Coach Monarch 1 0.12% 27 0.9234% 0.12 Safari 1 0.12% 26 0.8892% 0.13 National RV Marlin 1 0.12% 4 Unknown Unknown Newmar Dutch Star 1 0.12% 87 2.9868% 0.04 Kountry Star 1 0.12% 37 1.2540% 0.09 R-Vision Trail Lite 1 0.12% 44 1.5048% 0.08 Thor Travel Eze 1 0.12% Unknown Unknown Unknown Tiffin Allegro 1 0.12% 58 1.9950% 0.06 Zephyr 1 0.12% 2 0.0684% 1.69 Western RV Alpine Coach 1 0.12% 14 0.4902% 0.24 Winnebago Chieftain 1 0.12% Unknown Unknown Unknown Itasca 1 0.12% 144 4.9248% 0.02 Sightseer 1 0.12% Unknown Unknown Unknown TOTAL COMPLAINTS FILED 31 4%
25 Texas Lemon Law Program Annual Report 2003
CHART F 2 (TRVs) COMPLAINT FILED INDEX BY MAKE AND MODEL MAKE MODEL COMPLAINTS COMPLAINT AVG. TX MARKET CFI FILED SHARE SALES SHARE Aero Coach (Dutchmen) Aerolite 3 0.35% 141 0.8276% 0.42 Airstream Bambi 1 0.12% 7 0.0430% 2.68 Alfa Leisure Ideal 1 0.12% 29 0.1702% 0.68 Custom Campers Hitchhiker 1 0.12% 128 0.7493% 0.15 Fleetwood Avion 1 0.12% 8 0.0489% 2.36 Mallard 1 0.12% 284 1.6650% 0.07 Terry 2 0.23% 700 4.1067% 0.06 Wilderness 2 0.23% 640 3.7546% 0.06 Forest River Sandpiper 1 0.12% 52 0.3033% 0.38 Jayco Talon 1 0.12% 16 0.0920% 1.25 Keystone Everest - 1 0.12% 50 0.2954% 0.39 Hornet 1 0.12% 218 1.2815% 0.09 K-Z Inc. New Vision Ultra 1 0.12% 12 0.0724% 1.59 National RV Palisades 1 0.12% 12 0.0724% 1.59 Ragen 1 0.12% 24 0.1428% 0.81 Thor Chateau 1 0.12% 31 0.1820% 0.63 Mirage 1 0.12% 57 0.3346% 0.34
_Tahoe 1 0.12% 357 2.0974% 0.05 TOTAL COMPLAINTS FILED 22 2% *Dutchmen and Aero Coach merged in 2003 with Dutchmen being the surviving entity.
CHART F3 (Motorcycles, All Terrain Vehicles & Neighborhood Vehicles) COMPLAINT FILED INDEX BY MAKE AND MODEL MAKE MODEL COMPLAINTS COMPLAINT FILED SHARE American Ironhorse Slammer (MC) 2 0.23% Tejas (MC) 2 0.23% BMW R1150RA (MC) 1 0.12% Bombardier Quest (ATV) 1 0.12% Rally 200 (ATV) 1 0.12% Honda GL1800A (MC) 1 0.12% TRX450FM (MC) 1 0.12% VTX (MC) 2 0.23% Indian Chief (MC) 1 0.12% Kawasaki Ninja (MC) 1 0.12% Nomad (MC) 1 0.12% Voyager 2 0.23% KTM Husaberg (MC) 1 0.12% Motoguzzi Sport Scura (MC) 1 0.12% Polaris Ranger (ATV) 1 0.12% Sportman (ATV) 1 0.12% Suzuki TL1000RK2 (MC) 1 0.12% Transnational Nusun Roadrunner (MC) 1 0.12% Yamaha Grizzly (MC) 1 0.12% TOTAL COMPLAINTS FILED 23 3%
26 Texas Lemon Law Program Annual Report 2003
Chart G shows how many defects by component system or category consumers reported on filing their complaints. Consumers reported 1,432 defects or 1.65 defects per vehicle with the engine (performance/ emissions) category being the most common (17.25%). By comparison, in CY02 consumers reported 1,581 defects, which was 1.66 defects per vehicle. The engine (performance/emissions) category was also the most common.
CHART G DEFECTS REPORTED CATEGORY NUMBER PERCENT OF TOTAL REPORTED Engine (mechanical) 183 12.77% Engine (performance/emissions) 247 17.25% Air conditioning and heating 86 6.00% Automatic transmission 122 8.51% Standard transmission 29 2.02% Driveline (axles and driveshaft) / vibrations 53 3.70% Brakes 120 8.37% Electrical 167 11.65% Suspension and steering 144 10.05% Body and trim 156 10.89% Paint 12 0.84% Water leaks 55 3.84% Safety devices, seat belts, airbags 28 1.95% Other 30 2.09% TOTAL DEFECTS REPORTED 1432 100%
27 Texas Lemon Law Program Annual Report 2003
Chart H shows the predominate defect claimed by consumers on filing their complaints for vehicles with a market share of one percent or greater. The engine (performance/emissions) category was a predominate defect on 13 of the 30 models listed. The engine (mechanical) category was a predominate defect on 11 of the 30 models listed.
The model's predominate defect percentage was obtained by dividing the total number of predominate defects reported for that model by the total number of complaints filed.
Example: Chevrolet Impala had a total of 5 defects reported on 3 complaints that were filed. There were 3 defects each reported in the engine (performance/emissions)category, one defect reported in the body and trim category, and one defect reported in the electrical category. The defect percentagefor the predominate defect is found by dividing the number of defects reported (3) by the number of complaints received (3), which equals 1 or 100%.
28 Texas Lemon Law Program Annual Report 2003
CHART H PREDOMINATE DEFECTS REPORTED (MARKET SHARE GREATER THAN 1%) BY MAKE AND MODEL MAKE MODEL COMPLAINTS DEFECT DEFECT % FILED FOR MODEL Chevrolet Cavalier 3 Engine (performance/emissions) 67% Impala 3 Engine (performance/emissions) 100% Silverado 22 Engine (mechanical) 41% Suburban 9 Suspension and steering 44% Tahoe 9 Engine (mechanical) 33% Trailblazer 14 Electrical 43% Dodge Ram 1500 43 Engine (mechanical) 35% Ram 2500 7 Engine (performance/emissions) 29% Ram 3500 10 Automatic transmission 40% Ford Expedition 18 Engine (performance/emissions) 33% Explorer 31 Engine (performance/emissions) 32% F150 Pickup 21 Suspension and steering 24% F250 Pickup 16 Engine (performance/emissions) 69% F350 Pickup 15 Engine (mechanical) 53% F450 Pickup 1 Automatic transmission 100% F550 Pickup 1 Engine (mechanical) 100% Air conditioning and heating 100% Standard transmission 100% Focus 11 Engine (performance/emissions) 64% Mustang 8 Engine (mechanical) 38% Engine (performance/emissions) 38% Suspension and steering 38% Ranger 4 Engine (performance/emissions) 50% Automatic transmission 50% Taurus 9 Engine (mechanical) 22% Engine (performance/emissions) 22% Automatic transmission 22% Electrical 22% Water leaks 22% GMC Sierra 1500 10 Engine (mechanical) 40% Sierra 2500 2 Engine (performance/emissions) 50% Air conditioning and heating 50% Automatic transmission 50% Sierra 3500 1 Engine (mechanical) 100% Yukon 8 Engine (performance/emissions) 38% Brakes 38% Honda Accord 6 Electrical 33% Suspension and steering 33% Civic 6 Suspension and steering 50% Jeep Grand Cherokee 11 Automatic transmission 45% Nissan Altima 5 Engine (mechanical) 40% Toyota Camry 4 Engine (performance/emissions) 50% Corolla 1 Engine (mechanical) 100% Air conditioning and heating 100% Paint 100%
29 Texas Lemon Law Program Annual Report 2003
COMPLAINTS CLOSED
Chart I shows 278 complaints were resolved before a hearing was scheduled. The following methods of resolution and the numbers resolved are:
E Lack of jurisdiction, no warranty defect, etc., 53 which is 19.1% of the total resolved
0 Not pursued (some may have settled with the initiation of communication by the Motor Vehicle Division between the consumer and the manufacturer), 54 which is 19.4% of the total resolved
0 Consumer received relief, 171 which is 61.5% of the total resolved
CHART I COMPLAINT RESOLUTION BEFORE HEARING SET
237 250
198
200
171
OCY01 150 13 CY02
O nCY03
100
66 63 52 53 53 54
50
No Jurisdiction Not Pursued Obtained Relief
30 Texas Lemon Law Program Annual Report 2003
Chart J shows the number of cases settled in CY03. Before a decision was issued, 573 complaints settled at various stages of the process.
M 171 (29.9%) settled prior to scheduling of a hearing
* 270 (47.1%) settled after a hearing was set but before the hearing was held
M 132 (23%) settled after a hearing convened
Of those that settled:
M 116 (20.2%) were repurchased
* 108 (18.8%) were replaced
* 10 (1.7%) were given trade assistance
CHART J SETTLEMENTS PRIOR TO AfTER HEARING AFTER HEARING SCHEDULED BUT BEFORE HEARING SCHEDULED HEARING CONVENED CONVENED
Repurchased 46 _ 52 18
Replaced 30 65 13
Trade-assists 2 4 ___4 4
Repaired 52 74 22
Extended Service Contract 21 33 41 Others 20 42 34
TOTAL 171 270 132
31 Texas Lemon Law Program Annual Report 2003
Chart K compares the number of complaints closed for each manufacturer by repurchase, replacement, or trade-assistance prior to the hearing being convened to the total number of complaints closed for the manufacturer. A comparison of the prehearing settlement rates indicates which manufacturers are more or less likely to settle early in the process.
CHART K REPURCHASE/REPLACEMENT/TRADE ASSIST SETTLEMENTS BEFORE HEARING CONVENED - BY MANUFACTURER PREHEARING TRADE PREHEARING COMPLAINTS MANUFACTURER REPURCHASE REPLACEMENT ASSIST SETTLEMENT CLOSED SETTLEMENT A TOTAL CLOS%
AmericanIronhorse 1 1 _ 0 2 5 40.00% Big Dog 1 0 0 1 2 50.00% BMW 1 4 1 6 18 33.33% DaimlerChrysler __ 19 26 1 46 146 31.51%__ Ford ______10 13 1 24 182 13.19% Forest River 0 0 1 1 3 33.33% General Motors_ 17 13 0 30 202 14.85% Honda 0 10 0 10 38 26.32% Hyundai 2 6 0 8 18 44.44% Isuzu 1 0 0 1 11 9.09% Jaguar 7 0 0 _ 7 11 63.64% Jayco 1 1 0 ___ 2 3 66.67% Kawasaki 1 0 0 1 5 20.00% Kia 2 _ 2 0 _ 4 28 14.29% K-Z 0 1 0 1 1 100.00% LandRover 0 1 0 1 _ 8 12.50% Lexus 0 1 0 1 1 100.00% Mazda 3 0 0 __ 3 17 17.65% Mercedes-Benz 1 2 0 3 23 __ 13.04% Mitsubishi _ 0 5 _0 5 24 20.83% Monaco 0 2 0 2 8 25.00% Nissan 3 0 0 3 21 14.29% Polaris 2 0 0 2 3 66.67%__ Qvale 1 0 0 1 1 100.00% Saab 1 1 0 2 2 100.00% Saturn 6 1 0 7 10 70.00% Toyota 3 2 1 6 29 20.69% Volkswagen 15 3 1 19 39 48.72% TOTAL 98 95 6 199 859
32 Texas Lemon Law Program Annual Report 2003
Chart L shows the orders that were issued in 676 cases scheduled for hearing. Some form of relief was granted in 68.8% of the cases. The following methods of resolution after the hearing was set and numbers resolved are:
* Ordered repaired, repurchased or replaced, 63 or 9.3% of the total resolved
* Settlement order, 402 or 59.5% of the total resolved
N Ordered dismissed (abandoned or not proven), 211 or 31.2% of the total resolved
CHART L COMPLAINT RESOLUTION AFTER HEARING SET
450
402 400
3487I 350
300
251 250 o CYO1 13 CY02 189 200 N CY03
150
100
39 46 50 337
- I - I Repurchase/Replacement Orders Repair Ordc, Settlement Orders Dismissal Orders
33 Texas Lemon Law Program Annual Report 2003
Charts M1 and M 2 reveal:
0 The number of complaints closed increased .5% from CY01 but decreased 2.6% from CYO2
0 The number of hearings scheduled increased 13% from CY01 and 1.8% from CY02
0 The number of final orders issued increased 8.9% from CY01 but decreased 9% from CYO2
0 The number of vehicles ordered repurchased or replaced increased 17.9% from CY01 and 43.8 % from CY02
CHART M, COMPLAINTS CLOSED COMPARISON
8 978 948 -I
800 -f
664_ 676 700 -1
600- 0 CYO1
500-P< O CY02 9 CY03
400-
300-
189 172) 200- 158
100-r 46 39 3
0- A I Complaints Closed hearings Scheduled Final Orders LSSUed Vehicles Ordered RepUrchased
34 Texas Lemon Law Program Annual Report 2003
CHART M2 COMPLAINTS CLOSED - BY MANUFACTURER AND MAKE
MANUFACTURER MAKE COMPLAINTS HEARINGS FINAL REPURCHASE CLOSED SCHEDULED ORDERS R DERS I I I ORDERS Airstream I 1 0 0 Alfa Leisure 1 1 0 0 American Ironhorse 5 3 0 0 Aprilia 1 1 1 1 Big Dog 2 2 1 1 BMW 15 11 1 0 MINI 3 1 0 0 BMW TOTAL 18 12 1 0 Bombardier 4 0 0 0 Buell 1 I 1 0 Coachmen 1 1 0 0 Chrysler 33 18 2 0 Dodge 95 50 5 0 Jeep 16 7 0 0 Plymouth 2 2 0 0 DaimlerChrysler TOTAL 146 77 7 0 Daewoo 15 12 5 2 Damon I 1 0 0 Fleetwood 18 16 3 0 Ford 158 122 53 6 Lincoln 12 10 4 0 Mercury 12 4 2 0 Ford TOTAL 182 136 59 6 Forest River 3 1 0 0 Buick 8 8 1 0 Cadillac 12 11 5 0 Chevrolet 129 97 18 11 GMC 34 27 4 3 Oldsmobile 5 3 3 Pontiac 14 12 3 1 General Motors TOTAL 202 158 34 16 Gulf Stream 1 0 0 0 Harley-Davidson I 1 0 0 Acura 7 6 2 0 Honda 31 24 7 2 Honda TOTAL 38 30 9 2 Hyundai 18 14 3 1 Indian 3 2 0 0 International 2 1 0 0 Isuzu 11 10 1 1 Jaguar 11 4 2 0 Jayco 3 2 0 0
35 Texas Lemon Law Program Annual Report 2003
CHART M2 COMPLAINTS CLOSED - BY MANUFACTURER AND MAKE REPURCHASE COMPLAINTS HEARINGS FINAL REPLACEMEN MANUFACTURER MAKE CLOSED SCHEDULED ORDERS REPLACEMENT I I I I ORDERS Kawasaki 5 4 2 0 Keystone 2 2 0 0 Kia 28 20 2 0 K-Z Inc. I 1 0 0 Land Rover 8 8 2 1 Mack 1 0 0 0 Mazda 17 13 3 2 Mercedes-Benz 23 19 6 1 Mitsubishi 24 16 4 3 Holiday Rambler 3 2 0 0 Monaco 5 4 0 0 Monaco TOTAL 8 6 0 0 National RV 3 3 1 1 Newmar 1 1 0 0 Infiniti 2 1 1 Nissan 19 13 1 0 Nissan TOTAL 21 14 2 1 Nu-Wa I 1 0 0 Pleasure-Way 1 1 0 0 Polaris 3 3 0 0 Quality Manufacturing 1 1 0 0 Qvale 1 0 0 0 R-Vision 2 2 0 0 Saab 2 0 0 0 Saturn 10 6 2 0 Subaru 2 2 0 0 Suzuki 8 8 3 2 Aero Coach 3 2 0 0 Dutchmen 0 0 0 0 Thor 6 3 1 Thor TOTAL 9 5 1 1 Tiffin 3 2 1 0 Lexus 8 4 0 0 Toyota 22 17 8 0 Toyota TOTAL 30 21 8 0 Triumph I 1 1 Audi 2 1 0 0
Volkswagen _ 37 22 4 0 Volkswagen TOTAL 39 23 4 0 Western RV 1 0 0 0 Western Star 1 1 0 0 Winnebago 6 3 1 1 Yamaha 2 2 2 2 TOTAL CLOSED 953 676 172 46
36 Texas Lemon Law Program Annual Report 2003
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37 Texas Lemon Law Program Annual Report 2003
There were 46 vehicles ordered repurchased or replaced after a contested hearing when an Administrative Law Judge found the complaint met the statutory requirements for relief under the Lemon Law.
Included are: 0 15 passenger cars N 23 light trucks N 5 motorcycles 0 1 towable recreational vehicle 0 2 motor homes
Chart N describes the vehicles that were ordered repurchased or replaced by manufacturers listed alphabetically by make and model.
S The make's share of lemons (repurchase percentage) was obtained by dividing the number of that make's vehicles found to be lemons by the total number of vehicles found to be lemons by the Motor Vehicle Division (46).
Example: Chevrolethad eleven vehicles repurchased, which would be 11 divided by 46, which equals .24 or 24%.
0 The lemon index for each make was obtained by dividing the make's share of lemons by its market share in the state.
Example: Ford has a repurchase percentage of 13% which, when divided by their market share of 21.66%, gives them a lemon index of .60.
Use of the chart must be tempered by several considerations:
N The number of vehicles ordered repurchased or replaced is very small compared to the number of new vehicles registered in Texas in CY03. The importance of this is that one additional vehicle ordered repurchased or replaced may significantly change the lemon index for a particular model.
* The market percentage figures were obtained from The Polk Company and based on the last three years of sales. The market percentage is used as an indicator of market percentage for all year makes involved in repurchase or replacement orders.
* Conversion vehicles (shown as "Conv") are listed alphabetically first by the party ordered to repurchase the vehicle then by the other involved parties.
* Comparisons to results reported by other states should be used with caution due to major structural differences in the lemon laws of various states.
38 Texas Lemon Law Program Annual Report 2003
CHART N VEHICLES ORDERED REPURCHASED OR REPLACED - BY MAKE AND MODEL
YR MAKE MODEL PROBLEM AREA PRICE MARKET REPUR. LEMON
99 Aprilia (MC) Laverda Engine (mechanical), electrical $7,108.74 Unknown 2% Unknown 02 Big Dog (MC) Pit Bull Engine (mechanical) $23,819.63 Unknown 2% Unknown 02 Chevrolet Avalanche Air conditioning and heating $32,398.76 20.38% 24% 1.17 01 Chevrolet C/K 2500 Engine (mechanical) $32,499.58 20.38% 24% 1.17 01 Chevrolet Camaro Engine (mechanical) $25,723.32 20.38% 24% 1.17 01 Chevrolet Express G30 Engine (mechanical) $28,126.83 20.38% 24% 1.17 02 Chevrolet Supreme Express G30 (Conv.) Suspension & steering $21,568.22 20.38% 24% 1.17 01 Chevrolet Lumina Electrical, brakes $15,648.16 20.38% 24% 1.17 00 Chevrolet Malibu Air conditioning and heating $14,292.45 20.38% 24% 1.17 01 Chevrolet Silverado Engine (performance/emissions) $34,318.83 20.38% 24% 1.17 02 Chevrolet Silverado Engine (performance/emissions) $16,167.64 20.38% 24% 1.17 01 Chevrolet Suburban Engine (mechanical) $34,943.16 20.38% 24% 1.17 02 Chevrolet Trailblazer Safety devices, seat belts, airbags $25,194.29 20.38% 24% 1.17 Air conditioning and heating, electrical, 01 Daewoo Lanos Airpcndion and eating $12,390.14 0.09% 4% 4830.92% suspension and steering 00 Daewoo Nubira Brakes $12,599.39 0.09% 4% 48.31 03 Ford Expedition Electrical $35,411.11 23.51% 13% 0.55 01 Ford F150 Pickup Driveline (axles and driveshaft)/vibration $24,471.28 23.51% 13% 0.55 03 Ford F250 Pickup Engine (mechanical) $36,986.75 23.51% 13% 0.55 03 Ford F250 Pickup Engine (mechanical) $38,100.56 23.51% 13% 0.55 03 Ford F350 Pickup Engine (mechanical), engine (performance/emissions) $36,185.66 23.51% 13% 55.48% 02 Ford Ranger Brakes $18,904.03 23.51% 13% 0.55 02 GMC Envoy Engine (performance/emissions) $31,029.41 4.03% 7% 1.62 02 GMC Sierra 1500 Air conditioning and heating $21,686.93 4.03% 7% 1.62 02 GMC / Regency Sierra 3500 (Conv.) Automatic transmission $42,956.16 4.03% 7% 1.62 03 Honda Civic Engine (mechanical) $18,351.76 6.52% 4% 0.67 02 Honda CRV Suspension & steering $23,175.94 6.52% 4% 0.67
01 Hyundai Sonata Engine (mechanical), engine (performance/ $15,663.94 emissions) 1.89% 2% 115.02% 02 Infiniti Q45 Engine (performance/emissions) $47,981.00 0.79% 2% 2.75 02 Isuzu Axiom Other: sulfur odor $22,662.45 0.35% 2% 6.21 03 Land Rover Discovery Engine (performance/emissions) $39,757.86 0.26% 2% 8.36 02 Mazda 626 Body and trim $23,306.23 1.91% 4% 2.28 00 Mazda Millenia Electrical $22,429.25 1.91% 4% 2.28 01 Mercedes-Benz ML320 Engine (performance/emissions), electrical $41,866.23 1.02% 2% 2.13 01 Mitsubishi Eclipse Body and trim, water leaks $25,022.01 1.81% 7% 3.60 01 Mitsubishi Eclipse Safety devices, seat belts, airbags $23,218.83 1.81% 7% 3.60 01 Mitsubishi Galant Engine (performance/emissions) $21,143.37 1.81% 7% 3.60 01 National RV (MH) Marlin Water leaks $121,656.62 Unknown 2% Unknown 01 Oldsmobile Alero Brakes $15,803.63 0.48% 2% 4.53 00 Pontiac Grand Am Water leaks $18,647.64 2.17% 2% 1.00 01 Suzuki Esteem Engine (mechanical) $13,200.50 0.33% 4% Unknown 02 Suzuki Vitara Engine (mechanical) $23,161.45 0.33% 4% 13.18 01 Thor (TRV) Tahoe Water leaks $22,661.02 Unknown 2% Unknown 00 Triumph (MC) Sprint Body and trim $10,859.62 Unknown 2% Unknown 02 Winnebago (MH) Journey Electrical, water leaks $109,595.15 Unknown 2% Unknown 03 Yamaha (MC) Grizzly Engine (mechanical) $7,387.92 Unknown 4% Unknown 01 Yamaha (MC) XC125 Engine (performance/emissions) $3,155.70 Unknown 4% Unknown TOTAL VEHICLES REPURCHASED: 46 $1,293,239.15
39 Texas Lemon Law Program Annual Report 2003
Chart 0 is provided to allow the reader to put the lemon index in perspective, taking into consideration the market share of the different manufacturers in Texas. The percentages are obtained by dividing the overall sales for each manufacturer as furnished by The Polk Company by the total Texas sales. For the seventh year, more new trucks were registered in Texas than new cars.
Vehicles registered in Texas in 2003:
E Cars 486,639
M Trucks 783,606 (includes sport utility vehicles and minivans)
40 Texas Lemon Law Program Annual Report 2003
CHART 0 MARKET SHARE PERCENTAGE - BY MANUFACTURER AND MAKE APPROXIMATE MARKET SHARE MANUFACTURER MAKE CARS TRUCKS COMBINED BMW 1.849% 0.389% 1.149% Mini 0.355% 0.000% ____0.185% BMW Total 2.204% 0.389% 1.334% Jeep 0.000% 4.907% 2.353% DaimlerChrysler Total 0.355% 4.907% 2.538% Daewoo 0.169% 0.000% 0.088% Ford 9.776% 38.407% 23.506% Lincoln 1.215% 1.360% 1.285% Mercury 1.707% 0.529% 1.142% Ford Total 12.698% 40.296% 25.933% Freightliner 0.000% 0.075% 0.036% Buick 2.287% 0.571% 1.464% Cadillac 1.651% 1.020% 1.349% Chevrolet 31.217% 8.621% 20.381% GMC 0.000% 8.404% 4.030% Hummer 0.000% 0.541% 0.259% Oldsmobile 0.836% 0.086% 0.476% Pontiac 3.794% 0.411% 2.171% General Motors Total 39.785% 19.653% 30.131% Acura _ 1.071% 0.530% 0.8 12% Honda 7.843% 5.082% 6.519% Honda Total 8.915% 5.611% 7.331% Hyundai 2.726% 0.975% 1.886% Isuzu 0.000% 0.736% 0.353% Jaguar 0.443% 0.000% 0.235% Kenworth (HT) 0.000% 0.166% 0.110% Kia 2.126% 1.022% 1.596% Land Rover 0.000% 0.532% 0.255% Mazda 2.162% 1.639% 1.911% Mercedes-Benz 1.717% 0.265% 1.020% Mitsubishi 2.077% 1.521% 1.810% Infiniti 1.169% 0.374% 0.788% Nissan 5.138% 4.079% 4.630% Nissan Total 6.307% 4.453% 5.418% Porsche 0.171% 0.113% 0.143% Saab 1.571% 0.763% 1.183% Saturn 1.870% 0.676% 1.297% Subaru 0.298% 0.248% 0.274% Suzuki 0.261% 0.403% 0.329% Lexus 1.725% 1.800% 1.761% Toyota 8.689% 9.212% 8.940% Toyota Total 10.413% 11.012% 10.700% Audi 0.491% 0.000% _ 0.255% Volkswagen 2.682% 0.136%___ 1.461% Volkswagen Total 3.173% 0.136% 1.717% Volvo 0.777% 0.276% 0.536% All Others 0.130% 4.070% 2.019% 100% 100% 100%
41 Texas Lemon Law Program Annual Report 2003
Considering the number of complaints filed, the number of repurchase or replacement orders was relatively small in CY03. It is more beneficial to focus on the total number of complaints closed by the Motor Vehicle Division and compare how manufacturers responded to their respective share of complaints.
Chart P indicates at what rate and in what manner manufacturers settled complaints that were closed. It is noteworthy that certain manufacturers were particularly receptive to settling complaints rather than contesting them at a formal hearing. The following chart illustrates the settlement rates of different manufacturers listed by make of vehicle.
DaimlerChrysler Motors Corporation and General Motors Corporation tend to settle cases prior to the entry of a decision through the hearing process. Together, the two manufacturers voluntarily repurchased or replaced 91 vehicles in CY03. These were not counted in determining their lemon index in Chart N. In addition, Fleetwood Motor Homes of Indiana, Inc., Jaguar Cars and Kia Motors of America, Inc. improved their settlement rates significantly.
CHART P SETTLEMENT RATE - BY MAKE OF VEHICLE
NUMBER OF NUMBER SETTLEMENT REPURCHASED/ VEHICLE MAKE COMPLAINTS SETTLED % REPLACED CLOSED Acura 7 4 57% 4 Aero Coach 2 2 100% 1 Airstream 1 1 100% 0 Alfa Leisure 1 1 100% 0 American Ironhorse 5 4 80% 2 Aprilia 1 0 0% 0 Audi 2 2 100% 1 Big Dog 2 1 50% 1 BMW 15 11 73% 6 Bombardier 4 4 100% 0 Buell 1 0 0% 0 Buick 8 5 63% 0 Cadillac 12 6 50% 4 Chevrolet 129 82 64% 28 Chrysler 33 28 85% 16 Coachmen 1 1 100% 0 Daewoo 15 1 7% 0 Damon 1 1 100% 0 Dodge 95 66 69% 26 Fleetwood 18 12 67% 0 Ford 158 69 44% 24 Forest River 3 1 33% 0 GMC 34 26 76% 10 Gulf Stream 1 0 0% 0 Harley-Davidson 1 0 0% 0 Holiday Rambler 3 2 67% 1 Honda 31 19 61% 7 Hyundai 18 13 72% 8
42 Texas Lemon Law Program Annual Report 2003
CHART P SETTLEMENT RATE - BY MAKE OF VEHICLE NUMBER OF VEHICLE MAKE COMPLAINTS NUMBER SETTLEMENT REPURCHASED/ CO S SETTLED % REPLACED ______CLOSED Indian 3 2 67% 1 Infiniti 2 0 0% 0 International 2 2 100% 0 Isuzu 11 5 45% 1 Jaguar 11 9 82% 7 Jayco 3 3 100% 2 Jeep 16 12 75% 5 Kawasaki 5 3 60% 1 Keystone 2 1 50% 0 Kia 28 21 75% 5 K-Z Inc. 1 1 100% 1 Land Rover 8 5 63% 2 Lexus 8 8 100% 6 Lincoln 12 4 33% 1 Mack 1 0 0% 0 Mazda 17 11 65% 3 Mercedes-Benz 23 11 48% 5 Mercury 12 5 42% 0 Mini 3 2 67% 1 Mitsubishi 24 9 38% 5 Monaco Coach 5 4 80% 2 National RV 3 2 67% 0 Newmar I 1 100% 0 Nissan 19 13 68% 3 Nu-Wa I 1 100% 0 Oldsmobile 5 1 20% 0 Pleasure-Way 1 1 100% 0 Plymouth 2 2 100% 1 Polaris 3 3 100% 2 Pontiac 14 8 57% 1 Quality Manufacturing 1 0 0% 0 Qvale 1 1 100% 1 R-Vision 2 2 100% 0 Saab 2 2 100% 2 Saturn 10 7 70% 7 Subaru 2 2 100% 0 Suzuki 8 4 50% 0 Thor 6 3 50% 0 Tiffin 3 1 33% 0 Toyota 22 8 36% 1 Triumph 1 0 0% 0 Volkswagen 37 28 76% 19 Western RV I 1 100% 0 Western Star 1 0 0% 0 Winnebago 6 2 33% 0 Yamaha 2 0 0% 0 TOTAL CLOSED 953 573 224
43 Texas Lemon Law Program Annual Report 2003
Texas Motor Vehicle Board Lemon Law Rule 107.10 (16 TAC 107.10) requires a manufacturer to issue a disclosure statement, affix a disclosure decal to the windshield and re-title a reacquired vehicle prior to resale when the vehicle has been:
N ordered repurchased or replaced by the Texas Motor Vehicle Board,
* reacquired to settle a Motor Vehicle Board lemon law or general warranty complaint, or
* transferred to Texas after being reacquired to resolve a warranty claim in another jurisdiction.
Chart Q shows the number of vehicles reacquired by manufacturers for CY01, CY02 and CY03. Both the disclosure statement and decal are required to accompany the vehicle through the first retail sale. The selling dealer is required to return the completed disclosure statement to the Motor Vehicle Board within 60 days of the retail sale. The form must be the one provided by, or approved by the Motor Vehicle Board. The manufacturer is also required to repair the defect or condition in the vehicle that resulted in the vehicle being reacquired and issue, at a minimum, a 12 month/12,000 mile (whichever comes first) basic warranty.
CHART Q MANUFACTURER REACQUIRED VEHICLES CYO1 CY02 CY03 Ordered Repurchases/Replacements 39 32 46 Reacquired Vehicle Settlements 197 182 221 Reacquired Vehicles Transferred to Texas 59 63 59 Total 295 277 326
44 Texas Lemon Law Program Annual Report 2003
CONCLUSION
The statistics for CY03 reveal that most manufacturers have continued to view the Lemon Law as an opportunity to improve customer satisfaction and increase market share instead of costly litigation where success is defined as winning at any cost. For example, DaimlerChrysler Motors Corporation and General Motors Corporation voluntarily repurchased or replaced 91 vehicles in CYO3. As a result, complaint processing times have been minimized.
Further statistics reveal that in 66.7% of the complaints closed in CY03, consumers received some type of relief totaling almost $6 million in benefits to consumers. However, with the exclusion of the complaints closed for no jurisdiction, not pursued, withdrawn, etc., the success rate rises to 73%.
It is anticipated that the information presented here will be of benefit to consumers and manufacturers. Anyone who has questions may call (512) 416-4800 or toll-free (800) 622-8682 for further clarification. This report and additional Lemon Law information are available from the Texas Department of Transportation or on the Internet.
Texas Department of Transportation Motor Vehicle Division Post Office Box 2293 Austin, Texas 78768-2293 http://www.dot.state.tx.us e-mail: [email protected]
45 Texas Lemon Law Program Annual Report 2003
ACKNOWLEDGMENTS
The twelfth annual report of the Texas Lemon Law Program was prepared with the help and toil of many. Several Motor Vehicle Division staff members made significant contributions while performing their regular duties. Special thanks to the Motor Vehicle Division's employees:
Anne Walthall Stephanie Rogers Robin McCleary Cindy Sedillo Jose Catache
These employees' tireless and meticulous work made the report possible. All of the Consumer Affairs Section's staff deserve a sincere word of gratitude for their support and cooperation during the entire year while contributing to the preparation process.
L. David Brunke Director - Consumer Affairs
46 b Texas Department of Transportation Motor Vehicle Division Consumer Affairs Section Post Office Box 2293 Austin, Texas 78768 1-800-622-8682 512-416-4800 http:/www.dot.state.tx.us lemon [email protected]
IALI000LA
Member International Association of Lemon Law Administrators http://www.ialla.net