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Post by loosecoverqueen on Tue May 10, 2016 9:51 pm

Hi folks,
We are giving up finally on the old wreck (the wagon, not the spouse!) and considering a used vehicle from Webbs just outside Reading. Has anyone had any dealings with them?
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Post by kaspian on Wed May 11, 2016 8:27 am

Hi , you will get good and bad reviews of most dealers from the personal experiences  of buyers. From personal experience I would not buy a nut and bolt from this dealer. We bought an end of season new van from them and drove home only to sorn the vehicle safe for the winter behind our home. 3 months later I realised that the vehicle had been repaired due to damage being done before sale all theway down one side and repairs were now showing as filler shrunk and paint peeled due to not priming alloy sides with proper primers when repaired etc
         Initiallythey denied any knowledge and said we had done it and it cost us a lot of time money and stress to have various independant assessments done to prove damage and poor repairs were done prior to sale .Eventually we rejected the van and they very reluctantly took the van back and supplied alternative vehicle  but it cost us a lot of extra money and stress to get that result. All this occurred after just losing my mother  which they knew about but did not care and still treated us like dirt and put us through levels of stress that were just not acceptable for a caring dealer. Im still waiting for an apology  6 years later, a sorry from the owners  at the time would have been nice. For our single bad experience you will no doubt get loads of good reviews but the very name makes me shudder when I recall the way we were treated.
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Post by loosecoverqueen on Wed May 11, 2016 5:57 pm

Thanks for the tip-off. I've looked at their reviews and although most say how good they are, when anyone criticises they get nasty and personally insulting ..... "any rational person....."  and so on. To me this indicates a total disrespect for customers. Thanks for saving me aggro.
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Post by CC on Wed May 11, 2016 8:31 pm

I thought Webbs Motor caravans were an OK company.... Just goes to show! However I'm sure as with all dealers there will be many who praise them. 

I wouldn't let feedback put me off buying from any Motorhome dealer... I'd just make it clear what I expect from the dealer up front and don't rush into anything without doing my research and thoroughly checking the vehicle out first. Let's be honest these vehicles are being recycled from one dealer to the next all the time! 

Where all dealers seem to fail is on the after care, our experience of buying from Marquis couldn't be better, but their after sales and commitment to providing a caring service is utterly scandalous, one day they may consider the value of their reputation.

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Post by daisy mae on Wed May 11, 2016 8:37 pm

I found Spinney very good before sale and afterwards customer care is excellent. I would go back there again.

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Post by mikethebike on Wed May 11, 2016 8:46 pm

I agree with you CC.
                             We only hear one side of the story with these dealer stories.
Its essential to do due diligence  on every purchase.
 I have only  had good /excellent service before and after sales from my local family dealer  Wellsbridge.
They also get good reviews from customers,without my help.

Micky
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Post by CC on Wed May 11, 2016 9:02 pm

Hi DM

Again we dealt with Spinney & while the sale side of things was very good we drove the Motorhome away with faults that we ended up rectifying at our own expense, yes we made contact with them but despite having a warranty found them very uninterested and generally unhelpful.

We had a electrical shorting issue that was affecting a rear light, we were aware of this when viewing the vehicle, was told it would be sorted, it wasn't... yet mysteriously despite a rear light not being lit and a warning light on the dash it went through an mot? The sink had to be replaced and we found out the taps in the bathroom were leaking which resulted in the shower swing wall filling up with water! There was an issue with the water system as well tank sender units needed replacing and something to do with the water heater I seem to recall. So much for pre handover checks! The actual handover on day of collection was shockingly poor as well, the lady evidently knew less than us as she tried to explain how everything worked, mind you it wasn't much better at Marquis.

Despite the above the Nuevo turned out to be a good vehicle, and we got a good deal at the time... But, again it's just a shame our purchases are marred by these problems once we've parted with our money. I've come to the conclusion the whole Motorhome industry needs a good kick up the backside and I blame The NCC who clearly don't have a clue what goes on in the real world, while they happily dish out awards to companies like Auto-Sleepers and various dealers for outstanding service....  Hello shrugg

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Post by CC on Wed May 11, 2016 9:07 pm

mikethebike wrote:I agree with you CC.
                             We only hear one side of the story with these dealer stories.
Its essential to do due diligence  on every purchase.
 I have only  had good /excellent service before and after sales from my local family dealer  Wellsbridge.
They also get good reviews from customers,without my help.

Micky

It's lovely to hear these kind of scenarios Micky.... And is a good advert for them up!

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Post by daisy mae on Wed May 11, 2016 9:22 pm

CC wrote:Hi DM

Again we dealt with Spinney & while the sale side of things was very good we drove the Motorhome away with faults that we ended up rectifying at our own expense, yes we made contact with them but despite having a warranty found them very uninterested and generally unhelpful.

We had a electrical shorting issue that was affecting a rear light, we were aware of this when viewing the vehicle, was told it would be sorted, it wasn't... yet mysteriously despite a rear light not being lit and a warning light on the dash it went through an mot? The sink had to be replaced and we found out the taps in the bathroom were leaking which resulted in the shower swing wall filling up with water! There was an issue with the water system as well tank sender units needed replacing and something to do with the water heater I seem to recall. So much for pre handover checks! The actual handover on day of collection was shockingly poor as well, the lady evidently knew less than us as she tried to explain how everything worked, mind you it wasn't much better at Marquis.

Despite the above the Nuevo turned out to be a good vehicle, and we got a good deal at the time... But, again it's just a shame our purchases are marred by these problems once we've parted with our money. I've come to the conclusion the whole Motorhome industry needs a good kick up the backside and I blame The NCC who clearly don't have a clue what goes on in the real world, while they happily dish out awards to companies like Auto-Sleepers and various dealers for outstanding service....  Hello shrugg

CC

Sorry to hear of your experience, I am surprised, the guy who did some jobs on my van was leaving at the end of the month, and moving south with his wife to start his own business, whether that is the reason I don`t know.

new windscreen before I took delivery, under warranty I had two side windows replaced, the other windows new seals, new gas strut on Heiki 2 as the guy said he noticed it wasn`t quite right in his view, new complete headlight, a couple of other small bits. no quibble from Spinney. does depend on the staff, which it always boils down to.imho.
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Post by steamdrivenandy on Wed May 11, 2016 9:40 pm

I recall that Spinney advertised for a handover person about 18 months ago. I even emailed an application but heard not a dicky bird from them. Maybe they were happy appointing someone who knew not a lot about motorhomes and caravans.
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Post by kaspian on Wed May 11, 2016 10:07 pm

mikethebike wrote:I agree with you CC.
                             We only hear one side of the story with these dealer stories.
Its essential to do due diligence  on every purchase.
 I have only  had good /excellent service before and after sales from my local family dealer  Wellsbridge.
They also get good reviews from customers,without my help.

Micky
Micky / cc while I understand and agree with  your point of view , I was no greenhorn , believed I was buying a new vehicle not one that had been damaged and repaired ( badly) . Problem was it took 3 months for the repairs to become obvious to a trained eye and I started my career as a coachbuilder so know what to look for. By that time paint was pinholing and flaking off as no etching primer had been used on bare aluminium and filler  repairs had sunk badly.I had to get independent reports done on the van with the help of citizens advice all at my cost to prove damage was done before purchase and not by factory when made who were also very open honest and helpful.
           Damage can occur during the build process and small nicks and dings are repaired regularly on the assembly line but factory confirmed log showed no damage during assembly and a large gouge for over 10ft down the side of a coachbuilt van would have had a new side put in not rubbed down filled and resprayed. 
        I have never spoken of this dealer before preferring to let it go as a particularly bad experience that we would rather forget but I answered the original post honestly as OUR experience of this dealer only. No doubt there will be many who sing their praises. When we turned up on the day to return lemon /collect replacement van all it would have taken was the owner to be there and say sorry but I never got as much as a sorry from anyone connected.
           How would you feel , you buy a new vehicle at a new vehicle price, 3 months later it becomes obvious that it has been damaged all down one side and repaired badly before sale .Would you be happy to accept? I puchased what I believed was new , not new/ previously damaged/ repaired before sale.. If my version is not to be believed I can put you in contact with one of the independent engineers who are manufacturer approved to confirm my story as I trust  them to do hab. Check annually and they still cant believe what we went through with that van.
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Post by loosecoverqueen on Wed May 11, 2016 10:55 pm

Thankyou everyone. I guess the main thing is to be sure of the vehicle - especially since we are considering quite an old one - and not to expect too much of any dealer after the sale is complete! A vehicle status check and a good visual inspection and test drive is probably the most we can do.
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Post by daisy mae on Wed May 11, 2016 11:17 pm

Good luck finding your ideal van and hope any problems if any are small ones, exciting though looking at vans,Best wishes,
Margaret

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Post by kaspian on Wed May 11, 2016 11:27 pm

If you are considering an older vehicle dont discount private sales as at that age a dealer warranty probably comes on rolls of 200 sheets made by andrex. As you say be very careful, ask for all items to be demonstrated as working, test drive etc. Consider taking an engineer to spot faults if you are not mechanically minded.Take a phone/ video camera to be able to check later on details that may have been forgotten at viewing.
      We just sold our 6 year old coachbuilt van in truly new condition to a first timer at 8k less than dealers were asking but at the time we were trying to buy a van from a forum member and needed quick sale before he changed his mind and kept van . Our  Van sold in 26 mins from advertising ! My handover was over 4 hrs long and I would not let the new owners leave until they were completely happy with the workings of the van. There are genuine honest vans to be had at all ages but now  is not the best time to buy , better at season end. If there is no warranty advantage from a dealer why give them 5k for nothing better save the money buy private and use that saving to be your insurance policy against repairs if required Best of luck!
S
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Post by CC on Thu May 12, 2016 12:01 am

Hi Kaspian... I'm on your side and didn't disbelieve anything you put in your post for one moment. My own experience of Motorhome dealers is abysmal, but your encounter makes mine look rather rather trivial in comparison. 

I really think it's time the whole industry was kicked into touch!

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Post by steamdrivenandy on Thu May 12, 2016 7:31 am

CC wrote:
I really think it's time the whole industry was kicked into touch!

CC gimmefive
The problem is people keep on buying in increasing numbers and for as long as they do the manufacturers and dealers have no incentive to improve matters. To them it's a gravy train. 

In the last few weeks I've had a Spinney family member admit to me that the reason that used van forecourt prices aren't depreciating as anyone would expect is that there is too little new production available and people who want new are willing to pay almost new prices to get a recent van. That has a knock on effect all down the price chain and means dealers don't have to work hard or negotiate to get sales. They become complacent and cynical.
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Post by mikethebike on Thu May 12, 2016 7:37 am

Hi Kaspian.   Thats a terrible experience and one that would have been best to take court action. IMHO.
I believe the new regulations means you can ask /demand your money back.
The industry has no effective regulation,and QC at factories would appear to be a hit and miss
affair.It's hard to believe this situation has not improved by competition.

Micky
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Post by Paulmold on Thu May 12, 2016 7:50 am

I must be lucky by comparison. I've only ever dealt with two dealers, Spinney and Cotswold Motorhomes but neither van has been brand new.
I had a major engine fault on my first motorhome from Spinney but after a useless warranty refusing to deal with it, after contacting Spinney they sorted it with the warranty company, allowed me to get it fixed by my usual mechanic and paid him direct. On the same motorhome whilst on holiday the water heater failed to work on gas, phoned Spinney, told them about it, said I wasn't letting it ruin the holiday but would be passing close to Spinney on way home and could they look at it. Although it was a Saturday, we called in and the burner was changed while we waited.
On our current Nuevo we had a damp issue, discovered on our first holiday in it, phoned Cotswold arranged to return the van when we got back. We arranged for it to be returned on a Sunday and was told I'd get a lift to station. When I got there, only one salesman was there and he couldn't leave to take me to station so I had to get the bus, bit annoyed but not the end of the world. They had the van for two weeks sorted out damp issue, I went down on the train, was met at the station, taken to dealer, picked up van, no problems since.
Apart from the distance (120 miles) from Cotswold, I would buy again from them but if Spinney had a van I wanted, I'd prefer to buy from them as they are closer to home.
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Post by Maasai Warrior on Thu May 12, 2016 8:05 am

We had issues with 'Southern Motorhomes' nine years ago when we purchased our first secondhand motorhome. This is the dealer you see advertised in the MMM with all the annual awards. I am sure others think they are good, returning time and time again to buy vans. I think a good caring dealer or manufacturer is very rare, and that includes caravans as well.

Pete
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Post by steamdrivenandy on Thu May 12, 2016 8:06 am

You have been lucky Paul, in the sense that you've dealt with two of the better dealers in the country.
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Post by Jaytee on Thu May 12, 2016 10:15 am

Your experience is horrendous Kaspian and pales all my niggles and disappointments with various Marquis after sales dealers into insignificance.

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Post by kaspian on Thu May 12, 2016 5:10 pm

Hi Jaytee, thanks, I can still remember the feeling  of driving your first new van home very carefully to run it in, I felt on top of the world . I am a sad person who cleans wheels with a toothbrush etc and cares very carefully for my vehicles so imagine how I felt when 3 months later at first signs of spring pulling the van out from alongside my garage where it was safely stored only to reveal all the repairs that had been done prior to sale. My heart sunk. I think it was the fact that someone their end must have known  they were ditching a lemon onto us and hoped we would not notice. The poor repairs were their undoing. Still forced me to take action and get independent reports and assessments  done which were not cheap and eventually we travelled down to the head office and parked across the entrance on a busy weekend until the deal was completed.we declined the offer of another repair! All in we lost quite a few thousand trading up to another vehicle  and also time wasted and a lost weekend travelling 860 miles back and forth. Others may have had a great experience and rightly feel they want to sing their praises , unfortunately we were treated like something you scrape from your shoe and I cant forgive them for that. With that I blame the management , the actual lowly workers I spoke to were very helpful.
           . Our local Elddis dealer is a father and son outfit and we have bought caravans from them for over 20 years always treated fairly . Unfortunately they dont sell motorhomes and after experiencing our problems they would not touch them!! That van is probably in use today presumably repaired yet again........
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