Browns Signature Care

Our preparation goes way above all expectations

At Browns of Richmond, we’re committed to providing our customers excellent value for money in the products and services we offer. We work exceptionally hard behind the scenes to go above and beyond, ensuring that we have robust processes and systems on place to offer appropriate assistance for all scenarios that can crop up during the ownership lifecycle of a car.

What we do goes way beyond industry standard levels of dealership support, the majority of which is listed below, all are included in the Browns Signature Care Fee. This means you, the customer has complete peace of mind and confidence to know that, although there is a small fee, it offers excellent value and we only charge it for the right reasons. Some dealers charge admin fees with little or no benefits. Some dealers promote the fact they don’t charge admin fees, yet their cars are overpriced! In these cases, fees are built into the price of the car with minimal pre-sale preparation and minimal support for the journey ahead.

We are proud to be one of the best independent dealers in the country and have won numerous national awards for our Aftercare and Customer Service. We have many, many happy customers, see our google reviews. Read on to discover more about what we do to prepare your new car and how we’re always on hand to help.

Electric Vehicle Specialists and Tesla Experts

Some of our staff have been driving electric vehicles since 2016, nearly 10 years of expertise, real world ownership and knowledge that only comes from having actually experienced it. We’re uniquely positioned and without doubt in the top 1% of dealers in the UK that have as much knowledge of electric vehicles, including main dealers. Both our directors have owned Tesla vehicles and have a unique understanding of the product. We even help you connect your Tesla to your driver profile on the Tesla App, (Where we have connection we can directly transfer to you before you drive away). This allows you to enjoy the full capability and features of the Tesla product, and if you’re travelling a distance also enables you immediate access to the dedicated Tesla Supercharger network in cases where we can do a live transfer (not always possible). We know of no other dealer in the UK that offers this facility. Our Browns Signature Care fee, also enables us to ensure your car is fully charged on collection meaning you can concentrate on enjoying the benefits of driving electric than having to scramble around figuring out where the nearest charge point is. We go way above industry norms to help you make the transition to electric, but it doesn’t stop there, we’re on hand to offer any advice or expertise with charging, driving habits, appropriate apps and a complete run down of the vehicles functions and how to get the best out of it. There are few questions that we can’t answer, when it comes to electric, you truly are in great hands.  

Daily Price Check

100% of our cars are already advertised in line with Auto Trader’s ‘FAIR, GREAT PRICE OR GOOD PRICE” indicator, and we check our prices daily to ensure that our cars are priced to market. Auto Traders price indicators are based upon, make, model, age, fuel type and optional extras. The price indicators don’t include the cars condition, colour, availability in local area, special modifications (body styling kits – tinted windows), number of owners, service history and preparation.

Our prices are exceedingly competitive and, in most cases, better than the car supermarkets and main dealers. In the spirit of treating all customers fairly, we don’t haggle or negotiate on our prices. After all, why should one customer prosper over another? Whether you're a new or existing customer, we believe everyone deserves the same opportunity to purchase a great car at a competitive price.

That’s why the price we advertise is the best price and if you’ve enquired about one of our cars, you’ll likely already know that. When you combine that with our commitment to quality and customer service, we’re confident in both what we sell and the price we sell it at. 

Warranty

Not all warranties are the same, whilst a consumer may recognise the label ‘Warranty’ and assume that their coverage level is the same, this is far from the case. We have a fantastic relationship with our warranty providers and have done our absolute best to provide some of the best warranty options available for used vehicles. We provide a minimum of 6 months coverage, plus with market data indicating that the average change cycle for a customer can be between 2 and 3 years, we offer all customers the opportunity to extend their warranty up to 24 months with industry leading parts, labour and breakdown cover. We recognise that in today’s market its normal practice to retail a high number of vehicles out of our local area, as such we’ve applied the appropriate level of cover ensuring you don’t have to ‘Return to Base’ like so many dealers out there. Our warranties have national coverage meaning you get the best level of service possible should you need it.

All Warranty documents come with a clear set of Terms & Conditions, these are easily understandable to the consumer, however, should you have any questions our team are always happy to help.

Service, 114-point inspection and MOT

Every car we retail is subject to a 114-point inspection, this 114-point check is over and above normal industry standards and although not necessarily required to be completed, we believe it’s important that you get the highest level of quality when you buy from us. Whilst an MOT takes care of safety related items, on a modern car there are far more components that require an inspection to ensure to the best of our ability the car you buy from us won’t let you down. Our 114-point inspection aims to delve deeper into the condition of the vehicle and its fine workings including but not limited to the turbo and related pipework, the DPF system, the transmission and gearbox system, fuelling system and injectors. Each major component is meticulously checked to an exacting standard ensuring all our vehicles are suitable and ready to drive away for many happy miles of motoring.

Many dealers carry out a small service and MOT and are not really interested in any underlying faults a car could have, just as long as it passes an MOT. Details of our 114-point check can be found on our website.

When it comes to servicing a car, we carefully check the service history of every car we retail, if the manufacturer-based schedule says the car will be due a service within the next 6-months we feel it’s appropriate to service the car. When we say service, we don’t mean just topping up the oil and giving the car a once over. We carry out a comprehensive service, including using the correct grade oil, particularly important on modern day engines.  

If a car has 6 months MOT or less on it we carry out an MOT, we have a state-of-the-art MOT test facility with the latest equipment to ensure your car gets the best treatment possible. 

MOT Advisory Notes

If we MOT a car, at the end of the test, if our technician may have identified minor issues that perhaps need fixing at some point before its next MOT, but are not serious enough to cause the vehicle to fail its MOT. There is no legal obligation to take any action based on the MOT advisory notes, but it would be unwise to ignore them. At Browns of Richmond, ALL of our cars are sold with no outstanding advisory work required. You will be given full documentation with your new car which will highlight all of the cars preparation with identifying what has been repaired or replaced.

This goes above the industry norm as many dealers (including some main dealers) do sell cars with MOT advisories

Manufacturer Recalls

From time-to-time, car manufacturers recall their cars for safety reasons. The car’s owner is notified by post and invited to book the car in at their nearest franchised dealer to get the work carried out. With every car at Browns of Richmond, we check to see if there are any outstanding safety recalls and arrange for the car to be booked in with the main dealer to ensure that any outstanding safety recalls are done prior to the car’s sale.
Many dealers don’t bother to check for recalls, they leave it with the cars new owner to arrange

Vehicle Road Test

As part of the preparation of our cars, our highly experienced technicians take each and every car on a 10-mile road test. They use the same route which takes the cars over roundabouts, bumpy roads and up to 60 mph on the A66 to ensure the car drives correctly with no knocks or rattles. This road test is enough time to identify any faults before any inspection, service or MOT is carried out.

Many dealers don’t road test their vehicles, because a road test doesn’t form part of an MOT

Browns Service Centre

We have our own on-site service centre and a team of highly qualified and experienced technicians. All are a minimum of level 3 qualified and have benefitted from in-depth training and development over the years. We also have level 4 qualified technicians, trained to work specifically on Electric and Hybrid Vehicles.

Many independent dealers do not have their own workshop and use subcontracted garages for preparation. This can lead to complications as no-one takes accountability to deal with any problems that may arise. At Browns of Richmond, we’re solely responsible for preparing your car so if you have any issues we make it our duty to make it right.

Quality Parts

We use only the best quality parts on your car during preparation. Quite often the cost between genuine parts and OEM parts is negligible but most dealers don’t bother to check. We do and will happily use them where appropriate, primarily because they’re less likely to have issues. 99% of the time, squeaky brakes are as a result of OEM parts being used. We fit the same quality of parts regardless of the car and its price. From a Fiesta to a Range Rover, all parts are equal quality. We use only the best quality parts for our cars, so you can be assured of their longevity. In extreme cases when there is an issue, all parts we fit are guaranteed for a minimum of 12 months.

Many dealers will fit the cheapest components available with little or no regard to their longevity after the car is purchased and after the warranty runs out, leaving you with potential bills for replacements

New Number Plates

All our cars come fitted with brand new plates, the reason for this is that number plates can fade and tarnish. Subconsciously, one of the first areas your friends and family will look at when they first see your new car is the number plate. We feel the number plates should be as sparkling as the car. If you have a private number plate, our sales executive will complete the online transfer for you. We will also provide “free of charge” new private number plates to be printed and fitted to your car.

Many dealers don’t replace number plates; this is to keep the cars preparation cost to a minimum.

Complimentary overnight stay

For customers who live over 150 miles or 2 hours drive time from Richmond, we have the pleasure of inviting you to stay in one of Richmond’s top hotels at our expense. When we handover one of our cars to you, we want you to get the best experience possible. Taking delivery of a vehicle that’s been driven by a subcontracted driver in rainy conditions isn’t the kind of memorable experience we want for our customers. Also, we recognise that for first time electric vehicle drivers there are a lot of questions to answer, having a complete and comprehensive run down of the vehicles operations and getting some ‘real world EV advice’ adds huge levels of value to the ownership experience.

Airport & Train Transfers

If you choose to travel to us via Teesside Airport or the closest railway station in Darlington, you will be able to take advantage of our free private chauffer service. Simply let us know what time you arrive and the time you would like to be collected and we will send one of our drivers to collect you. 

Valeting

We employ some of the highest skilled valeters in the motor trade, their capability with machine polishers and product application goes well above what the majority of a main dealers attempt. Our head valeter methodically and meticulously prepares each car to the highest possible standard using the finest cleaning and preparation materials. We use a mixture of products as in our experience no particular brand has the best product for each stage of preparation. We’re a Diamondbrite approved dealer and are proud to apply their industry leading products, should you opt for one of our Diamondbrite products they guarantee the condition of your car is protected from a number of external factors. Diamondbrite know that they can guarantee the condition of our cars because we prepare them so well and apply their products properly.

Most dealers use subcontracted valeters or pay minimum wage and get poor results, this results in poorly applied products that don’t last in the way they should. Paintwork and fabric protection should take hours to apply. When the time is taken and the car properly prepared the results can last, keeping your car looking its best for significantly longer.

For The Journey Ahead

Complimentary Recovery

Every car that leaves Browns of Richmond comes equipped with a complimentary roadside assistance policy. In the unlikely event of any problems with your Browns Approved Used car, you can be reassured with this level of cover which includes recovery at home or abroad, repatriation assistance, and help with onward travel costs and miss fuelling, flat tyre or flat battery call outs.  It’s our way of giving you the very best recovery package.

Courtesy Car

We know that it can be a pain if your car is off the road due to mechanical issues, or even just booked in for a service or MOT. We have a fleet of 5 courtesy cars available, meaning you are not inconvenienced in any way. The courtesy cars are charged to customers at a cost of £20 + VAT per day but is FREE of charge to anyone who has purchased a car from us, as we pick up the bill on your behalf. Please state upon making any bookings if you would need the use of our courtesy cars. Also, please bear in mind the insurance cover is subject to age, driving experience, and also takes into consideration any convictions on your license. Remember when possible, to book in advance as all courtesy cars are in very high demand. If for whatever reason all of our cars are booked out on the only convenient date we’re more than happy to provide a pickup and drop off service.

Processing Warranty Claims

We have an internal warranty team in place to process any claims efficiently, meaning you get your car back at the earliest available opportunity. There is no waiting around for independent assessors to check your car over and validate claims, as we have auto authorisation on claims up to £500. In addition to this, we also process all the paperwork, meaning a quick and simple process for customers with no money to hand over and no need to chase warranty companies for payment.

Warranty Excess Charge

Like car insurance, many warranty companies charge an excess whenever a customer makes a claim, usually a fee of £30 or more. Our warranty companies were specifically chosen as they do not charge any fees, that means the policy is more expensive for us, but it means the customer faces no additional fees at what is already a pretty stressful situation. 

Vehicle Electrical & Mechanical Diagnostic

Knocks, rattles and warning lights provide a clear sign to drivers that something is amiss with their vehicle. If you see a warning light appear on your dashboard, it may be simply due to a small insignificant and easy to repair fault, or it may be a sign that there is a serious underlying problem with the car. Even if you aren’t experiencing any performance issues, it’s essential to get the cause of the fault checked and rectified ASAP. From a simple rattle to a warning light, our team have the right equipment and experience to diagnose the issue. Most faults can usually be diagnosed within 30 minutes. As part of our Browns signature support fee, if you bring your car to us, you will not be charged for any investigation work during these first 30 minutes. Any additional work required outside the 30 minutes will be discussed with you by your technician. This is valid for the length of time you own the vehicle.

Repair Payment Assist

What happens if a dreaded warning light pops on when your warranty has expired? What about an unexpected repair charge following an MOT? Our Signature care customers are able to exclusively benefit from our partnership with Bumper and take the fear out of motoring. You can spread the cost of repairs over 3 manageable payments (or 3 months) subject to a payment upfront. It’s all arranged quickly and easily by Bumper.

MOT 

One of the most daunting aspects of car ownership is MOT time! Will it pass? Will it fail? Will I be recommended to replace unnecessary parts? Fortunately, our on-site MOT Centre is here to take away the uncertainty. Our state-of-the-art Testing equipment gives our technicians accurate and up-to-date information for every car. Furthermore, we never complete any work that will cost you money without your prior authorisation.

£150 Friends & Family Referral Vouchers

Not only do we want to supply you with a new car, but also your friends, family, neighbours and in fact anyone you associate with. We are both proud and very fortunate to receive many referrals by our delighted customers. To recognise and reward this, customers can email [email protected] with the name, email and phone number of any customer you wish to refer to us.  You must have their permission and we must receive their details from you before they enquire. 

Service & MOT Centre

We have a service admin team in place who send you reminders when your car is due for a service and/or MOT and also confirmation of bookings you may make via text straight to your mobile, and also via email, meaning we help you to avoid missing your MOT due date or going overdue on your service (which can lead to warranties becoming void). Due to demand, we recommend you book in early.

Fuel/Energy For Your First Journey

Prior to collection we will always add some fuel, a minimum of £20 of petrol/diesel is added, we don’t want your fist journey to be straight to the fuel station. Please consider that all cars we purchase tend to have little to no fuel left in them by the previous owner. With regards to electric cars, for our BSCF customers we will always fully charge your car (90%+) to minimise any anxiety in those first few journeys or in the case of a longer journey home to reduce or alleviate any stops required so you can just enjoy the benefits of electric without worrying how/where to charge for your first journey, when it may all be a bit unfamiliar.

Registration Documents / Change of Ownership

We process all the necessary keeper changes, most of which are done online, however in the case where a V5 registration documents are required to be posted to the DVLA we will send it “recorded delivery” at an extra cost, but it allows us to track your document if ever there is an issue, again taking out the hassle for you of registering your new car in your name. We also help you with your new car by administering your tax for your new vehicle on-site on the day of collection, meaning when you leave your car is road legal.

Collection and Drop off

When you book your car in at our Service department, you will be able to take advantage of our free collection and drop off service. Just let your service advisor know that you would like to use this service at the time of booking. You will be driven to a local destination of your choosing, whether that be in to beautiful Richmond town centre to enjoy some retail therapy, or to a home address nearby. As soon as you are ready to be collected, simply speak with your service advisor and they will send our driver to collect you.

Experian HPI Provenance Checks 

Every Browns Approved used car has been back ground checked using the Experian HPI database, at our expense, typically in the region of £10-15. You do not need to HPI a car you are purchasing from us. Please consider that when we purchase cars, our cars are hand-picked, checked and 70% of cars offered to us are rejected and traded to other people, we only retail the best for our customers. We look at service history, owners, condition and more importantly mileage checks and HPI (which we also must pay for). If you would like a copy, please ask and we will be happy to provide you with one.

Finance

We do a great deal of work behind the scenes with our partner finance providers. From negotiating excellent rates with our current partners, to bringing additional finance companies on board if we feel they have a great product for our customers.

We process all your finance needs in-house, setting up your new package including all relevant identification checks and completing all paperwork on your new agreement from initial set-up to completion phase. We fully settle any existing finance on your part exchange, meaning you don’t have to do anything. All part exchanges are settled usually within three working days depending on the finance company. (We are paid a fee for introducing you to our finance partners and we will declare the amount of this fee before concluding the finance agreement with you)

FCA Compliance

With help of our partners at Motorvise Automotive, we work hard to ensure we have robust compliance policies and procedures for our finance products – this makes sure we stay up-to-date with the FCA’s regulations.

We complete SAF training and certification via Finance & Leasing Association (FLA) for all sales staff. This gives all our sales staff the knowledge to help our customers choose the right finance product for them.

Legal Support

We have worked with Motor Trade legal experts Motorvise Automotive for over 12 years, giving us an unrivalled understanding of the legal issues and compliance regulations.

Our legal team are on hand to advise and inform ourselves and our customers on current and upcoming changes to consumer law, ensuring we can offer the best advice.

*If you would like to opt out of our Browns signature support fee, you can do so, please speak to a member of the sales team before you reserve the car.