Lemon Law Attorney
Agency offers lemon aid
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It’s no fun getting a lemon for a car. Just ask Marci Shumaker. A few months after buying a Ford Explorer in early 2004, the SUV’s engine would rumble and lurch forward seconds after acceleration, she said. Honoring the new-car warranty, the dealer tried to fix it. But a few weeks after getting her car back, the SUV hiccupped, again. The “hesitation and surging” of the vehicle almost caused an accident, said Shumaker, 46, of Brea. Subsequent attempts by the dealer failed, prompting Shumaker to demand a refund under California’s “lemon law,” which requires manufacturers to buy back cars if a “reasonable” number of repairs made during the warranty period fail. While the law was clearly on her side, getting a refund for a bum car isn’t always easy. That’s why Schumaker was grateful to get help through Auto Line, a free arbitration service offered by the Better Business Bureau. Auto Line helps consumers and manufacturers streamline disputes over defects in new cars. It is among a few state-certified arbitration services offered to California consumers. It’s also one of the more robust programs because it represents most of the major carmakers. Auto Line typically settles a dispute within 40 days. In some cases, there are arbitration hearings at which an independent third party listens to evidence from the buyer and manufacturer. Shumaker won her case, as did Anaheim resident Terry Bird. Bird’s complaint involved the paint job on a new Chevy truck. The manufacturer eventually had to repaint the vehicle. “Without the Better Business Bureau, I would have not gotten anywhere,” Bird, 49, said. Katie Mitzner, a spokeswoman for the bureau’s Southland chapter, said Auto Line claims are rising as people become savvier about protecting their new-car purchases. About 1,000 claims were filed in the bureau’s Orange County office in 2004, up 10 percent from the past year. “Consumers know about the lemon law and aren’t hesitant to pursue a case against an automotive giant,” Mitzner said. As for Shumaker, Ford offered her a replacement Explorer, but she opted for a refund. “I took my money and went out and got a Toyota. I’ve had no problems ever since.” |
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