Bulletin No.:

Service Bulletin

Date:

07-00-89-037Q
June, 2021

WARRANTY ADMINISTRATION
Subject:

Warranty Administration – GM Courtesy Transportation and Roadside Assistance
Programs

Models:

2021 and Prior GM Passenger Cars and Trucks (including Medium Duty)

Attention: GM of Canada and IPC Service Agents are not authorized to utilize this service bulletin.
GM of Canada Service Agents/retailers should refer to the most recent Home Office
Letters for program details.
This bulletin has been revised to update Cadillac CTA Rental/Loaner Allowances. Please
discard Corporate Bulletin Number 07-00-89-037P.

Important: Courtesy Transportation and Roadside
Assistance are not part of or included in the coverage
provided by the New Vehicle Limited Warranty.
Requests for reimbursement for Courtesy
Transportation and/or Roadside Assistance under the
Courtesy Transportation and/or Roadside Assistance
Programs are considered on a case-by-case basis. GM
reserves the right to modify or discontinue the Courtesy
Transportation and/or Roadside Assistance Programs
at any time.

GM COURTESY TRANSPORTATION
PROGRAM
Program Coverage and Eligibility
“Courtesy Transportation” is defined as any form of
transportation permitted within the guidelines of the GM
Courtesy Transportation Program. This includes rental,
shuttle, reimbursement of fuel and reimbursement of
public transportation.
Courtesy Transportation can be made available for
warranty repairs for all GM vehicle purchase/lease
customers and GM company-owned vehicle drivers
within the Bumper-to-Bumper, Powertrain and/or Hybrid
specific (8 year/100,000) and Federal Emissions
coverage of the New Vehicle Limited Warranty
(excluding Medium Duty trucks).
• Please refer to the vehicle’s Warranty and Owner
Assistance Manual or the Applicable Warranties
section of Investigate Vehicle History (IVH) for
vehicle-specific age/mileage warranty terms
• May be used in conjunction with Policy repairs on
a case-by-case basis with District Manager
approval

Copyright 2021 General Motors LLC. All Rights Reserved.

•

May be used in conjunction with repairs covered
by a GM Certified Pre-Owned Warranty
Courtesy Transportation expenses are ineligible for
reimbursement under the following circumstances:
• Repairs outside of the Bumper-to-Bumper
Warranty covered by the Corrosion Warranty or
any non-Federal Emissions Warranty (e.g. Select
State, PZEV or any California Emissions
Warranty)
• Non-warranty Service Agent provided services,
such as customer pay
• The Chevrolet Buick GMC Courtesy
Transportation Program (CTP) or Cadillac
Courtesy Transportation Alternative (CTA)
program may have temporary provisions.
Please consult CTA/CTP program guidelines
• All GM brand maintenance programs services
• Parts warranties (ZPTI and ZPTC transactions)
• Use of a rental vehicle beyond completion of the
warranty repair is the customer’s responsibility
• During services provided to vehicles in daily and
long-term rental service, demonstrator service,
and dealer-owned vehicles
• Dealer-owned vehicles not enrolled in the CTP
program are not eligible for rental/loaner
reimbursement rates
• Rental vehicle insurance and/or fuel
• Any amount, including taxes/levies/fees, that
would cause the daily rate to exceed the General
Motors program allowance

Page 2

June, 2021

Other Related Policies
• To qualify for rental reimbursement, rental units
must be no more than two model years old
• Rentals must be directly aligned to brand (and
segment within the brand) which is being serviced
(e.g. Chevrolet to Chevrolet). Every attempt
should be made to provide the same make/model
of vehicle that the customer owns or leases. If this
is not possible, upgrades to higher class GM
brands should be utilized for customer
satisfaction. Non-GM rentals should only be
provided as a last resort
• A maximum of 3 days rental is allowed when
expenses incurred for obtaining a part locally are
also being applied to the job card
• A maximum of 5 days rental is allowed when
express parts shipping (CSO-3) charges are also
being applied to the job card
• Rentals of 7 or more days require
pre-authorization via the Empowerment Portal.
Pre-authorization request must be submitted by
day 7 of the rental, with a final request submitted
at the conclusion of the repairs for the total
number of rental days
• Vehicle rental periods prolonged by the dealer
personnel, processes, shop scheduling and/or
practices are considered the responsibility of the
dealership
Field Action Courtesy Transportation Policy
For Vehicles under Standard Warranty or the Limited
Powertrain Warranty, Courtesy Transportation is
available to be reimbursed by GM if:
1. The vehicle is within the bumper-to-bumper
warranty, or
2. The involved component is currently covered
under the terms of the Limited Powertrain Warranty
For Vehicles beyond Standard Warranty or the Limited
Powertrain Warranty, Courtesy Transportation is
available to be reimbursed by GM if:
1. The Field Action Bulletin specifically includes
provisions for Courtesy Transportation beyond the
Warranty Coverage period (in this situation, the
procedure in the applicable bulletin should be
followed), or
2. GM pre-approval is granted via the Dealer
Aftersales Empowerment Portal. Consideration will
be provided on a case-by-case basis under
qualifying extenuating circumstances. Submit
requests by selecting "Non-Covered Courtesy
Transportation during Field Action Repair" in the
Aftersales Empowerment Portal. This includes any
form of Courtesy Transportation expense (shuttle,
one or more days rental, etc.)
This policy is also applicable to Saab branded vehicles
included in Field Actions administered by General
Motors.

Bulletin No.: 07-00-89-037Q

Courtesy Transportation Options
Same-Day Repairs *- Shuttle Service Allowances
• Shuttle Service - Providing a shuttle of the
customer from/to the dealer is the preferred
transportation alternative and should be
considered any time a warranty service
appointment is scheduled or an eligible vehicle is
brought in for a warranty repair. The dealer can
submit up to $7.50 each way for shuttle service
provided. If the dealer does not operate a shuttle
service, then the customer may utilize public
transportation (taxi, bus, train, ride sharing such
as Lyft/Uber etc.) and submit original receipt(s) for
reimbursement consideration up to $7.50 each
way. Shuttle of the customer’s vehicle to/from
the dealership is a covered service per the
Courtesy Transportation Program
* Cadillac Customers may be offered any transportation
option for same-day repairs.
* Chevrolet, Buick and GMC customers may be offered
same-day service loaners in conjunction with the
Chevrolet, Buick and GMC Courtesy Transportation
Program (CPT) Guidelines.
Overnight Repairs – Non-Rental Vehicle Allowances
• Reimbursement for Fuel Provided - When an
eligible vehicle is unavailable due to overnight
warranty repairs, customers who elect to utilize
rides from another person (i.e. friend, neighbor,
etc.) in lieu of a rental vehicle may receive
reimbursement for their actual cost (based on paid
receipts) of fuel purchased up to $15 per day, $45
maximum
• Reimbursement for Use of Public Transportation When an eligible vehicle is unavailable due to
overnight warranty repairs, customers who use
any form of public transportation (including
ride-sharing such as Lyft/Uber) in lieu of a rental
vehicle may receive reimbursement for their actual
cost based on receipts provided up to $38 per day,
$114 maximum
Overnight Repairs – Rental Reimbursement
Allowances
Important: Properly scheduled service appointments
increase dealership efficiency and customer
satisfaction, while minimizing vehicle repair time. If the
vehicle cannot be serviced the same day and is still
operative and safe to drive, the customer should be
encouraged to drive the vehicle. Scheduling service
visits late in the afternoon or immediately prior to a
weekend or holiday when service will not be performed
until the next working day does not constitute an
overnight repair unless the vehicle is inoperative or
otherwise unsafe to operate.
• Chevrolet Buick GMC rental vehicles provided
through a 3rd party rental agency when an eligible
vehicle is unavailable due to overnight warranty
repair – Dealer can submit for the actual daily
rental allowance, not to exceed $44.00 per day

Bulletin No.: 07-00-89-037Q
•

June, 2021

CTP Dealers – Qualified Chevrolet Buick GMC
Courtesy Transportation Program (CTP) loaner
vehicles – dealer can submit a maximum of $46
per day for overnight loaners or $23 for same/
partial day loaners when an eligible vehicle is
unavailable due to a warranty repair
• CTA Dealers – Cadillac Courtesy Transportation
Alternative (CTA) loaner vehicles are not eligible
for reimbursement. *Through Dec. 31 2021, when
a CTA Dealer is utilizing a Cadillac U-Courtesy
(used courtesy car transportation program)
vehicle, dealer can submit a maximum of $47/day
or $23.50 for same/partial day loaners. In the
event a CTA or Cadillac U-Courtesy vehicle is not
available, dealer can utilize a 3rd party rental
vehicle and submit a maximum of $47/day
(Cadillac rentals) or $44/day (Chevrolet, Buick or
GMC rentals) for overnight repairs.
• Cadillac dealers not enrolled in the Cadillac
Courtesy Transportation Alternative (CTA)
Program – Dealer providing overnight 3rd party
Cadillac rental vehicle to Cadillac customer can
submit for the actual daily rental rate, not to
exceed $47.00 per day. $44 per day when a
Chevrolet, Buick or GMC rental vehicle is provided
GM rental allowances include all applicable state and
local sales taxes, security, and stadium fees, along with
any levies (including licensing fees). Rental suppliers
are responsible for remitting taxes and fees to
individual states as required.
Dealers with a physical address in the following high
expense areas are identified in the Global Warranty
Management profile as being eligible for an additional
reimbursement allowance when utilizing 3rd party
rental agency vehicles or a CTP Program vehicle:
• Boston, Chicago, DC, Los Angeles, Philadelphia,
and Alaska: $5 per day; $2.50 for same/partial day
• San Francisco, Long Island, Staten Island,
Manhattan, Brooklyn, Bronx, Queens, and Hawaii:
$10 per day; $5 for same/partial day
• Example: A Chevrolet dealer located in Chicago is
eligible for a 3rd party overnight rental vehicle
allowance of up to $49 per day ($44 + $5)
When utilizing a 3rd party rental agency:
• Rental agency must be a reputable source
• Vehicles must be clean and well maintained
• Suppliers must allow an unlimited mileage
allowance per day
• Rental vehicles must be no more than two model
years old

•

•
•

Page 3
Customer is responsible for any refueling, elected
insurance coverage, or added services (e.g.
navigation, satellite radio, roadside, child seat,
emissions offset)
GM dealers are responsible for payment to
supplier(s). GM does not remit payment directly to
rental agencies
Reimbursement claimed must not exceed actual
amount charged

Job Card Documentation
• Record on customer-signed copy of the job card
when a one-way shuttle, two-way shuttle, or rental
is provided to the retail customer
• When providing reimbursement for public
transportation and fuel expenses, attach the
receipt to the job card and cross-reference the
reimbursement check number, date and
reimbursement amount
• When a rental is provided, a copy of the rental
agreement showing the rental vehicle VIN, or
dealer owned rental/loaner documentation must
be attached to the job card
Courtesy Transportation Warranty Transaction
Submission
Submit the Courtesy Transportation expense using the
appropriate Net Item below under the labor operation
that necessitated its use.
• When one or more repair is performed on a single
job card, the entire Courtesy Transportation
expense should be submitted on the one line
causing the biggest need for the expense
• In the event that a customer is provided a one-day
rental when no warranty repair is performed for
their stated condition, the rental expense may be
claimed using labor operation 0600008. A
maximum of one day may be claimed using this
labor operation. Use of 0600008 is prohibited
when claiming any Courtesy Transportation
expense on any other transaction on the same
Job Card
• CTA/CTP dealers: Please refer to CTA/CTP
program guidelines for non-warranty loaner
provisions and labor operations
Shuttle Net Item Type - Enter the shuttle amount up to a
maximum of $7.50 each way, then select the radio
button indicating if this was for a “One Way” or “Two
Way” shuttle.

Page 4

June, 2021

Bulletin No.: 07-00-89-037Q

4446262

Rental Net Item Type - Enter the rental amount not to
exceed the published maximum allowed amounts per
this bulletin. Once an amount is entered, you will be
required to supply the VIN of the GM rental vehicle
provided and the total number of rental days. You will
then select the Rental Reason that applies from the
drop down selection.

4446290

Public Transportation Net Type - When the
transportation was in lieu of a dealer-provided shuttle,
submit for a maximum of $7.50 each way. When the
vehicle is unavailable due to overnight repairs, and
public transportation was used in lieu of a rental
vehicle, submit for a maximum of $38 per day, or $114
total.

Bulletin No.: 07-00-89-037Q

June, 2021

Page 5

4446302

Customer Reimbursement Net Item Type - Enter the
actual cost based on receipt(s) provided for fuel. If an
amount is entered, the invoice number from the
Customer’s receipt is required.

4446309

ROADSIDE ASSISTANCE PROGRAM
GM is proud to offer the response, security, and
convenience of the 24-hour Roadside Assistance
Program. GM's Roadside Assistance coverage is
designed to assist owners with emergency and other
light services.* This customer support program is for all
GM vehicles purchased or leased (retail or fleet).
Program Coverage and Eligibility
Roadside Assistance is available for:
• Warranty repairs for all GM vehicle purchase/
lease customers and GM company-owned
vehicles within the Powertrain Limited Warranty
• Towing within the 8 year/100,000 mile Hybrid
Specific Warranty for all Hybrid vehicles

•

•
•

•

Towing is available for certain non-warranty
repairs (for example, accidents) coinciding with
the Powertrain Limited Warranty age/mileage
coverage period
May be used in conjunction with adjustments
outside the warranty on a case-by-case basis
Please refer to the vehicle’s Warranty and Owner
Assistance Manual or the Applicable Warranties
section of Investigate Vehicle History (IVH) for
vehicle-specific age/mileage warranty terms
Roadside Assistance may be available within the
terms of the Certified Used Programs. Please
refer to IVH to verify eligibility

Page 6

June, 2021

Roadside Assistance Services Provided
• 24 hour, 7 day/week via toll-free 800 phone
assistance lines, myBrand App, Vehicle In Head
Unit or OnStar Blue Button
• All emergency services for non-restricted
roadways
• Emergency Fuel Delivery (two gallons)
• Mobile EV Charging (select markets)
• Battery Jump Start
• Lock-out Assistance
• Towing
• Flat Tire Change - when equipped with a
properly inflated spare tire (tire repair/
replacement cost may be customer pay) or Tire
Inflator Kit Service (as equipped)

Bulletin No.: 07-00-89-037Q

•

Trip Interruption Assistance
• Roadside customers who are traveling more
than 100 miles from their home, their vehicle is
disabled with a warranty related disablement,
and must be in for repairs overnight
• Roadside Reunite – returning a vehicle for
customers who are traveling more than 100 miles
from their home, their vehicle is disabled with a
warranty related disablement, and must be in for
repairs overnight
*All "Roadside Assistance" programs, are handled by
GM Roadside Assistance suppliers. For Cadillac
roadside light services (not towing), a Cadillac
Technician may be dispatched. The customer must be
referred to Roadside Assistance to set up the eligible
service, or the dealer may contact Roadside Assistance
on the customer’s behalf. Refer to the Warranty and
Owner Assistance Information booklets for the
corresponding Roadside Assistance phone numbers
and additional details.

GM bulletins are intended for use by professional technicians, NOT a "do-it-yourselfer". They are written to inform these
technicians of conditions that may occur on some vehicles, or to provide information that could assist in the proper
service of a vehicle. Properly trained technicians have the equipment, tools, safety instructions, and know-how to do a
job properly and safely. If a condition is described, DO NOT assume that the bulletin applies to your vehicle, or that your
vehicle will have that condition. See your GM dealer for information on whether your vehicle may benefit from the
information.

WE SUPPORT VOLUNTARY
TECHNICIAN
CERTIFICATION