Process Update

Current State: Issues with the Process:

• We will allow customers who do • Unfair treatment to some

not pay for all their miles up front customers
to cancel any unused miles at the • Increase in complaints related to
end of their lease. process
• Customers who do pay for the • Additional UDAAP concerns
miles, but do not use them all, could arise.
are unable to cancel or get a
refund for the miles that they paid
for.

CONFIDENTIAL 1
Process Update

Future State: Impacts

• Once miles are purchased, you • Update to process Letter

cannot cancel or receive a refund
for any unused miles.
• Per the current process, we
allow customers the
opportunity to purchase miles
up to the date they return the
vehicle.
• Update to Knowledge
Management Document
• Additional word tracks
provided to representatives to
ensure that customers really
do want to purchase additional
mileage.

CONFIDENTIAL 2