COVID-19 Adjusted GAIN Group Service Process

Mission: To do our part in flatten the COVID-19 curve on Vancouver Island by providing essential services to our clients in this time of need.

For most of our clients, they still count on us to provide essential services in order to allow them the peace of mind knowing they have a safe and reliable vehicle to attend to their needs. To deliver on this promise, we have modified and implemented within our service appointment, check in and service delivery process to include a very meticulous disinfection procedure on all touch points in and around their vehicle. We have also increased the distance between advisors and clients to maintain proper social distancing.

For clients within the GAIN Group who are more at risk due to age or health, we will be offering services to ensure you remain within the comforts of your home while we offer you the convenience of pick-up and delivery. As of March 25, 2020, this will also include pick-up and delivery of any necessity services you may require including grocery, prescription or other essential items. We will be outlining how you can proceed in a client emailer you of which you can expect to see by March 25, 2020.

Adjusted Appointment Process:

Appointment by phone:

When making an appointment by phone, a trained appointment coordinator will answer and will not only be fluent on your vehicle service needs and repair history, but they will also understand the current conditions to book your appointment in time slots to avoid larger groups of people. Be assured that each advisor work station will be sanitize and disinfected in between each client.

Appointment by E mail:

Our service appointment system is available on the dealership website and will facilitate appointments in the same manner. All appointments will be spread out accordingly to avoid larger groups of people and to give enough time to disinfect the advisor stations between clients.

All updates regarding COVID-19 and our full disinfecting sales and service process is available online.

One Day Prior to Your Appointment

Our receptionist or service appointment coordinator will confirm all scheduled service appointments by phone a minimum of 24 hours prior to your scheduled drop-off time. In addition to the phone call, an automated email from our appointment system xtime will be sent to the client which includes a message regarding our steps to “flatten the curve” on COVID-19.

Any client who wishes to cancel a service appointment due to fears or concerns over COVID-19 is offered the option of a no charge pick-up and delivery service that will include a full sanitization of the interior surfaces prior of the vehicle including the exterior door handles upon return. Please understand that we are open for you and that we are here to provide support and service to assure your vehicle is reliable during the coming weeks.


At the time of check-in, the Service Advisor will perform his normal process of greeting you, inspecting your vehicle and writing up the repair or work order. However, you will experience new steps and procedures during this process such as:

  • We will keep our distance. Advisors will sit further back and we will encourage the use of face masks for the protection of both our customers and our employees.
  • We will disinfect the advisor work station before and after your time there
  • We will disinfect all touch points of your vehicle before we take it in to the service department and of course after we return it to you, including your key fob.
  • Advisors, cleaning and technical staff will all be wearing gloves
  • After we disinfected your vehicle, you will see a card on the dash that makes you aware of the completion of this important step

In Home Pick-up and Delivery

For those who wish to stay in, or for those who are at higher risk such as our elderly clients, we encourage you to opt in for our in-home pick-up and delivery service. One of our representatives will come directly to your home or office to pick-up your vehicle. We will call you to make arrangements and ensure a simple and easy handoff with limited to no contact is in place.

All processes for disinfecting your vehicle prior to and upon return will be implemented in the same spirit. Before we drive off from your home, we will wipe, disinfect and take precautions for our staff and the delivery driver will do the same as the final steps before returning your vehicle and the keys. Prior to delivery, the vehicle will also be sanitized and disinfected. Every small detail counts.

All interactions will be done online or over the phone and you never need to be concerned with the details. You are safe at home and we do the rest.

What We Need from You

There is not much. However, as we try to keep our clients safe, we also want to ensure our employees are safe and as such, we kindly ask that you also do your part to avoid further infections and assure you adhere to current government regulations. Please Do Not Enter our facilities if you feel or show health symptoms that are that of a COVID-19 infection.

The symptoms of COVID-19 are similar to other respiratory illnesses, including the flu and the common cold. They include a dry cough, fever, sore throat and difficulty breathing.

Anyone arriving in British Columbia from outside of Canada will be mandated to self-isolate and monitor for symptoms for a minimum of 14 days upon their arrival. If you have been outside of the province or the country within the last 14 days, we kindly ask that you respect the health and safety of our employees and other clients and do not enter our facilities. We hope to stay open for all of our clients to accommodate the essential service we are here to provide.




COVID-19 Adjusted Sanitation and Disinfecting Sales Process

Each morning, all vehicles within the showroom are cleaned, then immediately after every vehicle showing, test drive and delivery. At any point if someone comes into contact with the vehicles, they are immediately sanitized afterwards. The following process outlines our new vehicle sanitation and disinfecting sales process.

First, clean the exterior of the vehicle:

  • Door handles;
  • Door edge;
  • Trunk latch area;
  • Hood latch area.

Next, the interior driver’s side is cleaned:

  • Steering wheel and steering wheel buttons;
  • Steering column adjustment;
  • Door buttons such as memory seating positions;
  • Interior door handle;
  • Seat adjustment nobs;
  • Push start or ignition switch
  • Window and mirror switch;
  • Signal, cruise control and wiper arms;
  • All buttons front and rear including entertainment console;
  • Shifter;
  • Centre console switches and lever;
  • Screens;
  • Seatbelt and seatbelt buckle;
  • Arm rests;
  • Cup holders;
  • Head rest;
  • Rear view Mirror and garage door opener adjustments;
  • Sun Visors and vanity mirror;
  • Air vent adjustments;
  • A-pillar handle;
  • Gas cover release;

Next, the interior passenger side is cleaned:

  • Interior Door handle;
  • Seat adjustment nobs;
  • Door buttons such as memory seating postions;
  • Window switch;
  • Glove compartment;
  • Sun Visors and vanity mirror;
  • Seatbelt and seatbelt buckle;
  • Sunroof switch;
  • Arm rests;
  • Head rest;
  • A-pillar handle;

Lastly, the back seat is cleaned, including the:

  • Rear seats;
  • Interior door handles;
  • Arm rests;
  • Head Rests
  • Centre console switches, levers, arm rest and cup holders;
  • Seatbelts and seatbelt buckles.

Thank you for your time in reading this message. We are here for you and we look forward to seeing you and your loved ones in the near future and within a COVID-19 free world. Please help us “flatten the curve” from new infections.


GAIN Group of Companies

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