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Better Business Bureau Auto Repair Advisory Committee Program Description
In the Spring of 1993, the Better Business Bureau of Central/Northern Arizona
(BBB) formed the Auto Repair Advisory Committee (ARAC) in response to a growing
number of complex, unresolved disputes in the auto repair industry. Today, the
ARAC brings together a diverse group of repair industry professionals on a
monthly basis to review these types of cases, referred by the BBB's Dispute
Resolution Department. The members represent dealerships, transmission repair,
body and paint, and general independent shops. The ARAC reviews each case by
looking over all information that is provided by both the consumer and the
business.
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It analyzes the merit of the customer's complaint and assesses the procedures
that the company used to resolve the customer's dispute. (The BBB does not
handle issues involving prices charged or compensation for costs that are not
directly related to the repair, and asks the ARAC to disregard those concerns
when presented.) The ARAC presents findings to the Bureau derived from the
analysis of evidence as provided by both parties. Based on the ARAC findings,
the BBB will make a determination on whether further action is warranted by
either party, then include a recommendation for settlement, if necessary.
Failure to comply with a recommendation (if presented) can result in an
unresolved dispute being reported on the company's BBB reliability report and
may lead to suspension of a company's BBB membership when applicable. The BBB
believes that this review process provides the fairest and most complete
evaluation of the dispute, benefiting both the company and consumer. The BBB
benefits from the ARAC's efforts by gaining expert insight on auto repair
disputes that would otherwise be difficult for BBB staff to evaluate.
Additionally, the process gives both consumers and businesses an opportunity
for effective resolution of a dispute before having to pursue expensive legal
options. For questions or detail regarding the ARAC or BBB recommendations,
please contact
Erin Harshfield, ARAC Coordinator.
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ARAC Members
The Bureau acknowledges and appreciates the contributions of the ARAC
volunteers.
Matthew Allen: Virginia Auto Service
Marshall Gerston: Marshall's Service Center
Tony Guido: 25th Street Automotive
John Hartgraves: Purcell Western States Tire
Robert Isham: New Image Paint and Body Shop
Bob Jones: Quality Transmission Service
Dennis Martin: Martin's Auto Repair
Arthur Nolte: Scottsdale Automotive
Michael Stanley: Stanley’s Service Center, Inc.
Michael Young: Tri-City Transmission Service
Tom Fletcher: Thunderbird Automotive
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