DATE: May 31, 2002

TO: Dealers, General Managers, F&I, Service Managers

FROM: Mark S. Krejci

RE: Certified Maintenance Program: Performance Administration Corp.

I would like to briefly recap how your dealerships Certified Maintenance customer coupon books are processed and delivered. Performance Administration Corporation's (P.A.C.) has a very regimented procedure in place on the administration of the Certified Maintenance Program.

All Certified Maintenance contracts that are received in P.A.C.'s office are time and date stamped. Their policy is that all contracts are processed and customized booklets are mailed within two business days of their receipt. P.A.C. records every customer's booklet and has receipts that the books were mailed. All books are shipped First Class. P.A.C. also knows if the maintenance booklet was not delivered, as there is a return address on the mailer.

To alleviate the concern of the customer receiving the booklet in a timely manner, please be aware that the most important aspect is that remittances are done weekly to P.A.C., as opposed to once a month. i.e. if done once a month, 45 days could lag from when the customer was originally delivered his/her vehicle to receipt of the maintenance book.

In addition, it is important for the Business Manager to make sure they show the customer what their coupon book and envelope is going to look like, so that it is not inadvertently thrown out as "junk mail".

Should you have any further questions, please give me a call. Thank you for the opportunity of allowing Continental-National and Performance Administration to serve you on the Certified Maintenance Program.

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