How to Have a Complaint Addressed

Hi,
Has anyone found a way of resolving issues with Marquis / Autosleeper? If so I would be eternally grateful if someone could furnish me with an email contact for the CEO or director responsible for customer services.
I recently ordered an Autosleeper Custom Air, a small camper van as we were downsizing from our Broadway, at this stage I wont say what branch of Marquis took our order but the after sales service has been non existent and if I was a CEO of a company that was indifferent to problems I would want to know so that a serious shakeup could be done.
We are reaching the end of our patience with Autosleepers / Marquis, we have experienced a catalogue of disasters and apparent disinterest and indifference since ordering our Autosleeper Air. Initially the first vehicle had to be returned to the manufactures before we even were able to take possession the next vehicle appeared to be ok but as soon as we put the roof up we found that it was not possible to secure it down with the existing fittings. On 6^th June we took it back to the branch of Marquis where we bought it. The engineer confirmed that it was not safe to use and he secured it with cable ties as well as the rope lashing I had used. We were assured that we would hear from Marquis with a plan to rectify or replace within five days but sfter two weeks we heard nothing,
We have completely lost faith with the company and its post sales service and we are contemplating asking to cancel the sale. We were very happy with our previous Autosleeper Broadway although we did not need much in the way of after sales service so cannot comment on that aspect but this vehicle is obviously not fit for purpose. We cannot use it as a camper, I would not feel confident even driving it with the roof lashed down and we have several holidays planned that will now have to be abandoned.
What is completely unacceptable is the complete lack of communication after buying a £68,000 vehicle that is unfit for purpose and un-useable. I am now contemplating taking legal advise as we are not only unable to use the vehicle we purchased but have also incurred a lot of extra expense as a result of cancelled trips and alternative travel arrangements.
We had been advised that it would need to go back to the manufacturers and the local branch said they would arrange a transporter but afte a “ radio silence” for another 2 weeks we chased them again only to be told that it can be sorted at the local branch. We purchased a new vehicle and have been unable to use it, although I would be happy if a satisfactory repair could be achieved but it is unfair that we end up with a repair that has not been overseen by the manufacturers.
I have asked on numerous occasions for contact details of someone in authority at autosleepers but have been given NO information, instead one member of staff said she could not give me the address but would forward my complaint but this was 3 weeks ago and I have heard nothing so I imagine my email was just deleted!! It is so frustrating getting no response, they just seem totally indifferent and disinterested.
What is really galling is we had a very good Broadway which we part exchanged so now have nothing after purchasing a £70,000 vehicle!
Any thoughts would be really appreciated as we have had this on our drive for over a month.
Regards,
John.

How up to date these are I have no idea.....

https://www.ceoemail.com/index.php

Search Auto-Sleeper  and Marquis Motorhomes

I feel your pain, JC. My own experiences are related in the linked thread. Ultimately, AS claimed Marquis operated as a separate company and forwarded our complaint to the Marquis branch manager who was responsible for the errors. Rather than sorting things out, AS virtually washed their hands of it.
https://www.autosleeper-ownersforum.com/t33258-shocking-service-from-marquis

My advice is not to rely on AS or Marquis but to reject the vehicle if you feel such action is warranted. You may be entitled to free legal advice from, perhaps, your house insurer or another organisation such as one of the caravanning clubs. This guide from Which? may be of help if you decide to go down that road.

https://www.which.co.uk/consumer-rights/advice/what-do-i-do-if-i-have-a-faulty-product-aTTEK2g0YuEy

john clemence wrote:
I have asked on numerous occasions for contact details of someone in authority at autosleepers but have been given NO information.

Hi John - sorry to hear that you've had these problems.

Specifically on the above sentence: IMO you should focus your attention entirely on Marquis, as that is the company that you have a contract with. Try to avoid confusing matters by bringing Autosleepers into it, because if you do it introduces doubt about whether you want to progress it as a Warranty issue, or as a matter of your legal rights under consumer law.

I would recommend that you focus entirely on the supplying dealer. It may help to write to them stating that if you don't receive a satisfactory plan of action from them - explaining how they plan to rectify the problems - within x working days, you intend to reject the vehicle. That will probably get their attention.

Roopert wrote:

Hi John - sorry to hear that you've had these problems.

Specifically on the above sentence: IMO you should focus your attention entirely on Marquis, as that is the company that you have a contract with. Try to avoid confusing matters by bringing Autosleepers into it, because if you do it introduces doubt about whether you want to progress it as a Warranty issue, or as a matter of your legal rights under consumer law.

I would recommend that you focus entirely on the supplying dealer. It may help to write to them stating that if you don't receive a satisfactory plan of action from them - explaining how they plan to rectify the problems - within x working days, you intend to reject the vehicle. That will probably get their attention.

And send it by recorded delivery.

Join Which and download there template letter for vehicle rejection as not fit for purpose , there are a few posts about this on various forums and Facebook groups, keep a paper trail of all correspondence, email with read receipts, as well as recorded delivery, buy a decent app for recording your telephone conversation s but let them know you will be recording, but best of all Don’t let the Bast@1%S grind you down

If you allow an attempt at rectification, you reduce your case for rejection. Once generally will not matter, twice and you are getting on a sticky wicket. Absolutely no more than twice. Also consider time from purchase/issue/rejection. Within a six month time-frame you are on much stronger ground. The further away then you will have a harder time to argue for rejection. This applies to all goods and the earlier poster who advised or stated that you should go to whoever sold you the item is correct. It is they with whom you have a contract, not the manufacturer. Sellers usually try to deflect responsibility by directing you towards a manufacturer. Never accept this.

We had problems with our new, to us, Symbol last November. 

At the time we emailed the MD, Mr Crouch (don't know forename) who simply passed it on the the head CS honcho, director I think, Alan Doherty. 

We really just wanted acknowledgment that there was a poorly addressed problem and compensation for our incurred expenses constantly returning the van. Neither of these were forthcoming except money off the first hab check

Md, name of Crouch
mc1@marquismotorhomes.co.uk

Alan Doherty, Customer Service director? 
Alan.Doherty@marquisleisure.co.uk

Hi again,
Thank you all so much for your splendid advice, I did not expect so many replies - what a great forum this is.
I am going through all your thoughts and will concentrate on some reolution with Marquis. If at all possible I would prefer to have the roof retaining fittings made fit for purpose rather than rejecting the vehicle but as it was pointed out, I don't want to weaken my position by letting it drag on too long.
I will report on any progress.
Once again I can't thank you enough for taking the time to advise.
John.

I don't know whether you've looked at the Companies House website John, but it appears that there are currently only 3 directors operating at Marquis Motorhomes.  If you want their details you can find them here:

https://find-and-update.company-information.service.gov.uk/company/01415591/officers

I do hope you're able to sort this business out, as you must be incredibly stressed and disappointed by this whole thing, which then takes the joy out of your new vehicle.  Make sure you come back and tell us how things go.

PabloB999 wrote:I don't know whether you've looked at the Companies House website John, but it appears that there are currently only 3 directors operating at Marquis Motorhomes.  If you want their details you can find them here:

https://find-and-update.company-information.service.gov.uk/company/01415591/officers

I do hope you're able to sort this business out, as you must be incredibly stressed and disappointed by this whole thing, which then takes the joy out of your new vehicle.  Make sure you come back and tell us how things go.

Why not say hello and introduce yourself here

https://www.autosleeper-ownersforum.com/f36-asof-welcome-section-new-members-please-introduce-yourself-here
https://www.autosleeper-ownersforum.com/f36-asof-welcome-section-new-members-please-introduce-yourself-here

After dissapointing service from the Autosleeper dealer we went direct to their Willersey Autosleeper service centre finding them very helpful in solving a rooflight issue.
We had to take the van to the Warwickshire head office where it was fixed within the day.
01386 853338 or direct to the helpful service dept 853511.

Moonraker wrote:After dissapointing service from the Autosleeper dealer we went direct to their Willersey Autosleeper service centre finding them very helpful in solving a rooflight issue.
We had to take the van to the Warwickshire head office where it was fixed within the day.
01386 853338 or direct to the helpful service dept 853511.

Agreed, you can do this, and it may get a good result at the end of the day, but before doing it you need to understand that it can muddy the waters - because you're mixing up work done under your statutory rights (the work that the dealer must do to meet their contractual obligations) with work being done by A/S under warranty (which is not a statutory right). Most of the time this will probably work out OK, but my personal preference is to try to stick with the dealer if possible (and to carefully document what they have done).

I am sorry that you are having such an awful time with Marquis.   I bought my Broadway EK from them and love it to bits, but have not taken it to Marquis for servicing since the warranty expired, as I thought them to be a bunch of sharks.  Auto-sleeper service centre at Willersey have, by contrast, always been most helpful.  Although Marquis are registered as a separate company, their company address as the same as that of Auto-sleeper. I notice that of the 13 directors listed for Marquis only three remain, the rest having resigned.  It doesn't fill one with confidence, which is unfortunate because I love their vehicles and wonder where I am going to purchase my next from.  I would take the proper steps to reject the vehicle, notifying all three directors.  Good luck!

Perhaps the directors that have left have resigned rather than be pushed. Who knows what goes on inside companies, behind closed doors.?

Nothing to see, but wouldn't it be nice if they ran the company with due diligence.

I think you'll find all those dates are before Marquis became part of AS, so not sure what you are trying to tell us.

Hi Paul - I was referring to Oddjobs post which inferred that there had been many resignations from the board, with only 3 directors left.  So, I was pointing out that there is nothing unusual in directors resigning over a period of 23 years…

Without checking recent directors I would imagine that the three remaining directors are also current directors of AS.

Caraman wrote:If you study the Companies House website you will see that Marquis Motorhomes Ltd, Auto-Sleepers Holdings, Auto-Sleepers Limited and Auto-Sleepers Group Limited each have the same two directors with the same Willersey address.  One of the directors is also the company secretary.  Auto-Sleepers Group Limited has the same two directors and company secretary but it has additional directors whose names suggest they are foreign.  When I had trouble with my Nuevo I ended up taking it to the Auto-Sleepers Service Centre at Willersey who, compared to the Marquis branch I bought it from, gave very good service.  At that point I stopped dealing the Marquis branch with whom I have lost confidence.

That's what I suspected was the case (I checked couple of years ago it was the same then), the foreign directors will be from Trigano group.

Thanks once again for all your helpful input, an amazing wealth of knowledge and ideas.
Just to update you, the reason I had heard nothing back from the local branch of Marquis, (and the probable failure to forward my email outlining my complaint to Autosleepers), was apparently because the member of staff dealing with it had suddenly lost her mother and was on compassionate leave.
Subsequently, when I chased them up about the poor service, another girl taking the email went on sick leave, all this gave me the impression that they were indifferent or disinterested in my predicament.
However, although I took the above with a pinch of salt they did finally respond and after taking guidance from Autosleepers a “fix” was specified and this work was completed last week.
We have not had a chance to put it to the test yet but are hopeful that this will be satisfactory.
We all appreciate that these teething problems can occur on any vehicle but what initially infuriated us was the apparent ignoring of all our attempts to communicate.
Thanks again to all for your help and guidance.
Regards,
John.


Ps Somebody sent a link to introduce myself, I have been a member of this forum for about seven years and I thought I had made my introduction but I apologise if I had overlooked this polite formality. Is there a way of checking to see if I have done this because if not I will do so.

Go into your profile (just click on your name), choose 'statistics ' then 'all posts by 'your name', you can then see all your previous posts and no you didn't say hello back in 2017 when you joined.