COVID-19 COMPANY UPDATE APRIL 20th and FAQ's

We hope that you and your families are keeping safe and well.

We wanted to confirm our commitment to assist you during these challenging times. As you would expect, our priority is providing a continuation of service to you, whilst ensuring the safety and well-being of our staff. We are immensely proud of all our staff in the way they have responded to the need to provide that service to you, and we thought it would be helpful to provide a quick Q&A based on examples that our support team have received since the lockdown first came into force.

Are our Service departments open?
Our service department in Chelmsford is open from Monday to Friday 8:00pm – 17.00pm.
We are totally committed to supporting all key workers who need help with essential service and repairs to keep their vehicles on the road.
If any other customers require assistance with breakdowns, safety issues or advice then please contact us at service@waterhousecars.co.uk or call us on 01245 240550

Is our Braintree dealership currently open?
Unfortunately, during these unforeseen times, we have temporarily closed the branch and will communicate as soon as we are able to fully reopen.

Is the Volvo Sales Showroom Open for my enquiries?
Government regulations mean our showroom must remain closed. However, we are still open both digitally and by phone. Sue Cleveland, our Volvo Sales Manager, is available to answer any sales enquiries for new and used cars. Sue can also update existing customers on new car orders and assist with any other customer questions. Our great range of Volvo Selekt Approved cars can be viewed via the website.
If you’ve seen a vehicle online that meets your requirements this can be secured for future delivery. If you need further information, or if there’s a specific vehicle you’re looking for that you can’t find online then please contact Sue on mail@waterhousecars.co.uk or call on 07771 868861.

Can I take payment holidays or extend my current Volvo finance agreement?
We have had several enquiries from customers relating to their Volvo finance agreements. This includes questions about payment holidays and extending agreements during this period. Under FCA regulations and data protection, we’re not able to offer advice on this. All enquiries should be directed to Volvo Car Finance via email at customerservices@santanderconsumer.co.uk or by phone on 0800 085 1759. For Volvo Personal & Business contract hire enquires please contact customerservices@volvocarcontracthire.co.uk

What if my MOT is due on or after the 30 March 2020?
The government has given a six-month extension on MOT testing, meaning that if your vehicle was due a test on or after the 30th of March you now have until the 30th of September 2020 to have your car pass the test. We will prioritise arranging the test of your vehicle to ensure this happens Click here for more information. Alternatively, if you needed to discuss directly with ourselves then please email us at service@waterhousecars.co.uk

I have received a Manufacturer Recall letter, what shall I do?
If you receive a letter from Volvo or Mercedes-Benz concerning a recall on your vehicle, please contact us at service@waterhousecars.co.uk or call us on 01245 240550 and we will advise you what action you need to take.

My warranty is coming to an end and it requires a repair - what will happen to my warranty?
Each manufacturer has varying information on this however most have stated there will be a degree of flexibility surrounding warranty with cases to be looked at on an individual basis. If you need help on this contact us at service@waterhousecars.co.uk

My car is due its routine service – Can I book?
Some of you recently had appointments with us which unfortunately we needed to postpone due to the current restrictions. When we are in a position to take bookings we will communicate this but we can currently add your details to a call list which we are compiling and once fully operational we will contact you to make arrangements for the vehicle to come in. Due to high call volumes if you would like to be added to the list we would prefer that you contact us online at service@waterhousecars.co.uk , that said we appreciate that not everyone has access to electronic communication channels and in these cases we would welcome your enquiry by telephone on 01245 240550. Please be aware you may not be able to get through directly if we are already dealing with another enquiry. If you’ve already made contact with us or had confirmation from us that you’ve been added to the list then it is not necessary to contact us again.

If you have any additional questions you would like to ask the support team here at Waterhouse click here and complete the form provided. A member of staff will then respond to your question as soon as possible. In the meantime, you can still visit our website and social media channels for regular updates

We thank you for your support and patience during these unprecedented times and wish you and your loved ones well.

Please stay safe and we hope to see you all very soon.