LOYALTY REWARDS PROGRAM

Transcription

1 LOYALTY REWARDS PROGRAM

2 A car is kind of a big deal. It s a big machine and it s a big expense and it s a big part of life as we know it. And so, when we talk to you about your car, we take it pretty seriously. We believe in driving around until we hear the rattle that only happens when it s raining, on a hill, turning slightly to the left. We believe in coloring with your 4-year-old while you take a test drive. We believe one mistake is one too many. We are not okay with just okay. We believe in listening before talking, thinking before acting, and showing our cards. All of them. All of this may seem strange, since the car business has a reputation for being not so nice. But over the years, we ve learned it s better to be nice, do good and tell the truth. Because it may look like the car business, but it s really the people business. And for us, that is a big deal. GIFFORD PINCHOT NATIONAL FOREST Dick Hannah Dealerships has partnered with The National Arbor Day Foundation to have a tree planted with every vehicle we sell. Our goal is to plant 15,000 trees per year in Gifford Pinchot National Forest. Thank you for choosing Dick Hannah Dealerships for your new vehicle. Your purchase has added one more tree to be planted as part of our tree planting program. President Dick Hannah Dealerships 2 3

3 IT S SIMPLY A MATTER OF DOING THE RIGHT THING GOING GREEN... THROUGH LEADERSHIP AND CORPORATE STEWARDSHIP We recognize the impending need to preserve and sustain the environment and its resources. We are more than corporate stewards. We are a collective group of people stepping up to the challenge, tackling tough issues and setting change in motion. We owe it to our employees, our customers and our community to be a trusted partner and to simply do the right thing. THE HANNAH S FAMILY ROOTS ARE EMBEDDED HERE Our commitment to being a trusted community partner has remained a constant for three generations. In our effort to become a more GREEN-BASED dealership, Dick Hannah Dealerships has utilized a top down approach with support from every level of our team. The mission of our GREEN Task Force has become part of our culture. THE DICK HANNAH DEALERSHIPS GREEN TASK FORCE Our most talented resource is our people many of whom volunteer their time as a member of the Hannah GREEN Task Force. They are the backbone of our best practices initiatives and ensure that implementation is accomplished successfully within every function of our business. The GREEN Task Force is a collection of team members from all of our stores from all departments; sales, service and parts. A TREE IS PLANTED HELPING TO SUSTAIN OUR ENVIRONMENT Dick Hannah Dealerships has committed to having a tree planted with every vehicle we sell. This applies to all new and pre-owned cars and trucks throughout all of our stores. We ve partnered with the National Arbor Day Foundation and so far thousands of trees have been planted. Our customers receive a certificate and further details regarding the National Arbor Day Foundation reforestation efforts. WE ARE COMMITTED TO REDUCING WASTE THAT ENDS UP IN OUR PUBLIC LANDFILLS Waste Connections, Inc. is a leading provider of comprehensive waste and environmental services. Dick Hannah Dealerships is proud to partner with a company that actively pursues projects and initiatives that benefit the waste industry, the communities that they serve and the environment. We are committed to reducing our waste contribution and increasing our recycling efforts. SAVING ENERGY We are filling our GREEN pipeline with advanced technologies and initiatives. A valued partner in our efforts has been Clark Public Utilities. Our GREEN Task Force is working closely with Clark Public Utilities to evaluate power saving opportunities. A local representative toured the Dick Hannah Dealership facilities and conducted energy audits. The Energy Star planning tools are now a part of our process in energy reduction. AND WE RE JUST GETTING STARTED! We are energized each and every day at all the new possibilities moving forward and we are excited about the prospects of new concepts to enrich the lives of our customers and our community. It s simply a matter of doing the right thing. DEALERSHIP LOCATIONS Dick Hannah s Service XPress... 8 REWARDS PROGRAM Rewards Program % Same Day Savings Service Rental Vehicles Complimentary Hand Car Washes FAQ s Maintenance and Repair Appointments SERVICES AND PRODUCT WARRANTIES Important Information Hour Roadside Assistance Tire and Wheel Road Hazard Discount For New Vehicle For Used Vehicle Using Your Owners Service and Discounts How To File A Claim Vehicle Care Recommendation OTHER DICK HANNAH SERVICES Collison Center Window Tinting Express Auto Paint Vehicle & Graphics Wrap Fast Specialities ProCaliber Motorsports TABLE OF CONTENTS Throughout this booklet, there are references to new and used vehicles. Below are the definitions of what qualifies as a new vehicle and what qualifies as a used vehicle. NEW VEHICLE A new vehicle is any eligible* vehicle, which is purchased from a Dick Hannah Dealership and is registered to you as the first or second owner and has at least one month and 1,000 miles of the full manufacturer s warranty remaining at the time of sale or lease to you. USED VEHICLE A used vehicle is any eligible* vehicle, including the present year that has no remaining manufacturer s warranty or you are not the first or second registered owner. January 1 constitutes the model year change. * Certain vehicles are not eligible for participation based upon use, age, mileage or manufacturer. If you have questions regarding eligibility please consult the dealer for a list of these vehicles. 4 5

4 Since 1949, we have been growing. Find us now with locations from Longview to Bend. DICK HANNAH TOYOTA SCION 2632 Coweeman Park Drive Kelso, WA Longview (360) PRO CALIBER MOTORSPORTS 1020 Industrial Way Longview, WA Longview (360) PRO CALIBER MOTORSPORTS NE Fourth Plain Blvd Vancouver, WA Vancouver (360) VANCOUVER AUTO MALL Northeast Auto Mall Dr Vancouver, WA Portland (503) Vancouver (360) DICK SAYS YES 1200 NE 95th Street Vancouver, WA Vancouver (360) FAST SPECIALITIES 1200 NE 95th Street Vancouver, WA Vancouver (877) VOLKSWAGEN OF PORTLAND E. Burnside Portland, OR Portland (503) HYUNDAI OF PORTLAND E. Burnside Portland, OR Portland (503) ACURA OF PORTLAND Southeast Stark Portland, OR Portland (503) PRO CALIBER MOTORSPORTS 3500 N HWY 97 Bend, OR Vancouver (541)

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6 AT DICK HANNAH DEALERSHIPS, WE VE GOT YOU COVERED! As a purchaser or lessee at Dick Hannah Dealerships, you are entitled to many benefits, including our 10% Same Day Savings on your scheduled or preventative maintenance, retail repairs, retail accessory items or retail parts purchases. PLUS As a bonus for our registered owners, you can now register up to 3 additional vehicles in your household and enjoy the same 10% Same Day Savings offer on those vehicles, too! DICK HANNAH LOYALTY REWARDS PROGRAM AN EXCLUSIVE OPPORTUNITY As the purchaser or lessee of a qualifying previously owned vehicle from Dick Hannah Dealerships, you have an opportunity to participate in our program and have access to an exclusive group of services and benefits extended to our most loyal customers. Simply visit and provide us some information about your other vehicles and we will automatically add them to your membership. It s that easy to save 10% on maintenance and repairs for every car or truck in your household, no matter the year, make or model. Once again, thanks for purchasing or leasing your vehicle from Dick Hannah. We are committed to keeping you as a customer for a long time. Some of the items shown are valid for as long as you own the vehicle and have it serviced according to our program guidelines right here at Dick Hannah Dealerships. Others include a product warranty from their respective manufacturer that is valid for 36 months or 36,000 miles, beginning today and ending when you have either owned the vehicle for 36 months or have driven 36,000 miles

7 DICK HANNAH LOYALTY REWARDS PROGRAM If you have all manufacturer s required service and preventative maintenance performed by Dick Hannah Dealerships, you may take advantage of the program offers as explained in the program materials. Your personalized Rewards Card offers you an opportunity to enjoy our 10% Same Day Savings on your scheduled or preventative maintenance, retail repairs, retail accessory items or retail parts purchases. All qualifying vehicles sold or leased by Dick Hannah Dealerships are registered under the Dick Hannah Loyalty Rewards Program. At Dick Hannah Dealerships, when you entrust us to help you select your new or used vehicle, you grant us the opportunity to help fulfill your automotive needs and quite possibly your dreams. We take this opportunity so seriously, in fact, that we have chosen to include some very special products and services. The details about our program are explained throughout this booklet. Take a look and if you have any questions about the program, just give us a call. One of our helpful customer service associates will be glad to answer your questions. Once again, thanks for purchasing or leasing and servicing your vehicle from Dick Hannah. We are committed to keeping you as a customer for a long time. DICK HANNAH LOYALTY REWARDS PROGRAM SERVICE RENTAL CARS We are happy to provide our Dick Hannah Loyalty Rewards Program Members with two (2) No Cost Rental Car days, every year, whenever your vehicle is in one of our Service Centers for a manufacturers required service or preventative maintenance. It s just another way of saying thanks for your loyalty. Here s how you can use this special offer: 1. Purchase or lease a new vehicle or a qualifying previously owned vehicle from a Dick Hannah Dealership. 2. Then, have all manufacturers required service and preventative maintenance performed at any Dick Hannah Dealership Service Center. 3. When you make your service appointment, just let us know that you are a Dick Hannah Loyalty Rewards Program member and you need a rental car. We will have it ready when you bring your car in for the service appointment. COMPLIMENTARY HAND CAR WASHES Keep it clean for life. Every time you come in for required service or preventative maintenance, you will receive a Complimentary Hand Car Wash. You can even receive a free anytime hand car wash (but not more than 1 every month) just by dropping by to say hello. While you re here, take a close look around the showroom you might just see something you really like! Your personalized Rewards Program Card is issued to the registered vehicle purchaser/ lessee shown on the card. THE FOLLOWING TERMS AND CONDITIONS APPLY TO THE USE OF THIS CARD: Your Rewards Card may be used at any Dick Hannah Automobile Dealership. It may be used in conjunction with any scheduled or preventative maintenance, retail repair, retail accessory or retail parts purchase. 1. GENERAL: In order to qualify for the Dick Hannah Loyalty Rewards Program services and benefits, you must have all manufacturers required service and preventative maintenance performed by Dick Hannah Dealerships. If you do not have all required services and preventative maintenance performed by Dick Hannah Dealerships, all program services and benefits are void. Program benefits and services are exclusive to our customers and may not be transferred to any other vehicle or subsequent owner. 2. SERVICE REQUIREMENTS: All Dick Hannah Dealerships make available to each customer, a printed copy of their service and maintenance guidelines for the particular vehicle being purchased or leased. Your service requirements may vary according to your specific driving conditions as explained in the Owners Manual provided by the manufacturer % SAME DAY SAVINGS: As a registered owner in the Dick Hannah Loyalty Rewards Program, you will always receive a 10% Same Day Savings in conjunction with a scheduled or preventative maintenance purchase, retail accessory, or retail parts purchase that you personally pay for. Repairs performed under the Manufacturer s Warranty or by an Extended Service Agreement do not qualify for the 10% Same Day Savings Reward. You must present your Dick Hannah Loyalty Rewards Card at the time of your purchase to receive your 10% Same Day Savings Reward. Same Day Savings may not be combined with any other special offer or discount on service or parts. 4. SERVICE RENTAL VEHICLES: Rental vehicle offer is limited to $25.00 per day for a maximum of two (2) days during a twelve (12) month period. Rental vehicles are available only when your vehicle is in a Dick Hannah Dealership Service Center for a required service or preventative maintenance appointment. Charges for additional insurance coverage offered by the rental company and fuel are your responsibility. Vehicles not serviced in accordance with the program requirements do not qualify for the Rental Car offer. 5. COMPLIMENTARY HAND CAR WASHES: Receive a complimentary Hand Car Wash every time your vehicle is in a Dick Hannah Dealership Service Center for a required service or preventative maintenance appointment. You may receive one (1) complimentary hand car wash each month. To receive your complimentary hand car wash you must present your Rewards Card. Vehicles not serviced in accordance with the program requirements do not qualify for the Hand Car Wash offer

8 DICK HANNAH LOYALTY REWARDS PROGRAM DICK HANNAH LOYALTY REWARDS PROGRAM IMPORTANT INFORMATION ABOUT YOUR SERVICE In your Owner Materials you will notice reference to the terms Scheduled Service, Scheduled Maintenance and Preventative Maintenance. In order to help you better understand these terms, as they apply to the program, the following information is provided for you: Do I have to get all my service performed by the dealership? In order to participate in the Dick Hannah Loyalty Rewards Program you must have all manufacturer s required service and preventative maintenance performed by Dick Hannah Dealerships. Dick Hannah Dealerships has established complete service and preventative maintenance guidelines for the vehicles they sell and register under the Dick Hannah Loyalty Rewards Program. Dick Hannah Dealerships make available to each customer a printed version of the service and maintenance guidelines for your particular vehicle. Do I get a rental car every time my car is in service? As a participant in the program you are allowed two (2) rental car days every 12 months for as long as you own the vehicle and have all manufacturer s required service and preventative maintenance performed by Dick Hannah Dealerships. REQUIRED SERVICE AND PREVENTATIVE MAINTENANCE Manufacturer s Required Service and Preventative Maintenance refers to service items that need to be performed and how often they should be done to keep your vehicle safe and in top operating condition. Some of the procedures can be complex, so unless you are technically qualified and have the necessary equipment, you should allow a Dick Hannah Dealership Service Center to perform this work for you, and must do so to remain qualified for the benefits of the program. Can I use my no charge rental car days for any reason? Your Dick Hannah Loyalty Rewards Rental Car days are available any time your vehicle is in the shop for a required service or preventative maintenance appointment. If my car breaks down or needs a tow what do I do? If your vehicle is inoperative, contact our Emergency Roadside Service at 1 (800) Give the dispatcher your Dick Hannah Loyalty Rewards Program Registration Number. They will get assistance to you as quickly as possible. You can be towed up to 35 miles at no charge to you as long as you are being towed to a Dick Hannah Service Center and have the necessary repairs done by Dick Hannah Dealerships. If I am in an accident and need to be towed, what do I do? If you are with the vehicle and have the ability to instruct the tow operator where to tow your vehicle, request that it be delivered to Dick Hannah Collision Center in the Vancouver Auto Mall. You can be towed up to 35 miles at no charge to you as long as you are being towed to a Dick Hannah Service Center and have the necessary repairs done by Dick Hannah Dealerships. Dick Hannah s Collision Center is the best equipped facility in the area to repair your vehicle to its pre-loss condition. DEALER RECOMMENDED MAINTENANCE Dealer Recommended Maintenance refers to inspections and services that should be performed at least twice yearly (for instance, each spring and fall). You must allow a Dick Hannah Dealership Service Center to perform these inspections for you and make recommendations for seasonal services. During the recommended maintenance checkups, careful attention is paid to items that will help you be better prepared for operation during the approaching seasons. Your Dick Hannah Service Advisor will always keep you advised of any items that may need attention that they discover during the inspection process

9 MAINTENANCE AND REPAIR APPOINTMENTS 16 All Dick Hannah Dealerships care about our environment. We make sure all engine oil, oil filters, radiator coolants, batteries, and air conditioning coolants are either reclaimed or recycled. Even old auto part are recycled whenever possible. CUSTOMER SATISFACTION There is no substitute for a satisfied customer at Dick Hannah Dealerships. Service and maintenance work performed at Dick Hannah Dealerships will always meet or exceed the guidelines of your particular manufacturer. Our highly trained service center personnel are here to help you in any way possible and we are proud to have you as a customer. APPOINTMENTS Dick Hannah Service Centers work on an appointment basis. When you need service performed, you may either call our service center or you can book an online appointment at We will make every effort to set an appointment at a time that will be convenient for you. If you have an emergency, no appointment is necessary. Just bring your vehicle to the service center or call us; we ll handle the details. EARLY BIRD SERVICE If you need to leave your vehicle for service at a time when we are closed, simply leave your key and the instructions of what you need done to your vehicle in our early bird box 24 hours a day, 7 days a week and we ll do the rest. ESTIMATES OF REPAIR It s Dick Hannah s policy to only do the work you would like performed. Please insist on being told how much the service will cost before the work is started. It is required that we have your authorization before we can do any work on your vehicle. CREDIT POLICY In order to give you flexibility with your credit purchases, we accept Visa, Mastercard, American Express and Discover Card. Your personal check is always welcome, with proper identification. VEHICLE PICKUP Your vehicle may be picked up during regular service center hours. QUESTIONS If for any reason, you have questions regarding the repairs we make to your vehicle, you are invited to contact your Professional Service Advisor to discuss it. Every Dick Hannah Dealership is totally committed to our customer s satisfaction with every service or repair we perform. SERVICES AND PRODUCT WARRANTIES 17

10 IMPORTANT INFORMATION PLEASE READ CAREFULLY IMPORTANT INFORMATION PLEASE READ CAREFULLY 18 THE FOLLOWING PAGES PROVIDE IMPORTANT INFORMATION ABOUT THE DICK HANNAH LOYALTY REWARDS PROGRAM, SERVICES AND LIMITED PRODUCT WARRANTIES AVAILABLE TO YOU AS A PROGRAM PARTICIPANT. This information is important and should be kept along with other vehicle information in the vehicle, where it is accessible for service, repairs and general information. Dick Hannah Dealerships enrolls every customer purchasing or leasing a vehicle in the Dick Hannah Loyalty Rewards Program program and your participation in the program is entirely voluntary. The rules and provisions of the program are intended to protect you, the other program participants, and Dick Hannah Dealerships. Your participation in the program will be governed by these rules and provisions, and it is your responsibility to read and understand them. Dick Hannah Dealerships has established complete service and preventative maintenance guidelines for the vehicles they sell and register under the program and make available to each customer, a printed version of the service requirements and maintenance guidelines for your particular vehicle. In order to participate in the Dick Hannah Loyalty Rewards Program, you must have all manufacturer s required service and preventative maintenance performed by Dick Hannah Dealerships. Any vehicle not serviced by Dick Hannah Dealerships during any 12 consecutive month period may, at our discretion, be removed from the program. Participation in the program is subject to any terms and conditions, rules, regulations, policies and procedures that Dick Hannah Dealerships may, at its discretion, adopt from time to time. Dick Hannah Dealerships has the sole right to interpret and apply the program rules. Any failure to follow the program rules will result in the termination of an individual s membership in the program. The Dick Hannah Loyalty Rewards Program may be cancelled upon 180 day notice to you, and specific terms and provisions herein may be modified without notice. The accumulation of rewards does not entitle you to any vested rights with respect to any specific rewards or specific service. In accumulating rewards, members may not rely upon the continued availability of the program, or any element of it. You will need your Owner Information document for service personnel to confirm your eligibility anytime you are requesting service or assistance for any item shown on the following pages. If you are unable to provide the information PRIOR to repair or service, you may be unable to utilize the service until you have provided the required information. Information about you and your vehicle appear on the Owner Information Page along with important telephone numbers you may need when requesting service. The benefits and services offered by the program may be used only for the vehicle described on the Owner Information Page. The benefits and services are not transferable to any other vehicle and may only be used by the vehicle owner named on the Owner Information Page or a member of the immediate family while operating the vehicle (but not a new owner). The benefits and services provided to you are clearly marked on the Owner Information Page. Any item on the Owner Information Page marked N/A is an indication that you do not have the particular service or product availability included. In some states, certain items may not be permitted and accordingly, will be marked N/A. Loyalty Rewards Program services extended to you by Dick Hannah Dealerships will indicate the availability to you with a time or mileage period. The time or mileage period begins upon enrollment in the program and will no longer be available to you when either the period of time has expired or the vehicle has reached the mileage allowable. You will find your particular level of service printed on your Owner Information Page. If you do not understand your coverage or you are unable to identify your coverage, please contact our Customer Service Center for assistance. You can reach our Customer Service Center between the hours of 9:00 AM and 4:00 PM Pacific Time, Monday through Friday by calling: 1 (800) Please have your vehicle information available for our representatives when calling. The effective date of this information is January 1,

11 24-HOUR ROADSIDE ASSISTANCE 24-HOUR ROADSIDE ASSISTANCE EMERGENCY ROADSIDE ASSISTANCE is available to you throughout the United States, Hawaii and Alaska, 24-hours a day, 365 days a year for the time or mileage period indicated on your Owner Information Page. In most cases, you will never have to pay for covered services. Services to you are established by Dick Hannah Dealerships and provided by a contractor selected by them. Call this Toll-Free Number 1 (800) and a service vehicle will be dispatched to you. YOU MUST HAVE THE FOLLOWING AVAILABLE WHEN YOU CALL FOR SERVICE: 1. Your Owner Registration number 2. The location of your disabled vehicle (city, state, street address and nearest intersection). 3. The description of your disabled vehicle 4. Type of service you are requesting (flat tire, jump start, tow, etc.) IMPORTANT NOTICE You may be asked to wait by the phone for a short period of time, in order for the dispatch center to call you back and confirm the type of service being sent to you, as well as the estimated time of arrival. You must be with your vehicle when the service provider arrives. Unattended vehicles will not be serviced. EXTREME WEATHER When weather or road conditions are extremely bad, we ask for your patience and understanding. In cases of extreme weather or conditions, we will have a service provider to your disabled vehicle as soon as possible. Emergency situations where the motorist is stranded will be our first priority. 20 THE FOLLOWING ARE COVERED EMERGENCIES: 1. Battery Service Our representative will help with a jump start (not a new battery). 2. Flat Tire Assistance Our representative will assist you with the installation of your spare tire. 3. Gasoline Service Our representative will deliver up to 3 gallons of gasoline to get you on your way to your destination. You are responsible for the cost of the fuel. The person delivering the fuel will collect the cost of the fuel and provide a receipt for your records. 4. Lock-out Assistance Our representative will assist you with the opening of your passenger doors utilizing specialized tools. An authorized locksmith will be provided if necessary. 5. Towing We will tow your vehicle to the nearest Dick Hannah Dealership up to 35 miles in the event your vehicle is inoperable. SERVICE NETWORK A response to your request may be provided through a network of contracted service providers who have agreements with us to perform road and towing service for our registered owners only. As independent contractors, they have exclusive control over their own equipment and personnel. We are not responsible for their acts or omissions. Parts, taxes, and any additional labor not related to your emergency. Non-emergency towing or other non-emergency service. Mounting or removing of snow tires or chains or tire repair. Camping trailers, travel trailers, or any vehicles in tow. Towing from a service station, garage or repair shop. Service obtained through any source other than one of our licensed and contracted providers. Storage charges In order to qualify for the Roadside Assistance Service at NO CHARGE TO YOU, you must have all manufacturer s required service and preventative maintenance performed by Dick Hannah Dealerships. If you do not have all required service and preventative maintenance performed by Dick Hannah Dealerships, you may utilize this service only if you agree to be responsible for all charges at the time the service is provided to you. THE FOLLOWING ARE NOT COVERED AS PART OF YOUR EMERGENCY ROADSIDE ASSISTANCE: Towing at the direction of a law enforcement officer relating to traffic obstruction, impoundment, abandonment, illegal parking, or other violations of law. Towing or service calls during off-road use. Traffic accidents or damage covered by either Comprehensive or Collision Insurance. Willful or intentional damage caused by you or vandals. Repeated service calls for vehicles due to the lack of routine maintenance or repair. 21

12 TIRE AND WHEEL ROAD HAZARD DISCOUNT Willful or intentional damage inflicted by you or vandals. Damage covered by either Comprehensive or Collision Insurance coverage. Incorrect or improper mounting or modification not in accordance with the vehicle manufacturer s specifications. Tires and wheels installed on commercial vehicles. Your Tire and Wheel Road Hazard Discount Offer is exclusive from Dick Hannah Dealerships and applies only to the vehicle shown on the Owner Information Page. To qualify for this offer, you must have all manufacturer s required service and preventative maintenance performed by Dick Hannah Dealerships. This offer is not transferrable to any subsequent owner of the vehicle. This offer applies only to the tires and wheels on your vehicle at the time service is requested. It is extended to you for the time or mileage period indicated on the Owner Information Page, or until the tires are worn out as defined by State Law or the tire manufacturer, whichever should occur first. A ROAD HAZARD SHALL MEAN ANY OR ALL OF THE FOLLOWING CONDITIONS: 1. Cut 4. Impact Break 2. Snag 5. Puncture 3. Bruise 6. The Wheel is not useable due to damage caused by a tire road hazard THE FOLLOWING ARE NOT CONSIDERED ROAD HAZARDS AND THERE IS NO SERVICE AVAILABLE: Defects in workmanship or materials covered by the tire manufacturer. Damage caused by off-road use. Cosmetic damage to painted or chromed wheels. Damage caused by parking space/lot devices, such as curbs, medians, concrete barriers, road/parking dividers. Tread depth worn to 3 32nds of an inch or less at the time of failure. TIRE AND WHEEL ROAD HAZARD DISCOUNT TIRE REPAIR GUARANTEE During the time/mileage period indicated on the Owner Information Page, if repair of the tire is necessary, it will be repaired by Dick Hannah Dealerships FREE OF CHARGE. The repaired tire will be mounted, balanced, and reinstalled on your vehicle at NO CHARGE TO YOU. TIRE REPLACEMENT GUARANTEE During the time/mileage period indicated on the Owner Information Page, if replacement of the tire is necessary, it will be with a tire of equivalent quality and you will never pay one penny more than our actual cost for the replacement tire! We will show you our cost and if you can find it priced less within 10 days, we will pay you the difference, guaranteed! IF YOUR TIRE OR WHEEL NEEDS REPAIR If your tire or wheel needs repair due to any of the hazards indicated, please contact the Customer Service Center at 1 (800) , 24-hours a day. If emergency roadside assistance is needed, you may call the toll-free number provided in this booklet and an authorized representative will be dispatched to assist with the installation of your spare or temporary tire. CUSTOMER NOTIFICATION To qualify for the COST GUARANTEE portion of this offer, you must present us with a price from a competitive retail source within 25 miles and/or within 10 days and allow our program manager to verify the price as accurate. The offer is not valid if the competitive price you provide is from the internet, from a source more than 25 miles from our dealership or it is not a price for an exact match for the wheel or tire being replaced. WHEEL REPLACEMENT GUARANTEE During the time/mileage period indicated on the Owner Information Page, if replacement of a wheel is necessary, it will be with a wheel of equivalent quality and you will never pay one penny more than our actual cost for the replacement wheel! We will show you our cost and if you can find it priced less within 10 days, we will pay you the difference, guaranteed! IMPORTANT INFORMATION Manufacturers of both tires and wheels periodically make changes to their products. The changes may include redesign or discontinuance of the tire or wheel. When replacing a tire or wheel, it may not be possible to obtain the exact brand or style to match the tires or wheels remaining on the vehicle. As a registered program member, if you wish to replace the remaining tires or wheels with current product availability, please discuss your request with your Dick Hannah Service Representative who will be happy to provide you with a competitive price for the additional tires or wheels. DISCLAIMER OF CERTAIN LIABILITIES In accordance with federal law, this service is designated as a Limited Service Item. Your dealer is not a tire manufacturer. No part of the offer of service is intended to be a representation by the dealer that tire failure cannot occur. To the extent permitted by law, the dealer disclaims any liability for incidental and consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitations/ exclusions may not apply to you. This offer does not cover defects which are subject to a recall by the manufacturer or covered under a manufacturer s 22 reimbursement program for tire road hazards. 23

13 ITEMS COVERED WHEN YOU PURCHASE OR LEASE A NEW VEHICLE FROM DICK HANNAH DEALERSHIPS WITH PAINT, FABRIC AND LEATHER/VINYL PRODUCTS APPLIED TO THE VEHICLE ITEMS COVERED WHEN YOU PURCHASE OR LEASE A NEW VEHICLE FROM DICK HANNAH DEALERSHIPS WITH PAINT, FABRIC AND LEATHER/VINYL PRODUCTS APPLIED TO THE VEHICLE FACTORY APPLIED PAINT ON NEW VEHICLES: For the indicated time or mileage period, from the date of verifiable professional application to your new vehicle described on the Owner Information Page, should your vehicle s exterior painted surface be permanently damaged by weather induced oxidation, fading, hard water etching, acid rain, industrial fallout, bird droppings, insects or tree sap, we, at our own discretion, will clean the affected area, to the best of our abilities, utilizing the most advanced products and methods available, and then reapply our products to the affected area, and only the affected area. FACTORY INSTALLED INTERIOR FABRIC ON NEW VEHICLES: For the indicated time or mileage period, from the date of verifiable professional application to your new vehicle described on the Owner Information Page, should the fabric surfaces on the seats, doors or floors (excluding floor and trunk mats) become permanently stained, we, at our own discretion, will clean the affected area, to the best of our abilities, utilizing the most advanced products and methods available and then reapply our products to the affected area, and only the affected area. FACTORY INSTALLED INTERIOR LEATHER/VINYL ON NEW VEHICLES: For the indicated time or mileage period, from the date of verifiable professional application to your new vehicle described on the Owner Information Page, should the interior leather or vinyl surfaces on the seats or the interior trim become permanently stained or faded, we, at our own discretion, will clean the affected area, to the best of our abilities, utilizing the most advanced products and methods available and then reapply our products to the affected area, and only the affected area. SCOPE AND TYPE OF LIMITED PRODUCT WARRANTY This is not an insurance policy. It is a Limited Product Warranty for a term described herein, between the holder of this Limited Product Warranty, hereinafter referred to as you, and the The Northstar Group, Incorporated, hereinafter referred to as we, us, and our. This Limited Product Warranty shall become applicable to you if our Exterior Paint Product, Interior Fabric Product, and/or Interior Leather/Vinyl Product has been properly and professionally applied to the factory applied paint or factory installed interior of your vehicle. Exceptions, Limitations and Exclusions Applicable to New Vehicles This Limited Product Warranty provides service and repairs to you ONLY for the conditions described in the product applicable to your vehicle. If a specific condition exists on your vehicle that is not described in this explanation, it is not covered under the terms of this Limited Product Warranty. This Limited Product Warranty does not apply if any of the following conditions exist: To any part or covered item which has been repaired or replaced by anyone not authorized by us to make the repair. To any item(s) which were not installed as original equipment by the manufacturer. To any item covered under the terms of the vehicle manufacturer s warranty or manufacturer s recall. To normal wear and tear in relationship to age or mileage of the vehicle at the time of your claim, your failure to take reasonable care of the vehicle, or your failure to report damage within a reasonable amount of time (60 days). To damage caused by abuse, vandalism, fire, flood, wind, rust and/or corrosion, hail, stone or sand chipping, abrasion, clearcoat or paint flaking, or paint chipping. To flaws resulting from application of original paint by manufacturer, or defects in the fabric, leather or vinyl materials installed by the manufacturer. To painted surfaces, fabrics, leathers or vinyls which have been damaged, chipped, burned, ripped, or torn due to abuse, vandalism, accident or alteration. To stains or damage caused by acids, bleach, tar, corrosive chemicals, concrete, damage or deterioration of the fabric, leather, or vinyl surfaces due to sun bleaching, or deterioration caused by the effects of age. To any vehicle used for delivery or commercial purposes or any vehicle on which appears signs or advertisement of a business. To any damage caused by your failure to maintain the appearance of the vehicle in accordance with any guidelines issued by the manufacturer. To any conditions present on the vehicle at the time of delivery to you

14 ITEMS COVERED WHEN YOU PURCHASE OR LEASE A USED VEHICLE FROM DICK HANNAH DEALERSHIPS WITH PAINT, FABRIC AND LEATHER/VINYL PRODUCTS APPLIED TO THE VEHICLE ITEMS COVERED WHEN YOU PURCHASE OR LEASE A USED VEHICLE FROM DICK HANNAH DEALERSHIPS WITH PAINT, FABRIC AND LEATHER/VINYL PRODUCTS APPLIED TO THE VEHICLE FACTORY APPLIED PAINT ON USED VEHICLES: For the indicated time or mileage period, from the date of verifiable professional application to your used vehicle described on the Owner Information Page, should your vehicle s exterior painted surface be permanently damaged by weather induced oxidation, fading, loss of gloss, or industrial fallout, we, at our own discretion, will clean the affected area, to the best of our abilities, utilizing the most advanced products and methods available and then reapply our products to the affected area,and only the affected area. FACTORY INSTALLED INTERIOR FABRIC ON USED VEHICLES: For the indicated time or mileage period, from the date of verifiable professional application to your used vehicle described on the Owner Information Page, should the fabric surfaces on the seats or doors become permanently stained, we, at our own discretion, will clean the affected area, to the best of our abilities, utilizing the most advanced products and methods available and then reapply our products to the affected area, and only the affected area. FACTORY INSTALLED INTERIOR LEATHER/VINYL ON USED VEHICLES: For the indicated time or mileage period, from the date of verifiable professional application to your used vehicle described on the Owner Information Page, should the interior leather or vinyl surfaces on the seats or the interior trim become permanently stained, we, at our own discretion, will clean the affected area, to the best of our abilities, utilizing the most advanced products and methods available and then reapply our products to the affected area, and only the affected area. SCOPE AND TYPE OF LIMITED PRODUCT WARRANTY This is not an insurance policy. It is a Limited Product Warranty for a term described herein, between the holder of this Limited Product Warranty, hereinafter referred to as you, and the The Northstar Group, Incorporated, hereinafter referred to as we, us, and our. This Limited Product Warranty shall become applicable to you if our Exterior Paint Product, Interior Fabric Product, and/or Interior Leather/Vinyl Product has been properly and professionally applied to the factory applied paint or factory installed interior of your vehicle. Exceptions, Limitations and Exclusions Applicable to Used Vehicles This Limited Product Warranty provides service to you only for the conditions described. This Limited Product Warranty does not apply if any of the following conditions exist: To any part or covered item which has been repaired or replaced by anyone not authorized by us to make the repair. To any item(s) which were not installed as original equipment by the manufacturer. To any item protected by or covered under the terms of the vehicle manufacturer s warranty or manufacturer s recall. To normal wear and tear in relationship to age or mileage of the vehicle at the time of your claim, your failure to take reasonable care of the vehicle, or your failure to report damage within a reasonable amount of time (60 days). To damage caused by abuse, vandalism, fire, flood, wind, bird droppings, waterspotting, rust and/or corrosion, hail, stone or sand chipping, tree sap, abrasion, hard water etching, clearcoat or paint flaking, or paint chipping. To flaws resulting from application of original paint by manufacturer, or defects in the fabric, leather or vinyl materials installed by the manufacturer. To painted surfaces, fabrics, leathers or vinyls which have been damaged, chipped, burned, ripped, or torn due to abuse, vandalism, accident or To stains or damage caused by acids, dyes, bleach, inks, gum, tar, corrosive chemicals, concrete, damage or deterioration of the fabric, leather, or vinyl surfaces due to sun bleaching, or deterioration caused by the effects of age. To any vehicle used for delivery or commercial purposes or any vehicle on which appears signs or advertisement of a business. To any damage caused by your failure to maintain the appearance of the vehicle in accordance with any guidelines issued by the manufacturer. To any conditions present on the vehicle at the time of delivery to you. To damage or staining to interior carpet, floor or trunk mats. 26 alteration. 27

15 28 USING YOUR OWNER SERVICES AND DISCOUNTS How to utilize the owner services and discounts To use your owner services and discounts, you should always return your vehicle to a Dick Hannah Service Center. Owner Services and Discounts are guaranteed valid only at Dick Hannah Dealerships until termination of the Dick Hannah Loyalty Rewards Program. If you relocate and are unable to return to Dick Hannah for required service and maintenence, Contact the Customer Service Center at 1 (800) for assistance. If you are more than 100 MILES away from a Dick Hannah Dealership and need assistance Contact the Customer Service Center at 1 (800) for instructions. If you have problems using these services Contact the Customer Service Center at 1 (800) for assistance. HOW TO FILE A PRODUCT WARRANTY CLAIM 1. In the event you discover damage to an area which you believe may be covered by this Limited Product Warranty, you should contact us immediately. You can contact us at the telephone number or mailing address we have provided. We reserve the right to inspect any damaged area prior to authorizing any repair. You may be required to bring your vehicle to our service center or a location in your local area for inspection by our representative. If we do not have a repair facility or representative in your area, we reserve the right to request three (3) estimates of repair AND three (3) photographs of the affected area prior to authorizing a repair, when the repair is being performed by a facility with which we do not conduct business on a regular basis and which is not considered an authorized repair facility for us. 2. If requested by us, you may be required to present to us at the address we have provided, this Limited Product Warranty, your Original Warranty Registration, and proof of your vehicle purchase or lease. 3. We may also request a work authorization receipt from the dealership where you purchased the vehicle, to verify professional application of our products. 4. It is your responsibility to pay the selling dealer to attempt to remedy any problem you may have with either the interior or exterior of your vehicle. If the dealer is able to correct the condition by cleaning the area, it is considered normal maintenance and is your responsibility. If the dealer is unable to correct the condition, the cost of the dealers service will be included in any claim presented for permanent staining or damage to any items covered under the terms of this Limited Product Warranty. Should we be unable, in response to a claim by you, covered by this Limited Product Warranty, to remedy any damage to a painted surface, leather surface or a fabric surface, or to exactly match the color of an undamaged surface, we shall nonetheless pay only for the cleaning and applicable remedy of the damaged area. This Limited Product Warranty is expressly in place of all other expressed warranties. No implied warranty of merchantability or fitness for a particular purpose shall exist for a time period longer than the length of this express Limited Product Warranty. This Limited Product Warranty gives you specific legal rights. You may also have other rights which may vary from state to state. Some states do not allow the exclusion or limitation of incidental or consequential damages or do not allow limitation on how long an implied warranty lasts, so certain limitations or exclusions may not apply to you. You are not purchasing insurance from us, nor are we acting as a broker of insurance. This Limited Product Warranty is the entire agreement between you and us and it cannot be modified or changed by anyone other than us. The only individuals who are authorized to bind us or to give you authorization for service under the terms of the Limited Product Warranty may be contacted at: 1 (800) OR BY MAIL TO: P.O. Box 1890, Vancouver, WA Attention: Claims Department 29

16 VEHICLE CARE RECOMMENDATIONS The products applied to your vehicle help guard against damage caused by accidental spills, stains and weather induced conditions. These products do not prevent your vehicle from being scratched, chipped, stained or otherwise damaged by forces with which it may come into contact. As with any expensive equipment, your vehicle requires maintenance and care to assure long and enjoyable use. It is very important to keep your vehicle clean. You should act immediately when you discover your vehicle has been damaged by the elements. As a way of helping you take the very best care of your vehicle, we offer the following suggestions for the continued maintenance of the vehicle s appearance. The vehicle manufacturer may offer additional recommendations and you should always consult your manufacturer s Owner Booklet to be aware of any, if applicable, recommendations they make. Failure to follow these recommendations and additional ones by the manufacturer of your vehicle which is/are the cause of the damage to paint, fabric, leather/vinyl will terminate such coverage. 1. Keep your vehicle clean by washing when needed. If you utilize commercial car wash facilities, we recommend you utilize only car washes which use a touchless system or a system which utilizes cloth brushes. 2. Clean interior surface spills and spots as soon as they are detected. A general all-purpose cleaner is effective on most spills and stains. You should always test a cleaner on a small area first to be certain of the effect it may have on fabrics, leathers, or vinyl surfaces. 3. Carnauba Wax is one of the best waxes available for today s automotive finishes. An application of Carnauba Wax annually will help preserve the finish for many years. 4. Protect your vehicle from the elements if possible. Do not allow bird droppings, bugs, tree sap or industrial pollutants to remain on your vehicle s surface. Damage due to negligence is not covered under the terms of the Limited Product Warranty. Family owned and operated since 1949! One of the largest motorcycle dealers in the northwest! 3 Locations: Vancouver, Longview, Bend Quench your thirst for speed! Dynamometer, Computer tuning, Performance parts and more URETHANE PAINT PROTECTION GLASS REPLACEMENT WINDOW TINTING VEHICLE WRAPS AND GRAPHICS BANNERS AND SIGNAGE AUTO DETAILING ACCESSORIES Garmat Paint Booth Chief Frame Machine Shark Electronic Measuring Lincoln Wire Feed Waterborne Paint CCC and Audatex Estimating 30 31

17 COLLISION CENTERS Now with two convenient locations to better serve you, our Collision Centers features top quality and cutting edge equipment and are the largest auto body repair facilities in Clark County We use 100% waterborne paint to protect the environment We are a preferred shop for the following companies: American Family Insurance State Farm Allstate USAA Safeco Met Life Farmers California Casualty We work with all insurance companies, makes and models and offer on-site rental cars AUTO MALL COLLISION CENTER (360) NE Auto Mall Drive, Vancouver, WA LONGVIEW COLLISION CENTER (360) Industrial Way, Suite 8, Longview, WA WINDOW TINT (360)

18 EXPRESS AUTO PAINT 24-hour Turnaround! CUSTOM VEHICLE WRAPS (360) (360) Starting at $599! 34 35

19 Your horsepower headquarters! Dynamometer, computer tuning, performance parts and more! 1200 NE 95th Street, Vancouver, WA (877) 567-FAST QUENCH YOUR THIRST FOR SPEED PRO CALIBER MOTORSPORTS One of the largest motorsports dealerships in the Northwest! 3 LOCATIONS! Vancouver NE 4th Plain Blvd Vancouver, WA (360) Longview 1020 Industrial Way Longview, WA (360) Bend 3500 N. Highway 97 Bend, OR (541)

20 DICK HANNAH LOYALTY REWARDS CUSTOMER SERVICE CENTER CALL 1(800) PROGRAM CODE: LRP0114