Car Friend Customer Charter: The Service You Trust, The Care You Deserve

At Car Friend, we believe car maintenance should be simple, transparent, and stress-free. This Customer Charter represents our unwavering commitment to providing you with exceptional service that is built on trust, transparency, and a customer-first approach. We don’t just fix cars; we build lasting relationships. Here’s what you can always expect from us.

Our Promises to You

1. Transparency in Every Service – No Surprises, Just Peace of Mind:
   • At Car Friend, transparency isn’t just a promise; it’s our golden rule. With every service, you’ll know exactly what’s happening with your car, how much it will cost, and why it’s necessary. No unexpected charges—just peace of mind from start to finish.
2. We Fix It Right the First Time – Guaranteed:
   • We guarantee to fix your car right the first time. Our experienced technicians are committed to ensuring your vehicle is repaired to the highest standard. If any issue arises related to the work we’ve done, we’ll make it right at no extra cost.
3. High-Quality Parts, Every Time – No Exceptions:
   • We only use the right parts for your car, every single time. All parts we supply and fit come with a warranty, and our repairs are backed by a quality guarantee, giving you complete confidence in the work we do.
4. Customer-Centric Approach – You Are Our Priority:
   • Your safety and satisfaction are our top priorities. From the moment you book with us, we’ll keep you informed every step of the way. We explain everything in plain language, so you can make confident decisions about your vehicle’s care.
5. The Car Friend Difference – Convenient, Hassle-Free Service:
   • We know life can be hectic, which is why we offer courtesy cars while your vehicle is being serviced. You’ll also be kept updated on your car’s progress via WhatsApp or email, so you’re never left in the dark.
6. Modern Technology for a Seamless Experience:
   • We’re taking car maintenance into the 21st century. With Car Friend, you can book online in just a few clicks, and we’ll keep you updated in real-time on your vehicle’s progress. No more guessing or waiting – just complete control over your service experience.
7. Committed to a Greener Future – Driving Sustainability Forward:
   • At Car Friend, we don’t just care about your car – we care about the planet too. Our EV-trained technicians are equipped to work on electric vehicles, and we partner with carbon-neutral companies to reduce our environmental footprint. We responsibly recycle waste materials, from tyres to oil, ensuring your service is eco-friendly.
8. Award-Winning Customer Service:
   • We are proud to have been recognized for our outstanding customer service and dedication to excellence. Our customers are at the heart of everything we do, and we strive to deliver the best service, every time.
9. Post-Service Care – We’re Here for You:
   • Our service doesn’t stop when you drive away. We offer follow-up support and are always available for any post-service questions or concerns. You can count on us to keep your vehicle performing at its best.

What We Ask From You

1. Punctuality for Appointments:
   • We kindly ask that you arrive on time for your appointment or let us know if you need to reschedule. This helps us manage our schedule and ensure every customer gets the attention they deserve.
2. Clear Communication About Your Vehicle’s Needs:
   • Please share as much information as possible about your vehicle’s issues or concerns. The more we know, the quicker and more efficiently we can diagnose and resolve any problems.
3. Respect for Our Team and Workshop:
   • We appreciate your patience while we work on your vehicle. Please respect our technicians and their workspace, especially when it comes to safety procedures within the workshop.
4. Adherence to Approved Quotes and Timely Payments:
   • Once you approve a quote, we kindly ask that all payments are made promptly upon completion of the work. This allows us to continue delivering high-quality service with transparency and fairness.
5. Honest Feedback & Reviews:
   • Your feedback is important to us. Whether you leave a review online or speak with us directly, your thoughts help us improve and ensure we keep delivering the best possible service.
6. Vehicle Readiness for Service:
   • Please ensure your vehicle is ready for service. For example, clearing the boot or removing heavy items allows us to work efficiently, particularly for suspension or undercarriage repairs.

Experience the Car Friend Difference Today

At Car Friend, we don’t just maintain cars – we build lasting relationships based on trust, transparency, and excellence. Whether it’s a routine service or a complex repair, we’re here to keep you and your vehicle safe on the road.

Experience the Car Friend difference today. Book your service online, or give us a call on 01543 27 60 60. We can’t wait to welcome you.

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