Car Dealer | Suffolk | Cecil & Larter

Customer Service

Our Aftersales department's offer the highest level's of customer service and are regularly highly rated in Saab, Volvo and SEAT customer surveys. We are dedicated to poviding outstanding service to ensure that our Saab customer's continue to enjoy their ownership experience and return to us time and again.

Comprehensive Knowledge

Our Team of Saab, Volvo and SEAT trained technician's have many year's experience between them. We invest in regular, on-going training so that our technician's are always fully conversant with advances in the technology relevant to the product ranges.

Cecil & Larter Service Charter

Outstanding service as standard. What our customers can expect from us.

Getting you car serviced couldn't be easier. We are committed to delivering a first-class service. Service is our guarantee of quality for your car. It means expertly trained technicians using the most up-to-date equipment and installing only genuine parts.

Appointments & Estimates

  • Take advantage of our while-you-wait service for routine maintenance and repairs - just ask when you book.
  • We will make sure we have the parts, staff, capacity and alternative transport before confirming your appointment.
  • We will check the manufactures' central systems to ensure any recalls or upgrades are carried out.
  • We will ask you if any other items need our attention. If they do , we will seek your approval and schedule these in at your convenience.
  • If, for any reason, any of the maintenance we offer differs from the manufacturer's schedule, we'll let you know before the work is carried out.
  • If required, we will give you a detailed estimate of any work needed before we start.
  • We will offer you a range of alternative convenience options including; advance key drop; shuttle service; collection & delivery service; courtesy vehicle.

On Arrival

  • When you arrive, we will confirm the work that has already been agreed.
  • Where required, we will put your car through a detailed diagnosis before starting work to ensure we get the repairs right first time.
  • If you like, we will provide a qualified member of staff to test drive the car with you.
  • The agreed pick-up time will be noted on the repair order.
  • We will take you through the process for authorisation for any additional work, and agree any authorisation limits with you.
  • If booked (and after discussing and agreeing your insurance requirements) we will provide you with a courtesy vehicle in a clean and tidy condition.

While the work is being carried out

  • We use the latest service schedules for regular maintenance work - a copy will be left for your records.
  • We never allow work to be done by technicians unless they're fully qualified for the repair being carried out.
  • If for any reason, we are unable to complete the work by the time agreed, we will let you know and arrange any changes to your mobility arrangements (e.g. courtesy car) if required.
  • We perform quality audits on a sample of finished vehicles to maintain standards.

On Collection

  • You'll receive a detailed explanation of work carried out, the invoice and any variations from the initial estimate.
  • We will report any additional items found.
  • All invoices will display the manufacturers' brand name of all parts used.
  • You can inspect any parts that are replaced (please let us know if you want to do this when you book).

Customer Satisfaction

  • We actively participate in the manufacturers' customer satisfaction measurement processes and other recognition programmes.
  • We have a customer complaint policy in place should you experience any problems.
  • We comply with all recall legislation and manufacturers' obligations.
  • All customer complaints are logged on receipt, acknowledged and dealt with.

Facilities, Environment

  • You're free to enjoy a range of refreshments in our comfortable waiting area.
  • Access and facilities for disabled customers are provided.
  • Our workshops carry the latest diagnostic and repair tools, including specialist equipment, to make repairs efficient and thorough.
  • Our workshop team are fully aware of our environmental commitments.