When will I know what repairs are being done to my vehicle?

Our vehicle damage assessors will call you within 24hrs of completing their assessment to your vehicle.

They will give you an update with an estimated completion date, run through the repair process and parts to be fitted to your vehicle.

If your vehicle is a declared a total loss our assessment team will will let you know as quickly as possible. Your insurance company will then be in touch with you to discuss what needs to done next.

How long do repairs usually take?

While it is difficult to generalise the time to complete repairs on a vehicle, BP Rolls are committed to repairing vehicles on average within seven working days.

There are a number of factors that could lengthen this rough estimate, these include delays due to spare parts availability and can sometimes depend on the size of the repair.

Other factors for delays can include insurance approval of a job and unforeseen repairs due to the extensive damage to a vehicle.

Should you have a concern about the length of time it is taking to repair your vehicle, please contact a member of the BP Rolls customer service team to discuss your vehicle repair schedule. Telephone: 01264 367 516 / 517

Why can delays arise during repairs?

Where we will always try to expedite repairs on all vehicles in our repair workshop, there are sometimes delays that are beyond our controls.

There could be a number of factors why your vehicle repair is delayed, for example your insurance company engineer may need to inspect the vehicle. This can delay the return of your vehicle while they complete further checks and assessments.

More commonly delays can occur when manufacturer’s parts are not available or are on back order. Additional parts may be identified during the course of the repairs to your vehicle – and these un-anticipated parts can unfortunately delay things.

We aim to complete vehicles, on average, within seven working days, but this can depend on the size of the repair and parts availability.

BP Rolls are committed to excellent customer services. In the unlikely event that you have not heard back from us within seven working days, please contact us and we will be happy to discuss any concerns that you may have. Please contact a member of the BP Rolls customer services team on: 01264 367 516 / 517.

Can I have like for like vehicle while mine is being repaired?

All BP Rolls courtesy cars are Grade A vehicles, which is stipulated by the insurance companies.

We unfortunately do not offer a like-for-like in-house courtesy car service.

We can offer an upgrade through our partners at Enterprise Rent-a-Car for a small daily fee, however this would be a private hire directly through them and all additional fees would be payable to them. Full details are available from Enterprise on request.

The accident was not my fault…

If your accident was not your fault, then you may be entitled to a like-for-like vehicle. This depends on your circumstances.

Contact BP Rolls customer services on: 01264 257 516 / 517 for further information.

Who can drive the courtesy car?

The simple answer to that question is the same people who are comprehensively covered on your insurance policy, as long as driving licenses are produced for all parties.

If you are not sure, or for further information or support, please contact a member of the BP Rolls customer services team on: 01264 367 516 / 517.

What do I do if my courtesy car breaks down?

As all BP Rolls courtesy cars are less than a year old, the likelihood that your car would break down is extremely remote.

However every once in a while there may be an exception to the rule. In the unlikely event that your courtesy car does break down, please contact a member of the BP Rolls Customer Services team on: 01264 367 516 / 517 and a member of the team will be happy to help you.

Is there a charge for a courtesy car?

If your insurance policy grants you the use of a courtesy car when yours is off the road, then there will be no charge for hiring one of the BP Rolls cars.

The vehicle will have been subject to a pre-delivery inspection and our engineers will have a record of inspection. You should check your courtesy car and highlight anything out of the ordinary to the BP Rolls delivery engineer, before you accept the car.

For the duration that you are using a BP Rolls courtesy car, you will be responsible for checking the oil pressure, water and tyres on a daily basis and for the fuel usage.

We will only charge you further if you damage our courtesy car, or if you do not have cover for the car on your insurance policy.

All BP Rolls courtesy cars are less than a year old and are in exceptional condition.

Can I have a courtesy car if I only have third party insurance or if I’m not making an insurance claim?

Unfortunately we are unable to provide you with a BP Rolls courtesy car unless you have fully comprehensive insurance cover. If you only have third party cover, then you will need to do one of the following:

Either take out separate insurance cover, suitable for one of our vehicles, or alternatively we can offer you the services of Enterprise Rent-a-Car. They have a wide range of products and services designed to meet the needs of our customers, such as vehicle and collision damage waivers.

If you have any questions about your policy, we advise you to first talk to your insurance provider. Should you need any additional help or support, please feel free to contact a member of the BP Rolls Customer Services Team: 01264 367 516 / 517.

Who is responsible for any damage to courtesy cars provided by BP Rolls?

This is down to the driver of the courtesy car.

Your own insurance policy is used for cover on our courtesy cars and you are responsible to pay any excesses that you would for your own car.

If you were not provided with a BP Rolls courtesy car and entered an agreement with a third party, such as Enterprise Rent-a-Car, then you will need to refer to the terms of your agreement with that company.

Can I choose when I have my car delivered?

We will always try to provide an indication of whether it will be a morning or afternoon delivery.

It is unfortunately very difficult to be able to provide precise timings, as there are a lot of factors that could affect the delivery of your vehicle, such as road conditions or traffic.

We always endeavour to work with our customers to find a mutually suitable time for delivery, should you have any concerns then we are more than happy to address these with you.

Please contact a member of our Customer Services team to discuss your requirements on: 01264 367 516 / 517.

What happens if the insurance companies do not approve all items of repair?

Unfortunately we are only able to undertake the work that is approved by your insurance company’s engineer.

If there is any other work that is not covered under your insurance policy, we are more than happy to undertake this on your behalf. We would provide you with a free, no-obligation, quote for these repairs, which would be charged separately to the insurance invoice.

Our competent and qualified engineers are more than happy to discuss your individual needs and requirements, and we will only proceed with the repairs once you are entirely satisfied with our quotation.

Please contact a member of our Customer Services team if you would like to book an appointment with one of our engineers. Telephone: 01264 367 516 / 517.

What payments am I responsible for before my car is returned?

You will need to pay any excess from your vehicle insurance before your vehicle is returned. If you have asked us to complete any additional private work, you will also need to pay this before your vehicle is returned to you.

If you have borrowed a courtesy car from us, then we will need to check this vehicle back in, as any damage to the vehicle must be paid for, or if the vehicle is returned in a heavily soiled condition we may ask for payment to valet the vehicle.

Should you have incurred any costs under the Road Traffic Act, for example any speeding fines or parking tickets, we will pass these charges onto you once we are made aware of them. There may also be a late return penalty if you do not return the courtesy car within 12 working hours of your vehicle completion.

All of our terms and conditions are provided before we begin working on your car, so we do advise our customers to check these thoroughly.

If you feel that you haven’t been advised of any terms or are unfairly penalised, then we want to hear about your experiences. Please contact a member of our Customer Services team for more information on: 01264 367 516 or 01264 367 517. You can also read about our complaints policy here.

Can you help with designing a new livery?

Yes we can.

The BP Rolls Signs & Graphics division will work with you to come up with a design concept and work with you to select the best materials available for your budget and needs.

How big are your spray bays

The BP Rolls Commercial Paint spray bays vary in size from 33-77 foot. This enables us to spray vehicles of any size and for any purpose, regardless of whether it is a 40 foot trailer, a cab, or even a custom built trailer for an exhibition or event.

For more information please visit our Paint Shop page.

Do you use low bake ovens?

The BP Rolls paint shop is equipped with four commercial spray booths that can reach temperatures above 60° Celsius.

Our low bake ovens are specifically designed to create a dust free environment that is ideal for vehicle spray painting.

They maintain a consistent air temperature while the vehicle is sprayed, producing an even and professional finish that is vibrant and smooth.

Who do you use for graphics and would they be able to assist in designing a new livery?

We have our own graphics company within the group, so we can offer a turnkey refurbishment programme without having to rely on contractors.

Our in-house experts can provide you with advice on the best livery solution for your vehicle or fleet

For more information please visit our signs and graphics page.

Do you have shot blasting facilities?

Yes we do.

We have a dedicated shot blast room that can accommodate vehicles of all sizes, including 40 foot trailers!

Can you collect and deliver and is there a charge for this?

Yes we can collect and deliver.

There is not usually a charge for this, however we would request that the vehicle has enough fuel in it for both journeys.

What paint brands and systems do you use?

We are part of Fleet watch so predominantly use Nexa & PPG.

We will use other paint brands if requested.

We use both 2 pack and single pack paints, whichever suits the customers budget.

Can you just supply the graphics?

Yes we can.

One of the things our customers love about the BP Rolls service is our flexibility. You can choose how you want to work with us; we are more than happy to supply the graphics and you are welcome to pick them up, or we are happy to ship them to you.

Why not telephone a member of our Signs & Graphics team to discuss your requirements?
Telephone: 01264 361 516

Please visit our signs & graphics page for further information.

Can I bring my vehicle to you?

Of course – we have a bay that has been built specifically for fitting graphics to vehicles.

For more information please visit our signs & graphics page.

Can you do vehicle wraps?

Yes we do and we have a number of big name clients who keep returning to BP Rolls because of the excellent service that we provide them with.

We can wrap vehicles of any size, from cars and vans through to heavy goods vehicles and specialist promotional vehicles.

To find out more, please visit our signs & graphics page

Can we have any colour of vinyl?

We hold a range of colour vinyls in stock. If you are looking for a specific colour, we can print it using our full colour wide format digital printers.

If you have specific requirements why not telephone us to discuss them?
Telephone: 01264 361 516

For more information visit our signs & graphics page.

Will the graphics damage the paintwork?

Quite simply put – no they will not.

The adhesive that we use to affix the vinyl graphics to your vehicle will not damage your vehicle paintwork. When you eventually decide to change your graphics or strip the vehicle, bring it back to BP Rolls and we will remove the vinyl safely.

If you are replacing your vehicle graphics we are happy to provide you with a quote for a complete strip and refit service.

For more information visit our signs & graphics page.

How soon after fitting the graphics can we wash the vehicle?

We recommend that you avoid washing your vehicle for the first three days.

This gives the adhesive time to bond to the vehicle and ensure an even and smooth finish that will last for the lifetime of the product.

Please visit our signs & graphics page for further information.

How long will my graphics last?

We use five to seven year life vinyl, this means it will keep its colour and adhesions for five years for all colours and seven years for black and white.

BP Rolls use only the finest quality vinyl, which means you can rely on our service to ensure your vehicles look their best throughout the lifetime of the vinyl.

For more information visit our signs & graphics page.

Will my vehicle be valeted after it has been repaired?

There will be occasions where we will valet the vehicle i.e. if we carry out a cab shell swap, otherwise it will be washed and hoovered, we would be more than happy to price a valet for you on request.

For more information please visit our Commercial Repairs page.

Can you repair Coaches?

Yes. BP Rolls are equipped to repair commercial vehicles of all sizes, including coaches and busses.

BP Rolls have a wealth of experience repairing, renovating and wrapping commercial vehicles, to see a few examples please visit our Commercial Vehicles page.

Do you use green recycled parts?

We can use recycled parts when you ask us to, It is a great way to stop your vehicle being declared a total loss; it also helps reduce the claim value which may reduce your next insurance premium.

What is a write off?

It is when the value of the repairs exceeds the value of the vehicle after the salvage value has been deducted.

Your insurer will let you know when the vehicle is deemed a ‘Total Loss’

Further information and advice about vehicles that are declared a total loss can be found on the Government website: Gov.uk.

How long will the repairs take?

It will depend on the severity of the damage, the complexity of the repairs and the availability of parts.

For more information please visit our Commercial Repairs page.

Will you re-apply my vehicle’s livery when you repair it?

BP Rolls can manage all aspects of your repair, including re-printing and re-applying your vehicle’s livery.

For more information, visit our Commercial Repairs or Signs & Graphics pages.

I am VAT registered; will I get a VAT invoice for the repairs?

Yes, you will receive an invoice for the VAT on the whole repair, this is payable on completion of the repairs.

For more information, please visit our Commercial Repairs page.

Who do I pay the excess to?

The excess is the contribution towards the costs of the repair which is payable to us, the repairer.

For more information please visit our Commercial Repairs page

Can you repair pre-existing damage while my vehicle is in for repair?

Yes, it makes absolute commercial sense to minimise further Vehicle Off Road (VOR) time and get pre-existing damage done while we are repairing the accident damage.

Alert a member of our staff when you book your vehicle in and we will take care of everything for you.

For more information please visit our Commercial Repairs page.

How do I get my vehicle to you and is there a charge?

We can arrange recovery of your vehicle if it is not roadworthy, we can also arrange collection of your drivable roadworthy vehicles.

Some insurers pay us to collect and deliver your vehicles at pre agreed rates; if you are paying we would always agree costs with you up front.

For more information please visit our Commercial Repairs page.

Can you handle the claim for me with my insurer?

Yes, once you have notified your insurer or broker just give us the claim reference number, name of your insurer or broker and we can handle the rest for you.

For more information please visit our Commercial Repairs page

Can you carry out a mobile estimate on my vehicle?

We can carry out a visual inspection and estimate the damage to your vehicle at a time and location convenient to you.

For more information, visit our Commercial Repairs page

Will BP Rolls provide me with a courtesy car I can use whilst my car is being repaired?

If your insurance policy states that you are entitled to a courtesy car for the duration of the repairs, we will provide you with one of our 100 courtesy cars, all of which are less than one year old.

How long will the repair take?

We aim to repair your vehicle as quickly as possible ensuring it is repaired to the repair method stated.

You will be advised of the completion date by one of our estimators once your car has been fully assessed.

Are all repairs guaranteed?

All repairs and paintwork are guaranteed for five years.

Are BP Rolls Kitemark approved?

All of our Car Accident Centres are Kitemarked with the Publically Available Specification 125 (PAS 125).

BP Rolls was one of the first groups in the UK to achieve the Kitemark in all of its Accident Repair Centres.

It ensures that your vehicle has been repaired to a strict repair method by a qualified technician using tools and equipment that follow a strict testing and maintenance program.

Do I have to go through my insurance company?

Your insurance company would like you to use their preferred repairer as they would have agreed rates with them.

However, their preferred repairer could be up to 50 miles away and they will probably drive your vehicle to and from the garage.

They can only recommend a repairer to you but ultimately your vehicle can be repaired at the garage of your choosing.

It is your car after all! At BP Rolls we are insurer friendly and we have many insurance approvals.

How do I make a complaint?

At BP Rolls we take any complaints seriously. If you wish to make a complaint, please contact us on 01264 361516 or write to us at BP Rolls Ltd, 27-30 Hopkinson Way, West Portway Industrial Estate, Andover, Hampshire, SP10 3LF. Our full complaint policy can be found here: BP Rolls Complaints Policy

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