Nearly six weeks and I still don't have my motorhome

SirPooley

SirPooley

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Auto-Sleeper Kingham
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Hi. Remember me?

I have previously posted about how I bought a new Auto Sleeper Kingham from Marquis Berkshire (deposit paid 14th Aug, full amount paid 22nd Aug). I won't repeat everything again but suffice to say that I still don't have the vehicle.

Every time I contact Marquis (about ten times over the past weeks) they tell me that they are awaiting the V55 (brand new vehicle registration) from the DVLA. Today I called the DVLA who told me they have no record of the registration request. I immediately called Marquis to find out what's going on.

Turns out the salesperson I dealt with has left. I spoke to another person who was more forthcoming. They have told me that they need to get a code from Peugeot (makers of the base vehicle) which gets sent to the DVLA and that is what they are still waiting for. They only get these codes released to them each Friday. Apparently the person who does that is currently off work. Unbelievable.

The guy I spoke to told me this happens with everyone buying a Peugeot (small comfort) and that I should've been warned (I wasn't). I was told there was nothing they could do other than wait.

I have written to their head office to complain because I find this completely unacceptable. They have £80k of my money and I am paying out for insurance and I don't have my van.

I just don't know what to do any more. I have seriously considered starting a refund process but I really don't want to do that as I have fallen in love with the damn thing and have prepared so much.

It would be bad enough if Marquis were to tell me 'Oh, it'll be another two weeks' or something but they've said they are unable to provide any timeline and are 'in touch with Peugeot every day'. Every week they tell me the same thing, that they hope it will be with them on Friday and then the following Monday they tell me same thing.

I would definitely warn against purchasing from Marquis. This goes beyond bad service.
 
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Right, so yesterday I made an official complaint via the Marquis website. They are very careful not to give out email addresses or phone numbers of their head office, you have to do it via a form.
Here is what I wrote:

Dear Sir / Madam
On Monday 14th August I put down a £3000 deposit on a new Auto-Sleeper Kingham motorhome at your Berkshire branch. My salesperson was **********.
On Tuesday 22nd August I paid the full remaining amount of £75,500. I was told by **** that I could come to collect the vehicle on Tuesday 29th August.
On Friday 25th August I was contacted by the branch to say:
We have just had notification from Head Office that the registration paperwork from DVLA will not be with us in time to register your vehicle for collection on Tuesday 29.08.2023, ***** will be in contact with you and update you further on Tuesday morning.
It is now Friday 22nd September, a full month since I paid the full price on the vehicle and Marquis are still telling me that I cannot have it.
I have just spoken to a different person at the branch who tells me ***** has left. He explained that Marquis is waiting for a release code from Peugeot and these are only released every Friday.
I am extremely disappointed and find it completely unacceptable that this delay was not made clear to me at the time of the purchase. I am now wasting money on insurance that I cannot use, you have £78,500 of my money sitting in your bank account, not mine, and I still do not have the motorhome.
I feel like I was tricked into the purchase because at the time I was told I would be able to pick it up one week after the full payment and only at the 11th hour was told I could not - and that was now almost five weeks ago.
This goes beyond bad service. I will certainly not recommend Marquis to anyone and will inform people of this poor practice.
I would like some kind of information from you to tell me when I will be able to collect my vehicle. The branch have told me they cannot say and that I have to wait for each Friday to come around, only to be told I will then have to wait until the following Friday. Totally unacceptable.

I've just had a reply:

Thank you for your email the contents of which are duly noted. Rest assured this has been escalated to senior managers at Stellantis and they will progress with DVLA for updates on Monday.
Please accept our sincere apologies for the delays in collection of your new motorhome due to the ongoing delay with DVLA issuing new registration codes to Stellantis, to enable them to send the required documents for registration.
Marquis Berkshires newly appointed Branch Manager will contact you directly Monday afternoon with updates.

Never heard Stellantis mentioned before. No idea who they are. Yesterday, when I called the dealership because I'd spoken to the DVLA and they said they had no record of the registration request, they told me that they were waiting for Peugeot, not the DVLA. Someone is clearly lying to me.
I'll see what Monday brings.
 
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Keep reading this saga and not posting but really. Plenty of options turn up at the dealer and demand. Whatever you want demand, drive it away, put wheel and steering locks on the vehicle, put a portable tracker inside, don’t be British. We are too often willing to put up with nonsense like the lies and stories from this dealer. Talk to Daily Mail, Express, don’t mess about the relationship has ended so be tough.
 
Upvote 0
One more thought have Marquis confirmed they have your money. Make sure some rogue salesman or administrator has not been putting their fingers in the company pie.
 
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DT said:
One more thought have Marquis confirmed they have your money. Make sure some rogue salesman or administrator has not been putting their fingers in the company pie.
Click to expand...
Yes, the money was paid directly to Marquis by a bank transfer (I had to go into the bank in person and they do all sorts of checks).
 
Upvote 0
DT said:
Keep reading this saga and not posting but really. Plenty of options turn up at the dealer and demand. Whatever you want demand, drive it away, put wheel and steering locks on the vehicle, put a portable tracker inside, don’t be British. We are too often willing to put up with nonsense like the lies and stories from this dealer. Talk to Daily Mail, Express, don’t mess about the relationship has ended so be tough.
Click to expand...
The problem with that is the vehicle isn't registered with the DVLA and that would invalidate my insurance.
 
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Not read the thread from start but if Stellantis ( Fiat) have not released the vehicle to Autotrail yet,that means AT cannot have started the conversion yet ? Ask,How long does AT take to complete the conversion? I think you should get in touch with AT and ask if the conversion has a build date?

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Upvote 0
Terry said:
Not read the thread from start but if Stellantis ( Fiat) have not released the vehicle to Autotrail yet,that means AT cannot have started the conversion yet ? Ask,How long does AT take to complete the conversion? I think you should get in touch with AT and ask if the conversion has a build date?
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Or maybe Stellantis or AT will not release the code until they have been paid for the vehicle 🤔🤔
Not sure if these dealers get credit or have to purchase the vans before delivery to their premises 🤔🤔
 
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Terry said:
Not read the thread from start but if Stellantis ( Fiat) have not released the vehicle to Autotrail yet,that means AT cannot have started the conversion yet ? Ask,How long does AT take to complete the conversion? I think you should get in touch with AT and ask if the conversion has a build date?
Click to expand...

Vehicle is sat in Marquis's yard 👍
 
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SirPooley said:
Obviously even more lies and / confusion. It's an Auto-Sleeper Kingham, converted from a Peugeot Boxer.
Click to expand...
Peugeot is also part of Stellantis

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Red Sonja said:
I would be asking for interest on your money that is sitting in their account.
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Or, at the very least, things like mudflaps etc. so you can have them fitted elsewhere, you do not want even more delays. 🙂
 
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  • Now under the Stellantis umbrella are Chrysler, Dodge, Jeep, Ram, Fiat, Alfa Romeo, Abarth, Lancia, and Maserati—thanks to FCA—as well as Citroën, DS, Opel, Peugeot, and Vauxhall, thanks to PSA. Stellantis will be headquartered in Amsterdam and will have operation centers in France, Italy, and the United States.

If Marquis have the van at least go see it/get it if not then Auto trail may have it
 
Upvote 0
SirPooley said:
Right, so yesterday I made an official complaint via the Marquis website. They are very careful not to give out email addresses or phone numbers of their head office, you have to do it via a form.
Here is what I wrote:

Dear Sir / Madam
On Monday 14th August I put down a £3000 deposit on a new Auto-Sleeper Kingham motorhome at your Berkshire branch. My salesperson was **********.
On Tuesday 22nd August I paid the full remaining amount of £75,500. I was told by **** that I could come to collect the vehicle on Tuesday 29th August.
On Friday 25th August I was contacted by the branch to say:
We have just had notification from Head Office that the registration paperwork from DVLA will not be with us in time to register your vehicle for collection on Tuesday 29.08.2023, ***** will be in contact with you and update you further on Tuesday morning.
It is now Friday 22nd September, a full month since I paid the full price on the vehicle and Marquis are still telling me that I cannot have it.
I have just spoken to a different person at the branch who tells me ***** has left. He explained that Marquis is waiting for a release code from Peugeot and these are only released every Friday.
I am extremely disappointed and find it completely unacceptable that this delay was not made clear to me at the time of the purchase. I am now wasting money on insurance that I cannot use, you have £78,500 of my money sitting in your bank account, not mine, and I still do not have the motorhome.
I feel like I was tricked into the purchase because at the time I was told I would be able to pick it up one week after the full payment and only at the 11th hour was told I could not - and that was now almost five weeks ago.
This goes beyond bad service. I will certainly not recommend Marquis to anyone and will inform people of this poor practice.
I would like some kind of information from you to tell me when I will be able to collect my vehicle. The branch have told me they cannot say and that I have to wait for each Friday to come around, only to be told I will then have to wait until the following Friday. Totally unacceptable.

I've just had a reply:

Thank you for your email the contents of which are duly noted. Rest assured this has been escalated to senior managers at Stellantis and they will progress with DVLA for updates on Monday.
Please accept our sincere apologies for the delays in collection of your new motorhome due to the ongoing delay with DVLA issuing new registration codes to Stellantis, to enable them to send the required documents for registration.
Marquis Berkshires newly appointed Branch Manager will contact you directly Monday afternoon with updates.

Never heard Stellantis mentioned before. No idea who they are. Yesterday, when I called the dealership because I'd spoken to the DVLA and they said they had no record of the registration request, they told me that they were waiting for Peugeot, not the DVLA. Someone is clearly lying to me.
I'll see what Monday brings.
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Their reply sounds like standard corporate bullshit.

Nothing personal or reassurance. Poor show really.
 
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Yorick said:
Their reply sounds like standard corporate bullshit.

Nothing personal or reassurance. Poor show really.
Click to expand...
Yep...standard crap..

Your just gonna have to keep.pushing op

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Upvote 0
I seem to think that I have read somewhere that until the correct paperwork from Peugeot is received autosleeper or any another converter would not be able to start on the conversion. So you could be correct in that someone is telling you porkie pies.
 
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SirPooley said:
Hi. Yes, I've seen it several times. First when browsing, then I went back to put the deposit down, then again when I paid the full remainder (because they told me I could drive it away three days later), then again a couple of weeks later when the gave me an 'official tour' of it and explained how everything works. At that point they'd taken it off the main foyer and it was round the back of the dealership.
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I would be really miffed if they had still let other customers view it, after you had purchased it…. Many dealers lock up vans once sold.
 
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enark said:
I would be really miffed if they had still let other customers view it, after you had purchased it…. Any dealers lock up vans once sold.
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Could a fellow funster go see if it's possible to view PVC vans there and see if it's offered for sale??:unsure:
 
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peterc10 said:
That is the corporate name of what used to be Fiat.
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And I think PSA?

in the motor trade, most dealers pay for an automated, almost instant means of initial vehicle registration. Many motorhome dealers dont, well certainly the smaller ones as it’s not worth it for the relatively small numbers of registrations. But surely Marquis, been the UKs largest dealership would?
 
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Been on the companies register for Marquis Motors Homes. This is a current list of 2 directors and the company secretary https://find-and-update.company-information.service.gov.uk/company/01415591/officers Send your complaint to them individually and tell them what you want them to do and what compensation you want. Mark the envelope "Private and Confidential" and send them signed for, that will give you evidence that they have received your complaint. This should get them moving, if not you have evidence for further action.
 
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CHendy said:
Been on the companies register for Marquis Motors Homes. This is a current list of 2 directors and the company secretary https://find-and-update.company-information.service.gov.uk/company/01415591/officers Send your complaint to them individually and tell them what you want them to do and what compensation you want. Mark the envelope "Private and Confidential" and send them signed for, that will give you evidence that they have received your complaint. This should get them moving, if not you have evidence for further action.
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And if you can find a home address for either or both of them then even better!
 
Upvote 0
CHendy said:
Been on the companies register for Marquis Motors Homes. This is a current list of 2 directors and the company secretary https://find-and-update.company-information.service.gov.uk/company/01415591/officers Send your complaint to them individually and tell them what you want them to do and what compensation you want. Mark the envelope "Private and Confidential" and send them signed for, that will give you evidence that they have received your complaint. This should get them moving, if not you have evidence for further action.
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Thing is the limited company is dormant.

Seems all the local ones are not limited and the berks one (which i think the op used)has a piss poor credit rating for a company that deals in high value items.

1695480654778.png
 
Upvote 0
SirPooley said:
Right, so yesterday I made an official complaint via the Marquis website. They are very careful not to give out email addresses or phone numbers of their head office, you have to do it via a form.
Here is what I wrote:

Dear Sir / Madam
On Monday 14th August I put down a £3000 deposit on a new Auto-Sleeper Kingham motorhome at your Berkshire branch. My salesperson was **********.
On Tuesday 22nd August I paid the full remaining amount of £75,500. I was told by **** that I could come to collect the vehicle on Tuesday 29th August.
On Friday 25th August I was contacted by the branch to say:
We have just had notification from Head Office that the registration paperwork from DVLA will not be with us in time to register your vehicle for collection on Tuesday 29.08.2023, ***** will be in contact with you and update you further on Tuesday morning.
It is now Friday 22nd September, a full month since I paid the full price on the vehicle and Marquis are still telling me that I cannot have it.
I have just spoken to a different person at the branch who tells me ***** has left. He explained that Marquis is waiting for a release code from Peugeot and these are only released every Friday.
I am extremely disappointed and find it completely unacceptable that this delay was not made clear to me at the time of the purchase. I am now wasting money on insurance that I cannot use, you have £78,500 of my money sitting in your bank account, not mine, and I still do not have the motorhome.
I feel like I was tricked into the purchase because at the time I was told I would be able to pick it up one week after the full payment and only at the 11th hour was told I could not - and that was now almost five weeks ago.
This goes beyond bad service. I will certainly not recommend Marquis to anyone and will inform people of this poor practice.
I would like some kind of information from you to tell me when I will be able to collect my vehicle. The branch have told me they cannot say and that I have to wait for each Friday to come around, only to be told I will then have to wait until the following Friday. Totally unacceptable.

I've just had a reply:

Thank you for your email the contents of which are duly noted. Rest assured this has been escalated to senior managers at Stellantis and they will progress with DVLA for updates on Monday.
Please accept our sincere apologies for the delays in collection of your new motorhome due to the ongoing delay with DVLA issuing new registration codes to Stellantis, to enable them to send the required documents for registration.
Marquis Berkshires newly appointed Branch Manager will contact you directly Monday afternoon with updates.

Never heard Stellantis mentioned before. No idea who they are. Yesterday, when I called the dealership because I'd spoken to the DVLA and they said they had no record of the registration request, they told me that they were waiting for Peugeot, not the DVLA. Someone is clearly lying to me.
I'll see what Monday brings.
Click to expand...
Personally I would write to Peugeot Commercial UK, explain one of thier dealers is delaying your vehicle as they cannot seem to register the vehicle with the DVLA get the Chassis number give it to them and ask them if a reputable Peugeot dealer can sort this out.

Fiat Professional Camper (Italy) did this for us via Adams Morey when our dealer did not understand the process, By pass Marquis and contact the manufacturer https://www.peugeot.co.uk/models/categories/vans.html

Sorry to hear your frustration but I suspect the only way you will get movement quickly is engage Peugeot
 
Upvote 0
peterc10 said:
That is the corporate name of what used to be Fiat.
Click to expand...
And Peugeot, Citroen. Jeep, Alfa Romeo, Chrysler, Dodge, Lancia, Maserati and Vauxhall. And a bunch of others!

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