FAQs
Exclusive Motor Company Ltd
Exclusive Motor Company Ltd will refer to “EMC” where applicable.
Opening Times: – WE ARE APPOINTMENT ONLY FOR VIEWINGS/TEST DRIVE
We are happy to arrange a viewing out of hours via pre-approved appointment.
Vehicle check:
HPI vehicle checks are provided with every vehicle. They check for mileage discrepancy, if the vehicle is stolen, if it has outstanding finance, or if it has been declared in an accident (Category)
How can I reserve a vehicle:
You can reserve a vehicle in person or by telephone, payment made by either Bank Transfer, Debit Card or Cash please note the amount may differ from the value of the vehicle.
Deposits:
Deposits are non-refundable.
Refunds:
Refunds are made within 7 working days and returned using the same payment method (times may vary depending on how original payment was made)
Warranty:
Warranty is with “EMC” for the first 3 months or 3000 miles (whichever is sooner) no matter how far from “EMC” you are located the vehicle MUST come back to “EMC” at customers own cost. Warranty will NOT be covered for any PCO or similar, any modifications void warranty as well as any damage/accidental damage. Unless authorised in writing “EMC” will not cover any costs towards works carried out. If works are carried out without “EMC”’s authorisation warranty will be void and all costs will be referred directly to customer.
Extended warranty with a third party is available with “Autoguard Warranties” Please contact us for any special offers that maybe available.
https://www.autoguardwarranties.com/
Recovery:
Recovery will be the customers liability not “EMC”. “EMC” are a member of “The AA dealer promise” therefore the customer must activate their 12 months free Breakdown Cover ASAP. “EMC” will not cover any costs for recovery.
Insurance:
“EMC” do not offer drive away insurance. “The AA” have partnered with “Tempcover” a leading UK provider of a 5 day fully comprehensive insurance from £29.99 (at customers own cost) by scanning the QR code on the leaflet provided by our sales team. Subject to Eligibility and Criteria apply.
Courtesy Vehicle:
“EMC” do not offer a Courtesy Vehicle.
Complaints Procedure - General:
Putting our customers first is one of Exclusive Motor Company Ltd core values. If you are unhappy about any aspect of the experience you have had at our dealership, then please do not hesitate to get in touch and we will investigate your concerns and do what we can do to put things right.
You can communicate with us via the following methods:
Telephone – 01279 956 826 / 07592781234
Email: Sales.exclusivemotorco@gmail.com
Letter – Exclusive Motor Company Ltd, Unit 18 Riverside Business Park, Cambridge Road Harlow, Essex, CM20 2HE.
What do we need from you:
In order to respond quickly to your complaint, it would be useful if you provide us with the following information:
Vehicle details: Vehicle Registration Number, Make & Model.
Complaint: A clear statement of what your complaint is about and the resolution you require
Copy of: “Used Vehicle Invoice”
Informal Procedure
Where possible, we will try to resolve your complaint quickly, without any fuss and to your satisfaction within 14 business days (Monday-Friday) of receiving your complaint. If this is not possible then we will use the formal written complaints procedure.
Formal Written Procedure:
1. We will acknowledge your complaint in writing (by letter and/or email) within 5 business days (Monday-Friday) of receiving your complaint.
2. We will fully investigate your concerns and then provide a written response to you. This will be by letter (sent by email and/or letter) and will be headed FINAL RESPONSE LETTER. We have up to 8 weeks to send the Final Response Letter to you. However, we will always aim to provide our written response to you as quickly as possible.
3. The issue of the Final Response Letter marks the end of our formal complaints procedure.
Data Protection:
If you would like someone else to deal with you complaint (for example a friend or relative) this is not a problem. However, in order for us to correspond freely with them, you will need to provide your authority for us to do so. We cannot deal with any third party on your behalf unless we are satisfied that you have actually instructed them in the matter.
Please note: If your complaint applies to finance and insurance products associated with the purchase of your vehicle, please contact the relevant provider directly as we have no control over third party policies.
