ARBITRATION CERTIFICATION PROGRAM 1625 North Market Blvd., Suite N112, Sacramento, CA P (916) F (916)

Transcription

1 ARBITRATION CERTIFICATION PROGRAM 1625 North Market Blvd., Suite N112, Sacramento, CA P (916) F (916) Dear Interested Party: Enclosed is the 2016 Annual Statistical Report prepared by the Department of Consumer Affairs Arbitration Certification Program (ACP) using statistics provided by state-certified arbitration programs in accordance with Title 16, California Code of Regulations, Section The report consists of the following cumulative and individual tables for each statecertified arbitration program: Table A Summary of total disputes closed by the three state-certified arbitration programs Better Business Bureau Auto Line (BBB), California Dispute Settlement Program (CDSP), and Consumer Arbitration Program for Motor Vehicles (CAP-Motors). Table B Statistics for total disputes closed by the BBB involving vehicles manufactured by Aston Martin, Audi, Bentley, BMW (includes Mini Cooper), Ferrari, Ford, General Motors, Hyundai/Genesis, Infiniti, Jaguar, Kia, Lamborghini, Land Rover, Lotus, Maserati, Mazda, Nissan, and Volkswagen. Table C Statistics for total disputes closed by CDSP involving vehicles manufactured by Toyota (includes Scion), Tesla Motors, and Fiat Chrysler Automotive US. Table D Statistics for total disputes closed by the CAP-Motors involving vehicles manufactured by Porsche. Reported Disputes Total Disputes Filed Out of Jurisdiction Mediated Arbitrated Withdrawn Arbitrators Decision Repair Replacement/Repurchase Reimbursement of Expenses 10 7 No Relief Other* 3 4 *This category of remedies includes attorneys fees, reimbursement of monthly mortgage payments or extended service contracts coverage.

2 Possible factors that may have contributed to significant decreases or increases in 2016 are summarized below: The percentage of consumers and manufacturers electing to voluntarily mediate their claims continues to fall from 42% of eligible cases in 2015 to 34% of eligible cases in This continues to drive a steady increase in arbitrated cases Consumers receiving no relief returned to its historical average of around 69% of arbitrated cases, following a one year dip to 61% of arbitrated cases in 2015 An 11% percent increase in Total Disputes Filed as consumers learned about their manufacturer s arbitration program through their dealerships, the manufacturer and personal research A 33% increase in Arbitrated cases as more consumers filed for arbitration and pursued arbitration instead of voluntary mediation A 36% increase in Withdrawn cases as some consumers opted to hire an attorney or trade in their vehicle to resolve their warranty matter A 30% decrease in overall Repair Decisions as arbitrators awarded more Replacement /Repurchase and No Relief decisions A 26% increase in overall Replacement/Repurchase Decisions as consumers presented cases that persuaded arbitrators to find in their favor A 50% increase in overall No Relief Decisions as arbitrators believed the alleged defects did not rise to substantial nonconformities Thank you for your continued interest in California certified arbitration programs. If you have any questions or comments, please call the ACP at (916) Enclosures

3 Arbitration Certification Program STATISTICAL REPORT Calendar Year 2016 May

4 Summary of Total Disputes* (All State-Certified Arbitration Programs) Table A *Data reflects cumulative total of all programs since 2001.

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7 Table B Statistics for Total Disputes by the BBB Auto Line Involving Vehicles Manufactured by: Aston Martin Audi Bentley BMW (includes Mini Cooper) Ferrari Ford General Motors Hyundai Infiniti Jaguar Kia Lamborghini Land Rover Lotus Maserati Mazda Nissan Volkswagen

8 Aston Martin s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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10 Audi s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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12 Bentley s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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14 BMW s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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16 Ferrari s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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18 Ford s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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20 General Motor s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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22 Hyundai s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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24 Infiniti s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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26 Jaguar s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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28 Kia s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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30 Lamborghini s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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32 Land Rover s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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34 Lotus Cars Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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36 Maserati s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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38 Mazda s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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40 Nissan s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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42 Volkswagen s Better Business Bureau Auto Line Breakdown of Total Disputes Filed

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44 Table C Statistics for Total Disputes by the California Dispute Settlement Program Involving Vehicles Manufactured by: Tesla Toyota (Includes Scion) FCA US Alfa Romero, Chrysler, Dodge, Fiat, Jeep, and Ram

45 Tesla s California Dispute Settlement Program Breakdown of Total Disputes Filed

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47 Toyota s California Dispute Settlement Program Breakdown of Total Disputes Filed

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49 FCA s California Dispute Settlement Program Breakdown of Total Disputes Filed

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51 TABLE D Statistics for Total Disputes by the Consumer Arbitration Program for Motor Vehicles (CAP-Motors) Involving Vehicles Manufactured by: Porsche

52 Porsche s Consumer Arbitration Program for Motor Vehicles Breakdown of Total Disputes Filed

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