B.16
Aston Martin Warranty
Step 4: If you are still not satisfied, either:
a) Seek arbitration
All disputes relating to the Warranty or the Extended Service Contract
shall be resolved by binding arbitration under the Rules of
Commercial Arbitration of the American Arbitration Association
including its Supplementary Procedures for Consumer Related
Disputes, before a single arbitrator who shall be bound by the terms
of this Document. To maintain the highest quality of service and for
staff training purposes, telephone calls to Aston Martin may be
monitored and / or recorded.
b) If your dispute is in the State of California, contact the Better
Business Bureau (BBB)
The BBB program is only in effect in the State of California, but
steps one through three should be followed for quickest result.
As a final step to make sure that your concerns are being fairly
considered, Aston Martin has agreed to participate in a dispute
settlement program administered by the BBB, at no cost to the
customer.
Refer to section 15 for further details of the BBB.
15 The Better Business Bureau (BBB) Auto Line
Program
(California only)
The Better Business Bureau (BBB) works with manufacturers and their
customers in an attempt to reach a mutually acceptable resolution of
any Warranty related concerns. If a Warranty concern has not been
resolved using the three-step procedure outlined in Customer
Satisfaction (Refer to ’14 Customer Satisfaction’, page B.15), you may
be eligible to participate in the BBB Auto Line Program.
The BBB Auto Line Program consists of two parts – mediation and
arbitration. During mediation, a representative of the BBB will
contact both you and Aston Martin to explore options for settlement
of the claim. If an agreement is not reached during mediation and
your claim is eligible, you may participate in the arbitration process
and the BBB will schedule an arbitration hearing so that you can
present your case in an informal setting before an impartial person.
The arbitrator will consider the testimony provided and make a
decision after the hearing.
You are not bound by the decision, but should you choose to accept
the BBB Auto Line decision, Aston Martin shall abide by the accepted
decision as well.
Disputes submitted to the BBB Auto Line Program are usually
decided within 40 days after you file your claim with BBB. If you wish
to use the program and you qualify for participation, you will be
required to provide the following information:
• Your name and address
• The Vehicle Identification Number (VIN)
• The make, model and year of your vehicle
• A description of the problem with your vehicle.
BBB AUTO LINE will also ask you for other information that may help
resolve your concerns, such as the purchase price of your vehicle, the
vehicle's current mileage, and copies of repair orders.
Upon receipt of such information, BBB will review the claim for
eligibility under the Program Summary Guidelines.
You are required to resort to BBB AUTO LINE before exercising rights
or seeking remedies under the Federal Magnuson-Moss Warranty
Act, 15 U.S.C. § 2301 et seq. To the extent permitted by the
applicable State ‘Lemon Law’, you are also required to resort to BBB
AUTO LINE before exercising any rights or seeking remedies under
the ‘Lemon Law’. If you choose to seek remedies that are not created
by the Magnuson-Moss Warranty Act or the applicable State ‘Lemon
Law’, you are not required to first use BBB AUTO LINE.
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