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AUTOCAP
Automotive Consumer Action Program
A free public service
No
one wants problems with car purchases and repairs. Not the consumer, not the
auto dealer. Both have a common interest in an auto sale or repair that
fully satisfies both parties. The consumer wants a car that performs well.
The dealer wants a contented customer who will return again.
But
problems do arise. When they do, both customer and dealer expect them to be
handled fairly and promptly in a procedure that everyone understands and
accepts
AUTOCAP provides that procedure, free of charge. It is operated through the
Washington Area New Automobile Dealers Association (WANADA) to answer
consumer questions, solve problems and mediate disagreements that develop
between auto dealers and the public.
AUTOCAP like WANADA, covers metropolitan Washington localities in the
District of Columbia, Suburban Maryland and Northern Virginia. It is one of
38 such programs throughout the country, coordinated nationally through the
National Automobile Dealers Association (NADA). AUTOCAP exists for consumers
with car questions. Use it when you need its help.
What AUTOCAP Does
AUTOCAP has a professional staff that handles consumer calls, answers
questions, reviews consumer letters, discusses problems with dealers and,
when necessary , refers cases to a mediation panel which oversees staff
actions.
The Panel consists of 3 mediators– one industry representative and 2
consumer professionals from area agencies, all volunteers from the
community.
AUTOCAP's effectiveness is demonstrated by its success rate in bringing
customers and dealers together on disputes. Four out of five cases are
resolved to everyone’s satisfaction.
First Step: Talk
If you have a question or problem concerning a car you’ve bought or had
repaired, first try to resolve matters directly with the dealer. That’s the
best and easiest way. Most issues can be handled satisfactorily at that
point, with no outside involvement.
Talk to the dealer. Raise your questions and problems. The dealer is looking
for solutions just as you are. Go to someone like the department manager or
customer relations director who has the authority to answer questions and
settle problems.
If you can’t arrive at a mutual understanding, that’s the time to call
AUTOCAP at (202) 237-7200.
Working Through AUTOCAP
When you bring a case to AUTOCAP, the staff talks to the dealer on your
behalf. Most problems are settled this way by direct intercession. Some
cases, however, do require review by a mediation panel.
In opening a case, AUTOCAP will provide you with a form requesting a written
summary of the problem. It should include:
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A brief description of the facts with supporting papers (original copies are
not required).
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A statement of the issue at hand, repairs, warranty, new or used car
purchase or other matters.
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A request for what solution you seek.
Case processing by AUTOCAP
generally takes three to four weeks. Some matters can be handled more
quicker. Others take a good bit longer. It depends on what is involved.
Direct correspondence to:
AUTOCAP
Washington Area New
Automobile
Dealers Association
5301 Wisconsin Avenue, N.W., Suite 210
Washington, DC 20015
Phone: (202) 237-7200
Fax: (202) 237-9090
E-mail:
autocap@wanada.org
About Non-Dealer Issue
Some problems go beyond the dealer to other levels, such as the auto
manufacturers. AUTOCAP seeks to resolve problems with manufacturers and
others in the auto industry as well as with dealerships so that consumers
don’t get caught in the middle. However, AUTOCAP cannot deal with problems
involving non-industry entities such as gasoline stations and independent
repair shops.
After AUTOCAP’s Involvement
AUTOCAP is not a legal channel like the court system and is not a “lemon
law” arbitration forum for purposes of any state automotive warranty in
D.C., Maryland or Virginia.
A consumer using AUTOCAP is free to go elsewhere if he or she is not
satisfied after using the process.
Experience has shown, however, that respondent dealers and auto makers
overwhelmingly support the process, and few consumers find it necessary to
seek other assistance.
Outside the Washington Area
All cases involving dealers outside the Washington Metropolitan area should
be directed to:
NATIONAL AUTOCAP
National Automobile Dealers Association (NADA)
8400 Westpark Drive
McLean, Virginia 22102
(703) 821-7000
Downloads
(to save the form, right click on the
appropriate link below and select "Save Target As")
AUTOCAP-Brochure
AUTOCAP
Complaint Form
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