Buick Enclave: Customer Satisfaction Procedure (U.S. and Canada)

Your satisfaction and goodwill are important to your dealer and to Buick. Most questions or concerns related to the sales transaction, vehicle operation, service visit, parts availability, or ownership experience can usually be resolved through the dealership’s sales or service departments. In many cases, the people who inspected, sold, or serviced the vehicle are in the best position to review the concern and explain the available options.

Sometimes, despite the best intentions of everyone involved, misunderstandings can occur. A concern may need more review, additional documentation, or a higher level of assistance before it is resolved. If your concern has not been handled to your satisfaction, the following steps should be taken in order.

STEP ONE: Discuss your concern with a member of dealership management. This may include the sales manager, service manager, parts manager, owner, or general manager, depending on the nature of the issue. Clearly explain what happened, what result you expected, and what would help resolve the matter. Providing repair orders, receipts, dates, names, photographs, messages, or previous recommendations can make the discussion more productive.

Normally, concerns can be resolved quickly at that level. If the matter has already been reviewed with the sales, service, or parts manager, contact the owner of your dealership or the general manager. Management can review the history of the concern, speak with the staff involved, and determine whether an additional inspection, explanation, repair review, or customer assistance step is appropriate.

STEP TWO: If after contacting a member of dealership management it appears that your concern cannot be resolved by your dealership without further assistance, contact Buick customer support. In the U.S., call 1-800-521-7300. In Canada, contact the General Motors of Canada Customer Care Centre at 1-800-263-3777 for English assistance or 1-800-263-7854 for French assistance.

We encourage you to call the toll-free number so the inquiry can receive prompt attention. Before calling, gather the information that will help the Customer Assistance representative understand the situation clearly. Having accurate details available can reduce delays and make it easier to review the concern.

Have the following information available to give the Customer Assistance representative:

It is also helpful to have copies of service invoices, repair orders, maintenance records, written estimates, inspection notes, and any previous communication with the dealership. For a Buick Enclave ownership concern, details such as mileage, warning messages, symptoms, dates of service, and whether the issue is intermittent or constant can help the review process.

When contacting Buick, remember that your concern will likely be resolved at a dealer's facility. That is why Step One should be followed first whenever possible. The dealer can inspect the vehicle directly, review service history, and work with customer assistance if additional support is needed.

STEP THREE — U.S. Owners:

Both General Motors and your dealer are committed to making sure you are completely satisfied with the 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 your rights.

The BBB Auto Line Program is an out-of-court program administered by the Council of Better Business Bureaus to settle automotive disputes involving vehicle repairs or the interpretation of the New Vehicle Limited Warranty. The program is intended to provide a structured way to review the facts, hear both sides, and help resolve eligible disputes without immediately going to court.

Although you may be required to use this informal dispute resolution program before filing a court action, participation in the program is free of charge. In many cases, the matter can be reviewed more quickly than a formal legal process. 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.

You may contact the BBB Auto Line Program using the toll-free telephone number or write to them at the following address:

BBB Auto Line Program Council of Better Business Bureaus, Inc.

4200 Wilson Boulevard Suite 800 Arlington, VA 22203-1838 Telephone: 1-800-955-5100 www.dr.bbb.org/goauto This program is available in all 50 states and the District of Columbia. Eligibility is limited by vehicle age, mileage, and other factors. General Motors reserves the right to change eligibility limitations and/or discontinue its participation in this program.

STEP THREE — Canadian Owners: If you do not feel your concerns have been addressed after following the procedure outlined in Steps One and Two, General Motors of Canada Limited wants you to be aware of its participation in a no-charge Mediation/Arbitration program.

General Motors of Canada Limited has committed to binding arbitration of owner disputes involving factory-related vehicle service claims. This program provides for a review of the facts by an impartial third-party arbiter and may include an informal hearing before the arbiter. The purpose is to give owners and the manufacturer a fair process for presenting documents, service history, explanations, and other relevant details.

The program is designed so that the entire dispute settlement process, from the time the complaint is filed to the final decision, should be completed in approximately 70 days. This can offer a more direct and less formal path than many court procedures.

We believe this impartial program offers advantages over courts in most jurisdictions because it is informal, quick, and free of charge. It gives eligible Canadian owners an additional way to seek review when a concern remains unresolved after working with the dealership and customer care.

For further information concerning eligibility in the Canadian Motor Vehicle Arbitration Plan (CAMVAP), call toll-free 1-800-207-0685, or call the General Motors Customer Care Centre at 1-800-263-3777 for English assistance, 1-800-263-7854 for French assistance, or write to:

Mediation/Arbitration Program c/o Customer Care Centre General Motors of Canada Limited Mail Code: CA1-163-005 1908 Colonel Sam Drive Oshawa, Ontario L1H 8P7 The inquiry should be accompanied by the Vehicle Identification Number (VIN).

When preparing a written inquiry, include a clear description of the concern, the current mileage, copies of related repair orders, dealership contact details, and any previous case or reference numbers. Complete information helps the review move forward more efficiently and reduces the need for repeated follow-up requests.

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