Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to GMC. Normally, any concerns with the sale or 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, take the following steps:

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

STEP TWO: If, after contacting a member of dealership management, it appears that your problem cannot be resolved by your dealer without further assistance, in the U.S., call 1-800-462-8782. In Canada, call the General Motors of Canada Customer Care Center at 1-800-263-3777 (English) or 1-800-263-7854 (French).

We suggest that you call the toll-free number to report your concern for prompt attention. Have the following information available to assist the customer representative:

• Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate at the upper left corner of the instrument panel and visible through the windshield.
• Name and location of the dealer.
• Vehicle delivery date and current mileage.

When contacting GMC, remember that your concern will most likely be resolved at the dealership. That is why we suggest following Step One first.

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 remain dissatisfied after following the procedure outlined in Steps 1 and 2, you may apply to the Better Business Bureau (BBB) Auto Line Program to exercise your rights.

The BBB Auto Line Program is an informal dispute resolution program administered by the Council of Better Business Bureaus for resolving disputes related to vehicle repair or interpretation of the new vehicle Limited Warranty. Although you may have to use this informal dispute resolution program before going to court, the program is free, and your case is usually heard within 40 days. If you do not agree with the decision made on your case, you may reject it and pursue any other available remedies.

You may contact the BBB Auto Line Program by calling the toll-free number or writing to them at the following address:

BBB Auto Line Program

Council of Better Business Bureaus, Inc.

3033 Wilson Blvd.

Suite 600

Arlington, Virginia 22201

Telephone: 1-800-955-5100

http://www.bbb.org/council/programs-services/dispute-handling-and-resolution/bbb-auto-line

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 restrictions and/or discontinue its participation in this program.

STEP THREE — Canadian Owners: If you do not feel your concerns have been addressed after following the procedure described in Steps One and Two, General Motors of Canada Company wants you to be aware of your participation in the no-cost Mediation/Arbitration Program. General Motors of Canada Company has committed to arbitrate owner disputes, including factory vehicle service claims. The program involves fact-finding by an impartial third-party arbitrator and may include an informal hearing before the arbitrator. The program is designed so that the entire dispute resolution process, from the filing of the complaint to the final decision, is completed in approximately 70 days. We believe our impartial program offers advantages over courts in most jurisdictions because it is informal, fast, and free.

For more information regarding your eligibility to participate in the Canadian Motor Vehicle Arbitration Plan (CAMVAP), call the toll-free number 1-800-207-0685 or call the General Motors Customer Care Center at 1-800-263-3777 (English), 1-800-263-7854 (French), or write to:

Mediation/Arbitration Program c/o Customer Care Center General Motors of Canada Company

Postal Code: CA1-163-005

1908 Colonel Sam Drive

Oshawa, Ontario L1H 8P7

Your request must be accompanied by the Vehicle Identification Number (VIN).