COVID-19 UPDATE

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Agnew Group FAQs

 

At the Agnew Group, safeguarding our customers and colleagues is always our number one priority.  The COVID-19 situation is evolving, and we are aiming to keep you informed throughout this process.  You will find below a series of frequently asked questions that we hope will give you the answers to any queries you may have and provide you with some reassurance on the steps that we are taking.

We will update this page as information changes. 

New Servicing Opening Hours

Monday 8:30am-5:30pm
Tuesday 8:30am-5:30pm
Wednesday 8:30am-5:30pm
Thursday 8:30am-5:30pm
Friday 8:30am-5:30pm
Saturday CLOSED
Sunday CLOSED

 

Our dealerships Sales Departments will re-open from Monday 8th June by appointment only to maintain social distancing protocols.  Should our Opening Hours change we will amend the hours here and on our website as soon as possible.

In the meantime, our Sales Teams are working remotely and can be contacted in the normal way and can be contacted by using the enquiry forms on www.agnewcars.com or by Telephone.


Sales FAQs

We are prepared for the re-opening of our sales departments on Monday 8th June.  In preparation for this we have changed many of our procedures to keep our customers and colleagues safe.  Please read more about these details HERE 

In the meantime our Sales Teams are contactable and working remotely.  We have also introduced a reserve online feature on our website.  Find out more HERE

If you are interested in buying a car and need to discuss it further, please use the enquiry forms on agnewcars.com as normal, contact us via phone, or use our stayhome e-mail addresses below:

Franchise Email Address
BMW stayhome.BMW@agnews.co.uk
MINI stayhome.MINI@agnews.co.uk
Volkswagen stayhome.Volkswagen@agnews.co.uk
Mercedes stayhome.Mercedes@agnews.co.uk
SEAT & Agnew Autoexchange stayhome.SEAT@agnews.co.uk
Porsche stayhome.Porsche@agnews.co.uk
Audi stayhome.Audi@agnews.co.uk
smart stayhome.smart@agnews.co.uk
Volvo stayhome.Volvo@agnews.co.uk
Leasing stayhome.Leasing@agnews.co.uk
Autostore stayhome.Autostore@agnews.co.uk

 

As soon as the current government guidance is relaxed for our showrooms, we are planning a phased return to work to maintain the safety of our colleagues and customers. We will contact customers in chronological order that were expecting to take delivery of a car from the beginning of the lockdown, and progress by prioritising vehicle orders due in the coming months. We will then arrange the appointment for your handover at the earliest possible opportunity. 

It is anticipated that some orders may be affected by reduced production from global factory closures. This will be dependent on the original lead-time of your chosen model, but where possible we will work with the manufacturer to ensure minimal disruption or be prompt with alternative solutions for you.

As it will be a phased return to work, we would kindly ask for your patience and understanding whilst our teams actively contact all affected customers.

We anticipate that our showrooms will experience a higher level of enquiry, so it will be beneficial to make an appointment in advance allowing us to meet your requirements. The preference of an appointment will allow us to control social distancing, ensuring your safety at all times, yet providing you with an attentive and enjoyable experience.

Please contact the relevant dealership by phone or use the Contact Us section of the Agnewcars.com website. In advance, we can assist with initial information helping you to select the right car for your needs.

Yes, however, to ensure the safety of customers and colleagues for the foreseeable future, we will be offering unaccompanied test drives only. Test drives will follow a pre-approved route and last for a maximum of 15 minutes. To enhance your knowledge and enjoyment of the vehicle, prior to your appointment, a member of staff can send a comprehensive, personalised video of the vehicle, explaining key features and controls.

*T&C’s apply, please refer to the dealership for further details.

You should bring both the plastic and paper part of your valid driving licence.

Yes. Prior to physically re-opening we currently have a remote sales team available who will be happy to assist and can provide you with an indicative valuation of your vehicle. If you have the following information to hand it will ensure the indicative valuation you receive is as accurate as possible:

  • Current mileage
  • Date of registration
  • Number of owners
  • Service history

You can also provide supporting photographs of the vehicle to assist with the valuation process. Our sales teams will assist you in this regard.

Please note that any remote valuation is subject to a final, physical inspection of the vehicle, once we re-open.

Yes, our cars go through a thorough preparation process before we handover, within our normal sales process, and in addition to this we will do additional sanitising of your vehicle.   This will cover all touch points - driver’s seat / steering wheel / gear selector / door handles and boot handle.

This process will take place when our driver gets out of vehicle before you take delivery.

Yes – if it is logistically possible, we can arrange your new car to be delivered. There will be a charge associated with this which will be relative to the distance and number of people required to fulfil this arrangement. 

Despite a significant increase in online enquiries, we aim to respond to all Sales enquiries within 1 hour during showroom opening hours, and the next working day outside our opening hours.  Please check our opening hours HERE

To help us make your visit as efficient as possible time during your showroom appointment, we may ask you a few more questions than we would have previously. These could include;

  1. Name
  2. Address & Postcode
  3. Contact details (email & telephone)
  4. Model of interest (new or used) 
  5. Part Exchange details
  6. Budget (Total or Monthly)
  7. Timescale for purchase

The Agnew Group values the privacy of individuals and takes the security of your data seriously. We recognise you have rights under the Data Protection Act 2018 / GDPR 2016/679 to how your personal data is processed.*

Whilst our showrooms are now open for business, to avoid disappointment and extended waiting times we would advise making an appointment so that we can dedicate time to finding your perfect car. The welfare and safety of our customers and colleagues remains a priority, and making an appointment in advance will assist with our social distance measures already in place.

We ask that customers phone the relevant dealership or use the Contact Us Section of the Agnewcars.com website in advance. Our Customer Service teams will agree a suitable time and confirm your appointment via email.

Yes, we have increased our cleaning resource to ensure every display vehicle is sanitised after each customer interaction. This is for the safety of all customers and colleagues. Whilst our showroom vehicles will be kept locked, they can be opened for you on request.

During your appointment you may have to sign documentation. Consequently, we are providing hand sanitiser and protective gloves for all customers and colleagues.

We have made changes to decrease the period of time that you will need to spend in the showroom and aim to have the whole delivery experience completed within 30 mins of arriving at the Dealership.

You will have a pre-arranged booking time to collect your new car. Our car parks are now staffed, so upon arrival you will be checked in by a staff member and directed to a suitable parking bay. You will then be invited into the showroom in time for your pre-booked appointment with your sales executive, or if you have arranged with the sales executive to meet you in the car park that will also be accommodated.  The Car Park Host will contact the Sales Executive to advise them of your arrival.  

Yes, we will contact you before the delivery to give you time to arrange your insurance cover note / certificate to be sent to us via email. We will use this to tax or register your car.

Prior to picking up your new car, we will provide you with a familiarisation video that will inform you about the controls and operations of your new car. Upon arrival we will present your new car and give you time to assure yourself of all functions prior to leaving the dealership. 

24 hours after delivery, we will contact you by phone. At that point if there are any features that you would like more detail on, then we can provide online or video links that will explain with further clarity. We want you to get the best from your new car.

We understand that when purchasing a new car there are lot of details you need to think about.   To assist with this, we will send you a preview video of your car.   

In addition, when you are taking delivery of the car, we will also explain the features of the vehicle to you at the delivery appointment.  We will do this following social distancing guidelines. After handover, we can provide access to online or video content that can assist with further explanation of features.


Finance FAQs

  • What are my options if I have lost my income permanently or temporarily and am unable to meet my car finance commitments?
  • Can my car finance payments be reduced or deferred for a period?
  • Can I hand my car back?
  • My Finance agreement is due to finish soon what are my options?
  • I am worried about not being able to make my future car finance commitments. How can you help?

We unfortunately cannot advise you on your own individual set of circumstances, therefore your best course of action is to contact our funding partners directly using the contact details below.  These finance providers are putting in place various options to support and assist you through these worrying times.  

We have been made aware that they are experiencing an unprecedented demand on their customer services at present.  

The information you should have to hand when contacting the finance providers is: 

  • Your agreement number and vehicle registration number
  • Your full name
  • Your date of birth
  • Your postcode

AUDI FINANCIAL SERVICES          

TEL:                         0800 912 3558 

EMAIL:                  customerservices@vwfs.co.uk  

WEBSITE LINK:    https://customer.vwfs.co.uk/contact-us.html

 

SEAT FINANCIAL SERVICES

TEL:                        0330 100 8975

EMAIL:                  customerservices@vwfs.co.uk  

WEBSITE LINK:   https://customer.vwfs.co.uk/contact-us.html

 

VOLKSWAGEN FINANCIAL SERVICES

TEL:                        0330 100 8975  

EMAIL:                  customerservices@vwfs.co.uk  

WEBSITE LINK:   https://customer.vwfs.co.uk/contact-us.html

 

PORSCHE FINANCIAL SERVICES

TEL:                        0344 871 0902  

EMAIL:                  customerservices@vwfs.co.uk  

WEBSITE LINK:   https://customer.vwfs.co.uk/contact-us.html

 

VOLVO SANTANDER RETAIL       

TEL:                        0800 085 1759  

EMAIL:                  customerservices@santanderconsumer.co.uk

WEBSITE LINK:   https://www.santanderconsumer.co.uk/

 

VOLVO CONTRACT HIRE SANTANDER

TEL:                        0800 083 1322  

EMAIL:                  customerservices@volvocontracthire.co.uk

WEBSITE LINK:   https://www.santanderconsumer.co.uk/

 

BMW FINANCIAL SERVICES

TEL:        0370 505 0150  

EMAIL:  customer.services@bmwfs.co.uk            

WEBSITE LINK: https://www.bmw.co.uk/en/footer/contact/contact-bmw-financial-services.html

 

MINI FINANCIAL SERVICES

TEL:        0370 505 0150  

EMAIL: customer.service@mini.co.uk   

WEBSITE: https://myfinance.mini.co.uk/en_GB/login.html

 

MERCEDES-BENZ FINANCIAL SERVICES

TEL:                        0370 847 0700  

EMAIL:                  customerservices-MBFS@daimler.com 

WEBSITE LINK:   https://www.mbfs.com/contact-us

 

NIIB      

TEL:                        0800 917 0931  

EMAIL:                  customerhelp@northridgeuk.com

WEBSITE LINK:   ttps://www.northridgefinance.com/

 

BLACKHORSE    

TEL:                        0800 151 2454  

EMAIL:                  Online access via link     

WEBSITE LINK:   https://www.blackhorse.co.uk/Contact/Call-Us-Now

 

EVOLUTION       

TEL:                        01246 458 800  

EMAIL:                  customer@evolutionfunding.com           

WEBSITE LINK:   ttps://web.evolutionfunding.com/

Fraud Awareness: Regrettably, it appears that our industry is being targeted during this difficult time by a minority of fraudsters and scammers who are sophisticated, opportunistic and will try many things to impersonate innocent and vulnerable customers. Therefore, we would urge you to remain vigilant when dealing with any individuals who contact you directly during this time unprompted and we would strongly advise you to follow the advice and guidance of the FCA in order to protect yourself. Find out more here


Safety & Social Distancing Measurements

To support you in servicing your vehicle, our workshops will re-open to all servicing and parts customers by appointment only from Monday 18th May. Read the latest message from our Group Managing Director here.

The safety and well-being of our customers and colleagues is our number one priority, so to ensure this, we have put together a plan to guide us through the re-opening process. We've put together a guide and a short video for what to expect when you visit our dealerships for your servicing, repairs and parts appointment which can be viewed here.

All our businesses have social distancing measures in place to protect both our customers and colleagues. This includes directional and distance floor markers in walkways and customer consultation areas providing 2m metre distancing, perspex screens, hand sanitiser and protective gloves for both customers and colleagues.  

All our Colleagues/staff have undergone training in advance of returning to work and all managers have received a guidance document on how we operate safely during the period of reopening. This will provide both our customers and our colleagues with a safe and comfortable environment, in line with the Government and Public Health guidelines. 

We will be sanitising the main interior and exterior contact points of your vehicle upon receiving it into the workshop and again before handover. The technicians working on the vehicle will be changing gloves and upholstery covers for each vehicle and washing their hands between every vehicle and customer interaction.

We will minimise the number of touch points your vehicle has with our staff. Where possible, only 1 Technician will complete the servicing or maintenance from start to finish.

We will be able to accommodate those wishing to wait on repairs, subject to prior appointment and a likelihood of the job taking LESS THAN ONE HOUR to complete.  Once we confirm your booking our Customer Service Team will advise you of the length of time that is likely for this appointment.

We would suggest that you make alternative arrangements if your service or repair requires a longer period of time.

To ensure Social Distancing measures can be adhered to, each appointment slot is restricted to adults only, up to a maximum of 2 people.

Yes, on arrival we will take you to a safe designated area which will be reserved for your appointment. The showroom and customer waiting areas have been redesigned to represent the space required for social distancing, and for your added safety all showroom desks now have screens fitted while you complete your vehicle documentation.

We currently cannot accept cash payments, but all other previous payment methods will remain in place.

For the safety of customers and colleagues we are currently not offering refreshments in our dealerships. 

Yes, however, to adhere to social distancing, access to customer restrooms is restricted to one customer at a time. We have enhanced the sanitisation and cleaning regime of all facilities.


MOT FAQs

We can offer our comprehensive pre-MOT checks but presently it is not available to book or present your vehicle at the MOT testing agency. 

Currently the DVA have suspended all vehicle testing at DVA Test Centres for 12 months and are granting a Temporary Exemption Certificate.

 MOT Test Centres are closed initially until 22nd June and this date will be kept under review based on government health advice.   

Since MOT testing has been suspended from March, vehicles with test appointments were being issued with Temporary Exception Certifies (TEC) to cover the period of uncertainly.   

From 11th May 2020 the DVA are now advising that eligible vehicles will receive an automatically generated TEC. 

 Vehicles with an existing MOT certificate that expires from 26th March 2020 until the date testing resumes will be automatically exempt from testing for 12 months, meaning the next test will be due in 2021.  

Vehicles still need to be taxed and insured in the same manner.

To check the most up to date information, use the following link

https://www.nidirect.gov.uk/articles/coronavirus-covid-19-and-motoring

While MOTs are postponed for now it remains the owner’s responsibility to keep your vehicle in roadworthy condition, so we can offer vehicle health checks that can provide peace of mind for driving. 

If your MOT is due or the date has past, we suggest check for the most up to date information on the following link 

https://www.nidirect.gov.uk/articles/coronavirus-covid-19-and-motoring


Service & Repair FAQs

Once we are in a position of a phased or full reopening of our aftersales operations, our service teams will aim to make contact with you to arrange an alternative appointment.

As soon as we are in a position to complete all outstanding repairs, we will prioritise your vehicle and ensure that it is completed and available for collection as soon as possible.

Our service teams will make contact directly, via e-mail or telephone call with appropriate updates. 

No, to restrict the number of customers in the showroom and adhere to Social Distancing, we have adopted an ‘Appointment Only’ policy. This will enable us to manage the number of customers in the showroom to adhere to social distancing rules. 

We ask that customers phone the relevant dealership or use the ‘Contact us’ section here. Our Customer Service teams will agree a suitable time and confirm your appointment via email or telephone.

Please contact us either by phone or email in the first instance. Unfortunately, as a temporary measure all service and maintenance work must be pre-booked. You will find all contact details here.

To help us make your visit as efficient as possible time during your service appointment, we will call you 24 – 48 hours in advance.   

It is important that this call takes place with the individual who is leaving the car in for the appointment.  

During this call our service advisors will cover the following areas:  

  • Advise you of the individual who will be taking care of your vehicle whilst in our dealership
  • Confirm your appointment details and the work required
  • Provide and confirm with you the appointment time 
  • Provide a quote for the repair or service maintenance
  • Discuss contactless payment methods (If required)

Unfortunately, we are unable to offer loan cars during this time. However, we may on occasions be in a position of offering a replacement loan car, should your vehicle be off the road overnight & supported by manufacturer warranty.  We therefore recommend that you make suitable onward travel arrangements prior to leaving your car off for a service or repair. 

All our businesses have social distancing measures in place to protect both our customers and colleagues. As a result, this has a knock-on effect on our ability to offer onward transport and can no longer offer this service.  

In order for our technicians to fully understand an issue they need to test drive it to replicate the fault.   

Such road-tests will now take place without you accompanying our technician in the car. 

To help us to understand your issue better when you are booking the car in for a repair our service teams will try and establish exactly when the fault happens and what if anything, we can do to replicate the fault on our own. 

You may also be required to complete a diagnostic questionnaire or take a technical pre-plan call prior to your appointment which we will send to you.   

We may request that you send a short audio or video clip of the fault, if it is safe to do so, and this may help us to identify any parts that may be required prior to your visit. 

We have temporarily suspended the complimentary service wash and vac, but we will be sanitising the main interior and exterior contact points of your vehicle upon receiving it into the workshop and again before handover.

Please read our guide and view our video that explains what you should expect when you visit our workshops>>>


Service Plan & Warranty FAQs

We are working with each of our manufacturer partners to ensure that they adopt a flexible and sympathetic approach. Please contact our aftersales teams if you have a specific query regarding your vehicle.  

When contacting us please have to hand the vehicle registration number and policy number of your plan. 


Emergency Support

If you require emergency support please use the contact details below relevant to:

Manufacturer Name Contact Number Link if (Applicable)
Audi Audi assist 0800 699 999 More Details
BMW BMW Road side assistance 

0800 777 111

From Abroad: +44 (0)20 8686 2444

More Details
MINI MINI Road side assistance

0800 777 101

From Abroad: +44 (0)20 8603 9990

More Details
Mercedes-Benz Mercedes-Benz Roadside Assistance

00800 1777 7777

From Abroad: +44 (0)207 975 7077

More Details
Porsche Porsche Assistance

0800 777 123  

ROI Customers: 1 800 771647 

More Details
SEAT SEAT roadside assistance 0800 262 622 N/A
Volvo Volvo Assist (Allianz) 0800 777 116 N/A
Volkswagen Volkswagen Group Roadside Assistant
(operated by the AA)
0800 777 192 More Details
Volkswagen Commercial Vehicles Volkswagen Group Roadside Assistant
(operated by the AA)
0800 777 172 More Details

Parts FAQs

Our Parts departments will reopen in line with our service operations, and parts can be collected by emailing or calling with our dealerships to arrange your appointment for collection. Please continue to monitor our websites for further updates.

Please contact us either by phone or email in the first instance. 

Unfortunately, as a temporary measure all parts departments will be restricted to one walk-in customer at a time. 

Prior to visiting us we can discuss your requirements, order the required parts, take payment over the phone, and make arrangements for you to collect. You will find all contact details here. 

To restrict the number of customers in the showroom and adhere to Social Distancing, we have adopted an ‘Appointment Only’ policy. This will enable us to manage the number of customers in the showroom to adhere to social distancing rules. 

We ask that customers please contact our Parts Departments by email or by calling in advance to agree a suitable time with the team to collect parts. 


Motability FAQs

The Motability Scheme has sought to provide clarity and stability for its customers with a lease that is due to expire during the next 3 months.  If that applies, you will be automatically issued with a six-month extension to your current lease, so you can continue to use your existing vehicle.  This will be issued automatically without any need to contact us or Motability and will come in the form of a cover note from RSA Motability.  It is hoped that the six month extension may be shortened depending on any government restrictions, should this be possible Motability will make contact with you.

Customers who have placed an order with one of our dealerships but have not received the new vehicle due to our enforced closure, or have a delivery pending in the coming weeks or months will also have their current lease automatically extended by 6 months by the Motability Scheme as your new car is not able to be delivered at this time.   This will be issued automatically without any need to contact us or Motability and will come in the form of a cover note from RSA Motability.  It is hoped that the six month extension may be shortened depending on any government restrictions, should this be possible Motability will make contact with you.

If this was your first Motability order then unfortunately due to the government restrictions we are unable to hand over or deliver the vehicle until we are fully operational.  We will be in touch with these customers once we are open.

Due to enforced government restrictions we are unable to process any new Motability orders at this time.  We will be happy to facilitate your requests once these restrictions are lifted in the future.  In the meantime we are updating the current models and offers available on the scheme via our dedicated website so you are in a position to move quickly once we are fully operational.  Please visit https://www.agnewmotability.co.uk/

For more details on these scenarios, Motability contacts, and answers to many other questions please view the FAQs on the Motability website HERE:

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