- Jul 13, 2021
- 55
- 154
- Funster No
- 82,651
- MH
- Benimar Primero 202+
- Exp
- Since 1969
Hi all
I bought a brand new campervan in March '22. We had, like most on here, saved long and hard to realise our dream. To date we have met with a dealership, that whilst pleasant, seem totally out of their depth. I don't want to get angry because I don't want to associate the campervan with negativity if that makes any sense to any of you.
I thought a cathartic approach might be to give a short precis of my issues and invite comment from fellow Funsters. My knee-jerk reaction is to take them to court, hang 'em high along with other dastardly, dark thoughts. However, that would then associate the dream with negativity and so am looking at the most creative, sensible and positive way forward.
To that end, I have drafted a short precis of events and am thinking of sending to Trading Standards for their opinion. If any of you fellow members have been in a similar pickle I would welcome feedback.
Cheers in advance.
On 22nd March 2022 I went to collect a brand Compass campervan from SUPPLER part of the SUPPLIER group. We paid £47,000 in advance.
Whilst undertaking the handover the person conducting the handover apologised for his lack of knowledge regarding the vehicle and he was unable to demonstrate many of the facilities supplied within the vehicle. He succeeded in damaging the vehicle by opening the rear door onto itself and forcing the, incorrectly fitted, bicycle rack onto the rear pillar. This had been fitted by the dealership and not the factory. We took photographs of the vehicle. The dealership requested a copy as their camera did not work on the day.
We detailed, in writing, 47 faults including:
The damage caused by the supplier to the vehicle
The non supply of the microwave and it’s specialised housing. This must be ordered at the building stage and cannot be retrospectively fitted.
The fitting of an incorrect solar panel despite a written order.
The fitting of the incorrect fridge freezer. We ordered a 90 litre fridge freezer with removeable freezer compartment. We received an 83 litre fridge freezer with non-removable freezer compartment; a cheaper offering retailing at some £500 less than the item we ordered.
To date the vehicle has been in and out of the dealership to correct the original issues and to date most of them remain outstanding due to the one and only “technician” on site appearing to be out of his depth.
Since purchasing the vehicle, we have spent £7,498.20 on extras to the vehicle including:
The supplier, whilst a very polite company on the whole, have proved incapable of solving even the most simple of issues. We still await curtain hooks for shower curtain; these are specific to the vehicle and not something readily available over the counter.
When visiting the supplier for repairs to be undertaken they promised to valet the vehicle whilst it was with them. We declined this offer as we had just had the vehicle professionally valeted by J&M Cars Ltd Professional Valeting Specialist. Despite this, the supplier washed the vehicle with contaminated cloths micro-scratching every panel on the vehicle including its plastic windows.
We took the vehicle back to J&M Cars Ltd who advised that the micro scratches will not simply polish out. In addition, if an attempt was made to simply polish out the micro scratches then the vehicle would suffer friction burn to the paintwork thus exacerbating the problem.
Whilst initially apologising, in person, for the damage whilst visiting my home, they have now changed their stance to one of denial.
The vehicle, to replace today, would now cost £68,000 as the market has moved on massively in the last 18 months. If we were to buy a replacement vehicle along with the additions we have put on the vehicle then the vehicle would cost approximately £75,500. If we were to buy the vehicle we have now i.e. with the same supplied specification and mileage, according to Autotrader the price would be £59,000. To this, we would then need to add the £7,500 of upgrades we have had installed previously.
I brought things to a head with supplier 31st October 2023 as they seemed to have buried their head in the sand and just kept giving empty promises. I stated to the supplier that
As you have not responded, updated nor carried out the re-re-re repairs that are totally within your scope of control you have left me very little option but to demand the following:
1. All outstanding repairs to be completed by 31st December 2023 including the stop/start issue and faulty fresh water tank.
2. A substantive response to:
a. Your damage to my paintwork and windows.
b. My failed leisure battery.
c. Your fitting of the incorrect solar panel and my having to have it fitted by an alternative supplier.
d. Your supplying a substantially different fridge/freezer which was below the promised specification.
e. The failure to supply a factory fitted microwave on delivery.
Unless you provide me with a reasonable and reasoned, written response to my issues within 7 days of this email I will take action against you without further reference to yourselves.
The supplier responded 6th November 2023 that they would like to have another go at repairing the vehicle, reneged on previous promises and then offered to refund my original purchase price. With regard to my upgrades they simply said “take them off”. I cannot remove the extended Fiat Warranty and it would cost a lot of money to remove the upgrades and would be a rather silly thing to do. For example, how does one remove a reversing sensor from the bumper?
The supplier is fully aware of the market and understands that by refunding my initial spend would put them in an advantaged position. The supplier could possibly make a £12,000 profit by buying the vehicle back without its additions. This is unfair and unrealistic.
Desired Outcome.
Option 1: For the supplier to take the vehicle back at its current market value and pay a reasonable price for all the additions.
Option 2: To arrange for the vehicle to be repaired to my satisfaction by an independent, competent body.
I bought a brand new campervan in March '22. We had, like most on here, saved long and hard to realise our dream. To date we have met with a dealership, that whilst pleasant, seem totally out of their depth. I don't want to get angry because I don't want to associate the campervan with negativity if that makes any sense to any of you.
I thought a cathartic approach might be to give a short precis of my issues and invite comment from fellow Funsters. My knee-jerk reaction is to take them to court, hang 'em high along with other dastardly, dark thoughts. However, that would then associate the dream with negativity and so am looking at the most creative, sensible and positive way forward.
To that end, I have drafted a short precis of events and am thinking of sending to Trading Standards for their opinion. If any of you fellow members have been in a similar pickle I would welcome feedback.
Cheers in advance.
On 22nd March 2022 I went to collect a brand Compass campervan from SUPPLER part of the SUPPLIER group. We paid £47,000 in advance.
Whilst undertaking the handover the person conducting the handover apologised for his lack of knowledge regarding the vehicle and he was unable to demonstrate many of the facilities supplied within the vehicle. He succeeded in damaging the vehicle by opening the rear door onto itself and forcing the, incorrectly fitted, bicycle rack onto the rear pillar. This had been fitted by the dealership and not the factory. We took photographs of the vehicle. The dealership requested a copy as their camera did not work on the day.
We detailed, in writing, 47 faults including:
The damage caused by the supplier to the vehicle
The non supply of the microwave and it’s specialised housing. This must be ordered at the building stage and cannot be retrospectively fitted.
The fitting of an incorrect solar panel despite a written order.
The fitting of the incorrect fridge freezer. We ordered a 90 litre fridge freezer with removeable freezer compartment. We received an 83 litre fridge freezer with non-removable freezer compartment; a cheaper offering retailing at some £500 less than the item we ordered.
To date the vehicle has been in and out of the dealership to correct the original issues and to date most of them remain outstanding due to the one and only “technician” on site appearing to be out of his depth.
Since purchasing the vehicle, we have spent £7,498.20 on extras to the vehicle including:
| 1 | Fiamma F80S Awining | £1,025.00 |
| 2 | Solar Panel and Fitting | £650.00 |
| 3 | Lithium Battery Install and electric upgrade including 2Kw inverter | £2,620.00 |
| 4 | USB Lighting | £60.00 |
| 5 | Roof Rack | £1,000.00 |
| 6 | Dividiing Curtain | £110.00 |
| 7 | Door retainer | £95.00 |
| 8 | Window Opener Restriction Replaced | £60.00 |
| 9 | Protective Seat Covers | £50.00 |
| 10 | Extra USBs, HDMI Sockets, | £263.20 |
| 11 | Battery to Battery maintainer | £105.00 |
| 12 | Cab Lighting and switch | £165.00 |
| 13 | Silver Screens | £205.00 |
| 14 | Extended Vehicle Warranty from Fiat covering the vehicle only in years 3, 4 and 5 | £865.00 |
| 15 | Rear Parking Sensors | £225.00 |
The supplier, whilst a very polite company on the whole, have proved incapable of solving even the most simple of issues. We still await curtain hooks for shower curtain; these are specific to the vehicle and not something readily available over the counter.
When visiting the supplier for repairs to be undertaken they promised to valet the vehicle whilst it was with them. We declined this offer as we had just had the vehicle professionally valeted by J&M Cars Ltd Professional Valeting Specialist. Despite this, the supplier washed the vehicle with contaminated cloths micro-scratching every panel on the vehicle including its plastic windows.
We took the vehicle back to J&M Cars Ltd who advised that the micro scratches will not simply polish out. In addition, if an attempt was made to simply polish out the micro scratches then the vehicle would suffer friction burn to the paintwork thus exacerbating the problem.
Whilst initially apologising, in person, for the damage whilst visiting my home, they have now changed their stance to one of denial.
The vehicle, to replace today, would now cost £68,000 as the market has moved on massively in the last 18 months. If we were to buy a replacement vehicle along with the additions we have put on the vehicle then the vehicle would cost approximately £75,500. If we were to buy the vehicle we have now i.e. with the same supplied specification and mileage, according to Autotrader the price would be £59,000. To this, we would then need to add the £7,500 of upgrades we have had installed previously.
I brought things to a head with supplier 31st October 2023 as they seemed to have buried their head in the sand and just kept giving empty promises. I stated to the supplier that
As you have not responded, updated nor carried out the re-re-re repairs that are totally within your scope of control you have left me very little option but to demand the following:
1. All outstanding repairs to be completed by 31st December 2023 including the stop/start issue and faulty fresh water tank.
2. A substantive response to:
a. Your damage to my paintwork and windows.
b. My failed leisure battery.
c. Your fitting of the incorrect solar panel and my having to have it fitted by an alternative supplier.
d. Your supplying a substantially different fridge/freezer which was below the promised specification.
e. The failure to supply a factory fitted microwave on delivery.
Unless you provide me with a reasonable and reasoned, written response to my issues within 7 days of this email I will take action against you without further reference to yourselves.
The supplier responded 6th November 2023 that they would like to have another go at repairing the vehicle, reneged on previous promises and then offered to refund my original purchase price. With regard to my upgrades they simply said “take them off”. I cannot remove the extended Fiat Warranty and it would cost a lot of money to remove the upgrades and would be a rather silly thing to do. For example, how does one remove a reversing sensor from the bumper?
The supplier is fully aware of the market and understands that by refunding my initial spend would put them in an advantaged position. The supplier could possibly make a £12,000 profit by buying the vehicle back without its additions. This is unfair and unrealistic.
Desired Outcome.
Option 1: For the supplier to take the vehicle back at its current market value and pay a reasonable price for all the additions.
Option 2: To arrange for the vehicle to be repaired to my satisfaction by an independent, competent body.
