WHAT TO EXPECT WHEN YOU VISIT OUR SERVICE CENTRES
We are pleased to confirm that our service centres are open.
As you may appreciate, visiting our service department will look quite different to your previous service visits, and so we wanted to let you know what you can expect when you visit.
Please note that, we still recommend wearing a mask when you visit us, however it is not mandatory.
We will offer a dedicated appointment time to ensure we provide you the best possible service and care, while ensuring we limit any congestion within the service department to keep you safe. Waiting appointments are available but we ask that, where possible, you attend the business alone.
Wash and Vac
We are committed to our robust sanitisation process both upon arrival and prior to your collection. We have prioritised this dual process over our usual service wash facilities in the best interests of your absolute safety. Therefore, we will not be able to wash your vehicle on this visit, however when things return to normal you can of course book in for your usual courtesy service wash.
During your visit, our team will need to access your vehicle. As normal we ask you to remove any personal belongings, however during these difficult times we please ask that you remove your personal protection, such as gloves / masks as these represent a risk to our colleagues.
We hope that the above video gives you an insight into what you might expect to see in our service centres, however please see some additonal points of note below:
- In the interests of the safety of our customers and colleagues, we are no longer offering collection and delivery services or lifts to an alternative destination. We will have a limited number of waiting appointments available in a safe environment.
- On arrival, you will notice that there are several controls in place to protect the health and safety of everyone on site, and we would ask that these measures are observed and respected.
- We are unable to accept cash payments at this time and would ask for all payments to be made by card. We understand finances might be tight, so we've lowered the threshold for our 0% APR service finance to £200. You can find more information about our Drive Now, Pay Later product here.
- When making your appointment you will be allocated a specific time slot in which to drop off your vehicle, to ensure we can control the number of people on site. We will advise on collection time once work is completed and your vehicle will be fully sanitised before it's returned to you.
In terms of protecting you and your vehicle, we will always ensure that your vehicle is santised before you collect it. We are proud to have selected KleenAir Bio Steri-7 as our sanitisation product, more information about which can be found in the video below.
We have produced the following list of frequently asked questions, which may help you to prepare for your visit. If you have any further questions, please don't hesitate to get in touch with the team via live chat, or social media.
Frequently asked questions:
Why can't I pay with cash when I come for my service appointment?
In order to reduce the risk to both our customers and our colleagues, we have taken the decision not to accept cash. This means that you can pay via debit or credit card, or using our Drive Now, Pay Later facility rather than needing to handle cash.
Can I opt for collection and delivery with my service appointment?
At this time, we are not currently offering collection and delivery. This is to ensure that the number of people moving between vehicles is minimised.
How is my vehicle being sanitised after being in your service centre?
We are committed to ensuring the safety of our customers and colleagues, and will be ensuring that your vehicle is sanitised before you collect it. When working on your car, our colleagues will ensure that all touchpoints are sterilised using our chosen product KleenAir Bio Steri-7. You can find out more about why we have chosen this solution, and the benefits of this product here.
Can I still request a lift to work or home when I drop off my vehicle?
At this time, we are currently unable to offer a lift to an alternative destination when dropping off your vehicle, as this would require two people to be in a vehicle together, and therefore they would be unable to observe social distancing measures.
Will hand sanitiser be available when I visit the service centre?
Hand sanitiser stations will be available for use by our customers as they enter the site.
Are courtesy vehicles available at the moment?
We currently only have a very limited supply of courtesy vehicles, and as such these must be requested at the time of booking, and availability cannot be guaranteed. We are trying to minimise the risk to customers and colleagues by only making these available when absolutely essential.
Is there a safe area for me to wait whilst my vehicle is being serviced?
All of our service centres will have a designated safe waiting area, that will allow customers to wait at least two metres apart from the next customer, and to safely observe social distancing. Please note that the number of waiting appointments at each location is limited in order to ensure that we can control the number of people on site at any one time.
Why have I only been allocated a 15 minute slot in which to drop off my vehicle?
In order to limit the number of people on site at any one time, we request that all customers drop their vehicle at site within an allocated time slot. This will help us to ensure that social distancing measures can be observed safely by all.
How will I receive my invoice for any work completed on my vehicle?
Your invoice and any accompanying documentation will be supplied to you electronically, in order to avoid the need for multiple people to handle your paperwork.
Do I need to remove my personal belongings from my vehicle when I bring it in for a service/MOT?
Yes, to help keep our colleagues safe while they work on your vehicle and to ensure the work is carried out efficiently, please remove all personal belongings before or upon arrival.