- Is the cost of servicing/maintenance work included within my contract?
- How do I get my car serviced?
- What do I do in the event of a breakdown?
- What do I do in the event of an accident?
- How do I arrange a tyre replacement for my vehicle?
- Is glass replacement covered under my maintenance agreement?
- How do I organise replacement of for my windscreen?
- Am I entitled to a relief vehicle in the event of a breakdown or accident?
- Are damaged items covered under the contract?
- What do you mean by "fair wear and tear"?
Is the cost of servicing/maintenance work included within my contract?
A. This is dependent on the terms and conditions of your contract. We recommend that you check this with your fleet manager or us on 0870 609 9911.
How do I get my car serviced?
A.
If you have a maintenance contract, please visit your nearest main dealer
and inform them that your vehicle has a maintenance contract with DFM.
If the dealer is a registered DFM supplier, payment of your services will be
managed through your company contract. If the dealer is not a registered
supplier, you will need to pay for the service yourself and reclaim the costs
via your fleet manager.
If
required please contact our customer services centre on 0870 609 9911
for details of your nearest approved garage.
What do I do in the event of a breakdown?
A. If breakdown cover is included in your contract, please contact the RAC on 0800 450 411. Dependent on the terms and conditions of your contract, our services can include Rescue, Recovery, Homestart, European Recovery and Assured Mobility (onward travel).
What do I do in the event of an accident?
A. If accident management is included in your contract, please contact the RAC on 0800 246 819. They will handle all of the paperwork on your behalf including managing the entire insurance claim process by co-ordinating all communication between the driver, client, insurance company/broker and recovery agent through to offering an uninsured loss recovery service including a provision for personal injury compensation.
How do I arrange a tyre replacement for my vehicle?
A. If tyre replacement is included as part of your contract, please call Kwik Fit Mobile on 0800 42 52 62. Arrangements will be made to fit the tyres at a time and place convenient for you, either at work, home or another location to suit your schedule. Alternatively, you may wish to arrange to visit a Kwik Fit depot at a time and location convenient to you. Please call 0800 222 111 to be connected to your local branch.
Is glass replacement covered under my maintenance agreement?
A. The repair or replacement of glass and windscreens is not covered in our maintenance contract. However, DFM recommend RAC Autowindscreens to repair or replace any damaged item. The cost will be invoiced to your company if agreed by your fleet manager.
How do I organise replacement of for my windscreen?
A. We recommend RAC Autowindscreens who can be contacted on 0800 587 6882.
Am I entitled to a relief vehicle in the event of a breakdown or accident?
A.
Please contact our customer services centre on 0870 609 9911 to establish if
provision of a relief vehicle is part of your contract terms. Should you require
a hire car due to accident or mechanical breakdown and your contract does not
include a replacement vehicle, DFM Rental Services may be able to help you.
For a competitive quotation please call 0870 609 9911 during office
hours.
If the vehicle is covered by a manufacturer's warranty, you may be
entitled to a replacement courtesy vehicle. Please ask your repairing dealer for
assistance
Are damaged items covered under the contract?
A. The maintenance agreement covers all routine servicing and mechanical repairs not covered by warranty. Some items however are not covered by the agreement and these include:
- Fuel.
- Oils and other consumables (unless used in the course of a routine service).
- Antifreeze other than as supplied as part of a routine service.
- Parts or accessories purchased other than as part of a routine service or repair.
- Damage to vehicles caused by poor fitting of accessories carried out or arranged by you or your agent or employee.
- Repairs necessitated due to accidental damage including damage to: windscreen and window glass including glass sunroofs, headlamp glass, door mirrors, aerials, tyres (blowouts and sidewall damage), body paintwork.
- Repairs that in our opinion are necessitated due to deliberate or negligent acts or abuse.
- Service or repairs authorised by the driver/operator without prior permission.
- Driver induced faults, e.g. use of an incorrect fuel in a vehicle or keys locked inside a vehicle.
What do you mean by "fair wear and tear"?
A.
DFM adhere to the criteria set out in the British Vehicle Rental and Leasing Association's Fair Wear and Tear Guide (www.bvrla.co.uk). This is the industry benchmark for fair wear and tear for contract hired and leased vehicles, providing a detailed standard for the return condition of these vehicles, including criteria for body and paintwork, trim, engine and brakes. DFM is keen to prevent unfair wear and tear in the first place so we provide our drivers with plenty of sound and practical advice to help you take care of their vehicle. This is especially important given the increasing numbers of personal agreements now being written and where the driver is personally liable for any unfair wear and tear.
For a copy of the BVRLA Fair Wear and Tear Guide please contact our customer services centre on 0870 606 9911