Service manual

.-
GM PARTICIPATION IN BETTER BUSINESS BUREAU
MEDIATION/ARBITRATION PROGRAM*
Our experience has shown that the Customer Satisfaction Procedure described earlier in
this section has been very successful in achieving customer satisfaction. If you have
discussed a concern
with your Dealership management and have not been able to
resolve it, let us know. Questions and concerns are resolved most efficiently if you
telephone or write directly
to our offices as described. However, if you have not been
substantially satisfied, Cadillac wants you
to be aware of GM's voluntary participation
in a nocharge mediatiodarbitration program called BBB AUTO LINE. This program
is administered by thecouncil of Better Business Bureaus through 1ocalBetterBusiness
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)
or calling the following 24 hour
toll-free number
to obtain the telephone number of your nearest BBB office:
1-800-955-5100. For further information about filling a claim, you may also write to:
BBB AUTO LINE
Council of Better Business Bureaus
4200 Wilson Boulevard
Suite
800
Arlington, Virginia 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, Cadillac will be bound by that decision
The entire dispute settlement process should ordinarily take about
40 days from the time
you file your complaint to the time a decision is rendered (or
47 days if you did not first
contact your dealership or Cadillac).
We encourage you to
use this program before or instead of resorting to the courts. We
believe it offers advantages over courts
in most jurisdictions because it is fast, free of
charge, and informal (lawyers are
not usually present, although you may retain one at
your expense if you choose). Arbitrators make decisions based on the principles of
fairness and equity. They are not required to duplicate the functions of courts by strictly
applying state or federal law.
If you wish to go to court however, we do not require that
you first file a claim with BBB
AUTO LINE ** unless state law provides otherwise.
Whatever your preference may
be, remember that if you are unhappy with the results of
BBB
AUTO LINE, you can still go to court because an arbitrator's decision is binding
on Cadillac but not on you unless
you accept it.