New Motor Vehicle Board (NMVB) Consumer Mediation Services Program

NMVB offers an informal, no-cost, dispute resolution program for consumers. The Program is designed to provide amicable mediation to consumers who are involved in disputes or have a complaint against a new vehicle dealership, manufacturer, or distributor licensed to do business in California.

The Program acts as a neutral mediator between the disputing parties to promote a mutually acceptable resolution. Due to the voluntary nature of this program, NMVB does not have the authority to order a dealership, manufacturer, or distributor to provide a consumer with their expected resolution.

Types of Complaints within our Jurisdiction:

  • Contractual disputes (purchase or lease)
  • Manufacturer warranty/repair disputes
  • For recreational vehicles, consumer complaints that apply to the chassis, chassis cab and drive train are initially referred to the Department of Consumer Affairs (Veh. Code § 3078).
  • Used vehicles sold by a new/used dealer's lot
  • Used vehicles with remaining original warranties

Types of Complaints not within our Jurisdiction

  • Private party sales or transactions
  • Third-party warranties
  • Used cars purchased from a solely used car dealership (with no remaining original warranty)
  • Vehicles sold "AS-IS"
  • Odometer fraud
  • Lemon Law

For a list of agencies and/or organizations that may be able to assist you with these types of complaints, please see "Other Available Resources" on our homepage.

Benefits of Mediation:

  • Resolve disputes without the cost of litigation.
  • Retain a customer / Restore faith with dealership or Manufacturer
  • Help parties identify issues, clarify goals, and understand the rights of involved parties
  • Promote healthy communication and cooperation to achieve a greater understanding of the dispute.
  • Allow disputing parties to control the process of dispute resolution.
  • Assist people to end problems, not relationships.

    • How to Request Mediation:

    Complete and submit a Mediation Request Form along with any relevant documents and/or photographs.

    Email attachments to nmvbmediation@nmvb.ca.gov or mail to:

    New Motor Vehicle Board/DMV
    2415 First Avenue, MS L242
    Sacramento, CA 95818

    Please retain a copy of the Mediation Request Form for your records to produce a copy upon request.

    For questions please call (916) 445-1888 or visit the FAQs. Mediators can help answer your questions in Spanish and Punjabi.

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