Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealer and to Chevrolet. Normally, any concerns with the sales transaction or the operation of your chassis 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 your Chevrolet Customer Assistance Center by calling 1-800-222-1020. In Canada, contact GM of Canada Central Office by calling 1-800-263-3777: English or 1-800-263-7854: French.
We encourage you to call the toll-free number in order to give your inquiry prompt attention. Please have the following information available to give the Customer Assistance Representative:
| • | The Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate above the top of the instrument panel on the driver side, and visible through the windshield. |
| • | The dealer name and location |
| • | The vehicle's delivery date and present mileage |
When contacting Chevrolet, please remember that your concern will likely be resolved at a dealer's facility. 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 chassis. However, if you continue to remain unsatisfied after following the procedure outlined in Steps One and Two, you can file with the 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 Cutaway Chassis Limited Warranty. Although you are required to resort to this informal dispute resolution program prior to filing any 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
Telephone Number: 1-800-955-5100
www.dr.bbb.org/goauto
This program is available in all 50 states and the District of Columbia. 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 chassis 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 Chevrolet Customer Assistance Center.
Assistance For Text Telephone (TTY) Users
To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), Chevrolet has TTY equipment available at its Customer Assistance Center and Roadside Assistance Center.
The TTY for the Chevrolet Customer Assistance Center is:
1-800-833-2438 in the United States
1-800-263-3830 in Canada
The TTY for the Chevrolet Roadside Assistance Center is:
1-888-889-2438 in the U.S.
Chevrolet Roadside Assistance
Chevrolet is proud to offer the response, security, and convenience of Chevrolet's 24-hour Roadside Assistance Program for a period of 5 years or 100,000 miles, whichever comes first. Consult your dealer or refer to the owner manual for details. The Chevrolet Roadside Assistance Center can be reached by calling 1-800-CHEV-USA (1-800-243-8872).
Roadside Assistance is not part of or included in the coverage provided by the New Vehicle Limited Warranty. General Motors and General Motors of Canada Limited reserve the right to make any changes or discontinue the Roadside Assistance program at any time without notification.
Chevrolet 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 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 New Vehicle Limited Warranty. General Motors and General Motors of Canada Limited reserve the right to make any changes or discontinue the Courtesy Transportation program at any time without notification.
Warranty Information for California Only
California Civil Code Section 1793.2(d) requires that, if GM or its representatives are unable to repair a new motor vehicle to conform to the vehicle's applicable express warranties after a reasonable number of attempts, GM shall either replace the new motor vehicle or reimburse the buyer the amount paid or payable by the buyer. California Civil Code Section 1793.22(b) creates a presumption that GM has had a reasonable number of attempts to conform the vehicle to its applicable express warranties if, within 18 months from delivery to the buyer or 18,000 miles on the vehicle's odometer, whichever occurs first, one or more of the following occurs:
| • | The same nonconformity results in a condition that is likely to cause death or serious bodily injury if the vehicle is driven AND the nonconformity has been subject to repair two or more times by GM or its agents AND the buyer or lessee has directly notified GM of the need for the repair of the nonconformity. |
| • | The same nonconformity has been subject to repair four or more times by GM or its agents AND the buyer has notified GM of the need for the repair of the nonconformity. |
| • | The vehicle is out of service by reason of repair nonconformities by GM or its agents for a cumulative total of more than 30 calendar days after delivery of the vehicle to the buyer. |
NOTICE TO GM AS REQUIRED ABOVE SHALL BE SENT TO THE FOLLOWING ADDRESS:
General Motors Corporation
P.O. Box 33170
Detroit, MI 48232-5170
Fax Number: 1-866-962-2868
When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your Vehicle Identification Number (VIN).
Special Coverage Adjustment Programs Beyond the Warranty Period
Chevrolet is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when Chevrolet will establish a special coverage 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. Check with your Chevrolet dealer or call Chevrolet Customer Assistance to determine whether any special coverage adjustment program is applicable to your chassis.
When you make an inquiry, you will need to give the year, model, and mileage of your chassis and your Vehicle Identification Number (VIN).
Customer Assistance Offices
Chevrolet encourages customers to call the toll-free telephone number for assistance. However, if you wish to write or e-mail Chevrolet, refer to the address listed below.
United States
Chevrolet Customer Assistance Center
P.O. Box 33172
Detroit, MI 48232-5172
www.Chevrolet.com
1-800-222-1020
1-800-833-2438 (For Text Telephone devices (TTYs))
Roadside Assistance:
1-800-CHEV-USA (243-8872)
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
1-800-496-9994
Canada
Customer Assistance Centre, CA1-163-005
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-268-6800
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
Online Owner Center (U.S.) -- www.gmownercenter.com/chevrolet
Information and services customized for your specific vehicle -- all in one convenient place.
| • | Digital owner manual, warranty information, and more |
| • | Online service and maintenance records |
| • | Find Chevrolet dealers for service nationwide |
| • | Exclusive privileges and offers |
| • | Recall notices for yor specific vehicle |
| • | OnStar® and GM Cardmember Services Earnings summaries |
Other Helpful Links:
Chevrolet - www.chevrolet.com
Chevrolet Merchandise -- www.chevymall.com
Help Center -- www.chevrolet.com/helpcenter
| • | FAQ |
| • | Contact Us |
My GM Canada (Canada) -- www.gm.ca
My GM Canada is a password-protected section of www.gm.ca where you can save information on GM vehicles, get personalized offers, and use handy tools and forms with greater ease.
Here are a few of the valuable tools and services you will have access to:
| • | My Showroom: Find and save information on vehicles and current offers in your area. |
| • | My Dealers/Retailers: Save details such as address and phone number for each of your preferred GM dealers/retailers. |
| • | My Driveway: Access quick links to parts and service estimates, check trade-in values, or schedule a service appointment by adding the vehicles you own to your driveway profile. |
| • | My Preferences: Manage your profile and use tools and forms with greater ease. |
To sign up, visit the My GM Canada section within www.gm.ca.
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealership and to General Motors. Normally, any questions or concerns with 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 dealer management. Normally, concerns can be 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 Customer Communication Centre in Oshawa by calling 1-800-263-3777 (English), 1-800-263-7854 (French) 7:30 a.m. to 11:30 p.m. Eastern Standard Time. (For Customer Assistance Offices in the U.S. contact the listed General Motors Division Customer Assistance Office.)
For prompt assistance, please have the following information available to give to the Customer Communication Advisor:
| • | Your name, address, home and business telephone number |
| • | Vehicle Identification Number (This is available from the vehicle registration or title, or the plate above the left top of the instrument panel and visible through the windshield.) |
| • | Dealership name and location. |
| • | Vehicle's delivery date and present odometer reading. |
| • | Nature of concern |
General Motors encourages customers to call their 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. The address is listed under "Customer Assistance Offices".
When contacting General Motors, please remember your concern will likely be resolved in 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 General Motors Customer Communication Centre, 1-800-263-3777 (English), 1-800-263-7854 (French), or you may write to the Mediation/Arbitration Program, c/o Customer Communication Centre, General Motors of Canada Limited, Mail Code: CA1-163-005, 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.
Courtesy Transportation
If your vehicle requires warranty repairs during the 5 year/160 000 kilometres (8 year/160 000 kilometres for the GMC Yukon and Chevrolet Tahoe Two-mode Hybrid, GMC Sierra and the Chevrolet Silverado Two-mode Hybrid vehicles) 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. Check with your General Motors dealer or call GM's Customer Communication Centre 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
Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-3777 (English)
1-800-263-7854 (French)
*1-800-263-3830
www.gmcanada.com
BUICK
Customer Assistance Center
P.O. Box 33136
Detroit, Michigan 48232-5136
1-800-521-7300
*1-800-832-8425
CHEVROLET
Customer Assistance Center
P.O. Box 33170
Detroit, Michigan 48232-5170
1-800-222-1020
*1-800-833-2438
GMC TRUCK
Pontiac-GMC
Customer Assistance Center
P.O. Box 33172
Detroit, Michigan 48232-5172
1-800-462-8782
*1-800-462-8583
HUMMER
Hummer Customer Assistance Center
P.O. Box 33177
Detroit, Michigan 48232-5177
1-866-486-6376
*1-800-462-8583
PONTIAC
Pontiac-GMC
Customer Assistance Center
P.O. Box 33172
Detroit, Michigan 48232-5172
1-800-762-2737
*1-800-833-7668
From:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
1-800-496-9994
313-381-0022
All Overseas Offices
Please contact the local General Motors Business Unit.
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
*For use with Text Telephone devices (TTYs)
Online Owner Center
The Online Owner Center is a resource for your GM ownership needs. Specific vehicle information can be found in one place.
The Online Owner Center allows you to:
| • | Get e-mail service reminders. |
| • | Keep track of your vehicle's service history and maintenance schedule. |
| • | Find GM dealers for service nationwide. |
Refer to the web for updated information.
To register your vehicle, visit My GM Canada within www.gmcanada.com.
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealership and to General Motors. Normally, any questions or concerns with the sales transaction or the operation of your chassis 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 dealer management. Normally, concerns can be 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 by the dealership without further help, contact the Customer Communication Centre in Oshawa by calling 1-800-263-3777 (English) 1-800-263-7854 (French) 7:30 a.m. to 11:30 p.m. Eastern Standard Time. (For Customer Assistance Offices in the U.S. contact the listed General Motors Division Customer Assistance Office.)
For prompt assistance, please have the following information available to give to the Customer Communication Advisor:
| • | Your name, address, home and business telephone number |
| • | Vehicle Identification Number (This is available from the vehicle ownership or registration, or the plate above the left top of the instrument panel and visible through the windshield.) |
| • | Dealership name and location. |
| • | Chassis delivery date and present odometer reading. |
| • | Nature of concern |
General Motors encourages customers to call their 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.
When contacting General Motors, please remember your concern will likely be resolved in 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.
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.
Courtesy Transportation
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.
During the warranty coverage period, alternate transportation and/or reimbursement of certain transportation expenses will be available under the Courtesy Transportation Program if your vehicle requires warranty repairs. Several transportation options are available. Consult your dealer for details.
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 General Motors dealership or call GM's Customer Communication Centre Toll Free "800" number to determine whether any Special Policy Adjustment program is applicable to your chassis. When you make an inquiry, you will need to give the year, model and odometer reading of your chassis and your Vehicle Identification Number (VIN).
Customer Assistance Offices
When calling for assistance, ask for the Customer Communication Centre Advisor.
CANADA
Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-3777 (English)
1-800-263-7854 (French)
*1-800-263-3830
CHEVROLET
Customer Assistance Center
Chevrolet Motor Division
P.O. Box 7047
Troy, Michigan 48007-7047
1-800-222-1020
*1-800-833-2438
*For use with Text Telephone devices (TTYs)
GMC TRUCK
Pontiac-GMC
Customer Assistance Center
P.O. Box 436008
Pontiac,, Michigan 48343-6008
1-800-462-8782
*1-800-462-8583
From:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
1-800-496-9994
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
