No After-sales care at all

★★☆☆☆
1.8 / 5
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taHancock129's review of Catterick Caravans Leisure World

★☆☆☆☆

“No After-sales care at all”

Written on: 09/09/2019 by taHancock129 (1 review written)

We bought a brand new Venus Caravan on 25th May 2019 from Catterick Caravans. The following week we took the van away for the first time. On arrival at the caravan site we noticed that the front window had cracked while we had been travelling. This was the inside pane so unlikely to have been caused by road debris. We immediately contacted Catterick and reported the fault. We never heard anything back until we chased them up. We were then advised to take the van back so that they could repair it. After our short trip away we returned the van to storage. On 27th July we took the van to the Lake District. During the week after heavy rain we noticed that the van had water pooling on the front window sill, the water was not coming from the broken window. The extent of the water ingress was so server that the font sill became soft and damp to touch along with the nearside front wall. We immediately took the van back to Catterick Caravans stating that it was not fit for purpose in accordance with the Consumer Rights Act 2015. We requested a refund and left the van with Catterick. After not hearing from them we had to chase them up to see how they intended to resolve the situation. They declined a refund but offered us a replacement van. After this offer we were again left in limbo without any contact from Catterick Caravans. Today we have been advised that they are unable to provide us with a like for like replacement but have given no further indication as to how this issue may be resolved. They have been adamant that because we hadn't returned the van within the 30 days as stipulated in accordance with the Consumer Rights Act they were under no obligation to help us. We would argue that the fault i.e. water ingress and damp existed prior to the sale of the van and had not been discovered as the van had not been exposed to heavy rain. Needless to say at the time of writing we are no further forward. If you expect any kind of after-sales service you will be disappointed. Catterick Caravans despite having a designated After Sales Manager fail to respond to emails, fail to pass on messages and would appear to bury their heads in the sand until the customer gives up. We are now in the process of contacting a solicitor and advising Trading Standards of our predicament. I hope I will be able to write a better review I the next couple of weeks but I won't be holding my breath.

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