Downloaded from www.Manualslib.com manuals search engine For prompt assistance, please have the following information available to give the
Consumer Relations Representative:
- Your name, address and home and business telephone numbers
- Vehicle Identification Number (this is available from the vehicle registration
or title, or the plate attached to the
left top of the instrument panel andvisible
through the windshield.)
- Dealership name and location
- Vehicle delivery date and present mileage
- Nature of concern
In order to give your inquiry prompt attention, please call the appropriate toll free
number listed. However, if you wish to write Cadillac, please send all
correspondence to the respective United States, Canada or GM Overseas Central
Office address listed on the following page.
When contacting Cadillac, please remember that your problem will likely be
resolved in the dealership, using dealership facilities, equipment and personnel.
That is why
we suggest you follow Step One first.
CUSTOMER ASSISTANCE FOR THE HEARING OR
SPEECH IMPAIRED
To assist owners who have hearing difficulties, Cadillac has instal\
led special
Telecommunication Devices for the Deaf
(TDD) equipment in its Coosumer
Relations Center.
Any hearing or speech impaired customer who has accdss to a
TDD or a conventional teletypewriter
("Y) can communicate with Cadillac by
dialing: 1-800-TDD-CMCC. (TDD users in Canada can dial 1-800-263-3830).
STATE W-TY ENFORCEMENT LAWS
Laws in many states perniit owners to obtain a replacement vehicle or a refund of
the purchase price under certain circumstances. The provisions of these laws vary
from state to state.
To the extent allowed by state law, General Motors requires
that
you first provide us with written notification of any service difficulty you have
experienced
so that we have an opportunity to make any needed repairs before
you are eligible for the remedies provided by these laws. Your written notification
should be sent
to the Cadillac Customer Relations Center. Please see Page XX for
the address.
r
Downloaded from www.Manualslib.com manuals search engine GM PARTICIPATION IN BETTER BUSINESS BUREAU
MEDIATION/ARBITRATION
PROGRAM*
Both Cadillac Motor Car Division and your Cadillac dealer are committed to
making sure you are completely satisfied with your new vehicle.
If a situation
arises where you feel your concern has not been adequately addressed, our
experience has shown that the Customer Satisfaction Procedure described on
Page
1 is very successful.
There may be instances where an impartial third-party can assist in arriving at
a
solution to a disagreement regarding vehicle repairs or interpretation of the New
Vehicle Limited Warranty.
To assist in resolving these disagreements, Cadillac
voluntarily participates in BBB AUTO LINE.
BBB AUTO LINE is an out-of-court program administered by the Better
Business Bureau system to settle disputes between customers and automobile
manufacturers. This program is available free
of charge to customers who own or
lease a
GM vehicle.
If you are not satisfied after following the Customer Satisfaction Procedure, you
may contact the BBB using the toll-free telephone number or the address listed
below:
BBB
AUTO LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, Virginia 22203
Telephone
1-800-955-5100
To file a claim, you will be asked to provide your name and address, your Vehicle
Identification Number (VIN), and a statement of the nature of your complaint.
Eligibility is limited by vehicle age and mileage, and other factors.
We prefer that you utilize the Customer Satisfaction Procedure before you resort
to AUTO LINE, but you may contact the BBB at any time. The BBB will attempt
to resolve the complaint by serving as an intermediary between you and Cadillac.
If this mediation is unsuccessful, an informal hearing will be scheduled where
eligible customers may present their case to an impartial third-party arbitrator.
The arbitrator
will make a decision which you may accept or reject. If you accept
the decision,
GM will be bound by that decision. The entire dispute resolution
procedure should ordinarily take about forty days from the time you file a claim
until a decision is made.
Some state laws may require you
to use this program before filing a claim with a
state-run arbitration program or in the courts. For further information, contact
the BBB or the Cadillac Consumer Relations Center.
NOTE: This program may not be available in all states, depending on state law.
General Motors reserves the right
to change eligibility limitations andor to
discontinue its participation in this program.
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