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VERY IMPORTANTExperience has shown that most customer concernscan be resolved without resorting to the CustomerArbitration Process. To best serve you, we recommendthat you do the following:1. Attempt to resolve your concern withdealership management.2. If additional help is needed, contact:Customer RelationsChrysler Group LLCP.O. Box 21-8004Auburn Hills, MI 48321-80043. The final step should be arbitration.25 14 Customer Arbitration Brochure 070513.indd 27/5/13 11:

We want you to be happy with your Chrysler Group LLC(“Chrysler Group”) vehicle. Customer satisfaction, yoursatisfaction, is the all-important ingredient for successin our business.To ensure customer satisfaction, Chrysler Group offersa Customer Arbitration Process that supplements theother Chrysler Group customer relations handlingprocedures. This process is administered independent ofChrysler Group. Complaints submitted to the CustomerArbitration Process are resolved through arbitration, ifnot settled earlier. (ARBITRATION IS THE PROCESSBY WHICH TWO OR MORE PARTIES AUTHORIZEA THIRD PARTY OR PANEL TO RESOLVE THEIRDISPUTE.) This particular arbitration process is onlybinding upon Chrysler Group— not upon you.We encourage you to discuss your problem with yourDealer and the Chrysler Group Customer Call Centerbefore filing a complaint with the Customer ArbitrationProcess. You do, however, have the right to take yourproblem directly into the Customer Arbitration Process,which will attempt to resolve your problem in a fair andequitable manner. The Customer Arbitration Processis part of our effort to do everything possible to resolvewarranty-related concerns.5 14 Customer Arbitration Brochure 070513.indd 337/5/13 11:

The Customer Arbitration ProcessIn those few instances where Chrysler Group cannotresolve a warranty complaint, you have the opportunityto have an impartial hearing and decision through theCustomer Arbitration Process. Your request for arbitrationwill be received by the National Center for DisputeSettlement (“NCDS”), which will decide if your complaintqualifies for arbitration. If so, your complaint will bereferred to either a person serving as an independentArbitrator (“Arbitrator”) assigned by NCDS, if you askedfor an oral hearing, or to a 3-person panel of neutrals fordecision, if you asked for a documents-only review.There is no need to hire a lawyer to handle what couldbe costly and time-consuming legal action.The Customer Arbitration Process is a free serviceprovided by Chrysler Group for owners of ChryslerGroup vehicles. NCDS is an independent disputesettlement organization with Arbitrators throughout thecountry. The person, serving as an Arbitrator assignedby NCDS, or panel (depending on whether you want anoral hearing or a documents-only review) will reviewyour warranty complaint and make a decision.If you elect to have an oral hearing, the person servingas Arbitrator will review your written statementconcerning your vehicle’s service problems, ChryslerGroup’s written statements concerning the same problemand your vehicle’s service history. He or she will listen toyou and the Chrysler Group Representative.45 14 Customer Arbitration Brochure 070513.indd 47/5/13 11:

If you elect to have a documents-only review, the panelwill review and study your written statement concerningyour vehicle’s service problems, Chrysler Group'swritten statements concerning the same problem, andyour vehicle’s service history. The panel will then makea decision about your complaint. Neither you nor aChrysler Group Representative need to be present at thepanel's meeting, although you may attend, and no personwould make an oral presentation.Decisions of the Arbitrator or panel are binding onChrysler Group but not on you unless you acceptthe decision.When Do You Contact theCustomer Arbitration Process?While it is not a prerequisite to qualify for an NCDSreview, we strongly recommend that you contact theCustomer Arbitration Process only after you have gonethrough the normal complaint handling process. First,tell the Dealer of the problem; then, if the Dealer cannotsolve your service problem, contact Chrysler Group’sCustomer Relations Office. If you then wish to pursuethe matter further, submit your complaint through theCustomer Arbitration Process.5 14 Customer Arbitration Brochure 070513.indd 557/5/13 11:

How Do You Request Arbitration?Fill in the attached Application and mail to theCustomer Arbitration Process at the address pre-printedon the Application. You may also email your Applicationto info@ncdsusa.org or call 800-777-8119 for assistance.NCDS will review your request for arbitration andinform you if your problem is within the jurisdictionof the Program. If so, the Process will follow the stepsoutlined herein.Who Is NCDS?The National Center for Dispute Settlement (NCDS)is a private, independent dispute settlementservice organization.Who Are the Members of the Panel?(For documents-only review)The panel consists of three voting members:1. A local consumer advocate.2. An independent technical representative.(A.S.E.* certified, to provide technical expertise.)3. A representative from the general public.* National Institute of Automotive Service Excellence.65 14 Customer Arbitration Brochure 070513.indd 67/5/13 11:

NATIONAL CENTER FOR DISPUTE SETTLEMENTChrysler Group’s Customer Arbitration ProcessP.O. Box 727Mount Clemens, MI 480467/5/13 11:5 14 Customer Arbitration Brochure 070513.indd 7

5 14 Customer Arbitration Brochure 070513.indd 87/5/13 11:(W)(H)NoYesNoNoMileage at time of disputeIs this a leased vehicle? YesNoLessor’s name and address, if yes:Identification No.Current MileageVehicle: Year Make Model Delivery DateSelling Dealer Servicing DealerAddress Phone(State)(ZIP Code)(Street) (City)PhoneYour Name DateDid you contact dealership management regarding your complaint?YesDid you contact Chrysler Group directly regarding your complaint?Have you met with the Factory Representative regarding your complaint?YesAR Consumers only: Indicate if you are requesting a panel review.YesI want (check one only)A single decision maker and an oral hearingA 3-person panel and a documents-only reviewCUSTOMER ARBITRATION PROCESS APPLICATIONNo

5 14 Customer Arbitration Brochure 070513.indd 97/5/13 11:(1) (2) (3)Signed by*Please use additional sheets of paper as necessary to describe these items.In signing this Arbitration Agreement, I understand that I am not bound by the decision of the arbitration process unless I accept it. I also understandthat if I accept the decision, Chrysler Group LLC will be bound by the decision and will be required to perform the terms of the decision within thetimeframe prescribed in the decision. I further understand that if I am dissatisfied with the decision or Chrysler Group LLC’s eventual performance ofthe decision, I may pursue other legal remedies available to me in my state, including the use of small claims court. Whether or not I accept the decisionof the arbitration process, the decision is admissible in any subsequent legal proceeding concerning my dispute. I acknowledge notification that thisdispute settlement process does not take the place of any available state or federal legal remedies.ARBITRATION AGREEMENTWhat do you feel should be done to resolve your problem:*Number and dates of repair attempts (if any):*If more, specify:Nature of current unresolved problem:* ERY IMPORTANT: Be very specific in describing your current unresolved problems. Include copies ofVany receipts, service repair orders, complaint letters to the dealer or Zone Representative, and any otherrelevant documents.

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What Cases Are Eligible for Arbitration?The Customer Arbitration Process reviews only vehicledisputes involving Chrysler Group’s Limited Warrantyor Chrysler Group’s Mopar Part Limited Warranty ona Chrysler Group vehicle. It does not handle problemswhich involve the original sale of a new or used vehicle,personal injury or property damage (or claims forsubsequent damages), fires, accidents, abuse of thevehicle, disputes relating to design of the vehicle or part,or disputes which are already the subject of litigation.NOTE: C hrysler Group reserves the right to amend orcancel this program at any time without notice.How Does the CustomerArbitration Process Work?After NCDS receives your Application, the followingsteps will be taken:1. An acknowledgment or receipt of your complaintwill be sent, by mail, within ten (10) days. Thisacknowledgment will advise you if the complaint iswithin the jurisdiction of the program. If your complaint is not within the program’sjurisdiction, you will receive a letter of explanation.If your complaint is within jurisdiction, NCDS willphone you to see if you want an oral hearing or thedocuments-only process. Arkansas consumers willalso be asked if they want a single arbitrator to hearthe dispute at a mutually convenient location or ifthey want a panel of three (3) Arbitrators to hearthe matter.5 14 Customer Arbitration Brochure 070513.indd 777/5/13 11:

2. There is no cost to you for submitting your complaintthrough the Customer Arbitration Process.3. If your complaint is within the program’sjurisdiction, NCDS will request Chrysler Group topresent their side of the dispute. Chrysler Groupwill be requested to submit copies of repair orders,correspondence relating to your complaint, and otherappropriate information. You will receive copies ofChrysler Group’s responses from NCDS.4. While your dispute is pending, either NCDS or theChrysler Group office serving your area may contactyou to see if your case can be settled by agreement.If a settlement is offered to you, you will be asked tosign a form that contains that settlement. Your casewill then be closed. There is no requirement for youto participate in this settlement process. Unless youreach a settlement, your participation will not affectthe handling of your case and you will receive adecision by the Arbitrator or panel from NCDS.5. The Arbitrator or panel will get all documentsand facts dealing with your case before the date ofreview. These documents will include your complaint,Chrysler Group’s response to your complaint, andyour response, if any, to the information supplied tothe panel or by the Chrysler Group.6. If the Arbitrator or panel determines that an advanceinspection of your vehicle is necessary to make itsdecision, you will be contacted to arrange for an85 14 Customer Arbitration Brochure 070513.indd 87/5/13 11:

inspection. These arrangements will be made tominimize any inconvenience to you. If appropriate, afree loaner vehicle may be provided during the periodof inspection.7. If you select a documents-only review, the panel ofArbitrators will meet to review and decide your case.Neither you nor Chrysler Group need to be present.You may attend the meeting as an observer; however,oral presentations will not be allowed. In order toattend, you may notify NCDS of your request andthey will notify you of the time, date, and place of theboard meeting. If you have requested an oral hearing, NCDS willcontact you to arrange a convenient time and placefor the hearing. Usually, this will be at a dealershipnear you.8. You and Chrysler Group will be notified of thedecision in writing. This statement will include thedecision, any action to be taken by Chrysler Group,and the time by which the action must be taken.9. The decision will be binding on Chrysler Group butnot on you unless you accept the decision.10. If any action is required on the part of ChryslerGroup, you will be contacted by NCDS within ten(10) working days after the date by which ChryslerGroup must act to determine whether performancehas been rendered.5 14 Customer Arbitration Brochure 070513.indd 997/5/13 11: