2020 CHEVROLET EXPRESS Get To Know Guide

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
320 Technical Data
Engine Drive Belt Routing
4.3L V6 Engine (LV1)
6.0L V8 Engine (L96/LC8)
If equipped with a diesel engine,
see the Duramax diesel
supplement.

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
Customer Information 321
Customer
Information
Customer Information
Customer SatisfactionProcedure . . . . . . . . . . . . . . . . . . . 321
Customer Assistance Offices . . . . . . . . . . . . . . . . . . . . . . 323
Customer Assistance for Text Telephone (TTY) Users . . . . . 324
Online Owner Center . . . . . . . . . 324
GM Mobility Reimbursement Program . . . . . . . . . . . . . . . . . . . . 325
Roadside Assistance Program . . . . . . . . . . . . . . . . . . . . 325
Scheduling Service Appointments . . . . . . . . . . . . . . . 327
Courtesy Transportation Program . . . . . . . . . . . . . . . . . . . . 327
Collision Damage Repair . . . . . 328
Publication Ordering Information . . . . . . . . . . . . . . . . . . 330
Radio Frequency Statement . . . . . . . . . . . . . . . . . . . 331
Reporting Safety Defects
Reporting Safety Defects tothe United States
Government . . . . . . . . . . . . . . . . . 331
Reporting Safety Defects to the Canadian
Government . . . . . . . . . . . . . . . . . 332
Reporting Safety Defects to General Motors . . . . . . . . . . . . . 332
Vehicle Data Recording and
Privacy
Vehicle Data Recording andPrivacy . . . . . . . . . . . . . . . . . . . . . . 333
Cybersecurity . . . . . . . . . . . . . . . . . 333
Event Data Recorders . . . . . . . . 333
OnStar . . . . . . . . . . . . . . . . . . . . . . . 334
Infotainment System . . . . . . . . . . 334
Customer Information
Customer Satisfaction
Procedure
Your satisfaction and goodwill are
important to your dealer and to
Chevrolet. 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

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
322 Customer Information
resolved by your dealership without
further help, in the U.S., call the
Chevrolet Customer Assistance
Center at 1-800-222-1020. In
Canada, call 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 your
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 Chevrolet,
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 your 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
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.
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

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
Customer Information 323
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:The 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
Your inquiry should be accompanied
by the Vehicle Identification
Number (VIN).
Customer Assistance
Offices
Chevrolet encourages customers to
call the toll-free number for
assistance. However, if a customer
wishes to write or e-mail Chevrolet,
the letter should be addressed to:
United States and Puerto Rico
Chevrolet Motor Division
Chevrolet Customer Assistance
Center
P.O. Box 33170
Detroit, MI 48232-5170
www.Chevrolet.com
1-800-222-1020
1-800-833-2438 (For Text
Telephone Devices (TTYs))
Roadside Assistance:
1-800-243-8872
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

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
324 Customer Information
Telephone devices (TTYs))
Roadside Assistance:
1-800-268-6800
Overseas
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), Chevrolet has TTY
equipment available at its Customer
Assistance Center. Any TTY user in
the U.S. can communicate with
Chevrolet by dialing:
1-800-833-2438. TTY users in
Canada can dial 1-800-263-3830.
Online Owner Center
Online Owner Experience
(U.S.) my.chevrolet.com
The Chevrolet online owner
experience allows access to videos,
articles, and vehicle health specific
to your Chevrolet 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 preferred 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)
0 317.
H:Compare and shop for
Chevrolet and OnStar plans and
services. View GM Card and
SiriusXM information (if equipped).
F: Chat with online help
representatives.
See my.chevrolet.com to register
your vehicle.
Chevrolet Owner Centre
(Canada) mychevrolet.ca
Visit the Chevrolet Owner Centre at
mychevrolet.ca (English) or
my.chevrolet.ca (French) to access
similar benefits to the U.S. site.

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
Customer Information 325
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.
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
1-800-243-8872. (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
Chevrolet reserve the right to make
any changes or discontinue the
Roadside Assistance program at
any time without notification.
General Motors North America and
Chevrolet 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.

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
326 Customer Information
.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 Chevrolet dealer for
warranty service, or if the vehicle
was in a crash and cannot be
driven. Assistance is not given
when the vehicle is stuck in the
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. If available,
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 to
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

Chevrolet Express Owner Manual (GMNA-Localizing-U.S./Canada/Mexico-
13882570) - 2020 - CRC - 11/1/19
Customer Information 327
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
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.
The Courtesy Transportation
program is no longer available for
cutaway vehicles.
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 manual
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.