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Chevrolet Equinox Service Manual: #07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

Chevrolet Equinox Service Manual / Vehicle - General / #07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

Subject:Warranty Administration – Courtesy Transportation and Roadside Assistance Programs

#07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

Models: 2014 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 is being revised to add the 2014 model year and to update the laboroperation under Courtesy Transportation Warranty Transaction Submission. Please discardCorporate Bulletin Number 07-00-89-037E (Section 00 – General Information).

Important:Roadside Assistance and Courtesy Transportation Programs are not part of or includedin the coverage provided by the New Vehicle Limited Warranty. GM reserves the rightto modify or discontinue the Courtesy Transportation and/or Roadside Assistance Programsat any time.

Courtesy Transportation Program

Program Coverage and Eligibility

Courtesy Transportation can be made available for:

Warranty repairs for all GM vehicle purchase and lease customers within the Bumper-to-Bumperand Powertrain coverage of the New Vehicle Limited Warranty (excluding Medium Dutytrucks). See Warranty and Owner Assistance Manual or Investigate Vehicle History (IVH)for vehicle-specific age/mileage warranty terms.Warranty repairs within the 8 year/100,000 mile Hybrid Specific Warranty for all Hybridvehicles.GM company-owned vehicles.May be used in conjunction with adjustments outside the warranty on a case-by-casebasis.Courtesy Transportation may be available within the terms of the Certified Used Programs.Please refer to IVH to verify eligibility.

Important:Eligibility for Courtesy Transportation related to product recalls and special policieswill be addressed in the applicable bulletin.

Important:Some GM vehicles may have different Courtesy Transportation Program Terms. Pleaserefer to the Owner Manual for details.

The following transportation expenses are ineligible:

Transportation provided during non-warranty vehicle services. The number of vehiclerental reimbursement days claimed must be justified by the warranty repairs performed.Excessive use of a rental vehicle beyond completion of the warranty repair is thecustomer’s responsibility.During services provided to vehicles in daily and long-term rental service, demonstratorservice, and Service Agent-owned vehicles.Rentals exceeding 2 days when parts expediting charges are also being applied to thejob card (a maximum of 2 days rental will be allowed).When a non-GM rental vehicle is provided (extenuating circumstances should be reviewedwith your GM Representative if a GM vehicle can not be found). Service Agents maybe subject to chargeback action in the event that VIN information cannot be verifiedthrough the rental agency, or if the Service Agents cannot substantiate the reasoningfor using a non-GM rental vehicle.When a rental vehicle is provided that is older than the current or past 2 model years.Rental vehicle insurance, taxes, levies or any sort of vehicle licensing fee. No additionalcharges can be added to the Rental Agreement that would cause the daily rate to exceedthe General Motors allowance.Vehicle rental periods prolonged by the Service Agent personnel, processes, and/orpractices are considered the responsibility of the Service Agent.Beginning with the 2010 model year and going forward, the courtesy transportationprogram has been discontinued for Cutaway vehicles.

Courtesy Transportation Options

Same-Day Repairs *

Shuttle Service - Providing a shuttle service for customers is the preferred transportation alternativeand should be considered any time a warranty service appointment is scheduled or aneligible vehicle is brought in for a warranty repair. The Service Agent can submitup to $7.50 each way for shuttle service provided. If the Service Agent does not operatea shuttle service, then the customer may utilizepublic transportation (taxi, bus, train, etc.) and submit receipt(s) for reimbursementconsideration up to $7.50 each way.

* Cadillac Customers may be offered any transportation option for same-day repairs.

* Buick and GMC customers may be offered same-day service loaners in conjunction withthe Enhanced Buick-GMC Courtesy Transportation Program Guidelines (Refer to Article1.4.13.1 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 overnight warranty repairs, customerswho elect to utilize rides from another person (i.e. friend, neighbor, etc.) in lieuof a rental vehicle may receive reimbursement for their actual cost (based on paidreceipts) of fuel purchased up to $10 per day, $50 maximum.Reimbursement for Use of Public Transportation - When an eligible vehicle is unavailable due to overnight warranty repairs, customerswho use any form of public transportation in lieu of a rental vehicle may receivereimbursement for their actual cost based on receipts provided up to $37 per day,$111 maximum.

Overnight Repairs – Rental Vehicle Policies

When an eligible vehicle is unavailable due to overnight warranty repairs, a rentalvehicle up to a maximum of $38 (for most GM vehicles) per day may be provided.

When an eligible vehicle is unavailable due to overnight repairs, a rental vehiclemay be provided. Scheduling service appointments increase Service Agent efficiencyand customer satisfaction, while minimizing vehicle repair time. If the vehicle cannotbe scheduled in the service department, is still operative and safe to drive, thecustomer should be encouraged to drive the vehicle. Scheduling service visits latein the afternoon orimmediately prior to a weekend or holiday, when service will not be performed untilthe next working day, does not constitute an overnight repair, unless the vehicleis inoperative or otherwise unsafe to operate.

Rental Vehicle-Brand: GM requires the rental vehicle provided to the customer be a GM model. The modelyear of the GM vehicle must also be current or within the past two model years. Everyattempt should be made to provide the same make/model of vehicle that the customerowns. If the same make/model is not available, it is recommended that the customer’sneeds be filled by the same class of vehicle (ie: an SUVfor an SUV). If this is not possible, other GM brands are acceptable, including upgradesto higher class vehicles including Cadillac.

Rental Term (Length): The maximum vehicle rental reimbursement period is 5 days. Service Manager approvalis required for 2 to 5 day rentals. GM authorization is required on any rental 6 ormore days.

Preferred Outside Rental Agency: Enterprise Rent-A-Car has been designated as GM's preferred supplier of CourtesyTransportation vehicles when obtained from a source outside of the Service Agent.Through a national agreement, Enterprise will maintain a fleet of GM vehicles, includingCadillac models, for the purpose of meeting our customer's courtesy transportationneeds. It is preferable for Service Agents tocontact Enterprise first when obtaining a rental vehicle from outside the ServiceAgent.

Enterprise Issue Escalation Process: In the event a concern arises between the Service Agent and the local EnterpriseRent-A-Car agency on GM vehicle availability or daily rental charges, the ServiceAgent should escalate the issue with the Enterprise Area Manager (and higher if needed).If the concern is not resolved, the Service Agent should review the issue with theirGM Field Representative. Contactwill be made with the Corporate Enterprise Rent-A-Car headquarters for resolution.

Rental Rate Reimbursement

Tier 1 Rentals (all GM brands/models, except Cadillac) - The Service Agent can submit for actual rental expenses up to a maximum of $38 perday when a GM vehicle is rented from Enterprise Rent-A-Car, another rental agency,or when a Service-Agent owned daily rental is used.

Buick/GMC GMDRAC Service Agents will be reimbursed for $42 per day or $21 partial-daywhen utilizing their loaner fleetfor service rentals. If a Buick/GMC Service Agent utilizes Enterprise Rent-A-Car orother rental agency, the daily rate is $38.

Tier 2 Rentals (Cadillac Only) - The Service Agent can submit for actual rental expenses up to a maximum of $47 perday when a Cadillac is rented from Enterprise Rent-A-Car, another rental agency, orwhen a Service Agent-owned daily Cadillac rental is used.

Any other GM vehicle (excluding Cadillac) can be rented at a daily reimbursement rateof $38.

Rate Allowance Examples:

Vehicle Being Serviced

Rental Agency

Vehicle Rented

Allowance

Cadillac CTS

Enterprise

Cadillac DTS

$47

Cadillac Escalade

Avis

Cadillac CTS

$47

Cadillac CTS

Enterprise

Chevrolet HHR

$38

Any GM Vehicle

Any Source

Ford

$0

Cadillac Courtesy Transportation Alternative (CTA) Program - Service Agents will only be able to claim warranty rental reimbursement while buildingtheir CTA fleet up to the required level (90 day time period).High Expense Geographic Areas - Certain Service Agents have been designated as "high expense" because they operatein higher cost of living areas. Service Agents located in these areas are eligiblefor an increased maximum amount of $5.00 for each rental day (based on actual expenses).The following geographic areas qualify as “high expense” areas:The Five Boroughs of New York CityThe BronxBrooklynManhattanQueensStaten IslandNew York - Long Island and Westchester CountyConnecticut - Fairfield and New Haven CountiesState of New Jersey

High expense Service Agents can utilize Enterprise Rent-A-Car, other rental agency,or Service Agent daily rental vehicle to qualify for high expense reimbursement.

Taxes - Enterprise will absorb all taxes at the agreed upon rates provided:Service Agents use Enterprise as their preferred courtesy transportation service provider.Any deviation from using Enterprise as a preferred supplier will require GM RegionalOffice approval.Service Agents can utilize another supplier if there are unresolved issues relatingto timeliness, vehicle cleanliness, vehicle maintenance, professionalism, or ongoingconcerns with customers receiving add-on charges for service rentals. Additionally,exceptions also will apply for Service Agents (excluding Service Agents that operateCTA or other GM sponsored fleet vehicles) if fill rates of GM brand vehicles fallbelow 90% fora 60 day period.Courtesy Transportation Warranty Transaction Submission

Submit the courtesy transportation expense using the appropriate Net Item below underthe labor operation that necessitated its use.

When one or more repair is performed on a single job card, the entire courtesy transportationexpense should be submitted on the one line causing the biggest need for the expense.In the event that a customer is provided a one-day rental when no repair is performedfor their stated condition, the rental expense may be claimed using labor operation0600008. A maximum of one day may be claimed using this labor operation. Use of 0600008is prohibited when claiming any Courtesy Transportation expense on any other transactionon the same Job Card.

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

#07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

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Rental Net Item Type - Enter the rental amount not to exceed the published maximum allowed amounts per thisbulletin. Once an amount is entered, you will be required to supply the VIN of theGM rental vehicle provided and the total number of rental days. You will then selectthe Rental Reason that applies from the drop down selection.

#07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

Public Transportation Net Type - When an eligible customer utilizes any form of public transportation in lieu of arental or shuttle, they may receive reimbursement for their actual cost based on receipt(s)provided. When the transportation was in lieu of a Service Agent-provided shuttle,submit for a maximum of $7.50 each way. When the vehicle is unavailable due to overnightrepairs, and public transportationwas used in lieu of a rental vehicle, submit for a maximum of $37 per day, or $111total.

#07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

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Customer Reimbursement Net Item Type - The amount should be entered where a customer has paid for fuel that normally wouldbe covered under the provisions of the courtesy transportation program. If an amountis entered, the invoice number from the Customer’s receipt is required.

#07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

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Job Card Documentation

Record on the job card the reason for Courtesy Transportation, the type provided,date, times and driver information.A copy of the Rental Agreement, Service Agent owned rental documentation, or otherapplicable receipts should be attached to the warranty copy of the job card for anovernight courtesy transportation expense. Service Agents using the Enterprise AutomatedRental Management System (ARMS) can utilize electronic invoicing.When providing reimbursement for other approved expenses under the Courtesy Transportationguidelines, cross-reference the reimbursement check number, date and amount on thejob card. Attach a copy of the receipt to the warranty copy of the job card.Roadside Assistance Program

GM is proud to offer the response, security, and convenience of the 24-hour RoadsideAssistance Program. GM's Roadside Assistance coverage is designed to assist ownerswith emergency and other light services.* This customer support program is for allGM vehicles purchased or leased (retail or fleet).

* Medium Duty Trucks include tow services only.

Program Coverage and Eligibility

2007 to 2012 model year vehicles - Roadside Assistance is available coinciding withthe 5 year/100,000 mile Powertrain Warranty coverage.

2013 model year and newer Chevrolet and GMC vehicles - Roadside Assistance is availablecoinciding with the 5 year/100,000 mile Powertrain Warranty coverage.

2013 and newer Buick and Cadillac vehicles - Roadside Assistance is available coincidingwith the 6 year/70,000 mile Powertrain Warranty coverage.

Towing is available for non-warranty repairs (for example, accidents) coinciding withthe Powertrain Warranty coverage period.

Roadside Assistance Services Provided

24-hour, 7 day/week toll-free 800 phone assistanceEmergency fuel delivery (legal roadways)Mobile EV Charging (select markets beginning in 2013)Battery jump startLock-out assistanceTrip interruption assistance (Cadillac only – expanding to all Chevrolet, Buick andGMC vehicles in 2013)Flat tire change - when equipped with a properly inflated spare tire (tire repair/replacementcost may be customer pay) or Tire Inflator Kit Service (as equipped)Towing (legal roadways)

All "Roadside Assistance" programs, excluding service provided by Cadillac, are providedby GM Roadside Assistance suppliers. Refer to the Warranty and Owner Assistance Informationbooklets for the corresponding Roadside Assistance phone numbers and additional details.

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 toprovide information that could assist in the proper service of avehicle.  Properly trained technicians have the equipment,tools, safety instructions, and know-how to do a job properly andsafely.  If a condition is described, DO NOT assume that thebulletin applies to your vehicle, or that your vehicle will havethat condition.  See your GM dealer for information on whetheryour vehicle may benefit from the information.

#07-00-89-037F: Warranty Administration - Courtesy Transportation and Roadside Assistance Programs - (May 6, 2013)

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