Understanding the Vehicle Safety Complaints System

What is the Vehicle Safety Complaints System?

The vehicle safety complaints system is a formal mechanism managed by the National Highway Traffic Safety Administration (NHTSA) that allows consumers to report safety-related problems with their vehicles. This system serves as an early warning network that helps identify potential safety defects that could lead to recalls.

Consumer complaints play a crucial role in vehicle safety oversight. They provide real-world data that manufacturers and regulators use to detect patterns that might indicate widespread safety issues requiring corrective action.

Why Vehicle Complaints Matter

Early Detection

Consumer complaints often identify problems before they become widespread or cause serious injuries. A single complaint might seem isolated, but when combined with others, it can reveal a pattern indicating a systemic safety issue.

This early warning system has helped identify major safety issues like:

  • Unintended acceleration
  • Faulty ignition switches
  • Airbag deployment failures
  • Brake system malfunctions

Regulatory Action

NHTSA uses complaint data to:

  • Launch safety investigations
  • Evaluate the scope of known problems
  • Determine if a recall is warranted
  • Monitor recall completion rates
  • Assess manufacturer compliance with safety standards

In cases where multiple complaints show a serious safety risk, NHTSA can require manufacturers to issue a recall, even if the manufacturer initially resists.

Consumer Empowerment

The complaints system gives vehicle owners:

  • A voice in the regulatory process
  • Documented evidence of their issue
  • Access to reports about their vehicle model
  • Information for making informed purchasing decisions

In some cases, a complaint can help establish a paper trail if the issue later results in an accident, which could be relevant for insurance or legal matters.

When to File a Safety Complaint

Types of Issues to Report

You should file a safety complaint when you experience problems that could affect the safe operation of your vehicle or potentially cause harm to occupants. These include:

Critical Systems
  • Brake failures or reduced effectiveness
  • Steering malfunctions or loss of control
  • Sudden unintended acceleration
  • Engine stalling in traffic
  • Transmission issues affecting vehicle control
Safety Features
  • Airbags that deploy unexpectedly
  • Airbags that fail to deploy in a crash
  • Seat belt retractor or latch failures
  • Child safety seat anchor problems
  • Malfunctioning emergency braking systems
Structural & Visibility
  • Sudden shattering of windows or sunroofs
  • Windshield wiper failure during precipitation
  • Hood latch failures causing hood to open while driving
  • Door latch failures allowing doors to open while moving
Other Hazards
  • Electrical fires or smoke
  • Fuel leaks or fuel system problems
  • Wheels/tires separating from the vehicle
  • Electronic control system malfunctions
  • Battery or hybrid system failures causing hazards

When NOT to Use the Safety Complaint System

The safety complaint system is specifically for safety-related concerns. Don't use it for:

General Quality or Comfort Issues

Problems like poor fuel economy, normal wear and tear, uncomfortable seats, or dissatisfaction with features should be directed to the manufacturer's customer service department instead.

Dealer or Service Disputes

Complaints about dealer practices, service quality, or warranty disputes should be addressed to the manufacturer's customer relations department or your state's consumer protection agency.

Non-Safety Defects

Issues like peeling paint, interior trim problems, or entertainment system malfunctions (unless they could distract the driver) are not safety issues for NHTSA.

Using the complaint system for non-safety issues can delay the identification of genuine safety problems.

Before Filing a Complaint
  • Have your vehicle repaired and document the issue
  • Contact the manufacturer's customer service (they may resolve it)
  • Check if others have reported similar problems using NHTSA's database
  • Gather documentation including repair records, photos, and videos

How to File a Safety Complaint

Online Method (Preferred)

  1. Visit the NHTSA Website

    Go to https://www.nhtsa.gov/report-a-safety-problem or search for "NHTSA file a complaint"

  2. Select the Type of Complaint

    Choose between vehicle, equipment, tires, or child car seats

  3. Enter Vehicle Information

    You'll need to provide:

    • Make, model, year
    • Vehicle Identification Number (VIN)
    • Date the problem occurred
    • Vehicle mileage at the time of the incident

  4. Describe the Problem

    Provide a detailed description of the issue, including:

    • What happened and when
    • Whether it has happened multiple times
    • Any injuries or crashes that resulted
    • Whether the vehicle has been inspected or repaired

  5. Add Supporting Documents (Optional)

    You can upload photos, videos, repair records, or other documents to support your complaint

  6. Review and Submit

    Check your information for accuracy, then submit the complaint

Alternative Methods

By Phone

Call the NHTSA Vehicle Safety Hotline

1-888-327-4236

Monday-Friday, 8am-8pm ET

By Mail

U.S. Department of Transportation

National Highway Traffic Safety Administration

Office of Defects Investigation (NEF-100)

1200 New Jersey Avenue, SE

Washington, DC 20590

Tips for an Effective Complaint

  • Be specific - Include exact dates, speeds, conditions, and circumstances of the incident
  • Use clear language - Describe what happened in a straightforward way, avoiding technical jargon unless necessary
  • Include evidence - Attach repair orders, photos, or videos that document the problem
  • Document injuries - If anyone was hurt, include details about the nature and severity of injuries
  • Mention repeated occurrences - Note if the problem has happened multiple times
  • Report all safety issues - Even if your car has been recalled, file a complaint to document your experience

What Happens After You File

1. Documentation

Your complaint is added to NHTSA's database and you receive a confirmation. All complaints are assigned a unique ID number for tracking purposes.

2. Analysis

NHTSA reviews complaints to identify patterns. Similar complaints about the same make/model are grouped together to help detect potential safety defects.

3. Investigation

If enough similar complaints are received, NHTSA may open a formal investigation. This typically involves requesting information from manufacturers and conducting testing.

4. Potential Action

Investigations can lead to recalls, extended warranties, manufacturer service campaigns, or other safety actions. Not all complaints result in official action.

Note: NHTSA typically does not provide individual updates on your specific complaint. However, you can check the status of investigations related to your vehicle model on their website.

Using the Vehicle Safety Database

Accessing NHTSA's Safety Database

Beyond filing complaints, NHTSA's database is a valuable resource for consumers. You can search for existing complaints, investigations, recalls, and safety ratings for any vehicle.

How to Research a Vehicle

To search the database:

  1. Visit NHTSA.gov/recalls or SaferCar.gov
  2. Enter the vehicle's make, model, and year, or enter a specific VIN
  3. Review all safety information including:
    • Open recalls
    • Consumer complaints
    • Technical service bulletins
    • Ongoing investigations
    • Safety ratings and crash test results

This research is particularly valuable when:

  • Shopping for a used vehicle
  • Investigating a problem with your current vehicle
  • Checking if others have experienced the same issue
  • Researching the safety history of a vehicle model
Technical Service Bulletins (TSBs)

Technical Service Bulletins are documents that manufacturers provide to dealers with instructions for fixing common problems. Unlike recalls, TSBs don't always involve safety issues and repairs might not be free.

However, TSBs provide insight into known issues with your vehicle. NHTSA makes TSB summaries available in their database, though the full technical documents may require a request.

A TSB that matches your vehicle's symptoms can be valuable evidence when dealing with dealers for warranty repairs.

Success Stories

Takata Airbag Recall

The largest automotive recall in history began with consumer complaints about airbags that deployed with excessive force. NHTSA's investigation eventually led to the recall of over 67 million airbag inflators across multiple vehicle manufacturers.

GM Ignition Switch

Consumer complaints about vehicles stalling while driving led to the discovery of a faulty ignition switch that could shut off the engine and disable safety systems, including airbags. This resulted in a recall of 2.6 million vehicles.

Toyota Unintended Acceleration

After numerous complaints of vehicles accelerating without driver input, NHTSA's investigation led to multiple recalls for floor mat entrapment and sticky accelerator pedals, affecting millions of Toyota vehicles.

Your Role Is Important

These safety recalls all began with individual consumer reports. Your complaint could be the one that helps identify a pattern and leads to action that prevents injuries or saves lives.

Even if you don't see immediate action from your individual complaint, it becomes part of the data that safety regulators use to identify trends and potential defects.

Vehicle Recalls
Car Seat Safety