Frequently Asked Questions

FAQs

• Why should I use the Holden Group?

  At Holden, we take great pride in caring for both our customers and their vehicles. Our dedicated team of technicians and service advisors understands the importance of keeping your vehicle running smoothly. Whether you need to schedule a service, MOT, or repairs, our team will make sure your vehicle remains in top condition, allowing you to focus on the things that truly matter. 

• How long will my Service take?

  The duration of your service can vary. Typically Service appointments range from 2 to 6 hours, and in some cases, it might take all day. For smaller services, we can arrange waiting appointments, allowing your vehicle to be returned within 2 to 3 hours. Our Booking’s Team is available to help you understand how long we we need your vehicle for and find an appointment that suits your needs best.  

• How far in advance do I need to book my appointment?

  Our workshops can get booked up quite far in advance, so we recommend contacting us 4 to 6 weeks before your Service or MOT is due. This is especially important if you need a Loan Car or a waiting appointment, as these are limited. However, if you’ve left it to the last minute, don’t worry. Our Bookings Team are on hand to try and fit you in! 

• Why should I get my vehicle serviced?

  Regular servicing is essential for several reasons. It allows you to invest in the longevity of your vehicle and ensures the safety of your passengers. Well-maintained vehicles are more likely to run efficiently, preventing minor issues from becoming major (and expensive), and supports your car operating at its optimum performance. Additionally, many of our brands offer superb warranties that require adherence to a servicing schedule to keep the warranty valid. Overall, regular servicing is a smart investment in your vehicle’s health and your peace of mind. 

• When should I get my vehicle Serviced?

  We would always recommend that you check your Vehicle Handbook to see which intervals your vehicle should be serviced at. For traditional engines, services are usually carried out every 10,000 to 18,000 miles or every 12 months, whichever comes first. For EV’s it’s usually every 20,000 miles or every 2 years, whichever comes first. Whilst you can use these timings as a guide, every Brand adheres to a different schedule. If you’re unsure when it’s due or you’ve missed a service, our Bookings Team can help you understand which service your vehicle needs next.  

• What is the difference between a Service and an MOT?

  Both are necessary to ensure that your vehicle remains safe and runs as efficiently as possible. MOTs are a legally required annual test that ensures that your car meets the requirements for road safety and environmental standards. During an MOT, your technician will check critical components such as brakes, tyres and your seat belts. Whilst a service allows for routine maintenance, recommended by your manufacturer, that keeps your vehicle in an optimal condition. Services can include things like oil changes, filter replacements and fluid checks. Both ensure that your vehicle meets the necessary standards whilst aiding in the longevity of your vehicle.  

• Do you offer a Collection Delivery service?

  We are no longer be able to offer a collection and delivery service. We encourage customers to take advantage of our fixed appointment times and comfortable waiting facilities. Enjoy complimentary refreshments, free Wi-Fi, and seating areas designed to ensure a pleasant and relaxing experience while your vehicle is in our care. 

• How do I know when my MOT is due?

  If you need to double check when your MOT is due, we recommend checking the GOV.uk – MOT status tool. You will need to enter your registration number, and it will advise when your MOT is due.  

• My MOT has expired, can I still drive my car?

  Driving with an expired MOT is generally illegal in the UK, but there are 2 exceptions to this rule.  

  1. You can drive to your pre booked MOT appointment. You are only allowed to drive directly to the test centre and aren’t allowed to deviate from the route. 
  2. If you’ve had an MOT test and need to go an alternative site to get the repairs done in order to pass your MOT retest. This needs to be a prebooked appointment and again, you can only go to and from that garage.  

  It is also important to double check whether there would be any implications for your insurance if you were to drive without a valid MOT.  

• What is a Vehicle Health Check?

  A Vehicle Health Check (VHC) is a comprehensive check of your vehicle to ensure that it is in optimum condition. It provides peace of mind that everything is working as it should be. During your Vehicle Health Check, your technician will check: 

  1. Performance – Checks on your tyres, suspension, steering and handling.  
  2. Exterior – Inspection of your lights, mirrors, wiper blades and washers 
  3. Interior – Examination of your seats, seat belts and safety features.  

  Once your technician has done a thorough review of your vehicle, they will provide a report that will outline the condition of each component in a traffic light system. 

  • Green – Passed inspection and working as required. 
  • Amber – Will likely need to be repaired or replaced prior to your next service. 
  • Red – Requires immediate attention to ensure that your vehicle remains safe and legal to drive.  

  Please be assured your technician will not carry out any work without prior approval. Once the report has been collated, a member of our Service Team will contact you to discuss any recommended work.  

• My Vehicle Health Check has Amber work on it, what does that mean?

  A Vehicle Health Check (VHC) is a thorough inspection of your vehicle to ensure everything is running smoothly, keeping your vehicle efficient, safe, and compliant with legal requirements. During this check, any components that don’t require immediate replacement, but are likely to require attention before your next service, are marked as Amber. 

  Our recommendation is to address these Amber items within the next 6 months to maintain your vehicle’s optimal performance and safety. If you have any concerns or need assistance with scheduling the recommended work, our Service Teams are here to help. 

• My Vehicle Health Check has Red Work on it, what does that mean?

  A Vehicle Health Check (VHC) is a thorough inspection of your vehicle to ensure everything is running smoothly, keeping your vehicle efficient, safe, and compliant with legal requirements. During this check, any components that require immediate attention or replacement are marked as Red. 

  We strongly recommend addressing these Red items as soon as possible to maintain your vehicle’s optimal performance and your safety. If you have any concerns or need assistance with scheduling the recommended work, our Service Teams are here to help. 

• I have an Amber warning light on my dashboard, is it safe to drive my car?

  An Amber warning light is usually an indication that something within your vehicle requires attention, however it’s not an immediate emergency. It’s generally considered safe to continue driving, but you do need to seek support as soon as possible. Examples of Amber warning lights are Engine management light, ABS, Tyre Pressure or Service Reminders. We would recommend consulting your Vehicle Handbook to understand what the symbol mean. Our Bookings Team is on hand to organise a Diagnostic appointment for you, so we can get to the bottom of the issue and get you back on the road as quickly as possible. 

   If at any point, you feel the car drives differently or doesn’t feel safe, please cease driving and contact your Break Down Cover for support. Whilst it’s generally considered safe to drive with an Amber Light, it’s never worth taking a risk if you feel something isn’t right! 

• I have a Red warning light on my dashboard, is it safe to drive my car?

  A Red Warning Light would indicate that there is something wrong with your vehicle that requires immediate attention. Examples of Red Warning Lights could be Engine Oil Pressure light, Brake System, Coolant Temperature or Battery charge. If your vehicle displays a red warning light, our recommendation would be that you do not drive the vehicle and get your vehicle recovered to one of our sites. We aim for one of our technicians to view the vehicle within 48 hours, however work to resolve the issue might be arranged at a later date.  

  We would advise speaking to the Service Team on site ahead of recovering the vehicle to us, so you are aware of any lead times we might be experiencing.  

• Why do I need an aircon service?

  Aircon services can often be overlooked when it comes to maintaining vehicles. However, they offer several important benefits: 

  1. Enhanced Fuel Efficiency: When your air conditioning runs smoothly, it prevents additional strain on your engine, which can increase fuel consumption. 
  2. Increased Lifespan of Components: Regular maintenance helps keep your air conditioning system in good condition, prolonging the life of its parts. 
  3. Improved Air Quality: Servicing and maintaining your air conditioning helps filter out dust, pollutants, and potential allergens, providing you cleaner air. 

  Lastly, the last thing any of us want on a hot summer’s day, is to realise that our Air Conditioning no longer works as it’s not been maintained.  We recommend booking an Aircon Service every 18 to 24 months, however your Vehicle Handbook will outline any specific recommendations. To arrange an Aircon Service please contact our Bookings Team who will be able to get your vehicle scheduled.  

• Why am I being quoted a Diagnostic fee when I have warranty on my vehicle?

  At the point of booking, we’re unable to determine whether the issue you’re facing is covered under warranty. Whilst we may have an idea of what the problem might be, we cannot be certain until a technician completes the necessary diagnostic work. To ensure transparency, the Bookings Team will make you aware upfront the cost of the diagnostic work. Once the diagnostic work is completed, the Service Team will contact you to confirm whether you would like us to proceed with the repairs. At this stage, we will also be able to confirm if the issue with your vehicle is covered under warranty. 

  The last thing we want is for our customers to be caught out with unexpected costs. We will always be transparent with our prices and allow you to make an informed decision. If you have any questions regarding the diagnostic process, please speak to our Bookings Team for further information.  

• What is a Petrol Filter and why does it need replacing?

  You may find that your vehicle’s service includes a petrol filter replacement. This is recommended by the manufacturer to prevent engine damage, maintain fuel efficiency, and support the lifespan of your vehicle. A petrol filter works by filtering fuel before it enters the engine. By doing so, it removes impurities and contaminants that could potentially clog your engine over time. It’s essential to replace these at the recommended intervals to keep your engine in the best condition possible.  

• What is a Recall?

  Manufacturers can recall vehicles if there is a potential safety defect. When this happens manufacturers will ask you take the vehicle to your local dealership to have the work done free of charge. Recalls aren’t uncommon and can be for a variety of reasons. From software updates, to brakes or even accessories. Usually a small number of vehicles are affected during manufacturing, however the manufacturer will encompass a larger volume of vehicles as a precautionary measure.  

• How do I know if my vehicle has an outstanding Recall?

  You will be notified by the DVLA if your vehicle has a recall that needs to be actioned, they will usually contact you via letter. If you need to check whether your vehicle has an outstanding recall, we would recommend checking the GOV website to find out: Recall Checker.  

• What do I need to do if I have an outstanding recall?

  When you are notified that your vehicle has an outstanding recall, the letter will detail what you need to do next. Generally, you will be asked to go to your nearest dealer to get the work done as soon as possible. Recalls don’t tend to take too long and can usually be done within 2 to 3 hours, however when you contact your local dealer they will be advise further on timings.  

• Can I drive my vehicle if I have an outstanding Safety Recall?

  Safety recalls are usually precautionary measures taken by manufacturers to ensure vehicles meet safety requirements. It is generally safe to drive a vehicle with an outstanding recall, but it is encouraged to get the recall addressed as soon as possible. However, if you receive a recall labelled ‘Stop Drive,’ you should not drive the vehicle until it has been inspected by the dealer. These recalls are rare and are only issued when there is a high risk to safety. If you have any concerns about a recall, it’s best to speak with your manufacturer. They can provide clarification on the nature of the recall and advise you on the necessary steps to take. 

• Why is the range in my EV lower in the winter?

  If you notice that the range on your EV is lower in the winter, there are a few reasons for this, and it’s not necessarily related to your battery’s health! During the colder months, your battery is unable to hold as much charge as it would during warmer weather. Additionally, heating your vehicle and defrosting your windscreen consumes more energy, which reduces the overall range. Lastly, regenerative braking is often less effective in the cold, meaning the battery can’t recover as much energy as it would in milder conditions. 

  In essence, don’t be alarmed if your range lowers by 20 to 30 miles over the winter months. You’ll soon regain this back once the weather improves, and the cold disappears! 

• Why is it best to charge my car to 80%?

  It’s recommended to charge your car to 80% rather than 100% whenever possible. While it might feel odd not to charge something fully, doing so can significantly improve the lifespan of your vehicle’s battery. Lithium batteries experience less wear and tear when they’re not regularly charged to 100%. 

  Charging to 80% also allows for regenerative braking, which isn’t possible if the battery is fully charged. This helps recapture energy and improves overall efficiency. 

  There’s nothing wrong with charging your car to 100% for long drives. However, for day-to-day use, it’s best to stick to 80% to maintain battery health and efficiency. 

• Should I convert to an Electric Vehicle (EV)?

  The idea of switching from a traditional petrol or diesel engine to an electric vehicle (EV) can be overwhelming, especially when there’s a lot of conflicting advice out there. The landscape of electric vehicles is always changing and evolving, with improvements happening all the time. Here are a couple of key considerations: 

  1. Charging: Infrastructure is improving continuously and will only get better as more customers opt for EVs. From our experience, customers who love their electric cars the most are those who can charge at home. Many energy providers offer special rates depending on when you use energy, allowing you to get a full charge overnight for as little as £15 (depending on your range). You can install a charging pod at home or invest in a 3-prong charging lead that provides a slow charge, perfect for those who don’t use a lot of mileage daily and just need a top-up. 
  2. Range Anxiety: One of the main reasons people hesitate to choose EVs is range anxiety—worrying they won’t be able to reach their destination or charge along the way. While this is something to be mindful of, there are now numerous tools to set you up for success. Most EV satnavs are designed to plan routes with charging stops along the way. Additionally, there are various apps to help you find charging stations. If you need to charge, it’s likely you’ve already driven 200+ miles, making it a sensible time to take a break anyway. Think of it as your vehicle encouraging you to rest during long drives! 
  3. Driving Experience: Electric cars have a different feel compared to traditional combustion engines. They pull away quickly, are silent, and lack the gentle thrum of an engine. However, because electric cars need fewer parts and their engines take up less space, you may find that your drive is more comfortable. There’s more space available in the vehicle and all the modern conveniences to support an easier journey. 

  We would encourage any of our customers to test drive an EV to get a feel for whether it is right for them. Alternatively, for some of our customers, opting for a hybrid vehicle before moving to a fully electric one might be the best move. Speak to any of our Sales Teams who would be more than happy to answer any of your questions. 

• What is the Care Hub?

  We created the Care Hub in the Spring of 2024. The Care Hub houses a dedicated team who handle any queries relating to booking Services, MOTs, and diagnostic work for all our sites. In 2023, we conducted a survey to understand our customers’ experiences with Holden Group. While we received positive feedback about on-site experiences, it was clear that many customers were frustrated with the difficulty of booking appointments. Our Service Advisors were often torn between assisting the customer in front of them and answering the ringing phone. 

  Since the Care Hub’s implementation, our first-time answer rate has improved from 57% to an impressive 90%, and we continue to see progress! Customer satisfaction has also soared, as reflected in our Trust Pilot score, which has risen from 3.1 to 4.9 over the past 12 months. 

  Overall, we hope our customers benefit from having a dedicated team that can efficiently support their queries and get them booked in quickly and smoothly. 

• I wish to make a complaint; how do I do this?

  We’re so sorry to hear that you’ve not had a positive experience with us. We pride ourselves on the service we deliver to our customers, and we want to understand how we can support you moving forward. Please email customer.feedback@holdengroup.co.uk outlining your concerns and someone from the team will contact you to support you the best we can.