materials from the underbody with plain water. Clean any areas where mud and debris can collect.
Chevrolet Impala Owner Manual - 2011
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Chemical Paint Spotting Some weather and atmospheric conditions can create a chemical fallout. Airborne pollutants can fall upon and attack painted surfaces on the vehicle. This damage can take two forms: blotchy, ring-shaped discolorations, and small, irregular dark spots etched into the paint surface. Although no defect in the paint job causes this, we will repair, at no charge to the owner, the surfaces of new vehicles damaged by this fallout condition within 12 months or 20 000 km (12,000 miles) of purchase, whichever occurs first.
Vehicle Care
10-85
Interior Care The interior will continue to look its best if it is cleaned often. Dust and dirt can accumulate on the upholstery and cause damage to the carpet, fabric, leather, and plastic surfaces. Stains should be removed quickly as extreme heat could cause them to set rapidly. Lighter colored interiors may require more frequent cleaning. Newspapers and garments that can transfer color to home furnishings can also transfer color to the interior. Remove dust from small buttons and knobs with a small brush with soft bristles.
Dirt packed in close areas of the frame should be loosened before being flushed. Your dealer or an underbody car washing system can do this. Underbody Maintenance Chemicals used for ice and snow removal and dust control can collect on the underbody. If these are not removed, corrosion and rust can develop on the underbody parts such as fuel lines, frame, floor pan, and exhaust system even though they have corrosion protection. At least every spring, flush these materials from the underbody with plain water. Clean any areas where mud and debris can collect. Dirt packed in close areas of the frame should be loosened before being flushed. Your dealer or an underbody car washing system can do this.
Chevrolet Impala Owner Manual - 2011
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10-86
Vehicle Care
Your dealer has products for cleaning the interior. When cleaning the interior, only use cleaners specifically designed for the surfaces that are being cleaned. Permanent damage can result from using cleaners on surfaces for which they were not intended. Apply the cleaner directly to the cleaning cloth to prevent over-spray. Remove any accidental over-spray from other surfaces immediately. Notice: Using abrasive cleaners when cleaning glass surfaces on the vehicle, could scratch the glass and/or cause damage to the rear window defogger. When cleaning the glass on the vehicle, use only a soft cloth and glass cleaner.
Cleaners can contain solvents that can become concentrated in the interior. Before using cleaners, read and adhere to all safety instructions on the label. While cleaning the interior, maintain adequate ventilation by opening the doors and windows. Do not clean the interior using the following cleaners or techniques: . Never use a knife or any other
sharp object to remove a soil from any interior surface.
. Never use a stiff brush. It can cause damage to the interior surfaces.
. Never apply heavy pressure or
rub aggressively with a cleaning cloth. Use of heavy pressure can damage the interior and does not improve the effectiveness of soil removal.
. Use only mild, neutral-pH
soaps. Avoid laundry detergents or dishwashing soaps with degreasers. Using too much soap will leave a residue that leaves streaks and attracts dirt. For liquid cleaners, about 20 drops per 3.78 L (1 gal) of water is a good guide.
. Do not heavily saturate the upholstery while cleaning.
. Cleaners that contain solvents
can damage the interior.
Chevrolet Impala Owner Manual - 2011
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Vehicle Care
10-87
If any of the soil remains, a commercial fabric cleaner or spot lifter may be necessary. Test a small hidden area for colorfastness before using a commercial upholstery cleaner or spot lifter. If the locally cleaned area gives any impression that a ring formation may result, clean the entire surface. A paper towel can be used to blot excess moisture from the fabric or carpet after the cleaning process.
Fabric/Carpet Use a vacuum cleaner with a soft brush attachment to remove dust and loose dirt. A canister vacuum with a beater bar in the nozzle may only be used on floor carpet and carpeted floor mats. For soils, always try to remove them first with plain water or club soda. Before cleaning, gently remove as much of the soil as possible using one of the following techniques:
For liquids: gently blot the remaining soil with a paper towel. Allow the soil to absorb into the paper towel until no more can be removed. For solid dry soils: remove as much as possible and then vacuum.
To clean: 1. Saturate a lint-free, clean white
cloth with water or club soda.
2. Remove excess moisture. 3. Start on the outside edge of the
soil and gently rub toward the center. Continue cleaning, using a clean area of the cloth each time it becomes soiled.
4. Continue to gently rub the
5.
soiled area. If the soil is not completely removed, use a mild soap solution and repeat the cleaning process that was used with plain water.
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10-88
Vehicle Care
Leather/Leatherette Leather, and lighter colored leather in particular, will need more frequent cleaning to prevent the buildup of dust, dirt, and colors transferred from other items so that these do not become permanent stains. To remove dust, a soft cloth dampened with water can be used. If a more thorough cleaning is necessary, a soft cloth dampened with a mild soap solution can be used. Your dealer has a GM approved leather cleaner available that provides superior cleaning performance when used regularly on finished automotive leathers. Allow the leather to dry naturally.
Do not use heat, steam, spot lifters or spot removers, or shoe polish on leather. Many commercial leather cleaners and coatings that are sold to preserve and protect leather may permanently change the appearance and feel of the leather and are not recommended. Do not use silicone or wax-based products, or those containing organic solvents to clean the interior because they can alter the appearance by increasing the gloss in a non-uniform manner.
Instrument Panel, Vinyl and other Plastic Surfaces To remove dust, a soft cloth dampened with water can be used. If a more thorough cleaning is necessary, a clean soft cloth dampened with a mild soap solution can be used to gently remove dust and dirt. Never use spot lifters or removers on plastic surfaces. Many commercial cleaners and coatings that are sold to preserve and protect soft plastic surfaces may permanently change the appearance and feel of the interior and are not recommended. Do not use silicone or wax-based products, or those containing organic solvents to clean the interior because they can alter the appearance by increasing the gloss in a non-uniform manner.
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Some commercial products may increase gloss on the instrument panel. The increase in gloss may cause annoying reflections in the windshield and even make it difficult to see through the windshield under certain conditions. Notice: Air fresheners contain solvents that may cause damage to plastics and painted surfaces. Follow the manufacturer’s instructions when using air fresheners in the vehicle. If air freshener comes in contact with paint or a plastic surface, blot immediately with a soft cloth. Damage caused by using air fresheners would not be covered by the vehicle warranty.
Vehicle Care
10-89
Care of Safety Belts Keep belts clean and dry. { WARNING
Do not bleach or dye safety belts. It may severely weaken them. In a crash, they might not be able to provide adequate protection. Clean safety belts only with mild soap and lukewarm water.
WARNING (Continued)
cause unintended acceleration and/or increased stopping distance which can cause a crash and injury. Make sure the floor mat does not interfere with the accelerator or brake pedal.
Use the following guidelines for proper floor mat usage.
Floor Mats
{ WARNING
If a floor mat is the wrong size or is not properly installed, it can interfere with the accelerator pedal and/or brake pedal. Interference with the pedals can
(Continued)
The original equipment floor mats were designed for your vehicle. If the floor mats need replacing, it is recommended that GM certified floor mats be purchased. Non-GM floor mats may not fit properly and may interfere with the accelerator or brake pedal. Always check that the floor mats do not interfere with the pedals.
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10-90
Vehicle Care
. Use the floor mat with the
correct side up. Do not turn it over.
. Do not place anything on top of
the driver side floor mat.
. Use only a single floor mat on
the driver side.
. Do not place one floor mat on
top of another.
Removing and Replacing the Floor Mat
The driver side floor mat is held in place by one hook-type retainer. 1. Pull up on the rear of the mat to
remove it from the hooks.
2. Reinstall the floor mat by lining
up the openings on the floor mat over the hooks and push it down into position.
3. Make sure the floor mat is
properly secured and verify that it does not interfere with the accelerator or brake pedals.
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Service and Maintenance
General Information
General Information . . . . . . . . . . 11-1
Scheduled Maintenance
Scheduled Maintenance . . . . . 11-2
Recommended Fluids, Lubricants, and Parts
Recommended Fluids and
Lubricants . . . . . . . . . . . . . . . . . . 11-6
Maintenance Replacement
Parts . . . . . . . . . . . . . . . . . . . . . . . 11-8
Maintenance Records
Maintenance Records . . . . . . . . 11-9
Service and Maintenance
11-1
General Information Notice: Maintenance intervals, checks, inspections, recommended fluids, and lubricants are necessary to keep this vehicle in good working condition. Damage caused by failure to follow scheduled maintenance might not be covered by the vehicle warranty. As the vehicle owner, you are responsible for the scheduled maintenance in this section. We recommend having your dealer perform these services. Proper vehicle maintenance helps to keep the vehicle in good working condition, improves fuel economy, and reduces vehicle emissions for better air quality.
Because of all the different ways people use vehicles, maintenance needs vary. The vehicle might need more frequent checks and services. Please read the information under Scheduled Maintenance. To keep the vehicle in good condition, see your dealer. The maintenance schedule is for vehicles that: . Carry passengers and cargo within recommended limits on the Tire and Loading Information label. See Vehicle Load Limits on page 9‑12.
. Are driven on reasonable road
surfaces within legal driving limits.
. Use the recommended fuel. See Recommended Fuel on page 9‑35.
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11-2
Service and Maintenance
{ WARNING
Performing maintenance work can be dangerous. Some jobs can cause serious injury. Perform maintenance work only if you have the required know-how and the proper tools and equipment. If in doubt, see your dealer to have a qualified technician do the work. See Doing Your Own Service Work on page 10‑4.
At your dealer, you can be certain that you will receive the highest level of service available. Your dealer has specially trained service technicians, uses genuine replacement parts, as well as, upâ€toâ€date tools and equipment to ensure fast and accurate diagnostics.
The proper replacement parts, fluids, and lubricants to use are listed in Recommended Fluids and Lubricants on page 11‑6 and Maintenance Replacement Parts on page 11‑8. We recommend the use of genuine parts from your dealer.
Rotation of New Tires To maintain ride, handling, and performance of the vehicle, it is important that the first rotation service for new tires be performed. Tires should be rotated every 12 000 km/7,500 miles. See Tire Rotation on page 10‑56.
Scheduled Maintenance
When the Change Engine Oil Soon Message Displays Change engine oil and filter. See Engine Oil on page 10‑7. An Emission Control Service. When the CHANGE ENGINE OIL SOON message displays, service is required for the vehicle as soon as possible, within the next 1 000 km/600 miles. If driving under the best conditions, the engine oil life system might not indicate the need for vehicle service for more than a year. The engine oil and filter must be changed at least once a year and the oil life system must be reset. Your dealer has trained service technicians who will perform this work and reset the system.
Chevrolet Impala Owner Manual - 2011
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If the engine oil life system is reset accidentally, service the vehicle within 5 000 km/3,000 miles since the last service. Reset the oil life system whenever the oil is changed. See Engine Oil Life System on page 10‑11. Every Engine Oil Change . Change engine oil and
filter. Reset oil life system.
See Engine Oil on page 10‑7
and Engine Oil Life System on
page 10‑11. An Emission Control
Service.
. Engine coolant level check.
See Engine Coolant on page 10‑17.
. Engine cooling system
inspection. Visual inspection of hoses, pipes, fittings, and clamps and replacement, if needed.
. Windshield washer fluid level check. See Washer Fluid on page 10‑25.
Service and Maintenance
11-3
. Windshield wiper blade
. Brake system inspection
inspection for wear, cracking, or contamination and windshield and wiper blade cleaning, if contaminated. See Exterior Care on page 10‑81. Worn or damaged wiper blade replacement. See Wiper Blade Replacement on page 10‑31. Tire inflation pressures check. See Tire Pressure on page 10‑49. Tire wear inspection. See Tire Inspection on page 10‑56.
. Rotate tires if necessary.
See Tire Rotation on page 10‑56. Fluids visual leak check (or every 12 months, whichever occurs first). A leak in any system must be repaired and the fluid level checked. . Engine air cleaner filter
inspection. See Engine Air Cleaner/Filter on page 10‑15.
(or every 12 months, whichever occurs first).
. Steering and suspension
inspection. Visual inspection for damaged, loose, or missing parts or signs of wear.
. Body hinges and latches, key lock cylinders, folding seat hardware, and rear compartment hinges lubrication. See Recommended Fluids and Lubricants on page 11‑6. More frequent lubrication may be required when the vehicle is exposed to a corrosive environment. Applying silicone grease on weatherstrips with a clean cloth makes them last longer, seal better, and not stick or squeak.
. Restraint system component
check. See Safety System Check on page 3‑25.
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11-4
Service and Maintenance
Fuel system inspection for damage or leaks.
. Exhaust system and nearby heat
shields inspection for loose or damaged components.
Additional Required Services
Every 12 000 km/7,500 Miles . Rotate tires. Tires should
be rotated every 12 000 km/ 7,500 miles. See Tire Rotation on page 10‑56.
At Each Fuel Stop . Engine oil level check.
See Engine Oil on page 10‑7.
. Engine coolant level check.
See Engine Coolant on page 10‑17.
. Windshield washer fluid level check. See Washer Fluid on page 10‑25.
Once a Month
Tire inflation pressures check. See Tire Pressure on page 10‑49. Tire wear inspection. See Tire Inspection on page 10‑56.
. Sunroof track and seal inspection, if equipped. See Sunroof on page 2‑18.
Once a Year . See Starter Switch Check on
page 10‑29.
. See Automatic Transmission
Shift Lock Control Function Check on page 10‑30.
. See Ignition Transmission Lock
Check on page 10‑30.
. See Park Brake and P (Park)
Mechanism Check on page 10‑30.
. Accelerator pedal check for
damage, high effort, or binding. Replace if needed. Throttle system inspection for interference, binding or for damaged or missing parts. Replace parts as needed. Replace any components that have high effort or excessive wear. Do not lubricate accelerator or cruise control cables.
. Underbody flushing service. . Hood/Decklid/Liftgate/Liftglass
Support Gas Strut Service: Visually inspect gas strut, if equipped, for signs of wear, cracks, or other damage. Check the hold open ability of the gas strut. Contact your dealer if service is required.
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First Engine Oil Change After Every 40 000 km/25,000 Miles . Passenger compartment
air filter replacement (or every 24 months, whichever occurs first). More frequent replacement may be needed if you drive in areas with heavy traffic, areas with poor air quality, or areas with high dust levels. Replacement may also be needed if you notice reduced air flow, windows fogging up, or odors. Your dealer can help you determine when it is the right time to replace the filter.
First Engine Oil Change After Every 80 000 km/50,000 Miles . Engine air cleaner filter
replacement. See Engine Air Cleaner/Filter on page 10‑15.
. Automatic transmission fluid and filter change (severe service) for vehicles mainly driven in heavy city traffic in hot weather, in hilly or mountainous terrain, when frequently towing a trailer,
Service and Maintenance
11-5
or used for taxi, police, or delivery service. See Automatic Transmission Fluid on page 10‑12.
. Evaporative control system
inspection. Check all fuel and vapor lines and hoses for proper hookâ€up, routing, and condition. Check that the purge valve, if the vehicle has one, works properly. Replace as needed. An Emission Control Service. The U.S. Environmental Protection Agency or the California Air Resources Board has determined that the failure to perform this maintenance item will not nullify the emission warranty or limit recall liability prior to the completion of the vehicle's useful life. We, however, urge that all recommended maintenance services be performed at the indicated intervals and the maintenance be recorded.
First Engine Oil Change After Every 160 000 km/100,000 Miles . Automatic transmission fluid and
filter change (normal service). See Automatic Transmission Fluid on page 10‑12.
. Spark plug replacement and spark plug wires inspection. See Engine Coolant on page 10‑17. An Emission Control Service.
First Engine Oil Change After Every 240 000 km/150,000 Miles . Engine cooling system drain, flush, and refill (or every five years, whichever occurs first). See Engine Coolant on page 10‑17. An Emission Control Service.
. Engine drive belts inspection for fraying, excessive cracks, or obvious damage (or every 10 years, whichever occurs first). Replace, if needed.
Chevrolet Impala Owner Manual - 2011
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11-6
Service and Maintenance
Recommended Fluids, Lubricants, and Parts
Recommended Fluids and Lubricants Fluids and lubricants identified below by name, part number, or specification can be obtained from your dealer.
Usage
Engine Oil
Engine Coolant
Hydraulic Brake System
Windshield Washer
Power Steering System
Fluid/Lubricant
The engine requires engine oil approved to the dexos specification. Oils meeting this specification can be identified with the dexos certification mark. Look for and use only an engine oil that displays the dexos certification mark of the proper viscosity grade. See Engine Oil on page 10‑7. 50/50 mixture of clean, drinkable water and use only DEX-COOL Coolant. See Engine Coolant on page 10‑17. DOT 3 Hydraulic Brake Fluid (GM Part No. 12377967, in Canada 89021320). Optikleen® Washer Solvent. GM Power Steering Fluid (GM Part No. 89021184, in Canada 89021186).
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Service and Maintenance
11-7
Usage
Automatic Transmission
Key Lock Cylinders
Fluid/Lubricant
DEXRON®â€VI Automatic Transmission Fluid. Multi-Purpose Lubricant, Superlube (GM Part No. 12346241, in Canada 10953474).
Hood Latch Assembly, Secondary Latch, Pivots, Spring Anchor, and
Release Pawl
Lubriplate Lubricant Aerosol (GM Part No. 12346293, in Canada 992723) or lubricant meeting requirements of NLGI #2, Category LB or GC-LB.
Hood and Door Hinges
Weatherstrip Conditioning
Multi-Purpose Lubricant, Superlube (GM Part No. 12346241, in Canada 10953474). Weatherstrip Lubricant (GM Part No. 3634770, in Canada 10953518) or Dielectric Silicone Grease (GM Part No. 12345579, in Canada 992887).
Chevrolet Impala Owner Manual - 2011
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11-8
Service and Maintenance
Maintenance Replacement Parts Replacement parts identified below by name, part number, or specification can be obtained from your dealer.
Maintenance Replacement Parts
Part
GM Part Number
ACDelco Part Number
Engine Air Cleaner/Filter Engine Oil Filter
3.5L and 3.9L V6 Flexible Fuel Engines
Passenger Compartment Air Filter Spark Plugs
3.5L and 3.9L V6 Flexible Fuel Engines
Wiper Blades
Driver Side †55.0 cm (21.7 in) Passenger Side †55.0 cm (21.7 in)
10350737
A2962C
19210285
15284938
12591131
15941731
15941732
PF61
CF132
41â€100
—
—
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Service and Maintenance
11-9
Maintenance Records After the scheduled services are performed, record the date, odometer reading, who performed the service, and the type of services performed in the boxes provided. Retain all maintenance receipts.
Date
Odometer Reading
Serviced By
Services Performed
Maintenance Record
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11-10
Service and Maintenance
Date
Odometer Reading
Serviced By
Services Performed
Maintenance Record (cont.)
Chevrolet Impala Owner Manual - 2011
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Date
Odometer Reading
Serviced By
Services Performed
Maintenance Record (cont.)
Service and Maintenance
11-11
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11-12
Service and Maintenance
Date
Odometer Reading
Serviced By
Services Performed
Maintenance Record (cont.)
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Technical Data
Vehicle Identification
Vehicle Identification
Vehicle Identification
Number (VIN) . . . . . . . . . . . . . . 12-1
Service Parts Identification
Label . . . . . . . . . . . . . . . . . . . . . . . 12-1
Vehicle Data
Capacities and
Specifications . . . . . . . . . . . . . . 12-2
Engine Drive Belt Routing . . . 12-3
Vehicle Identification Number (VIN)
This legal identifier is in the front corner of the instrument panel, on the left side of the vehicle. It can be seen through the windshield from outside. The VIN also appears on the Vehicle Certification and Service Parts labels and certificates of title and registration.
Technical Data
12-1
Engine Identification The eighth character in the VIN is the engine code. This code identifies the vehicle's engine, specifications, and replacement parts. See “Engine Specifications†under Capacities and Specifications on page 12‑2 for the vehicle's engine code.
Service Parts Identification Label This label, in the trunk, has the following information: . Vehicle Identification
Number (VIN).
. Model designation. . Paint information. . Production options and special
equipment.
Do not remove this label from the vehicle.
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12-2
Technical Data
Vehicle Data
Capacities and Specifications The following approximate capacities are given in metric and English conversions. See Recommended Fluids and Lubricants on page 11‑6 for more information.
Application
Air Conditioning Refrigerant R134a
Automatic Transmission (Bottom Pan Removal) Cooling System Including Reservoir
3.5L and 3.9L V6 FlexFuel Engines
Engine Oil with Filter
3.5L and 3.9L V6 FlexFuel Engines
Capacities
Metric
English
For the air conditioning system refrigerant charge amount, see the refrigerant label located under the
hood. See your dealer for more information.
7.0 L
10.0 L
7.4 qt
10.6 qt
Fuel Tank Wheel Nut Torque All capacities are approximate. When adding, be sure to fill to the approximate level, as recommended in this manual. Recheck fluid level after filling.
3.8 L 66.2 L 140 Y
4.0 qt 17.5 gal 100 lb ft
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Technical Data
12-3
Engine Specifications
Engine
VIN Code
Transmission
3.5L FlexFuel V6
3.9L FlexFuel V6
Automatic Automatic
Spark Plug Gap 1.01 mm (0.040 in) 1.01 mm (0.040 in)
Engine Drive Belt Routing
3.5L V6 and 3.9L V6 Engines
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12-4
Technical Data
2 NOTES
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Customer Information
Customer Information
Customer Satisfaction
Procedure . . . . . . . . . . . . . . . . . . 13-1
Customer Assistance
Offices . . . . . . . . . . . . . . . . . . . . . 13-3
Customer Assistance for Text
Telephone (TTY) Users . . . . . 13-4
Online Owner Center . . . . . . . . 13-5
GM Mobility Reimbursement
Program . . . . . . . . . . . . . . . . . . . . 13-6
Roadside Assistance
Program . . . . . . . . . . . . . . . . . . . . 13-6
Scheduling Service
Appointments . . . . . . . . . . . . . . 13-8
Courtesy Transportation
Program . . . . . . . . . . . . . . . . . . . . 13-9
Collision Damage Repair . . . 13-10
Service Publications
Ordering Information . . . . . . 13-13
Reporting Safety Defects Reporting Safety Defects to
the United States
Government . . . . . . . . . . . . . . . 13-14
Reporting Safety Defects to
the Canadian
Government . . . . . . . . . . . . . . . 13-15
Reporting Safety Defects to
General Motors . . . . . . . . . . . 13-15
Vehicle Data Recording and Privacy
Vehicle Data Recording and
Privacy . . . . . . . . . . . . . . . . . . . . 13-15
Event Data Recorders . . . . . . 13-16
OnStar® . . . . . . . . . . . . . . . . . . . . 13-17
Radio Frequency
Identification (RFID) . . . . . . . 13-17
Radio Frequency
Statement . . . . . . . . . . . . . . . . . 13-17
Customer Information
13-1
Customer Information
Customer Satisfaction Procedure Your satisfaction and goodwill are important to the dealer and to Chevrolet. Normally, any concerns with the sales transaction or the operation of the vehicle will be resolved by the dealer's sales or service departments. Sometimes, however, despite the best intentions of all concerned, misunderstandings can occur. If your concern has not been resolved to your satisfaction, the following steps should be taken: STEP ONE: Discuss your concern with a member of dealership management. Normally, concerns can be quickly resolved at that level. If the matter has already been reviewed with the sales, service, or parts manager, contact the owner of the dealership or the general manager.
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13-2
Customer Information
If after contacting a
STEP TWO: member of dealership management, it appears your concern cannot be resolved by the dealership without further help, in the U.S., call the Chevrolet Customer Assistance Center at 1-800-222-1020. In Canada, call General Motors of Canada Customer Communication Centre at 1-800-263-3777 (English), or 1-800-263-7854 (French). We encourage you to call the toll-free number in order to give your inquiry prompt attention. Have the following information available to give the Customer Assistance representative: . Vehicle Identification
Number (VIN). This is available from the vehicle registration or title, or the plate at the top left of the instrument panel and visible through the windshield. . Dealership name and location. . Vehicle delivery date and
present mileage.
When contacting Chevrolet, remember that your concern will likely be resolved at a dealer's facility. That is why we suggest following Step One first. STEP THREE — U.S. Owners: Both General Motors and the dealer are committed to making sure you are completely satisfied with the new vehicle. However, if you continue to remain unsatisfied after following the procedure outlined in Steps One and Two, you can file with the Better Business Bureau (BBB) Auto Line® Program to enforce your rights. The BBB Auto Line Program is an out-of-court program administered by the Council of Better Business Bureaus to settle automotive disputes regarding vehicle repairs or the interpretation of the New Vehicle Limited Warranty. Although you may be required to resort to this informal dispute resolution program prior to filing a court action, use of the program is free of charge and your
case will generally be heard within
40 days. If you do not agree with
the decision given in your case,
you may reject it and proceed with
any other venue for relief available
to you.
You may contact the BBB Auto
Line Program using the toll-free
telephone number or write them
at the following address:
BBB Auto Line Program
Council of Better Business
Bureaus, Inc.
4200 Wilson Boulevard
Suite 800
Arlington, VA 22203-1838
Telephone: 1-800-955-5100
www.dr.bbb.org/goauto
This program is available in
all 50 states and the District of
Columbia. Eligibility is limited by
vehicle age, mileage, and other
factors. General Motors reserves
the right to change eligibility
limitations and/or discontinue
its participation in this program.
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Customer Information
13-3
For further information concerning
eligibility in the Canadian Motor
Vehicle Arbitration Plan (CAMVAP),
call toll-free 1-800-207-0685,
or call the General Motors
Customer Communication
Centre, 1-800-263-3777 (English),
1-800-263-7854 (French),
or write to:
The Mediation/Arbitration Program
c/o Customer Communication
Centre
General Motors of Canada Limited
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
The inquiry should be accompanied
by the Vehicle Identification
Number (VIN).
Customer Assistance
Offices
Chevrolet encourages customers
to call the toll-free number for
assistance. However, if a customer
wishes to write or e-mail Chevrolet,
the letter should be addressed to:
United States
Chevrolet Motor Division
Chevrolet Customer Assistance
Center
P.O. Box 33170
Detroit, MI 48232-5170
www.Chevrolet.com
1-800-222-1020
1-800-833-2438 (For Text
Telephone Devices (TTYs))
Roadside Assistance:
1-800-243-8872
STEP THREE — Canadian Owners: In the event that you do not feel your concerns have been addressed after following the procedure outlined in Steps One and Two, General Motors of Canada Limited wants you to be aware of its participation in a no-charge Mediation/Arbitration Program. General Motors of Canada Limited has committed to binding arbitration of owner disputes involving factory-related vehicle service claims. The program provides for the review of the facts involved by an impartial third party arbiter, and may include an informal hearing before the arbiter. The program is designed so that the entire dispute settlement process, from the time you file your complaint to the final decision, should be completed in about 70 days. We believe our impartial program offers advantages over courts in most jurisdictions because it is informal, quick, and free of charge.
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13-4
Customer Information
From Puerto Rico:
1-800-496-9992 (English)
1-800-496-9993 (Spanish)
From U.S. Virgin Islands:
1-800-496-9994
Canada
General Motors of Canada Limited
Customer Communication Centre,
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
www.gm.ca
1-800-263-3777 (English)
1-800-263-7854 (French)
1-800-263-3830 (For Text
Telephone devices (TTYs))
Roadside Assistance:
1-800-268-6800
Overseas
Please contact the local
General Motors Business Unit.
Mexico, Central America, and
Caribbean Islands/Countries
(Except Puerto Rico and
U.S. Virgin Islands)
General Motors de Mexico,
S. de R.L. de C.V.
Customer Assistance Center
Av. Ejercito Nacional #843
Col. Granada
C.P. 11520, Mexico, D.F.
01-800-466-0800
Long Distance: 011-52-53 29 0800
Customer Assistance for Text Telephone (TTY) Users To assist customers who are deaf, hard of hearing, or speech-impaired and who use Text Telephones (TTYs), Chevrolet has TTY equipment available at its Customer Assistance Center. Any TTY user in the U.S. can communicate with Chevrolet by dialing: 1-800-833-2438. TTY users in Canada can dial 1-800-263-3830.
Chevrolet Impala Owner Manual - 2011
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Online Owner Center
Chevrolet Owner Center (U.S.) www.chevyownercenter.com Information and services customized for your specific vehicle — all in one convenient place. . Digital owner manual, warranty
information, and more.
. Storage for online service and
maintenance records.
. Chevrolet dealer locator for
service nationwide.
. Exclusive privileges and offers. . Recall notices for your specific
vehicle.
. OnStar and GM Cardmember Services Earnings summaries.
Other Helpful Links Chevrolet — www.chevrolet.com Chevrolet Merchandise — www.chevymall.com Help Center — www.chevrolet.com/ pages/mds/helpcenter/faq.do
FAQ
. Contact Us My GM Canada www.gm.ca My GM Canada is a password-protected section of www.gm.ca where you can save information on GM vehicles, get personalized offers, and use handy tools and forms with greater ease.
Customer Information
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Here are a few of the valuable tools and services you will have access to: . My Showroom: Find and save
information on vehicles and current offers in your area.
. My Dealers: Save details such as address and phone number for each of your preferred GM dealers.
. My Driveway: Access quick
links to parts and service estimates, check trade-in values, or schedule a service appointment by adding the vehicles you own to your driveway profile.
. My Preferences: Manage your profile and use tools and forms with greater ease.
To sign up, visit the My GM.ca section within www.gm.ca.
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Customer Information
GM Mobility Reimbursement Program
This program is available to qualified applicants for cost reimbursement of eligible aftermarket adaptive equipment required for the vehicle, such as hand controls or a wheelchair/ scooter lift for the vehicle. For more information on the limited offer, visit www.gmmobility.com or call the GM Mobility Assistance Center at 1-800-323-9935. Text Telephone (TTY) users, call 1-800-833-9935.
General Motors of Canada also has a Mobility Program. Call 1-800-GM-DRIVE (463-7483) for details. TTY users call 1-800-263-3830.
Roadside Assistance Program For U.S.â€purchased vehicles, call 1â€800â€243â€8872; (Text Telephone (TTY): 1â€888â€889â€2438). For Canadianâ€purchased vehicles, call 1-800-268-6800. Service is available 24 hours a day, 365 days a year.
Calling for Assistance When calling Roadside Assistance, have the following information ready: . Your name, home address, and
home telephone number. Telephone number of your location. Location of the vehicle.
. Model, year, color, and license
plate number of the vehicle. . Odometer reading, Vehicle Identification Number (VIN), and delivery date of the vehicle.
. Description of the problem.
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Coverage Services are provided up to 5 years/160 000 km (100,000 mi), whichever comes first. In the U.S., anyone driving the vehicle is covered. In Canada, a person driving the vehicle without permission from the owner is not covered. Roadside Assistance is not a part of the New Vehicle Limited Warranty. Chevrolet and General Motors of Canada Limited reserve the right to make any changes or discontinue the Roadside Assistance program at any time without notification. Chevrolet and General Motors of Canada Limited reserve the right to limit services or payment to an owner or driver if they decide the claims are made too often, or the same type of claim is made many times.
Services Provided . Emergency Fuel Delivery:
Delivery of enough fuel for the vehicle to get to the nearest service station. Lockâ€Out Service: Service to unlock the vehicle if you are locked out. A remote unlock may be available if you have OnStar. For security reasons, the driver must present identification before this service is given.
. Emergency Tow from a Public
Road or Highway: Tow to the nearest Chevrolet dealer for warranty service, or if the vehicle was in a crash and cannot be driven. Assistance is also given when the vehicle is stuck in the sand, mud, or snow.
Flat Tire Change: Service to change a flat tire with the spare tire. The spare tire, if equipped, must be in good condition and properly inflated. It is the owner's responsibility for the repair or replacement of the tire if it is not covered by the warranty.
. Battery Jump Start: Service to
jump start a dead battery. Services Not Included in Roadside Assistance
Impound towing caused by violation of any laws. Legal fines.
. Mounting, dismounting,
or changing of snow tires, chains, or other traction devices. Towing or services for vehicles driven on a non-public road or highway.
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Customer Information
Services Specific to Canadian-Purchased Vehicles Fuel Delivery: Reimbursement is approximately $5 Canadian. Diesel fuel delivery may be restricted. Propane and other fuels are not provided through this service. Lock-Out Service: Vehicle registration is required. Trip Routing Service: Detailed maps of North America are provided when requested either with the most direct route or the most scenic route. There is a limit of six requests per year. Additional travel information is also available. Allow three weeks for delivery.
Trip Interruption Benefits and Assistance: Must be over 250 kilometers from where your trip was started to qualify. General Motors of Canada Limited requires pre-authorization, original detailed receipts, and a copy of the repair orders. Once authorization has been received, the Roadside Assistance advisor will help to make arrangements and explain how to receive payment.
. Alternative Service: If
assistance cannot be provided right away, the Roadside Assistance advisor may give permission to get local emergency road service. You will receive payment, up to $100, after sending the original receipt to Roadside Assistance. Mechanical failures may be covered, however any cost for parts and labor for repairs not covered by the warranty are the owner responsibility.
Scheduling Service Appointments When the vehicle requires warranty service, contact the dealer and request an appointment. By scheduling a service appointment and advising the service consultant of your transportation needs, the dealer can help minimize your inconvenience. If the vehicle cannot be scheduled into the service department immediately, keep driving it until it can be scheduled for service, unless, of course, the problem is safety related. If it is, please call the dealership, let them know this, and ask for instructions. If the dealer requests you to bring the vehicle for service, you are urged to do so as early in the work day as possible to allow for the same-day repair.
Chevrolet Impala Owner Manual - 2011
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Transportation Options Warranty service can generally be completed while you wait. However, if you are unable to wait, GM helps to minimize inconvenience by providing several transportation options. Depending on the circumstances, the dealer can offer one of the following:
Shuttle Service Shuttle service is the preferred means of offering Courtesy Transportation. Dealers may provide shuttle service to get you to your destination with minimal interruption of your daily schedule. This includes oneâ€way or roundâ€trip shuttle service within reasonable time and distance parameters of the dealer's area.
Public Transportation or Fuel Reimbursement If the vehicle requires overnight warranty repairs, and public transportation is used instead of the dealer's shuttle service, the expense must be supported by original receipts and can only be up to the maximum amount allowed by GM for shuttle service. In addition, for U.S. customers, should you arrange transportation through a friend or relative, limited reimbursement for reasonable fuel expenses may be available. Claim amounts should reflect actual costs and be supported by original receipts. See the dealer for information regarding the allowance amounts for reimbursement of fuel or other transportation costs.
Courtesy Transportation Program To enhance your ownership experience, we and our participating dealers are proud to offer Courtesy Transportation, a customer support program for vehicles with the Bumper-to-Bumper (Base Warranty Coverage period in Canada), extended powertrain, and/or hybridâ€specific warranties in both the U.S. and Canada. Several Courtesy Transportation options are available to assist in reducing inconvenience when warranty repairs are required. Courtesy Transportation is not a part of the New Vehicle Limited Warranty. A separate booklet entitled “Warranty and Owner Assistance Information†furnished with each new vehicle provides detailed warranty coverage information.
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Customer Information
Courtesy Rental Vehicle The dealer may arrange to provide you with a courtesy rental vehicle or reimburse you for a rental vehicle that you obtain if the vehicle is kept for an overnight warranty repair. Rental reimbursement will be limited and must be supported by original receipts. This requires that you sign and complete a rental agreement and meet state/provincial, local, and rental vehicle provider requirements. Requirements vary and may include minimum age requirements, insurance coverage, credit card, etc. You are responsible for fuel usage charges and may also be responsible for taxes, levies, usage fees, excessive mileage, or rental usage beyond the completion of the repair. It may not be possible to provide a like vehicle as a courtesy rental.
Additional Program Information All program options, such as shuttle service, may not be available at every dealer. Please contact the dealer for specific information about availability. All Courtesy Transportation arrangements will be administered by appropriate dealer personnel. General Motors reserves the right to unilaterally modify, change, or discontinue Courtesy Transportation at any time and to resolve all questions of claim eligibility pursuant to the terms and conditions described herein at its sole discretion.
Collision Damage Repair If the vehicle is involved in a collision and it is damaged, have the damage repaired by a qualified technician using the proper equipment and quality replacement parts. Poorly performed collision repairs diminish the vehicle resale value, and safety performance can be compromised in subsequent collisions. Collision Parts Genuine GM Collision parts are new parts made with the same materials and construction methods as the parts with which the vehicle was originally built. Genuine GM Collision parts are the best choice to ensure that the vehicle's designed appearance, durability, and safety are preserved. The use of Genuine GM parts can help maintain the GM New Vehicle Limited Warranty.
Chevrolet Impala Owner Manual - 2011
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Recycled original equipment parts may also be used for repair. These parts are typically removed from vehicles that were total losses in prior crashes. In most cases, the parts being recycled are from undamaged sections of the vehicle. A recycled original equipment GM part may be an acceptable choice to maintain the vehicle's originally designed appearance and safety performance; however, the history of these parts is not known. Such parts are not covered by the GM New Vehicle Limited Warranty, and any related failures are not covered by that warranty.
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Insuring The Vehicle Protect your investment in the GM vehicle with comprehensive and collision insurance coverage. There are significant differences in the quality of coverage afforded by various insurance policy terms. Many insurance policies provide reduced protection to the GM vehicle by limiting compensation for damage repairs by using aftermarket collision parts. Some insurance companies will not specify aftermarket collision parts. When purchasing insurance, we recommend that you ensure that the vehicle will be repaired with GM original equipment collision parts. If such insurance coverage is not available from your current insurance carrier, consider switching to another insurance carrier.
Aftermarket collision parts are also available. These are made by companies other than GM and may not have been tested for the vehicle. As a result, these parts may fit poorly, exhibit premature durability/corrosion problems, and may not perform properly in subsequent collisions. Aftermarket parts are not covered by the GM New Vehicle Limited Warranty, and any vehicle failure related to such parts is not covered by that warranty. Repair Facility GM also recommends that you choose a collision repair facility that meets your needs before you ever need collision repairs. The dealer may have a collision repair center with GM-trained technicians and stateâ€ofâ€theâ€art equipment, or be able to recommend a collision repair center that has GM-trained technicians and comparable equipment.
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Customer Information
If the vehicle is leased, the leasing company may require you to have insurance that ensures repairs with Genuine GM Original Equipment Manufacturer (OEM) parts or Genuine Manufacturer replacement parts. Read the lease carefully, as you may be charged at the end of the lease for poor quality repairs. If a Crash Occurs If there has been an injury, call emergency services for help. Do not leave the scene of a crash until all matters have been taken care of. Move the vehicle only if its position puts you in danger, or you are instructed to move it by a police officer. Give only the necessary information to police and other parties involved in the crash. For emergency towing see Roadside Assistance Program on page 13‑6.
Gather the following information: . Driver name, address, and
telephone number.
. Driver license number. . Owner name, address, and
telephone number.
. Vehicle license plate number. . Vehicle make, model, and
model year.
. Vehicle Identification
Number (VIN). Insurance company and policy number.
. General description of the
damage to the other vehicle. Choose a reputable repair facility that uses quality replacement parts. See “Collision Parts†earlier in this section. If the airbag has inflated, see What Will You See After an Airbag Inflates? on page 3‑32.
Managing the Vehicle Damage Repair Process In the event that the vehicle requires damage repairs, GM recommends that you take an active role in its repair. If you have a pre-determined repair facility of choice, take the vehicle there, or have it towed there. Specify to the facility that any required replacement collision parts be original equipment parts, either new Genuine GM parts or recycled original GM parts. Remember, recycled parts will not be covered by the GM vehicle warranty. Insurance pays the bill for the repair, but you must live with the repair. Depending on your policy limits, your insurance company may initially value the repair using aftermarket parts. Discuss this with the repair professional, and insist on Genuine GM parts.
Chevrolet Impala Owner Manual - 2011
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Remember, if the vehicle is leased, you may be obligated to have the vehicle repaired with Genuine GM parts, even if your insurance coverage does not pay the full cost. If another party's insurance company is paying for the repairs, you are not obligated to accept a repair valuation based on that insurance company's collision policy repair limits, as you have no contractual limits with that company. In such cases, you can have control of the repair and parts choices as long as the cost stays within reasonable limits.
Service Publications Ordering Information
Service Manuals Service Manuals have the diagnosis and repair information on the engines, transmission, axle, suspension, brakes, electrical, steering, body, etc. Service Bulletins Service Bulletins give additional technical service information needed to knowledgeably service General Motors cars and trucks. Each bulletin contains instructions to assist in the diagnosis and service of the vehicle.
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Owner Information Owner publications are written specifically for owners and intended to provide basic operational information about the vehicle. The Owner Manual includes the Maintenance Schedule for all models. In-Portfolio: Includes a Portfolio, Owner Manual, and Warranty Booklet. RETAIL SELL PRICE: $35.00 (U.S.) plus handling and shipping fees. Without Portfolio: Owner Manual only. RETAIL SELL PRICE: $25.00 (U.S.) plus handling and shipping fees.
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Customer Information
Current and Past Models Technical Service Bulletins and Manuals are available for current and past model GM vehicles.
ORDER TOLL FREE:
1-800-551-4123 Monday - Friday
8:00 AM - 6:00 PM Eastern Time
For Credit Card Orders Only
(VISA-MasterCard-Discover), visit
Helm, Inc. at: www.helminc.com.
Or write to:
Helm, Incorporated
P.O. Box 07130
Detroit, MI 48207
Prices are subject to change
without notice and without incurring
obligation. Allow ample time for
delivery.
All listed prices are quoted in
U.S. funds. Make checks payable
in U.S. funds.
Reporting Safety Defects
Reporting Safety Defects to the United States Government If you believe that your vehicle has a defect which could cause a crash or could cause injury or death, you should immediately inform the National Highway Traffic Safety Administration (NHTSA) in addition to notifying General Motors. If NHTSA receives similar complaints, it may open an investigation, and if it finds that a safety defect exists in a group of vehicles, it may order a recall and remedy campaign.
However, NHTSA cannot
become involved in individual
problems between you, your
dealer, or General Motors.
To contact NHTSA, you may
call the Vehicle Safety Hotline
toll-free at 1-888-327-4236
(TTY: 1-800-424-9153); go
to http://www.safercar.gov;
or write to:
Administrator, NHTSA
1200 New Jersey Avenue, S.E.
Washington, D.C. 20590
You can also obtain other
information about motor
vehicle safety from
http://www.safercar.gov.
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Reporting Safety Defects
to the Canadian
Government
If you live in Canada, and you
believe that the vehicle has a
safety defect, notify Transport
Canada immediately, and notify
General Motors of Canada Limited.
Call them at 1-800-333-0510 or
write to:
Transport Canada
Road Safety Branch
2780 Sheffield Road
Ottawa, Ontario K1B 3V9
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Reporting Safety Defects
to General Motors
In addition to notifying NHTSA
(or Transport Canada) in a situation
like this, notify General Motors.
Call 1-800-222-1020, or write:
Chevrolet Motor Division
Chevrolet Customer Assistance
Center
P.O. Box 33170
Detroit, MI 48232-5170
In Canada, call 1-800-263-3777
(English) or 1-800-263-7854
(French), or write:
General Motors of Canada Limited
Customer Communication Centre,
Mail Code: CA1-163-005
1908 Colonel Sam Drive
Oshawa, Ontario L1H 8P7
Vehicle Data Recording and Privacy This GM vehicle has a number of sophisticated computers that record information about the vehicle’s performance and how it is driven. For example, the vehicle uses computer modules to monitor and control engine and transmission performance, to monitor the conditions for airbag deployment and deploy airbags in a crash, and, if so equipped, to provide antilock braking to help the driver control the vehicle. These modules may store data to help the dealer technician service the vehicle. Some modules may also store data about how you operate the vehicle, such as rate of fuel consumption or average speed. These modules may also retain the owner’s personal preferences, such as radio pre-sets, seat positions, and temperature settings.
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Customer Information
Event Data Recorders This vehicle has an Event Data Recorder (EDR). The main purpose of an EDR is to record, in certain crash or near crash-like situations, such as an airbag deployment or hitting a road obstacle, data that will assist in understanding how a vehicle's systems performed. The EDR is designed to record data related to vehicle dynamics and safety systems for a short period of time, typically 30 seconds or less. The EDR in this vehicle is designed to record such data as: . How various systems in the
vehicle were operating.
. Whether or not the driver and
passenger safety belts were buckled/fastened.
. How far, if at all, the driver was pressing the accelerator and/or brake pedal.
. How fast the vehicle was
traveling.
This data can help provide a better understanding of the circumstances in which crashes and injuries occur. Important: EDR data is recorded by the vehicle only if a non-trivial crash situation occurs; no data is recorded by the EDR under normal driving conditions and no personal data (e.g., name, gender, age, and crash location) is recorded. However, other parties, such as law enforcement, could combine the EDR data with the type of personally identifying data routinely acquired during a crash investigation. To read data recorded by an EDR, special equipment is required, and access to the vehicle or the EDR is needed. In addition to the vehicle