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Creative Bus Sales

Sublet Warranty
The Team will process all Sublet Warranty from our Chino, CA, location.

Allocating more resources to track sublet vendors performance, quality
issues, and vehicle downtime.

Transit and Fleet Customers

Fleet and Transit warranty issues are often time-consuming and strain our
local resources. The Team now has two dedicated Fleet and Transit
Warranty Managers responsible for working with our most demanding
customers.

Escalation

Often customers face challenges with the claim and issue escalation. The
Team has been trained to escalate issues as necessary. Depending on
the severity of the problems, the request will be increased to the
Supervisor or Manager, bypassing the standard process and addressing
issues in real-time.

Structure

The department has been restructured to process claims faster and more
accurately. The Warranty Admins will process claims for dedicated
vendors. Allowing each admin to be an expert in one area. The Warranty
Supervisor will submit all warranty claims ensuring the accuracy of the
claim and allowing the Admins to focus on processing claims. All warranty
registrations will be handled by the Team in Chino as well.

Creative Care & Warranty Team

Stephen Boyce - Customer Service & Warranty Manager
Marsha Landeros - Customer Care Manager

Tommy Sosa - Customer Care Supervisor

Transit & Fleet Manager

e Sandro Ramirez - Western Region
e Jamie Greenlaw - Eastern Region

Creative Bus Sales | 688.433.8380 | CreativeBusSales.com
14740 Ramona Ave. Chino, CA 91710

38

Creative Bus Sales

Creative Bus Sales would like to thank you and congratulate you on the purchase of your recent
vehicle. Ve value your trust in our company and we will do our best to meet your expectations.
With over 38 years of listening to our customers’ needs and delivering vehicles within their budget
we are one of the nation’s largest dealerships. VVe have a dedicated nationwide network of Parts,
Service, Warranty, and Customer Care departments in which our primary objective is to ensure
that we continue to meet your expectations!

Below you will find an overview of your Creative Bus Sales support team in the event any issues
or concerns arise.

Creative Care: Our customer care department is here to respond to your inquires or concerns
about your vehicle purchase. Customer care is available to help resolve any issue that may arise
over the serviceable life of your vehicle. Customer care is also your primary resource to assist
you in reaching the correct department or individual that you desire to speak with. To reach our
Creative Care department call 1-844-374-8915 or email creativecare@creativebussales.com

Service Department: Our service department will work diligently to ensure that your vehicles are
maintained to the highest standard. Creative Bus Sales service departments welcomes our
customers vehicles for any maintenance or service-related concerns. Creative Bus Sales has 15
service location located across the United States that are ready to assist you. With an
appointment, our service team will make sure to get your vehicle back on the road as quickly as
possible. To reach our service department call 1-800-326-2877 or email

creativecare@creativebusales.com

Parts Department: Creative Bus Sales stocks a large variety of parts to ensure we have what
you need to keep your vehicles operational. The parts department staff includes experienced
parts sales associates, shipping and receiving associates, inventory specialists, and delivery
drivers where applicable. To reach our parts department, call 1-888-993-5040 or email

parts@creativebussales.com

Warranty: Our warranty department will work for you to address any warranty concems that you
have with your vehicle. Creative Bus Sales warranty department will act as liaison between the
customer and chassis manufacturer to expedite a satisfactory resolution for your concerns. Our
warranty department will ensure that all your warrantable concerns are corrected to the
manufacturer standards. To reach your warranty department please call 1-800-326-2877 or email
warranty@creativebussales com

e Ifthe bus has an issue during the warranty period, please contact our warranty
department at warranty@creativebussales.com so that they can assist. The following
information below will be needed in order to determine warranty coverage.

o VIN
a Mileage
o Pictures of the issue (if applicable)

Creative Bus Sales 888.633.8380 CreativeBusSales.com

39

Creative Bus Sales

e lf you are near a Creative Bus Sales location, we invite you to come and visit us for all
warranty repairs. We do realize that you may not be close to any of our service
locations. If that is that case our warranty team will assist in locating a repair facility that
can complete the needed warranty repairs. After determining where the repairs will be
completed a repair estimate must be provided to the Creative warranty team. No repairs
are authorized to be completed for warranty purposes until the warranty team has
approved the estimate provided.

Below you will find a list of FAQs regarding the warranty process. If there are still questions,
please do not hesitate to reach out to warranty@creativebussales.com and someone will
respond promptly.

¢ How long does it take for someone to respond after | contact
warranty @creativebussales.com?

© Our targeted response time is within 24 hours however, we strive to achieve a
quicker response time when possible.

« Where canl go for Warranty service?

o Depending on the vehicle concern, your Warranty Administrator will discuss with
you the best way to get your bus repaired. Ve invite you to come into any of our
Creative Bus Sales service locations for any repair issues. If you are not close to
one of our facilities, please contact warranty@creativebussales.com and our
team will be happy to assist you in locating a manufacturer authorized warranty
repair facility near your area.

o Ifthe issue you are experiencing is OEM (Ford, Chevy, Dodge, Freightliner,
International) related such as engine, transmission or a check engine light, the
bus must be taken to the appropriate manufacturer dealership in your area.
Creative Bus Sales is not authorized to complete warranty repairs on any OEM
related failure. Your warranty team can also assist in locating an OEM dealership
that can service your vehicle. VWe can always be reached at

warranty@creativebussales.com.

e What procedure dol follow when Warranty repairs are made at my own facility?

o Warranty repairs should not be performed without contacting
warranty@creativebussales.com for prior authorization. Once Creative is
contacted we will acquire authorization from the manufacturer and provide you
with a claim number so you can receive a credit/payment for the warranty repairs
that you performed. Failure to get prior authorization before repairs are
completed may result in claim denial.

Creative Bus Sales 888.633.8380 CreativeBusSales.com

40

Creative Bus Sales

« Howdol get parts for Warranty repairs performed at my own facility?

o Please contact warranty@creativebussales.com and your warranty administrator
will acquire the authorizations needed and arrange for parts to be shipped to your
location at no charge. However, it is imperative that all defective parts be kept
until up to 90 days after repair has been completed or otherwise notified.
Neglecting to do so can result in claim denial.

¢ Does Warranty cover the cost of transporting the bus to and from authorized
Warranty repair centers?

o No, you are responsible for the cost of transporting the bus to and from the
authorized Warranty service center.

¢ Istowing covered under Warranty?

© Ifthe failure is OEM related (engine, transmission, check engine light, etc.) the

tow will be covered under warranty through Ford, Chevy or Dodge roadside.
Again, the tow must be set up through the perspective roadside customer service
line. If you need OEM roadside assistance please reach out to
warranty@creativebussales.com and a warranty administrator can assist.

Ford roadside: 1-800-241-3673

Chevy roadside: 1-888-899-1327

Freightliner: 1-800-367-6372

International: 1-800-336-4500

o Ifthe failure is related to the aftermarket body side of the bus towing is not
covered.

¢ What dol do when! have problems with the bus while under Warranty but cannot
get it in for repairs right away?

o Ifyou have a warranty concern that you are unable to address at the time please
contact warranty@creativebussales.com so we can document the complaint with
the manufacturer.

e How long does it take to receive credit for my Warranty claims?
o We want to expedite the processing of your Warranty claims. We are committed

to crediting you within thirty days after receipt of all the paperwork and failed
parts.

Note: It is extremely important to file your Warranty claim within 30 days of the repair, or
your claim could be subject to disapproval.

Creative Bus Sales 888.633.8380 CreativeBusSales.com

41

Powertrain

10/31/2016

ARBOG)
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GM Chassis Wa

Engine & Power Ti
Tran

Drive

Years

Miles

60,000 or
60,000 or
: or

60,000 or

42

Overview

Kilometers

100,000
100,000
100,000

100,000

Coverage

Parts & Labor

Parts & Labor

Parts & Labor

Parts & Labor

Page 1

Board of Aldermen — 9/12/17 Page 37

“Shall the Board of Aldermen pass the following resolution” and then putting the resolution text into the ballot
and having folks vote yes or no.

MOTION BY CLEMONS TO ADD THE WORDS “SHALL THE BOARD OF ALDERMEN PASS THE
FOLLOWING RESOLUTION” BEFORE THE TEXT OF RESOLUTION R-17-116 AND TO PLACE IT
ON THE BALLOT AT THE NOVEMBER MUNICIPAL ELECTION

ON THE QUESTION

President McCarthy

Before | repeat the motion, I'll ask the city clerk to comment on whether we can get it on the ballot in the time
that we have left.

City Clerk Piecuch

| would have to look at the timeframe. We are drawing the names of the candidates tomorrow and | was
sending the ballot prep out to the printer on Thursday. Without having a schedule and time line in front of me, |
really can’t give that information out right now.

Alderman Clemons

Assuming it passed tonight.

City Clerk Piecuch
Will it require a public hearing?
Alderman Cookson

Just like we did on the Keno.

Attorney Bolton

It certainly doesn’t require a public hearing before you can pass it tonight. We're talking about a non-binding
referendum basically to advise the Board of the voters’ preference. There may or may not be a requirement for
a public hearing prior to the election. If there is, we can let you know that tomorrow and perhaps it can get
scheduled on the same night as another public hearing that is already contemplated.

President McCarthy

The motion is to add the words “Shall the Board of Aldermen Pass the Following Resolution and to place it on
the ballot at the November Municipal Election”

Alderman Clemons

| understand the hesitation of some of my colleagues here this evening. We want to make sure that the 500
signatures that we received tonight, the 200 notarized signatures that we received tonight, the hundreds of
people who are here, the calls are real. So let’s do it. Let’s put it on the ballot and if the people vote yes that
they want this, as we have amended it, with all the different amendments in there, and if they vote yes, all of
you who voted no, can turn around at the end of November and say this is what the constituents wanted and
you can vote with a clear conscience and you don’t have to worry about it. You can sleep at night because the
citizens will know that there’s all these other concerns that the city has and they will be able to say yes, | want
this, or no, | don’t. Nothing more democratic than that so that’s what | propose. Let’s put this theatre on the
ballot and have the people decide.

ARBOG»)
Ee 4

ARBOC Warra Overview - Manufacturer Options

Manufacturer Options Warranty Years Miles Kilometers Coverage Contact

Electrical
247

American Power Unlimited Unlimited Parts & Labor Amencan

18 month 75,000 120,000 Parts Penntex

Electronics
Unlimited Unlimited

Unlimited Unlimited Parts & Labor
Unlimited Unlimited Parts
Unlimited Unlimited

Unlimited Unlimited

Luminator

Luminator Unlimited Unlimited Parts & Labor Luminator
LYTX Drivecam 3 Unlimited Unlimited Parts LYTX
on

Unlimited Unlimited omatics

100,000

Led Electronic Lifetime 100,000 hours ARBOC

Run Box: Unlimited Unlimited ARBOC
Unlimited Unlimited ARBOC

Farebox

InPower
Mito 12,000 19,300
- REI 12,000 19,300
ewmor Unlimited Unlimited

10/31/2016 Page 1

43

ARBOG»)
Ee

ARBOC Warranty Overview - Manufacturer Options
Manufacturer Options Warranty Years Miles Kilometers Coverage Contact
HVAC
Climate Controls

e
SOF or Controls

SOM and SOL Unlimited 8

8

Installation (ACC Climate 12,000

BSI (Engine Mount 12,000 ACC Climate

Pro Air
ProAir

Thermo
Installation (ACC Climate 20,000 ace Climate

BSI (Engine Mount 20,000 ®

Trans rans
Installation (ACC Climate 20,000 ACE Climate

BSI (Engine Mount 20,000 2

15,000 cycles | Parts & Labor

Unlimited Unlimited
Unlimited Unlimited

Power Seat Base Lifetime | Unlimited Unlimited
Freedman

10/31/2016 Page 2

44

ARBOG»)
Ee

ARBOC Warra Overview - Manufacturer Options

Manufacturer Options Warranty Years Miles Kilometers Coverage

Unlimited Unlimited Parts/Labor
Unlimited Unlimited Parts

re
Midwest Bus (BYK Rack

Phoenix Wheel Inserts Unlimited Unlimited

Seifert Transit Unlimited Unlimited

Telma Unlimited Unlimited Parts/Labor
Tenneco Unlimited Unlimited Parts

10/31/2016 Page 3

45

GM Chevy and GMC Vans

AL XL fleet.com

Fleet Ekectrification

IMPROVEMENT

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REDUCTION

Provides a 25% increase in miles driven per gallon*

XL, the leader in connected fleet electrification solutions, gives GM cargo and passenger van fleets a hybrid electric
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hybrid electric vehicles with the same acceleration, better braking, and the original GM warranty intact.

Fleet-Ready”
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factory vehicles, so they're ready to work within your Chevy Express and GMC Savanna 2500/3500
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and warranty remain completely intact, and our hybrid
component warranty is S years / 75,000 miles.

All wheelbase configurations

Big Savings
Gur XLH hybrid system delivers a 25% increase in miles

per gallon” and significantly decreases CO2 emissions.
Drivers spend more time driving and less time refueling

ng eT: wg t= Alale= rane Rehm h A

at the pump. RR vehicle upfit or as a retrofit.

Superior Performance

XLvehicles drive just like conventional vans in your fleet.
Gur customers have driven well over 60 million miles
with XL systems, with a proven track record of 99,9%

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