As part of the initial call made by our team in Customer Services, each customer will be asked whether they have any symptoms, had the virus or whether they have been in contact with anyone who has to their knowledge.
If our drivers are visiting your home to pick up your vehicle, they will firstly phone you when they are outside of the address given by you. You will be asked to put your key in a plastic bag and leave the key on the doorstep for the driver to collect which will be done in a way to ensure social distancing is maintained. When the driver enters your vehicle, they will ensure they are wearing a mask and gloves, apply a seat cover, whilst sanitising any areas they may come into contact with.
When your vehicle is on site, we will endeavour to ensure that the vehicle is protected at all times, which will consist of using steering wheel wraps, floor mats, gear stick wraps along with seat covers.
Each vehicle will be sanitised thoroughly when arriving to site, and again when the vehicle repair has been completed. This will involve cleaning all surfaces that someone could have come into contact with, whether this is internal or external, using disposable wipes or paper towels.
Upon delivering your vehicle back to you, our drivers will phone to notify you of their arrival and again put the key into a bag/tray for you to pick up. If you wish to inspect the vehicle upon receiving it back, our drivers will ensure they keep a safe distance from you.
Our customer service team will be in touch to follow up on you receiving your vehicle back, as a signature will not be obtained due to current government guidelines.
Should you visit one of The Vella Group's repair centres, hand sanitiser is available for all customers to use in reception, and we ask that customers sanitise their hands upon entering the building. Please observe social distancing when on site between yourself and others.
We ask that if you are displaying any symptoms of the virus, please follow government advice and stay at home and inform our customer service team.
As a long-standing family business, we thank you all for your support and remain committed to ensuring that your vehicle is back to you in it's pre-accident condition.