Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealership and to General Motors. Normally, any questions or concerns regarding the sales transaction or the operation of your vehicle will be resolved by your dealership's Sales or Service Departments. Sometimes, however, despite the best intentions of all concerned, misunderstandings can occur. If your concern has not been resolved to your satisfaction, the following steps should be taken:

STEP ONE - Discuss your concern with a member of dealership management. Normally, concerns can be quickly resolved at that level. If the concern has already been reviewed with the Sales, Service, or Parts Manager, contact the owner of the dealership or the General Manager.

STEP TWO - If after contacting a member of dealership management, it appears your concern cannot be resolved at the dealership without further help, contact the Canadian Cadillac Customer Communication Centre in Oshawa by calling 1-888-446-2000, 7:30 a.m. to 11:30 p.m. Eastern Standard Time. (In the U.S. contact the listed Cadillac Customer Assistance Centre.)

For prompt assistance, please have the following information available to give to the Customer Communication Advisor:

General Motors encourages customers to call its toll-free number for assistance. However, if a customer wishes to write to General Motors, the letter should be addressed to General Motors Customer Communication Centre in Oshawa. Refer to "Customer Assistance Offices" for the address or refer to "Owner Assistance Request Form" for a convenient form for your use.

When contacting General Motors, please remember your concern will likely be resolved at the dealership, using the dealer's facilities, equipment and personnel. This is why we suggest you follow Step One first if you have a concern.

General Motors of Canada Limited Participation in the Mediation/Arbitration Program

STEP THREE: In the event that you do not feel your concerns have been addressed after following the procedure outlined in steps 1 and 2, General Motors of Canada Limited wants you to be aware of its participation in a no-charge Mediation/Arbitration program. General Motors of Canada Limited has committed to binding arbitration of owner disputes involving factory-related vehicle service claims. The program provides for the review of the facts involved by an impartial third party arbiter, and may include an informal hearing before the arbiter. The program is designed so that the entire dispute settlement process, from the time you file your complaint to the final decision, should be completed in approximately 70 days. We believe our impartial program offers advantages over courts in most jurisdictions because it is informal, quick, and free of charge.

For further information concerning eligibility in the Canadian Motor Vehicle Arbitration Plan (CAMVAP), call toll-free 1-800-207-0685. Alternatively you may call the Canadian Cadillac Customer Communication Centre, 1-888-446-2000, or you may write to the Mediation/Arbitration Program, c/o Canadian Cadillac Customer Communication Centre, General Motors of Canada Limited, 1908 Colonel Sam Drive, Oshawa, Ontario L1H 8P7. Your inquiry should be accompanied by your Vehicle Identification Number (VIN).

Customer Assistance for Text Telephone (TTY) Users

To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), General Motors of Canada Limited has TTY equipment available at its Customer Communication Centre in Oshawa, Ontario.

Any TTY user can communicate with GM by dialing this toll-free number: 1-800-263-3830.

Cadillac Roadside Service

Roadside Assistance is not part of or included in the coverage provided by the General Motors of Canada Limited Warranty. General Motors of Canada Limited reserves the right to make any changes or discontinue the Roadside Assistance Program at any time without notification.

General Motors of Canada Limited is proud to offer new Cadillac buyers the response, security and convenience of the 24-hour Cadillac Roadside Service Program. Please refer to your Owner Manual for details, or consult your dealer. The toll-free number for Cadillac Roadside Service is 1-800-882-1112.

Courtesy Transportation

If your vehicle requires warranty repairs during the 5 year/160 000 kilometres (8 year/160 000 kilometres for the Escalade Two-mode Hybrid vehicle) coverage period, alternate transportation and/or reimbursement of certain transportation expenses are available under the Courtesy Transportation Program. Several transportation options are available. Consult your dealer or refer to the owner manual for details.

Courtesy transportation is not part of or included in the coverage provided by the General Motors of Canada Limited Warranty. General Motors of Canada Limited reserves the right to make any changes to, or discontinue the Courtesy Transportation program at any time without notification.

Special Policy Adjustment Programs Beyond the Warranty Period

General Motors of Canada Limited is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when General Motors of Canada Limited will establish a Special Policy Adjustment program to pay all or part of the cost of certain repairs not covered by the warranty or to reimburse certain repair expenses you may have incurred. From time to time, check with your Cadillac dealership or call GM's Customer Communication Centre Toll Free "800" number to determine whether any Special Policy Adjustment program is applicable to your vehicle. When you make an inquiry, you will need to give the year, model and odometer reading of your vehicle and your Vehicle Identification Number (VIN).

Customer Assistance Offices

When calling for assistance, ask for the Customer Communication Centre Advisor.

CANADA

Canadian Cadillac Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com

1-888-446-2000

*1-800-263-3830

Roadside Service: 1-800-882-1112

UNITED STATES

Customer Assistance Center
Cadillac Motor Car Division
P.O. Box 33169
Detroit, MI 48232-5169

1-800-458-8006

*1-800-833-2622

Roadside Service: 1-800-882-1112

*(For Text Telephone devices (TTYs))

From:

Puerto Rico:

1-800-496-9992 (English)

1-800-496-9993 (Spanish)

U.S. Virgin Islands

1-800-496-9994

Fax Number:

313-381-0022

Mexico, Central America and Caribbean Islands/Countries (Except Puerto Rico and U.S. Virgin Islands)

General Motors de Mexico, S. de R.L. de C.V.
Customer Assistance Center
Paseo de la Reforma # 2740
Col. Lomas de Bezares
C.P., 11910 Mexico, D.F.

01-800-508-0000

Long Distance: 011-52-53 29 0 800

Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to GM. Normally, any concerns with the sales transaction or the operation of your vehicle will be resolved by your dealer's sales or service departments. Sometimes, however, despite the best intentions of all concerned, misunderstandings can occur. If your concern has not been resolved to your satisfaction, the following steps should be taken:

STEP ONE:  Discuss your concern with a member of dealer management. Normally, concerns can be quickly resolved at that level. If the matter has already been reviewed with the sales, service, or parts manager, contact the owner of the dealer facility or the general manager.

STEP TWO:  If after contacting a member of dealer management, it appears your concern cannot be resolved by the dealer without further help contact the GM Customer Assistance Center . See below for the address and phone number. Provide them with:

When contacting the Customer Assistance Center, remember that your concern will likely be resolved at a dealer's facility, using the dealer's facilities, equipment, and personnel. That is why we suggest you follow Step One first if you have a concern.

STEP THREE: Both GM and your GM dealer are committed to making sure you are completely satisfied with your new vehicle. However, if you continue to remain unsatisfied after following the procedure outlined in Steps One and Two, you should file with the Better Business Bureau (BBB) Auto Line Program to enforce any additional rights you may have.

The BBB Auto Line Program is an out of court program administered by the Council of Better Business Bureaus to settle automotive disputes regarding vehicle repairs or the interpretation of the New Vehicle Limited Warranty. Although you may be required to resort to this informal dispute resolution program prior to filing a court action, use of the program is free of charge and your case will generally be heard within 40 days. If you do not agree with the decision given in your case, you may reject it and proceed with any other venue for relief available to you.

You may contact the BBB Auto Line Program using the toll-free telephone number or write them at the following address:

BBB Auto Line Program
Council of Better Business Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1804
www.lemonlaw.bbb.org

Telephone: 1-800-955-5100

This program is available in all 50 states, the District of Columbia, and Puerto Rico. Eligibility is limited by vehicle age, mileage, and other factors. GM reserves the right to change eligibility limitations and/or to discontinue its participation in this program.

State Warranty Enforcement Laws

Laws in many states permit owners to obtain a replacement vehicle or a refund of the purchase price under certain circumstances. The provisions of these laws vary from state to state. To the extent allowed by state law, GM requires that you first provide us with written notification of any service difficulty you have experienced so that we have an opportunity to make any needed repairs before you are eligible for the remedies provided by these laws. Your written notification should be sent to the GM Customer Assistance Center.

Special Coverage Adjustment Programs Beyond the Warranty Period

General Motors Corporation is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when GM will establish a special coverage adjustment program to pay all or part of the cost of certain repairs not covered by the warranty. Check with your GM dealer or the nearest GM office to determine whether any special coverage adjustment program is applicable to your vehicle.

When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your Vehicle Identification Number (VIN).

GM Dealers

Alberic Colon Auto Sales, Inc.
Ave. John F. Kennedy Km. 2.6
Pueblo Viejo, Puerto Rico 00936

(787) 793-2222 Ext. 300

Caribbean Auto Mart
4004 Ana's Retreat
St. Thomas, USVI 00801

(340) 775-0600

Caribbean Auto Mart - St. Croix, Inc.

1-B Estate Glen
St. Croix, USVI 00850

(340) 778-0600

Benitez Buick/Pontiac/GMC/Chevrolet

Road No. 1 Km. 32.6
Bo. Bairoa, Caguas, Puerto Rico 00726

(787) 746-6262

Cabrera Hermanos, Inc.

Road No. 2 Km. 80
Hm 6, Arecibo, Puerto Rico 00614

(787) 880-8080

Losada Auto Truck, Inc.

Road No. 2 Km. 16.7
Bayamon, Puerto Rico 00621

(787) 785-9190

Royal Motors Corporation

65th Infantry Highway Km. 5.3
Rio Piedras, Puerto Rico 00929

(787) 750-6000

Customer Assistance Center

General Motors Customer Assistance Center
P.O. Box 33136
Detroit, MI 48232-5136

1-800-496-9992 (English) Puerto Rico

1-800-496-9993 (Spanish) Puerto Rico

1-800-496-9994 (English) U.S. Virgin Islands

Roadside Assistance

General Motors is proud to offer the response, security, and convenience of the 24-hour Roadside Assistance Program for a period of 5 years or 100,000 miles/160,000 km, whichever comes first. For details, consult any authorized GM dealer.

The Roadside Assistance Centers can be reached by calling the corresponding numbers below:

Chevrolet

1-800-243-8872

GMC

1-800-462-8782

Roadside Assistance is not part of or included in the coverage provided by the New Vehicle Limited Warranty. General Motors reserves the right to make any changes or discontinue the Roadside Assistance program at any time without notification.

GM Courtesy Transportation

If your vehicle requires warranty repairs during the 5 year/100,000 mile warranty coverage period, alternate transportation and/or reimbursement of certain transportation expenses may be available under the Courtesy Transportation Program. Several transportation options are available. Consult your dealer or refer to the owner manual for details.

Courtesy Transportation is not part of or included in the coverage provided by the New Vehicle Limited Warranty. General Motors reserves the right to make any changes or discontinue the Courtesy Transportation program at any time without notification.