In 1986, Massachusetts became one of the first states to provide its consumers with state-run arbitration of lemon law disputes.
The benefits of the state-run arbitration program administered by the Executive Office of Consumer Affairs and Business Regulation (EOCABR) have been signifi cant for Massachusetts consumers. Arbitrators have decided in favor of consumers in nearly two-thirds of the cases heard through December 31, 1987. Consumers have received more than $3.2 million in refunds and replacements since the program began- $1.9 million in 1987 alone.
The 1987 statistics show an in crease in the volume of requests filed by consumers and dramatic shifts in the behavior of manufacturers. The Lemon Law Arbitration Program (LLAP) received 1,043 requests for arbitration in 1987.