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    • Thanks FTMDave, I like the cut of your jib - I'll go with that and obtain proof of postage. Encouraging that NPE have never followed through and seem to blowing hot air, let's see where they go after this   Regards
    • Please see my comments in orange within your post.
    • no i meant the email from parcel2go which email address did they send it from and who signed it off (whos name is at the bottom)
    • I understand confusion with this thread.  I tried to keep threads separate because there have been so many angles.    But a team member merged them all.  This is why it's hard to keep track. This forum exists to help little people fight injustice - however big or small.  Im here to try get a decent resolution. Not to give in to the ' big boys'. My "matter' became complicated 'matters' simply because a lender refused to sell a property. What can I say?  I'll try in a nutshell to give an overview: There's a long lease property. I originally bought it short lease with a s.146 on it from original freeholder.  I had no concerns. So lender should have been able to sell a well-maintained lovely long lease property.  The property was great. The issue is not the property.  Economy, sdlt increases, elections, brexit, covid, interest hikes etc didn't help.  The issue is simple - the lender wanted to keep it.   House or Flat? Before repo I offered to clear my loan.  I was a bit short and lender refused.  They said (recorded) they thought the property was worth much more and they were happy to keep accruing interest (in their benefit) until it reached a point where they felt they could repo and still easily quickly sell to get their £s back.  This was a mistake.  The market was (and is) tough.   2y later the lender ceo bid the same sum to buy the property for himself. He'd rejected higher offers in the intervening period whilst accruing interest. Lenders have a legal obligation to sell the property for the best price they can get. If they feel the offer is low they won't sell it, because it's likely the borrower will say the same. I had the property under offer to a fantastic niche buyer but lender rushed to repo and buyer got spooked and walked.  It had taken a long time to find such a lucrative buyer.  A sale which would have resulted in £s and another asset for me. Post repo lender had 1 offer immediately.  But dragged out the process for >1y - allegedly trying to get other offers. But disclosure shows there was only one valid buyer. Again, points as above. Lender appointed receiver (after 4 months) - simply to try acquire the freehold.  He used his powers as receiver to use me, as leaseholder, to serve notice on freeholders.  Legally that failed. Meanwhile lender failed to secure property - and squatters got in (3 times).  And they failed to maintain it.  So freeholders served a dilapidations notice (external) - on me as leaseholder (cc-ed to lender).   (That's how it works legally) Why serve a delapidations notice? If it's in the terms of the lease to maintain the property to a good standard, then serve an S146 notice instead as it's a clear breach of the lease. I don't own the freehold.  But I am a trustee and have to do right by the freeholders.  This is where matters got/ get complicated.  And probably lose most caggers.   Lawyers got involved for the freeholders to firstly void the receiver enfranchisement notice. Secondly, to serve the dilapidations notice.  The lack of maintenance was in breach of lease and had to be served to protect fh asset. Enfranchisement isn't something that can be "voided", it's in the Leasehold Reform Act 1967 that leaseholders have the right to buy the freehold of the property. It's normal, whether it is a "normal" leaseholder or a repossession with a leasehold house, to claim this right of enfranchisement and sell the property with said rights attached and the purchase price of the freehold included in the final completion price. That's likely what the mortgage provider wished to do. The lender did no repairs. They said a buyer would undertake them. Which was probably correct. If they had sold. After 1y lender finally agreed to sell to the 1st offeror and contracts went with lawyers.  Within 1 month lender reneged.  Lender tried to suggest buyer walked. Evidence shows he/ his lawyers continued trying to exchange (cash) for 4 months.  Evidence shows lender and receiver strategy had been to renege and for ceo to take control.   I still think that's their plan. Redact and scan said evidence up for others to look at? Lender then stupidly chose to pretty much bulldoze the property.  Other stuff was going on in the background. After repo I was in touch by phone and email and lender knew post got to me.   Despite this, after about 10 months (before and then during covid), they deliberately sent SDs and eventually a B petition to an incorrect address and an obscure small court.  They never served me properly.  (In hindsight I understand they hoped to get a backdoor B - so they could keep the property that way.)  Eventually the random court told them to email me by way of service.  At this point their ruse to make me B failed.  I got a lawyer (friend paid). The B petition was struck out. They’d failed to include the property as an asset. They were in breach of insolvency rules. So this is dealt with then. Simultaneously the receiver again appointed lawyers to act on my behalf as leaseholder. This time to serve notice on the freeholders for a lease extension.  He had hoped to try and vary the strict lease. Evidence shows the already long length of lease wasn't an issue.  The lender obviously hoped to get round their lack of permission to do works (which they were already doing) by hoping to remove the strict clauses that prevent leaseholder doing alterations.  You wouldn't vary a lease through a lease extension. You'd need a Deed of Variation for that. This may be done at the same time but the lease has already been extended once and that's all they have a right to. The extension created a new legal angle for me to deal with.  I had to act as trustee for freeholders against me as leaseholder/ the receiver.  Inconsistencies and incompetence by receiver lawyers dragged this out 3y.  It still isn't properly resolved. The lease has already been extended once so they have no right to another extension. It seems pretty easy to just get the lawyer to say no and stick by those terms as the law is on your side there. Meanwhile - going back to the the works the lender undertook. The works were consciously in breach of lease.  The lender hadn't remedied the breaches listed in the dilapidations notice.  They destroyed the property.  The trustees compiled all evidence.  The freeholders lawyers then served a forfeiture notice. This notice started a different legal battle. I was acting for the freeholders against what the lender had done on my behalf as leaseholder.  This legal battle took 3y to resolve. Again, order them to revert it as they didn't have permission to do the works, or else serve an S146 notice for breach of the lease. The simple exit would have been for lender to sell. A simple agreement to remedy the breaches and recompense the freeholders in compensation - and there's have been clean title to sell.  That option was proposed to them.   This happened by way of mediation for all parties 2y ago.  A resolution option was put forward and in principle agreed.  But immediately after the lender lawyers failed to engage.  A hard lesson to learn - mediation cannot be referred to in court. It's considered w/o prejudice. The steps they took have made no difference to their ability to sell the property.  Almost 3y since they finished works they still haven't sold. ** ** I followed up some leads myself.  A qualified cash buyer offered me a substantial sum.  The lender and receiver both refused it.   I found another offer in disclosure.  6 months later someone had apparently offered a substantial sum via an agent.  The receiver again rejected it.  The problem of course was that the agent had inflated the market price to get the business. But no-one was or is ever going to offer their list price.  Yet the receiver wanted/wants to hold out for the list price.  Which means 1y later not only has it not sold - disclosure shows few viewings and zero interest.  It's transparently over-priced.  And tarnished. For those asking why I don't give up - I couldn't/ can't.  Firstly I have fiduciary duties as a trustee. Secondly, legal advice indicates I (as leaseholder) could succeed with a large compensation claim v the lender.  Also - I started a claim v my old lawyer and the firm immediately reimbursed some £s. That was encouraging.  And a sign to continue.  So I'm going for compensation.  I had finance in place (via friend) to do a deal and take the property back off the lender - and that lawyer messed up bad.   He should have done a deal.  Instead further years have been wasted.   Maybe I only get back my lost savings - but that will be a result.   If I can add some kind of complaint/ claim v the receiver's conscious impropriety I will do so.   I have been left with nothing - so fighting for something is worth it. The lender wants to talk re a form of settlement.  Similar to my proposal 2y ago.  I have a pretty clear idea of what that means to me.  This is exactly why I do not give up.  And why I continue to ask for snippets of advice/ pointers on cag.  
    • It was all my own work based on my previous emails to P2G which Bank has seen.
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Monarch Mobility and mobility scooter - Rejecting an item


Surfer01
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As I needed a mobility scooter

I did a check Online and contacted Monarch Mobility via their Online form.

A rep then contacted me and we arranged an appointment.

 

The rep arrived on time on 17th Novemeber 2016 and did a demonstration of the Smarti folding scooter and I had a ride on it.

 

As it seem okay, we discussed finance

however to get finance I had to buy a "package which consisted of an extra lithium battery and a charger.

Also if I took the package they could not do a trade in on my current scooter.

 

I then decided to pay on using my credit card as I could do the trade in and the price was lower so instead of nearly £2700 it was £2295 less the trade in total was £2045.

 

I was then given a document in which it states that I have 14 days to change my mind and return the scooter.

I thought that under Consumer Rights Act 2015 it was 30 days?

 

on the 17th they supplied me with a scooter and the rep had to put in 3 batteries before he found one that was charged.

The rep left and we plugged in the scooter for about 3 days

 

however on Sunday past I went to use the scooter and the battery had lost quite a bit of the charge which is unusual for a lithium battery.

 

On reading the instruction manual it states that the battery has to be charged at least once a week even if the scooter is not used.

Never had this issue with my previous scooter which also had a lithium battery.

In addition, the "ignition" is very loose and the seat a bit wobbly.

 

I emailed Monarch about this but they have not replied.

I looked up their Facebook page and the remarks from a few people were not very complimentary.

Trustpilot also has one or two bad reviews with one being about the battery.

 

Can I reject the scooter because it is not up to standard and if so do I have to pay postage to send it back to Halifax which is about £25?

Who pays the postage to have my original scooter sent back?

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The 14 day return offer which they gave you is a sort of goodwill cooling off period which they were not required to do because the contract is an on premises contract.

 

The 30 days. Which you refer to is a period under the Consumer Rights Act which entitles you to insist on a refund or replacement if a defect develops within 30 days.

 

As you appear to have identified defect and it is within the 30 day period you can exercise that right. You exercise a right by letting them know – best to do it in writing – that because of a defect you are rejecting the item. Right and the letter straightaway. Send it guaranteed next day delivery – signed for. People documents.

 

Because there is a defect, you are either required to return the item at their cost or they are required to collect it. In view of what it is, I would say that they are required to collect it so you can put them on notice in the letter that you are expecting them to come and get it within, say, seven days.

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Thanks

I was under the impression it fll under Distance Selling as the inquiry was initiated over the Internet.

 

I have already sent them an email regarding the battery and will give them until tomorrow as I have until Thursday to reject.

 

The Cancellation clause that rejection must be done in writing and electronic mail is acceptable.

 

I don't want to jump the gun at the moment if they are willing to help.

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If you assert your right to reject, you're not bound. If you send them the rejection, it may concentrate their minds a little. I suggest you do it now.

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ah the hypocrisy. using the eu implemented con rights act, that gives more rights to the consumer...:)

no offence surfer, but cldnt resist that one. :)

just report my post, and it will be deleted.

:mod:

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just remember

if they mess you around

simply do a section 75 on your credit card.

 

def do not pay for it to be shipped to them.

 

they quickly came out to fleece you by selling it!

 

they can just as easy collect the cart the same way!

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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  • 3 months later...

An update.

They replaced the battery and all was well

 

however I only used the scooter twice since the new battery was installed.

The scooter was then left on charge.

It is supposed to have a Lithium IOn battery.

 

In late February it was loaded into the vehicle for me to use at the NEC show

however on arrival the new battery was flat despite it being on continuous charge since the battery was changed.

 

I assumed that perhaps I had not plugged in the lead correctly and I was at fault although I am sure that I checked the state of the battery prior to loading it into the vehicle and it was okay.

 

Fast forward to today.

The battery has been on charge for the past two weeks in an off board charger that I bought from Monarch for the sum of £80.

 

I plugged it into the scooter today and it showed that it was only half charged.

Obviously this is no good to me as either the off board charger does not work or the new battery has developed a fault. If I had not checked, we would have loaded the scooter into the vehicle only to find I could not use it at my destination.

 

I have lost all confidence in this scooter being a reliable means of transport for me and would prefer a refund and go elsewhere considering that I have only used the scooter twice and it has done less than 3 miles altogether.

 

My old "cheapie" scooter would remain charged up right through the winter and I am regretting trading it in.

 

I gave them the chance for a repair and that has failed again within 6 months.

The rep came to our home and the transaction was done at my home.

The off board charger was bought separately and just over 14 days ago

 

however I am not sure if it is faulty or not or whether it is the battery.

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well as long as the off board charger is a lion charger cant see it being faulty.

unless by leaving it on charge for so long you've cooked the battery.

as it has no auto trickle charge change over

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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No mention was made that you cannot leave it on charge 24/7.

 

Looking at the charger all the work is done by the same lead that plugs directly into the scooter.

 

The charger seems to be just a "holder" for the battery with no internal electronic components.

 

The rep told us that we could leave the lead in 24/7 and no mention is made in the Owner's manual that this should not be done.

 

At this point I have verbally requested refund from Monarch and will give them a couple of days to respond and if no response,

I will submit a written request,

 

but I need advice how to word the letter and whether I should make mention of CRA or section 75.

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no looks like you are ok.

 

yor originally reported the fault within the required time to demand a refund

the same fault is still there then.

 

pers i'd be rejecting the thing under the CRA 30 days limit.

 

if they don't play ball

 

section 75 time

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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their T&C's are irrelevant as such they don't play any part

the time limit you mention is for visa chargeback not sec 75

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Reading the T & Cs again I have noticed that there is no details on cancellation rights and because this is not supplied it gives me the right to cancel extended to up to a year. I also bought an off board charger from them about 17 days ago which was delivered 14 days ago.

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Post 13

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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I phoned them last week and was told I would get a call back, but nothing.

Same yesterday.

 

 

I have written to them over the weekend and sent the letter tracked on Saturday.

I have also started a Section 75 claim for the full amount of £2295 through my Barclaycard.

 

The issue here is that we are away on holiday at the end of the month and I will probably have to buy another mobility scooter to get around otherwise it spoils the holiday for my wife as she does not want to go places without me.

 

 

The concern is I am dipping into our holiday money for the scooter which cost about £500 or a hiccup and no refund and I am left with two scooters and then have to use the small claims court to fight my battle.

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Update.

 

 

I have done a section 75 and sent off all the relevant information.

 

 

This afternoon someone from Monarch phoned me and told me that they want to do a repair.

I informed them that they had already done a repair for the same fault which had re-occurred.

 

 

I informed them that I had lost all faith in the scooter and wanted a full refund.

I was told that they would not offer me a refund as the 14 days for cancellation had passed.

 

 

They were informed that under the CRA 2015 I was entitled to a refund as the scooter had developed the same faults again within 6 months.

They insisted on an inspection and I told them that they must collect the scooter from my residence.

 

At this point I think we may have crossed wires as they were insisting on an inspection and I was insisting that they collect it, however in hindsight maybe this was not the correct thing to do.

 

 

The concern here is that if they take it away and then state it has a different fault,

I am snookered however the loose ignition switch they cannot get around.

 

 

They did also offered to take it away and leave me with a loan unit for my holidays

so I am now very unsure what to do as being stuck without a scooter will be a hassle.

 

 

The other concern is the the decision by the CC and if it will be in my favour.

 

 

The scooter company said if I was successful with the section 75

they would recoup the money from me by other methods?

 

Very unsure at present how to move forward.

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please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

 

Thanks very helpful and I will stand my ground as nothing to lose.

 

 

However I am still unsure whether to go ahead and buy another Pride scooter which will cost between £400 and £500. At least I will know that it is reliable and the lithium battery will stay charged for over a month.

 

I have always been under the impression that Lithium batteries were better than Nicad or wet cell batteries and would retain the charge longer.

 

 

My hand drill which has lithium batteries stays charged right over the winter.

My previous scooter which had a lithium battery stayed charged over the winter period.

This scooter which has a lithium battery will not stay charged for a week.

 

I bought the off board charger so that I could leave the scooter in the vehicle and just remove the battery for charging however with arthritis in my hands, wrists and forearms, it is impossible for me to remove the battery and the scooter needs to be taken out of the vehicle anyway.

 

 

They are refunding the cost of the off board charge as that was returned within the 14 day period so no argument there.

 

Thanks for the moral support and advice.

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see what bankfodder says but IMHO you are entitled to a full refund.

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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  • 1 month later...

Unfortunately I was overseas for most of April

 

 

Barclaycard have written rejecting my claim at present and are requesting that the mobility scooter is examined by a third party.

The concern here is that may be a loop hole for the supplier to oppose the refund if a third party is involved.

 

Also under the CRA 2015 there is no obligation for a consumer to get a third party to appraise the goods before rejecting them.

 

 

BC also state that for a claim under section 75 to succeed breach of contract or misrepresentation needs to be proved.

 

 

I am sure that having the same faults come up again within 6 months from date of purchase is breach of contract.

 

In the meantime

the supplier collect the scooter and left an unsatisfactory loan scooter.

 

 

On 10th April I emailed asking for an update and when no reply I chased it up again a few days later.

 

 

Still no reply although I had confirmation that they had received the email.

Seems the supplier is not bothered with customers?

 

Seems Barclaycard are also playing hardball!

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section 75 differs from CRA

 

 

I would answer that you are quite willing to get a third party to inspect the scooter

however

at present the supplier has it and are refusing to communicate back to me

and

that as long as the inspection fee is refunded should the section 75 be successful.

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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BC have contacted me again today and are stating that I need to prove breach of contract and telling me that the merchants T&Cs show that there has been no breach of contract and that the CRA does not apply to breach of contract?

 

 

They referred me to the Which website and stated that after 30 days I could not get a refund at all and that the merchant should be given 3 chances to repair before a refund is issued.

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as far as i'm aware cra says 'repair replace or refund'

the singular..repair [once only]

 

 

and CRa does apply to contracts ...silly beggars..

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Gobsmacked!

 

When I did not hear anything further from Barclaycard I phoned them yesterday to be told that as it had been escalated I would need to wait.

 

I advise them that as it had been 8 weeks since I had raised the initial dispute on 18th march 2017 ,

I was going to contact the Financial Ombudsman.

 

I was then told that as the complaint had only been raised on the 3rd May

I had to wait 8 weeks from that date before I could raise the complaint to the FOS.

 

I have always thought that a dispute and a complaint in this context were the same thing.

checked and it is the date I raised the dispute.

 

BC have been very obstructive regarding this section 75 claim despite all the evidence showing that the trader has breached the contract on more than one occasion and still has the scooter in their possession and has not collected their loan scooter despite a request to do so.

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