Still waiting to collect my new van and I'm at my wit's end

SirPooley

SirPooley

Joined
Aug 28, 2021
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83,787
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Auto-Sleeper Kingham
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I'm a newbie
Last week I wrote a forum post about how I had been waiting three weeks to get my brand new van after paying all the money for it.

I'm still waiting.

I called Marquis last week and they said they said they were still waiting for the V55 registration documents from the DVLA. I had asked them if they could deliver the vehicle to me on trade plates so that it was at least on my drive, but was told they are not allowed to release it until they have those documents.

So we are now approaching the fifth week where I have handed over £78,000 and I still have no van - nor any indication of when I might actually be able to pick it up.

I'm frustrated and getting increasingly annoyed. Do I have any options other than to just sit and wait?
 
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Grey Fox said:
I Had no problems with my insurance, but obviously I couldn’t drive it until the V55 came through and I updated the insurance company. As already said Marquis is a large company being I believe part of Auto Sleepers, I suspect they have their own company policy on what needs to be in place before a vehicle can be released, seems to me though that it is poor practice to take the money in these circumstances, causing unnecessary frustration and worry at when you should be excited and eagerly waiting for delivery.
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I also had no problem with insurance. The insurance company checked on the reg I had chosen, saw that it wasn't yet registered but went ahead with it by manually entering everything.
Yes, Marquis owns Auto Sleeper (the van is an Auto Sleeper Marquis). When I eventually transferred the money, the plan was to collect the van the following Tuesday. They called on the Friday before to say they had only just heard from Marquis HQ that the V55 hadn't yet been done so it couldn't be collected. And that's where the story starts.
 
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SpeedyDux said:
I would agree with those who do not pay the balance of the agreed price of the MH until actual handover day, when it has been registered and taxed. Any sooner payment is likely to be at the buyer's risk. I doubt if the money is being held by Marquis in a separate trust account.

It does matter if something were to happen to Marquis. Perhaps a fire that destroys their stock of MHs at that branch. Or theft. Or insolvency. Who takes the financial risk under different scenarios is legally quite complicated.

If I was a buyer in that situation I would hasten to seek temporary insurance based on the VIN number if the V55 hasn't been issued. That might be difficult in such circumstances, but you can but try. If ownership in the MH did pass legally to the buyer, but possession is permitted to remain with Marquis who are not servicing or repairing it, the question arises whether the buyer needs to insure it while it is in storage with Marquis, until able to take delivery. A grey area. Marquis' insurance might not be relevant, because having received full payment, Marquis suffers no loss if the MH is destroyed or stolen.
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The dealer I purchased off were very happy to be crystal clear (inc putting it in writing) in that responsibility for the vehicle and associated insurance was theirs right up to when I drove it away irrespective of when title passed from one party to another or status of registration.
 
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VXman said:
Of course then if the buyer backed out the dealer is left with a registered and taxed 2nd hand motorhome in their hands. It's a risk both ways. I know they take a deposit but mine was only £1000 which would not go a long way to mitigate their losses. I suppose the only solution would be a much heftier deposit.
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Every business has its risks. It would be a tiny loss for an outfit like Marquis and they can spread that across hundreds of successful sales.

£1000 deposit (what I paid for ours) is enough to sort out serious buyers from time wasters.

I should have done that 2 houses ago. Sold it SSTC to a dreamer. It turned out he made his living as a guitar teacher and never could prove enough income to get the mortgage he needed. The Agents let us down as well by not vetting him. We wasted more than 3 months + our own sellers' legal fees on this time waster.

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GMLS said:
The dealer I purchased off were very happy to be crystal clear (inc putting it in writing) in that responsibility for the vehicle and associated insurance was theirs right up to when I drove it away irrespective of when title passed from one party to another or status of registration.
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I wouldn't take that kind of statement at face value. Certainly not if they asked to be paid the balance long before the MH is ready for handover. They can jog on.

I see from your member details under your avatar that you are awaiting delivery. I hope that goes smoothly and without further avoidable delay.
 
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SirPooley said:
I genuinely do feel this is all down to the DVLA being utterly useless.
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I think the evidence points towards the dealer being useless. They have clearly been telling porkies about having to start again because of the new registrations and about using trade plates. The DVLA makes no secret about the delay in processing postal new registrations and the dealer should allow for this when agreeing a completion date.

I have no idea what this release code is. The V5C should be sent direct to your home address. On both my new purchases the dealer was happy to release the vehicle as soon as the registration showed up on the DVLA database, the V5C then turned up in the post a few days later. Have you checked online?
www.gov.uk

Get vehicle information from DVLA

Check a vehicle's details, tax and SORN status and expiry dates on the Driver Vehicle and Licensing Agency (DVLA) database - online and telephone enquiries
www.gov.uk www.gov.uk
 
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SpeedyDux said:
I wouldn't take that kind of statement at face value. Certainly not if they asked to be paid the balance long before the MH is ready for handover. They can jog on.

I see from your member details under your avatar that you are awaiting delivery. I hope that goes smoothly and without further avoidable delay.
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Thanks for the prompt Collected on 1st Sept so will update later
 
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VXman said:
Of course then if the buyer backed out the dealer is left with a registered and taxed 2nd hand motorhome in their hands. It's a risk both ways. I know they take a deposit but mine was only £1000 which would not go a long way to mitigate their losses. I suppose the only solution would be a much heftier deposit.
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Both dealers I have bought new from have taken the bulk of the money at handover. If they can then so should the much larger Marquis.
 
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We ordered from Chelston in October 2021 and paid a £2k deposit on a credit card, which I didn’t begrudge as we’d negotiated a similar amount of discount, plus the price was protected. Fast forward 13 months and when the MoHo was delivered to them we were offered a choice of registration numbers, which was then reserved for us and an appointment made for collection a couple of weeks later. I then made a £100 transfer from my Nationwide current account to set them up as a new payee.

Come the day of handover we went through the full workings and inspection of the van, completed the paperwork, and I then transferred the circa £70k balance on my phone and the DVLA registration was finalised online while we had a coffee. We collected the keys and drove off in a MoHo that would have cost us an additional £22k if we had just ordered it.

How big an outfit are Marquis and why can’t they set up online registration with the DVLA?

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Lenny HB said:
Still trying to find more info before I blow my top.
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I hope it gets sorted one way or an other Lenny, must be such a huge disappointment. It beggars belief that they can do this without repercussions.
If it wasn’t for the financial implications and starting a new long wait again then I would be inclined to look elsewhere, people reading this will think twice before ordering a carthago in the future 👍, hoping for a quick resolution for you👍
 
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Orion said:
How big an outfit are Marquis and why can’t they set up online registration with the DVLA?
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When I bought from Chelston they could not use the online system. As Simon Select explained at #31 some makes of motorhome have to be done by post even if the dealer has online access.
 
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Pausim said:
When I bought from Chelston they could not use the online system. As Simon Select explained at #31 some makes of motorhome have to be done by post even if the dealer has online access.
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Ah, okay got it, didn’t see that one.Then some of the manufacturers need to extract the digit and get on the system.
 
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Our dealer got the van registered on 1st September (2020) knowing we’d arranged our collection on 16th September…..COVID times so the logistics for collection we’re a bit of a nightmare.

Van arrived at the dealers early August. We were notified that the postal application to DVLA had been sent in early August. The dealer notified us that they’d received everything back from DVLA and 16th was fine.

Turned up, checked the vehicle, transferred the money….drove off. All went smooth, even in COVID times.

However, let’s not talk about aftersales.🙁🤦‍♂️
 
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As I said in a previous post I was in a similar situation, van purchased and collected (assured by dealer I could drive it whilst waiting for V5 - another story) on 18 Aug. I emailed DVLA 0n 8 Sep asking for clarification on legality of driving) email response today " your vehicle will be registered today .. use whilst waiting on V5 which will follow" no actual comment on previous legality. Vehicle on DVLA website this afternoon as registered today, road tax due 1 Aug 24 so they have taxed it from receipt of registration application!

May be worth an email to dvla. Hope you get sorted.
 
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SirPooley said:
Thanks. No, not yet. I desperately don't want it to come to that. I've been to see it a few times and I've already fallen in love with it. I'd be heartbroken to have to turn my back on it.
I know I'm a big naïve softy but I genuinely do feel this is all down to the DVLA being utterly useless. I'm going to try and call them directly about it. Will continue to update when there's anything significant to add.
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Marquis are big enough to have the automated DVLA link as other smaller outfits have as mentioned in my case my Highbridge. Not sure how their reps earn their commission but the Highbridge ones don't get their full commission until the van is signed for by the new customer on collection.
Perhaps Marquis are too big to care!
 
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dash300 said:
Marquis are big enough to have the automated DVLA link as other smaller outfits have as mentioned in my case my Highbridge. Not sure how their reps earn their commission but the Highbridge ones don't get their full commission until the van is signed for by the new customer on collection.
Perhaps Marquis are too big to care!
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They probably do have the link but it can not be used for all registrations, same as other dealers.

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Swifter said:
Is it normal to pay for the entire cost of the van upfront before delivery ? I thought you would put a deposit down and then pay the balance when a delivery date is confirmed . I hope you get it soon 👍 .
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I think it all depends on the dealers payment / collection terms and conditions .I am no expert , however when I make a big purchase like a motorhome I would always pay the big chunk of money upon collection . It’s instant with electronic transfer or arrange for it to be done via your debit card . As long as you have the cleared funds you are good to go on the day .I bought my wife a new car once for a special birthday . I had ordered the car ,put a deposit on it and arranged to pay the balance on collection . When we arrived the car was lovely , it had a big birthday bow on it ,it was the colour we had ordered , had the lovely alloys she wanted ……only one problem…..we ordered a diesel , the car in front of us was a petrol lol . The dealer took 3 months to find the same spec and colour with a diesel engine . So glad I had not parted with my money !I know it’s frustrating but I am sure Marquis will get it sorted out for you , it’s just annoying. Good luck and enjoy your new van 👍🏻
 
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Just us on Tour said:
I think it all depends on the dealers payment / collection terms and conditions .I am no expert , however when I make a big purchase like a motorhome I would always pay the big chunk of money upon collection . It’s instant with electronic transfer or arrange for it to be done via your debit card . As long as you have the cleared funds you are good to go on the day .I bought my wife a new car once for a special birthday . I had ordered the car ,put a deposit on it and arranged to pay the balance on collection . When we arrived the car was lovely , it had a big birthday bow on it ,it was the colour we had ordered , had the lovely alloys she wanted ……only one problem…..we ordered a diesel , the car in front of us was a petrol lol . The dealer took 3 months to find the same spec and colour with a diesel engine . So glad I had not parted with my money !I know it’s frustrating but I am sure Marquis will get it sorted out for you , it’s just annoying. Good luck and enjoy your new van 👍🏻
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Did they lend you the car until they got the right one
 
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Just us on Tour said:
I think it all depends on the dealers payment / collection terms and conditions .I am no expert , however when I make a big purchase like a motorhome I would always pay the big chunk of money upon collection . It’s instant with electronic transfer or arrange for it to be done via your debit card . As long as you have the cleared funds you are good to go on the day .I bought my wife a new car once for a special birthday . I had ordered the car ,put a deposit on it and arranged to pay the balance on collection . When we arrived the car was lovely , it had a big birthday bow on it ,it was the colour we had ordered , had the lovely alloys she wanted ……only one problem…..we ordered a diesel , the car in front of us was a petrol lol . The dealer took 3 months to find the same spec and colour with a diesel engine . So glad I had not parted with my money !I know it’s frustrating but I am sure Marquis will get it sorted out for you , it’s just annoying. Good luck and enjoy your new van 👍🏻
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Chelston told me that they had to pay for the motorhome before it was shipped from the factory. They still didn’t expect me to pay before handover.
 
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Whenever we have bought a vehicle (new or second hand) the registration documents have always followed to our home address after we have driven it home. Actually the registration document for our current car hasn't arrived yet but the car is taxed and insured and has been driven around for almost 2 months now.

If the van is taxed and insured and you have paid for it I don't see why you can't have it.
 
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Puddleduck said:
If the van is taxed and insured and you have paid for it I don't see why you can't have it.
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You can, you just can’t drive it legally on the roads before 1st registration.

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To the OP....I hope you get the van soon as it's obviously the one you really want, I would pester marquis hourly to the point they are throwing freebies at you just to stop you ringing 👍

As for the other point that has popped up on this thread about money paper trails when dealing with banks....I have not had a bank account for decades so apart from paye/ni/pension i pretty much dont exist in the 'normal' world and in june this year I paid cash for where I live now...it was easy but you need the right solicitor who knows what they are doing and their bill will be big but if you are outside the banking world it is an expected cost
 
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Haven’t read all this thread but when we bought our current Autosleeper from Marquis all admin including registration was handled by Marquis Preston for all Branches. I remember chasing registration data direct with Preston and they were always helpful. My branch salesman was inept! Try Preston, failing that I would just tell them I was collecting the van in 24hrs.
Cheers
Bernie
 
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