Never give up

[Colin McCourt]

Last October I was touring in Greece when three strings on my hab door flyscreen broke, meaning that the door would not close properly. I had extended warranty through MB&G and, seeing this as a failure of the door, I put in a claim to have the door replaced. The cost for the door was over £800, including £41 delivery from Adria, and over £100 in labour to fit. MB&G turned me down claiming this was excluded under the exception of

Excluding': "The adjustment of window catches, stays and associated fittings. Adjustment of blinds, hinges, catches, stays and doors"

I replied to them asking that they revisit their decision as, in my opinion, there was no adjustment that could be made and it was, in fact, broken. They did I not reply to my email.
I decided to go ahead with the replacement anyway, but I also complained to the Financial Ombudsman, stating that their stance was unreasonable, and sent them pictures and the correspondence that I had with MB&G. The Financial Ombudsman’s investigator agreed with me and asked MB&G to comment. MB&G agreed with the findings of the investigator and have agreed to pay my claim! I received an email from them today asking for the receipts and they will pay for the door in full and the labour at £45+VAT, which is the standard under their Ts & Cs.
Using the Financial Ombudsman is really easy, even if it takes over three months to get an investigator on the case, but you have nothing to loose and it costs nothing.
I am currently getting the receipts together and looking forward to having more than £900 put back in my account.

 

[TheAleMan]

Good for you for pursuing the matter..Bravo

 

[Jimbohorlicks]

Well done that man.

 

[Smudger55]

Last October I was touring in Greece when three strings on my hab door flyscreen broke, meaning that the door would not close properly. I had extended warranty through MB&G and, seeing this as a failure of the door, I put in a claim to have the door replaced. The cost for the door was over £800, including £41 delivery from Adria, and over £100 in labour to fit. MB&G turned me down claiming this was excluded under the exception of

I replied to them asking that they revisit their decision as, in my opinion, there was no adjustment that could be made and it was, in fact, broken. They did I not reply to my email.
I decided to go ahead with the replacement anyway, but I also complained to the Financial Ombudsman, stating that their stance was unreasonable, and sent them pictures and the correspondence that I had with MB&G. The Financial Ombudsman’s investigator agreed with me and asked MB&G to comment. MB&G agreed with the findings of the investigator and have agreed to pay my claim! I received an email from them today asking for the receipts and they will pay for the door in full and the labour at £45+VAT, which is the standard under their Ts & Cs.
Using the Financial Ombudsman is really easy, even if it takes over three months to get an investigator on the case, but you have nothing to loose and it costs nothing.
I am currently getting the receipts together and looking forward to having more than £900 put back in my account.

I am pleased you were successful. This information is timely as my plastic "glass" cover on my habitation door has started to come away. Brownhills looked at it yesterday and temporarily repaired it but advised a new Hab door was needed but that my body shell warranty would not cover it. They added that a new door would have to be realigned so that water would not get in.

I may be on a slightly different issue than you but I may have to consider your approach. Cheers Smudger55

 

[Coastal Cruiser.]

Good for younever roll over for these firms , if more people did what you have it would be a lot easier for all to have things repaired at no cost!!

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[VXman]

and the labour at £45+VAT, which is the standard under their Ts & Cs.

Where on earth can you find someone to work for £45 an hour? It's no wonder dealers don't like doing warranty work for manufacturers if that's what they are receiving.

 

[Colin McCourt]

Where on earth can you find someone to work for £45 an hour? It's no wonder dealers don't like doing warranty work for manufacturers if that's what they are receiving.

They don’t. You have to pay the difference.

 

[VXman]

They don’t. You have to pay the difference.

Right - I understand that in your situation. I really meant regarding general warranty work completed by a dealer where you don't pay anything. With my Burstner you generally have to go to the place you bought it to get any warranty work done (even on the 10 year damp warranty) as most other dealers don't want to deal with you due to the low rates they get paid to them by the manufacturer. If £45 is indicative of what they receive it's no wonder dealers refuse to take you on unless you bought from them.

 

[The Wino]

Right - I understand that in your situation. I really meant regarding general warranty work completed by a dealer where you don't pay anything. With my Burstner you generally have to go to the place you bought it to get any warranty work done (even on the 10 year damp warranty) as most other dealers don't want to deal with you due to the low rates they get paid to them by the manufacturer. If £45 is indicative of what they receive it's no wonder dealers refuse to take you on unless you bought from them.

Of course the flip side is if they paid a decent rate the motorhome would have to cost a lot more to cover warranty claims I don't think the manufacturers make huge profits

 

[Colin McCourt]

Right - I understand that in your situation. I really meant regarding general warranty work completed by a dealer where you don't pay anything. With my Burstner you generally have to go to the place you bought it to get any warranty work done (even on the 10 year damp warranty) as most other dealers don't want to deal with you due to the low rates they get paid to them by the manufacturer. If £45 is indicative of what they receive it's no wonder dealers refuse to take you on unless you bought from them.

When I needed warranty work carried out on mine 5 yrs ago Adria were paying £29/hr so dealers add a warranty bucket into the price of each motorhome. They will make on some but loose on others hoping to break even at worst.

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[Larrynwin]

Some years ago I had a Mortgage Endowment which I claimed was miss sold and challenged the broker who refuted my claim, I then put my complaint to the Financial Ombudsman who also rejected my claim, I then rejected their decision at which time they did accept my claim and ordered that the claim be settled which was over £40k.

Never give up!

 

[Colin McCourt]

Quick update. Received the money in my bank yesterday. Using it to get a set of five Fallen Euro All Season Van11 tyres. Got a good deal at £139 per tyre and then £10 saving for each pair bought!