WARRANTY CLAIMS & ISSUES

It is our desire to serve you as quickly and effectively as possible. Please search through the headings below to find important warranty information. If you have a Warranty related question and cannot find the answer under the headings below, please e-mail our Warranty Administration Office: warranty@factorydirectbussales.com or call us at 914-592-2872 ask for Warranty.

We at Factory Direct are eager to ensure your continued satisfaction with your new bus.  There may come a time when repair covered under your Warranty Policy is needed. The following information is provided to help you understand how to utilize the warranty services and get your bus back on the road.

WE ARE YOUR ADVOCATE!

Factory Direct Bus Sales, Inc. acts solely as an administrator of the warranties for each component manufacturer. The Original Equipment Manufacturer (OEM) provides to you their own expressed warranty. Factory Direct Bus Sales covers only what the OEM explicitly states in the owner's certificate. If you are unable to locate this certificate, please contact our Warranty Administration Office, and we would be happy to provide you with another one. 
The warranty policy described in each individual owner's certificate is intended to cover the reasonable cost of making repairs to your bus for parts that fail within the designated warranty period. Having the cost of a repair covered under the warranty policy means you have followed all the maintenance procedures outlined in the Owner's Manual. It also means the part failed within the designated warranty period. The Warranty Policy does not cover routine maintenance. It, also, does not cover repairs for parts failing outside the designated warranty period. If you have any questions, please e-mail our Warranty Administration Office: warranty@factorydirectbussales.com  or call us at 914-592-2872 ask for Warranty. 

Procedures for Filing a Warranty Claim

If you experience a problem with your new bus, it is imperative you contact our Warranty Administration Department prior to making the repair. Together we will come to a solution to get your bus back into operation with the least amount of inconvenience.

1) Contact Factory Direct Bus Sales' Warranty Administration Office immediately to obtain repair authorization. Factory Direct will obtain the pertinent information from the customer such as bus body number, mileage, cause of problem, and approximate repair cost. Please have that information available before contacting our Warranty Administration Office.

You may file a warranty claim using several, convenient methods: By phone: (914) 592-2875 or TOLL FREE (888) 275-7425 administrative office By FAX: (914) 592-0285 By e-mail: warranty@factorydirectbussales.com By electronic form Follow link:

2) Depending on the type of problem, our Warranty Administration Office will discuss with you the best way to get your bus back on the road. We may ask you to return the bus to our service facility or take it to another authorized warranty service facility. If circumstances warrant, you will be given authorization to repair it at your own facility.

3) In order for us to assist you with warranty reimbursements through the OEM warranty, any parts used in the approved repair must be obtained through Factory Direct Bus Sales. Once you have received authorization and the replacement part(s) (if necessary) from Factory Direct Bus Sales, you may then perform the required repair.

4) Return the failed part along with your completed repair invoice to the Factory Direct Bus Sales' Warranty Administration Office. Prior to sending the invoice, please ensure it contains the following information: body number, mileage, complaint, cause of failure, and correction.

 
5) Upon receipt of the failed part and repair invoice, Factory Direct Bus Sales will credit your account for the cost of the failed part(s) and file a claim back to the OEM to obtain additional credit for any approved labor costs incurred.

 
For more information call us at
914-592-2872 and ask for Warranty.