Standards slipping under agency model

Fleets have complained that delivery service levels from manufacturers who have switched to an agency model have fallen.

They say that electric vehicles are arriving with flat batteries while petrol or diesel models arrive with little or no fuel.

This is according to The Association of Fleet Professionals (AFP), which says dealer have less incentive to deliver good service under an agency model.

Paul Hollick, chair at the AFP, said: “We are hearing stories, for example, of prestige EVs being delivered with almost no charge and similar situations for petrol cars, which is obviously annoying for the fleet customer who has ordered an expensive, high-quality asset and expects commensurate standards. It’s inconvenient and leaves a poor impression.

“Under the old system, fleets would simply take their business to another dealer holding the same franchise but now that is not really possible, with the local dealer effectively having a monopoly over local deliveries.

“At least one member has complained that they have just placed more than half a million pounds worth of orders with a manufacturer in the full knowledge that the local dealer will make very little effort when it comes to delivery. How this situation is resolved is difficult to say although there are some signs that the future of agency within the motor industry is in flux.

“It certainly adds to the long list of gripes that fleets currently have when it comes to their relationships with some manufacturers.”