Frequently Asked Questions

• QCan I service my car at Phil Gilbert Toyota even if I didn’t buy it from you?

  Yes. Our technicians can provide most maintenance and repairs on any car, whether you bought it from us or not.

• QWhat does the payment of the online deposit mean?

  The payment of the deposit means that You have purchased this vehicle at the “advertised price” plus government fees and charges and any additional accessories.  You now have 48 hours to enter into a written contract with Phil Gilbert Toyota (“Us/We”) to document the purchase of the vehicle and to provide Us with a copy of your Driver’s licence. You must act within 48 hours of payment of the deposit or We will rescind the contract.
  
  The “advertised” price is the price for which the vehicle was advertised when You paid the online deposit. The advertised price does not include any additional accessories that You choose to add. Nor does the advertised price include government fees and charges. These additional charges will be itemised in the Used Vehicle purchase contract and added to the advertised price to make the purchase price, the final price You agree to pay. 
  
  If You wish to purchase more than one vehicle, You will need to pay a deposit in respect of each vehicle You wish to purchase.  

• QWhat is car subscription?

  Car subscription gives you the freedom to choose a subscription plan to suit your lifestyle, taking away the locked in commitment of car ownership.

  We have a huge range of cars to choose from, anything from small hatchbacks, to large family SUV’s. We even have utes and vans available as well as EV’s and sports cars. If its in stock, it's probably available for subscription. VIew our stock and make an enquiry.

  All on-road costs such as registration, insurance, servicing, and maintenance are paid for by PGMG – all you have to cover is fuel and tolls. No long finance commitment, just a 3 month minimum subscription term.

• QHow will I know if there’s a recall?

  If you have registered your vehicle, the manufacturer will notify you if there’s a safety recall by sending you a letter in the mail. Please do your part and make sure your vehicle registration is current, including your up to date mailing address.

• QWhat documents will I need to bring with me?

  At Phil Gilbert Toyota, we may require you to bring identification documentation, proof of income and proof of residence.

• QWhy buy it when you can subscribe it?

  Subscribing with PGMG gives you flexibility to drive a car that suits your lifestyle now, and where you can change vehicles regularly to suit any changes that may influence the type of car you need.

  Don’t always use your car?

  If driving is not your primary form of transportation or you don’t want to deal with the ongoing maintenance associated with full-time car ownership, then subscription is a good alternative to car ownership.

  Surprised by unexpected car maintenance or repair costs before?

  With car subscription, all ongoing maintenance and unexpected repairs are completely covered.

  Solid and predictable Budget?

  With the rising cost of car ownership, incorporating your car into the household budget can be difficult. With car subscription, you only have one affordable weekly payment to consider.

• QWhat should I do next?

  If you have received a recall letter, please contact us to book in your recall appointment, you can contact us by phone on 02 9735 8400 or by email on customer@philgilbert.com.au  Please have your recall letter or VIN or chassis number handy as we will need this information to best assist you.

• QDoes it have to be a Toyota to service with you?

  No, we service most makes & models. We offer upfront pricing on our most popular services.

• QHow old do I have to be?

  Minimum is 18 years old.

• QWhat do I have to do within 48 hours of the payment of the online deposit to complete the purchase?

  You must enter into a Used Vehicle purchase contract with Us to purchase the vehicle at the purchase price, being the advertised price, plus any government fees and charges and the cost of any accessories You choose to add.  

  To enter into a Used Vehicle purchase contract within 48 hours of the payment of the online deposit You must take these steps; 

  • sign a Used Vehicle purchase contract provided by Us; and  
  • provide Us with a copy of your Driver’s licence.  
• QWhat if I choose not to proceed to complete the purchase of the vehicle?

  Should You fail to enter into a Used Vehicle purchase contract with Us within 48 hours of the payment of the online deposit, We will rescind the contract, and We will refund your online deposit to You.  

  In the case of You failing to enter into a Used Vehicle purchase contract with Us within 48 hours of the payment of the online deposit, your online deposit will be refunded to You.  The online deposit can only be refunded to You by a direct credit to an Australian bank account held in your name.   

  To enable your online deposit refund to be processed You will need to provide Us with BSB and account details of an Australian bank account in your name. The refund will usually occur within 5 business days of your account details being provided to Us. 

• QWhat is included in my car subscription plan?

  Subscription is all about flexibility so we’ve come up with three simple car subscription plans for you to choose from. No matter which plan you go for, you’ll always get choice, flexibility, financial freedom, speed of approvals and safety.

  PGMG Subscription plans include the cost of registration, insurance, servicing, maintenance and roadside assistance. You will need to cover any additional costs for fuel, tolls and kilometres travelled above the weekly limit of your plan.

• QWhere are your Service Departments located and their phone numbers?

  644 Parramatta Road
  Croydon NSW 2132
  Ph: 02 8799 7577

  144 Frances Street
  Lidcombe NSW 2141
  Ph: 02 9735 8411

• QCan I get finance if I am casually employed?

  We may be able to assist most casually employed guests. It’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QWhere can I find more information on the recall and the reasons for it?

  You can find this information on toyota.com.au 

• QWhat terms and conditions apply to the Used Vehicle purchase contract?

  They are detailed in the Used Vehicle purchase contract and will be provided to You by Us.  

• QI no longer own the car referred to in the recall letter, what should I do next?

  Please complete the form provided with the recall letter and send it to Toyota Australia in the reply paid envelope provided. If you have lost the information call the Toyota recall campaign helpline on 1800 987 366.

• QWhat are your Service Departments hours of operation?

  Opening Hours for both locations are:

  Monday to Friday - 7:30 AM to 5:00 PM
  Saturday - Closed
  Sunday - Closed

• QWho owns the car?

  Gillen Motors Pty Ltd trading as Phil Gilbert Motor Group is a registered and licensed motor dealer in NSW.  We own all of the vehicles that are available for subscription. We take care of  the registration, insurance and maintenance of your car – including anything that may go wrong* – so you get to enjoy all of the benefits of car ownership with none of the headaches. *that’s not your fault

• QCan I get finance if I am part time employed?

  We may be able to assist most casually employed guests. It’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QDo you offer transport options after I drop my car off for a service?

  We offer a range of transport options to help get where you need to go after you've dropped your vehicle off for its service. Click here to view the various options. 

• QWhat is a VIN?

  The Vehicle Identification Number (VIN) is 17 character unique serial number used by the automotive industry to identify individual vehicles. It is displayed on the registration certificate and can also be found on the vehicle itself – either on the compliance plate located in the engine bay or on one of the door posts (where the door latches when it is closed), or on the passenger side windshield.

• QCan I get finance if I am on Centrelink benefits?

  We may be able to assist you, but it’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QWhat checks will be performed when I apply for a PGMG subscription?

  When you apply for subscription, an identity check and credit report check will be performed. We may also request documents including utility bills, bank statements and pay slips as part of our commitment to responsible spending. The credit report check will appear on your credit history.

• QIs my car safe to drive until I have had the recall work completed?

  For all current recall campaigns (as at May 2017), Toyota have not put stop to driving affected vehicles. Yes, your vehicle will be safe to drive.

• QCan I wait at the Dealership when the service is being done?

  Yes, you’re welcome to enjoy our guest lounge areas. It’s best to discuss the 'While You Wait' service with our Guest Service Representatives, so get an ideal on how long the wait may be.

• QCan I subscribe even if I have bad credit?

  Maybe, we’d love to help you consider whether this product is for you. Get in touch with us to find out. Unlike car finance, with car subscription you are not locked into any long-term contracts so you are welcome to return the car any time after the minimum subscription term.

• QCan I get finance if I am on either an age or disability pension?

  We may be able to assist you, but it’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QCan I get finance if I am unemployed?

  We may be able to assist you, but it’s best to speak to one of our finance specialists in relation to the specific credit criteria.

• QWhat is the cost of car subscription?

  Because every subscription is tailored to your needs, the costs to you will depend on the plan and car that you choose. Call our team on 02 9735 8400, or email subscription@philgilbert.com.au to find out more.

• QDo you use Toyota Genuine parts for the recall work?

  Yes we always use Toyota Genuine parts.

• QHow can I make a service booking?

  There are a couple of ways – you can either:
  Book online – click here & we’ll take you there now!
  Call our Guest Experience Centre on 9735 8411 and we’ll take your booking over the phone

• QIs my warranty affected by the recall work?

  No your warranty won’t be affected by this recall work.

• QDo I pay ongoing membership fees?

  No, you only pay your regular subscription payments while you are subscribed. There’s no membership or joining fees payable.

• QHow long does the finance application take?

  The finance application normally takes between 10-20 minutes.

• QCan I service my car if it's fitted with an interlock device?

  We are happy to accept service, repair and diagnostic bookings for vehicles fitted with Interlock devices. However, please note that we do so subject to certain conditions as set out here.

• QCan I still get my pink slip if I have outstanding recalls?

  Yes, there are no NSW laws preventing you obtaining a pink slip when you have outstanding recalls on your vehicle.

• QWhich PGMG car subscription plan is right for me?

  Everyone is different, and therefore the most suitable plan will depend on how you intend to use the vehicle. With car subscription, you have several plans to choose from to suit your lifestyle.

• QWhen do I first need to take my vehicle in for Service?

  Effective from 2009, within the first month from delivery of your new Toyota vehicle, we are pleased to offer you a 'Complimentary Vehicle Inspection'. This inspection is complimentary and there is no requirement for Engine Oil or Oil Filter change at this time. Please refer to the rear of the Inspection voucher (can be found at the front of your Warranty & Service Handbook for a comprehensive description of General & Engine inspection items).

• QHow long does my approval take?

  We have most approvals within 24 hours normally once all the required information is received. Certain circumstances might mean it can take a little bit longer.

• QHow often does my vehicle require servicing?

  This depends upon the vehicle and its operating conditions. It is recommended you consult your Warranty and Service Handbook to determine the correct servicing schedule. Vehicles operating under severe conditions will require more frequent servicing. Following the recommended service intervals (also available here) will help ensure your vehicle remains in top condition. We can assess your individual circumstances and advise you on the most appropriate maintenance schedule for your needs.

• QWhere can I get the recall work carried out?

  Phil Gilbert Motor Group can carry out this work at either our Lidcombe or Croydon Service Departments. Bookings are essential. Please contact us to book in your recall appointment, you can contact us by phone on 02 9735 8400 or by email on customer@philgilbert.com.au  Please have your recall letter or VIN number handy as we will need this information to best assist you.

• QCan I get a quote over the phone?

  Please speak to one of our finance specialists on (02) 9735 8400 or use our enquiry form here.

• QHow much is the refundable deposit for subscribing?

  The minimum security deposit amount on subscription is $500 which is fully-refundable at the conclusion of your subscription as long as the car is returned in good condition and your subscription is in good order.

  Depending on the result of the instant online assessment, your security deposit amount may be $500, $1,000 or $2,500. You can reduce your security deposit amount by paying a non-refundable weekly $25 Assessment Premium which is payable for the duration of your subscription.

• QHow long will I have to wait for a recall appointment?

  Waiting times can vary based on parts availability and workshop scheduling. Please be prepared to wait up to 4 weeks for an appointment. Please contact us to book in your recall appointment, you can contact us phone on 02 9735 8400 or by email on customer@philgilbert.com.au Please have your recall letter or VIN number handy as we will need this information to best assist you.

• QCan I request to have someone come to my work place for the application?

  Yes, this will need to be arranged in advance but we are more than happy to come to you. Please speak to one of our finance specialists on (02) 9735 8400 or use our enquiry form here.

• QApart from the pre-scheduled service intervals, do I need to have my car serviced at other times?

  It's always important to listen to your car and deal with any concerns immediately. If you do experience anything that may feel or sound unusual, make sure that you contact us so we can arrange a time for you to bring your vehicle in to investigate the cause.

• QHow will my payment be processed?

  You will need a valid credit or debit card in your own name to place your refundable security deposit when making your Subscription booking. After placing your deposit, you can choose to pay using a credit or debit card, or through banking direct debit.

• QWhat days of the week can I book a recall appointment?

  We carry our recall work at Lidcombe and Croydon on Monday, Tuesday, Wednesday and Thursdays only. Please contact us to book in your recall appointment, you can contact us phone on 02 9735 8400 or by email on customer@philgilbert.com.au  Please have your recall letter or VIN number handy as we will need this information to best assist you.

• QWhat is Loopit?

  PGMG Subscription is part of the Loopit provider network for car subscription, allowing you to subscribe to drive for an affordable recurring payment. PGMG will manage your ongoing subscription and payments using Loopit and you can expect to receive some emails and payment notifications from Loopit as well.

• QIs servicing more expensive that an independent/non Authorised repairer?

  This is one of the great myths of modern motoring! It cost no more to service with the experts at Phil Gilbert Toyota. Our Service Department provides excellent price competitive servicing and when you take into account the benefits of having Toyota Trained Technicians using warranted Toyota Genuine Parts, there really is no comparison. You’ve made a significant investment, let us help you take care of your vehicle.

• QDo you also do insurance?

  At Phil Gilbert Toyota, we also can provide insurance through Toyota Insurance. For more information please speak to one of our insurance specialists on (02) 9735 8400 or use our enquiry form here.

• QWhat are the costs involved in the recall appointment?

  There is no charge to you for the recall work carried out during an appointment.

• QOther Finance and Insurance Enquiries

  Please contact Phil Gilbert Toyota’s Finance & Insurance Specialists on (02) 9735 8400 or use our enquiry form here to find out more about our flexible finance and insurance options.

• QI've just taken ownership of a used Toyota. What do I do?

  Firstly, if you didn’t buy it with us, contact us to arrange a time to inspect the vehicle. That way, any potential problems can be rectified immediately. Then simply continue getting your car serviced according to the maintenance schedule in your Warranty & Service Handbook. It is also important that you complete the Change of Ownership form located at the back of the Warranty & Service Handbook and return it to Toyota so that you can be contacted with information pertaining to your Toyota vehicle in the future.

  If the Warranty & Service Handbook is not available contact us, and we can order a replacement Warranty & Service Handbook on your behalf.

• QIs there a limit to how far I can drive?

  Yes, our written permission is needed to drive interstate with a PGMG subscription.

  Each plan has its own weekly kilometre limit with excess kilometres charged at a rate of $0.33 per kilometre as part of your subscription each billing cycle, depending on usage.

  The weekly kilometre allowance of your chosen plan can be used over the entirety of your chosen billing cycle – either weekly, fortnightly or 4-weekly. For example, if you choose to make payments on a fortnightly billing cycle on the Savvy plan, you will receive 900km to use over the two week period, rather than 450km to use each week.

  The weekly usage is measured using GPS and may not reflect the vehicle’s odometer. Unused kilometres do not rollover between billing cycles. Kilometre usage cycles may not reflect your billing cycle. If pain persists, see your doctor. Oops sorry, not that last bit – unless of course you are in pain.

• QHow long will the recall appointment take?

  We will required your vehicle for a minimum of 3 hours. However it may be necessary to leave your vehicle with us for a longer period. We will advise you of the time required at the time of booking.

• QHow is kilometre usage charged?

  Any additional kilometre usage is charged at each billing cycle during your subscription. We think a pay-as-you-drive approach is much fairer and more transparent than the bill shock that may come from receiving usage charges at the end of your subscription.

  It also allows you to understand your driving habits and provide you with an opportunity to move on to a different plan with a more appropriate kilometre allowance to suit your lifestyle.

• QWhat is Toyota's Roadside Assistance telephone number?

  1800 176 837

• QHow often are subscription payments due?

  When you subscribe, you have the choice between weekly, fortnightly or 4-weekly billing cycles. All payments are made in advance through your chosen payment method.

• QIf I have any problems with my Toyota during the warranty period, what is the best way of getting my

  Your Toyota warranty provides comprehensive security against any unlikely faults in the performance of your new Toyota. However, if you need repairs or work done to your car, don't hesitate to contact us. Phil Gilbert Toyota is committed to providing any Warranty Repairs you may need - and we have the technology, tools and skilled personnel to keep your Toyota in excellent condition.

• QWhat are the costs involved in the recall appointment?

  There is no charge to you for the recall work carried out during an appointment.

• QCan I return my car before the minimum subscription term?

  An early termination fee applies if you choose to return your subscription vehicle before the minimum term has expired.

• QHow long will the recall appointment take?

  We will required your vehicle for a minimum of 3 hours. However it may be necessary to leave your vehicle with us for a longer period. We will advise you of the time required at the time of booking.

• QIf I leave a lengthy time between services, will this impact my warranty?

  Regular scheduled servicing is vital to maintain the performance of your car. You should always follow the recommended service intervals as outlined in your vehicle Warranty & Service Handbook, including any additional service requirements that your vehicle may need. Your Toyota warranty does not cover damage caused by inadequate maintenance.

• QDoes Phil Gilbert Toyota offer loan cars or a courtesy bus to recall guests?

  We offer a complimentary courtesy bus service from both our Lidcombe and Croydon Service Departments. This is offered within a 3km radius of the Croydon Dealership & 5km radius of the Lidcombe Dealership. We also have courtesy cars available. They are $44 per day and must be pre booked.

• QWhere do I go for service after my warranty expires?

  If you've had your Toyota serviced at Phil Gilbert Toyota for the length of its warranty you'll no doubt find that it's in excellent condition. So why would you risk going elsewhere now? After all, we have the facilities and the qualified Technicians to keep your Toyota genuinely better.

• QHow do I return the car?

  You will be required to bring the car back to the collection point at the agreed time. A visual inspection of the vehicle will be conducted to ensure the vehicle is in the same condition as when it was collected.

• QHow do I collect the vehicle?

  On the day your subscription begins, you can collect the vehicle from PGMG at our Lidcombe showroom. Only the main subscriber is permitted to collect the vehicle.

  You will be required to bring your driver’s licence to confirm your identity and a valid toll tag to install into the vehicle before you will be permitted to collect the car.

• QCan I book additional service work to take place at the time of the recall appointment?

  Yes, of course. Please let us know your requirements when you call to book. We will provide a quote based on your requirements.  

• QWhat happens if I lose all the keys to my vehicle?

  You must contact Phil Gilbert Toyota so we can obtain a price for you and order a replicated key upon your approval. It is possible that the Engine Control Unit may also need replacing. We will work with you to organise another key replacement.

• QShould I use fluid additives like coolants and fuel enhancers?

  Your Toyota is engineered to perform at its best without further additives other than the Toyota Genuine Fluids and Lubricants supplied by us at the time of servicing your car.

• QCan I add another driver on my subscription?

  Absolutely, as long as they meet the same eligibility criteria, you can add up to 5 additional nominated drivers to your subscription for $25 per week, per driver. Only nominated drivers are covered by your PGMG subscription insurance.

• QWhat information do I need to make a booking?

  If you are an existing Phil Gilbert Motor Group guest we will require your vehicle registration number. If your vehicle has not been serviced at Phil Gilbert Motor Group, please have your VIN or chassis number handy when contacting us.

• QHow do I order a new manual for my Car?

  Please contact our Guest Experience Centre on (02) 9735 8400 and select ‘Parts Department’ who will be able to assist you with ordering a new manual for your vehicle.

• QWhat happens when the car needs to be serviced?

  Routine servicing and maintenance is complimentary throughout your subscription at authorised service centres only. When your vehicle indicates a service is required, either displayed in the instrument panel or according to the service sticker on the windshield, you should contact PGMG on 02 9735 8400 or at subscription@philgilbert.com.au

• QTakata Airbag Recall - Learn More

  Click Here

• QWhat about fuel?

  Fuel is one of the few costs that is not included in the price of your subscription.

• QHow do I order a new Service Logbook for my car?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will direct your call to our Service Advisors. You will need to have your VIN/Chassis number ready. Logbooks may take up to 10 days to arrive and a deposit and proof of ownership is required prior to ordering.  In order to receive the documentation, you will be required to visit our Service Department and provide your show registration papers.

• QWhat is the insurance excess?

  In the event of a claim, the standard insurance excess payable is $3,500. This is payable whenever a claim is made and is refundable where you are found to be not at fault and payment is recovered by the other party.

• QMy battery was changed/disconnected and my radio is asking for a pin code – how do I get a pin code?

  Pin codes for Toyota’s are coded by the selling Dealer prior to delivery of the vehicle when the vehicle is new.  Each selling Dealer has their own unique code. If you have not purchased your vehicle at Phil Gilbert Toyota, please call the original selling dealer for assistance. If you have purchased at Phil Gilbert Toyota, please call our Guest Experience Centre on (02) 9735 8400 and they can assist you.  Toyota pin codes are 3 digits and a step by step procedure on how to enter your pin code can be found in your owner’s manual. In the event that we cannot provide the pin code due to the vehicle changing owners and pin codes have been re-entered/personalised, a radio de-code will be required and can be arranged through the Guest Experience Centre.  If you are not successful obtaining the pin code from your selling Dealer, get in touch and we hope to be able to assist you!

• QCan I purchase tyres through Phil Gilbert?

  Yes you can! We do require you to book in for this service to allow our Service Advisors to order the tyres and fit them on the day.

• QCan I reduce the insurance excess?

  Yes, you have the option to reduce your standard insurance excess to $1,000 with Liability Protection for $25 per week.

• QHow do I know who my CTP is through?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will put you in touch with our Business Managers to assist.

• QWhat if I damage the car?

  We understand that accidents can happen. The cost to repair any damage will be subtracted from the security deposit before being refunded. Where the cost of repair exceeds the value of the security deposit, you will be required to cover the cost of repair up to the damage excess amount.

• QWhat is the minimum subscription period?

  The minimum subscription period depends on the plan that you have chosen, starting from 60 days. You are welcome continue to subscribe for as long as you like. If you choose to swap or return your car before the minimum subscription period then an early swap or return fee may apply.

• QWho am I insured with?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will put you in touch with our Business Managers to assist.

• QWhat is included in my car subscription plan?

  All PGMG Subscription plans include the cost of registration, insurance, servicing, maintenance and roadside assistance. You will need to cover any additional costs for fuel, tolls and kilometres travelled above the weekly limit of your plan.

• QI want to know what my payout figure is?

  Please contact our Guest Experience Centre on (02) 9735 8400 and we will put you in touch with our Business Managers to assist.

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