Where does he stand?

[bobandjanie]

Advice please. Briefly....an old friend is having problems with his 2018 Burstner low profile.
He bought it from Chelstons and picked it up last May, just as he had paid the balance and took delivery they told him it had a recall on the headlining. The only bit that noticed was inside a locker, which is why he had missed spotting it, you had to pull it away to see the adhesive, wasn't sticking. So the job of redoing the whole lot was meant to be done in June 2018, that was never going to happen, so now it has been in Chelston's a whole month, they have failed at redoing it three times in that time and just keep saying they need it longer. There is also an issue with serious damp/condensation in the rear wardrobe and garage because there is no insulation.
He wants compensation, as well as it fixed (if they can) Chelstons say not us you can try Burstner. Has anyone any advice as to how to proceed? Many thanks, Janie

 

[David and Sally]

He should not go to Burstners. He bought it from Chelstons.

I think he should say he is rejecting the whole van unless a proper and timely fix is done. He has to give them a reasonable time to rectify any faults and so far they have failed in what is well over a reasonable time.

Time to start putting things into writing and noting the contents of any phone calls or meetings.

The Legal Eagles will be along soon.

 

[Figaro]

Definitely shouldn't be damp or condensation and I'd be worried about a lack of insulation. No idea about the recall but something doesn't sound right for the dealer not to fix it.
I'd take it straight to the top at burstner, find out who the CEO is and make a very big fuss.
I think they're past the point of returning as unfit for purpose but worth looking into.

 

[Viennese]

Well Chelstons sold it to him, so they are responsible as is made clear in the Sale of Goods Acts. The contract was between your friend and them. They should compensate him - what they do to get their own recompense from Burstner is up to them. Solicitor's letter time I think! (Or Trading Standards). They can splash a whole lot of money an annual shindigs, they should give him something. Or he could ask for his money back since the van is not fit for purpose! I hope he sorts it!

 

[wiljoy]

As it was purchased from Chelstons then the contract is with them NOT Burstner.
They are responsible for the repair if a warranty was given at the time of purchase last May. Usual situation of dealer passing the buck. Maybe they don't have anyone competent enough to tackle the job.

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[Minxy]

Despite the MH being produced by Burster, the dealer is responsible as they sold it to him, the contract is with them. If they are unable to rectify it then it is they who should liaise with Burstner to see if they can arrange for the manufacturer to effect a repair, however, if its the whole roof lining that's affected I can't see how on earth a dealer can repair it as surely all the fixtures etc would need to be removed to do it?

 

[rosalan]

All observations are sound except it was Burstner who made the recall. I would therefore assume that any Burstner agent could take on the authorised work.
Who is this friend who has problems and passes them on to you. Why is He/She not a member of FUN?

 

[Robert Clark]

Though the van is almost a year old I’d consider rejection after failed first attempt at repair. A solicitor could confirm their position

 

[bobandjanie]

Despite the MH being produced by Burster, the dealer is responsible as they sold it to him, the contract is with them. If they are unable to rectify it then it is they who should liaise with Burstner to see if they can arrange for the manufacturer to effect a repair, however, if its the whole roof lining that's affected I can't see how on earth a dealer can repair it as surely all the fixtures etc would need to be removed to do it?

I know! I saw the size of the job and thought, gulp. Not something you want to have done. Janie

 

[pappajohn]

You can no longer contact Trading Standards personally,
You have to be referred to them by, such as, Citizens Advice if they feel the claims warrant it.

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[sweetie]

Hi Janie
Is it the garage floor that is not insulated ? I,m on my second Burstner neither had insulated floor in garage and when the heating is on the floor has a lot of condensation. The first van I put 25 mm polystyrene and then 6 mm ply. Current van I put form interlocking tiles. I know something that should be done at the factory when they put heating in garage.

Steve

 

[Blackadder]

Which model of Burstner is it? I bought a Burstner from Chelston last October and have a warranty claim outstanding.....

 

[Cliffdale]

My understanding is that if you accept a repair you are accepting the vehicle and that makes rejecting near impossible.

I have some personal experience trying to reject a vehicle. Some of you might remember the days when Mazda got bad reviews because they pulled to the left.

I spoke to solicitors and they advised me to allow the dealer to inspect the vehicle but not allow a repair. If I allowed a repair, that means I have accepted the vehicle in legal terms, whether the repair was successful or not.

Once accepted, you can't reject.

 

[bobandjanie]

Which model of Burstner is it? I bought a Burstner from Chelston last October and have a warranty claim outstanding.....

Hi, we think it's an Ixeo it has a big garage, above the garage is the wardrobe and the bathrooms at the back, the bed comes down over the dinning area and we think the bed is long ways and not transverse bed. Bob.

 

[Langtoftlad]

My understanding is that if you accept a repair you are accepting the vehicle and that makes rejecting near impossible.

I have some personal experience trying to reject a vehicle. Some of you might remember the days when Mazda got bad reviews because they pulled to the left.

I spoke to solicitors and they advised me to allow the dealer to inspect the vehicle but not allow a repair. If I allowed a repair, that means I have accepted the vehicle in legal terms, whether the repair was successful or not.

Once accepted, you can't reject.

I'm not sure that's absolutely correct... I think you have to allow the vendor the opportunity to put faults right... I don't think you lose the right to reject if said repairs aren't acceptable.

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[Jaws]

I'm not sure that's absolutely correct... I think you have to allow the vendor the opportunity to put faults right... I don't think you lose the right to reject if said repairs aren't acceptable.

That is correct, but the regs also state 'in a reasonable time'
That is, of course, subjective, but I would be kicking up stink about it, and wanting a loaner while they have it in the workshop.
A written letter to that effect ( recorded delivery ) followed by spending £40 and getting a solicitor to send one too,saying the same

You would be amazed at the effect on productivity such action can cause !

 

[bobandjanie]

Many thanks everyone, I am making sure he knows all this, he needed a boost to make him feel like there is action that can be taken.
The first point that Chelston IS responsible is useful to have confirmed. I did wonder if anyone else had actually had the headling successfully reattached, I am thinking that particular recall is a small batch, a very small batch. Janie

 

[bobandjanie]

Which model of Burstner is it? I bought a Burstner from Chelston last October and have a warranty claim outstanding.....

Hi, we think it's an Ixeo it has a big garage, above the garage is the wardrobe and the bathrooms at the back, the bed comes down over the dinning area and we think the bed is long ways and not transverse bed. Bob.

IXEO TL 680 G a longitudal drop down bed just like I said to Bob. Nice idea, just what they wanted, but not giving them the good rest they anticipated because of the problems. Janie

 

[The Wino]

I'm no expert but think the thing about not allowing them to repair it if you wanted to reject was the old consumer legislation

 

[peterc10]

My understanding is that if you accept a repair you are accepting the vehicle and that makes rejecting near impossible.

I have some personal experience trying to reject a vehicle. Some of you might remember the days when Mazda got bad reviews because they pulled to the left.

I spoke to solicitors and they advised me to allow the dealer to inspect the vehicle but not allow a repair. If I allowed a repair, that means I have accepted the vehicle in legal terms, whether the repair was successful or not.

Once accepted, you can't reject.

The law has changed since then.

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[Minxy]

Just some queries on the headlining job itself:

As it was supposed to have been done in June 2018 but wasn't did it get any worse than having just the bit in the locker that was 'faulty'?

What work have Chelstons actually tried to do with regard to the headlining - ie just sorted the locker bit or tried to replace the whole lot?

What is the actual state of it now?

 

[bobandjanie]

Just some queries on the headlining job itself:

As it was supposed to have been done in June 2018 but wasn't did it get any worse than having just the bit in the locker that was 'faulty'?

What work have Chelstons actually tried to do with regard to the headlining - ie just sorted the locker bit or tried to replace the whole lot?

What is the actual state of it now?

No, I believe it didn't get worse, but it was a case of recall, not a customer request. And yes....the WHOLE lot. Also, three attempts, still not done, so IMHO it is in a state :-(

 

[Minxy]

No, I believe it didn't get worse, but it was a case of recall, not a customer request. And yes....the WHOLE lot. Also, three attempts, still not done, so IMHO it is in a state :-(

I'd be taking photos to keep a record of what the real state is and also see why they can't sort it. If the rest of the headlining is okay why can't they simply re-stick the unstuck bit?

 

[bobandjanie]

I'd be taking photos to keep a record of what the real state is and also see why they can't sort it. If the rest of the headlining is okay why can't they simply re-stick the unstuck bit?

The whole lot has to come out Mel, cupboards and I would think drop down bed also in the bathroom that's causing damp in the wardrobe and garage.

I would have thought it should be back in the factory being done properly, anything else is a bodge.
Bob.

 

[Minxy]

The whole lot has to come out Mel, cupboards and I would think drop down bed also in the bathroom that's causing damp in the wardrobe and garage.

I would have thought it should be back in the factory being done properly, anything else is a bodge.
Bob.

Totally agree. If I was the owner I'd still be looking to reject it, although he should have done so much sooner so not sure if he can now, as it isn't a simple job, but a major 'upheaval' and the stuff just will NOT go back as it was when built in the factory. The fact that the dealer knew about it but didn't tell him until after he'd paid his dosh doesn't stand them in good light either.

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[bobandjanie]

Probably find they can't stick it or stay stuck, because it's so wet and might have a leak. Bob.

 

[tinkerbell]

I was lucky, few weeks after having our new (to us) motorhome, we found quite by accident it had water ingress, messages etc followed immediately and I handed van back and had my old van back.

 

[Blackadder]

IXEO TL 680 G a longitudal drop down bed just like I said to Bob. Nice idea, just what they wanted, but not giving them the good rest they anticipated because of the problems. Janie

Phew! We tossed up between one of those and the Travelvan - maybe the Ixeo we looked at was the very one! Thankfully we chose the van. Hope your friends get it sorted in the end...

 

[bobandjanie]

Phew! We tossed up between one of those and the Travelvan - maybe the Ixeo we looked at was the very one! Thankfully we chose the van. Hope your friends get it sorted in the end...

Yes may have been the same one, we are waiting to hear from them, they had a phone call said it's done and they went today, so hopefully they have done a good job and our friends are happy.
So annoying when you have problems, because their one they traded in was a nice motorhome. Bob.