FAQs - Exclusive Motor Company Ltd

Your Trusted Used Car Dealer in Harlow, Essex

Welcome to our FAQ page. At Exclusive Motor Company Ltd, we are committed to helping you make informed decisions when buying a used car. Explore our answers to common questions about used cars for sale in Harlow, warranties, HPI checks, finance, insurance, and customer service.

1. What vehicles do you sell?

We stock a wide range of quality used cars for sale in Harlow & Essex, including:

  • Audi, BMW, Ford, Hyundai, Kia
  • Mercedes-Benz, MINI, Porsche, Toyota
  • Volkswagen, Volvo

All vehicles undergo thorough HPI and mileage checks and are listed with complete specifications.

See our full stock: Used Cars Harlow - Exclusive Motor Company

2. Do you include HPI & Vehicle History Checks?

Yes! Every vehicle comes with a free HPI check, covering:

  • Outstanding finance
  • Mileage discrepancies
  • Accident history
  • Stolen vehicle records

This ensures transparency and peace of mind when buying your next used car in Essex.

Learn more about HPI checks: HPI Vehicle Check

3. How can I reserve a car?

You can reserve a vehicle by:

  • Visiting our dealership
  • Calling us on 01279 964 064 / 07592 781 234
  • Emailing: [email protected]

Payment options: Bank transfer, debit card, or cash.

4. Are deposits refundable?

All deposits are non-refundable, as reserved vehicles are removed from the market exclusively for you.

5. What happens if I need a refund?

Refunds are processed within 7 working days via the original payment method. Bank processing times may vary.

6. What warranty do you offer?

All vehicles include a 3-month / 3,000-mile seller warranty. Optional extended warranties are available through partners like Autoguard Warranties.

Warranty is void if:

  • Vehicle is modified
  • Unauthorised repairs occur
  • Vehicle used for PCO/ride-hailing
  • Vehicle not returned for inspection/repair

Extended warranty info: Autoguard Warranties

7. What about breakdown cover & recovery?

We are proud members of the AA Dealer Promise, giving customers free 12-month AA breakdown cover after purchase.

Note: Breakdown recovery is the customer's responsibility unless included in AA cover.

Learn more: AA Dealer Promise

8. Do you offer drive-away insurance?

We do not provide drive-away insurance. However, we can guide you to short-term fully comprehensive insurance via providers like Cuvva

Get insurance quotes: Cuvva https://www.cuvva.com/

9. Do you provide a courtesy car?

Currently, we do not offer courtesy vehicles during warranty repairs.

10. Customer Complaints & Putting You First

Putting our customers first is one of Exclusive Motor Company Ltd's core values.

If you are unhappy with any aspect of your experience, we encourage you to get in touch. We will investigate and do everything possible to put things right.

11. Third-Party Finance Administration Fee

Where a customer chooses to arrange finance through a third-party finance provider that is not introduced by Exclusive Motor Company, an administration fee of £395.00 + VAT (£474.00 including VAT) will apply.

This fee covers the additional administration, compliance, documentation, communication, and processing required when working with external finance companies.

Fee Waiver:
Exclusive Motor Company is happy to waive this administration fee where the third-party finance provider agrees to waive any equivalent administration or dealer fees they would otherwise charge. Any such waiver must be agreed by both parties prior to completion of the vehicle purchase.

By proceeding with a third-party finance transaction, the customer acknowledges and accepts this administration fee unless otherwise agreed in writing.

12. Consumer Rights Act 2015 - Vehicle Inspection Prior to Rejection

Exclusive Motor Company is committed to complying fully with the Consumer Rights Act 2015 and respects all statutory rights afforded to consumers.

If a customer believes a vehicle has developed a fault and wishes to exercise their statutory rights, including the right to reject the vehicle, they must notify Exclusive Motor Company immediately and provide us with a reasonable opportunity to inspect and assess the vehicle.

The vehicle must be returned to Exclusive Motor Company, or otherwise made available at a location agreed by us in writing, to enable our inspection and diagnosis. We will not accept a rejection based solely upon the findings, opinion or report of a third party where we have not first been given the opportunity to inspect the vehicle ourselves.

Any inspection, dismantling, repair, modification or diagnostic work authorised by the customer and carried out by a third party without the prior written consent of Exclusive Motor Company is undertaken at the customer's own cost and risk. Any third-party reports obtained without our prior agreement will be treated as supporting information only and will not, on their own, determine whether a vehicle is accepted for rejection.

Customers must not dispose of, repair, alter or dismantle the vehicle before Exclusive Motor Company has had the opportunity to inspect it, as this may prejudice our ability to determine the cause of any alleged fault.

Nothing in these Terms and Conditions excludes or restricts any statutory rights available to consumers under the Consumer Rights Act 2015 or any other applicable legislation.

13. Unauthorised Repairs, Dismantling and Warranty

Customers must not authorise or carry out any repairs, modifications, dismantling, removal of components or further diagnostic investigations without the prior written consent of Exclusive Motor Company.

If any component is removed, dismantled, altered or replaced by the customer or a third party before Exclusive Motor Company has had the opportunity to inspect the vehicle, any dealer warranty provided by Exclusive Motor Company will be deemed void in respect of the affected fault or component.

Unauthorised dismantling or removal of parts may compromise our ability to accurately diagnose the cause of any reported fault and may prejudice our investigation of any warranty claim or request to reject the vehicle.

Exclusive Motor Company accepts no liability for any costs incurred as a result of unauthorised inspections, repairs, dismantling, transportation or replacement of parts carried out without our prior written approval.

Nothing in this clause is intended to exclude or restrict any statutory rights that consumers may have under the Consumer Rights Act 2015.

Contact Us:

Telephone: 01279 964 064 / 07592 781 234
Email: [email protected]
Letter: Unit 18 Riverside Business Park, Cambridge Road, Harlow, Essex, CM20 2HE

Required Information:

  • Vehicle details: Registration number, make & model
  • Complaint: Clear description & resolution required
  • Copy of: "Used Vehicle Invoice"

Informal Procedure:

Resolve complaints within 14 business days (Monday-Friday).

Formal Written Procedure:

  1. Acknowledge complaint within 5 business days
  2. Investigate & provide Final Response Letter (up to 8 weeks)
  3. Final Response Letter concludes the formal process

Data Protection:

We can correspond with a third party on your behalf if authorised. Finance complaints must be directed to the relevant provider.

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