A buyer can open an arbitration claim on a vehicle when they believe an issue was not properly disclosed at the time of sale. When a buyer opens a claim, we collect information about the issue to determine if the claim is valid. The "Arbitration: Do I qualify?" article explains what counts as proper disclosure and when a claim is valid.
If the claim is valid, we cover part of the repair costs. The amount is based on standard part and labor prices, not the price paid at a repair shop. If the buyer bought Purchase Protection for the vehicle, they can return the vehicle instead of repairing it.
If the claim is not valid, we do not cover any of the repair costs. The buyer can choose whether to repair the vehicle at their own expense. The buyer cannot use Purchase Protection on an invalid claim.
The buyer can open only one claim per auction, whether we find the claim valid or not.
The National Auto Auction Association (NAAA) includes late title disputes under arbitration. We handle late title disputes through the Late Title Notice process instead.
Chat (recommended)
Log in to our website, go to My ACV, and click the chat bubble.
Email
service@acvauctions.com
Phone
1-800-553-4070, option 4
This article does not replace or modify ACV’s policy; it is only a summary. You can find ACV’s policies on our website.
