POLICIES
Guest Communication Our Company strictly follows an agreement with the FTC about used car sales and advertising. Observe the following rules, both in your marketing materials and in your communications with Guests: 1. Never say that a used vehicle is safe, never say that a used vehicle has been repaired for safety issues, and never say that a vehicle has been subject to a safety inspection unless the vehicle is free of safety recall. 2. Always disclose all open recalls to a used car buyer, and never misrepresent whether a vehicle has an open safety recall. 3. Never misrepresent whether repairs have been made or can be made on a vehicle with an open safety recall. 4. Never misrepresent any fact about a vehicle’s safety. 5. Never advertise or say that a vehicle is certified unless the vehicle is free of safety recalls. 6. It is a best practice to avoid any representations about used vehicle safety in marketing materials. Refer any Guest questions about the safety of a used vehicle to a sales Manager or service Manager. Sales and service Managers will not discuss the safety of a vehicle unless they have an up-to-date vehicle inspection and are certain that the vehicle has no open safety recalls or other safety issues. 7. These additional rules apply to all used vehicle advertisements and other marketing materials: 8. When marketing a particular preowned vehicle, you must include a disclosure about safety recalls as well as information on how to learn more about recalls. 9. All marketing materials must include a safety recall disclosure if the marketing material is about certified preowned programs, preowned vehicle inspections, preowned safety or preowned safety repairs of used vehicles. 10. Avoid phrases like “rigorously inspected,’ “bumper to bumper” and “peace of mind” when describing preowned inventory in the notes or other advertised description of a preowned vehicle. Only approved vendors and authorized Members of Asbury’s marketing Team may create marketing materials that make safety, inspection and certification advertisements about used vehicles. Guest and Other Complaints Our Company strictly follows an agreement with the FTC to document complaints about preowned vehicle safety recalls, safety and inspections. As part of that agreement, we keep all documents and other “evidence of anything that contradicts, qualifies or calls into question” any representations we make about safety recalls, safety and inspections of preowned vehicles. In plain English, we keep all complaints relating to safety, recalls and inspections made by consumers relating to preowned vehicles that we sell, as well as complaints from the government or consumer protection organizations. If you receive a complaint of this nature, forward all documentation to the email address safety@asburyauto.com, unless you have already submitted the complaint to the legal department. Monroney Stickers and FTC Used Car Buyers Guide Policy Window and FTC stickers must be intact on all new, demos, or used cars at time of presentation and delivery. These stickers must not be removed except at the Guest’s request after sale. Additionally, state service and inspection stickers must be adhered to the vehicle by the Team Member completing the inspection as the service is rendered or provided.
77 No policy should be construed to confer any express or implied contractual relationship or rights to any Team Member. The Company reserves the right to modify any policy as necessary, in its sole discretion, to the extent permitted by law. Violation of any Company policies or procedures can result in disciplinary action up to and including termination of employment. If you have any questions about this handbook or Company policies, please feel free to discuss with your Manager or HR.
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