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"In 25 years of caravaning this is the worse purchase experience & change over we have had, having owned four caravans & two Motorhomes in those years.
We arrived with out part x Venus as we were staying overnight Saturday we had brought the bare minimum equipment with us & loaded the majority on the front floor, Lewis was helpful & moved our old van close to new one he said he would let us change our belongings over first, I thought this strange at the time as a damp check is normally carried out first.
He told us to look over the new van & on entering the first thing I checked was the front cupboard door which was jammed closed when we first viewed the van back in February he agreed then he would get the jobs done, to our total dismay this job had not been done as the cupboard door still would not open. I then I checked to make sure all the European plug sockets had been changed, again the TV station socket had been forgotten. Lewis said he would get the jobs sorted straight away which I appreciate he did. As Lewis showed as around the van we came to the microwave on opening it we noticed the turntable & roller assy was missing we remembered that on veiwing the van these items were in the front chest draw, we searched but couldn’t find the parts anywhere.
Lewis said he would try find the parts & Once the handover of new van was completed he then said he would carry out the damp check on our old van, I sat outside he was a fair time in our old van & then broke bad news that he had found two high damp readings one just inside the entrance door & in the corner of the bathroom, he said it was common on Venus models, none of these areas were obstructed when we first arrived so knowing the common damp area he could have checked these area’s as the were fully accessible before swapping our belongings over. All our Past change overs, the dealer has always checked for damp before proceeding with the sale.
Lewis then hit us with a dire decision, pay an extra £1000 pounds or change everything back & take our old van home. We were left shocked upset to decide what to do for the best & because we had a Building Society Cheque already made out were so worried we wouldn’t be able to reimburse this & the £500 deposit so we agreed although leaving our financial situation in jeopardy to go ahead & take the new van.
Lewis said he would get the microwave turntable & roller sent to us. We also noticed that the original microwave had been changed for a different model which is worrying.
On reflection I should have refused to take the new van off your premises until it had a complete working microwave.
Not only did I have to pay £1000 extra for our old van, we are now left with a microwave & van not fit for purpose. Feeling very cheated angry, disappointed & disgruntled!
Will seek advice from Citizens Advice if parts not resolved or new microwave not supplied urgently!
Mr & Mrs Bridges"
Hi Mr & Mrs Bridges,
It is always disappointing to receive feedback of this nature. The collection of your new caravan should be a memorable and smooth experience, unfortunately on this occasion that wasn't the case.
Lewis took the decision to perform the damp test once the caravan had been fully emptied. This would seem the logical thing to do instead of doing two partial tests; once on the areas that were accessible whilst the caravan was still loaded and another on the remaining areas once the caravan had been emptied. We maintain that that was the right and best course of action. It just so happened that the areas of damp were accessible whilst the caravan was loaded. Lewis wasn't to know that. If the areas of damp had been found in non accessible areas (due to the caravan being loaded) would that have changed your view and experience with us? The caravan has not been serviced since it was purchased from another dealership in 2016. As a result it is unfortunate that such outcomes are more likely.