SB-07-00-89-037E

File in Section:
Bulletin No.:
Service Bulletin
Date:
00 - General Information
07-00-89-037E
October, 2012
WARRANTY ADMINISTRATION
Subject:
Courtesy Transportation and Roadside Assistance Programs
Models:
2013 and Prior GM Passenger Cars and Trucks
Attention: GM of Canada and IPC Service Agents are not authorized to utilize this service bulletin.
GM of Canada Service Agents/retailers should refer to the most recent Home Office
Letters for program details.
This bulletin is being revised to add the 2013 model year and to update the information.
Please discard Corporate Bulletin Number 07-00-89-037D (Section 00 – General Information).
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 the Courtesy Transportation and/or
Roadside Assistance Programs at any time.
Courtesy Transportation Program
Program Coverage and Eligibility
Courtesy Transportation can be made available for:
• Warranty repairs for all GM vehicle purchase and
lease customers within the Bumper-to-Bumper
and Powertrain coverage of the New Vehicle
Limited Warranty (excluding Medium Duty trucks).
See Warranty and Owner Assistance Manual or
Investigate Vehicle History (IVH) for
vehicle-specific age/mileage warranty terms.
• Warranty repairs within the 8 year/100,000 mile
Hybrid Specific Warranty for all Hybrid vehicles.
• GM company-owned vehicles.
• May be used in conjunction with adjustments
outside the warranty on a case-by-case basis.
• Courtesy Transportation may be available within
the terms of the Certified Used Programs. Please
refer to IVH to verify eligibility.
Important: Eligibility for Courtesy Transportation
related to product recalls and special policies will be
addressed in the applicable bulletin.
Important: Some GM vehicles may have different
Courtesy Transportation Program Terms. Please refer
to the Owner Manual for details.
Copyright 2012 General Motors LLC. All Rights Reserved.
The following transportation expenses are ineligible:
• Transportation provided during non-warranty
vehicle services. The number of vehicle rental
reimbursement days claimed must be justified by
the warranty repairs performed. Excessive use of
a rental vehicle beyond completion of the warranty
repair is the customer’s responsibility.
• During services provided to vehicles in daily and
long-term rental service, demonstrator service,
and Service Agent-owned vehicles.
• Rentals exceeding 2 days when parts expediting
charges are also being applied to the job card (a
maximum of 2 days rental will be allowed).
• When a non-GM rental vehicle is provided
(extenuating circumstances should be reviewed
with your GM Representative if a GM vehicle can
not be found). Service Agents may be subject to
chargeback action in the event that VIN
information cannot be verified through the rental
agency, or if the Service Agents cannot
substantiate the reasoning for using a non-GM
rental vehicle.
• When a rental vehicle is provided that is older than
the current or past 2 model years.
• Rental vehicle insurance, taxes, levies or any sort
of vehicle licensing fee. No additional charges can
be added to the Rental Agreement that would
cause the daily rate to exceed the General Motors
allowance.
• Vehicle rental periods prolonged by the Service
Agent personnel, processes, and/or practices are
considered the responsibility of the Service Agent.
• Beginning with the 2010 model year and going
forward, the courtesy transportation program has
been discontinued for Cutaway vehicles.
Page 2
October, 2012
Courtesy Transportation Options
Same-Day Repairs *
• Shuttle Service - Providing a shuttle service for
customers is the preferred transportation
alternative and should be considered any time a
warranty service appointment is scheduled or an
eligible vehicle is brought in for a warranty repair.
The Service Agent can submit up to $7.50 each
way for shuttle service provided. If the Service
Agent does not operate a shuttle service, then the
customer may utilize public transportation (taxi,
bus, train, etc.) and submit receipt(s) for
reimbursement consideration up to $7.50
each way.
* Cadillac Customers may be offered any transportation
option for same-day repairs.
* Buick and GMC customers may be offered same-day
service loaners in conjunction with the Enhanced
Buick-GMC Courtesy Transportation Program
Guidelines (Refer to Article 1.4.13.1 of the Service
Policies and Procedures Manual).
Overnight Repairs – Non-Rental Vehicle Options
• Reimbursement for Fuel Provided - When an
eligible vehicle is unavailable due to overnight
warranty repairs, customers who elect to utilize
rides from 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 receipts provided up to $37 per day,
$111 maximum.
Overnight Repairs – Rental Vehicle Policies
When an eligible vehicle is unavailable due to overnight
warranty repairs, a rental vehicle up to a maximum of
$38 (for most GM vehicles) per day may be provided.
When an eligible vehicle is unavailable due to overnight
repairs, a rental vehicle may be provided. Scheduling
service appointments increase Service Agent efficiency
and customer satisfaction, while minimizing vehicle
repair time. If the vehicle cannot be scheduled in 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 otherwise unsafe to operate.
Bulletin No.: 07-00-89-037E
Rental Vehicle-Brand: GM requires the rental vehicle
provided to the customer be a GM model. The model
year of the GM vehicle must also be current or within
the past two model years. Every attempt should be
made to provide the same make/model of vehicle that
the customer owns. If the same make/model is not
available, it is recommended that the customer’s needs
be filled by the same class of vehicle (ie: an SUV for an
SUV). If this is not possible, other GM brands are
acceptable, including upgrades to higher class vehicles
including Cadillac.
Rental Term (Length): The maximum vehicle rental
reimbursement period is 5 days. Service Manager
approval is required for 2 to 5 day rentals. GM
authorization is required on any rental 6 or more days.
Preferred Outside Rental Agency: Enterprise
Rent-A-Car has been designated as GM's preferred
supplier of Courtesy Transportation vehicles when
obtained from a source outside of the Service Agent.
Through a national agreement, Enterprise will maintain
a fleet of GM vehicles, including Cadillac models, for
the purpose of meeting our customer's courtesy
transportation needs. It is preferable for Service Agents
to contact Enterprise first when obtaining a rental
vehicle from outside the Service Agent.
– Enterprise Issue Escalation Process: In the event a
concern arises between the Service Agent and the
local Enterprise Rent-A-Car agency on GM vehicle
availability or daily rental charges, the Service Agent
should escalate the issue with the Enterprise Area
Manager (and higher if needed). If the concern is not
resolved, the Service Agent should review the issue
with their GM Field Representative. Contact will be
made with the Corporate Enterprise Rent-A-Car
headquarters for resolution.
Rental Rate Reimbursement
• Tier 1 Rentals (all GM brands/models, except
Cadillac) - The Service Agent can submit for
actual rental expenses up to a maximum of $38
per day when a GM vehicle is rented from
Enterprise Rent-A-Car, another rental agency, or
when a Service-Agent owned daily rental is used.
Buick/GMC GMDRAC Service Agents will be
reimbursed for $42 per day or $21 partial-day
when utilizing their loaner fleet for service rentals.
If a Buick/GMC Service Agent utilizes Enterprise
Rent-A-Car or other rental agency, the daily rate
is $38.
• Tier 2 Rentals (Cadillac Only) - The Service
Agent can submit for actual rental expenses up to
a maximum of $47 per day when a Cadillac is
rented from Enterprise Rent-A-Car, another rental
agency, or when a Service Agent-owned daily
Cadillac rental is used.
Any other GM vehicle (excluding Cadillac) can be
rented at a daily reimbursement rate of $38.
Bulletin No.: 07-00-89-037E
October, 2012
Rate Allowance Examples:
Vehicle
Being
Serviced
Rental
Agency
Vehicle
Rented
Allowance
Cadillac
CTS
Enterprise
Cadillac DTS
$47
Cadillac
Escalade
Avis
Cadillac CTS
$47
Cadillac
CTS
Enterprise
Chevrolet
HHR
$38
Any GM
Vehicle
Any Source
Ford
$0
•
Cadillac Courtesy Transportation Alternative
(CTA) Program - Service Agents will only be able
to claim warranty rental reimbursement while
building their CTA fleet up to the required level
(90 day time period).
• High Expense Geographic Areas - Certain
Service Agents have been designated as "high
expense" because they operate in higher cost of
living areas. Service Agents located in these
areas are eligible for an increased maximum
amount of $5.00 for each rental day (based on
actual expenses). The following geographic areas
qualify as “high expense” areas:
– The Five Boroughs of New York City
• The Bronx
• Brooklyn
• Manhattan
• Queens
• Staten Island
– New York - Long Island and Westchester County
– Connecticut - Fairfield and New Haven Counties
– State of New Jersey
High expense Service Agents can utilize Enterprise
Rent-A-Car, other rental agency, or Service Agent daily
rental vehicle to qualify for high expense
reimbursement.
• Taxes - Enterprise will absorb all taxes at the
agreed upon rates provided:
– Service Agents use Enterprise as their preferred
courtesy transportation service provider. Any
deviation from using Enterprise as a preferred
supplier will require GM Regional Office
approval.
– Service Agents can utilize another supplier if
there are unresolved issues relating to
timeliness, vehicle cleanliness, vehicle
maintenance, professionalism, or ongoing
concerns with customers receiving add-on
charges for service rentals. Additionally,
exceptions also will apply for Service Agents
(excluding Service Agents that operate CTA or
other GM sponsored fleet vehicles) if fill rates of
GM brand vehicles fall below 90% for a 60 day
period.
Page 3
Courtesy Transportation Warranty
Transaction Submission
Submit the courtesy transportation expense using the
appropriate Net Item below under the labor operation
that necessitated its use.
• When one or more repair is performed on a single
job card, the entire courtesy transportation
expense should be submitted on the one line
causing the biggest need for the expense.
• In the event that a customer is provided a one-day
rental when no repair is performed for their stated
condition, the rental expense may be claimed
using labor operation Z1000. A maximum of one
day may be claimed using this labor operation.
Use of Z1000 is prohibited when claiming any
Courtesy Transportation expense on any other
transaction on the same Job Card.
Shuttle Net Item Type - Enter the shuttle amount up to
a maximum of $7.50 each way, and select the radio
button indicating if this was for a “One Way” or “Two
Way” shuttle.
2914442
Rental Net Item Type - Enter the rental amount not to
exceed the published maximum allowed amounts per
this bulletin. Once an amount is entered, you will be
required to supply the VIN of the GM rental vehicle
provided and the total number of rental days. You will
then select the Rental Reason that applies from the
drop down selection.
Page 4
October, 2012
Bulletin No.: 07-00-89-037E
2914455
2914466
Public Transportation Net Type - When an eligible
customer utilizes any form of public transportation in
lieu of a rental or shuttle, they may receive
reimbursement for their actual cost based on receipt(s)
provided. When the transportation was in lieu of a
Service Agent-provided shuttle, submit for a maximum
of $7.50 each way. When the vehicle is unavailable due
to overnight repairs, and public transportation was used
in lieu of a rental vehicle, submit for a maximum of $37
per day, or $111 total.
Job Card Documentation
• Record on the job card the reason for Courtesy
Transportation, the type provided, date, times and
driver information.
• A copy of the Rental Agreement, Service Agent
owned rental documentation, or other applicable
receipts should be attached to the warranty copy
of the job card for an overnight courtesy
transportation expense. Service Agents using the
Enterprise Automated Rental Management
System (ARMS) can utilize electronic invoicing.
• When providing reimbursement for other approved
expenses under the Courtesy Transportation
guidelines, cross-reference the reimbursement
check number, date and amount on the job card.
Attach a copy of the receipt to the warranty copy
of the job card.
Roadside Assistance Program
GM is proud to offer the response, security, and
convenience of the 24-hour Roadside Assistance
Program. GM's Roadside Assistance coverage is
designed to assist owners with emergency and other
light services.* This customer support program is for all
GM vehicles purchased or leased (retail or fleet).
* Medium Duty Trucks include tow services only.
2914461
Customer Reimbursement Net Item Type - The
amount should be entered where a customer has paid
for fuel that normally would be covered under the
provisions of the courtesy transportation program. If an
amount is entered, the invoice number from the
Customer’s receipt is required.
Program Coverage and Eligibility
2007 to 2012 model year vehicles - Roadside
Assistance is available coinciding with the 5 year/
100,000 mile Powertrain Warranty coverage.
2013 model year and newer Chevrolet and GMC
vehicles - Roadside Assistance is available coinciding
with the 5 year/100,000 mile Powertrain Warranty
coverage.
2013 and newer Buick and Cadillac vehicles Roadside Assistance is available coinciding with the
6 year/70,000 mile Powertrain Warranty coverage.
Towing is available for non-warranty repairs (for
example, accidents) coinciding with the Powertrain
Warranty coverage period.
Bulletin No.: 07-00-89-037E
October, 2012
Roadside Assistance Services Provided
• 24-hour, 7 day/week toll-free 800 phone
assistance
• Emergency fuel delivery (legal roadways)
• Mobile EV Charging (select markets beginning
in 2013)
• Battery jump start
• Lock-out assistance
• Trip interruption assistance (Cadillac only –
expanding to all Chevrolet, Buick and GMC
vehicles in 2013)
Page 5
•
Flat tire change - when equipped with a properly
inflated spare tire (tire repair/replacement cost
may be customer pay) or Tire Inflator Kit Service
(as equipped)
• Towing (legal roadways)
All "Roadside Assistance" programs, excluding service
provided by Cadillac, are provided by GM Roadside
Assistance suppliers. Refer to the Warranty and Owner
Assistance Information booklets for the corresponding
Roadside Assistance phone numbers and additional
details.
GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.
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