My wife and I just purchased our first van from a local dealership and it appears we have been ripped off.
The van is a 2010 Retreat Macquarie, at this stage I would not like to name the dealer in case they are willing to resolve the issue.
The van was dropped off at our house yesterday and today whilst cleaning out the front tool locker on the upper front wall of the locker I found a large section of damp which appears to be rotten. This also travel up into the inside cupboard of the van itself although you can't see it in the van only feel it.
My question is what rights do I have for getting this fixed or returning the van? They clearly stated no warranty however they were suppose to do a full pre purchase inspection in which this would have been picked up. They also said if I reported anything straight away then (within a week) then they would consider it.
Can anyone advise on if we have any rights? this was most definitely known about and not disclosed to us.
Instead of being excited about our trip I am devastated to have found this! what do repairs of this nature normal cost?
Forgot to mention we inspected inside all the van cupboards prior to purchase but couldn't see or feel any issues at the time of the inspection.
Bruce and Bev said
08:38 PM Sep 17, 2016
you still have a limited warranty despite being 2nd hand.
Without delay you need to email (not phone) the Dealer listing the faults giving them 7 working days to respond.
If they fail to do so, then immediately contact the ACCC or your state consumer protection dept. They will advise you where you stand and then send you out a complaint form (by email). You will need to attach your email letter to the Dealer about the faults and your request for them to remedy the faults immediately.
Don't back down - you will be supported by ACCC or your state consumer dept and if they fail to fix the problem properly, then they will be prosecuted
Usually the Dealer will do the repair work if you mention in your email to them that they have 7 working days and if they fail to repair promptly, you will be making a formal complaint to the ACCC (retailers are scared of the ACCC and they accumulate "bad" points for every complaint made about them)
dishlicker said
09:11 PM Sep 17, 2016
Hi
I may be wrong here but i believe there is a 30 day cooling off period check out contract of sale best of luck
hako said
11:51 PM Sep 17, 2016
I'd be inclined to give the dealer the benefit of doubt and promptly notify them making sure you take the van with you to their showroom for their inspection. Print off the images you've posted on this forum so you can hand them photographic evidence especially if you see the manager who may not want to dirty his hands by doing a physical inspection.
Play it cool and don't upset them - no thumping the desk and demanding action. If they are a reputable company I'm sure they will rectify the situation.
Take your wife along as well for better effect.
Good Luck and I'm sure it will all turn out well and your future trips will be everything you've dreamt of.
Regards
TheHeaths said
12:06 AM Sep 18, 2016
Matthew,
I am with Hako. If you looked and didn't notice it, they may well have done the same. Give them the benefit of the doubt until proven otherwise. Certainly don't make any veiled comments re ACCC or the like until you are certain they are declining to assist you.
Just follow up immediately and see how you go. My fear would be that as it is second hand, it may be difficult to get anything done despite any implied warranty or threats of action by ACCC if the dealer can establish that you inspected it prior to purchase, didn't note anything, and still proceeded with purchase.
Good luck and hope you get it sorted to your satisfaction.
mezza56 said
07:59 AM Sep 18, 2016
Hi Mathew 66
Send your pics to Peter at advantage caravans repairs and ask his advice
He writes a page in the caravan mag to do with maintenance issues
He could give you some idea of cost , I can only guess but I'd say you wouldn't get much change out of $5k
probably have damge to frame inside also
He'd be a good start anyway
Weedpharma said
08:38 AM Sep 18, 2016
All of that looks like it should have been seen prior to purchase. It would not have occurred in a few weeks.
By all means try to have the dealer repair it but don't be surprised if you are told you bought it as is.
Weedpharma
kezngaz said
10:35 AM Sep 18, 2016
You have rights.
We had issues and once the consumer complaints called them, they were more than happy to assist us.
Be persistant, dont back down.
Best of luck.
Kezngaz.
iana said
10:38 AM Sep 18, 2016
Did you sign any form that states something like "sold as is where is" ?
Should have been a brief on how to use and set up everything, including the vehicle setup.
Delivering to your house sounds sus.
Keep a written record of dates times events and what was said.
Good luck.
PeterD said
01:21 PM Sep 18, 2016
Which state do you live & dealt in?
mathew46 said
04:17 PM Sep 18, 2016
Hi thanks everyone for the detailed responses. I am hoping the dealer does assist and I have sent them an email with pictures asking them to do so. As it is Sunday I won't get a response until at least tomorrow.
We live in WA.
Before the sale I was told numerous times that no warranty was offered but if I found anything within a week of purchase then they would assist. I did sign a form saying I understood no warranty was offered.
After a more detailed inspection today it appears to be worse than i first thought. I have attached another picture. Red indicates areas that have definitely been affected and will need to be replaced. Yellow are the possible areas that could have been affected an may need to be replaced.
If we end up getting screwed on this what are some ball park figures to repair this? $1k-$2k / $2k-$4k / $4k-$6k / $6k-$8k / >$8k
Basically if they don't come good and repair it we won't have the money for our trip and will need to repair and sell it at a loss.
Re (Before the sale I was told numerous times that no warranty was offered but if I found anything within a week of purchase then they would assist. I did sign a form saying I understood no warranty was offered. )
Mathew, I think they knew about the problem because of the numerous mentions.
Re If anything found within a week, Do you have that in writing, anybody else hear it said?
Did you buy Friday week ago, so now you week has already gone?
Quite frankly, If I knew the dealer and had heard that he does good work, I would be happy for him to do the rectification, otherwise I would we wary of a quick fix, I would look to another Org to do the fix or look at doing the fix myself with some help/advice if needed.
I would not let this colour your RV experience, when the van is fixed, get out there and enjoy camping/exploring eg by a river/creek and watching the mist rise in the early morning sunlight.
Peter
mathew46 said
07:53 PM Sep 18, 2016
Hi Peter
I don't have the within a week in writing only verbally.
We bought the van officially last Thursday and it was delivered Friday afternoon as we don't have a Tow Vehicle yet ,so only had it 2 days now.
I emailed Peter at advantage caravans repairs and he quotes $4500-$5500 to completely redo the front end.
I was actually thinking that if they did know and they were that dodgy to sell it to me then they may just cover it up more then fix it.
If they repair it I may ask for pictures of the repairs so I can make sure they pull the full front end off and replace the timber.
Will see how I go tomorrow when and if they respond to my email.
I have a feeling I will need to take this further but am hoping its not the case.
Mathew
Weedpharma said
04:05 PM Sep 19, 2016
Did you pay market price (same as similar caravans) or was it discounted?
Weedpharma
Bushpie said
04:48 PM Sep 20, 2016
Hi Mathew.... I have sent a pm requesting further info......would love to hear back from you
James
Grubbygypsy said
11:16 AM Oct 5, 2016
Unscrupulous aren't they? My van was a brand new TRAVELLER and had leaks that were under warranty. Because I was in an area where there were no repairers and I was under a shed at the time, we struck a deal that it would be honoured when I could get to an area to get it fixed. Did that happen? Nooooooooo........I got them all fixed and sent the invoice I paid and it was ignored!! I pretty much expected that and just will NEVER buy another TRAVELLER van. I also tell people who are thinking of one (as most people like them on face value). It'll be a Retreat for me next time I reckon.
-- Edited by Grubbygypsy on Wednesday 5th of October 2016 11:17:17 AM
Hi All,
My wife and I just purchased our first van from a local dealership and it appears we have been ripped off.
The van is a 2010 Retreat Macquarie, at this stage I would not like to name the dealer in case they are willing to resolve the issue.
The van was dropped off at our house yesterday and today whilst cleaning out the front tool locker on the upper front wall of the locker I found a large section of damp which appears to be rotten. This also travel up into the inside cupboard of the van itself although you can't see it in the van only feel it.
My question is what rights do I have for getting this fixed or returning the van? They clearly stated no warranty however they were suppose to do a full pre purchase inspection in which this would have been picked up. They also said if I reported anything straight away then (within a week) then they would consider it.
Can anyone advise on if we have any rights? this was most definitely known about and not disclosed to us.
Instead of being excited about our trip I am devastated to have found this! what do repairs of this nature normal cost?
Without delay you need to email (not phone) the Dealer listing the faults giving them 7 working days to respond.
If they fail to do so, then immediately contact the ACCC or your state consumer protection dept. They will advise you where you stand and then send you out a complaint form (by email). You will need to attach your email letter to the Dealer about the faults and your request for them to remedy the faults immediately.
Don't back down - you will be supported by ACCC or your state consumer dept and if they fail to fix the problem properly, then they will be prosecuted
Usually the Dealer will do the repair work if you mention in your email to them that they have 7 working days and if they fail to repair promptly, you will be making a formal complaint to the ACCC (retailers are scared of the ACCC and they accumulate "bad" points for every complaint made about them)
Hi
I may be wrong here but i believe there is a 30 day cooling off period check out contract of sale best of luck
Play it cool and don't upset them - no thumping the desk and demanding action. If they are a reputable company I'm sure they will rectify the situation.
Take your wife along as well for better effect.
Good Luck and I'm sure it will all turn out well and your future trips will be everything you've dreamt of.
Regards
I am with Hako. If you looked and didn't notice it, they may well have done the same. Give them the benefit of the doubt until proven otherwise. Certainly don't make any veiled comments re ACCC or the like until you are certain they are declining to assist you.
Just follow up immediately and see how you go. My fear would be that as it is second hand, it may be difficult to get anything done despite any implied warranty or threats of action by ACCC if the dealer can establish that you inspected it prior to purchase, didn't note anything, and still proceeded with purchase.
Good luck and hope you get it sorted to your satisfaction.
Hi Mathew 66
Send your pics to Peter at advantage caravans repairs and ask his advice
He writes a page in the caravan mag to do with maintenance issues
He could give you some idea of cost , I can only guess but I'd say you wouldn't get much change out of $5k
probably have damge to frame inside also
He'd be a good start anyway
By all means try to have the dealer repair it but don't be surprised if you are told you bought it as is.
Weedpharma
We had issues and once the consumer complaints called them, they were more than happy to assist us.
Be persistant, dont back down.
Best of luck.
Kezngaz.
Should have been a brief on how to use and set up everything, including the vehicle setup.
Delivering to your house sounds sus.
Keep a written record of dates times events and what was said.
Good luck.
Hi thanks everyone for the detailed responses. I am hoping the dealer does assist and I have sent them an email with pictures asking them to do so. As it is Sunday I won't get a response until at least tomorrow.
We live in WA.
Before the sale I was told numerous times that no warranty was offered but if I found anything within a week of purchase then they would assist. I did sign a form saying I understood no warranty was offered.
After a more detailed inspection today it appears to be worse than i first thought. I have attached another picture. Red indicates areas that have definitely been affected and will need to be replaced. Yellow are the possible areas that could have been affected an may need to be replaced.
If we end up getting screwed on this what are some ball park figures to repair this? $1k-$2k / $2k-$4k / $4k-$6k / $6k-$8k / >$8k
Basically if they don't come good and repair it we won't have the money for our trip and will need to repair and sell it at a loss.
Mathew, I think they knew about the problem because of the numerous mentions.
Re If anything found within a week, Do you have that in writing, anybody else hear it said?
Did you buy Friday week ago, so now you week has already gone?
Quite frankly, If I knew the dealer and had heard that he does good work, I would be happy for him to do the rectification, otherwise I would we wary of a quick fix, I would look to another Org to do the fix or look at doing the fix myself with some help/advice if needed.
I would not let this colour your RV experience, when the van is fixed, get out there and enjoy camping/exploring eg by a river/creek and watching the mist rise in the early morning sunlight.
Peter
I don't have the within a week in writing only verbally.
We bought the van officially last Thursday and it was delivered Friday afternoon as we don't have a Tow Vehicle yet ,so only had it 2 days now.
I emailed Peter at advantage caravans repairs and he quotes $4500-$5500 to completely redo the front end.
I was actually thinking that if they did know and they were that dodgy to sell it to me then they may just cover it up more then fix it.
If they repair it I may ask for pictures of the repairs so I can make sure they pull the full front end off and replace the timber.
Will see how I go tomorrow when and if they respond to my email.
I have a feeling I will need to take this further but am hoping its not the case.
Mathew
Weedpharma
James
Unscrupulous aren't they?
My van was a brand new TRAVELLER and had leaks that were under warranty. Because I was in an area where there were no repairers and I was under a shed at the time, we struck a deal that it would be honoured when I could get to an area to get it fixed. Did that happen? Nooooooooo........I got them all fixed and sent the invoice I paid and it was ignored!!
I pretty much expected that and just will NEVER buy another TRAVELLER van. I also tell people who are thinking of one (as most people like them on face value). It'll be a Retreat for me next time I reckon.
-- Edited by Grubbygypsy on Wednesday 5th of October 2016 11:17:17 AM