2020 BUICK ENCLAVE Owners Manual

Buick Enclave Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13527524) - 2020 - CRC - 4/10/19
344 Customer Information
Customer
Information Customer Information Customer Satisfaction
Procedure . . . . . . . . . . . . . . . . . . . 344
Customer Assistance
Offices . . . . . . . . . . . . . . . . . . . . . . 346
Customer Assistance for Text
Telephone (TTY) Users . . . . . 347
Online Owner Center . . . . . . . . . 347
GM Mobility Reimbursement
Program . . . . . . . . . . . . . . . . . . . . 347
Roadside Assistance
Program . . . . . . . . . . . . . . . . . . . . 348
Scheduling Service
Appointments . . . . . . . . . . . . . . . 349
Courtesy Transportation
Program . . . . . . . . . . . . . . . . . . . . 350
Collision Damage Repair . . . . . 351
Publication Ordering
Information . . . . . . . . . . . . . . . . . . 353
Radio Frequency
Statement . . . . . . . . . . . . . . . . . . . 354 Reporting Safety Defects Reporting Safety Defects to
the United States
Government . . . . . . . . . . . . . . . . . 354
Reporting Safety Defects to
the Canadian
Government . . . . . . . . . . . . . . . . . 355
Reporting Safety Defects to
General Motors . . . . . . . . . . . . . 355
Vehicle Data Recording and
Privacy Vehicle Data Recording and
Privacy . . . . . . . . . . . . . . . . . . . . . . 355
Cybersecurity . . . . . . . . . . . . . . . . . 356
Event Data Recorders . . . . . . . . 356
OnStar . . . . . . . . . . . . . . . . . . . . . . . 357
Infotainment System . . . . . . . . . . 357 Customer Information 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

Buick Enclave Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13527524) - 2020 - CRC - 4/10/19
Customer Information 345resolved 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 the Council of Better Business
Bureaus 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
Council of Better Business Bureaus,
Inc.
3033 Wilson Boulevard
Suite 600
Arlington, VA 22201
Telephone: 1-800-955-5100
http://www.bbb.org/council/
programs-services/
dispute-handling-and-resolution/
bbb-auto-line
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.

Buick Enclave Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13527524) - 2020 - CRC - 4/10/19
346 Customer Information 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).
Customer Assistance
Offices Buick encourages customers to call
the toll-free number for assistance.
However, if a customer wishes to
write or e-mail Buick, the letter
should be addressed to: United States and Puerto Rico Buick Customer Assistance Center
P.O. Box 33136
Detroit, MI 48232-5136
www.Buick.com
1-800-521-7300
1-800-832-8425 (For Text
Telephone devices (TTYs))
Roadside Assistance:
1-800-252-1112
From U.S. Virgin Islands:
1-800-496-9994
Canada General Motors of Canada
Company
Customer Care Centre, Mail Code:
CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gm.ca
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text
Telephone devices (TTYs))
Roadside Assistance:
1-800-268-6800

Buick Enclave Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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Customer Information 347All Overseas Locations Please contact the local General
Motors Business Unit.
Customer Assistance for
Text Telephone (TTY)
Users To assist customers who are deaf,
hard of hearing, or speech-impaired
and who use Text Telephones
(TTYs), Buick has TTY equipment
available at its Customer Assistance
Center. Any TTY user can
communicate with Buick by dialing:
1-800-832-8425. TTY users in
Canada can dial 1-800-263-3830.
Online Owner Center Online Owner Experience
(U.S.) my.buick.com
The Buick online owner experience
allows access to videos, articles,
and vehicle health specific to your
Buick as well as your OnStar
Account information all in one place. Membership Benefits
E : Download owner ’ s manuals
and view vehicle-specific how-to
videos.
G : View maintenance schedules,
alerts, and Vehicle Diagnostic
Information. Schedule service
appointments.
I : View and print dealer-recorded
service records and self-recorded
service records.
D : Select a dealer and view
locations, maps, phone numbers,
and hours.
r : Track your vehicle ’ s warranty
information.
J : View active recalls by Vehicle
Identification Number (VIN). See
Vehicle Identification Number (VIN)
0 340 .
H : Compare and shop for Buick
and OnStar plans and services.
View GM Card and SiriusXM
information (if equipped).
F : Chat with online help
representatives. See my.buick.com to register your
vehicle.
Buick Owner Centre (Canada)
mybuick.ca Visit the Buick Owner Centre at
mybuick.ca (English) or my.buick.ca
(French) to access similar benefits
to the U.S. site.
GM Mobility
Reimbursement Program
This program is available to
qualified applicants for cost
reimbursement, up to certain limits,
of eligible aftermarket adaptive
equipment required for the vehicle,
such as hand controls or a
wheelchair/scooter lift for the
vehicle.

Buick Enclave Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13527524) - 2020 - CRC - 4/10/19
348 Customer Information To learn about the GM Mobility
program, see www.gmmobility.com
or call the GM Mobility Assistance
Center at 1-800-323-9935. Text
Telephone (TTY) users, call
1-800-833-9935.
General Motors of Canada also has
a Mobility program. See www.gm.ca
or call 1-800-GM-DRIVE
(800-463-7483) for details. TTY
users call 1-800-263-3830.
Roadside Assistance
Program For U.S.-purchased vehicles, call
1-800-252-1112; (Text Telephone
(TTY): 1-888-889-2438).
For Canadian-purchased vehicles,
call 1-800-268-6800.
Service is available 24 hours a day,
365 days a year.
Calling for Assistance
When calling Roadside Assistance,
have the following information
ready: .
Your name, home address, and
home telephone number
.
Telephone number of your
location
.
Location of the vehicle
.
Model, year, color, and license
plate number of the vehicle
.
Odometer reading, Vehicle
Identification Number (VIN), and
delivery date of the vehicle
.
Description of the problem
Coverage Services are provided for the
duration of the vehicle ’ s powertrain
warranty.
In the U.S., anyone driving the
vehicle is covered. In Canada, a
person driving the vehicle without
permission from the owner is not
covered.
Roadside Assistance is not a part of
the New Vehicle Limited Warranty.
General Motors North America and
Buick reserve the right to make any changes or discontinue the
Roadside Assistance program at
any time without notification.
General Motors North America and
Buick reserve the right to limit
services or payment to an owner or
driver if they decide the claims are
made too often, or the same type of
claim is made many times.
Services Provided .
Emergency Fuel Delivery:
Delivery of enough fuel for the
vehicle to get to the nearest
service station.
.
Lock-Out Service: Service to
unlock the vehicle if you are
locked out. A remote unlock may
be available if you have OnStar.
For security reasons, the driver
must present identification
before this service is given.
.
Emergency Tow from a Public
Road or Highway: Tow to the
nearest Buick dealer for
warranty service, or if the vehicle
was in a crash and cannot be

Buick Enclave Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
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Customer Information 349driven. Assistance is not given
when the vehicle is stuck in
sand, mud, or snow.
.
Flat Tire Change: Service to
change a flat tire with the spare
tire. The spare tire, if equipped,
must be in good condition and
properly inflated. It is the owner's
responsibility for the repair or
replacement of the tire if it is not
covered by the warranty.
.
Battery Jump Start: Service to
jump start a dead battery.
.
Trip Interruption Benefits and
Assistance: If your trip is
interrupted due to a warranty
event, incidental expenses may
be reimbursed within the
Powertrain warranty period.
Items considered are reasonable
and customary hotel, meals,
rental car, or a vehicle being
delivered back to the customer,
up to 500 miles.
Services Not Included in
Roadside Assistance
.
Impound towing caused by
violation of any laws. .
Legal fines.
.
Mounting, dismounting,
or changing of snow tires,
chains, or other traction devices.
Service is not provided if a vehicle
is in an area that is not accessible
to the service vehicle or is not a
regularly traveled or maintained
public road, which includes ice and
winter roads. Off-road use is not
covered.
Services Specific to
Canadian-Purchased Vehicles .
Fuel Delivery: Reimbursement
is up to 7 liters. Diesel fuel
delivery may be restricted.
Propane and other fuels are not
provided through this service.
.
Lock-Out Service: Vehicle
registration is required.
.
Trip Interruption Benefits and
Assistance: Must be over
150 km from where your trip was
started to qualify.
Pre-authorization, original
detailed receipts, and a copy of
the repair orders are required. Once authorization has been
received, the Roadside
Assistance advisor will help you
make arrangements and explain
how to receive payment.
.
Alternative Service: If
assistance cannot be provided
right away, the Roadside
Assistance advisor may give
permission to get local
emergency road service. You will
receive payment, up to $100,
after sending the original receipt
to Roadside Assistance.
Mechanical failures may be
covered, however any cost for
parts and labor for repairs not
covered by the warranty are the
owner responsibility.
Scheduling Service
Appointments When the vehicle requires warranty
service, contact your dealer and
request an appointment. By
scheduling a service appointment
and advising the service consultant

Buick Enclave Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13527524) - 2020 - CRC - 4/10/19
350 Customer Information of your transportation needs, your
dealer can help minimize your
inconvenience.
If the vehicle cannot be scheduled
into the service department
immediately, keep driving it until it
can be scheduled for service,
unless, of course, the problem is
safety related. If it is, please call
your dealership, let them know this,
and ask for instructions.
If your dealer requests you to bring
the vehicle for service, you are
urged to do so as early in the work
day as possible to allow for
same-day repair.
Courtesy Transportation
Program To enhance your ownership
experience, we and our participating
dealers are proud to offer Courtesy
Transportation, a customer support
program for vehicles with the
Bumper-to-Bumper (Base Warranty
Coverage period in Canada), extended powertrain, and/or
hybrid-specific warranties in both
the U.S. and Canada.
Several Courtesy Transportation
options are available to assist in
reducing inconvenience when
warranty repairs are required.
Courtesy Transportation is not a
part of the New Vehicle Limited
Warranty. A separate booklet
entitled “ Limited Warranty and
Owner Assistance Information ”
furnished with each new vehicle
provides detailed warranty coverage
information.
Transportation Options Warranty service can generally be
completed while you wait. However,
if you are unable to do so, your
dealer may offer the following
transportation options:
Shuttle Service
This includes one-way or round-trip
shuttle service within reasonable
time and distance parameters of
your dealer's area. Public Transportation or Fuel
Reimbursement
If overnight warranty repairs are
needed, and public transportation is
used, the expense must be
supported by original receipts and
within the maximum amount allowed
by GM. If U.S. customers arrange
their own transportation, limited
reimbursement for reasonable fuel
expenses may be available. Claim
amounts should reflect actual costs
and be supported by original
receipts. See your dealer for
information.
Courtesy Rental Vehicle
For an overnight warranty repair, the
dealer may provide an available
courtesy rental vehicle or provide for
reimbursement of a rental vehicle.
Reimbursement is limited and must
be supported by original receipts as
well as a signed and completed
rental agreement and meet state/
provincial, local, and rental vehicle
provider requirements.
Requirements vary and may include
minimum age requirements,
insurance coverage, credit card, etc.

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Customer Information 351Additional fees such as fuel, rental
vehicle insurance, taxes, levies,
usage fees, excessive mileage,
or rental usage beyond the
completion of the repair are also
your responsibility.
It may not be possible to provide a
like vehicle as a courtesy rental.
Additional Program
Information All program options, such as shuttle
service, may not be available at
every dealer. Contact your dealer
for specific availability.
General Motors reserves the right to
unilaterally modify, change,
or discontinue Courtesy
Transportation at any time and to
resolve all questions of claim
eligibility pursuant to the terms and
conditions described herein at its
sole discretion.
Collision Damage Repair If the vehicle is involved in a
collision and it is damaged, have the
damage repaired by a qualified technician using the proper
equipment and quality replacement
parts. Poorly performed collision
repairs diminish the vehicle resale
value, and safety performance can
be compromised in subsequent
collisions.
Collision Parts Genuine GM Collision parts are new
parts made with the same materials
and construction methods as the
parts with which the vehicle was
originally built. Genuine GM
Collision parts are the best choice to
ensure that the vehicle's designed
appearance, durability, and safety
are preserved. The use of Genuine
GM parts can help maintain the GM
New Vehicle Limited Warranty.
Recycled original equipment parts
may also be used for repair. These
parts are typically removed from
vehicles that were total losses in
prior crashes. In most cases, the
parts being recycled are from
undamaged sections of the vehicle.
A recycled original equipment GM
part may be an acceptable choice to maintain the vehicle's originally
designed appearance and safety
performance; however, the history of
these parts is not known. Such parts
are not covered by the GM New
Vehicle Limited Warranty, and any
related failures are not covered by
that warranty.
Aftermarket collision parts are also
available. These are made by
companies other than GM and may
not have been tested for the vehicle.
As a result, these parts may fit
poorly, exhibit premature durability/
corrosion problems, and may not
perform properly in subsequent
collisions. Aftermarket parts are not
covered by the GM New Vehicle
Limited Warranty, and any vehicle
failure related to such parts is not
covered by that warranty.
Repair Facility
GM also recommends that you
choose a collision repair facility that
meets your needs before you ever
need collision repairs. Your dealer
may have a collision repair center
with GM-trained technicians and