COVID Process

Service Protocol to Keep you Safe

As we have seen in recent weeks, the global spread of COVID-19 is impacting us all. Like most we have been carefully monitoring the progression of this disease and have been strictly following the advice of Canadian and Ontario Public Health organizations.  We continue to adhere to their recommendations and have implemented a number of changes within the dealership.  This is to ensure that the safety of our guests and our dedicated team of support personnel are protected as much as possible during these unprecedented times. With that in mind please see our most recent process for servicing and delivering guest vehicles.

As per Health Canada we ask that if you are experiencing the following symptoms:  fever, new or existing cough and difficulty breathing or have returned from any international travel within the last 14 days we kindly request that you reschedule your appointment.

• We kindly request that you attempt to have only one guest per vehicle visit the dealership for the purpose of having your vehicle serviced.
• Please ensure you are wearing a face covering that covers your mouth, nose, and chin, before entering the building.
• Each guest will be received in the drive through area where an explanation of our updated process will be provided. A maximum of two vehicles at a time are permitted in our drive through area. Please feel free to ask any additional questions you may have upon your arrival.
• Guest’s will be informed that a walk around process will be performed on their vehicle along with a complimentary sanitization on the interior of their vehicle. This sanitization will consist of ensuring the steering wheel, shifter, start button, seat belts, door handles (touch points) and general driver’s seat area will be included in the sanitization process as well as a light mist of disinfectant throughout the entire vehicle.
• The time that the sanitization began will be written on the windshield for quality purposes. A period of 10 minutes will be required to ensure proper sanitation to the vehicle has been completed prior to the service being performed
• The guest will then be directed to the service advisor area where physical distancing guidelines have been put in place. Two meter distancing reminders, hand sanitizer and sneeze screens have been implemented for additional protection during the advisor/guest collaboration process.
• All pens intended for guest usage and required signatures are sanitized prior to each use.
• After the sanitization process has been completed our guest’s vehicle will be placed in the dispatch queue for the next available technician to perform our guest’s service request.
• After each technician has completed the guest’s service request and prior to returning each vehicle back to our guest the vehicle is again sanitized in the same way as referenced above.
• After each check out transaction our debit/credit machines are sanitized to allow our next guest to use in confidence.

ADDITIONAL NOTES:

• Another such change is to ensure each vehicle in our Loaner Fleet has been thoroughly sanitized for our guests continued protection as outlined above. At Heffner Lexus we continue to take every precaution available to us to ensure the safety of our guests and assist in efforts to reduce the spread of this disease.
• Our guest lounge and reception area have comfortable sitting areas properly distanced as per physical distancing guidelines to assist in the well-being of each of our guests. Our lounge area is sanitized three times daily and/or after each guest leaves at the conclusion of their service for maximum protection from the virus.
• During these unprecedented times we regret to inform our guests that we are unable to provide a complimentary hand wash at this time as per government guidelines. It is our intent to limit the amount of human exposure to each guest’s vehicle for everyone’s continued protection.

We regret that we are no longer able to serve complementary treats to our guest at this time. However our fresh coffee machine is sanitized regularly and coffee is still available in our reception area.