Urgent Advice Sought Please

[soldlisa04]

Hi forumites - our run of bad luck continues. Further to my recent post about towing with a borrowed car due to a blow out and then our starter motor failing, and having to have a new flywheel and clutch plate fitted in our Sorento (second mortgage anyone?) - our bad luck continues to haunt us.

To cut a long story short our mover failed (again) so we took it to the dealer from where it was fitted (local to us and where we'd bought the van from). OH took it Tues overnight and collected yesterday afternoon, problem with the bushes sorted, mover working. On getting the van home and putting the corner steadies down he saw that someone/thing has hit/reversed into the rear panel and smashed a hole right down underneath where the indicator is (drivers side).

I am devastated, our caravan is our pride and joy - OH trying to remain calm and immediately called the dealers and reported the damage. They asked for photos to be emailed which we've done and they said they will check their CCTV footage.

Can I ask anyone with any knowledge - where do we stand on this please? Surely we shouldn't have to claim on our insurance for the damage caused on their property. Our van was pristine Tues pm when dropped off and we have a neighbour and a work colleague of OH who will testify to this as they helped him move the van off our drive as the mover wasn't working.

On a separate matter - would the whole rear panel need to be replaced and does anyone know how long this would take to 'be ordered in' and also then how long we would be without a van for? The van is my lifeline as it's my go to place to de-stress. We are away this Saturday for a week and now I am petrified that water ingress will occur and basically ruin our perfect van. I feel like crying. I am unable at the moment to place a photo of the damage on here as the camera is at home and I am at work!

Thanks in advance for any advice. A very sad and upset Lisa!

 

[Raywood]

I think unless the dealer find the damage occurring on their CCTV and admit they did it you are in difficulty proving they did do it. They can say it was undamaged when it left their premises unless the recording shows the damage. If they deny it ask to see the video although if they say no then I am not sure you can force them to show it and there are probably several hours of this to wade through.
Not sure how they stored it on the premises but there must be an outside chance that it was hit by a visitor if they had access to the area which might also defeat a claim against the dealer.
We had the rear panel of our last caravan punctured and were told the panel needed replacing. The new panel and other bits took about six months to come through although that was an Avondale and the supplies was the firm that bought up the spare parts. Delays in supplying bits are a major problem though as we have had long delays from both Coachman and Eldiss in the past.
I covered the hole in ours with a waterproof Duck Tape which worked as no damp got in so I would try that. The insurance engineer said an alternative was to fill the hole with fibre glass if that appeals. Either way the caravan is useable if a bit unsightly so I would not worry.
If I remember the labour was about £1,500 plus the parts so it is definitely an insurance job if the dealer will not accept liability.
I am afraid the lesson here is before collecting your caravan from a dealer always walk round and check it for damage.
I wish you the best of luck and hope you get the caravan back in good as new condition.

 

[ProfJohnL]

Hello Solid,

I have to concur with Ray regards the the cause/time of the occurrence the damage.

You would have to show beyond reasonable doubt the damage occurred at the dealers and not elsewhere. You would need some kind of independent witness who could state they observed the caravan was undamaged when you left it at the dealers, and some form of irrefutable evidence the damage was present when you retrieved it and left the premises.

Without that evidence, sadly being realistic, there is every reasonable possibility the damage could have occurred on your way to the dealers or after you left.

You may be lucky and the dealer might accept responsibility, so I'd wait for their response.

I cant comment regards the nature or the extent of the necessary repair

 

[Surfer]

Raywood is correct. Unless the dealer owns up, you stand very little chance of getting anything from them. I always check around the caravan and also inside. The wife also checks as sometimes I can miss things and on more than one occasion we have picked up issues that shoudl not have happened like dirty footprints on your pristine carpet..

 

[soldlisa04]

Thanks for your replies so far ... it just seems so wrong that you drop off your caravan in immaculate condition for a repair that is nothing to do with you and you collect it less than 24 hours later and it is badly damaged. We can have our neighbour and work colleague give a statement that they witnessed it was perfect as they pushed it off of the drive but whether this will help, who knows. We are waiting for them to get back to us and will indeed ask to see the CCTV footage if they say they can't see anything - let them know we won't let it go without a fight. It looks as if something has reversed into the back or maybe when they were testing the mover was working, the damage occurred then. It would be a shame if they denied all knowledge as it will undoubtedly sour the relationship between us in the future and also make us extremely wary of putting our van in there for future repairs.

This means then that we'll lose the no claims bonus we've built up through no fault of our own if we have to go through our insurance company? Through no fault of our own, it all seems so wrong and unfair.

Very unhappy.

 

[FrintonMike]

We had the rear panel of our last van damaged and suspect that it was the dust cart reversing down our road but had no proof so had the panel replaced by our insurers. The hole was almost as high as the roof line and coincided with the hight of the metal guard on the dust carts rear light cluster. But as I say no proof.
The van was outside whilst we unloaded and the damage was not noticed for a couple of days
Although the van was 6 years old Swift could not supply a new panel and we had to have one made by a specialist firm. This was arranged by our dealer who did a temporary fix by covering the hole to enable us to use the van until the panel was delivered.
Lisa get a temporary repair and go and enjoy your break.

 

[soldlisa04]

HOORAY - they've just rung OH full of apologies and have viewed the CCTV footage and a large car reversed into the rear of our caravan. No hesitation they will do a full repair themselves after Easter and he even told OH he knew our van was in perfect condition. Am so relieved I could cry (but I won't cos I'm at work lol).

Happy days, perhaps our luck has now changed.

 

[FrintonMike]

Lisa, what a result
Now go and enjoy your time away

 

[brian_c]

HOORAY - they've just rung OH full of apologies and have viewed the CCTV footage and a large car reversed into the rear of our caravan. No hesitation they will do a full repair themselves after Easter and he even told OH he knew our van was in perfect condition. Am so relieved I could cry (but I won't cos I'm at work lol).

Happy days, perhaps our luck has now changed.

I have just been reading your original post and the answers you have received. Getting more depressed as I went.
I'm really pleased for you that your dealer has come good. These stories unfortunately nowadays are usually more negative.
I hope all goes well with your repair and that you don't have to miss out on any trips.
Good news for a change.
Best wishes Brian

 

[spardoe]

That's great news, pleased to hear it. Now you can have a great break with peace of mind. Enjoy!

 

[JamesH]

That's a fantastic outcome to what could have been a terrible experience.
Full credit to your dealer who has admitted the problem with no hassle. If only all dealers could be relied upon to be this honest. I wish!
Would it be allowed to name the dealer on this forum, as I think they should receive our support if they are local to anyone on this forum?

 

[Dustydog]

Hi Lisa
A good result but a shame it happened in the first place.
Our dealer and the one down the road always do a handover and final collection survey.We both sign the before and after so no misunderstanding.
Enjoy your next break and don't forget you are a Woosie welcome at Anita in October.

 

[soldlisa04]

THANK YOU ALL!!!!!!!!!!!!!!!!!

Please have a wonderful Easter too - sooooo excited can't wait. Off to pack van now and off we go!

Best wishes to you all Lisa xx

 

[ianthebuilder]

i think the dealer should be praised for sorting it out,,im sure not all would,but is that me just being cynical !! lol

 

[soldlisa04]

Further update, as yet no contact from Dealer re. repairs, so we're off to visit them this Sat to find out exactly what 'repair' they have in mind and see if it matches our expectations of repair outcome.

Further to the bad news about our Sorento - after having 5 new tyres, a new starter motor, then a new dual mass flywheel and clutch plate/cable - total bill for that £779 - the car keeps cutting out dead when travelling at 70mph so we've just had the fuel filter replaced and another filter by the starter motor - waiting for the bill for that! Got home from a lovely weekend away on Sunday - washing machine of 4 years old completely dead. New washing machine delivered Tuesday. Yesterday our shower died but luckily OH had a new switch and that seems to have done the deed for now.

If anyone would like to come and visit me and bring me some good luck it would be much appreciated. Cannot wait for BH weekend to come around so that we can get off in the van again and chill out!

 

[Sproket]

Lisa

There is a recall out that should cover the diesel problem..... and you won't have to pay a penny with a bit of luck .....

A friend at work has got a 2003 model and it has had a new diesel tank and other items fitted due to the problem .....

 

[soldlisa04]

Latest update:

Visited the Dealer Saturday and we talked it through with them the exact nature and outcome of repair, more than happy with what they are going to do. All we have to do is get our van over to them and they'll do the rest, take it to the bodyshop etc. They will even give it all a good clean ready for us to collect. They couldn't have been nicer, and I must stress that legally, they are under no obligation to pay for the damage as it happened on private property, but as "we are such good customers" they are more than happy to do this for us, having viewed the CCTV footage. It's a shame they couldn't find out who did hit the van.

Came away relieved and pleased. Van booked in for last week of August when we're away at a Wedding so it won't hinder our use over the coming warmer months.

Will keep you posted.

 

[emmerson]

Name the dealer Lisa. I know forum etiquette forbids complaints, but surely good service can be praised?

 

[soldlisa04]

Can the Moderators let me know if I can indeed name the Dealers as they have been very good to us please? I shan't do anything until I've been told yay or nay!

Thanks - Lisa