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