the Loyalty Rewards Ebook

www.dickhannah.com
L O YA LT Y R E WA R D S P R O G R A M
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.
GIFFOR D PINCHOT NATIONAL FOR EST
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
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IT’S SIMPLY A M AT TER 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.
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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.
TABLE OF CONTENT S
DEALERSHIP LOCATIONS....................... 6-7
Dick Hannah’s Service XPress.................. 8
REWARDS PROGRAM............................. 9-13
Rewards Program................................. 9-10
10% Same Day Savings .......................... 10
Service Rental Vehicles......................... 11
Complimentary Hand Car Washes............. 11
FAQ’s............................................... 12-13
Maintenance and Repair Appointments....... 14
SERVICES AND PRODUCT WARRANTIES..... 15
Important Information.......................... 16-17
24-Hour Roadside Assistance................... 18-19
Tire and Wheel Road Hazard Discount........ 20-21
For New Vehicle.................................. 22-23
For Used Vehicle................................. 24-25
Using Your Owners Service and Discounts.... 26
How To File A Claim............................. 27
Vehicle Care Recommendation................. 28
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.
OTHER DICK HANNAH SERVICES.............. 29
Collison Center................................... 30
Window Tinting................................... 31
Express Auto Paint............................... 32
Vehicle & Graphics Wrap........................ 33
Fast Specialities.................................. 34
ProCaliber Motorsports.......................... 35
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Since 1949, we have been growing. Find us now with locations from Longview to Bend.
DICK HANNAH
TOYOTA SCION
PRO CALIBER
MOTORSPORTS
PRO CALIBER
MOTORSPORTS
VANCOUVER
AUTO MALL
2632 Coweeman Park Drive
Kelso, WA 98626
1020 Industrial Way
Longview, WA 98632
10703 NE Fourth Plain Blvd
Vancouver, WA 98662
Northeast Auto Mall Dr
Vancouver, WA 98662
Longview (360) 425-2730
Longview (360) 636-1220
Vancouver (360) 892-3030
Portland (503) 252-4868
www.dickhannah.com
www.procaliber.com
www.procaliber.com
Vancouver (360) 256-5000
DICK SAYS YES
FAST SPECIALITIES
1200 NE 95th Street
Vancouver, WA 98665
1200 NE 95th Street
Vancouver, WA 98665
VOLKSWAGEN
OF PORTLAND
HYUNDAI
OF PORTLAND
ACURA
OF PORTLAND
PRO CALIBER
MOTORSPORTS
Vancouver (360) 574-4424
Vancouver (877) 567-3278
12345 E. Burnside
Portland, OR 97233
12345 E. Burnside
Portland, OR 97233
12030 Southeast Stark
Portland, OR 97216
3500 N HWY 97
Bend, OR 97701
www.dickhannah.com
www.dickhannah.com
Portland (503) 256-3700
Portland (503) 256-3700
Portland (503) 252-2872
Vancouver (541) 647-5151
www.dickhannah.com
www.dickhannah.com
www.dickhannah.com
www.procaliber.com
www.dickhannah.com
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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 H ANNAH LOYALT Y R E WAR DS PROGR A M
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 www.myloyaltyrewards.info/dickhannah
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.
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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.
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DICK H ANNAH LOYALT Y R E WAR DS PROGR A M
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.
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.
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.
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.
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
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.
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DICK H ANNAH LOYALT Y R E WAR DS PROGR A M
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.
2.
3.
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.
Purchase or lease a new vehicle or a qualifying previously
owned vehicle from a Dick Hannah Dealership.
Then, have all manufacturers required service and
preventative maintenance performed at any Dick
Hannah Dealership Service Center.
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!
1. GENERAL:
2. SERVICE REQUIREMENTS:
3. 10% SAME DAY SAVINGS:
4. SERVICE RENTAL VEHICLES:
5. COMPLIMENTARY HAND CAR WASHES:
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.
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.
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.
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.
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.
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.
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DICK H ANNAH LOYALT Y R E WAR DS PROGR A M
Do I have to get all my service performed by the dealership?
Can I use my no charge rental car days for any reason?
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.
If my car breaks down or needs a tow what do I do?
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.
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:
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DICK H ANNAH LOYALT Y R E WAR DS PROGR A M
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.
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 your vehicle is inoperative, contact our Emergency Roadside Service at
1 (800) 848-7827. 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.
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M AINTENANCE AND R EPAIR APPOINTMENT S
CUSTOMER SATISFACTION
ESTIMATES OF REPAIR
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.
CREDIT POLICY
APPOINTMENTS
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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.
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 www.dickhannah.com. 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.
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.
SERVICES AND PRODUCT WARR ANTIES
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.
www.dickhannah.com
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IMPORTANT INFOR M ATION
PL E A SE R E A D C A R EF U L LY
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.
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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.
IMPORTANT INFOR M ATION
PL E A SE R E A D C A R EF U L LY
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.
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.
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.
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.
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).
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.
In some states, certain items may not be permitted and
accordingly, will be marked N/A.
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) 848-7827
Please have your vehicle information available for our
representatives when calling.
The effective date of this information is January 1, 2013
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24-HOUR ROADSIDE A SSISTANCE
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) 848-7827
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.)
THE FOLLOWING ARE COVERED EMERGENCIES:
1.Battery Service
24-HOUR ROADSIDE A SSISTANCE
IMPORTANT NOTICE
EXTREME WEATHER
SERVICE NETWORK
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.
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.
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.
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.
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.
Our representative will assist you with the opening of your passenger doors utilizing
specialized tools. An authorized locksmith will be provided if necessary.
4.Lock-out Assistance
5.Towing
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We will tow your vehicle to the nearest Dick Hannah Dealership — up to 35 miles —
in the event your vehicle is inoperable.
THE FOLLOWING ARE NOT COVERED AS PART OF YOUR EMERGENCY ROADSIDE ASSISTANCE:
• 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
• 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.
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TIR E AND WHEEL ROAD H A Z AR D DISCOUNT
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:
• 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.
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• 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.
TIR E AND WHEEL ROAD H A Z AR D DISCOUNT
TIRE REPAIR GUARANTEE
WHEEL REPLACEMENT 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.
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!
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!
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.
IF YOUR TIRE OR WHEEL NEEDS REPAIR
CUSTOMER NOTIFICATION
DISCLAIMER OF CERTAIN LIABILITIES
If your tire or wheel needs repair due to any of
the hazards indicated, please contact the
Customer Service Center at 1 (800) 848-7827,
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.
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.
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
reimbursement program for tire road hazards.
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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.
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SCOPE AND TYPE OF LIMITED PRODUCT WARRANTY
Exceptions, Limitations and Exclusions Applicable to New Vehicles
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.
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.
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 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.
• 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.
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.
• 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.
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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.
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SCOPE AND TYPE OF LIMITED PRODUCT WARRANTY
Exceptions, Limitations and Exclusions Applicable to Used Vehicles
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.
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.
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 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.
• 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
alteration.
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.
• 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.
27
USING YOUR OWNER
SERVICES AND
DISCOUNT S
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) 848-7827 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) 848-7827 for instructions.
If you have problems using these services
Contact the Customer Service Center at
1 (800) 848-7827 for assistance.
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HOW TO FILE A PRODUCT WARR ANT Y CL AIM
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) 848-7827
OR BY MAIL TO:
P.O. Box 1890, Vancouver, WA. 98668-1890
Attention: Claims Department
29
VEHICLE C AR E R ECOM MENDATIONS
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.”
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
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.
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31
COLLISION
CENTER S
• 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
AUTO MALL COLLISION CENTER
www.dickhannahcollisioncenter.com • (360) 944-3252
3517 NE Auto Mall Drive, Vancouver, WA 98662
LONGVIEW COLLISION CENTER
www.longviewcollisioncenter.com • (360) 334-4208
1020 Industrial Way, Suite 8, Longview, WA 98632
WINDOW TINT
www.dickhannahcollisioncenter.com • (360) 944-3252
• We use 100% waterborne paint to protect the environment
• We are a preferred shop for the following companies:
American Family Insurance
State Farm
Allstate
USAASafecoMet Life
FarmersCalifornia Casualty
• We work with all insurance companies, makes and models
and offer on-site rental cars
32
33
E XPR ESS AUTO PAINT
24-hour Turnaround!
www.dickhannahcollisioncenter.com • (360) 944-3252
CUSTOM VEHICLE WR APS
www.dickhannahcollisioncenter.com • (360) 944-3252
Starting at
$599!
34
35
QUENCH YOUR THIR ST FOR SPEED
PRO C ALIBER MOTOR SPORT S
One of the largest motorsports dealerships in the Northwest!
Your horsepower headquarters!
Dynamometer, computer tuning, performance parts and more!
1200 NE 95th Street, Vancouver, WA 98665
(877) 567-FAST
www.fastspecialties.com
3 LOCATIONS!
Vancouver
10703 NE 4th Plain Blvd
Vancouver, WA 98662
(360) 892-3030
Longview
1020 Industrial Way
Longview, WA 98632
(360) 636-1220
Bend
3500 N. Highway 97
Bend, OR 97701
(541) 647-5151
www.procaliber.com
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DICK HANNAH LOYALT Y REWARDS
CUSTOMER SERVICE CENTER • CALL 1 (800) 848-7827
www.dickhannah.com
PROGRAM CODE: LRP0114