Buick Encore: Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to Buick. 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 ONE : Discuss your concern with a member of dealership management. Normally, concerns can be quickly resolved at that level.

If the matter has already been reviewed with the sales, service, or parts manager, contact the owner of your dealership or the general manager.

STEP TWO : If after contacting a member of dealership management, it appears your concern cannot be resolved by your dealership without further help, in the U.S., call 1-800-521-7300. In Canada, contact General Motors of Canada Customer Care Centre at 1-800-263-3777 (English) or 1-800-263-7854 (French).

We encourage you to call the toll-free number in order to give the inquiry prompt attention. Have the following information available to give the Customer Assistance representative:

• Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate at the top left of the instrument panel and visible through the windshield.
• Dealership name and location.
• Vehicle delivery date and present mileage.

When contacting Buick, remember that your concern will likely be resolved at a dealer's facility. 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 the 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 Limited Warranty. 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: BBB Auto Line Program BBB National Programs, Inc.

3033 Wilson Boulevard Suite 600 Arlington, VA 22201

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 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: Mediation/Arbitration Program c/o Customer Care Centre General Motors of Canada Company Mail Code: CA1-163-005 1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7 The inquiry should be accompanied by the Vehicle Identification Number (VIN).

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