07-00-89-037J
Service Bulletin Details
Public Details for: 07-00-89-037J
This warranty administration bulletin provide policy information for courtesy transportation and roadside assistance programs.
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File in Section: Service Bulletin 00 - General Information Bulletin No.: 07-00-89-037J Date: October, 2016 WARRANTY ADMINISTRATION Subject: Courtesy Transportation and Roadside Assistance Programs Models: 2017 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 has been revised to update approval requirements for rentals exceeding 3 days. Please discard Corporate Bulletin Number 07-00-89-037I. Important: Courtesy Transportation and Roadside Assistance are not part of or included in the coverage provided by the New Vehicle Limited Warranty. Requests for reimbursement for Courtesy Transportation and/or Roadside Assistance under the Courtesy Transportation and/or Roadside Assistance Programs are considered on a case-by-case basis. GM reserves the right to modify or discontinue the Courtesy Transportation and/or Roadside Assistance Programs at any time. Courtesy Transportation Program One of the hallmarks of GM Warranty Administration has been the ability to offer a comprehensive courtesy transportation program to our customers. The designated preferred suppliers have agreed to adhere to the following program guidelines: Tier 1 (All GM models, except Cadillac) - $38.00* or less per day Tier 2 (Cadillac Only) - $47.00* or less per day * Rates include all applicable state and local sales taxes, security and stadium fees, along with any levies (including licensing fees). The rental supplier is responsible for remitting taxes and fees to individual states as required. • Vehicles must be clean and well maintained. • Unlimited mileage allowance per day. • Vehicles are to be current or within the past one model year. • Supplier will allow a minimum grace period of (2) hours when a customer returns a rental vehicle. • Rentals must be directly aligned to brand (and segment within the brand) which is being serviced (e.g. Chevrolet to Chevrolet). Every attempt should be made to provide the same make/model of vehicle that the customer owns or leases. If this Copyright 2016 General Motors LLC. All Rights Reserved. • • • • is not possible, upgrades to higher class GM brands, including Cadillac, should be utilized for customer satisfaction. (Refer to attachment A). Hours of operation (minimum standard) will be Monday – Saturday, 8:00 AM – 5:00 PM. GM dealers will provide payment to supplier(s). GM does not remit payment directly to rental agencies. Reimbursement will not be provided for non-GM rental vehicles. Dealer discretion for choice of supplier and minimum/maximum volumes required for service rentals. Program Coverage and Eligibility Courtesy Transportation can be made available for: • Warranty repairs for all GM vehicle purchase/ lease customers and GM company-owned vehicle drivers within the Bumper-to-Bumper and Powertrain coverage of the New Vehicle Limited Warranty (excluding Medium Duty trucks). • Warranty repairs within the 8 year/100,000 mile Hybrid Specific Warranty for all Hybrid vehicles. • May be used in conjunction with adjustments outside the warranty on a case-by-case basis. • Please refer to the vehicle’s Warranty and Owner Assistance Manual or the Applicable Warranties section of Investigate Vehicle History (IVH) for vehicle-specific age/mileage warranty terms. • Courtesy Transportation may be available within the terms of the Certified Used Programs. Please refer to IVH to verify eligibility. Page 2 October, 2016 Field Action Courtesy Transportation Policy Courtesy transportation during field action repairs is eligible if: 1. The vehicle is within the bumper-to-bumper warranty, or 2. The involved component is currently covered under the terms of the Limited Powertrain Warranty, or 3. The Field Action Bulletin specifically includes provisions for Courtesy Transportation beyond the Warranty Coverage Period. Important: Some GM vehicles may have different Courtesy Transportation Program Terms. Please refer to the Owner’s Manual for details. Courtesy transportation expenses are ineligible for reimbursement under the following circumstances: • Non-warranty Service Agent provided services, such as customer pay. • All GM brand maintenance programs services. • 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). • Rentals for 4 or more days require District Manager Aftersales (DMA)/District Manager Combined (DMC) authorization via the Empowerment Portal prior to transaction submission. DMA/DMC should be notified via the Empowerment Portal within 4 days of placing the customer in rental. • Non-GM provided rental vehicles. • When a rental vehicle is provided that is older than the current or past (1) model year. • Rental vehicle insurance, fuel, taxes, levies or any sort of vehicle licensing fee(s). No additional charges can be added to the Rental Agreement that would cause the daily rate to exceed the General Motors program allowance. • Vehicle rental periods prolonged by the Service Agent personnel, processes, shop scheduling and/or practices are considered the responsibility of the Service Agent. Bulletin No.: 07-00-89-037J 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 original receipt(s) for reimbursement consideration up to $7.50 each way. * Cadillac Customers may be offered any transportation option for same-day repairs. * Chevrolet, Buick and GMC customers may be offered same-day service loaners in conjunction with the Enhanced Chevrolet, Buick-GMC Courtesy Transportation Program Guidelines (Refer to Article 1.4.1 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. 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 and 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. 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 (1) model year. 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 Bulletin No.: 07-00-89-037J October, 2016 SUV). If this is not possible, other GM brands are acceptable, including upgrades to higher class vehicles including Cadillac. Rental Term (Length) and Service Management Authorization Requirements: The maximum vehicle rental reimbursement period is 3 days. DMA/DMC authorization is required on any rental vehicles 4 or more days prior to transaction submission. DMA/DMC must be notified within 4 days of placing the customer in rental to request authorization and document extenuating circumstances to exceed the 3 day limit. Issue Escalation Process: In the event a concern arises between the Service Agent and the designated preferred rental agency on GM vehicle availability or daily rental charges, the Service Agent should escalate the issue with their GM Field Representative. Page 3 Preferred Rental Agencies The following is a list of designated preferred rental agencies for the Courtesy Transportation Program when vehicles are obtained from a source outside of the Service Agent. National Level (U.S.) Enterprise Holdings, Inc. - 6727 locations, Phone: 800-261-7331 Hertz Corporate - 3200 locations, Phone: 800-654-3131 Avis Corporate - 1350 locations, Phone: 800-230-4898 __________________________________________________________________ Regional Level (Select Agencies & Licensees) North Central Penske Car Rental 2555 Telegraph Road Bloomfield Hills, MI 48302 (248) 648-2500 Sonju Enterprises (Avis-Budget) Sawyer International Airport 225 Airport Avenue Marquette, MI 49841 (906) 346-6398 Sonju Enterprises (Avis-Budget) Ramada 412 W. Washington Street Marquette, MI 49855 (906) 346-6398 National/Alamo 4125 Hangar Drive NW Bemidji, MN 56601 (218) 751-1880 Sonju Enterprises (Avis-Budget) Duluth International Airport 4701 Grinden Drive Duluth, MN 55816 (218) 727-7233 Sonju Enterprises (Avis-Budget) Airways Aviation 2002 Airport Road Grand Rapids, MI 55744 (218) 727-7233 Sonju Enterprises (Avis-Budget) Falls International Airport 2643 CR 108 International Falls, MN 56649 (218) 285-7799 Hertz Bismarck Municipal Airport 2301 University Drive Bismarck, ND 58502 (701) 223-3977 Avis 1557 University Drive Fargo, ND 58103 (701) 241-1580 Rydell Auto Center 2700 South Washington Grand Forks, ND 58208 (701) 772-7211 Byers Car Rentals (Hertz) 4200 International Gateway Columbus, OH 43219 (614) 239-1084 5 Star Rental, Inc. (Avis) 4550 Terminal Road, Suite 107 Rapid City, SD 57703 (605) 393-8911 Hertz Regional Airport 4550 Terminal Road, Suite 108 Rapid City, SD 57703 (605) 393-0160 Hertz Costello Terminal 2801 Jaycee Lane Sioux Falls, SD 57104 (605) 336-8790 Page 4 October, 2016 Mayfair Airport 2727 E. Layton Avenue Cudahy, WI 53110 (414) 489-6600 Mayfair 6319 S. 108th Street Franklin, WI 53132 (414) 427-0300 Mayfair 5788 Hwy 60 East Hartford, WI 53027 (262) 670-3527 Mayfair 7519 60th Avenue Kenosha, WI 53142 (262) 654-5430 Mayfair 6841 W. Brown Deer Road Milwaukee, WI 53223 (414) 354-8600 Mayfair 36833 Wisconsin Avenue Oconomowoc, WI 53066 (262) 569-4390 Mayfair 7904 Washington Avenue Racine, WI 53406 (262) 884-0550 Mayfair 1720 Paramount Drive Waukesha, WI 53186 (262) 513-3330 Mayfair 1750 N. Mayfair Road Wauwatosa, WI 53226 (414) 258-4441 Broadway (Hertz) 1964 Airport Road Green Bay, WI 54313 (920) 498-6411 Sonju Enterprises (Avis-Budget) 3022 Tower Avenue Superior, WI 54880 (218) 727-7233 Northeast Lombardo Companies Inc. (Avis) 500 Stevenson Boulevard New Kensington, PA 15068 (724) 337-4518 Southeast E-Z Rent A Car 2003 McCoy Road, Suite A Orlando, FL 32809 (407) 888-0504 Triangle Rent A Car 4817 Hargrove Road Raleigh, NC 27616 (919) 851-2113 South Central Bob’s Rentals, Inc. (Avis) 2300 N. Airport Blvd. Suite 104 Springfield, MO 65802 (417) 865-9664 Bob’s Rentals, Inc. (Avis) 491 Blue Sky Lane Hollister, MO 65672 (417) 334-4945 Bob’s Rentals, Inc. (Avis) 2109 East 7th Street Joplin, MO 64801 (417) 206-2847 Bob’s Rentals, Inc. (Avis) 1210 W. Sunshine Springfield, MO 65807 (417) 864-4466 Coastal RAC, Inc. (Avis) PO Box 4875 Corpus Christi, TX 78469 (361) 883-5108 Bulletin No.: 07-00-89-037J Bulletin No.: 07-00-89-037J October, 2016 West Budget 1730 S. Broadway Santa Maria, CA 93454 (805) 922-2158 Hertz Municipal Airport 1950 Airport Way, Box 1 Pocatello, ID 83204 (208) 233-2970 Hertz Fanning Field Airport 2140 N. Skyline Drive, Box 13 Idaho Falls, ID 83402 (208) 529-3101 Hertz Friedman Memorial Airport 1220 Airport Way, Suite B Hailey, ID 83333 (208) 788-4548 Hertz 3201 Airport Way, Suite 220 Boise, ID 83705 (208) 383-3100 Hertz Lewiston Municipal Airport 406 Burrell, Suite 108 Lewiston, ID 83501 (208) 746-0411 Hertz 226 E. Broadway Butte, MT 59701 (406) 782-1054 Hertz Gallatin Field Airport 850 Gallatin Field Road, Suite 8 Belgrade-Bozeman, MT 59714 (406) 388-6939 Hertz Billings-Logan International Airport 1901 Terminal Circle Billings, MT 59103 (406) 248-9151 Hertz 2800 Terminal Drive, Suite 106C Great Falls, MT 59404 (406) 761-6641 Hertz Helena Regional Airport 2850 Skyway Drive Helena, MT 59602 (406) 449-4167 Hertz 1573 N. Main Street Layton, UT 84041 (801) 773-6981 Hertz 1805 W. 5300 South Roy, UT 84067 (801) 614-5005 Hertz 1575 N. Main Street Layton, UT 84041 (801) 773-6060 Hertz 7440 6th Street, Building 420 Hill AFB, UT 84056 (801) 825-7300 Hertz Spokane International Airport 9000 W. Airport Drive Spokane, WA 99219 (509) 747-3101 Hertz Pullman-Moscow Regional Airport 3200 Airport Pullman, WA 99163 (509) 332-4485 Hertz Jackson Hole Municipal Airport 1250 East Airport Road Jackson, WY 83001 (307) 733-2272 Hertz Gillette-Campbell County Airport 2000 Airport Road #145 Gillette, WY 82716 (307) 686-0550 Hertz Natrona County Airport 8500 Airport Parkway Casper, WY 82604 (307) 265-1355 Page 5 Page 6 October, 2016 Hertz Yellowstone Regional Airport 2101 Roger Sedam Drive Cody, WY 82414 (307) 587-2914 Hertz Rock Springs-Sweetwater County Airport 382 Hwy 370 Rock Springs, WY 82901 (307) 382-3262 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 a preferred rental agency. Chevrolet or Buick/GMC GMDRAC Service Agents will be reimbursed for $42 per day or $21 for same/partial day when utilizing their loaner fleet for service rentals. If a Chevrolet or Buick/ GMC Service Agent utilizes a preferred 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 a preferred rental agency, or when a Service Agent-owned daily Cadillac rental is used. Rate Allowance Examples: Vehicle Being Serviced Rental Agency Vehicle Rented Allowance Cadillac CTS Enterprise Cadillac XTS $47 Cadillac Escalade Avis Cadillac CTS $47 Cadillac CTS Enterprise Chevrolet Malibu $38 Any GM Vehicle Any Source Non-GM $0 • Bulletin No.: 07-00-89-037J 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). Taxes Preferred suppliers will absorb all taxes at the agreed upon rates listed in this bulletin. 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 0600008. A maximum of one day may be claimed using this labor operation. Use of 0600008 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. Bulletin No.: 07-00-89-037J October, 2016 Page 7 4446262 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. 4446290 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. Page 8 October, 2016 Bulletin No.: 07-00-89-037J 4446302 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. 4446309 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. • 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. Bulletin No.: 07-00-89-037J October, 2016 Program Coverage and Eligibility Roadside Assistance is available for: • Warranty repairs for all GM vehicle purchase/ lease customers and GM company-owned vehicles within the Bumper-to-Bumper and Powertrain coverage of the New Vehicle Limited Warranty (excluding Medium Duty trucks). • Within the 8 year/100,000 mile Hybrid Specific Warranty for all Hybrid vehicles. • Towing is available for certain non-warranty repairs (for example, accidents) coinciding with the Powertrain Warranty age/mileage coverage period. • May be used in conjunction with adjustments outside the warranty on a case-by-case basis. • Please refer to the vehicle’s Warranty and Owner Assistance Manual or the Applicable Warranties section of Investigate Vehicle History (IVH) for vehicle-specific age/mileage warranty terms. • Roadside Assistance may be available within the terms of the Certified Used Programs. Please refer to IVH to verify eligibility. Page 9 Roadside Assistance Services Provided • 24-hour, 7 day/week toll-free 800 phone assistance • Emergency fuel delivery (legal roadways) • Mobile EV Charging (select markets) • Battery jump start • Lock-out assistance • Trip interruption assistance (refer to Owner’s Manual for details). • 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. WE SUPPORT VOLUNTARY TECHNICIAN CERTIFICATION