I am making a donation today. Thanks again

I'm pleased to say that we received the payment into my bank yesterday. Didn't take them long did it once they made their mind up. I can't thank you enough for your help with this.I will be recommending CAG. I thought you might be interested in reading the email I've attached. I got an email from Eddie Ruddy concerning the bank statement but I think he missed that he was forwarding his email to the accounts department. Made me smile. Thanks again.

I fully intend to spread the word further once I've got the money. I'll recommend CAG too as you've been a great help in keeping it focused for me. I'll be making a donation too. Many thanks

This covers everything we'd asked for. Could you advise how we should word the email to accept payment. Many thanks

Latest repy from Marquis from the Dinnington branch general manager Dear Mr Desnos Autocruise Alto WA12CYH I am sorry that you have had cause for complaint. Please accept my sincere apologies for any inconvenience caused in this matter. I have carefully considered your complaint and propose the below. In full and final settlement of all issues concerning the above mentioned vehicle that have been brought to the attention of, and discussed with Eddie Ruddy, I hereby agree to refund the amount of £120: The offer is made on the basis of no admission of liability and in full and final settlement of all issues that have been raised since purchase. I would also like to make it clear that this is a one off gesture of goodwill and any future travel or outside contractor work will not be covered by Marquis South Yorkshire. If you have not already done so can you please supply your bank details to Eddie Ruddy who will arrange for the transfer to be made on Monday upon his return to the office. I trust our response and offer fully resolves your complaint and we wish you many happy travels in your Autocruise Alto. Your Sincerely

Thanks for that. I'll keep you informed

Good morning I've attached the reply I've received from Marquis in response to my letter of claim.I would like to add a few things that I consider important. I first reported the heater fault on August 3rd. That was the 42 day since purchase, but Marquis had had the van for 12 days so the clock stops as I understand it so it was the 30th day which means that the fault was present when it was sold. They had had one chance to repair and failed to investigate any further. I think the cost that they are refusing to pay are more than reasonable. An offer of a tank of diesel world have settled part of it. And they are definitely not getting a copy of my bank statement Although I am sure that I'm not obliged to use the Warranty provided I've been reading my Warranty document and it says it's administered by "A1 guarantee ltd "and they are who I should ring to make a claim.The email address to make a complaint is a "global ins" email. i find it very confusing as in the front of the schedule it says "This guarantee is a non-insured product, any obligation to repair your motorhome will be our sole responsibility. Should we cease to trade, then this product will no longer be valid"

Thanks

Am I doing the right thing in emailing and then posting the letter using "signed for" delivery? And should I tell him I'm following the email with the letter? Thanks

Sounds good to me. I'll l get it off to them in the morning. I have kept them informed. I told them before I took it to Truma that I wasn't prepared to allow it to drag on any longer so I would get it repaired myself and send them the invoice so that they could reimburse me. I told them earlier today that my claim was with them and not an insurance company that I don't have a policy with.I also said that I'm not obliged to have a repair done "in house" under warranty as the van was faulty when they sold it and they'd had the chance to repair it. But I'll happily say it again as in your letter. I'll update you when I get response. Thanks again

Eddie Ruddy the After sales manager

No I've not sent it. I'll hang fire until you advise me again. I understand everything you've said about Marquis, you've expressed my feelings exactly. I've been on forums, review sites and been blocked from posting on their Facebook site. I know that my claim is against them alone. I have no connection with Global insurance whatever, they provide GAP insurance/Asset protection which Marquis sells to customers, that's as much as I know about them. I kept the paperwork with the offer of insurance that I was given. This last reply from them has made me quite angry actually as I feel as if they are taking us for fools. Thanks again for your help.l'll wait for your further advice before I do anything else.

Don't understand how I can claim against a company I haven't got a policy with? Also the van was faulty when they sold it so so how can they say that any work has to be done under their warranty. I forget to say thanks!

The insurance we were offered was "GAP" insurance.. They called it Asset protection. We didn't take it out. It was not an extended warranty I am sending a letter of claim now. Emailing it and sending by "signed for" in the morning. I'll give them 14 days as you suggested. Many thanks

Reply from Marquis... I've googled Globalim and it looks like they are an insurance company, first I've heard of them. I'd probably accept the £421. But surely my claim is against Marquis not the insurance whoever they are. I was offered Asset protection insurance at a cost of £443 which i declined, Global are the company on the paperwork I was given that day.

We collected the van from Truma yesterday. They have replaced the circuit board in the boiler, given it an extensive test and the total cost is £421. Less than were were fearing. Of course I've had to pay. Can I now try my hand and forward the bill to Marquis? Should I carry on talking to the After Sales manager or try to go to the Branch Manager? Many thanks

Yes you're right . Thanks. I'll post tomorrow when I know the damage

I think the whole industry needs shaking up.. Such large amounts of money are taken and appalling service is given in so many cases

Eddie Ruddy, he works at the Dinnington branch. You'veprobably heard of Alan Docherty he's the After Sales guy for the group, his reputation goes before him I think

I think that I've perhaps not properly explained what's happened so far. I hope this helps. We informed Marquis of the fault with the boiler on August 4th It was taken to them on August 24th and we collected the van on September 4th. Marquis couldn't find anything wrong with it and hadn't done any further investigations. We rang them again on September 14th to tell them it still wasn't working. They hadn't got back to me on the 16th so I informed them by email that I wasn't prepared for the situation to continue indefinitely and that I had booked and engineer to look at it and that when I had a report and or fix I would forward it to them with the invoice so that they could reimburse me. They replied by saying any warranty work has to be carried out"in house" but as a gesture of goodwill they were willing to reimburse up to £150 provided the unit was fixed and I supplied a VAT invoice. The engineer we had couldn't repair it, he spoke to the manufacturers and they both advised that the unit went back to them for investigation and repair.I paid him and sent them a copy of the invoice. Marquis were willing to look at it again but couldn't say when that would be.i said that I wasn't willing to accept this. I spoke to the after sales manager on Friday and emailed him to keep him up to date. I hope this explains better exactly where we are at with this. Truma have told me now that they repaired the boiler but I won't know until tomorrow what the report says or how much the bill is, but it will be a big one I'm sure! Many thanks

Marquis were already given a chance to repair and returned it to me saying nothing was wrong with it but they hadn't done any investigations. So do I no longer have a claim? The assessment by the manufacturers is being done and they may or may not be repairing it at the same time. Thanks

Update The engineer who's been looking at the van was unable to borrow a circuit board to do a temporary swap to test. His and Truma's recommendation was that I take the van to them as the fault it was displaying was something they'd not come across before. I rang Truma Friday morning and it was going to be the end of October before I could get an appointment. Then the engineer said that they'd had a cancellation that morning and if I got down to them immediately (a 40 mins journey for me) they'd look at it. They rang me late Friday afternoon and to cut to the point they may have fixed it, it's still on test there today, they'll let me know the outcome later. If it's not the circuit board which they've changed then it's another problem with the solar system on the van which is nothing to do with them. I've kept Marquis involved by email and phone. But because I've acted without giving them another chance to deal with the fault will I still have any claim or not ? Thanks

Will do. mywife's account can be closed if it helps.

Sorry for causing problems. I've taken over dealing with this from my wife who's been ill. So this is my ID . Thanks again