Owner's Manual

Customer Assistance Information
GM htticipation ln Better
Business Bureau
Mediationhhiitaiion Program*
Our experience has shown that the
Customer Satisfaction Procedure
described earlier in this part has been
very successful in achieving customer
satisfaction. However, if you have not
been substantially satisfied, Pontiac
wants you to be aware of GM’s
voluntary participation in a no-charge
mediationhrbitration program called
BBB
AUTO LINE. This program is
administered by the Council of Better
Business Bureaus through local Better
Business Bureaus. It can resolve
individual disputes involving vehicle
repairs and the interpretation of your
-New Vehicle Limited Warranty.
We prefer that you not resort to BBB
AUTO LINE until after a final decision
is made under the Customer Satisfaction
Procedure. However,
you may file a
claim at any time by contacting your
local Better Business Bureau (BBB) at
the following toll-free number:
1-800-955-5100. For further information
about filing a claim, you may
also write
to:
BBB AUTO LINE
Council
of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, VA 22203
In order to file a claim, you will have to
provide your name and address, the
vehicle identification number
(VIN) of
your vehicle, and a statement of the
nature of your complaint. BBB staff may
try to help resolve your dispute through
mediation. If mediation is not
successful, or if you do not wish to
participate in mediation, eligible
customers may present their case to an
impartial third-party arbitrator at
an
informal hearing. The arbitrator will
render a decision in your case, which
you may accept or reject. If you accept a
valid arbitrator decision,
GM will be
bound by that decision. The entire
dispute settlement process should
ordinarily take about
40 days from the