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:
| • | Your name, address, and telephone number |
| • | The Vehicle Identification Number (VIN). This is available from the vehicle registration, title, or the plate above the left top of the instrument panel and visible through the windshield. |
| • | The dealer name and location |
| • | The vehicle's delivery date and present mileage |
| • | The nature of the concern. |
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 GlenSt. Croix, USVI 00850
(340) 778-0600
Benitez Buick/Pontiac/GMC/Chevrolet
Road No. 1 Km. 32.6Bo. Bairoa, Caguas, Puerto Rico 00726
(787) 746-6262
Cabrera Hermanos, Inc.
Road No. 2 Km. 80Hm 6, Arecibo, Puerto Rico 00614
(787) 880-8080
Losada Auto Truck, Inc.
Road No. 2 Km. 16.7Bayamon, Puerto Rico 00621
(787) 785-9190
Royal Motors Corporation
65th Infantry Highway Km. 5.3Rio 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.
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your dealer and to Saab. 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 Saab Customer Assistance Center by calling 1-800-955-9007. We encourage you to call the toll-free number in order to give your inquiry prompt attention. Have the following information available to give the Customer Assistance Representative:
| • | The Vehicle Identification Number (VIN). This is available from the vehicle registration, 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 Saab, 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 Saab and your Saab 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 can 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
Telephone: 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. Saab 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 sate law, Saab 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 Saab Customer Assistance Center.
Warranty Information for California Only
California Civil Code Section 1793.2(d) requires that, if Saab 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, Saab 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 Saab 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 Saab or its agents AND the buyer or lessee has directly notified Saab of the need for the repair of the nonconformity. |
| • | The same nonconformity has been subject to repair four or more times by Saab or its agents AND the buyer has notified Saab of the need for the repair of the nonconformity. |
| • | The vehicle is out of service by reason of repair nonconformities by Saab or its agents for a cumulative total of more than 30 calendar days after delivery of the vehicle to the buyer. |
NOTICE TO SAAB AS REQUIRED ABOVE SHALL BE SENT TO THE FOLLOWING ADDRESS:
Saab Customer Assistance Center
Saab Automobile U.S.A.
P.O. Box 33166
Detroit, MI 48232-5166
www.Saabusa.com
1-800-955-9007
1-800-833-2622 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-852-9001
When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your VIN.
Customer Assistance Offices
Saab encourages customers to call the toll-free telephone number for assistance. However, if you wish to write or e-mail Saab, refer to the address below.
United States
Saab Customer Assistance Center
Saab Automobile U.S.A.
P.O. Box 33166
Detroit, MI 48232-5166
www.Saabusa.com
1-800-955-9007
1-800-833-2622 (For Text Telephone devices (TTYs))
Roadside Assistance:
1-800-852-9001
Canada
General Motors of Canada Limited
Customer Communication Centre, CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
1-800-263-1999 (English and French)
1-800-268-3830 (For Text Telephone devices (TTYs))
Roadside Assistance: 1-800-268-6800
Assistance For Text Telephone (TTY) Users
To assist customers who are deaf or hard of hearing and who use Text Telephones (TTYs), Saab has TTY equipment available at its Customer Assistance Center.
The TTY for the Saab Customer Assistance Center is:
1-866-612-0380 in the United States
1-800-263-3830 in Canada
Saab Roadside Assistance
Saab is proud to offer the response, security, and convenience of Saab's 24-hour Roadside Assistance Program for a period of 4 years or 50,000 miles, whichever comes first. Consult your dealer or refer to the owner manual for details. The Saab Roadside Assistance Center can be reached by calling 1-800-852-9001.
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.
Saab Courtesy Transportation
If your vehicle requires warranty repairs during the 4 years/50,000 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.
Online Owner Center (U.S.) -- www.gmownercenter.com/saab
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 Saab dealers for service nationwide |
| • | Exclusive privileges and offers |
| • | Recall notices for your specific vehicle |
| • | OnStar® and GM Cardmember Services Earnings summaries |
Other Helpful Links:
Saab - www.saabusa.com
Saab Merchandise -- www.saabexpressions.com
Help Center -- www.saabusa.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 Saab retailer and to General Motors. Normally, any questions or concerns regarding the sales transaction or the operation of your vehicle will be resolved by your retailer'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 your retailer's management team. 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 retail facility or the General Manager.
STEP TWO - If after contacting a member of your retailer's management team, it appears your concern cannot be resolved at the retail facility without further help, contact the Saab Customer Communication Centre by calling 1-800-263-1999, between 7:30 a.m. to 11:30 p.m. Eastern Standard Time. A customer Communication Advisor will handle your call and assist in providing product and warranty information, nearest retailer locations, brochures, literature, and discuss any concerns you may have.
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.) |
| • | Retailer name and location |
| • | Vehicle's delivery date and present odometer reading |
| • | Nature of concern |
Customers are encouraged to call the toll-free number for assistance. However, if a customer wishes to write, the letter should be addressed to General Motors of Canada Limited, Saab Customer Communication Centre, 1908 Colonel Sam Drive, Oshawa, Ontario L1H 8P7.
Please bear in mind that your concern will likely be resolved in association with the Saab retailer, using the retailer'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 Saab Customer Communication Centre in Oshawa, Ontario.
Any TTY user can communicate with the Saab Customer Communication Centre 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.
For warranty repairs during the Base Warranty Coverage period of the Saab New Vehicle Limited Warranty, interim transportation may be available under the Courtesy Transportation Program. Please consult your retailer for details.
Special Policy Adjustment Programs Beyond the Warranty Period
Saab is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when Saab Automobile, A.B. or 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 Saab retailer or call the Saab 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 Office
When calling for assistance, ask for the Customer Communication Centre Advisor.
CANADA
Saab Customer Communication Centre
General Motors of Canada Limited
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gmcanada.com
1-800-263-1999
1-800-263-3830*
*For use with Text Telephone devices (TTY).
Travel Assistance -- United States
Should you require assistance when touring in the United States, please call the Saab Assistance Centre at 1-800-955-9007.
Saab Roadside 24-Hour Assistance
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.
Now that you are the owner of a new General Motors vehicle, you also have membership in General Motors round-the-clock, year-round Roadside Assistance Program. It is one of the most comprehensive owner satisfaction programs in the industry -- an important added benefit of ownership. And it is in effect for passenger cars, light duty trucks and vans for 5 years or 160 000 kilometres, whichever comes first.
One 24-hour Roadside Assistance Hotline is all you need to remember: 1-800-268-6800.
Please consult your retailer or your owner manual for details.
