What are the steps in the complaint process?
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The complaint review will begin only when a fully completed VSA Consumer Complaint Form and the required supporting documents are received at the VSA. Once complete, your complaint will be reviewed to see if the VSA has jurisdiction and grounds to investigate.
There are two ways to submit the Consumer Complaint Form:
1) You can fill out a complaint form, attach documents and submit your complaint online through the VSA Consumer Portal. This process is secure and user-friendly. After you submit your complaint through the portal, you will be able to get real time status updates regarding your complaint. You will need to register for an account to use the Consumer Portal. Here is a link to the VSA Consumer Portal.
2) You can download and send in your Consumer Complaint Form along with your supporting documents. Here is a link to the Consumer Complaint Form.
If your complaint qualifies, it will be sent to the dealer for their response and you will be notified that a complaint investigation has started. The dealer will be given 10 business days to provide the VSA a response to your complaint. If a dealer response is received by the VSA, it will be shared with you. The length of the investigation will vary based on how complex it is and VSA staff resources. During the investigation, the VSA will contact you as needed. The VSA will notify you in writing about the outcome of your complaint and your options if you disagree with the results of the investigation.