FAQs

Warranty period is always determined on sale of vehicle agreement. Warranty limited to ENGINE & GEARBOX ONLY commence from date of delivery and expires as written in contract of sale.

The warranty excludes any components which are externally fitted with the engine and gearbox such as clutch, water pump, oil pump, alternator and all other components under the hood. Wear and tear related parts such as CV Joints, Brake pads/shoes, Air-conditioning parts and gas, electronic parts, batteries and other items of which condition depends on the way the driver takes care/maintains the vehicle are not covered by the warranty.

1. This warranty is restricted solely towards the cost of parts & labour involved to change or repair of any mechanical parts within the warranty limitations. Seller reserves the right that any works required are to be carried out at Complete Motors Ltd discretion. In this eventuality the purchaser’s hereby binds himself to accept the discretion exercised by the seller to be final and absolute and he shall therefore have no recourse against the seller once this discretion has been exercised.
2. The said warranty shall cease to have effect should it result that the purchaser has failed to maintain the vehicle with required periodic routine services at Complete Motors Service centre with at least one service every 6months.
3. The said warranty shall cease to have effect should it result that the purchaser has failed to notify the seller immediately in writing upon the occurrence of any such defect or if he has made use of parts or materials or has carried out work or repairs without the consent of the seller or if the faults is the result of wear and tear;
4. The purchaser has the responsibility to maintain and service the vehicle’s own cost during the warranty period in order to keep it in optimal working condition. This is important as some faults inside the engine and inside the gearbox are dependent on the proper maintenance of the vehicle. Warranty is only approved subject to a service agreement within Complete Motors Ltd.
5. Notwithstanding the terms of the warranty and notwithstanding any provision of law the seller shall not be responsible with regards to the vehicle for damages and no liability whatsoever shall attach to him in respect of any loss of use or business due to any delay for any reasons whatsoever in the completion of repairs or replacements covered by the seller or by any other warranty established by law or which is due to the late arrival or delivery of the vehicle or of any part thereof;
6. Gearboxes on high performance cars are not covered by this warranty.
7. The purchaser is advised to subscribe to a 24hr roadside assistance service, as this warranty is not a membership for towing / roadside assistance.
8. Any expenses for towing/roadside assistance is not covered.

For additional information and forms for TM transactions, kindly click on the link below:

Transport Malta – Vehicle Forms

Inspection of goods and delivery notes is the responsibility of the recipient.

Any shortage, damage or fitting discrepancy must be notified immediately upon receipt of goods. No goods may be returned without prior authorisation from us. Explanation as to why the part is being returned is required as part of the return process. We cannot accept your return if you have: installed or attempted to install or disassemble the part, painted the part, broken the part, returned the part without original packaging, damaged original packaging, got the part wet, or part has greasy fingerprints. This is a policy implemented by our sources which limits our flexibility and is to be strictly adhered to.

This delivery note is to be brought with part upon return within 14 days of receipt of goods. Otherwise part will not be accepted.Should you have any enquiries concerning this delivery note please contact us. Complaints can only be accepted if made in writing. 

Drop off your vehicle for any service or repairs at our workshop between 07.30 – 8.30am.

Collect your vehicle following the predicted duration from our showroom between 4.30 – 5.30pm.

Delivery and Collection outside our opening hours is also possible by dropping/collecting car key using our KeySafe located next to the letter box (Code ‘321’).

Please note that we also provide collection and delivery from/to any address in Gozo for €10 per journey. In this case please send us your instructions by using google map location.

OUR LOCATIONS
Workshop: https://goo.gl/maps/uVHbkthrtKh5uxBq7
Showroom: https://goo.gl/maps/J1HZFUp8CMUhFurcA
Yard: https://goo.gl/maps/d9Xe33oU3rjC8gfQ7

Repairs are subject to parts availability. Estimated Time Arrival of parts on order are approximately 3 weeks subject to source availability and shipping. 

Vehicles for Car Wash and/or Detailing should be brought to our workshop 15 mins before, and collected 3hrs following the booking time. Please request a specific time of collection if different. 

Delivery and Collection outside our opening hours is also possible by dropping/collecting car key using our KeySafe located next to the letter box (Code ‘321’).

Please note that we also provide collection and delivery from/to any address in Gozo for €10 per journey. In this case please send us your instructions by using google map location.

OUR LOCATIONS
Workshop: https://goo.gl/maps/uVHbkthrtKh5uxBq7
Showroom: https://goo.gl/maps/J1HZFUp8CMUhFurcA
Yard: https://goo.gl/maps/d9Xe33oU3rjC8gfQ7 

PARTS on order are subject to full payment in advance or minimum 50% deposit. Quotation is valid for 15 days. SERVICE & REPAIRS quotation is to be considered as an estimate subject to change due to any hidden damages. Discrepancy in matching parts is at customer’s liability unless a correct VIN or Part number is provided. Fault related services are subject to a preliminary diagnose appointment and repairs are subject to parts availability. Diagnostic fee of minimum €25 ex VAT is applicable and will be refunded upon repairs at our workshop. PARTS ETA of ordered goods is from 2 days up to 3 weeks. We cannot be held liable or responsible for any delays on orders of parts or completion of service due to circumstances beyond control. DELIVERY: Inspection of goods and delivery notes are the responsibility of the recipient. Any shortage, damage or fitting discrepancy must be notified immediately upon receipt of goods. RETURN POLICY. Returns are strictly 14 days of receipt of goods. Unaccepted returns: Electrical items; items installed or attempted to install or disassembled; altered, broken, or painted; without or damaged original packaging, wet or greasy. No goods may be returned without prior authorisation from us. Written explanation to [email protected] as to why the part is being returned is required.

You can place your payment digitally using any of the below preferred methods:

> BANK TRANSFER: Complete Motors IBAN: MT75VALL22013000000050011243628

> CARD PAY: https://buy.stripe.com/14kcPL9bIcPI8XS4gg

Bank Details: Bank Of Valletta, Republic Street, Victoria – Gozo Malta.
BIC: VALLMTMT

Please include the Invoice Number to validate the payment. For instant processing please send us the payment confirmation.

• Upon Notification of accident

The timeline of repairs and supply of parts for your accidental car are always subject to your type of insurance policy and any exceptional situations which may arise.

If your vehicle is covered with a Comprehensive Policy we strongly suggest you lodge a claim and let your insurance deal with the other party. If it is Third Party Only Policy approval of repairs and parts are subject to the other party in lodging a claim or not, and also subject to any liability dispute between insurance companies. 

Below is the approximate standard operating process from date of accident to repaired vehicle, subject to exceptional situations which may arise:

1. *Accident Report by Etars/Police > 2 weeks from accident date.
2. *Survey Appointment > 5-7 days from lodged claim
3. Issued Survey Report > 5-7 days
4. Approval for Repairs > 3-5 days from issued survey report.
5. Parts Arrival from Insurance > 3-4 weeks from approval date.
6. Vehicle Repairs > subject to damages

*Comprehensive Policies will be provided survey appointment instantly

Parts are always sourced from the paying insurance. For parts ETA update contact the parts department of the respective sourcing insurance company. 

If the accident is a bumper to bumper collision, then you have to fill out a ‘Front to Rear’ form. For other accidents phone the Traffic Wardens on Tel. 2132 0202. It is strongly advisable to take photos following an accident prior to moving your vehicles, especially if you feel you are not to blame or if a front to rear form will be completed. In bumper to bumper cases only, once photos are taken, you are strongly advised to move vehicle/s to the side in order not to obstruct any oncoming traffic. Then contact us within 24 hours and you will be guided on how to proceed. If you have an accident on a weekend, contact us first thing on Monday morning. The wardens’ report will be automatically sent to the insurance companies of the parties involved in the motor accident. If there are injuries involved, please call the Police.

The standard cover provided by the policy for theft includes cover if the theft is not accompanied by forcible and violent entry into or exit from the building. However, the full theft cover does not apply in cases where the property is being rented out.

High Risk Items are items of contents which are often attractive to thieves. These are televisions, personal computers, audio and video equipment, jewelry, gold, silver and articles of precious metal, clocks, watches, cameras, furs, pictures, works of art, curios and collections of stamps or coins.

All Risks Items are covered whilst temporarily removed to anywhere within the Maltese Islands on an “All Risks” basis. This optional cover is recommended for items that are taken regularly out of your home such as jewelry, articles of gold, silver or other precious metals, watches, and other adornments. Moreover extensions may be obtained to extend the cover to Europe or Worldwide.

By Buildings we mean the actual structure of your house including all fixtures and fittings, outbuildings, garages, greenhouses, photovoltaic panels, solar water heaters, swimming pools, terraces, patios, driveways, footpaths, walls, gates, hedges and fences. The value to be insured is the cost of rebuilding the home as new and not its current market value. The insured value must neither include the value of the land or site upon which the home is built.

Contents includes all the items in your home such as furniture, furnishings, carpets, floor coverings, household appliances and equipment, linen, cooking utensils and provisions, collections, toys, garage equipment, garden equipment, radios, video cassette recorders, Hi-Fi equipment, home computers, frozen foods and provisions, sports equipment, cycles, furs, jewellery, watches, cameras and other valuables.

The basis of cover under this section is on a new for old basis and the sum insured must therefore represent the cost of replacing all the contents of your household as new.

Please read carefully the following Terms and Conditions (including Charges) which are applicable to the roadside assistance service provided by covering the geographical area of Malta and/or Gozo. Kindly note that Special Charges, Terms and Conditions apply. Please refer to respective sections below. You may refer to our updated Terms and Conditions at our website http://completemotors.com.mt/ufaq/roadside-assistance/

Definition of words

The words or expressions listed below have the following meaning when used in this document:

We/us/our/company	Complete Motors Ltd. (CM)
The contractor/service provider/CM	CM Recovery Towing Service his staff and vehicles providing the service.
You/your	The policy holder or any authorised driver as outlined in the policy schedule.
Roadside assistance	Assistance when the vehicle is disabled due to a mechanical or electrical failure or due to an accident (unforeseen event causing damages to the vehicle).
Usual place of residence	Home address in Malta or Gozo or closest accommodation facility.
Period of insurance/membership year	The period shown in the schedule of your motor insurance policy and any further period for which we accept your premium.

1. Membership

To be eligible for service, members must hold a valid insurance certificate. Membership is strictly not valid if insurance cover is not commenced and renewed consecutively at Complete Motors Ltd offices. Membership of the service will only become valid three (3) days after the effective date of the insurance start date. The certificate should always be presented to the driver of the tow truck. The membership entitles you to UNLIMITED CALLS subject to the terms and conditions.

2. Calling for Roadside Assistance

If assistance is required, please call on 79793288 / 21553288. When calling for assistance you must quote the registration number plate, make, model and colour.

It is important to explain and confirm the breakdown location and the name of the street. Our team will ask you questions related to the breakdown which must be answered accurately, and they will send assistance to the breakdown site as soon as possible.
Should you manage to repair the vehicle before assistance arrives, it is important that we are informed immediately, otherwise this will still be considered as a call for assistance and will be deducted from your entitlement of calls. CM reserves the right to refuse service where a call for assistance is made through an unknown or unidentified number, through voicemail or via message.

3. Assistance Provided by Complete Motors

CM will do their best to assist you as quickly as possible. There are occasions when some delay will be unavoidable due to traffic, weather conditions or other circumstances that create a high demand for roadside assistance service.

For protection of your vehicle, service will be rendered only in your presence.
a) CM will provide service on the spot of any minor repairs within a reasonable time and materials used will be charged for separately. The determination of whether a roadside repair is a minor repair and the decision to have the vehicle towed to a garage of the driver’s choice shall be completely at the discretion of the CM representative. If the repair garage or destination suggested by you refuses to keep the vehicle, you will be towed to your place of residence or another garage at a normal standard charge.

b) If a vehicle is disabled after office hours, weekends or public holidays and the repair garage is closed, the vehicle shall be towed to the member’s residence or to a place of the member’s choice. If service is later required to tow the vehicle to a repairer, this will be considered as another tow. If the towing vehicle arrives on the service location and there is no one attending to the vehicle, the tow truck will wait up to ten (10) minutes and will then leave. A call will also be deducted from your entitlement. A fee of € 40 will be charged for another call out to the same destination within fifteen (15) days.

c) CM may provide transport to the driver of the broken-down vehicle to the destination where the vehicle is being towed or to the nearest bus stop. If the break down occurs at night after ten (10) pm, the driver will be dropped off at his/her residence.

d) If your vehicle has been involved in an accident that requires assistance from the Police or the Wardens, you need to call for roadside assistance only when you have been given the clearance that you can move the vehicle. A fee is payable if the towing vehicle arrives on site and is required to wait until such clearance is given.

e) If the vehicle is located in a basement garage or parking area to which access to the recovery vehicle is limited due to steep or narrow ramps, low ceilings or other similar factors, CM will do their utmost to provide the assistance service, however they may ultimately not be in a position to provide the service required. Any parking fees/fines relating to such situation are fully borne by you.

f) Where there is need for special machinery that is cranes, high-ups etc, in case the vehicle ends up in a field, sandy places, roundabouts or flooding of more than thirty (30) centimetres (cm) of water etc., specific charges for the hire of special machinery will be fully borne by you.

g) CM will only tow vehicles supplied with a tow hook. The contractor reserves the right to decide to charge a fee for subsequent calls if in their opinion the condition of the vehicle is likely to incur more breakdowns. You will be informed of this matter in writing and Complete Motors Ltd will be sent a copy of this correspondence.

4. Service Relating to battery failure.

In the event of the vehicle being immobilised due to a battery problem, the service provider will assist you with a battery boost service. The contractor reserves the right to charge a standard non-member fee where the cause of breakdown is a flat battery again within 15 days.
The fee will have to be paid before the assistance is provided. At your option, a replacement of the vehicle’s battery on the spot can be arranged, if in the opinion of the contractor this is necessary, provided that the battery is available in stock. You will be quoted the price of the battery and payment must be affected prior to the battery being installed. After the battery has been replaced on the spot you are entitled to have your electrical system checked at no cost at the contractor’s garage.

5. Running out of Fuel

If your vehicle runs out of fuel, our contractors will provide you with an emergency supply of fuel, for which you will have to pay upon delivery. The service is free of charge for your first request, however if you request the same service within the period of insurance, the contractor is entitled to charge you a service fee of €15 in addition to the cost of the fuel.

6. Assistance to gain access to your vehicle

In the event that the vehicle’s keys are damaged, lost or locked by mistake in the vehicle you are entitled to assistance from the service provider. Alternatively, you may request for your vehicle to be towed to a destination of your choice in Malta or Gozo.
This locksmith service will be provided free of charge for your first request, however if the service is required more than once n the same insurance period contractor will provide the service at a fee of € 40.
CM are not responsible for any damages to the vehicle because of their attempt to gain access into your vehicle.

7. Flat tyre assistance

CM will replace a faulty tyre if it is safe to do so and if the vehicle is equipped with a roadworthy spare wheel, lock nuts and any special tools required. If a spare wheel or kit is not available or if the vehicle has more than one flat tyre, the contractor will tow you to the nearest vulcanizer, repair shop or your residential address. The roadside assistance does not include the cost of repairing any tyres, wheels or accessories. CM may also offer a mobile tyre service at the cost of € 25.

8. Transport between Malta and Gozo

If the vehicle is normally based in Malta and assistance is requested while in Gozo, or vice versa, a fee of €65 to cover expenses of crossing over included but not limited to Gozo Channel ferry, the contractor’s driver and the recovery vehicle will be borne by you and must be paid before the service is provided.

9. Membership does not cover the following:

a) Insurance Policy is not commenced and renewed consecutively at Complete Motors.
b) Towing the vehicle from one repair garage to another.
c) Towing of a vehicle carrying a heavy load.
d) Towing of a vehicle that has been vandalised or stolen.
e) The replacement of the wheel rims.
f) When the vehicle has no number plates, no assistance will be given, unless a proof of valid insurance certificate corresponding to respective logbook is provided.
g) When damage to the vehicle is a consequence of the driver’s state of intoxication and/or the recreational use of drugs, toxins, narcotics, or other psychotropic substances.
h) If a member is towing a trailer behind his vehicle, cover is not provided for the object being towed.
i) The service does not include free assistance at any racing track, car shows, and anywhere that is not an asphalted road.
j) CM drivers reserve the right to refuse to allow pets on board a tow truck.
k) CM reserves the right not to provide roadside assistance if it could place the tow truck and/or personnel in any danger.
l) Assistance to gain access to your vehicle if keys are damaged, lost or locked by mistake in the vehicle. Service may be offered at a charge.
m) European Roadside Assistance.
n) Any means of transport not listed in clause 15.

10. General Conditions

a) Your vehicle must be maintained in a road worthy condition and in good running order.
b) Your entitlement of the roadside assistance service will be valid until the renewal date as stated in your policy certificate. The entitlement is not transferable or refundable.
c) Please make sure you are given receipts for any additional service rendered by the contractor.
d) Any fees or amounts payable to the contractor are payable in cash only.

11. Important Notes

Complete Motors Ltd assumes no responsibility for any personal items left in the vehicle and for damages to the vehicle resulting from the rendering of service by CM. CM will bear responsibility for the towing of the vehicle but shall not bear the responsibility of damage occurring to the towed vehicle during the towage operation, or for any delay or consequential loss, unless the member can provide proof that the service provider and/or his employees have carried out the service with negligence and have not used the required skills or tools to perform the required service. While your vehicle is being towed, CM will not be responsible for any damages caused to any low-hanging spoilers or because of your vehicle having a modified suspension. The contractor shall be released of all liability when it is unable to carry out any of the services covered by the membership due to force majeure.

12. Complaint’s Procedure

CM are committed to providing you with a good standard of customer service. Should you feel that CM have failed to do so, please take up the matter kindly submit a complaint in writing providing Complete Motors Ltd with details relating to the incident and the matter will be taken up with CM.

13. Governing Law

These Terms and Conditions are governed by the Laws of Malta at Gozo Courts.

14. Service Rates Charge

TYPE	MEMBER	NON – MEMBER
Private & Commercial Vehicles Up to 3.5 Tons Less than 15yrs old.	FREE – Unlimited Calls	€40 per call
Private & Commercial Vehicles Up to 3.5 Tons Older than 15yrs Old	€18 – Unlimited Calls	€40 per call
Vehicles for Carrying Passengers, Hire and Leasing Up to 3.5 Tons.	€18 – Unlimited Calls	€40 per call
Motorcycles / Quadbikes	€18 – Unlimited Calls	€40 per call
Vehicles over 3.5 Tons Agriculture Tractors & Heavy Commercial	PRICE ON REQUEST	PRICE ON REQUEST

ROADSIDE ASSISTANCE* 79793288 / 21553288 *Free service is limited to vehicles up to 15Yrs old. T&Cs Apply

Comprehensive Road Side Assistance

https://www.elmoinsurance.com/sites/default/files/Elmo_RTS%20Terms%20and%20Conditions%20leaflet%202024_0.pdf

You can place your payment digitally using one of the below preferred methods:

> BOV PAY: 79553288

> BANK TRANSFER: Complete Motors IBAN: MT87VALL22013000000050013368682

> CARD PAY: https://buy.stripe.com/dR65kQ9p27qV2nS144

Bank Details: Bank Of Valletta, Republic Street, Victoria – Gozo Malta.
BIC: VALLMTMT

Please include the Policy Number to validate the payment. For instant processing please send us the payment confirmation.