Filing a complaint against a car dealership involves a clear, step-by-step process starting with the dealership itself, then escalating to manufacturer mediation, and finally to government and state agencies. The most direct path to a resolution is often through the manufacturer's customer service, especially for issues related to vehicle warranties or recalls. For fraudulent sales practices or serious legal violations, your state's Attorney General's office or the Department of Motor Vehicles (DMV) are the primary authorities.
Your first and most critical step is to gather all documentation. This includes your purchase or lease contract, all repair orders, a detailed timeline of events, and any communication (emails, texts, letters) with the dealership's staff and management. This evidence is essential for every stage of the complaint process.
Before escalating, formally present your complaint in writing to the dealership's general manager. Be clear, factual, and state the specific resolution you are seeking, such as a refund, repair, or cancellation of a contract. If this fails, your next step is to contact the vehicle manufacturer's corporate customer relations department. They have programs to mediate disputes between customers and their franchised dealerships.
If mediation doesn't work, file a complaint with government bodies. The Better Business Bureau (BBB) can help facilitate a resolution. For more serious legal issues, your state's Attorney General's office is a powerful ally, as they enforce consumer protection laws. Additionally, your state's Department of Motor Vehicles (DMV) often has a licensing division that regulates dealerships and can investigate misconduct.
| Agency/Organization | Primary Jurisdiction / Best For | Contact Method | Typical Resolution Time |
|---|
| Dealership General Manager | Initial complaint, service disputes, sales misunderstandings | Written letter, in-person meeting | 1-2 weeks |
| Vehicle Manufacturer | Warranty issues, recall complaints, lease/finance problems | Online portal, manufacturer's customer service hotline | 30-60 days |
| Better Business Bureau (BBB) | General customer service issues, mediating disputes | BBB Auto Line, Online complaint form | 2-4 weeks |
| State Attorney General | Fraud, deceptive advertising, violations of consumer law | Online complaint form on state government website | Several months (investigative) |
| State DMV/Consumer Affairs | Licensing violations, title/registration problems, odometer fraud | State DMV website or local office | Varies by state |
Remember, the key to a successful complaint is detailed documentation and a clear, professional presentation of the facts at each level.
