07-00-89-037G

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Bulletin No.:
Service Bulletin
Date:
00 - General Information
07-00-89-037G
January, 2014
WARRANTY ADMINISTRATION
Subject:
Courtesy Transportation and Roadside Assistance Programs
Models:
2014 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 due to significant program changes. Please discard Corporate
Bulletin Number 07-00-89-037F.
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
One of the hallmarks of GM Warranty Administration
has been the ability to offer a comprehensive courtesy
transportation program to our customers. Up to now,
GM has had a single, preferred supplier which has
served us well in meeting our service rental needs.
Today, our business needs and objectives have
changed and many of our dealers now have a small
allocation of fleet vehicles to utilize for courtesy
transportation.
However, the need still exists to provide 100% service
rental availability to our customers. Therefore, effective
January 1, 2014, GM will transition from a single source
to multi-preferred suppliers to provide service rentals
for the Courtesy Transportation Program. A list of
preferred suppliers is provided in this bulletin and will
be updated periodically.
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
Copyright 2014 General Motors LLC. All Rights Reserved.
* Rates include all applicable state and local sales
taxes, security and stadium fees, along with any levies
(including licensing fees). The supplier is responsible
for remitting taxes and fees to individual states as
required.
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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
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
vehicles.
Dealer discretion for choice of supplier and
minimum/maximum volumes required for service
rentals.
Page 2
January, 2014
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).
• For 2007 and future vehicles, courtesy
transportation may be available for warranty
repairs within the bumper-to-bumper and 5 year/
100,000 mile or 6 year/70,000 powertrain
coverage as applicable. Refer to the 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’s Manual for details.
The following transportation expenses are ineligible:
• Non-warranty Service Agent provided services,
such as customer pay and all GM brand
maintenance programs.
• 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).
• Rentals for 6 or more days require GM
authorization.
• Non-GM VINs are not eligible for reimbursement.
• 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, 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.
Bulletin No.: 07-00-89-037G
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.
* 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 1.4.13.1 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, 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.: 07-00-89-037G
January, 2014
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 Management
approval is required for rentals in excess of 3 days. GM
authorization is required on any rental of 6 or
more days.
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
Page 4
January, 2014
Bulletin No.: 07-00-89-037G
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
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
Bulletin No.: 07-00-89-037G
Mayfair
1750 N. Mayfair Road
Wauwatosa, WI 53226
(414) 258-4441
January, 2014
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
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
Page 5
Page 6
January, 2014
Bulletin No.: 07-00-89-037G
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
Hertz
Rock Springs-Sweetwater County Airport
382 Hwy 370
Rock Springs, WY 82901
(307) 382-3262
Hertz
Yellowstone Regional Airport
2101 Roger Sedam Drive
Cody, WY 82414
(307) 587-2914
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
Bulletin No.: 07-00-89-037G
January, 2014
Vehicle
Being
Serviced
Rental
Agency
Vehicle
Rented
Allowance
Any GM
Vehicle
Any Source
Non-GM
$0
•
Page 7
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.
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.
2914455
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.
2914442
2914461
Page 8
January, 2014
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.
Bulletin No.: 07-00-89-037G
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.
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.
2914466
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 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 (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.
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