COVID-19 COMPANY UPDATE July 5th 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 COVID-19 secure workshop is now fully operational with new extended opening hours of 07.30 till 18.00 Monday – Saturday.

We are currently contacting all customers who are on the waiting list to get them booked in as soon as possible. Any new enquiries will be accommodated where we can, but priority remains with existing Waterhouse customers and key workers.

Our site is open strictly by appointment only so please ensure you have a booking before visiting. We can offer a collection and delivery service if this is more convenient for you. Contact us on service@waterhousecars.co.uk or phone 01245 240550 to make a booking or if you need advice about your vehicle.

If you come into service reception, we ask that you follow the social distancing and hygiene measures that have been put in place for the safety of our customers and colleagues. We have enhanced the cleaning on site and you can be reassured that your vehicle will fully sanitised before it is returned to you.

Please be aware that our parts department remains closed for walk in customers.

Thank you for your patience during these unprecedented times and we look forward to welcoming you back soon.

Is our Braintree dealership currently open?
We are glad to communicate that our Braintree branch has opened its doors for customers on 4th of July and you can call on 01376 329200 to book your car in.

Is the Volvo Sales Showroom Open for my enquiries?
Our sales showroom is open on a strict appointment only basis, with reduced staffing as we continue to gradually reopen safely and return our staff. For any enquieries please contact our sales team on 01245 240555 or email us at sales@waterhousecars.co.uk and we will be happy to help. If you’re interested in a specific vehicle that you've seen online you can contact our used car manger Kevin Farrow direct on 07810 571 077.

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?
We are taking bookings, but please bear with us as with reduced capacity and increased pent up bookings our services are booking slightly longer than normal. We are strictly appointment only basis and priority is being given to our Key workers and existing customers. You can 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 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.