When a buyer brings a vehicle back under warranty for repair, you need to handle the return according to the terms of the warranty. If your warranty covers the reported problem, arrange for the repair promptly. Don’t stall, don’t make excuses, and don’t try to deny a valid warranty claim. A pattern of denying legitimate warranty claims will generate complaints to DMV and BAR, and can form the basis for enforcement action.
Document every warranty return: the date, the complaint, the diagnosis, the repair performed, the cost, and the outcome. These records protect you as much as they protect the buyer. If a buyer claims you didn’t honor the warranty, your documentation proves otherwise. If DMV investigates a warranty complaint, your records will be the primary evidence.
If the repair under warranty is unsuccessful — if the same problem recurs after multiple repair attempts — you may face a lemon law-type situation under the used vehicle provisions. The buyer may demand a replacement vehicle or a refund. How you handle these situations is critical.
Consult with legal counsel when a warranty repair situation is escalating, rather than trying to tough it out on your own.