Dealers tactics

[Basildog]

We have an ongoing problem with a Hymer thing we purchased new in 2018 .
Dealers said they would look into purchasing the vehicle back from us !
Result or so I mistakenly thought as they mentioned compensation and us not being out of pocket etc etc ,
Well all false hopes and promises as buy back offer is below bottom trade !
Sales manager now wants us to start legal ( at directors request ) action to give the dealers more clout in seeking compensation from HYMER.
Thoughts please as I am beyond words and totally disgusted at being used like this ?

 

[pappajohn]

Book an appointment with citizens advice and ask for a 1/2hr consultation with a duty solicitor.
They will tell you the best course of action.
I believe the 1/2 consultation is still free.

 

[steve 6644]

Did you state you wanted to reject it at any stage within the first 30 days or has this just been a problem that went back and forth over time.

 

[Basildog]

Did you state you wanted to reject it at any stage within the first 30 days or has this just been a problem that went back and forth over time.

Gone on for the last 18 months
Have had an independent report approximately a month ago and his advice is to reject but as they made the offer and we honestly believed that they would come back with a fair offer we thought the nightmare was over .

 

[Theonlysue]

Have you legal expenses on your insurance??

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[steve 6644]

The dealer will probably try to wear you down with the stress of it all and that works a lot of the time I would think. I would take Pappajohns advice, you really need an expert to short circuit the agravation and get to the reality of the law and whether any judgement can be made in your favour. Its a bloody awful feeling, I know from experience but the law is the law and the sooner you are in a position to accept its reality the better for you.
Good luck with it mate.

 

[St Piran]

A personal question, is the MH on finance?
If it is your contract is with the finance house and it’s them you need to peruse if you want to reject the MH. If you paid cash then it’s the dealer.

 

[Basildog]

A personal question, is the MH on finance?
If it is your contract is with the finance house and it’s them you need to peruse if you want to reject the MH. If you paid cash then it’s the dealer.

Sadly we paid for it ?
Spoken with a solicitor today and have a plan .
Having bought over 50 new vehicles in my time I thought I had been lucky when you read other people’s stories, when it happens to you it eats you up and consumes you as there doesn’t seem a way out of the nightmare.

 

[St Piran]

Sadly we paid for it ?⚠☹
Spoken with a solicitor today and have a plan .
Having bought over 50 new vehicles in my time I thought I had been lucky when you read other people’s stories, when it happens to you it eats you up and consumes you as there doesn’t seem a way out of the nightmare.

I hope all goes well and the plan goes to plan as it were. ?

 

[CazPaul]

Sadly we paid for it ?⚠☹
Spoken with a solicitor today and have a plan .
Having bought over 50 new vehicles in my time I thought I had been lucky when you read other people’s stories, when it happens to you it eats you up and consumes you as there doesn’t seem a way out of the nightmare.

What a shame, feel for you, I have read lots of your posts and the van has been nothing but trouble right from the start.

Has it put you off motorhomes, will you buy another van when it's finally sorted?

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[Chris]

Good luck with it.

Get your paperwork in order now. All emails, handwritten notes of telephone conversations etc. As solicitor will want to see it I expect.

Try to write down and record exactly who said what to whom and when.

 

[Gromett]

I have no advice or suggestions. But I do want to wish you the best of luck in getting it resolved to your satisfaction.

 

[Lenny HB]

Good luck I hope you get some result now you have a solicitor on the case.

 

[Basildog]

What a shame, feel for you, I have read lots of your posts and the van has been nothing but trouble right from the start.

Has it put you off motorhomes, will you buy another van when it's finally sorted?

Yes it’s absolutely put us off getting another van , every van we look at now seems to be so badly built .
Trouble is once you start hating something you aren’t objective about anything anymore.

 

[Basildog]

Good luck I hope you get some result now you have a solicitor on the case.

You will probably be surprised by what the solicitor actually had to say !
My type of guy he was straight talking and certainly didn’t pussy foot about.
I think it’s still going to be direct action as I want to damage the dealers reputation as much as possible now , I have 3 months spare as have cancelled our trip so anger levels are through the roof and to be honest I don’t care about any consequences.

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[Basildog]

Good luck I hope you get some result now you have a solicitor on the case.

Do you think they will realise that I am not a happy customer or should I be clearer ?
Dear Sirs
I cannot actually express how disappointed and let down as long standing customers we both feel by the repeated lies and false promises that we have received during the last 18 months.
As usual It took huge upsets to get to Director level yet again ! You made contact then just ignored the situation for weeks and despite receiving emails from ***** with false promises nothing was done and certainly no constructive offers to either rectify the vehicle or purchase it and yet again you have passed it down and certainly haven’t bothered monitoring your promises when you have had involvement.
Management at ********* is at best Lackadaisical and apathetic with little or no idea of customer service or following up on situations.


There have been issues with the vehicle from handover which I have documented .
I genuinely thought this nightmare was at an end when at your suggestion, not mine , you offered to purchase the vehicle back from us and stated that we should not lose out as these issues were totally unacceptable and you weren’t aware of just how many problems we have actually had, you even said that we should be compensated !
My suspicion was that your promises would amount to nothing but I was willing to give it one last attempt !
I won’t bother detailing all the problems and issues here as they will probably only be ignored or bodged up by the resident 5 year olds in your workshop anyway , I have pictures of the tape on the door catches we were sent away at Xmas with !
I have accurate records of all communication and visits to your premises for failed repairs and incorrect parts collection etc , I doubt your company has this absolute record of facts .
Now you have yet again passed the buck (which now puts the total number of different staff we have been bouncing around with to 10 ) to another staff member who has absolutely no knowledge of the situation and is actually being put in an impossible situation by yourself.
I have absolutely no faith in *********** or your ability to rectify our vehicle as I already know of another owner that is coming back for attempt number 3 on the rear panel leak !
Your offer of £72,000.00 from your sales manager was an insult and certainly didn’t contain any compensation and he also started spouting about how you didn’t want to purchase a secondhand vehicle st this time of year due to market situation and stocking levels etc .
Let me be very clear you are not purchasing this vehicle for your convenience or comfort this is about your company doing the right thing for a customer and following through on your promises for once , it is supposed to hurt your business not make you a profit .
I will only accept the full purchase price as a refund .
As previously stated the vehicle is still available for your company or representatives to come and inspect for yourselves.
I didn’t want to have to go down both the legal route and direct action but If I have to I will do both as I have been advised to reject the vehicle by 2 different independent engineers.
Despite repeated requests I never had a comprehensive list of all outstanding issues from you and you haven’t even bothered with the damage caused by your company to our vehicle at the last visit .
********* is in my opinion rotten from the top down .

Just so you are under no illusions if you force me to pull the trigger on direct action it won’t then be about just getting our problems resolved with *********** and Hymer but will be about inflicting as much damage to both your businesses and reputation as is possible.
I will be having the vehicle professionally sign written up and it will be taken on a 3 month tour ( cancelled our European trip thanks to ************ ) of every Hymer dealership and the NEC show .
I will post and contact as many organisations as possible including but not limited to :
Facebook
Motorhome forums
Local news
National news
NCC
BBC watchdog
Leisure industry publications
Hymer factory visit with sign written vehicle

Regards

 

[Nixdorfer]

Feisty! like it

There's no pussy footing about, hope it does the job and they pull their finger out.
Give them hell and good luck

 

[St Piran]

Did your legal person advise you to write that last paragraph?

 

[Chris]

Did your legal person advise you to write that last paragraph?

Nope

 

[HandyAndy]

You will probably be surprised by what the solicitor actually had to say !
My type of guy he was straight talking and certainly didn’t pussy foot about.
I think it’s still going to be direct action as I want to damage the dealers reputation as much as possible now , I have 3 months spare as have cancelled our trip so anger levels are through the roof and to be honest I don’t care about any consequences.

That's the spirit.. Hope hope you nail the b-tards to the wall.

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[Lenny HB]

Sounds good but more likely to get their backs up and make them dig there heels in.

I think it's best left to your solicitor as thought of legal action will get them far more worried.

 

[Chris]

You will probably be surprised by what the solicitor actually had to say !
My type of guy he was straight talking and certainly didn’t pussy foot about.
I think it’s still going to be direct action as I want to damage the dealers reputation as much as possible now , I have 3 months spare as have cancelled our trip so anger levels are through the roof and to be honest I don’t care about any consequences.

Seriously?

Step back and let your lawyer deal with this.

I guarantee that’s the best way of dealing with this. If you start guerrilla warfare in the background it will undermine what your lawyer is doing.

 

[eddie]

Good luck with it.

Get your paperwork in order now. All emails, handwritten notes of telephone conversations etc. As solicitor will want to see it I expect.

Try to write down and record exactly who said what to whom and when.

Chris is an idiot about everything rugby

He is a 100% nice guy, and a successful lawyer, So needs to be listened to,

 

[Nixdorfer]

When i did a rejection letter for our MH I put what I'd like to say to them first but in the end toned it down and just stuck to the facts and what outcome I wanted.. It worked

As much as you'd like to rip them all a new one keep it professional and you'd probably get more results. Let your lawyer vet it first. The last bit about damages and reputation would be my main concern

But if you end up resorting to that then so be it if alll else fails

 

[jockaneezer]

Do the asterix's actually add up to the number of letters in the dealer's name, just trying to narrow it down a bit.

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[Basildog]

Do the asterix's actually add up to the number of letters in the dealer's name, just trying to narrow it down a bit.

No sorry threw you a curve ball on that one as preempted that ??

 

[jockaneezer]

You bugger, my money was on Low**am's.

 

[steve 6644]

Man do I understand the frustration and anger, up until yesterday I was about to put the van in storage, let my solicitor deal with rejecting it and just buy a new van and take the consequences. I had such a bastard of a day I just had to back off of all the anger and stress. I was sitting on the hard shoulder of the M25 waiting for the recovery truck at the time.


Just to prove that happened and you can tell how stressed out I was, I uploaded my temper video to utube just now. First time I have ever done this.

Please excuse the language but I am sure Basildog will understand.
I was on my way to Wokingham Motorhomes to get a definitive assessment of the final problems with the van, so an important step in resolving a very stressful dispute, and this had to happen!, bastard van, last straw, I lost the plot and went nuts about it.
It later turned out that just like appydaze yesterday I had the wrong fuel in the tank thanks to the wrong colour grip at the garage. Another dispute to sort out! and nothing to do with the van, but...
I can’t afford the stress of this bloody van anymore and my advice to myself as of yesterday, is to simply step to one side and watch the conclusion to the problem go past me rather than through me and go where it goes via the reality of the law and consumer rights. Fukk it!

I did just manage to get to Wokingham eventually after being taken to Cobham services and then waiting to get the full tank pumped out by the AA.
I have to say I would recommend Wokingham Motorhomes hands down, no bullshit, down to earth old school blokes who know exactly what they are doing and genuinely care. So thankful they hung on and gave me a definitive appraisal to work with and fixed a step that had come adrift without charging me. Top guys.

Be careful Basildog, don't do what I have done and get everything out of proportion and emotional, it’s a killer mate. I didn't manage to stay in control of my disappointment and made everything worse, I don't know your dealer or whether they have been good or arseholes. I bought my van from Webbs in Reading. The fact is they did bugger all to prepare it properly (in my opinion) and consequently we had a sequential journey of problem discoveries that ruined every break we have had and dominated all my thinking since as a result. They have paid for everything that has had to be done, quickly and without too much quibble. But, I still want to bash someone in their pdi/hab department for letting the van out unchecked.

I don't think that these guys understand or care just what their lack of care inflicts on us. This van has been the worst buying experience I have ever had, all due to a lack of care and incidentally has cost them two sales to my family, both have spent over sixty grand each too.

Take care mate it will end, just make sure you are still here when it does. Bugger the money and bugger the anger. It is what it is and the law will decide what that means to you, you have to live with it not die because of it.
Yesterday wiped me out, I'm completely exhausted with it all but quite calm now funny enough.

Sorry to go on but your stress coincides with mine and anyway why not have a good bleat, plus I lost my utube virginity

 

[138go]

It’s not worth ruining your health for. The idiots you are dealing with are just that. We had a Pilote with an electric bed. The service manager with his sumersilious grin and “ was it completely flat sir “ really got up my nose. When it jammed in a car park he suggested that I might ask the Campsite Warden to have a look at it. Gave up with it not worth the hassle just took the hit and traded it in with the bed jammed.

Sorry to hear that you have had so many problems.

Suppose you could Trade it in and buy a New Vehicle and then use Small Claims to get back the difference. At least that way you have a MH you can use and less stress.

I had problems with a Swift a few years ago. The monkeys at the Dealership had no clue. Book it in for 5 items to be fixed go back to find out they have only sorted out one and created 2 more. Finished up fixing it myself and sending them a bill. Then followed up with Small Claims and they paid.

 

[Basildog]

Seriously?

Step back and let your lawyer deal with this.

I guarantee that’s the best way of dealing with this. If you start guerrilla warfare in the background it will undermine what your lawyer is doing.

Whilst I really appreciate your advice it’s funny as the solicitor I spoke with said it’s a very British and middle class belief that the law will resolve problems or even be fair .
As he said the legal route will take a very predictable and probably well known route for the dealers and the longer it goes on and the more they drag their heels the more exhausted and ground down the customer becomes so normally just settles to avoid further grief .
What he did say was that companies don’t like unpredictable and unknown and that whilst direct action may be extremely stressful the dealers aren’t in control and are far more likely to want the situation resolved quickly.

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