Your satisfaction and goodwill are important to your dealer and to Chevrolet. Normally, any concerns with the sales transaction or the operation of the 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 THREE — U.S. Owners
Both General Motors and your 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 your rights. The BBB AUTO LINE program is an out-of-court program administered by BBB National Programs, Inc. to settle automotive disputes regarding vehicle repairs or the interpretation of the New Vehicle LimitedWarranty. 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
This program is available in all 50 states and the District of Columbia. Eligibility is limited by vehicle age, mileage, and other factors. General Motors reserves the right to change eligibility limitations and/or discontinue its participation in this program.
STEP THREE — Canadian Owners
In the event that you do not feel your concerns have been addressed after following the procedure outlined in Steps One and Two, General Motors of Canada Company wants you to be aware of its participation in a no-charge Mediation/Arbitration Program. General Motors of Canada Company 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 about 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 at 1-800-207-0685, or call the General Motors Customer Care Centre, 1-800-263-3777 (English), 1-800-263-7854 (French), or write to: The Mediation/Arbitration Program c/o Customer Care CentreGeneral Motors of Canada Company Mail Code: CA1-163-005 1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7 Your inquiry should be accompanied by the vehicle Identification Number (VIN).
Chevrolet encourages customers to call the toll-free number for assistance. However, if a customer wishes to write or e-mail Chevrolet, the letter should be addressed to:
The United States and Puerto Rico
Canada
General Motors of Canada Company Customer Care Centre, Mail Code:
Overseas
Please contact the local General Motors Business Unit.
To assist customers who are deaf, hard of hearing, or speech-impaired and who use Text Telephones (TTYs), Chevrolet has TTY equipment available at its Customer Assistance Center. Any TTY user in the U.S. can communicate with Chevrolet by dialing: 1-800-833-2438. TTY users in Canada can dial 1-800-263-3830.
Online Owner Center
The Chevrolet Owner Center (U.S.) my.che vrolet.com Learn more about your vehicle features, shop for and manage your connected services and OnStar plans, and access diagnostic information specific to your vehicle
Membership Benefits
Chevrolet Owner Centre (Canada) mychevrolet.ca
Visit the Chevrolet Owner Centre at mychevrolet.ca (English) or my.chevrolet.ca (French) to access similar benefits to the U.S. site.
Roadside Assistance Program
Calling for Assistance
When calling Roadside Assistance, have the following information ready:
Coverage
Services Provided
Services Not Included in Roadside Assistance
Service is not provided if a vehicle is in an area that is not accessible to the service vehicle or is not a regularly traveled or maintained public road, which includes ice and winter roads. Off-road use is not covered.
Services Specific to Canadian-Purchased Vehicles
Scheduling Service Appointments
Courtesy Transportation Program
Transportation Options
Warranty service can generally be completed while you wait. However, if you are unable to do so, your dealer may offer the following transportation options:
Shuttle Service
This includes a one-way or round-trip shuttle service within a reasonable time and distance parameters of your dealer’s area.
Public Transportation or Fuel Reimbursement
If overnight warranty repairs are needed, and public transportation is used, the expense must be supported by original receipts and within the maximum amount allowed by GM. If U.S. customers arrange their own transportation, limited reimbursement for reasonable fuel expenses may be available. Claim amounts should reflect actual costs and be supported by original receipts. See your dealer for information.
Courtesy Rental Vehicle
For an overnight warranty repair, the dealer may provide an available courtesy rental vehicle or provide for reimbursement of a rental vehicle. Reimbursement is limited and must be supported by original receipts as well as a signed and completed rental agreement and meet state/provincial, local, and rental vehicle provider requirements. Requirements vary and may include minimum age requirements, insurance coverage, credit card, etc. Additional fees such as fuel, rental vehicle insurance, taxes, levies, usage fees, excessive mileage, or rental usage beyond the completion of the repair are also your responsibility. It may not be possible to provide a like vehicle as a courtesy rental
Additional Program Information
All program options, such as shuttle service, may not be available at every dealer. Contact your dealer for specific availability. General Motors reserves the right to unilaterally modify, change, or discontinue Courtesy Transportation at any time and to resolve all questions of claim eligibility pursuant to the terms and conditions described herein at its sole discretion.
Collision Damage Repair
If the vehicle is involved in a collision and it is damaged, have the damage repaired by a qualified technician using the proper equipment and quality replacement parts. Poorly performed collision repairs diminish the vehicle resale value, and safety performance can be compromised in subsequent collisions.
Collision Parts
Repair Facility
GM also recommends that you choose a collision repair facility that meets your needs before you ever need collision repairs. Your dealer may have a collision repair center with GM-trained technicians and state-of-the-art equipment, or be able to recommend a collision repair center that has GM-trained technicians and comparable equipment
Ensuring the Vehicle
Protect your investment in the GM vehicle with comprehensive collision insurance coverage. There are significant differences in the quality of coverage afforded by various insurance policy terms. Many insurance policies provide reduced protection to the GM vehicle by limiting compensation for damage repairs through the use of aftermarket collision parts. Some insurance companies will not specify aftermarket collision parts. When purchasing insurance, we recommend that you ensure that the vehicle will be repaired with GM original equipment collision parts. If such insurance coverage is not available from your currentinsurance carrier, consider switching to another insurance carrier. If the vehicle is leased, the leasing company may require you to have insurance that ensures repairs with Genuine GM Original Equipment Manufacturer (OEM) parts or Genuine Manufacturer replacement parts Read the lease carefully, as you may be charged at the end of the lease for poor quality repairs.
If a Crash Occurs
If there has been an injury, call emergency services for help. Do not leave the scene of a the crash until all matters have been taken care of. Move the vehicle only if its position puts you in danger, or you are instructed to move it by a police officer. Give only the necessary information to the police and other parties involved in the crash. For emergency towing see Roadside Assistance Program 0 442. Gather the following information:
Choose a reputable repair facility that uses quality replacement parts. See “Collision Parts” earlier in this section. If the airbag has inflated, see What Will You See After an Airbag Inflates? 0 62.
Managing the Vehicle Damage Repair Process
Service Manuals
Service manuals have the diagnosis and repair information on the engine, transmission, axle, suspension, brakes, electrical system, steering system, body, etc.
Customer Literature
Owner’s manuals are written specifically for owners and are intended to provide basic operational information about the vehicle. The owner’s manual includes the Maintenance Schedule for all models. Customer literature publications available for purchase include owner’s manuals, warranty manuals, and portfolios. Portfolios include an owner’s manual, warranty manual, if applicable, and zip lock bag or pouch.
Current and Past Models
Service manuals and customer literature are available for many current and past model year GM vehicles. To order, call 1-800-551-4123 Monday–Friday, 8:00 a.m.–6:00 p.m. eastern time For credit card orders only (VISA, MasterCard, or Discover), see Helm, Inc. at: www.helminc.com. To order by mail, write to Helm, Incorporated Attention: Customer Service 47911 Halyard Drive Plymouth, MI 48170 Make checks payable in U.S. funds.
Radio Frequency Statement
This vehicle uses license-exempt transmitters/receivers/systems that operate on a radio frequency that complies with Part 15/Part 18 of the Federal Communications Commission (FCC) rules and with Innovation, Science and Economic Development (ISED) Canada’s license-exempt RSS(s) / RSP-100 / ICES-GEN.
Operation is subject to the following two conditions:
Changes or modifications to any of these systems by other than an authorized service facility could void authorization to use this equipment.
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