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“Complete lack of After Sales Customer care”

Written on: 18/05/2012

After owning a 2nd hand Cosalt Capri Super static caravan for three years we decided to 'upgrade' and buy a brand new Willerby Meridian Lodge, as the internal floor plan best suited our needs of all the static caravans currently available at the time.
We took occupation at the start of the 2012 season. We found a load of issues that were down to the siting of the van on our pitch, but the Park have done their best to resolve most of these problems for us. What we hadn't expected was the poor build quality and finish of this Willerby Meridian, which only became apparent after spending a week in it. There isn't a straight cupboard or wall unit in the kitchen so it is impossible to line up the doors. The plinths below the kitchen cupboards didn't run parrallel as they had been cut too long.The stainless steel hob was covered in scratches, as was one of the stainless steel power sockets. The work surfaces are smeared in the glue used to bond them together and is impossible to remove with normal cleaners. The window handles had been scratched, removing the white finish along the edges. The bottom inside panel of the fridge was bowed with a piece broken off, it had probably been forced into place. The electric fire in the sitting room rattled so loudly when the heat setting was used, it was impossible to hear the TV. The lintel above three windows in the dining area waves, as it is too flimsy and the pillars between the windows are too long. At one point we couldn't close the main door to the outside as we couldn't pull in the bottom corner, and daylight could be seen in the corner above it. None of the carpets are fitted well and 'bunch' at the skirting. An overhead cupboard carcass in the second bedroom is twisted, again meaning the doors will never line up. The cistern in the en suite leaked, and the cover infront of the cistern looks to have cigarette burns on it. This Meridian Lodge could have been such a beautiful holiday home if Willerby had only applied care and attention to detail, and exercised some Quality Control before it left their factory. Six weeks ago we wrote to Willerby listing the faults and asking for some dialogue and answers. We sent courtesy copies to the Park site Manager and Sales Manager, who also followed it up with phone calls and Emails to Willerby. We received a prompt acknowledgement from Willerby Customer Services, with the promise that someone would be in touch within 28 days.... When this promise failed to materialise, we wrote a second letter to Willerby, and again, the Park have also contacted Willerby asking for one of their representatives to come to our caravan to discuss the issues we have raised. Still this space!!!!! Had we known what Willerby were like when we signed the Agreement to purchase, we would have cancelled the Agreement and bought three brand new high spec. cars with the money. Be advised if viewing a Willerby caravan, don't just look at the 'dressing' of the show caravan, study the quality and finish. I wish we had.

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