01/10/2026
IMPORTANT UPDATE FOR ALL OUR NEW & EXISTING CUSTOMERS
Hi everyone,
We would like to take a moment to make an important update for all of our new and existing customers.
As many of you already know, Florian Motors is a family-run business, and we always do our best to provide a high-quality, honest and professional service. We take great pride in the work we do and we genuinely care about the vehicles we work on.
However, as the business continues to grow and we become busier and busier, there are a few things we need our customers to understand and respect.
1. DISCOUNTS & PRICE NEGOTIATIONS
Please stop asking for discounts once a price has already been agreed and the work has been completed.
If we have inspected your vehicle, discussed the work with you, provided a price and you have agreed to proceed, that is the agreed price for the job.
Once the work has been completed, please do not ask us to reduce the price.
We understand that you may find another garage that will carry out a particular job for £20 or £50 less. That's absolutely fine — every garage has its own pricing, working methods, parts suppliers and operating costs.
We do not cut corners to make our prices cheaper.
If you have found somebody who can do the job cheaper and you would prefer to use them, there is absolutely no hard feeling — please use them from the beginning. We would rather be clear about this than have an uncomfortable conversation when the job is already completed.
Our prices reflect the time, labour, equipment, parts, experience and responsibility involved in carrying out the work properly.
We are currently extremely busy and booked well in advance, and unfortunately we simply don't have the time to negotiate every job.
We are already doing our best to help as many customers as possible by squeezing additional work between existing bookings.
We have even started becoming more selective about the work we accept because we need to make sure we can maintain the standard of service we provide.
So please understand that our prices are not a starting point for negotiation.
2. DELAYS & COMPLETION TIMES
We would also like to apologise in advance if there are sometimes delays with your vehicle.
Unfortunately, vehicle repairs do not always go according to plan.
A job that we initially expect to take 2 hours can sometimes turn into a 4–5 hour job because of seized bolts, additional faults, damaged components, difficult access or unexpected problems discovered during the repair.
This is part of working in the motor trade and can happen with any vehicle.
Unfortunately, when one job takes considerably longer than expected, it has a knock-on effect on all the vehicles booked afterwards.
We understand that everyone has plans and needs their vehicle back, and we genuinely do our best to keep everything running on schedule.
However, sometimes we cannot predict what we will find until we start working on the vehicle.
We therefore kindly ask for your patience and understanding if your vehicle is occasionally delayed.
3. COMMUNICATION & TELEPHONE CALLS
I would personally like to apologise to anyone whose calls or messages I have missed.
It is not intentional and I am not ignoring anyone.
Our phone rings constantly throughout the day, and we currently do not have a full-time receptionist.
Even with a receptionist, many customers understandably still want to speak directly with me, which makes managing the phone while working on vehicles extremely difficult.
I am doing my best to return calls and answer messages early in the morning, before starting work, and again at the end of the working day.
We have both a landline and mobile number, and I know many customers have both.
However, after 18:00, please understand that we are also a family.
We have children, we need to eat, have a shower, spend some time with our families and simply switch off after a long working day.
My phone can continue ringing and receiving messages until midnight on some days.
If you call after 18:00 and I don't answer, please leave a message or send a text/WhatsApp message and I will get back to you the following day.
I completely understand that genuine emergencies can happen.
However, repeatedly calling 5–10 times within a couple of minutes will not make me available any quicker.
In fact, when the phone is constantly ringing, it becomes even more difficult for me to see which customers I have missed and return the calls.
One call is enough.
If I miss your call, I will return it as soon as I am available.
Again, we are not ignoring anyone — we are simply extremely busy.
4. VEHICLE STORAGE POLICY 🚨
We are a working garage with limited space, so unfortunately we cannot store vehicles on our premises indefinitely.
Once you have been notified by phone, message or email that your vehicle is ready for collection, or once diagnostics have been completed and a repair estimate has been provided, the following storage policy applies:
• First 48 hours — FREE collection period
• From hour 49 onwards — storage charges will apply automatically
Storage charges are calculated on a calendar-day basis and must be paid in full before the vehicle is released.
This policy also applies to:
• Vehicles left on our premises without prior authorisation
• Vehicles where repair work is declined or not authorised following diagnostics
• Vehicles awaiting a customer decision beyond the 48-hour free period
• Vehicles remaining on our premises due to outstanding payment
• Vehicles that have been completed and are awaiting collection
We simply do not have enough space to keep completed or unauthorised vehicles here indefinitely.
Once the free 48-hour period has expired, storage charges will automatically apply.
5. RISING COSTS & FUTURE LABOUR RATES
Unfortunately, this is probably the least welcome part of this update.
As everyone knows, the cost of running a business continues to increase.
Parts, oils, consumables, electricity, fuel, insurance, equipment, diagnostic subscriptions and specialist tools have all become increasingly expensive.
Modern vehicles are also becoming more technically advanced.
Newer vehicles often require specialist diagnostic equipment, timing belt and timing chain tools, programming equipment and other professional tools in order for repairs to be carried out correctly.
These tools and equipment are not optional if we want to continue providing the standard of work we expect from ourselves.
We have always tried to keep our prices as reasonable as possible while still providing a proper service.
However, with the continuing increase in operating costs, we will need to review and increase our labour rates going forward.
This isn't something we are doing simply because we want to charge more.
It is necessary to allow us to continue investing in the equipment, tools, training and facilities required to work properly on modern vehicles.
Our priority will remain the same:
QUALITY WORK
HONEST ADVICE
NO SHORTCUTS
PROPER EQUIPMENT
PROPER REPAIRS
We genuinely appreciate every single customer who supports our family business.
We know we are not perfect, and we know that sometimes we may be difficult to get hold of, sometimes jobs take longer than expected and sometimes things don't go exactly according to plan.
But we can promise that we are doing our absolute best every single day.
We are extremely grateful for the customers who understand how hard our team works and continue to trust us with their vehicles.
Thank you for your continued support.
Best regards,
Florian
Florian Motors
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