Warranty woes

[Ianbenny]

I bought a 9 year old van last June (its 10 now). Very clean and tidy but top book price, in fact just over its new price.
I asked what warranty came with it and was told 1 year comprehensive.
When I got the invoice on handover, the warranty was itemised as £525. There is not a booklet or any details as the salesman stated that they were doing there own now.
So its an old van so expected some issues but I found damp in the gas locker on handover. I asked for a damp check which obviously showed no damp before I went ahead with the deal. It could be from the gas drop holes so I am monitoring this.

There are 3 and maybe 4 issues.
1. Shower tray cracked around plug hole. This was covered up by a mat when we viewed and has been covered with silicone. They agreed to replace in June.
2. TV ariel doesnt work - its an Avtex twig - utterly useless. I use a portable one recommended on here which is OK, but as its under warranty I have asked what they will do.
3 Rear bush in leaf spring grinding - waiting to see if this is covered.
4. Airbag light came on then off - cant see them fixing this as its not on now.
I asked if I could get a local garage to look at it - still waiting for an answer

But the thing is they never communicate. I have had the van back and forth 4 times now, the last in Dec. Had family health issues so left it again till last week. Called and said they would ring back! Its another week so going to ring tomorrow. The staff have to refer the claim upstairs but that's as far as it goes seemingly.

It will be a year soon before they do anything. Trying not to loose my temper. Trouble is I dont even know what the warranty actually covers and when I ask they cant say.
I wonder if I am due some compensation as it hasnt a working shower room?

Thinking of contacting trading standards regarding being sold a warranty with no details of what it covers?

Lets see what happens tomorrow, They are not a small dealer.

 

[Funnymunny]

I have seen that before where they give you a nice long guarantee and no mention of any limit but when you get the paperwork they have added a £500 limit. Interesting to see what they would do if it cost more than that

 

[Bolti]

I have seen that before where they give you a nice long guarantee and no mention of any limit but when you get the paperwork they have added a £500 limit. Interesting to see what they would do if it cost more than that

I think they charged him £525 for the warranty.

 

[Funnymunny]

I think they charged him £525 for the warranty.

Sorry I took it as a £525 limit on the warranty as I have known one big dealer do without saying a word about it

 

[FrankNicklin]

Unless you have a clear documentation of what the warranty you paid for actually covers I think you will be in a difficult situation. That said the vehicle must be of serviceable quality so clearly a broken shower tray is not. I had the same issue with a cracked shower tray. Dealer took the MH back and it was Speedcoated and I had it back. They did a great job. I didn't pay for an extended warranty so made sure that any issues where picked up in the first 3 months either way its a gamble with an older MH. Didi the MH have a fresh MOT on delivery, if so why wasn't the bush picked up as either fail or an advisory. Airbag issues are common on Ducato platforms. Low engine battery can trigger a fault. May have to be sent away to be repaired or replaced. Does the warranty cover this, what are the exclusions.

As you have paid for the warranty the first thing I would ask for is a copy of the warranty paperwork. At the moment you have no idea what you are dealing with and what the limitations are. "Doing their own warranty work" is meaningless unless it's somehow underwritten as my understanding is that any warranty offered by a company has to be authorised by the FCA, if they are not they could be breaking the law.

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[Ianbenny]

Unless you have a clear documentation of what the warranty you paid for actually covers I think you will be in a difficult situation. That said the vehicle must be of serviceable quality so clearly a broken shower tray is not. I had the same issue with a cracked shower tray. Dealer took the MH back and it was Speedcoated and I had it back. They did a great job. I didn't pay for an extended warranty so made sure that any issues where picked up in the first 3 months either way its a gamble with an older MH. Didi the MH have a fresh MOT on delivery, if so why wasn't the bush picked up as either fail or an advisory. Airbag issues are common on Ducato platforms. Low engine battery can trigger a fault. May have to be sent away to be repaired or replaced. Does the warranty cover this, what are the exclusions.

As you have paid for the warranty the first thing I would ask for is a copy of the warranty paperwork. At the moment you have no idea what you are dealing with and what the limitations are. "Doing their own warranty work" is meaningless unless it's somehow underwritten as my understanding is that any warranty offered by a company has to be authorised by the FCA, if they are not they could be breaking the law.

I have asked several times, initially on hand over and each time I have been back to the dealers. All I get is 'We have brought it in house and it should cover all the issues' which is a load of tosh.

They agreed to do the shower tray in June.

MH had a fresh MOT but we thought the noise was furniture related. The air bag module has been replaced 3 years ago.

Just noticed on Facebook that they are offering £99 services at the minute, and are overwhelmed by the response. Pity they cant sort out their existing customers

 

[chaser]

Airbag light could simply be a loose wire under the seat, especially if it rotates.

 

[RedFrame]

All I get is 'We have brought it in house and it should cover all the issues' which is a load of tosh.

Just noticed on Facebook that they are offering £99 services at the minute, and are overwhelmed by the response. Pity they cant sort out their existing customers

Could these be indications of a cash flow issue.

Cheers
Red.

 

[FrankNicklin]

I have asked several times, initially on hand over and each time I have been back to the dealers. All I get is 'We have brought it in house and it should cover all the issues' which is a load of tosh.

They agreed to do the shower tray in June.

MH had a fresh MOT but we thought the noise was furniture related. The air bag module has been replaced 3 years ago.

Just noticed on Facebook that they are offering £99 services at the minute, and are overwhelmed by the response. Pity they cant sort out their existing customers

“Should cover all issues” is a pretty broad statement, but as it’s verbal and not in writing it would be difficult to prove, but its a verbal contract as you have no warranty paperwork to say otherwise. All issues with no exclusions leaves them open to all sorts of claims from a blown engine to a broken bulb.

 

[Ianbenny]

Could these be indications of a cash flow issue.

Cheers
Red.

Well, that thought did cross my mind, as they must be wanting work, but cant be bothered to do mine.
They still have this years stock coming in but compared to my nearest dealer where I store the van, they dont seem as busy.

These are minor issues (except the airbag cost ) but its the time its taken. I am being taken for a ride. Might put a comment on the facebook page and see if it stirs some action.

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[Ianbenny]

“Should cover all issues” is a pretty broad statement, but as it’s verbal and not in writing it would be difficult to prove, but its a verbal contract as you have no warranty paperwork to say otherwise. All issues with no exclusions leaves them open to all sorts of claims from a blown engine to a broken bulb.

That sounds good to me then

 

[jess12]

I bought a 9 year old van last June (its 10 now). Very clean and tidy but top book price, in fact just over its new price.
I asked what warranty came with it and was told 1 year comprehensive.
When I got the invoice on handover, the warranty was itemised as £525. There is not a booklet or any details as the salesman stated that they were doing there own now.
So its an old van so expected some issues but I found damp in the gas locker on handover. I asked for a damp check which obviously showed no damp before I went ahead with the deal. It could be from the gas drop holes so I am monitoring this.

There are 3 and maybe 4 issues.
1. Shower tray cracked around plug hole. This was covered up by a mat when we viewed and has been covered with silicone. They agreed to replace in June.
2. TV ariel doesnt work - its an Avtex twig - utterly useless. I use a portable one recommended on here which is OK, but as its under warranty I have asked what they will do.
3 Rear bush in leaf spring grinding - waiting to see if this is covered.
4. Airbag light came on then off - cant see them fixing this as its not on now.
I asked if I could get a local garage to look at it - still waiting for an answer

But the thing is they never communicate. I have had the van back and forth 4 times now, the last in Dec. Had family health issues so left it again till last week. Called and said they would ring back! Its another week so going to ring tomorrow. The staff have to refer the claim upstairs but that's as far as it goes seemingly.

It will be a year soon before they do anything. Trying not to loose my temper. Trouble is I dont even know what the warranty actually covers and when I ask they cant say.
I wonder if I am due some compensation as it hasnt a working shower room?

Thinking of contacting trading standards regarding being sold a warranty with no details of what it covers?

Lets see what happens tomorrow, They are not a small dealer.

The air bag module if it goes as mine did cost me about 400 quid you can get the old unit repaired i believe by a firm called crash data at least i think that is what they are called at a fraction of the cost found out after paying fiat main dealer

 

[Delboyarapaho]

I would be very forceful with them that the warranty covers all these issues. If they exclude certain things it’s incumbent on them to tell you in writing in advance otherwise they carry the risk.
Having said that the air bag warning light is a frequent failure on fiats and make sure you don’t let the engine battery go flat as they can claim that’s self inflicted.
The damp and shower tray and spring work should all be covered and made good

 

[Ianbenny]

I would be very forceful with them that the warranty covers all these issues. If they exclude certain things it’s incumbent on them to tell you in writing in advance otherwise they carry the risk.
Having said that the air bag warning light is a frequent failure on fiats and make sure you don’t let the engine battery go flat as they can claim that’s self inflicted.
The damp and shower tray and spring work should all be covered and made good

Thanks, I have a solar panel which may or may not keep the batteries charged set at 50/50 charge rate although I know it wont put much in at the min. And we are still using the van every month in the winter so hopefully we will keep the battery topped up.
I always wait for 10 to 15 secs after turning the ignition on to let the current draw settle before cranking (saw this on youtube) whether it helps or not.
The Airbag warnings came on after driving down the motorway for 20 miles

 

[Clive G]

The air bag module if it goes as mine did cost me about 400 quid you can get the old unit repaired i believe by a firm called crash data at least i think that is what they are called at a fraction of the cost found out after paying fiat main dealer

Hi, I had my airbag module replaced at Adams Morey in Portsmouth. The airbag carries a two year warranty. My warranty covered two thirds of the price. They wouldn't pay the VAT.

I would be very forceful with them that the warranty covers all these issues. If they exclude certain things it’s incumbent on them to tell you in writing in advance otherwise they carry the risk.
Having said that the air bag warning light is a frequent failure on fiats and make sure you don’t let the engine battery go flat as they can claim that’s self inflicted.
The damp and shower tray and spring work should all be covered and made good

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[CAB96]

They won't put it in writing?

I'd be parked in front of their main door with a big cardboard sign in the windscreen saying "worthless warranties guaranteed!"

Seriously, you've paid for a warranty and all they have given you is the invoice?

It's a motorhome. Fill it with water and teabags and stick it in front of the showroom and don't leave until they give you the paperwork and agree the remedies, in writing.

 

[CAB96]

I’ve been thinking about this overnight, and getting quite angry on your behalf. It’s over 6 8 months now, that’s ridiculous.

It might be incompetence on their behalf, wasn’t it Napoleon who said ‘never ascribe to malice, that which can be explained by incompetence’. But either way, the end result is that they have refused to comply with their legal obligations, both on the initial sale, and with regard to the warranty.

With the initial sale, they have sold you a van not fit for purpose, and have refused to fix it. It may be fudged, delayed, ooh we’ll ring you back, someone is looking into it, it’s gone upstairs for a decision, but the end result is a refusal to comply with their legal obligations.

Do you have legal cover? Through home / motorhome insurance or another provider? Time to get some advice. Inform them that you are seeking legal advice, and that if it goes to the Small Claims court, you will be claiming your legal expenses from them.

The shower tray could easily be fixed – all they have to do is book Speedcoat to come and do it for you. TV aerial / gas locker needs them to look at it, if they are too busy they should be booking a mobile engineer. Rear bush – any competent commercial garage should be able to look at this. I would be strongly suggesting to them that they should be arranging this ASAP with outside providers, if they are not able to deal with it themselves. And be hinting that if they don’t, you will, and you will be presenting them with the bills, along with your legal costs.

Worth mentioning compensation for what is now 10 months of not being able to fully use the van. Have you been put off going away? Have you been using full-service camp sites instead of cheaper sites or off-grid parking? Even if you do not intend to pursue it, you need to make them sit up and take notice.

With regard to the warranty, again, legal advice. Did you pay for it on a credit card? Mention starting a chargeback. Also offer to take it to a commercial garage and send them the bill. You are driving around in a van in which an important safety feature is not working or suspect, and they can’t be bothered to do anything about it.

Make sure everything is recorded. If you haven’t already, write down all the dates, phone calls, details of what was asked for / what the reply was. In future, send emails as written confirmation once a phone call is made, confirming details of what you asked for / what they agreed to.

Don’t forget to tell them that you will be naming them on the largest UK motorhome forum when this is all done and dusted.

I hope this helps.
Regards,
CAB.

 

[FrankNicklin]

I’ve been thinking about this overnight, and getting quite angry on your behalf. It’s over 6 10 months now, that’s ridiculous.

It might be incompetence on their behalf, wasn’t it Napoleon who said ‘never ascribe to malice, that which can be explained by incompetence’. But either way, the end result is that they have refused to comply with their legal obligations, both on the initial sale, and with regard to the warranty.

With the initial sale, they have sold you a van not fit for purpose, and have refused to fix it. It may be fudged, delayed, ooh we’ll ring you back, someone is looking into it, it’s gone upstairs for a decision, but the end result is a refusal to comply with their legal obligations.

Do you have legal cover? Through home / motorhome insurance or another provider? Time to get some advice. Inform them that you are seeking legal advice, and that if it goes to the Small Claims court, you will be claiming your legal expenses from them.

The shower tray could easily be fixed – all they have to do is book Speedcoat to come and do it for you. TV aerial / gas locker needs them to look at it, if they are too busy they should be booking a mobile engineer. Rear bush – any competent commercial garage should be able to look at this. I would be strongly suggesting to them that they should be arranging this ASAP with outside providers, if they are not able to deal with it themselves. And be hinting that if they don’t, you will, and you will be presenting them with the bills, along with your legal costs.

Worth mentioning compensation for what is now 10 months of not being able to fully use the van. Have you been put off going away? Have you been using full-service camp sites instead of cheaper sites or off-grid parking? Even if you do not intend to pursue it, you need to make them sit up and take notice.

With regard to the warranty, again, legal advice. Did you pay for it on a credit card? Mention starting a chargeback. Also offer to take it to a commercial garage and send them the bill. You are driving around in a van in which an important safety feature is not working or suspect, and they can’t be bothered to do anything about it.

Make sure everything is recorded. If you haven’t already, write down all the dates, phone calls, details of what was asked for / what the reply was. In future, send emails as written confirmation once a phone call is made, confirming details of what you asked for / what they agreed to.

Don’t forget to tell them that you will be naming them on the largest UK motorhome forum when this is all done and dusted.

I hope this helps.
Regards,
CAB.

Well said. The buyer is 9 months in to a 12 months warranty with no sign of repair work, no written conditions outlining the warranty cover. Certainly legal advice would be the sensible step now, but previous comments have mentioned possible financial woes. If the company goes in to administration, it is a lost cause, but still worth pursuing sooner rather than later as time may not be on your side.

 

[Marie-Claire]

We got a itemized document with our warranty, it goes through the whole vehicle hab and cab states what is not covered, ie rubber seals wear and tear. The last hab check showed a broken float in the toilet cassette, approved under warranty to replace the whole unit.3 year cover including europe wide breakdown cover was 800 which I thought was good value

 

[Steviemo747]

I have asked several times, initially on hand over and each time I have been back to the dealers. All I get is 'We have brought it in house and it should cover all the issues' which is a load of tosh.

They agreed to do the shower tray in June.

MH had a fresh MOT but we thought the noise was furniture related. The air bag module has been replaced 3 years ago.

Just noticed on Facebook that they are offering £99 services at the minute, and are overwhelmed by the response. Pity they cant sort out their existing customers

Hi Ian, I think we have the same issue with the same dealer Leidure world I’ve had an issue since December of motorhome won’t start? Eventually tracked it down at my expense to the timing belt being out of correlation/alignment? The timing belt was changed last May when I purchased motorhome and I only did 1800 miles last year so should have been fine? Anyway motorhome was recovered to Birtley two weeks ago and I am still waiting for them to change the timing belt, their customer service is non existent

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[Ianbenny]

Hi Ian, I think we have the same issue with the same dealer Leidure world I’ve had an issue since December of motorhome won’t start? Eventually tracked it down at my expense to the timing belt being out of correlation/alignment? The timing belt was changed last May when I purchased motorhome and I only did 1800 miles last year so should have been fine? Anyway motorhome was recovered to Birtley two weeks ago and I am still waiting for them to change the timing belt, their customer service is non existent

Yes Steve, the same lot although at Catterick. They dont do base vehicle work so farm it out, certainly at Catterick, to a garage in Richmond for the service and MOT.
I am sick to the teeth of them to be honest.

 

[Ianbenny]

I’ve been thinking about this overnight, and getting quite angry on your behalf.

Thanks CAB96. I have been through stages of anger and frustration but have now resigned to their games.

I bought the van just after I had a cardiac ablation for AF in May, so Ive had to be calm and not loose my temper.

It was quite funny when I found the damp in the gas locker at handover - shows how much PDI they do.

Last time I visited was December 1st 2023. This was after the previous visit in September they had arranged in June to do another damp check and it was still damp then. It had snowed up here in the North East so was a fun drive down. The lady on service has been there a long time and said she recommended to fit a different TV ariel to fix the issue. They say its not damp now but I will get it serviced in May by a independent AWS guy as I dont believe a word they now say.

Shower tray may be a parts issue but as they haven't said so I don't know. I wouldn't care, the original trays are made 5 miles away . I may even give them a ring.

The lady said they would have to get the van booked into to their garage to check. I said well I could get a quote at home saving myself the hassle. Still waiting for if this would be acceptable.

Tried ringing today but went to answerphone. I will try tomorrow again. It hasnt been my priority as my Dad has been ill and has had to go into a home so we have had more pressing issues.

We have still used the van, but have been using CMAC sites for the services.

It will be 8 months and counting. If no response tomorrow, then its a trip down and a couple of postings on Facebook I think

 

[Steviemo747]

Yes Steve, the same lot although at Catterick. They dont do base vehicle work so farm it out, certainly at Catterick, to a garage in Richmond for the service and MOT.
I am sick to the teeth of them to be honest.

Same here mine was from Catterick and service, MOT and belt changed at same garage in Richmond. I’m based in Nirth Tyneside so eventually got it recovered to Birtley been in to them again today and still not been started? Guy who is supposed to be doing the work has not turned up again?

 

[dunnah01]

Might sound a bit uncaring but I'm not quite sure what the real problem is here
The shower works, albeit the sealed crack is a bit ugly, but the dealers have agreed to making it good at some point; the air bag light isn't on so it's all working; the damp floor may not be a damp problem; the creaky spring bush is safe but a bit annoying and the TV aerial isn't worth mending anyway. I'd maybe chill a bit

 

[FrankNicklin]

Might sound a bit uncaring but I'm not quite sure what the real problem is here
The shower works, albeit the sealed crack is a bit ugly, but the dealers have agreed to making it good at some point; the air bag light isn't on so it's all working; the damp floor may not be a damp problem; the creaky spring bush is safe but a bit annoying and the TV aerial isn't worth mending anyway. I'd maybe chill a bit

Thats not the point. When you have parted with your hard earned, you want things to be right. A cracked shower if not treated correctly can lead to all sorts of issues later on so that is an absolute priority. My dealer had the shower Speedcoated in a day. Yes its expensive but will cost considerable more if it leaks. The dealer could arrange this with a phone call and the job done at the owners house. The Air Bag issue could resurface as the light has been on before. OK the bush probably an advisory and the TV aerial if fitted should work.

The owner has no warranty paperwork for the paid warranty and a verbal statement saying covers all issues and on that basis and because they are being so difficult make them do the work or face legal proceedings.

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[dunnah01]

Thats not the point. When you have parted with your hard earned, you want things to be right. A cracked shower if not treated correctly can lead to all sorts of issues later on so that is an absolute priority. My dealer had the shower Speedcoated in a day. Yes its expensive but will cost considerable more if it leaks. The dealer could arrange this with a phone call and the job done at the owners house. The Air Bag issue could resurface as the light has been on before. OK the bush probably an advisory and the TV aerial if fitted should work.

The owner has no warranty paperwork for the paid warranty and a verbal statement saying covers all issues and on that basis and because they are being so difficult make them do the work or face legal proceedings.

I get all that but for £500 I'd not expect very much to be covered and certainly manage my expectations

 

[FrankNicklin]

I get all that but for £500 I'd not expect very much to be covered and certainly manage my expectations

A proper warranty is underwritten, it’s an insurance policy the same as you pay a couple of hundred quid for your car insurance but would expect 1000s back in return if it’s written off. The fact they have taken their warranties in house is of no consequence and neither is the value of the warranty. A claim is a claim and their statement about covering all issues leaves them wide open.

 

[Ianbenny]

Might sound a bit uncaring but I'm not quite sure what the real problem is here
The shower works, albeit the sealed crack is a bit ugly, but the dealers have agreed to making it good at some point; the air bag light isn't on so it's all working; the damp floor may not be a damp problem; the creaky spring bush is safe but a bit annoying and the TV aerial isn't worth mending anyway. I'd maybe chill a bit

I have been chilled for 9 months.
I dont know what your expectations are when you bought your van.

If it was not to what you expected, would you live with it, or repair it yourself. I was prepared to repair the shower myself somehow if they said it wasn't covered

I wasnt expecting perfection just a van with useable features that was described in the ad description

If you picked up your Rapido and when buying it, were assured there was no damp, and found on handover there was damp what would your response have been, We all know damp kills these vans very quickly.
If I used the shower, and the crack is not sealed currently, what happens? Wet floor underneath which leads to more damp.
TV arial I agree and would have lived with it as I am doing now with a portable ariel

If they said no warranty then fine, but they didnt and charged me for it. The fee is an insurance policy that I was not given a chance to decline therefore they have entered into a contract.

If you want to give me £500 I will give you a warranty for your van and do a runner

 

[Ianbenny]

A cracked shower if not treated correctly can lead to all sorts of issues later on so that is an absolute priority

I agree and it was hidden when I viewed the van. See attached pics

Update today - called and had a frank discussion. I then sent a email as requested.
So, I can take the van to my local garage and they will pay.
The shower tray is in and they will fit an ariel like for like. Just waiting for it in writing and for a date.

Its the lack of communication that's caused all the grief