'LEMON LAW' POINT-OF-SALE MATERIALS. Saturn Saturn 1993

For 1990-2009 cars

# 'LEMON LAW' POINT-OF-SALE MATERIALS

Attached are letters sent to all Retailers in states that require point-of-sale notification under "Lemon Law." The letters detail Saturn's and the Retailer's responsibilities to notify the purchaser of their rights under the "Lemon Law" of the state in which the vehicle was purchased. The letters also instruct Retailers on how to implement procedures to ensure that their state's requirements are met.

Included with the Retailer letter are point-of-sale materials for the Retailer's respective state and a reorder form for additional point-of-sale materials.

As new retail facilities open in states requiring point-of-sale notification, those facilities will receive Retailer letters, point-of-sale materials and reorder forms.

Additionally, a reminder letter and replenishment of materials will be sent to all affected Retailers semi-annually.

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: California Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in California

Saturns' Third-Party Dispute Resolution Program, BBB AUTO LINE, has been certified as provided under California law. In order to operate a certified program, we are required to call upon Saturn Retailer's to provide customers with information on its availability and operation.

#### Glove Box Notices

A glove box notice has been developed to provide new vehicle purchasers basic information on their rights under California law, and possible remedies and procedures for filing a claim. Enclosed with this letter is a supply of the customer rights forms, based on your sales rate over the last six months.

We request that Saturn Retailers continue to provide this notice to customers along with the glove box materials of all new Saturn vehicles sold or leased to California customers. Please asstgn one person the responsibility of maintaining an adequate supply of the notices. Additional notices can be ordered by using the attached Reorder Form.

#### Unresolved Complaints

It is in our mutual best interests to resolve customer disputes in good faith and in an expeditious manner. However. we realize that despite our best efforts, we may not always be successful. On those occasions. and only as a last resort, those customers with unresolved complaints should be told of the availability of BBB AUTO LINE and how to use it. Details of the program are found in the Saturn Warranty and Owner Assistance Information booklet.

Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject Florida Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Florida

Florida law contains certain provisions underscoring the importance of customer satisfaction. The law requires, among other things, that at the time of new vehicle purchase or lease, all consumers be provided with a booklet explaining the purchaser's or lessee's rights under the Lemon Law. Retailers are requested to provide such information as required. A projected six month supply of the booklet entitles "Preserving Your Rights Under the Florida Lemon Law," is enclosed.

Saturn realizes we must meet our obligations under this law. Saturn also realizes that in order to meet these obligations, we need the continued assistance and cooperation of our Florida Retailers.

Saturn Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that consumers be provided with the booklet, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed with each new vehicle purchaser. as required under established policies and procedures.

B. Instruct all retail facility sales personnel to provide a copy of the Florida booklet to each consumer who purchases a new Saturn vehicle from your retail facility by placing it in the glove compartment or by furnishing it along with the "Warranty and Owner Assistance Information" booklet.

C. The Florida delivery procedure requires that the retailer and the consumer sign a delivery form. This acknowledges receipt of the Lemon Law point-of-sale material. Saturn utilizes a vehicle pre-delivery form for this purpose. File retention of the form is required for two (2) years from date of vehicle delivery.

D. Assign one person, under the direction of the Retailer-operator, the responsibility of maintaining an adequate supply of the booklets and the delivery forms in the retail facility. Additional booklets can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: Georgia Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Georgia

Georgia law requires, among other things, that at the time of new vehicle purchase or lease, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However. we realize that in order to meet these obligations. we need the continued assistance and cooperation of our Georgia Retailers. Therefore, we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

Georgia Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the enclosed written notice to each customer who purchases or leases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: Hawaii Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Hawaii

Hawaii law requires, among other things, that at the time of new vehicle purchase or lease, Retailers provide all customers with a written statement explaining their rights under the Lemon Law.

Enclosed with this letter is a supply of the state required notice, "Your Rights Under Hawaii's Lemon Law." This notice replaces the previous "Notice to Hawaii Purchasers", dated 3/91, which should be destroyed.

Hawaii Retailers are requested to do the following:

o Inform all retail facility sales personnel of the law's requirement and institute procedures to provide a copy of the enclosed written notice to each customer who purchases or leases a new Saturn vehicle from your facility.

o In the space provided on the form, include the appropriate Saturn address for customer assistance in the event the customer wishes to notify Saturn. The Saturn address is attached to this letter.

o Ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed and understood by the customer at the time of each new vehicle delivery or lease.

o Retain one copy of the Hawaii notice, dated and signed by the customer, in the sales file.

o Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be orders by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely.

Customer & Retail Support Operations

Saturn Customer Assistance Contact

(For State of Hawaii Lemon Law Rights Owner Notification Form)

Saturn Corporation Saturn Assistance Center Hawaii Lemon Law Coordinator P. 0. Box 1500 100 Saturn Parkway, MD #24 Spring Hill, TN 37174-1500

Date: April 28, 1993

#### Subject: Illinois Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Illinois

Illinois law requires, among other things, that at the time of new vehicle purchase, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations. we need the continued assistance and cooperation of our Illinois Retailers. Therefore, we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

Illinois Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the enclosed written notice to each customer who purchases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28. 1993

#### Subject: Iowa Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Iowa

Iowa law requires, among other things. that at the time of new vehicle purchase or lease. all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our Iowa Retailers. Therefore, we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

Iowa Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the required notice to each customer who purchases or leases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law. you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: Maine Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Maine

Maine law imposes certain disclosure obligations upon both manufacturers and Retailers. State regulations require that all new motor vehicles, and those used motor vehicles still within the law's "term of proteciton," which are sold, offered for sale, leased. or displayed in Maine to have a notice affixed to the owner's manual, and a Lemon Law brochure placed within the owner's manual. The "term of protection" provided by the law is two years or 18.000 miles of use from the date of original delivery of a motor vehicle, whichever comes first.

The regulations provide that the manufacturer is responsible for supplying Lemon Law notices to Retailers and that Retailers are responsible for affixing the notices within the ownership materials. Enclosed with this letter is a supply of the state required materials, based on your sales rate over the last six months.

The sticker should be affixed to the Saturn "Warranty and Owner Assistance Information" booklet cover in a manner that does not conceal existing information. The cardboard brochure should be placed inside the "Warranty and Owner Assistance Information" booklet.

Saturn is requesting that our Retailers assign one person the responsibility of maintaining an adequate supply of the notices. Additional notices can be ordered by using the enclosed Reorder Form.

If you have any questions regarding the law. please consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28. 1993

#### Subject: Maryland Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Maryland

Maryland law requires, among other things, that at the time of new vehicle purchase or lease, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our Maryland Retailers. Therefore, we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

Maryland Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the required notice to each customer who purchases or leases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28. 1993

#### Subject: Massachusetts Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Massachusetts

Massachusetts law imposes certain disclosure obligations upon both manufacturers and Retailers. The regulations require all new motor vehicles, and those used motor vehicles still within the law's "term of protection." which are sold, offered for sale, or displayed in Massachusetts to have a notice affixed to the window and an information sheet included with the glove box materials. The "term of protection" provided by the law is one year of 15.000 miles of use from the date of original delivery of a motor vehicle, whichever comes first.

The regulations provide that the manufacturer is responsible for supplying Lemon Law notices to Retailers and that Retailers are responsible for affixing the window notice and placing the information sheet with the glove box materials. Enclosed with this letter is a supply of the state required material, based on your sales rate over the last six months.

Massachusetts Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the Lemon Law materials.

B. Instruct all retail facility sales personnel to provide a copy of the required notice to each customer who purchases or leases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Instruct all retail facility sales personnel that the window sticker should be affixed to a window of the vehicle in a location that does not interfere with the driver's vision or result in a safety hazard.

D. Assign one person the responsibility of maintaining an adequate supply of the required materials in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions regarding the law, you should consult your attorney. you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: Minnesota Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Minnesota

Minnesota law requires, among other things, that at the time of new vehicle purchase or lease, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations. we need the continued assistance and cooperation of our Minnesota Retailers. Therefore. we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

Minnesota Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the required notice to each customer who purchases or leases a new Saturn vehicle from your facility. and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law. you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: New Hampshire Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in New Hampshire

The New Hampshire Lemon Law requires the manufacturer to provide to the purchaser or lessee of every new vehicle. at the time of delivery, a written statement explaining the consumer's rights under the law. This statement is also required to be "conspicuously posted" in all retail facilities.

In addition to the Lemon Law statement, the law requires the manufacturer to provide each consumer with an arbitration request form which provides information for filing for an arbitration hearing before the New Hampshire New Motor Vehicle Arbitration Board. A document with the Saturn Assistance Center address must also be provided.

Enclosed with this letter is a projected six month supply of the state required information, based on your last six month sales rate. The required notices and arbitration form are contained within the envelopes entitled "New Hampshire Lemon Law Information."

Saturn realizes we must meet our obligations under this law. However, we also realize that in order to meet these obligations. we need the continued assistance and cooperation of our New Hampshire Retailers.

Saturn Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that consumers be provided with the information packet, and ensure that the GM Warranty and Owner Assistance Information booklet is reviewed with each new vehicle purchaser, as required under established Saturn Policies and Procedures.

B. Instruct all retail facility sales personnel to provide the required notices to each consumer who purchases or leases a new Saturn vehicle from your facility.

C. Assign on person the responsibility of posting the attached "Notice to Consumer" in a conspicuous place in the retail facility. This person should also be responsible for maintaining an adequate supply of the required forms in the facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continues assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28. 1993

#### Subject: New Jersey Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in New Jersey

New Jersey law requires, among other things, that at the time of new vehicle purchase or lease, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our New Jersey Retailers. Therefore, we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

New Jersey Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the required notice to each customer who purchases or leases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: New York Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in New York

New York law requires, among other things, that at the time of new vehicle purchase or lease, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our New York Retailers. Therefore, we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

New York Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the required notice to each customer who purchases or leases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28. 1993

#### Subject: Ohio Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Ohio

Ohio law requires, among other things. that at the time of new vehicle purchase or lease. all customers be provided with two warranty inserts (samples enclosed). The first warranty insert (OH-LL01) explains the purchaser's rights under the Ohio Lemon Law. The second insert (OH-LL02) explains the Saturn certified third party dispute resolution program, BBB AUTO LINE, in Ohio. Additionally, because Saturn operates a certified third party dispute resolution program, Ohio law dictates that the enclosed 8 1/2 " x 11" "Notice to Ohio Purchasers" (form OH-LL03) be displayed in a conspicuous area by all Saturn Retailers in Ohio. A copy of this notice is enclosed for your posting.

Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our Ohio Retailers. Therefore, Retailers are requested to provide customers with the information hsted above as required at point-of-sale. Enclosed with this letter is a supply of the state required warranty inserts, based upon your sales rate over the last six months.

Ohio Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that consumers be provided with the notification statements.

B. Instruct all retail facility sales personnel to insert forms OH-LL01 and OH-LL02 in the front cover of all new vehicle Warranty and Owner Assistance Information booklets. Both documents should be reviewed, along with the warranty and owner assistance information, with each new vehicle purchaser or lessee.

C. Post form OH-LL03 "Notice to Ohio Purchasers" in an area where it will be conspicuous, either in the service reception area or showroom.

D. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law. you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: Pennsylvania Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Pennsylvania

Pennsylvania law requires, among other things, that at the time of new vehicle purchase, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our Pennsylvania Retailers. Therefore, we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material, based on your sales rate for the last six months.

Pennsylvania Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the enclosed written notice to each customer who purchases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.,

Sincerely,

Customer & Retail Support Operations

Date: April 28, 1993

#### Subject: Vermont Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in Vermont

The Vermont Lemon Law requires the manufacturer to provide the purchaser or lessee of every new vehicle, at the time of delivery, a written statement explaining the customer's rights under the law. This statement is also required to be "conspicuously posted" in all retail facilities.

In addition to the Lemon Law statement, the law requires the manufacturer to provide each customer with a stamped, self-addressed envelope containing an arbitration request form which provides information about filing for an arbitration hearing before the Vermont Arbitration Board.

Enclosed with this letter is a supply of the state required material, based on your sales rate over the last six months. The required consumer notice and arbitration form are contained within the envelopes entitles "IMPORTANT VEHICLE CUSTOMER ARBITRATION INFORMATION."

Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our Vermont Retailers.

Saturn Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the information packet.

B. Instruct all retail facility sales personnel to provide the required notices to each customer who purchases or leases a new vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of posting the attached "Notice to Consumer" in a conspicuous place in the retail facility. This person should also be responsible for maintaining an adequate supply of the required forms. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

Date: April 28. 1993

#### Subject: West Virginia Lemon Law Point-of-Sale Materials

#### To: All Saturn Retailers in West Virginia

West Virginia law requires, among other things, that at the time of new vehicle purchase or lease, all customers be provided with a written statement explaining their rights under the Lemon Law. Saturn must meet its obligations under this law. However, we realize that in order to meet these obligations, we need the continued assistance and cooperation of our West Virginia Retailers. Therefore. we are requesting that Retailers provide the required material. Enclosed with this letter is a supply of the state required material. based on your sales rate for the last six months.

West Virginia Retailers are requested to institute the following procedures:

A. Inform all retail facility sales personnel of the law's requirement that customers be provided with the notification statement.

B. Instruct all retail facility sales personnel to provide a copy of the enclosed written notice to each customer who purchases or leases a new Saturn vehicle from your facility, and ensure that the Saturn Warranty and Owner Assistance Information booklet is reviewed.

C. Assign one person the responsibility of maintaining an adequate supply of the forms in the retail facility. Additional forms can be ordered by using the enclosed Reorder Form.

If you have any questions about the law, you should consult your attorney. Thank you for your continued assistance.

Sincerely,

Customer & Retail Support Operations

General Motors bulletins are intended for use by professional technicians, not a "do-it-yourselfer". They are written to inform those 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 a General Motors dealer servicing your brand of General Motors vehicle for information on whether your vehicle may benefit from the information.