Lowdhams & Lunar....A Warning (1 Viewer)

[mitrepooc]

We purchased a Lunar Landstar RLS from Lowdhams (Gunthorpe Nott's). The van was not brand new but nearly new 7 months with only 1000 miles on the clock. I elected to continue the manufacturers warranties as I do not trust dealer "warranties" plus Lowdhams are not Lunar dealers. After experiencing a few fairly minor issues with the habitation side mainly the furniture, I tried to contact Lunar directly hoping they would hook me up to a fairly local dealer, I was wrong, it seems Lunar's customer service is well.....zero, zilch ,nothing, nada Auto-Sleeper (my last van) it ain't.

I then rang several Lunar dealers in Suffolk & Sussex, the 2 dealers in Sussex were NOT prepared to take my van on, the Suffolk dealer was a caravan dealer mainly & they said they would "take a look" but I would have to pay a £15.40 per hour surcharge.....WHAT! apparently Lunar do not pay the dealers "going rate" hence the surcharge, no wonder dealers do not want to do Lunar's warranty work.

Again made contact with Lunar & they said I'd have to pay it yes really for warranty work, after getting advice that this practise was illegal they responded as they do best with....silence, yep cut me off.

The Caravan Clubs legal advice line informed me that the manufacturer doesn't have to talk to me as my contract (purchase) is with the retailer Lowdhams. This explains why Lunar were dragging their heels shifting their responsibilities to the retailer

I then contacted Lowdhams &....OMG... how the hell this shower makes any money is beyond me.

Too much to write up here so take a look here like a diary:

https://www.caravanclub.co.uk/club-...ips-advice/motorhomes/lunar-customer-service/

 

[DavidG58]

I guess 'minor' will vary between us on how we get it sorted, but it does sound like you might have gone in a bit too cross in the first place, although I would imagine by the time you rewrote it for us to view you made yourself cross again

I suppose Lowdhams will have a problem fulfilling warranty work on Lunar specific parts, but I would have hoped they could cope with universal components

You haven't said how long ago you bought it, is it still inside a year old ?

Hope you are still able to use it and not too put off


edit - just read the link, see you bought it in April 17, so only 12 months old

double edit - re-read you bought it April 16 7 months old then, but still less than 2 years old now if my maths are right

 

[mitrepooc]

Yes I'm very cross......we poured our life savings into what we thought was a top notch conversion, seems like customer service is a dirty word in the motorhome manufacturer/retailer world.

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[hilldweller]

seems like customer service is a dirty word in the motorhome manufacturer/retailer world.

Well you've been around here to know that there is truth in that.

But equally I also detect many people have a really bad attitude for getting the best out of their dealer.

For sure, the way to a good life is to be a lawyer specialising in taking on motorhome retailers. Not for them cheap 'n' cheerful Lunar, nothing but Dethleffs, Hymer and fully services pitches. Wild Camping ? That's when they open two bottles of Bolly.

 

[mitrepooc]

I wasn't cross initially BTW

 

[Lenny HB]

Have you contacted the original selling dealer, I know their contract was with the original purchaser but with this stupid UK rip off of only the supplying dealer will do warranty work I don't see how then can ignore you.

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[mitrepooc]

Have you contacted the original selling dealer, I know their contract was with the original purchaser but with this stupid UK rip off of only the supplying dealer will do warranty work I don't see how then can ignore you.

Brownhills was the original supplying dealer, can't see how they could be of help.

Reading some of the other Lunar Landstar nightmares on here, one bloke being £1200 out of pocket in solicitors fees, a position i don't really want to be in however i feel i'm being tested here & probably have no choice in taking legal action.

 

[Lenny HB]

Brownhills was the original supplying dealer, can't see how they could be of help.

Reading some of the other Lunar Landstar nightmares on here, one bloke being £1200 out of pocket in solicitors fees, a position i don't really want to be in however i feel i'm being tested here & probably have no choice in taking legal action.

How do you know if you haven't spoken to them.

 

[mitrepooc]

How do you know if you haven't spoken to them.

True

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[hilldweller]

have no choice in taking legal action.

Well at least do it on the cheap via the small claims court.

 

[mitrepooc]

Well at least do it on the cheap via the small claims court.

What do i claim for? the cost of the repairs? the van not being fit for purpose & not being of merchantable quality? do i sue for my money back, if yes will have to go to proper court as the van is over 10k (AFAIK that is the limit on small claims)? I don't know what to do, i keep getting advice like contact the dealer, contact the manufacturer, tell them they are in breach of their contracts etc etc all done BTW they (Lunar & Lowdhams) don't give a stuff!

Cheers.

 

[Gizmouk]

Your contract is with Lowdhams, you have no contract with Lunar.
I think you've been exceptionally patient !
Personally, I would stop communicating with the grunts, and go straight to the top. Send the MD of Lowdhams a "last letter before legal action" with clear expectations and timescales - if you want more of a clout, instruct a solicitor to send one.
The day after the final day, go onto the next step: www.gov.uk/make-court-claim-for-money/overview
You can claim for:

• Cost of repairs
• Any reasonable expenses (Keep a record of everything).

The court hearing will initially be raised at the County Court closest to Lowdhams. However, it's your right (and is dead easy) to then have the hearing moved to a County Court of your choice.
Chances are, it won't even get to Court. Once they've taken advice from someone who actually understands consumer law, they'll realise they're on ice so thin its normally referred to as water

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[hilldweller]

What do i claim for?
Cheers.

It's really not so much "for" but what you are legally entitled to, get it wrong and you are stuffed.

As you know your only contract is with Lowdhams and you mention a few minor hab issues. So my ignorant thought is, you send a letter to the CEO Lowdhams detailing your reasonable requests and state politely if they do not carry out the repairs you will have the repairs done and pursue them through the small claims court.

The EU law is on your side as I believe there is an implied 6 year period when you can expect no major disasters.

 

[whingyraindrop]

If you paid anything over £100 of the purchase price by credit card then contact the credit card company and say that you wish to discuss a section 75 claim.
Prior to doing that, read all about your rights regarding Section 75 on the Money Saving Expert website.

Lorraine

Ps my experience of my complaint regarding unsatisfactory and unfit for purpose goods being dismissed by the company involved, for several years, was resolved in weeks when the credit card company (MBNA) became involved. The company suddenly decided that they could resolve the issue and the faulty goods were replaced with new. It's worth using a credit card for this protection.

 

[Tootles]

seems like customer service is a dirty word in the motorhome manufacturer/retailer world.

Correct. Which is why I always buy second hand vans from a Pakistani gentleman who keeps them on his council house front garden in Dewsbury. Admittedly, not the most auspicious of purchasing surroundings, but we always get a brew and cakes, his family are really nice, he runs our chosen vehicle over to Lancaster freebie, and he knows that if he crosses me, he will get a swift one in the chapattis......

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[Lenny HB]

If you paid anything over £100 of the purchase price by credit card then contact the credit card company and say that you wish to discuss a section 75 claim.
Prior to doing that, read all about your rights regarding Section 75 on the Money Saving Expert website.

Only applies when the total purchase price is under £30k.

 

[mitrepooc]

The van was purchased with part exchange & cash

 

[mitrepooc]

Received this today from Lowdhams:

Mr Cooper .


I wish to try to resolve this issue for you , in order to do this I need your help.


I have contacted the Lunar factory in Preston , who are quite happy to view your vehicle and from there they will be able to advise what they class as warranty issues and what they class as normal build quality .


As the manufacturer of the vehicle They are the only people who can give an accurate decision as to what they class as normal or correct or faults ..




Assuming you are willing to let Lunar inspect your vehicle . Please let me have a current list of issues that need to be viewed /resolved .


And also advise if you wish to take the vehicle directly to Preston ,or you wish us to take it on your behalf .


Once I have your answers ,I will then be able to proceed to resolve your issues .



Regards

I still cant believe the neck on these people, Preston is 240 miles from me & judging from another Lunar victim the factory is just as inept.
Am I being unreasonable here or are Lowdhams covering their arse &/or their responsibilities over to Lunar?

Cheers.

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[andyman]

I would take up Lowdhams offer of taking the van for you

 

[Derbyshire wanderer]

Whether or not the Lunar factory is inept, if you let Lowdhams deal with it at their expense you have little to lose.
Telling them to stick it is a good a saying you are unreasonable should it end up legal and you may then lose some of your potential claim.

 

[Paul and Kate]

Our cousin bought their swift from Lowdhams
After a leaking side window which was repaired twice now they have a leak somewhere behind the fridge
They've only had the mh 2 months
Guess what
Lowdhams not interested and our cousin is in direct communication with swift who are fetching the mh this Thursday
Looks like most dealers have there bad moments

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[funflair]

I would take it to Preston, if its the manufacturer warranty that you want to put stuff right the least you should do is let them have a look.

Martin

 

[Barclaybasher]

Who'd want to be a MH dealer ? .......... not me ............manufacturing problems left for dealers to sort...

and dealers crucified on social media............

MHs are expensive - and complicated............. (not mine) and manufacturers and dealers are under pressure to cut costs and offer 'value'............. sometimes they can't do both............

Customers (naturally) want the best for less ................. can't be done

 

[BusyBuilder]

Reminds me of my older brother who bought a new leaky Lunar a few years ago, almost put him off motorhomes for life, he eventually swapped it for a Hymer, and never looked back.

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[Lenny HB]

Reminds me of my older brother who bought a new leaky Lunar a few years ago, almost put him off motorhomes for life, he eventually swapped it for a Hymer, and never looked back.

I had a leaky Lunar caravan, more water in the walls than the garden pond. I would never buy British again.
On our 3rd Hymer.

 

[Lenny HB]

I would take it to Preston and get Lowdhams to cover your costs. At least then you get to talk to the manufacturer direct.
If they take it you will probably end up getting fobbed off again.

Don't forget to charge them labour at £80/hour.

 

[mitrepooc]

Thanks to all who replied.

I've had a few days to think about Lowdhams offer & to me all they are doing is palming me off to Lunar who seem as inept as Lowdhams.

I've just sent this reply:

Hello,

You wish for yet another list of the problems with the van......I'm stunned.

Forget about the van going to Lunars factory it's not going to happen.

What you or Lunar deem "normal build quality" is irrelevant, bits are broken, bits are coming unstuck, bits don't work & bits that are warped to me that's warranty.

To minimise your oncost may I suggest either you or Lunar appoint a proper dealer local to me, or you or Lunar can inspect at my address.

I am dissapointed we have come to this, it now looks like I have no choice but to appoint legal council having lost faith in you as a company & Lunar as a manufacturer.

Friday the 21st July 2017 will be our 1 year anniversary....congratulations.

Regards.

Whatever the outcome I may give up motorhoming, for me this experience has weighed me down depressed me even, seems my expectations were too high.

Thanks to all again.

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[Camperdoodle]

I've got the same problem with Swift on my Bessacarr 462 which is 10 months old. I bought mine second hand with 200 miles on the clock from Kent and I live in N Wales. I've tried all the local Swift dealers within 50 miles and their not interested and all I need is a rear view monitor. Spoken to Swift and they say they can't force them to help although in the hand book it says I can go to any local dealership. I've been going round in circles since April. Like you mine was originally bought form Brownhills and I've been in touch and they are happy to help, but they are 3 hours away, but looking on their website they do have an area with hookup if you want to spend the night.

Just seen your last post

Like you I was very patient at first, but then got angry with all concerned. So I decided to bite the bullet it wasn't worth the aggravation. Don't give up on the van, don't let them get the better of you.

 

[Deleted member 29692]

I've had a few days to think about Lowdhams offer & to me all they are doing is palming me off to Lunar who seem as inept as Lowdhams.

I don't really understand what you want them to do.

You said in your OP that you specifically wanted manufacturers warranty but you don't want the manufacturers to work on the van?

The offer they made was perfectly reasonable and all they're obliged to do. Neither the dealer or the manufacturer are under any obligation whatsoever to come to you, that simply does not happen, and they're under no obligation to appoint anyone else to carry out the work.

By sending that reply you've created a massive problem for yourself if you do decide to attempt legal action. The dealer can and will argue that you've refused their reasonable offer to resolve the issues.

 

[mitrepooc]

I don't really understand what you want them to do.

You said in your OP that you specifically wanted manufacturers warranty but you don't want the manufacturers to work on the van?

The offer they made was perfectly reasonable and all they're obliged to do. Neither the dealer or the manufacturer are under any obligation whatsoever to come to you, that simply does not happen, and they're under no obligation to appoint anyone else to carry out the work.

By sending that reply you've created a massive problem for yourself if you do decide to attempt legal action. The dealer can and will argue that you've refused their reasonable offer to resolve the issues.

Why would I have come across unreasonable did you not read the whole story?

This has been dragging on for a year I have had 4 (Four) service advisors all of whom have apologised & ordered parts all lies. On every occasion with the new service advisors i have had to explain, measure & wait. After few weeks of silence i email only to be told that the particular service advisor no longer works for Lowdhams 3 times this has happened never occurs to them to follow up.
The motorhome has been in their possession twice, once to highlight the problems & once to fix the problems which they did not do. I live approx 165 miles from Lowdhams how many times do I have to trapse up down to them for them to do nothing?

Preston is 252 miles from me, who pays to get there? Lowdhams's offer to take it there seems quite reasonable but someone will have to take it there if they can spare someone to drive it there why can't they send someone to come and appraise it? I said i would bring the motorhome to them if they could guarantee all items would be fixed, they went silent a favourite Lowdham pass time.
A dealer has one time to fix the problem (according to Caravan Club Legal) this has patently not happened.

I have contacted Lunar directly to no avail, according to Lunar i can take the van to ANY NCC registered workshop (i have this in writing) which I have tried, as soon as you mention Lunar & warranty they don't want to know, one Lunar dealer wanted £15.40 per hour from me to cover the shortful as Lunar do not pay the workshops going rate' Lunar pay Lunars going rate.
I have read on here a Landstar owner who sent his motorhome to Lunar for various fixes only for Lunar to keep his van for several months & the problems still not fixed.

I must stress there is nothing majorly wrong with the van, it is well equipped, ALL of the white goods function as they should & the Mercedes part is superb, it's the fixtures & fittings & if i'm having these problems now it doesn't bode well for it's longevity don't you think?

I know it seems i'm unreasonable here but I have lost faith in both the dealer & the manufacturer & this is the "car crash" that has happened.

Cheers

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