Customer Information Chevrolet Equinox
Customer Satisfaction Procedure.
Your satisfaction and goodwill are important to your dealer and to Chevrolet. Normally, any concerns with the sales transaction or the operation of the 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 dealership 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 your dealership or the general manager.
STEP TWO : If after contacting a member of dealership management, it appears your concern cannot be resolved by your dealership without further help, in the U.S., call the Chevrolet Customer Assistance.
Center at 1-800-222-1020. In Canada, call.
General Motors of Canada Customer Care.
Centre at 1-800-263-3777 (English), or 1-800-263-7854 (French).
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:.
● Vehicle Identification Number (VIN). This is available from the vehicle registration or title, or the plate at the top left of the instrument panel and visible through the windshield.
● Dealership name and location.
● Vehicle delivery date and present mileage.
When contacting Chevrolet, remember that your concern will likely be resolved at a dealer’s facility. That is why we suggest following Step One first.
STEP THREE — U.S. Owners : Both General.
Motors and your 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 your rights.
The BBB AUTO LINE Program is an out-of-court program administered by BBB.
National Programs, Inc. 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.
You may contact the BBB AUTO LINE.
Program using the toll-free telephone number or write them at the following address:.
BBB AUTO LINE a Division of.
BBB National Programs, Inc.
16. 76 International Drive.
Suite 550.
McLean, VA 22102.
Telephone: 1-800-955-5100 https://www.bbb.org/council/ programs-services/ dispute-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.
General Motors reserves the right to change eligibility limitations and/or discontinue its participation in this program.
STEP THREE — Canadian Owners : In the event that you do not feel your concerns have been addressed after following the procedure outlined in Steps One and Two,.
General Motors of Canada Company wants you to be aware of its participation in a no-charge Mediation/Arbitration Program.
General Motors of Canada Company has committed to binding arbitration of owner disputes involving factory-related vehicle service claims. The program provides for the review of the facts involved by an impartial third party arbiter, and may include an informal hearing before the arbiter. The program is designed so that the entire dispute settlement process, from the time you file your complaint to the final decision, should be completed in about 70 days. We believe our impartial program offers advantages over courts in most jurisdictions because it is informal, quick, and free of charge.
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, 1-800-263-3777 (English),.
1. -800-263-7854 (French), or write to:.
The Mediation/Arbitration Program c/o Customer Care Centre.
General Motors of Canada Company.
Mail Code: CA1-163-005.
19. 08 Colonel Sam Drive.
Oshawa, Ontario L1H 8P7.
Your inquiry should be accompanied by the.
Vehicle Identification Number (VIN).
Customer Assistance Offices.
Chevrolet encourages customers to call the toll-free number for assistance. However, if a customer wishes to write or e-mail.
Chevrolet, the letter should be addressed to:.
United States and Puerto Rico.
Chevrolet Motor Division.
Chevrolet Customer Assistance Center.
P.O. Box 33170.
Detroit, MI 48232-5170 www.Chevrolet.com.
1. -800-222-1020.
1. -800-833-2438 (For Text Telephone Devices.
(TTYs)).
Roadside Assistance: 1-800-243-8872.
From U.S. Virgin Islands:.
1. -800-496-9994.
Canada.
General Motors of Canada Company.
Customer Care Centre, Mail Code:.
CA1-163-005.
19. 08 Colonel Sam Drive.
Oshawa, Ontario L1H 8P7 www.gm.ca.
1. -800-263-3777 (English).
1. -800-263-7854 (French).
1. -800-263-3830 (For Text Telephone devices.
(TTYs)).
Roadside Assistance: 1-800-268-6800.
Overseas.
Please contact the local General Motors.
Business Unit.
Customer Assistance for Text.
Telephone (TTY) Users.
To assist customers who are deaf, hard of hearing, or speech-impaired and who use.
Text Telephones (TTYs), Chevrolet has TTY equipment available at its Customer.
Assistance Center. Any TTY user in the U.S.
can communicate with Chevrolet by dialing:.
1. -800-833-2438. TTY users in Canada can dial.
1. -800-263-3830.
Online Owner Center.
The Chevrolet Owner Center (U.S.) my.chevrolet.com.
Learn more about your vehicle features, shop for and manage your connected services and OnStar plans, and access diagnostic information specific to your vehicle.
Membership Benefits.
E : Download owner’s manuals and view vehicle-specific how-to videos.
G : View maintenance schedules, alerts, and.
Vehicle Diagnostic Information. Schedule service appointments.
I : View service records from your dealership and add your own.
D : Select a preferred dealer and view locations, maps, phone numbers, and hours.
r : Track your vehicle’s warranty information.
J : View active recalls by Vehicle.
Identification Number (VIN). See Vehicle.
Identification Number (VIN) 0 338.
H : Manage your profile and payment information. View your GM Rewards Card earnings and My Chevrolet Rewards points.
F : Chat with online help representatives.
Visit my.chevrolet.com and create an account today.
Chevrolet Owner Centre (Canada) mychevrolet.ca.
Visit the Chevrolet Owner Centre at mychevrolet.ca (English) or my.chevrolet.ca.
(French) to access similar benefits to the.
U.S. site.
GM Mobility Reimbursement.
Program.
This program is available to qualified applicants for cost reimbursement, up to certain limits, of eligible aftermarket adaptive equipment required for the vehicle, such as hand controls or a wheelchair/ scooter lift for the vehicle.
To learn about the GM Mobility program, see www.gmmobility.com or call the GM.
Mobility Assistance Center at 1-800-323-9935.
Text Telephone (TTY) users, call.
1. -800-833-9935.
General Motors of Canada also has a.
Mobility program. See www.gm.ca, or call.
1. -800-GM-DRIVE (800-463-7483) for details.
TTY users call 1-800-263-3830.
Roadside Assistance Program.
For U.S.-purchased vehicles, call.
1. -800-243-8872. (Text Telephone (TTY):.
1. -888-889-2438.).
For Canadian-purchased vehicles, call.
1. -800-268-6800.
Service is available 24 hours a day, 365 days a year.
Calling for Assistance.
When calling Roadside Assistance, have the following information ready:.
● Your name, home address, and home telephone number.
● Telephone number of your location.
● Location of the vehicle.
● Model, year, color, and license plate number of the vehicle.
● Odometer reading, Vehicle Identification.
Number (VIN), and delivery date of the vehicle.
● Description of the problem.
Coverage.
Services are provided for the duration of the vehicle’s powertrain warranty.
In the U.S., anyone driving the vehicle is covered. In Canada, a person driving the vehicle without permission from the owner is not covered.
Roadside Assistance is not a part of the New.
Vehicle Limited Warranty. General Motors.
North America and Chevrolet reserve the right to make any changes or discontinue the Roadside Assistance program at any time without notification.
General Motors North America and Chevrolet reserve the right to limit services or payment to an owner or driver if they decide the claims are made too often, or the same type of claim is made many times.
Services Provided.
● Emergency Fuel Delivery: Delivery of enough fuel for the vehicle to get to the nearest service station.
● Lock-Out Service: Service to unlock the vehicle if you are locked out. A remote unlock may be available if you have.
OnStar. For security reasons, the driver must present identification before this service is given.
● Emergency Tow from a Public Road or.
Highway: Tow to the nearest Chevrolet dealer for warranty service, or if the vehicle was in a crash and cannot be driven. Assistance is not given when the vehicle is stuck in the sand, mud, or snow.
● Flat Tire Change: Service to change a flat tire with the spare tire. The spare tire, if equipped, must be in good condition and properly inflated. It is the owner’s responsibility for the repair or replacement of the tire if it is not covered by the warranty.
● Battery Jump Start: Service to jump start a dead battery.
● Trip Interruption Benefits and Assistance:.
If your trip is interrupted due to a warranty event, incidental expenses may be reimbursed within the Powertrain warranty period. Items considered are reasonable and customary hotel, meals, rental car, or a vehicle being delivered back to the customer, up to 500 miles.
Services Not Included in Roadside.
Assistance.
● Impound towing caused by violation of any laws.
● Legal fines.
● Mounting, dismounting, or changing of snow tires, chains, or other traction devices.
Service is not provided if a vehicle is in an area that is not accessible to the service vehicle or is not a regularly traveled or maintained public road, which includes ice and winter roads. Off-road use is not covered.
Services Specific to Canadian-Purchased.
Vehicles.
● Fuel Delivery: Reimbursement is up to.
7. liters. Propane and other fuels are not provided through this service.
● Lock-Out Service: Vehicle registration is required.
● Trip Interruption Benefits and Assistance:.
Must be over 150 km from where your trip was started to qualify.
Pre-authorization, original detailed receipts, and a copy of the repair orders are required. Once authorization has been received, the Roadside Assistance advisor will help to make arrangements and explain how to receive payment.
● Alternative Service: If assistance cannot be provided right away, the Roadside.
Assistance advisor may give permission to get local emergency road service. You will receive payment, up to $100, after sending the original receipt to Roadside.
Assistance. Mechanical failures may be covered, however any cost for parts and labor for repairs not covered by the warranty are the owner responsibility.
Scheduling Service Appointments.
When the vehicle requires warranty service, contact your dealer and request an appointment. By scheduling a service appointment and advising the service consultant of your transportation needs, your dealer can help minimize your inconvenience.
If the vehicle cannot be scheduled into the service department immediately, keep driving it until it can be scheduled for service, unless, of course, the problem is safety related. If it is, please call your dealership, let them know this, and ask for instructions.
If your dealer requests you to bring the vehicle for service, you are urged to do so as early in the work day as possible to allow for same-day repair.
Courtesy Transportation Program.
To enhance your ownership experience, we and our participating dealers are proud to offer Courtesy Transportation, a customer support program for vehicles with the.
Bumper-to-Bumper (Base Warranty Coverage period in Canada), Federal Emission,.
Extended Powertrain or Electric specific warranties in both the U.S. and Canada.
Several Courtesy Transportation options are available to assist in reducing inconvenience when warranty repairs are required.
Courtesy Transportation is not a part of the.
New Vehicle Limited Warranty. A separate manual entitled “Limited Warranty and.
Owner Assistance Information” furnished with each new vehicle provides detailed warranty coverage information.
Transportation Options.
Warranty service can generally be completed while you wait. However, if you are unable to do so, your dealer may offer the following transportation options:.
Shuttle Service.
This includes one-way or round-trip shuttle service within reasonable time and distance parameters of your dealer’s area.
Public Transportation or Fuel Reimbursement.
If overnight warranty repairs are needed, and public transportation is used, the expense must be supported by original receipts and within the maximum amount allowed by GM. If U.S. customers arrange their own transportation, limited reimbursement for reasonable fuel expenses may be available. Claim amounts should reflect actual costs and be supported by original receipts. See your dealer for information.
Courtesy Rental Vehicle.
For an overnight warranty repair, the dealer may provide an available courtesy rental vehicle or provide for reimbursement of a rental vehicle. Reimbursement is limited and must be supported by original receipts as well as a signed and completed rental agreement and meet state/provincial, local, and rental vehicle provider requirements.
Requirements vary and may include minimum age requirements, insurance coverage, credit card, etc. Additional fees such as fuel, rental vehicle insurance, taxes, levies, usage fees, excessive mileage, or rental usage beyond the completion of the repair are also your responsibility.
It may not be possible to provide a like vehicle as a courtesy rental.
Additional Program Information.
All program options, such as shuttle service, may not be available at every dealer.
Contact your dealer for specific availability.
General Motors reserves the right to unilaterally modify, change, or discontinue.
Courtesy Transportation at any time and to resolve all questions of claim eligibility pursuant to the terms and conditions described herein at its sole discretion.
Collision Damage Repair.
If the vehicle is involved in a collision and it is damaged, have the damage repaired by a qualified technician using the proper equipment and quality replacement parts.
Poorly performed collision repairs diminish the vehicle resale value, and safety performance can be compromised in subsequent collisions.
Collision Parts.
Genuine GM Collision parts are new parts made with the same materials and construction methods as the parts with which the vehicle was originally built.
Genuine GM Collision parts are the best choice to ensure that the vehicle’s designed appearance, durability, and safety are preserved. The use of Genuine GM parts can help maintain the GM New Vehicle Limited.
Warranty.
Recycled original equipment parts may also be used for repair. These parts are typically removed from vehicles that were total losses in prior crashes. In most cases, the parts being recycled are from undamaged sections of the vehicle. A recycled original equipment.
GM part may be an acceptable choice to maintain the vehicle’s originally designed appearance and safety performance; however, the history of these parts is not known. Such parts are not covered by the.
Read the lease carefully, as you may be charged at the end of the lease for poor quality repairs.
If a Crash Occurs.
If there has been an injury, call emergency services for help. Do not leave the scene of a crash until all matters have been taken care of. Move the vehicle only if its position puts you in danger, or you are instructed to move it by a police officer.
Give only the necessary information to police and other parties involved in the crash.
For emergency towing see Roadside.
Assistance Program 0 345.
Gather the following information:.
● Driver name, address, and telephone number.
● Driver license number.
● Owner name, address, and telephone number.
● Vehicle license plate number.
● Vehicle make, model, and model year.
● Vehicle Identification Number (VIN).
● Insurance company and policy number.
● General description of the damage to the other vehicle.
Choose a reputable repair facility that uses quality replacement parts. See “Collision.
Parts” earlier in this section.
If the airbag has inflated, see What Will You.
See after an Airbag Inflates? 0 53.
Managing the Vehicle Damage Repair.
Process.
In the event that the vehicle requires damage repairs, GM recommends that you take an active role in its repair. If you have a pre-determined repair facility of choice, take the vehicle there, or have it towed there. Specify to the facility that any required replacement collision parts be original equipment parts, either new.
Genuine GM parts or recycled original GM parts. Remember, recycled parts will not be covered by the GM vehicle warranty.
Insurance pays the bill for the repair, but you must live with the repair. Depending on your policy limits, your insurance company may initially value the repair using aftermarket parts. Discuss this with the repair professional, and insist on Genuine.
GM parts. Remember, if the vehicle is leased, you may be obligated to have the vehicle repaired with Genuine GM parts, even if your insurance coverage does not pay the full cost.
If another party’s insurance company is paying for the repairs, you are not obligated to accept a repair valuation based on that insurance company’s collision policy repair limits, as you have no contractual limits with that company. In such cases, you can have control of the repair and parts choices as long as the cost stays within reasonable limits.
Publication Ordering Information.
Service Manuals.
Service manuals have the diagnosis and repair information on the engine, transmission, axle, suspension, brakes, electrical system, steering system, body, etc.
Customer Literature.
Owner’s manuals are written specifically for owners and are intended to provide basic operational information about the vehicle.
The owner’s manual includes the.
Maintenance Schedule for all models.
Customer literature publications available for purchase include owner’s manuals, warranty manuals, and portfolios. Portfolios include an owner’s manual, warranty manual, if applicable, and zip lock bag or pouch.
Current and Past Models.
Service manuals and customer literature are available for many current and past model year GM vehicles.
To order, call 1-800-551-4123 Monday–Friday,.
8. :00 a.m.–6:00 p.m. eastern time.
For credit card orders only (VISA,.
MasterCard, or Discover), see Helm, Inc. at: www.helminc.com.
To order by mail, write to:.
Helm, Incorporated.
Attention: Customer Service.
47. 911 Halyard Drive.
Plymouth, MI 48170.
Make checks payable in U.S. funds.
Radio Frequency Statement.
This vehicle uses license-exempt transmitters / receivers / systems that operate on a radio frequency that complies with Part 15/Part 18 of the Federal.
Communications Commission (FCC) rules and with Innovation, Science and Economic.
Development (ISED) Canada’s license-exempt.
RSS (s) / RSP-100 / ICES-GEN.
Operation is subject to the following two conditions:.
● The device may not cause harmful interference.
● The device must accept any interference received, including interference that may cause undesired operation of the device.
Changes or modifications to any of these systems by other than an authorized service facility could void authorization to use this equipment.
Reporting Safety Defects.
Reporting Safety Defects to the.
United States Government.
If you believe that your vehicle has a defect which could cause a crash or could cause injury or death, you should immediately inform the National.
Highway Traffic Safety Administration.
(NHTSA) in addition to notifying General.
Motors.
If NHTSA receives similar complaints, it may open an investigation, and if it finds that a safety defect exists in a group of vehicles, it may order a recall and remedy campaign. However, NHTSA cannot become involved in individual problems between you, your dealer, or General Motors.
To contact NHTSA, you may call the.
Vehicle Safety Hotline toll-free at.
1. -888-327-4236 (TTY: 1-800-424-9153); go to https://www.safercar.gov; or write to:.
Administrator, NHTSA.
12. 00 New Jersey Avenue, S.E.
Washington, D.C. 20590.
You can also obtain other information about motor vehicle safety from https://www.safercar.gov.
Reporting Safety Defects to the.
Canadian Government.
If you live in Canada, and you believe that the vehicle has a safety defect, notify Transport Canada immediately, and notify General Motors of Canada.
Company. Call Transport Canada at.
1. -800-333-0510; go to: www.tc.gc.ca/recalls (English) www.tc.gc.ca/rappels (French) or write to:.
Transport Canada.
Motor Vehicle Safety Directorate.
Defect Investigations and Recalls.
Division.
80. Noel Street.
Gatineau, QC J8Z 0A1.
Reporting Safety Defects to.
General Motors.
In addition to notifying NHTSA (or Transport.
Canada) in a situation like this, notify.
General Motors.
In the U.S., call 1-800-222-1020, or write:.
Chevrolet Motor Division.
Chevrolet Customer Assistance Center.
P.O. Box 33170.
Detroit, MI 48232-5170.
In Canada, call 1-800-263-3777 (English) or.
1. -800-263-7854 (French), or write:.
General Motors of Canada Company.
Customer Care Centre, Mail Code:.
CA1-163-005.
19. 08 Colonel Sam Drive.
Oshawa, Ontario L1H 8P7.
In Mexico, call 800-466-0811 or.
80. 0-508-0000.
In other Central America and Caribbean.
Countries, call 52-555-901-2369.
Vehicle Data Recording and.
Privacy.
The vehicle has a number of computers that record information about the vehicle’s performance and how it is driven or used.
For example, the vehicle uses computer modules to monitor and control engine and transmission performance, to monitor the conditions for airbag deployment and deploy them in a crash, and, if equipped, to provide antilock braking to help the driver control the vehicle. These modules may store data to help the dealer technician service the vehicle or to help GM improve safety or features. Some modules may also store data about how the vehicle is operated, such as rate of fuel consumption or average speed. These modules may retain personal preferences, such as radio presets, seat positions, and temperature settings.
Cybersecurity.
GM collects information about the use of your vehicle including operational and safety related information. We collect this information to provide, evaluate, improve, and troubleshoot our products and services and to develop new products and services.
The protection of vehicle electronics systems and customer data from unauthorized outside electronic access or control is important to GM. GM maintains appropriate security standards, practices, guidelines and controls aimed at defending the vehicle and the vehicle service ecosystem against unauthorized electronic access, detecting possible malicious activity in related networks, and responding to suspected cybersecurity incidents in a timely, coordinated and effective manner. Security incidents could impact your safety or compromise your private data. To minimize security risks, please do not connect your vehicle electronic systems to unauthorized devices or connect your vehicle to any unknown or untrusted networks (such as.
Bluetooth, WIFI or similar technology). In the event you suspect any security incident impacting your data or the safe operation of your vehicle, please stop operating your vehicle and contact your dealer.
Event Data Recorders.
This vehicle is equipped with an event data recorder (EDR). The main purpose of an EDR is to record, in certain crash or near crash-like situations, such as an air bag deployment or hitting a road obstacle, data that will assist in understanding how a vehicle’s systems performed. The EDR is designed to record data related to vehicle dynamics and safety systems for a short period of time, typically 30 seconds or less.
The EDR in this vehicle is designed to record such data as:.
● How various systems in your vehicle were operating;.
● Whether or not the driver and passenger safety belts were buckled/fastened;.
● How far (if at all) the driver was depressing the accelerator and/or brake pedal; and,.
● How fast the vehicle was traveling.
These data can help provide a better understanding of the circumstances in which crashes and injuries occur.
Note.
EDR data are recorded by your vehicle only if a non-trivial crash situation occurs; no data are recorded by the EDR under normal driving conditions and no personal data.
(e.g., name, gender, age, and crash location) are recorded. However, other parties, such as law enforcement, could combine the EDR data with the type of personally identifying data routinely acquired during a crash investigation.
To read data recorded by an EDR, special equipment is required, and access to the vehicle or the EDR is needed. In addition to the vehicle manufacturer, other parties, such as law enforcement, that have the special equipment, can read the information if they have access to the vehicle or the EDR.
GM will not access these data or share it with others except: with the consent of the vehicle owner or, if the vehicle is leased, with the consent of the lessee; in response to an official request by police or similar government office; as part of GM’s defense of litigation through the discovery process; or, as permitted by law. Data that GM collects or receives may also be used for GM research needs or may be made available to others for research purposes, where a need is shown and the data is not tied to a specific vehicle or vehicle owner.
OnStar.
If the vehicle is equipped with OnStar and has an active service plan, additional data may be collected and transmitted through the OnStar system. This includes information about the vehicle’s operation; collisions involving the vehicle; the use of the vehicle and its features, including infotainment; and the location and approximate GPS speed of the vehicle. Refer to the OnStar Terms and.
Conditions and Privacy Statement on the.
OnStar website.
See OnStar Additional Information 0 355.
Infotainment System.
If the vehicle is equipped with a navigation system as part of the infotainment system, use of the system may result in the storage of destinations, addresses, telephone numbers, and other trip information. See the infotainment section for information on stored data and for deletion instructions.
