General Motors Customer Care and Aftersales: An Expert, Practical Guide

How to Reach GM Customer Care (United States)

General Motors supports customers through brand-specific assistance centers, a nationwide Certified Service network, and digital self-service portals. For efficiency, have your VIN (17 characters), current mileage, and repair order numbers ready before you call. Most cases receive an initial response within 24–48 hours, and complex issues can be escalated to a Senior Advisor when necessary.

Headquarters and corporate correspondence is handled from GM Global Headquarters, 300 Renaissance Center, Detroit, MI 48243. For brand-level support, use the direct lines and official support portals below. Online help centers allow warranty lookups, software update guidance, and appointment scheduling with local dealers.

• Chevrolet Customer Assistance: 1-800-222-1020 | chevrolet.com/support
• Buick Customer Assistance: 1-800-521-7300 | buick.com/support
• GMC Customer Assistance: 1-866-996-9463 | gmc.com/support
• Cadillac Customer Care: 1-800-333-4223 | cadillac.com/support
• OnStar Member Services: 1-888-466-7827 | onstar.com
• GM Financial (leasing/loans): 1-800-284-2271 | gmfinancial.com
• GM HQ Switchboard: (313) 667-1500 | gm.com

Warranty Coverage at a Glance

GM warranties vary by brand, powertrain, and model year. Always verify your model-year booklet in your glovebox or via the digital owner’s center. As a general rule in the U.S., Chevrolet, Buick, and GMC vehicles include a 3-year/36,000-mile Bumper-to-Bumper Limited Warranty and a 5-year/60,000-mile Powertrain Limited Warranty on gasoline models. Diesel powertrains typically carry longer terms on certain trucks. Cadillac coverage is more expansive on new vehicles, with a 4-year/50,000-mile Bumper-to-Bumper warranty and generally longer powertrain coverage than other GM brands.

Corrosion protection and emissions coverage are distinct. Sheet metal corrosion perforation is commonly covered up to 6 years/100,000 miles. Emissions-related components generally follow federal standards (2 years/24,000 miles for most items; up to 8 years/80,000 miles for select components). Electric vehicle high-voltage battery coverage on current GM EVs is typically 8 years/100,000 miles, transferable to subsequent owners within that term.

• Bumper-to-Bumper: 3 yr/36,000 mi (Chevrolet/Buick/GMC); 4 yr/50,000 mi (Cadillac)
• Powertrain: 5 yr/60,000 mi (most gas Chevy/Buick/GMC); Cadillac commonly longer; select diesel trucks may differ
• Corrosion Perforation: up to 6 yr/100,000 mi (model/region dependent)
• EV Battery: typically 8 yr/100,000 mi (Chevrolet, GMC, Cadillac EVs)
• Emissions: federal baseline up to 8 yr/80,000 mi for specific components

Roadside Assistance and Emergency Support

Roadside Assistance is included during the warranty term and generally mirrors the powertrain duration for Chevrolet, Buick, and GMC (5 years/60,000 miles), and is typically longer on Cadillac. Coverage includes towing to the nearest GM dealer, battery jump-start, flat tire service, fuel delivery (cost of fuel may apply), and lock-out assistance. Keep your VIN handy to speed verification.

Direct lines: Chevrolet Roadside Assistance 1-800-243-8872; Buick 1-800-252-1112; GMC 1-800-677-4927; Cadillac 1-800-224-1400. OnStar-equipped vehicles can request roadside help via the blue OnStar button, transmitting GPS location to reduce delays. If you require a tow after hours, request delivery to your preferred GM dealer; your vehicle will be checked in at opening.

Service, Maintenance, and Genuine Parts

GM recommends following the vehicle’s Oil Life Monitoring System, which adjusts oil change intervals based on driving conditions. For gasoline engines requiring dexos1-approved oil, intervals commonly range between 5,000–10,000 miles depending on usage; turbocharged engines and frequent short trips may trigger earlier changes. GM engines using DEX-COOL coolant are designed for up to 5 years/150,000 miles under normal service; brake fluid, transmission fluid, and transfer case service intervals vary by model and duty cycle—refer to your owner’s manual or the maintenance schedule at chevrolet.com/support (or the equivalent brand site).

Genuine GM and ACDelco parts are engineered to the same specifications as factory components. This is especially important for safety-critical parts (brakes, airbag sensors), high-voltage EV components, and ADAS-related items (radar sensors, camera modules) that require calibration with GM’s service tools. Many GM dealers offer mobile service for routine work (oil changes, recalls that don’t require a lift) and multi-point inspections during each visit.

Service pricing varies by region and model. As a broad U.S. reference, dealer labor rates commonly range $120–$190 per hour. Routine services like a dexos1 synthetic oil and filter change often fall in the $60–$120 range, tire rotations $20–$40, and 4-wheel alignments $100–$160. Always request a written estimate and verify whether shop supplies, hazardous waste fees, and taxes are included.

Digital Tools: My GM, OnStar, and Recalls

The MyChevrolet, MyBuick, MyGMC, and MyCadillac apps integrate maintenance schedules, service history, remote commands (on equipped vehicles), and dealer scheduling. Owners can store insurance details, digitize their maintenance records, and receive notifications when a recall or service campaign becomes available. OnStar, introduced in 1996, adds safety and connected services including Automatic Crash Response, Stolen Vehicle Assistance, and remote diagnostics on compatible models.

Recall checks are free and take under a minute with your VIN at my.gm.com/recalls. You can also verify via NHTSA at nhtsa.gov/recalls. Safety recalls are performed at no charge by GM dealers and can often be booked online; plan for software-only updates to take 30–60 minutes, while component replacements can vary based on parts availability. If a recall affects driveability or safety, request priority scheduling and alternate transportation.

Certified Service Network and Dealer Experience

GM supports one of the largest U.S. service footprints with 4,000+ dealer service centers, backed by brand-specific technical training and factory diagnostic platforms (GDS2/Techline). Technicians trained on EV high-voltage systems and ADAS calibration are designated at select locations—ask your advisor to route your vehicle accordingly for specialized work such as battery pack service or radar/camera alignment after collision repair or windshield replacement.

Use dealer online schedulers for real-time appointment slots and to pre-authorize basic services for faster check-in. For warranty repairs requiring extended time, many dealers participate in GM’s Courtesy Transportation or alternate transportation programs; available options range from loaner vehicles to ride-share credits depending on dealer fleet and regional policy. To maintain continuity, request the same advisor for follow-up visits and ensure all findings are documented on the repair order.

Financing, Protection Plans, and CPO Support

GM Financial (1-800-284-2271, gmfinancial.com) manages leases, retail loans, and end-of-term options like purchase, extension, or vehicle turn-in. Contact them 30–60 days before lease maturity to schedule inspections and review wear-and-use standards. Many dealers can bundle maintenance or protection plans into financing; if you finance add-ons, request a line-item breakdown with APR impact and verify cancellation/refund policies.

GM offers Protection Plans that can extend coverage beyond the factory warranty, including service contracts, appearance protection, and tire/wheel coverage. Read terms carefully: look for nationwide dealer acceptance, coverage level (exclusionary vs. stated component), deductible options, and transferability to a new owner. For Certified Pre-Owned vehicles, Chevrolet, Buick, and GMC CPO typically include a manufacturer-backed limited warranty package (e.g., a 12-month/12,000-mile CPO bumper-to-bumper limited warranty on top of remaining factory coverage and extended powertrain coverage up to six years/100,000 miles from original in-service date on many models). Cadillac CPO programs differ—confirm specifics at cadillac.com/certified-pre-owned.

Escalations, Case Handling, and Best Practices

If an issue persists after a dealer visit, open a case with the brand’s Customer Assistance Center and note your case number. Provide clear documentation: dates, mileage, work orders, photos/video of symptoms, and any diagnostic codes. If you’ve visited the same concern three or more times within a short period—or if the vehicle has been out of service for an extended number of days—ask for a Senior Advisor review and discuss options under state lemon or warranty laws where applicable.

For software or intermittent issues, provide repeatable conditions (ambient temperature, road type, speed, fuel level, recent updates, and accessories used). Vehicles with advanced driver assistance or infotainment updates may require module reprogramming, relearns, or sensor calibrations; request the final repair order include software versions, TSB numbers applied, and calibration confirmations. This record-keeping speeds future diagnostics and strengthens goodwill or policy adjustment requests if they arise.