GMC 2023 Customer Satisfaction Procedure and Customer Assistance Offices User Manual

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GMC 2023 Customer Satisfaction Procedure and Customer Assistance Offices Information

Customer Satisfaction Procedure

Your satisfaction and goodwill are important to your dealer and to Cadillac. Normally, any concerns with the sales transaction or the operation of your 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 dealer 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 the dealer facility or the general manager.

STEP TWO : If after contacting a member of dealer management, it appears your concern cannot be resolved by the dealer without further help, contact the Cadillac Customer Assistance Center by calling 1-800-333-4223. In Canada, contact GM of Canada Customer Care Centre by calling 1-888-446-2000.
For resolution of issues related to the Cadillac Professional Vehicle, contact 1-800-43-FLEET (1-800-433-5338).
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:

  • The Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate above the top of the instrument panel on the driver side, and visible through the windshield.
  • The dealer name and location.
  • The vehicle delivery date and present mileage.

When contacting Cadillac, remember that your concern will likely be resolved at a dealer’s facility. That is why we suggest you follow Step One first if you have a concern.

STEP THREE : Both GM and your GM 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 any additional rights you may have.
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.
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 programs-services/Ndispute-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.
GM reserves the right to change eligibility limitations and/or to discontinue its participation in this program.

State Warranty Enforcement Laws

Laws in many states permit owners to obtain a replacement vehicle or a refund of the purchase price under certain circumstances. The provisions of these laws vary from state to state. To the extent allowed by state law, GM requires that you first provide us with written notification of any service difficulty you have experienced so that we have an opportunity to make any needed repairs before you are eligible for the remedies provided by these laws.
The address for written notification, is in Customer Assistance Offices 29.

Warranty Information for California Only

California Civil Code Section 1793.2(d) requires that, if GM or its representatives are unable to repair a new motor vehicle to conform to the vehicle’s applicable express warranties after a reasonable number of attempts, Cadillac shall either replace the new motor vehicle or reimburse the buyer the amount paid or payable by the buyer.
California Civil Code Section 1793.22(b) creates a presumption that Cadillac has had a reasonable number of attempts to conform the vehicle to its applicable express warranties if, within 18 months from delivery to the buyer or 18,000 miles on the vehicle’s odometer, whichever occurs first, one or more of the following occurs:

  • The same nonconformity results in a condition that is likely to cause death or serious bodily injury if the vehicle is driven AND the nonconformity has been subject to repair two or more times by GM or its agents AND the buyer or lessee has directly notified GM of the need for the repair of the nonconformity.
  • The same nonconformity has been subject to repair four or more times by GM or its agents AND the buyer has notified GM of the need for the repair of the nonconformity.
  • The vehicle is out of service by reason of repair nonconformities by GM or its agents for a cumulative total of more than 30 calendar days after delivery of the vehicle to the buyer.

General Motors LLC
P.O. Box 33170
Detroit, MI 48232-5170
When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your VIN.

Special Coverage Adjustment Programs Beyond the Warranty Period

Cadillac is proud of the protection afforded by its warranty coverages. In order to achieve maximum customer satisfaction, there may be times when Cadillac will establish a special coverage adjustment program to pay all or part of the cost of certain repairs not covered by the warranty or to reimburse certain repair expenses you may have incurred. Check with your Cadillac dealer or call the Cadillac Customer Assistance Center to determine whether any special coverage adjustment program is applicable to your vehicle.
When you make an inquiry, you will need to give the year, model, and mileage of your vehicle and your VIN.

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Reference Links

View Full User Guide: GMC 2023 Limited Warranty and Owner Assistance Information

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