Written customer complaints received by AutoCAP are first directed to the dealership involved. Once aware of the problem, the dealership works with AutoCAP and the customer to find an agreeable solution. Usually no further intervention from AutoCAP is required.
If a mutually acceptable solution cannot be reached, upon customer request the complaint is submitted to the AutoCAP panel. The panel, comprising of consumer and dealer representatives, will review the facts at its next meeting and recommend a course of action. Neither the customer nor the dealer is bound by the panel's recommendation.
AutoCAP is effective when the dispute concerns a vehicle purchased from a participating franchised dealer and the complaint involves:
- Used vehicle purchases
- Parts (in some cases)
AutoCAP can NOT be effective if:
- Legal action has already begun
- The customer or dealer has hired an attorney
- The problem involves a dealership that is not a member of TADA or a manufacturer who does not participate in AutoCAP
- The repair is covered by the manufacturer's warranty