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Service Bulletin

File in Section: 00 - General Information

Bulletin No.: 07-00-89-037J

Date: October, 2016

WARRANTYADMINISTRATION

Subject: Courtesy Transportation and Roadside Assistance Programs

Models: 2017 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 OfficeLetters for program details.

This Bulletin has been revised to update approval requirements for rentals exceeding 3 days.Please discard Corporate Bulletin Number 07-00-89-037I.

Important: Courtesy Transportation and RoadsideAssistance are not part of or included in the coverageprovided by the New Vehicle Limited Warranty.Requests for reimbursement for CourtesyTransportation and/or Roadside Assistance under theCourtesy Transportation and/or Roadside AssistancePrograms are considered on a case-by-case basis. GMreserves the right to modify or discontinue the CourtesyTransportation and/or Roadside Assistance Programsat any time.

Courtesy Transportation ProgramOne of the hallmarks of GM Warranty Administrationhas been the ability to offer a comprehensive courtesytransportation program to our customers.The designated preferred suppliers have agreed toadhere to the following program guidelines:Tier 1 (All GM models, except Cadillac) - $38.00* orless per dayTier 2 (Cadillac Only) - $47.00* or less per day* Rates include all applicable state and local salestaxes, security and stadium fees, along with any levies(including licensing fees). The rental supplier isresponsible for remitting taxes and fees to individualstates as required.

• 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 attemptshould be made to provide the same make/modelof vehicle that the customer owns or leases. If this

is not possible, upgrades to higher class GMbrands, including Cadillac, should be utilized forcustomer satisfaction. (Refer to attachment A).

• Hours of operation (minimum standard) will beMonday – Saturday, 8:00 AM – 5:00 PM.

• GM dealers will provide payment to supplier(s).GM does not remit payment directly to rentalagencies.

• Reimbursement will not be provided for non-GMrental vehicles.

• Dealer discretion for choice of supplier andminimum/maximum volumes required for servicerentals.

Program Coverage and Eligibility

Courtesy Transportation can be made available for:• Warranty repairs for all GM vehicle purchase/

lease customers and GM company-owned vehicledrivers within the Bumper-to-Bumper andPowertrain coverage of the New Vehicle LimitedWarranty (excluding Medium Duty trucks).

• Warranty repairs within the 8 year/100,000 mileHybrid Specific Warranty for all Hybrid vehicles.

• May be used in conjunction with adjustmentsoutside the warranty on a case-by-case basis.

• Please refer to the vehicle’s Warranty and OwnerAssistance Manual or the Applicable Warrantiessection of Investigate Vehicle History (IVH) forvehicle-specific age/mileage warranty terms.

• Courtesy Transportation may be available withinthe terms of the Certified Used Programs. Pleaserefer to IVH to verify eligibility.

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Field Action Courtesy Transportation Policy

Courtesy transportation during field action repairs iseligible if:1. The vehicle is within the bumper-to-bumper

warranty, or2. The involved component is currently covered

under the terms of the Limited PowertrainWarranty, or

3. The Field Action Bulletin specifically includesprovisions for Courtesy Transportation beyond theWarranty Coverage Period.

Important: Some GM vehicles may have differentCourtesy Transportation Program Terms. Please referto the Owner’s Manual for details.Courtesy transportation expenses are ineligible forreimbursement under the following circumstances:

• Non-warranty Service Agent provided services,such as customer pay.

• All GM brand maintenance programs services.• Excessive use of a rental vehicle beyond

completion of the warranty repair is the customer ’sresponsibility.

• During services provided to vehicles in daily andlong-term rental service, demonstrator service,and Service Agent-owned vehicles.

• Rentals exceeding 2 days when parts expeditingcharges are also being applied to the job card (amaximum of 2 days rental will be allowed).

• Rentals for 4 or more days require DistrictManager Aftersales (DMA)/District ManagerCombined (DMC) authorization via theEmpowerment Portal prior to transactionsubmission. DMA/DMC should be notified via theEmpowerment Portal within 4 days of placing thecustomer in rental.

• Non-GM provided rental vehicles.• 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 additionalcharges can be added to the Rental Agreementthat would cause the daily rate to exceed theGeneral Motors program allowance.

• Vehicle rental periods prolonged by the ServiceAgent personnel, processes, shop schedulingand/or practices are considered the responsibilityof the Service Agent.

Courtesy Transportation Options

Same-Day Repairs *• Shuttle Service - Providing a shuttle service for

customers is the preferred transportationalternative and should be considered any time awarranty service appointment is scheduled or aneligible vehicle is brought in for a warranty repair.The Service Agent can submit up to $7.50 eachway for shuttle service provided. If the ServiceAgent does not operate a shuttle service, then thecustomer may utilize public transportation (taxi,bus, train, etc.) and submit original receipt(s) forreimbursement consideration up to $7.50each way.

* Cadillac Customers may be offered any transportationoption for same-day repairs.* Chevrolet, Buick and GMC customers may be offeredsame-day service loaners in conjunction with theEnhanced Chevrolet, Buick-GMC CourtesyTransportation Program Guidelines (Refer to Article1.4.1 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 overnightwarranty repairs, customers who elect to utilizerides from another person (i.e. friend, neighbor,etc.) in lieu of a rental vehicle may receivereimbursement for their actual cost (based on paidreceipts) of fuel purchased up to $10 per day, $50maximum.

• Reimbursement for Use of Public Transportation -When an eligible vehicle is unavailable due toovernight warranty repairs, customers who useany form of public transportation in lieu of a rentalvehicle may receive reimbursement for their actualcost based on receipts provided up to $37 per day,$111 maximum.

Overnight Repairs – Rental Vehicle Policies

When an eligible vehicle is unavailable due to overnightwarranty repairs, a rental vehicle up to a maximum of$38 (for most GM vehicles) per day may be provided.Scheduling service appointments increase ServiceAgent efficiency and customer satisfaction, whileminimizing vehicle repair time. If the vehicle cannot bescheduled in the service department and is stilloperative and safe to drive, the customer should beencouraged to drive the vehicle. Scheduling servicevisits late in the afternoon or immediately prior to aweekend or holiday when service will not be performeduntil the next working day does not constitute anovernight repair, unless the vehicle is inoperative orotherwise unsafe to operate.Rental Vehicle-Brand: GM requires the rental vehicleprovided to the customer be a GM model. The modelyear of the GM vehicle must also be current or withinthe past (1) model year. Every attempt should be madeto provide the same make/model of vehicle that thecustomer owns. If the same make/model is notavailable, it is recommended that the customer ’s needsbe filled by the same class of vehicle (ie: an SUV for an

Bulletin No.: 07-00-89-037J October, 2016 Page 3

SUV). If this is not possible, other GM brands areacceptable, including upgrades to higher class vehiclesincluding Cadillac.Rental Term (Length) and Service ManagementAuthorization Requirements: The maximum vehiclerental reimbursement period is 3 days. DMA/DMCauthorization is required on any rental vehicles 4 ormore days prior to transaction submission. DMA/DMCmust be notified within 4 days of placing the customerin rental to request authorization and documentextenuating circumstances to exceed the 3 day limit.Issue Escalation Process: In the event a concernarises between the Service Agent and the designatedpreferred rental agency on GM vehicle availability ordaily rental charges, the Service Agent should escalatethe issue with their GM Field Representative.

Preferred Rental Agencies

The following is a list of designated preferred rentalagencies for the Courtesy Transportation Programwhen vehicles are obtained from a source outside ofthe Service Agent.

National Level (U.S.)Enterprise Holdings, Inc. - 6727 locations, Phone:800-261-7331Hertz Corporate - 3200 locations, Phone:800-654-3131Avis Corporate - 1350 locations, Phone: 800-230-4898

__________________________________________________________________

Regional Level (Select Agencies & Licensees)

North Central

Penske Car Rental2555 Telegraph RoadBloomfield Hills, MI 48302(248) 648-2500

Sonju Enterprises (Avis-Budget)Sawyer International Airport225 Airport AvenueMarquette, MI 49841(906) 346-6398

Sonju Enterprises (Avis-Budget)Ramada412 W. Washington StreetMarquette, MI 49855(906) 346-6398

National/Alamo4125 Hangar Drive NWBemidji, MN 56601(218) 751-1880

Sonju Enterprises (Avis-Budget)Duluth International Airport4701 Grinden DriveDuluth, MN 55816(218) 727-7233

Sonju Enterprises (Avis-Budget)Airways Aviation2002 Airport RoadGrand Rapids, MI 55744(218) 727-7233

Sonju Enterprises (Avis-Budget)Falls International Airport2643 CR 108International Falls, MN 56649(218) 285-7799

HertzBismarck Municipal Airport2301 University DriveBismarck, ND 58502(701) 223-3977

Avis1557 University DriveFargo, ND 58103(701) 241-1580

Rydell Auto Center2700 South WashingtonGrand Forks, ND 58208(701) 772-7211

Byers Car Rentals (Hertz)4200 International GatewayColumbus, OH 43219(614) 239-1084

5 Star Rental, Inc. (Avis)4550 Terminal Road, Suite 107Rapid City, SD 57703(605) 393-8911

HertzRegional Airport4550 Terminal Road, Suite 108Rapid City, SD 57703(605) 393-0160

HertzCostello Terminal2801 Jaycee LaneSioux Falls, SD 57104(605) 336-8790

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MayfairAirport2727 E. Layton AvenueCudahy, WI 53110(414) 489-6600

Mayfair6319 S. 108th StreetFranklin, WI 53132(414) 427-0300

Mayfair5788 Hwy 60 EastHartford, WI 53027(262) 670-3527

Mayfair7519 60th AvenueKenosha, WI 53142(262) 654-5430

Mayfair6841 W. Brown Deer RoadMilwaukee, WI 53223(414) 354-8600

Mayfair36833 Wisconsin AvenueOconomowoc, WI 53066(262) 569-4390

Mayfair7904 Washington AvenueRacine, WI 53406(262) 884-0550

Mayfair1720 Paramount DriveWaukesha, WI 53186(262) 513-3330

Mayfair1750 N. Mayfair RoadWauwatosa, WI 53226(414) 258-4441

Broadway (Hertz)1964 Airport RoadGreen Bay, WI 54313(920) 498-6411

Sonju Enterprises (Avis-Budget)3022 Tower AvenueSuperior, WI 54880(218) 727-7233

Northeast

Lombardo Companies Inc. (Avis)500 Stevenson BoulevardNew Kensington, PA 15068(724) 337-4518

Southeast

E-Z Rent A Car2003 McCoy Road, Suite AOrlando, FL 32809(407) 888-0504

Triangle Rent A Car4817 Hargrove RoadRaleigh, NC 27616(919) 851-2113

South Central

Bob’s Rentals, Inc. (Avis)2300 N. Airport Blvd. Suite 104Springfield, MO 65802(417) 865-9664

Bob’s Rentals, Inc. (Avis)491 Blue Sky LaneHollister, MO 65672(417) 334-4945

Bob’s Rentals, Inc. (Avis)2109 East 7th StreetJoplin, MO 64801(417) 206-2847

Bob’s Rentals, Inc. (Avis)1210 W. SunshineSpringfield, MO 65807(417) 864-4466

Coastal RAC, Inc. (Avis)PO Box 4875Corpus Christi, TX 78469(361) 883-5108

Bulletin No.: 07-00-89-037J October, 2016 Page 5

West

Budget1730 S. BroadwaySanta Maria, CA 93454(805) 922-2158

HertzMunicipal Airport1950 Airport Way, Box 1Pocatello, ID 83204(208) 233-2970

HertzFanning Field Airport2140 N. Skyline Drive, Box 13Idaho Falls, ID 83402(208) 529-3101

HertzFriedman Memorial Airport1220 Airport Way, Suite BHailey, ID 83333(208) 788-4548

Hertz3201 Airport Way, Suite 220Boise, ID 83705(208) 383-3100

HertzLewiston Municipal Airport406 Burrell, Suite 108Lewiston, ID 83501(208) 746-0411

Hertz226 E. BroadwayButte, MT 59701(406) 782-1054

HertzGallatin Field Airport850 Gallatin Field Road, Suite 8Belgrade-Bozeman, MT 59714(406) 388-6939

HertzBillings-Logan International Airport1901 Terminal CircleBillings, MT 59103(406) 248-9151

Hertz2800 Terminal Drive, Suite 106CGreat Falls, MT 59404(406) 761-6641

HertzHelena Regional Airport2850 Skyway DriveHelena, MT 59602(406) 449-4167

Hertz1573 N. Main StreetLayton, UT 84041(801) 773-6981

Hertz1805 W. 5300 SouthRoy, UT 84067(801) 614-5005

Hertz1575 N. Main StreetLayton, UT 84041(801) 773-6060

Hertz7440 6th Street, Building 420Hill AFB, UT 84056(801) 825-7300

HertzSpokane International Airport9000 W. Airport DriveSpokane, WA 99219(509) 747-3101

HertzPullman-Moscow Regional Airport3200 AirportPullman, WA 99163(509) 332-4485

HertzJackson Hole Municipal Airport1250 East Airport RoadJackson, WY 83001(307) 733-2272

HertzGillette-Campbell County Airport2000 Airport Road #145Gillette, WY 82716(307) 686-0550

HertzNatrona County Airport8500 Airport ParkwayCasper, WY 82604(307) 265-1355

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HertzRock Springs-Sweetwater County Airport382 Hwy 370Rock Springs, WY 82901(307) 382-3262

HertzYellowstone Regional Airport2101 Roger Sedam DriveCody, WY 82414(307) 587-2914

Rental Rate Reimbursement• Tier 1 Rentals (all GM brands/models, except

Cadillac) - The Service Agent can submit foractual rental expenses up to a maximum of $38per day when a GM vehicle is rented from apreferred rental agency.Chevrolet or Buick/GMC GMDRAC ServiceAgents will be reimbursed for $42 per day or $21for same/partial day when utilizing their loanerfleet for service rentals. If a Chevrolet or Buick/GMC Service Agent utilizes a preferred rentalagency, the daily rate is $38.

• Tier 2 Rentals (Cadillac Only) - The ServiceAgent can submit for actual rental expenses up toa maximum of $47 per day when a Cadillac isrented from a preferred rental agency, or when aService Agent-owned daily Cadillac rental is used.

Rate Allowance Examples:

VehicleBeing

Serviced

RentalAgency

VehicleRented

Allowance

CadillacCTS

Enterprise Cadillac XTS $47

CadillacEscalade

Avis Cadillac CTS $47

CadillacCTS

Enterprise ChevroletMalibu

$38

Any GMVehicle

Any Source Non-GM $0

• Cadillac Courtesy Transportation Alternative(CTA) Program - Service Agents will only be ableto claim warranty rental reimbursement whilebuilding their CTA fleet up to the required level (90day time period).

TaxesPreferred suppliers will absorb all taxes at the agreedupon rates listed in this bulletin.

Courtesy Transportation WarrantyTransaction SubmissionSubmit the courtesy transportation expense using theappropriate Net Item below under the labor operationthat necessitated its use.

• When one or more repair is performed on a singlejob card, the entire courtesy transportationexpense should be submitted on the one linecausing the biggest need for the expense.

• In the event that a customer is provided a one-dayrental when no repair is performed for their statedcondition, the rental expense may be claimedusing labor operation 0600008. A maximum of oneday may be claimed using this labor operation.Use of 0600008 is prohibited when claiming anyCourtesy Transportation expense on any othertransaction on the same Job Card.

Shuttle Net Item Type - Enter the shuttle amount up toa maximum of $7.50 each way, and select the radiobutton indicating if this was for a “One Way” or “TwoWay” shuttle.

Bulletin No.: 07-00-89-037J October, 2016 Page 7

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Rental Net Item Type - Enter the rental amount not toexceed the published maximum allowed amounts perthis bulletin. Once an amount is entered, you will berequired to supply the VIN of the GM rental vehicleprovided and the total number of rental days. You willthen select the Rental Reason that applies from thedrop down selection.

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Public Transportation Net Type -When an eligiblecustomer utilizes any form of public transportation inlieu of a rental or shuttle, they may receivereimbursement for their actual cost based on receipt(s)provided. When the transportation was in lieu of aService Agent-provided shuttle, submit for a maximumof $7.50 each way. When the vehicle is unavailable dueto overnight repairs, and public transportation was usedin lieu of a rental vehicle, submit for a maximum of $37per day, or $111 total.

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Customer Reimbursement Net Item Type - Theamount should be entered where a customer has paidfor fuel that normally would be covered under theprovisions of the courtesy transportation program. If anamount is entered, the invoice number from theCustomer’s receipt is required.

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Job Card Documentation• Record on the job card the reason for Courtesy

Transportation, the type provided, date, times anddriver information.

• A copy of the Rental Agreement, Service Agentowned rental documentation, or other applicablereceipts should be attached to the warranty copyof the job card for an overnight courtesytransportation expense.

• When providing reimbursement for other approvedexpenses under the Courtesy Transportationguidelines, cross-reference the reimbursementcheck number, date and amount on the job card.Attach a copy of the receipt to the warranty copyof the job card.

Roadside Assistance ProgramGM is proud to offer the response, security, andconvenience of the 24-hour Roadside AssistanceProgram. GM's Roadside Assistance coverage isdesigned to assist owners with emergency and otherlight services.* This customer support program is for allGM vehicles purchased or leased (retail or fleet).* Medium Duty Trucks include tow services only.

Bulletin No.: 07-00-89-037J October, 2016 Page 9

Program Coverage and EligibilityRoadside Assistance is available for:

• Warranty repairs for all GM vehicle purchase/lease customers and GM company-ownedvehicles within the Bumper-to-Bumper andPowertrain coverage of the New Vehicle LimitedWarranty (excluding Medium Duty trucks).

• Within the 8 year/100,000 mile Hybrid SpecificWarranty for all Hybrid vehicles.

• Towing is available for certain non-warrantyrepairs (for example, accidents) coinciding withthe Powertrain Warranty age/mileage coverageperiod.

• May be used in conjunction with adjustmentsoutside the warranty on a case-by-case basis.

• Please refer to the vehicle’s Warranty and OwnerAssistance Manual or the Applicable Warrantiessection of Investigate Vehicle History (IVH) forvehicle-specific age/mileage warranty terms.

• Roadside Assistance may be available within theterms of the Certified Used Programs. Pleaserefer to IVH to verify eligibility.

Roadside Assistance Services Provided• 24-hour, 7 day/week toll-free 800 phone

assistance• Emergency fuel delivery (legal roadways)• Mobile EV Charging (select markets)• 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 costmay be customer pay) or Tire Inflator Kit Service(as equipped)

• Towing (legal roadways)All "Roadside Assistance" programs, excluding serviceprovided by Cadillac, are provided by GM RoadsideAssistance suppliers. Refer to the Warranty and OwnerAssistance Information booklets for the correspondingRoadside Assistance phone numbers and additionaldetails.

GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform thesetechnicians of conditions that may occur on some vehicles, or to provide information that could assist in the properservice of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do ajob properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that yourvehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from theinformation.

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