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Automotive Consumer Assistance Program (AutoCAP)
Automotive Consumer Action Program
AutoCAP: General Information
If you are experiencing a problem and are dissatisfied with your new or used vehicle, give NHADA member company a chance to show their good will. Whether the complaint is about a defect, repair, warranty, or some other item, there is probably a reasonable solution.
How Does AutoCAP Work?
The Consumer Action Program tells the member company that you, the customer, have a problem requiring their attention. In processing your inquiry, the AutoCAP Program first attempts to mediate on your behalf with the member company. Most complaints are resolved by mediation without further action by AutoCAP.
Who Decides?
The AutoCAP Panel is comprised of four consumer representatives and three automobile member company representatives. They review problems that the customer cannot work out with the dealer directly. This is a free service.
How Does The Problem Get Resolved?
If your complaint remains unresolved after mediation, it may be referred to the AutoCAP Panel, which meets at least four times a year. Neither the customer nor the member company are present at the Panel meeting, and the Panel's decision is made on the basis of anonymous written material submitted to it. If the member company agrees to participate in the panel, they also agree to abide by the Panel recommendations; and if you are not satisfied with the Panel's decision, you may pursue other remedies.
Do You Have To Be An NHADA Member?
AutoCAP's greatest impact is on members of the New Hampshire Automobile Dealers Association since its members sponsor the Program. AutoCAP does not become involved with companies who are not members of the Association nor will it become involved in complaints that are under litigation. If the problem is related to a new-vehicle warranty, AutoCAP can provide you with the proper information on how to proceed with a warranty complaint.
Submit a Complaint:
Please fill out the form in its entirety; use the file uploader to attach copies of repair bills, purchase orders, correspondence, and any other documentation that is pertinent. The more information you provide, the less time it will take to evaluate your situation.