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Customer Assistance Information
GM participation In Better
Business Bureau
MediationArbittation 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
mediatiodarbitration 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, V A 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
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