Fair Wear & Tear. Guidelines for cars

Transcription

1 Fair Wear & Tear Guidelines for cars

2 What is a fair wear and tear guide? All vehicles returned to LeasePlan UK Limited at the end of every lease period are expected to meet certain minimum standards. These minimum standards are widely known as fair wear and tear. This brochure has been designed to explain LeasePlan s fair wear and tear policy in more detail and provide you with guidance on what to expect at the end of your vehicle contract. Who do we use for our assessments? SGS is LeasePlan s authorised inspection agent. As the world s leading inspection, verification, testing and certification company, they provide totally independent automotive inspection services to governments, manufacturers, traders, financial institutions and insurance companies alike. This ensures that every vehicle receives an unbiased, objective and clear assessment on its return. o LeasePlan and SGS make allowances for high mileage or age? Yes. For example, we appreciate that a vehicle that has covered 150,000 miles will naturally accumulate more wear and tear than one that has covered half that mileage. That s why we have a discount model in operation that takes into consideration wear and tear directly related to mileage, such as: Small scratches and dents arpet wear Steering wheel and gear knob wear Upholstery wear However, under no circumstances does this discount model include accident damage, excessive wear and tear or damage caused by misuse. This must be repaired before vehicle return (see page 5 for more detail). 1

3 How to use this guide It s said a picture is worth a thousand words, so to make it easier for you to understand fair wear and tear, you ll find diagrammatic representations of what is and what isn t acceptable throughout this guide. Naturally, we are unable to cover every single form of damage that could occur. But by the time you ve finished this guide, you ll have an excellent idea of the minimum standard expected for returned vehicles. 2

4 Pre-collection appraisal tips To avoid any unforeseen damage charges, there are a few things you can do before your vehicle is collected and taken away for full appraisal. Now s the time to also ensure your vehicle s service history is complete and up-to-date. Use this guide in full Use this guide to look around the vehicle and make notes of any visible damage that you may spot. Your own pre-collection inspection helps you to understand specifically what damage there is on the vehicle and helps avoid any surprises in terms of unexpected costs. It also gives you information on how to arrange any damage repairs prior to collection should you choose to do so. (see page 19). Ensure your vehicle is clean inside and out When you inspect your own vehicle and on the day of the collection, ensure the vehicle is in a clean condition inside and out. If your car is dirty, it makes it more difficult to spot and make note of any damage. If your vehicle is dirty on the day of collection, pick-up could also be aborted and you may be charged for the rescheduled collection. Inspect your vehicle in daylight Park your vehicle where it s in good natural daylight and avoid shadow cover from trees etc. This will help you see dents and scratches that may otherwise be difficult to see. Inspect your vehicle when it s dry A wet car will make it much harder for you to spot and make note of any scratches and dents. If the car has just been washed, or it has been raining, make sure it s dried thoroughly before inspection. How best to spot dents You are more likely to spot dents if you look down a vehicle s panel in profile (i.e. side on), rather than looking head on. Also, view the vehicle from different angles. Be objective Inspect and appraise your vehicle as objectively as you can. This way you are not invoiced for any unexpected damage charges. onsider getting a friend or colleague to help you. Inspect all panels on t forget to inspect the less obvious panels on a vehicle, such as the roof or those below bumper height. And include checks of the lamps, windows and mirrors too. For convertibles, ensure the cloth roof is undamaged and that the folding mechanism is fault free. 3

5 What do I need to hand back with the vehicle? Basically, everything that you were given with the vehicle when it was delivered to you must be returned with the vehicle. This includes: All sets of keys, including master and valet keys All original documents such as the owner s manual etc Evidence of the signed/stamped service history Valid MOT certificate (if applicable) Radio code cards s or Vs for satellite navigation (delete stored locations for security such as your home address) All removable audio equipment (such as face off units) All optional equipment fitted to the vehicle that is not a permanent fixture (tow bars, rear door sun shades etc) All emergency equipment supplied with the vehicle (jack, wheel brace, warning triangle, first aid kit etc) The spare wheel must be on-board and meet legal requirements. Or if your vehicle has a tyre mobility set instead (sealing compound and a 12v compressor that plugs into the cigarette lighter in lieu of the traditional spare wheel), this must be present. Remove all personal items Please also remember to remove all personal effects from your vehicle prior to collection such as: Music s Fuel cards Road maps House keys from the car key fob Sunglasses Remember to check all storage areas in your vehicle, including the boot, glovebox, door pockets, seat back pockets and all other storage spaces. We are unable to return personal effects left in the vehicle after the vehicle has been collected. 4

6 Other requirements Vehicle graphics/ advertising/decals Advertising stickers, sign writing, decals (including glue residue), regardless of size or condition, can have an impact on resale value of the vehicle. As a result, they must be completely and cleanly removed prior to returning the vehicle, regardless of whether they are on the bodywork or glass area. Any costs incurred for the removal of the above will be recharged. lean interior Unpleasant smells and/or stains in the vehicle s interior can affect a returned vehicle s used value. You may therefore feel it necessary to have your vehicle completely cleaned using a professional valeting company before it is collected. Accident damage All accident damage falls outside of the definition of fair wear & tear, irrespective of vehicle age or mileage. All accident damage must be repaired to the minimum standards as set out in your organisation s company car policy. Uncorrected accident damage and/or substandard accident repairs will be re-charged back to you or your organisation. 5

7 Minimum standard expected for returned vehicles On the following pages you ll see pictures visibly showing what we consider to be acceptable and unacceptable wear & tear. The pictures are also supported by explanatory text. The images are designed to broadly demonstrate our minimum expectations for every returned vehicle. The images do not, and cannot cover all damage scenarios, but serve to provide a clear understanding of the minimum standards expected. 6

8 VEHILE BOY/PAINT Light scratches (and scuffs/ abrasions) up to 100mm, which can be removed by mechanical polishing, provided the base coat has not been penetrated or any rust has developed. Up to 2 small dings per panel is acceptable (3 or more is regarded as multiple and therefore not acceptable). In all cases, dings greater than 20mm are unacceptable, therefore this dent is acceptable as it is clearly within the 20mm tolerance. This panel has multiple dents and they are greater than 20mm. ents with corrosion developing. Scratches/multiple scratches or abrasions which (relative to age and mileage) are over 100mm in length have penetrated the paint and cannot be removed via mechanical polishing. 7

9 VEHILE BOY/PAINT Small areas of stone chipping are acceptable, in line with the vehicle s age and mileage. hips should not have penetrated the base coat and should be rust free. Small paint chips that could be touched up prior to rust developing are acceptable. Light scuffing and scratches with a maximum depth of 1mm. Scuffing and scratches, which have penetrated through to the base coat are not acceptable. Two or more scuffs or scratches on one panel/body part are not acceptable. Excessive chipping (in line with the vehicle s age and mileage) or chips which have penetrated through to the base coat or rusted. ents, scrapes, scuffs and scratches with paint damaged through to the base coat/metal and showing signs of corrosion. 8

10 GRILLE/BUMPER For textured and non-painted bumpers Light scratches and scuffs are acceptable. Also acceptable are small dents (up to 20mm in diameter). For painted bumpers Light scuffing and scratches which have not penetrated the paint layer. Broken, cracked or excessive scuffing of grilles is not acceptable. Excessive scratching, cracks or dents exceeding 20mm. (Where fitted, tow bars should be complete with their covers and pins should be intact). 9

11 GRILLE/BUMPER A maximum of two small areas of damage per bumper (provided there is no penetration of the base coat/rust). Slight discolouration of the paintwork/fading. Excessive, apparent scratches. Excessive damage causing panel buckling. 10

12 TYRE WEAR/WHEEL RIMS Tyres with a minimum tread depth of 2mm. Light scuffing or scratches to the wheel trim/alloy. Bulges, cracks or cuts to the tyre or excess damage to the sidewalls or tread. Tyres with impact damage e.g. 'kerbing', bald tyres and those below 2mm tread depth are unacceptable. Flat tyres due to damage or a puncture, or any other defect affecting the safety of the vehicle. 11

13 TYRE WEAR/WHEEL RIMS Scuffing, scratches or deposits on rims, providing the rim is not deformed. Wheel nuts that are rust and damage free. amaged wheel trims due to breaks, cracks or scuffing. Missing trims. Rims with heavy damage or missing parts. Missing spare wheel, if it is included as basic equipment, or a missing/incomplete tyre mobility set. 12

14 GLAZING/GLASS Stone chips on the surface of headlights, fog lights or indicators not breaking the glass and not affecting their function. Light stone chips (smaller than 10mm) provided they do not obstruct the view of the driver or hinder driving in rain or poor light. hipping to lights that break the glass or plastic cover, regardless of size of chip. racks or chips which restrict the proper function of the lights. Please note that all bulbs should be operational. 13

15 GLAZING/GLASS Small stickers on the glass. Self-applied sun protection or tinted strips must be completely removed from all glass areas if they have not been professionally applied, are torn, or are peeling away from the glass. racks in the windscreen, or heavy stone chipping (greater than 10mm per chip), which affects forward vision. Excessive large chips, holes or cracks. 14

16 MIRRORS/EXTERNAL FITTINGS Light scuffing and scratches with a maximum length of 50mm and a maximum depth of 1mm. For painted mirror casings only scuffing and scratches which have not penetrated to the base material, and where their proper function is not affected. Fitted beacons or lights that are properly fitted and in full working order, without breaks in the glass. The lights must comply with legal requirements and if necessary mentioned in the vehicle documentation. Scuffing and scratches which exceed a maximum length of 50mm. For painted mirror casings scuffing and scratches which have penetrated to the base material. eformation of the mirror is not acceptable. Beacons that have damaged the structure of the vehicle through their fitment are not acceptable. 15

17 SEATS Seats showing wear through general usage i.e. getting in and out of the car. Indentation in the seat. Excessive soiling and dirt which cannot be removed by general cleaning. Torn upholstery or cigarette burns. 16

18 HEALINING Headlining which has light abrasions or soiling. Slight panel discolouration through day-to-day use and general wear. Excessively soiled headlining that cannot be removed by normal cleaning. Tears, cuts or heavy soiling in the material. 17

19 ASHBOAR/ FLOOR OVERING/OORS Phone fittings/housing units may be left in the vehicle. Holes left in the console (as a result of phone equipment being removed) may be left providing they are in a discreet area. Holes in the front of the console where accessories/phone kits have been removed. These holes are clearly visible and should be repaired. Excessive soiling and staining of carpets which cannot be removed by normal cleaning. 18

20 ASHBOAR/ FLOOR OVERING/OORS Signs of general usage where there is slight discolouration and scuffing. The steering wheel is slightly worn as a result of general use. (Torn leather would not be acceptable). The carpet of the vehicle has rips, tears or heavy stains. The interior lining is damaged with holes or tears. 19

21 How to get repairs completed satisfactorily You may wish to repair your vehicle so it meets our fair wear & tear standard before it is collected to avoid any damage charge reclaim being made. Any repair work commissioned must be carried out by a reputable body shop to a standard that meets the standards set out in this guide. Any substandard work that affects the vehicle s used value will be re-charged back to you. It is advisable you allow at least ten weeks before the vehicle collection date to complete all the repairs necessary. 20

22 Vehicle collection what to expect On the pre-arranged day of your vehicle s collection, please ensure the vehicle is clean both inside and out. This will speed up the collection process and avoid the need for a re-scheduled collection. On arrival, LeasePlan s collecting agent will: 1) Walk around the vehicle with you to review the car for any immediate damage and check the necessary documentation (service book, V5, owner s manual etc). 2) Ask you to sign a collection report that will also highlight any visible damage on the car and any missing items. NB: This IS NOT the SGS independent inspection. It is the collecting agent completing a collection report that also notes, where necessary, that a certain element of damage has been noticed on the vehicle. 3) The collecting agent will then take the vehicle immediately to an auction site for the comprehensive independent assessment by SGS. It is on this full inspection by SGS that damage recharges are based (if any). Please note: once the vehicle has been collected and inspected, you forfeit any right to organise damage repair yourself. So any damage you wish to have repaired, must be completed before collection. 4) Following the SGS inspection, a full breakdown of damage that falls outside of the fair wear and tear policy will be provided to LeasePlan. LeasePlan will then arrange for this damage to be billed either directly to you or to your company depending on your fleet policy. The full SGS report and other supporting documentation will be included. 21

23 Alternatives to vehicle collection Taking your vehicle to be inspected yourself It is possible for you to take your vehicle to the auction site and have it inspected by SGS yourself, therefore eliminating the need for any collection procedures by the LeasePlan agent. If you are considering this option, please call to arrange a date, time and auction location. SGS will inspect your vehicle and issue you with the necessary report and documentation. If this is your preferred option, please bear the following in mind: You must make an appointment first by calling the above number. SGS will not be able to take you home or to any onward destination. We are unable to deliver your new/replacement vehicle to an auction site. Once the vehicle has been inspected, you forfeit any right to organise damage repair yourself. Any damage you wish to have repaired must be completed before you take your vehicle to be inspected. id you know you could buy your vehicle? At the end of the contract term, it may be possible for you to buy your vehicle either for yourself or for any member of your family or friends. Not only will you be able to purchase the vehicle at a very competitive price, we are also able to arrange competitive rates of finance too, plus a 12 month insurance backed guarantee (excluding vehicles in excess of 100,000 miles or over 5 years old). Buying your leased vehicle has two other distinct benefits: You know its history often from the date it was first registered You know it has been fully maintained For a no obligation quote to purchase your vehicle, please contact your Fleet Manager or your river Services Team. 22

24 Your assurance that our charges are fair If we do have to make any damage recharges, we will base our invoice on industry accepted cost information, currently supplied by Eurotax Glass s, the world s leading supplier of automotive business intelligence, renowned for their reliable and accurate information. We will also take into consideration whether damage repair can be performed without the need for a full body shop visit, therefore helping to ensure any damage recharges are kept to a minimum. We also accept that higher mileage vehicles are susceptible to greater levels of wear and tear. Therefore, we operate a damage recharge discount model for higher mileage vehicles, ensuring that a fair recharge is attributed to damage. Your quality assurance We are committed to ensuring all our processes are customer focused, effective and efficient. This is demonstrated by our continued accreditation to the ISO: quality standard, which has been in place since June In addition to this, LeasePlan is the first European leasing company to achieve a registered certification of the return vehicle process from TUV Nord, experts in technical safety, environmental protection and assessment of management systems and products internationally. Full industry body support LeasePlan is a full member of the BVRLA (British Vehicle Rental and Leasing Association) and operates within its mandatory code of conduct. The BVRLA acknowledges that LeasePlan s Fair Wear & Tear Guidelines for ars provides a clear and responsible end of lease process that is fully aligned to its code of conduct. 23

25 hecklist Have you remembered to include: Have you remembered to remove: All sets of keys Owner s manual, V5 etc Signed service history Valid MOT certificate (if applicable) Radio code card or V for SatNav All removable audio equipment Other removable equipment such as tow bar etc Emergency equipment (jack, warning triangle etc) Spare wheel or tyre mobility set Music s Sunglasses Road maps House keys from the key fob Fuel cards Please remember that we re unable to return any personal items left in the vehicle. LeasePlan UK Ltd 165 Bath Road Slough Berkshire SL1 4AA Telephone: +44 (0) Web: 24