Lemon Law Attorneys: What to Do if the Dealer Stops Responding

When a dealer stops returning your calls or emails about a defective car, it’s frustrating—and confusing. Are you stuck? Do you have to keep trying the same shop? Under California’s lemon law, you may have more options than you think. This article explains what “ghosting” looks like in the warranty world and offers practical, general steps you can take to keep your claim moving while you consider talking with a lemon law attorney like ZapLemon.

Dealer Ghosting You? California Lemon Law Basics

In California, the Song-Beverly Consumer Warranty Act—often called the California Lemon Law—protects consumers when a new or used vehicle under the manufacturer’s warranty has a defect that substantially impairs its use, value, or safety, and the manufacturer cannot repair it after a reasonable number of attempts. Think repeated “check engine” lights, transmission shudder, brake problems, electrical shutdowns, or an infotainment system that constantly crashes. The law can apply to new cars, leased vehicles, certified pre-owned vehicles, and certain demonstrators—as long as the issue arises during the warranty period.

The dealership is usually the manufacturer’s authorized repair facility, so you start there for warranty repairs. But the legal responsibility for fixing the car—or providing a refund or replacement if it can’t be fixed—rests with the manufacturer, not just the local service department. A “reasonable number” of repair attempts depends on the facts: how serious the defect is, whether it’s a safety issue, and how many days the car has been out of service. In some situations, 30 or more cumulative days in the shop may be enough. If a buyback ever occurs, the manufacturer may be allowed a mileage offset for your use before the first repair attempt.

Dealer “ghosting” happens when the service advisor stops scheduling visits, won’t return messages, or tells you “that’s normal” without inspecting the car or generating a repair order. That silence does not erase your warranty rights. California law requires manufacturers to repair covered defects within a reasonable time. Your job is to document your efforts: keep every repair order (even “no problem found”), note dates and names, and save texts and emails. If the dealer won’t engage, you can escalate to the manufacturer and explore other avenues while staying within your warranty terms.

Steps to Take When the Dealer Stops Responding

First, organize your file. Make a simple timeline with dates of each symptom, repair visit, and phone call. Gather repair orders, estimates, photos or videos of the defect, and any loaner/rental receipts. Create a short, factual description of what the car does, when it happens, and how often (for example, “Transmission jerks between 1st–2nd gear at 10–20 mph, daily, especially when warm”). Clear records make it easier for a new service advisor, a manufacturer case manager, or an attorney to understand the pattern.

Next, put your request to the dealer in writing. Email the service manager and the general manager asking for a warranty repair appointment, and attach the timeline and past repair orders. If there’s no response within a reasonable time, send a brief, polite letter by certified mail, return receipt requested, to the dealership and to the vehicle manufacturer’s customer care address (found in your warranty booklet). Ask for a prompt inspection and repair under warranty. Keep copies of everything. Continue making your loan or lease payments and maintain insurance; stopping payments can harm your credit and does not help a warranty claim.

If the silence continues, escalate beyond the local dealer. Open a case directly with the manufacturer and ask for a case number and written confirmation. Some brands participate in dispute programs such as BBB Auto Line—check your warranty booklet to see if that path is available or required. You can also file a complaint with the California Bureau of Automotive Repair if the shop refuses to document visits, and report serious safety defects to NHTSA. If the vehicle is unsafe, ask the manufacturer for a loaner; document any denial. At this point, many consumers speak with a California lemon law attorney to evaluate options and deadlines, including how and when to give formal notice of a final repair opportunity. ZapLemon can review your records, explain your rights, and discuss next steps based on your situation.