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Customer Assistance and
Information
Customer Satisfaction Procedure
Your satisfaction and goodwill are important to your
retailer and to Saturn. Together we are committed to
providing our customers with unparalleled service,
before, during, and after the purchase of a Saturn vehicle,
for total customer satisfaction. We call this the Saturn
Difference. Normally, any concerns with the sales
transaction or the operation of the vehicle are resolved by
the retailer’s sales or service departments. If, for any
reason, your ownership experience falls below your
expectations, we suggest you take the following action:
STEP ONE: Contact the Retail Customer Assistance
Liaison. Any member of the retail management team has
the authority and the desire to resolve your concerns.
Normally, concerns can be quickly resolved at this level.
STEP TWO: Should you need additional assistance, in
the U.S., contact the Saturn Customer Assistance Center
by calling 1-800-553-6000. In Canada, call the Saturn
Customer Communication Centre at 1-800-263-1999. A
Saturn Customer Assistance Center team member will
handle your call and assist in providing product and
warranty information, the nearest retailer location,
roadside assistance, brochures, literature and discuss
any concerns you may have.
We encourage you to call the toll-free number in order to
give your inquiry prompt attention. Please have the
following information available to give the Customer
Assistance Representative:
• Vehicle Identification Number (VIN). This 17-digit
number can be found on the vehicle registration or
title, on the upper driver side corner of the instrument
panel, or on your roadside assistance key card.
• The name of your selling and servicing retail facility.
• Vehicle delivery date and present mileage.
• Your daytime and evening phone numbers.
When contacting Saturn, please remember that your
concern will likely be resolved at a retailer’s facility. That
is why we suggest you follow Step One first.
STEP THREE (U.S. Owners): Both Saturn and its
retailers are committed to making sure you are
completely satisfied with your Saturn vehicle. However, if
you continue to remain unsatisfied after following the
procedure outlined in Steps One and Two, Saturn and its
retailers offer the additional assistance of a neutral party
through our voluntary participation in a mediation/
arbitration program called Better Business Bureau (BBB)
Auto Line.
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.
This program is available at no cost to you, our customer.
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