“Automakers’ Manuals”

Warranty Policy & Procedure Manuals

1978 – Warranty Policy & Procedures Manual

1993 Warrant Policy & Procedure Manual

2003- Dealer Policy, Incentive Program Rules, and Global Warranty Administration Manuals

These manuals are now online. GM is over 700 pages, Chrysler and Toyota are each over 500 pages. In addition to the complexity, dealers are prohibited from discussing much of this with consumers.

These regulations make it almost impossible for dealers to be in compliance all the time, and that’s why audit times must be reduced.  If a dealer can reasonably show that a consumer received an incentive, manufacturers should never be permitted to charge back the dealer amounts that would cause them to receive less than the average incentive paid statewide for that vehicle.