-.. 4' 2003 AUDIT 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: 1-706-398-3789 E-mail Address:jimkitty tvn.net " 4' TABLE OF CONTENTS . ...... ...... ...... ...... ......" . ... .'... .. ..... ... ......'...... ,. .... .. ....... .. ........ '". .... ,.. ... .. .. ... ... .... .. TABLE OF CONTENTS PREFACE INCEPTIVE INFORMATION. Preface , Page 1 SIOCTION 1: INTRODUCTION. Preface , Page 1 SECTION 2 STATUTORY REQUIREMENTS. .. .. Preface , Page 2 SECTION 3: CONDITIONS. Preface , Page 2 SECTION 4: FINDINGS. Preface , Page 4 A. Manufacturer Warranty Materials. Preface , Page 6 B. Office Practices and Procedures. Preface , Page 7 C. Record-Keeping Procedures. Preface , Page 7 D. Comparative Statistical Analysis. Preface , Page 7 SECTION 5: RECOMMENDATIONS AND CONCLUSIONS. Preface , Page 7 CHAPTER 1: MANUFACTURER WARRANTY MATERIALS. .. .. Chapter 1 , Page 1 SECTION 1: INTRODUCTION. Chapter 1 , Page 1 SECTION 2: STATUTORY REQUIREMENTS. Chapter 1 , Page 2 SECTION 3: CONDITIONS. Chapter 1 , Page 3 , Page 6 SECTION 4: FINDINGS. Chapter 1 A. AM General Sales Corporation (Hummer) ..... " Chapter 1 , Page 11 B. American Honda Motor Company. Chapter 1 , Page 12 (Honda and Acura) . ,.... Chapter 1 , Page 12 C. American Isuzu Motors. Chapter 1 , Page 12 D. General Motors (NATIONAL, FLORIDA, and OHIO) . Chapter 1 , Page 13 E. Hyundai Motor America. Chapter 1 , Page 13 F. Kia Motors America. Chapter 1 , Page 14 G. land Rover of North America. .. Chapter 1 , Page 14 H. lexus Division of Toyota Motor Sales , U. A. .... Chapter 1 , Page 15 I. Nissan North America (Infiniti and Nissan)- ... " Chapter 1 , Page 15 J. Porsche Cars North America. Chapter 1 , Page 16 K. Saturn Corporation. Chapter 1 , Page 16 l. Volkswagen of America (Audi and Volkswagen) . Chapter 1 , Page 17 M. Workhorse Custom Chassis. Chapter 1 , Page 17 SECTION 5: RECOMMENDATIONS. Chapter 1 , Page 17 A. Nationai . .... Chapter 1 , Page 18 . Chapter 1 , Page 18 B. Florida. C. Ohio. Chapter 1 , Page 19 SECTION 6: CONCLUSIONS. ... Chapter 1 , Page 19 CHAPTER 2: OFFICE PRACTICES AND PROCEDURES . Chapter 2 , Page 1 SECTION 1: INTRODUCTION. Chapter 2, Page 1 A. BBB AUTO LINE Forms. Chapter 2 , Page 1 B. Informal Dispute Settlement Procedures. Chapter 2 , Page 3 01. Conciliation. Chapter 2 , Page 3 . - . .. 02. Mediation. Chapte r i'-Page 3 03. Arbitration. Chapter 2 , Page 4 a. Preparation for Arbitration Hearing. Chapter 2 , Page 4 b. Arbitration Hearing. Chapter 2 , Page 5 c. Arbitration Decision. .. Chapter 2 , Page 6 d. Post Arbitration Decision. Chapter 2 , Page 6 SECTION 2: STATUTORY REQUIREMENTS. ... Chapter 2 , Page 7 SECTION 3: CONDITIONS. Chapter 2 , Page 7 A. National Chapter 2 , Page 7 B. Florida. Chapter 2 , Page 8 . Chapter 2 Chapter . C.. Ohio.. , Page 8 SECTION 4: FINDINGS. Chapter 2 Chapter . FINDINGS. 4: SECTION , Page 9 A. National Chapter 2 , Page 9 01. Offce Site. Chapter 2 , Page 9 a. Facilities . Chapter 2 , Page 9 b. Personnel . Chapter 2 , Page 10 B. Florida. Chapter 2 , Page 11 01. Offce Site. Chapter 2 , Page 11 a. Facilities . Chapter 2 , Page 11 b. Personnel . Chapter 2 , Page 11 02. Arbitration Hearing Process. Chapter 2 , Page 12 a. Openness of Arbitration Hearings. Chapter 2 , Page 12 b. Effectiveness of Arbitration Hearing. Chapter 2 , Page 12 c. Decision-Making. Chapter 2, Page 13 . Chapter 2 Chapter . C. Ohio. , Page 13 01. Offce Site. Chapter 2 , Page 13 a. Facilities . Chapter 2, Page 13 b. Personnel . Chapter 2 , Page 13 02. Arbitration Hearing Process. Chapter 2 , Page 15 a. Openness of Arbitration Hearing. Chapter 2 , Page 15 b. Effectiveness of Arbitration Hearing. Chapter 2 , Page 15 c. Decision-Making. Chapter 2, Page 15 SECTION 5: RECOMMENDATIONS. Chapter 2, Page 15 SECTION 6: CONCLUSIONS. Chapter 2 , Page 16 A. National . Chapter 2 , Page 16 B. Florida. Chapter 2, Page 16 C. Ohio. Chapter 2 , Page 16 CHAPTER 3: RECORD-KEEPING PROCEDURES. Chapter 3 , Page 1 SECTION 1: INTRODUCTION. Chapter 3 , Page 1 SECTION 2: STATUTORY REQUIREMENTS. Chapter 3 , Page 1 A. National Chapter 3 , Page 1 B. Florida. Chapter 3 , Page 2 . Chapter 3 Chapter . C.. Ohio.. , Page 2 SECTION 3: CONDITIONS. Chapter 3 , Page 2 . .. SECTION 4: FINDINGS. Chapter 3 Chapter . FINDINGS. 4: SECTION , Page 2 PART I . Chapter 3, Page 3 PART I' .................................... Chapter 3 , Page 20 SECTION 5: RECOMMENDATIONS AND CONCLUSIONS . Chapter 3, Page 32 CHAPTER 4: COMPARATIVE STATISTICAL ANALYSIS ... ....... Chapter 4 , Page 1 SECTION 1: INTRODUCTION . Chapter 4 , Page 1 SECTION 2: STATUTORY REQUIREMENTS. Chapter 4 , Page 1 SECTION 3: CONDITIONS. Chapter 4 , Page 2 A. National Chapter 4 , Page 2 B. Florida. Chapter 4 , Page 4 . Chapter 4 Chapter . C. Ohio. , Page 4 SECTION 4: FINDINGS. Chapter 4 Chapter . FINDINGS. 4: SECTION , Page 4 A. National Chapter 4 , Page 4 01. General Information ................... Chapter 4 , Page 4 02. Consumer Knowledge about Program. Chapter 4 , Page 5 03. IneligiblelWithdrawn Cases + . Chapter 4 , Page 6 04. Forty Day Time Limit + . Chapter 4 , Page 7 05. Disposition of Cases + . Chapter 4, Page 8 06. Mediated Cases + ................... Chapter 4 , Page 10 07. Arbitrated Cases+ .................... Chapter 4 , Page 11 08. Consumer Satisfaction with Arbitrators. Chapter 4 , Page 13 09. Consumer Satisfaction with other aspects of BBB AUTO LINE . Chapter 4 Chapter . , Page 15 B. Florida. Chapter 4 , Page 17 01. General Information .................. Chapter 4 , Page 17 02. Consumer Knowledge about Program. Chapter 4 , Page 17 03. IneligiblelWithdrawn Cases + . Chapter 4 , Page 19 04. Forty Day Time Limit + . Chapter 4 , Page 20 05. Disposition of Cases + . Chapter 4 , Page 20 06. Mediated Cases + ................... Chapter 4 , Page 22 07. Arbitrated Cases+ . Chapter 4, Page 22 08. Consumer Satisfaction with Arbitrators. Chapter 4 , Page 24 09. Consumer Satisfaction with other aspects of BBB AUTO LINE . Chapter 4 Chapter . , Page 25 . Chapter 4 Chapter . C. Ohio.. .. , Page 27 01. General Information. Chapter 4 , Page 27 02. Consumer Knowledge about Program. Chapter 4 , Page 27 03. IneligiblelWithdrawn Cases + . Chapter 4 , Page 29 04. Forty Day Time Limit + . Chapter 4 , Page 30 05. Disposition of Cases + . Chapter 4 , Page 30 06. Mediated Cases + ................... Chapter 4 , Page 32 07. Arbitrated Cases+ .................... Chapter 4 , Page.