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Buying a car: If you have problems

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If you have a problem that you think is covered by a warranty or service contract, follow the instructions to get service. If a dispute arises, there are several steps you can take:


 

  • Try to work it out with the dealer. Talk with the salesperson or, if necessary, the owner of the dealership. Many problems can be resolved at this level. However, if you believe you're entitled to service, but the dealer disagrees, you can take other steps.
  • If your warranty is backed by a car manufacturer, contact the local representative of the manufacturer. The local or zone representative is authorized to adjust and decide about warranty service and repairs to satisfy customers. Some manufacturers are also willing to repair certain problems in specific models for free, even if the manufacturer's warranty does not cover the problem. Ask the manufacturer's zone representative or the service department of a franchised dealership that sells your car model whether there is such a policy.
  • Contact your local Better Business Bureau, state attorney general or state Department of Motor Vehicles. You also might consider using a dispute-resolution organization to arbitrate your disagreement if you and the dealer are willing. Under the terms of many warranties, this may be a required first step before you can sue the dealer or manufacturer. Check your warranty to see if this is the case. If you bought your car from a franchised dealer, you may be able to seek mediation through the Automotive Consumer Action Program (AUTOCAP), a dispute-resolution program coordinated nationally by the National Automobile Dealers Association and sponsored through state and local dealer associations in many cities. Check with the dealer association in your area to see if they operate a mediation program.
  • If none of these steps is successful, small-claims court is an option. Here, you can resolve disputes involving small amounts of money, often without an attorney. The clerk of your local small-claims court can tell you how to file a suit and what the dollar limit is in your state.
  • The Magnuson-Moss Warranty Act may also be helpful. Under this federal law, you can sue based on breach of express warranties, implied warranties or a service contract. If successful, consumers can recover reasonable attorneys' fees and other court costs. A lawyer can advise you if this law applies.

Used with permission. © 2015 Walmart. All Rights Reserved. See full legal.

Used with permission. © 2014 Walmart. All Rights Reserved. See full legal.

 

Important Walmart Disclaimer: Proper service and repair procedures are vital to the safe, reliable operation of all motor vehicles as well as the personal safety of those performing the repairs and those riding in the motor vehicles. Standard safety procedures and precautions (including use of safety goggles and other safety equipment, proper tools and equipment) should be followed at all times to limit the possibility of personal injury or improper service which could damage the vehicle or compromise its safety.  Personal injury could result from the failure to take adequate safety precautions when repairing or maintaining your vehicle.  Although this material has been prepared with the intent to provide reliable information, no warranty or representation (express or implied), including the warranties of merchantability and fitness for a particular purpose, is made as to its accuracy or completeness. Neither is any liability assumed for loss or damage of any kind resulting from reliance on this material and Wal-Mart shall not be liable for any loss or damage of any kind resulting from reliance on this material.  Users employ the information contained in this material at their own risk.  This material is provided only as a helpful guide and does not replace the information and instructions contained in the motor vehicle's owner's manual and product manufacturer's recommendations.  Users are cautioned to consult the motor vehicle's owner's manual and product manufacturer's recommendations for additional information and instructions.   Failure to follow the motor vehicle's owner's manual and the product manufacturer's recommendations could result in damage to your vehicle or personal injury.  Additionally, users should be aware of the applicable laws of their local jurisdiction.

 

Any product information is provided by the supplier or manufacturer of the product and should not be construed as advice. Wal-Mart does not sponsor, recommend or endorse any third party, product, service or information provided on this site.

 

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