Warranty Admin. - Courtesy Transportation and Roadside Assistance Programs
| Subject: | Warranty Admin -- Courtesy Transportation and Roadside Assistance Programs |
| Models: | 2008 and Prior Passenger Cars and Trucks (Including Saturn and Saab) |
| 2008 and Prior HUMMER H2, H3 |
| Attention: | GM of Canada and IPC dealers are not authorized to utilize this service bulletin. GM of Canada dealers/retailers should refer to the most recent Home Office Letters for program details. |
This bulletin is being revised to add models and model years and to update the information. Please discard Corporate Bulletin Number 68-05-02B.
Important: Additional information can be found in P&P sections 1.4.12 and 1.4.13.
Roadside Assistance Program
Each division has a "Roadside Assistance" program to aid owners with emergency and other services*. This customer support program is for all GM vehicle purchase and lease customers within the bumper-to-bumper period of the New Vehicle Limited Warranty and the 5 year/100,000 mile terms of the Duramax Diesel Engine Warranty. For 2007 and future vehicles, Roadside Assistance is available for warranty repairs within the bumper-to-bumper and 5 year/100,000 miles powertrain coverage. Additionally, towing may be available for non-warranty repairs during the 5 year/100,000 mile warranty.
| • | 24-hour, 7 day/week toll-free 800 phone assistance |
| • | Emergency fuel delivery (legal roadways) |
| • | Battery jump start |
| • | Lock-out assistance |
| • | Trip interruption assistance (excluding Chevrolet, Pontiac and Buick) |
| • | Flat tire change (tire repair/replacement cost may be customer pay) |
| • | Trip routing (excluding Chevrolet, Pontiac and Buick) |
| • | Towing (legal roadways) |
All "Roadside Assistance" programs, excluding service provided by Cadillac and HUMMER Roadside service technicians, are provided by a common supplier, GM Roadside Assistance. Refer to the Warranty and Owner Assistance Information booklets for the corresponding Roadside Assistance phone numbers and additional details.
* Medium Duty Trucks include tow services only.
Courtesy Transportation Programs
Program Coverage and Eligibility
Courtesy Transportation can be made available for:
| • | All GM vehicle purchase and lease customers within the bumper-to-bumper period of the New Vehicle Limited Warranty and the 5 year/100,000 mile terms of the Duramax Diesel Engine Warranty. |
| • | For 2007 and future vehicles, Courtesy Transportation is available for warranty repairs within the bumper-to-bumper and 5 year/100,000 mile powertrain coverage. |
| • | GM company-owned vehicles |
| • | May be used in conjunction with adjustments outside the warranty on a case-by-case basis. |
Important: Eligibility for Courtesy Transportation related to product recalls and special policies will be addressed in the applicable bulletin.
Courtesy Transportation should not be provided for:
| • | Vehicles in daily and long-term rental service |
| • | Dealer-owned vehicles |
| • | Vehicles in dealer demonstrator service |
| • | Non-warranty dealer-provided services |
Courtesy Transportation Options
Important: Cadillac/HUMMER H2 and H3 customers may be offered reimbursement for fuel, public transportation or provided with a rental vehicle for same days repairs.
| • | Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternative and should be considered anytime a warranty service appointment is scheduled or an eligible vehicle is brought in for a warranty repair. If the dealer does not operate a shuttle service, then the customer may utilize public transportation (taxi, bus, train, etc.) up to $5. |
| • | Reimbursement for Fuel Provided - When an eligible vehicle is unavailable due to overnight warranty repairs, customer who elect to utilize rides for another person (i.e. friend, neighbor, etc.) in lieu of a rental vehicle may receive reimbursement for their actual cost (based on paid receipts) of fuel purchased up to $10 per day, $50 maximum. |
| • | Reimbursement for Use of Public Transportation - When an eligible vehicle is unavailable due to overnight warranty repairs, customers who use any form of public transportation in lieu of a rental vehicle may receive reimbursement for their actual cost (based on paid receipts, understanding that receipts may not always be available) up to $37 per day, $111 maximum. |
Reimbursement for a Rental Vehicle (except Cadillac/HUMMER)
When an eligible vehicle is unavailable due to overnight warranty repairs, a rental vehicle up to a maximum of $42 (for most GM vehicles) per day may be provided.
| • | $42 only applies when a vehicle is rented from Enterprise Rent-A-Car or when a dealer-owned daily rental is used. |
| • | $37 applies if the dealer rents an Enterprise unit or dealer-owned daily rental that is from the category listed below under the section titled Vehicle Rental Fulfillment Guidelines (except Cadillac/HUMMER). |
| • | If the dealer supplies a rental vehicle from another rental agency, the daily rate is also $37, regardless of make or model. |
| • | If the dealer does not rent a GM vehicle, there will be no reimbursement. (Extenuating circumstances should be reviewed with your District Service Manager if a GM vehicle cannot be found.) |
| • | The maximum vehicle rental reimbursement period is 3 days. Wholesale authorization is required on any rental 4 or more days. |
| • | Effective 4/1/07, all 2 and 3 day rentals will require Dealer Service Management authorization except for Cadillac and HUMMER. |
After July 1, 2004 there will be no reimbursement if a GM vehicle is not rented.
Reimbursement for a Rental Vehicle - Cadillac, HUMMER and Saab Only
When an eligible vehicle is unavailable due to any warranty repair, a rental vehicle up to a maximum of $45 per day may be provided when a Cadillac or HUMMER is rented.
| • | $45 only applies when a Cadillac/HUMMER/Saab 9-5 vehicle is rented from Enterprise Rent-A-Car or when a dealer-owned daily Cadillac/HUMMER/Saab 9-5 rental is used. |
| • | Any other GM vehicles (excluding Cadillac, HUMMER and Saab 9-5) can be rented at a $42 daily reimbursement rate if they are rented through Enterprise Rent-A-Car or part of the dealer's own daily rental fleet, with the exception of those vehicles listed below in the section titled Vehicle Rental Fulfillment Guidelines Cadillac/HUMMER. These vehicles will be reimbursed at $37 per day. |
| • | If the dealer rents a Cadillac/HUMMER/Saab 9-5 vehicle from another rental agency, the daily rate is $40. |
| • | If the dealer does not rent a GM vehicle, there will be no reimbursement. (Extenuating circumstances should be reviewed with your District Service Manager is a GM vehicle cannot be found.) |
| • | The maximum vehicle rental reimbursement period is 3 days. Wholesale authorization is required on any rental 4 or more days. Cadillac and HUMMER will require Service Management authorization after 3 days. Wholesale authorization is still required for 4 or more days. (PAC is required for Saab vehicles.) |
| • | Effective 4/1/07, all three day rentals will require Dealer Service Management authorization for Cadillac and HUMMER. |
After July 1, 2004 there will be no reimbursement if a GM vehicle is not rented.
High Expense Geographic Areas
Some dealer have been designated as "high expense" because they operate in higher cost of living areas. These dealers have been notified in writing if they qualify for "high cost" and the maximum daily rate they can charge. High expense dealers must use Enterprise Rent-A-Car or dealer daily rental vehicle to qualify for high expense reimbursement.
| • | Enterprise Rent-A-Car has been designated GM's preferred supplier of Courtesy Transportation vehicles obtained from a source outside of the dealership. Through a national agreement, Enterprise will maintain a fleet of GM vehicles for the purpose of meeting our customer's courtesy transportation needs. It is preferable for dealers to contact Enterprise first when obtaining a rental vehicle from outside the dealership. |
| • | Enterprise will maintain a fleet of Cadillac and/or HUMMER vehicles for meeting Cadillac and HUMMER customer needs. |
| • | Enterprise will maintain a fleet of GM vehicles meeting all other GM customer needs. |
In the event that a concern arises between the dealer and the local Enterprise Rent-A-Car agency on GM vehicle availability for daily rental charges, the dealer should review it with their District Service Manager. Contact will be made with the Corporate Enterprise Rent-A-Car headquarters for resolution.
Vehicle Rental Fulfillment Guidelines (non Cadillac and HUMMER)
In the past, GM has recommended that the dealer rent a vehicle that is the same model, or at least the same make of the vehicle that the customer owns. Dealers now have the flexibility to offer an upgrade to the customer of a higher class of rental from that which is being serviced. This could be an important marketing tool for the dealership in exposing different products to customers for future purchasing considerations. In addition, if the same model or make is not available it is recommended that the customer's needs be filled by the same class of vehicle (i.e. an SUV for an SUV).
All vehicles listed below will be reimbursed at $37 per day from Enterprise Rent-A-Car, dealer-owned daily rental, or any other rental agency.
Chevrolet Aveo, Chevrolet Cobalt, Chevrolet HHR, Chevrolet Malibu (including Maxx)
Pontiac Vibe, Pontiac G5, Pontiac G6
Saturn ION, Saturn Astra (used as rental vehicles)
Any other GM vehicles (excluding Cadillac, HUMMER and Saab 9-5) can be rented at a $42 daily reimbursement rate if they are rented through Enterprise Rent-A-Car or part of the dealer's own daily rental fleet. If Enterprise or the dealer's own rental fleet is not used, the reimbursement for a GM vehicle remains at $37 per day.
Example:
Vehicle Being Serviced | Rental Agency | Vehicle Rented | Allowance |
|---|---|---|---|
Chevrolet Cobalt | Enterprise | Pontiac Grand Prix | $42 |
Buick Enclave | Enterprise | Chevrolet Avalanche | $42 |
Buick Lucerne | Enterprise | Chevrolet Cobalt | $37 |
GMC Yukon | Alamo | GMC Yukon | $37 |
Saab 9-3 | Dealer Owned | Saab 9-3 | $42 |
Pontiac Vibe | Enterprise | Ford Focus | $0 |
Vehicle Rental Fulfillment Guidelines for Cadillac, HUMMER and Saab
Cadillac, HUMMER and Saab dealers now also have the flexibility to offer a different make and model of a rental vehicle for customers. However, the rental reimbursement rate will be $45 per day only if a Cadillac/HUMMER/Saab is provided through Enterprise or a dealer-owned daily rental.
Example:
Vehicle Being Serviced | Rental Agency | Vehicle Rented | Allowance |
|---|---|---|---|
Cadillac CTS | Enterprise | Cadillac DeVille | $45 |
HUMMER H2 | Enterprise | Chevrolet Suburban | $42 |
Cadillac Escalade | Avis | Cadillac CTS | $40 |
Cadillac XLR | Dealer Owned | Cadillac DeVille | $45 |
Saab 9-5 | Enterprise | Saab 9-5 | $45 |
Cadillac DTS | Enterprise | Lincoln LS | $0 |
Rental Vehicle Program Administration
| • | Effective immediately, dealers must record the rented vehicle VIN within the first 17 positions of the comment field on the warranty claim. This will provide us the ability to track the 100% GM-rented vehicle requirement. |
| • | After July 1, 2004 there will be no reimbursement if a GM vehicle is not rented. |
| • | Dealers may be subject to chargeback action in the event that the VIN information cannot be verified through the rental agency or if the dealer cannot substantiate the reasoning for using a non-GM rental vehicle. |
| • | Vehicles utilized for customer rentals are to be current or within the past two model years old. |
| • | GM is not responsible for rental vehicle insurance, taxes, levies or any sort of vehicle licensing fee. No additional charges can be added to the Enterprise Rental Agreement that would cause the daily rate to exceed the General Motors/Enterprise Contract Agreement. |
Scheduling
Service Visits - Scheduling service appointments increase dealer efficiency and customer satisfaction, while minimizing vehicle repair time. If the vehicle cannot be scheduled into the service department, is still operative and safe to drive, the customer should be encouraged to drive the vehicle. Scheduling service visits late in the afternoon or immediately prior to a weekend or holiday, when service will not be performed until the next working day, does not constitute an overnight repair, unless the vehicle is inoperative or unsafe to operate.
Complaint Code - Failure Code
As a reminder, use the appropriate Complaint Code (MJ) and Failure Code (98) for all Courtesy Transportation claims.
Saab dealers should use the appropriate Failed Part Code, Reason Code and PAC for all Courtesy Transportation Claims.
Important: Roadside Assistance and Courtesy Transportation programs are not part of or included in the coverage provided by the New Vehicle Limited Warranty. GM reserves the right to modify or discontinue Roadside Assistance and Courtesy Transportation programs at any time.
These changes can be found in the 2008 version of the GM Service Policies and Procedures Manual, Article 1.4.13. The manual will be available in DealerWorld in October 2007. Please contact your Area Service Manager if you have questions regarding the Courtesy Transportation Program.
