Our customer care
We provide the best possible customer care, giving you the best experience possible.
We're not number one, you are
As a business we value every customer we are fortunate enough to have come our way. We want to make the journey and experience you have of us good enough so you tell people about us, in a good way! Looking after customers the right way is essential to build long relationships. We have customers who we first dealt with 20 years ago. Some of them have actually become life-long friends.
We don’t believe in the hard-sell like some companies. We don’t push you to sign on the line at the first opportunity. Choosing a car is a process and it’s a big decision as you are likely to have that same car for 5 years. So we choose to guide you through it calmly and thoughtfully. It’s important to us that you end up with the right vehicle.
Your first contact with us will be through our specially trained team of advisers. We don’t call them salesmen because they do more than that. First of all we listen to you. Listen to what you need. Find out what you need your vehicle for. Understand the needs of your wheelchair passenger. These maybe complex demands which is why choosing a WAV is more involved than a standard car. By listening to you we can build a picture of what sort of vehicle would be required.
We will then arrange a time and date that suits you in order that one of our professional demonstration drivers can come to your house and show you around the vehicle – explain its features and see how well it accommodates your wheelchair passenger. Some companies at this point will push you to order the vehicle offering cash incentives. We don’t do that. We let you have some breathing space.
“Thank you ever so much for all your help and for being so very honest and saving us money, not many people would have done that these days. Have only been out a few times due to our summer weather!! But what a difference with the low floor, all is fantastic. Thank you so much! Regards and thanks.”
Once you have chosen your GM WAV we keep you posted on its journey while its being built and give you an estimated delivery time. When the day has come our team of drivers will deliver your brand new car to your door and spend time with you showing how the key functions work. We’ll explain the lift or ramp to you; show you the restraints and electric reels and run through everything until you’re happy. You may think it would end there. It doesn’t. We go one step further.
A short time after delivery we will arrange a time to visit you for a Familiarisation Check. This is to ensure you are comfortable with how the vehicle works, how to operate the ramp, restraints, the lift and whatever conversion options were fitted.
We will then return 12 months later for our Annual Safety Check. We carry this out every year of your Motability lease to ensure your car meets our stringent safety requirements. If you have any problems between these times our Aftersales Team is on hand 5 days a week to sort out any problems you have with your vehicle.