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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.
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 is
generally heard within 40 days.
7-2 Customer Assistance Information