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Better Business Bureau ®
Start With Trust®
Greater East Tennessee
Effect of GM Bankruptcy Filing on BBB AUTO LINE Cases
June 03, 2009

New Message to GM Customers

General Motors has filed for Chapter 11 bankruptcy protection. Under Chapter 11 a company reorganizes itself under court supervision with the intention of staying in business. The bankruptcy filing affects the following makes of vehicles: Buick, Cadillac, Chevrolet, GMC, Hummer, Pontiac, Saab and Saturn.

The U.S. Court overseeing GM’s reorganization has decided that General Motors may continue to honor its warranty commitment – and this includes resolving warranty disputes through the BBB AUTO LINE program.

BBB AUTO LINE also continues to provide warranty dispute resolution for most other vehicle manufacturers – for a complete list of BBB AUTO LINE participating manufacturers see our BBB AUTO LINE Fact Sheet. 

Frequently Asked Questions

For BBB AUTO LINE participants:

Q: How is my case affected now that GM is reorganizing under bankruptcy protection?

Q: Will I have to re-file my dispute on my GM vehicle with BBB AUTO LINE?

Q: Can I still seek a repair, repurchase or replacement of my vehicle?

Q: How can I be sure GM will honor the award or settlement?

Q: Now that GM has filed for bankruptcy, will I need an attorney to use BBB AUTO LINE?


For GM Owners:

Q: Is GM still honoring its manufacturer’s warranty?

Q: What happens if my model is no longer available and it requires replacement under warranty?

Q: Where can I get more information about my car’s warranty?

Q: If I bought an extended service contract (Protection Plan) through GM am I still covered?

Q: My GM dealer is going to close its doors. Where should I take my car now to be fixed? 

Q: What should I do now if my car breaks down while still under warranty?

Q: Will I still be notified of future recalls for my GM vehicle?

Q: Where can I get more information on the lemon laws in my state? 

Q: How can BBB AUTO LINE help me with my dispute over my vehicle warranty?

Q: When using the BBB AUTO LINE program can I still hire an attorney to assist me with my warranty dispute with GM?





Q: How is my case affected now that GM is reorganizing under bankruptcy protection?
A: BBB AUTO LINE cases have not been affected by GM’s bankruptcy filing. BBB AUTO LINE is currently handling BBB AUTO LINE claims involving GM in the same manner used prior to the bankruptcy filing.

When it filed for bankruptcy, GM requested that the bankruptcy court allow it to continue to honor its warranties and this included its participation in the BBB AUTO LINE program. The bankruptcy court has granted GM’s request.

Q: Will I have to re-file my dispute on my GM vehicle with BBB AUTO LINE?
A: No. BBB AUTO LINE is permitted to continue processing claims filed prior to GM’s bankruptcy filing. And BBB AUTO LINE is also currently processing new claims received after the bankruptcy filing.

Q: Can I still seek a repair, repurchase or replacement of my vehicle?
A: Yes. The eligibility standards have not been affected by the bankruptcy filing.   Each consumer filing with BBB AUTO LINE will receive program eligibility information. You can discuss your eligibility with the BBB Dispute Resolution Specialist assigned to work with you – and can contact BBB AUTO LINE representatives Monday-Friday between the hours of 9:00 AM to 7 PM EST by calling 800 955 5100. 

Q: How can I be sure GM will honor the award or settlement?
A: GM has a contractual agreement with BBB to abide by awards made in BBB AUTO LINE and the court’s order does not change that agreement. 

Q: Now that GM has filed for bankruptcy, will I need an attorney to use BBB AUTO LINE?
A: The BBB AUTO LINE process is designed to be informal and easy for consumers to use without having to hire an attorney.  You certainly have the right to get legal advice at any time during the process, and questions about how and whether you can pursue a claim in court are best answered by an attorney. But the BBB AUTO LINE process will not change even if GM files for bankruptcy – impartial BBB staff will assist both parties in an attempt to resolve your concerns.
   

For GM Owners:

Q: Is GM still honoring its manufacturer’s warranty?
A: Yes. GM will continue to honor their vehicle warranties as they undergo reorganization under Chapter 11 bankruptcy. In addition, GM warranties for vehicles sold during the restructuring period are also now backed by the U.S. government, as noted by the Obama administration in late March.

Q: What happens if my model is no longer available and it requires replacement under warranty?
A:  Under the BBB AUTO LINE program, if consumers are awarded replacement vehicles but there is no longer a comparable vehicle available, several options are possible. If both parties agree to a solution (i.e., a similar comparable vehicle) that resolution can satisfy the dispute. If the parties are unable to agree on a replacement vehicle, a repurchase option may also be an alternative. 

Q: Where can I get more information about my car’s warranty?
A: Consult your owner’s manual to review your vehicle’s warranty or visit www.gm.com/experience/quality

Q: If I bought an extended service contract (Protection Plan) through GM am I still covered?
A: Yes. General Motors Protection Plans (GMPP) are provided by a subsidiary of GMAC LLC, which is separate from GM and is not included in GM’s bankruptcy filing. In addition, the extended service contracts are backed by MIC Property and Casualty Corporation (MICPAC). More information about GMPP is available at www.gmprotectionplan.com/index.html or by phone at 800-631-5590. 

Q: My GM dealer is going to close its doors. Where should I take my car now to be fixed?
A: Customers of any GM dealership that has ceased operations may choose another dealership for any needed service on their GM vehicles. Information about specific GM brands is also available online. Following are the GM Brand Web sites and Customer Assistance Center Phone numbers:
www.cadillac.com  (800.458.8006) 
www.chevrolet.com  (800.222.1020)
www.buick.com        (800.521.7300)
www.pontiac.com     (800.762.2737)
www.gmc.com         (800.462.8782)
www.hummer.com   (866.486.6376)
www.saturn.com      (800.553.6000)
www.saab.com        (800.955.9007)

Q: What should I do now if my car breaks down while still under warranty?
A: You should continue to follow the recommendations found in your warranty book for fixing the vehicle and resolving any concerns. If your authorized dealer is unable to resolve the problem to your satisfaction, you should speak with GM customer service representatives – toll free phone numbers for each division of GM are included above. Lastly, the BBB AUTO LINE program is available to assist GM customers with resolution of warranty disputes that cannot be resolved without the assistance of a neutral third party.

Click here to file a complaint with BBB AUTO LINE

For additional assistance, consumers can contact BBB AUTO LINE representatives Monday-Friday between the hours of 9:00 a.m. to 7:00 p.m. EST by calling 800.955.5100. 

Q: Will I still be notified of future recalls for my GM vehicle?
A: Yes. Even while under bankruptcy protection, a manufacturer issuing a safety recall must continue to notify customers and comply with orders issued by the National Highway Traffic Safety Administration (NHTSA).

Q: Where can I get more information on the lemon laws in my state?
A: BBB serves as a source for lemon law information. Click here for additional information about state lemon laws 

Q: How can BBB AUTO LINE help me with my dispute over my vehicle warranty?
A: BBB AUTO LINE is the nation's oldest and most respected auto warranty dispute resolution program. Click here for information about BBB AUTO LINE rules, procedures and participating manufacturers

Q: When using the BBB AUTO LINE program can I still hire an attorney to assist me with my warranty dispute with GM?
A: The BBB AUTO LINE Program was designed to be informal and empower parties to manage their own representation. Most consumers using the BBB AUTO LINE program represent themselves, but consumers retain the right to obtain an attorney. 

BBB helps consumers and representatives from auto manufacturers (customer service representatives) understand program eligibility standards, the steps used to help parties resolve disputes, exchanges information, facilitates settlement discussions and schedules unresolved cases for arbitration as a last step in the BBB AUTO LINE program process.