How do I complain about our honeymoon?

[JillStephens7]

Hello

We go married on 29th May and hired a campervan for our wedding vehicle and honeymoon.

There were loads of problems with it (20+), which were due to indadequate servicing/ preparation of the vehicle. These ranged from annoying (e.g. cool box & awning broken and stereo missing) to dangerous (e.g. fuel leaking as someone - apparantly a trained mechanic - had put a rivet throught the fuel line)!

OH spent 2 hours the night before our wedding making it ok to drive to the church (light lens had fallen off, indicator wasn't working, air filter had fallen off and timing was way out); hours while we were away sorting out new probs as they came to light(e.g windscreen wiper falling off, door locks not working so had to remove door etc etc); we spent half a day waiting for the AA as the exhaust & manifold were barely fastened on and nearly fell off. We also set off home a day early as we were worn out from the stress of it all, only to break down and end up getting home at 2:30 in the morning on the back of a tow truck. Loads more problems but I think I have gone on long enough!

We paid £610 to hire van (was our wedding present off several people). In normal circumstances we prob wouldn't have taken it after discovering the first few problems but didn't want to miss our honeymoon (at 5 days our longest holiday since we've been together - 5 years) and had no money to do anything else.

Sorry, will stop moaning and get to the point! I really want to write and ask for some compensation but don't know what to say. We told the bloke about problems as they happened and gave him a full list of the faults when we got back but didn't ask for any compensation and they just wrote back to say sorry we had some problems and thanks for looking after the van for them and that they hoped we still had faith in campervans (yes but not in you you muppet I want to shout).

Any pearls of wisdom for me? I just can't seem to get it together with this at all.

Thanks and sorry to be so rambling, Jill xx

[sortanormalish]

You need to get a letter out ASAP. But read the rest first.

Remain respectful in your letter, but be firm. Outline the list of problems again, and that they were reported along the way. Include information about how the man just said thanks. Be certain to include that your travel plans made it impossible to get another van in time. Also that you let things lie at the moment for fear of being extremely rude. That reminds them that you are a reasonable person. Now you inform them that you want some compensation. Don't ask for more than you are really entitled to. If this is a small company and you spoke to the owner, you probably won't get anything except money for parts, etc.-assuming you have a receipt for those purchases. If he refuses to compensate you for that, you may have a small claims case. American law is different so I can't say with certainty.

If it is a large company, things become different. Make three copies of your letter. One for your records, one for the individual you had contact with, and one for his superior, say a regional director or the equivalent. Include in your letter that if you don't get a satisfactory reply you will address your concerns to his superior. In the event that you do need to cantact his superior you need to write another letter explaining your attempts to deal with the employee, include the man's name and location, and include a copy of the original letter. I know it sounds moronic, but you must explain that you are including a copy of the original letter. In your letter to the superior, make it clear that you will go beyond him if necessary. Obviously you need to find out if that is possible first. Keep a copy of every letter you send and include a copy of all previous comunications with each advancement up the chain of command. And always tell them that you are including a copy of every previous communication. It might be a good idea to include copies of any replies you receive.

I presume there is a business reporting agency you can appeal to. If you get no help, report the company. Be certain you warn the business at every step that you are going to if the problem is not resolved. This may take a couple hours of your time, spread out over a couple of weeks, but should get you something. Maybe only peace of mind that you can warn others that this is a horrible company to deal with. It will be more sensible for them to deal with you than the loss of business a report would produce.

Do not back off.

Goodness...I never realized that my job in PR had such an influence on me.

[Green Aura]

Sorry you had such a rough time - especially on your honeymoon

I'm not sure what you can do. Do you think it's a general problem with all their vehicles or just a one off (that sounds a bit daft but if you hired it straight after it's return by someone who badly mistreated it I suppose they might not have had time to go over it - not condoning it but I'm sure it must happen sometimes with "in demand" vehicles).

My first thought was that this vehicle wasn't roadworthy, so a word to VOSA wouldn't go amiss - and if you've got receipts etc to back up your complaint they'd probably go in and have a look at the whole set-up.

[MKG]

GA is absolutely right - that heap wasn't roadworthy and therefore, by definition, not fit for purpose. That automatically gives you grounds for complaint and compensation, so long as you can prove the faults existed. Yes, write that letter and yes, be polite but firm. If you get no joy, there is always the local Trading Standards Office. No matter what the reason, that vehicle should never have been let out onto the road - the fact that it was is negligent, crap quality control and just plain atrocious customer service.

Mike

[JulieSherris]

I am going to sit here & try to look wise while I nod my head in agreement with what has already been said.

Be polite, but firm - explain that you have needed a few days to compose yourself before contacting them further.

Oh, and Jill...... Congratulations!!

[Pennylane]

Congratulations on getting married but such a shame to have the honeymoon spoilt..such a wonderful idea as a gift to you both..
Hope you get something sorted,folk should not be allowed to get away with this , holidays/honeymoons are precious and should be honoured as such...good luck..

[Millymollymandy]

The others have said it all but I just wanted to congratulate you on your wedding and I'm sorry about the problems with the campervan on your honeymoon.

[JillStephens7]

Thanks everyone! I think I partly just needed a moan! I've played the problems down with family and friends as I didn't want people to be upset for us and also some of them would have got really angry and I've just been too tired to want to deal with their anger ... seems like I forgot I am angry! Feeling better for a moan and have sent a letter phew!

In the end just said I wan't happy, that the probs had prevented us from doing things we'd wanted to do, that we were too exhausted from the problems to enjoy much of our time away and that we'd come home early as we couldn't cope with the stress any longer. Also that we were lucky that nothing more serious hadn't happened. I included a list of the problems and said that it seemed reasonable that we be compensated for this.

GA we now think this is the first time this vehicle had been hired out, so it may be problems with just this vehicle, though I am concerned that they let the vehicle out in this state. The visuals are imaculate but mechanically it was unsafe. Such a shame as it is a great vehicle. I reckon it was pushed out too quickly probably a bit of greed to get earning money took over from care on preparation The owner insists that the work had been done by reputable specialists but when Stephen said they needed sacking, he admitted he had 'pushed them pretty hard'

Anyway, I wait to see what response if any my letter gets.

Thanks again all
Now I've got that out of the way I can get on with being a wife ha ha. Quick question: All the married people I know have tidy houses, clean clothes and eat their tea at a sensible hour but I haven't noticed any improvement in myself yet. will it come with time?!

[JulieSherris]

Quick question: All the married people I know have tidy houses, clean clothes and eat their tea at a sensible hour but I haven't noticed any improvement in myself yet. will it come with time?!

I've been married for 11 years to hubby number 2 - i'm still waiting for time to catch up.....

[Susie]

Quick question: All the married people I know have tidy houses, clean clothes and eat their tea at a sensible hour but I haven't noticed any improvement in myself yet. will it come with time?!

I don't know, but would you let me know if it does, I might get married myself if it makes my house tidy.

Congratulations on your marriage! I think the letter you sent sounds good.

[Millymollymandy]

Quick question: All the married people I know have tidy houses, clean clothes and eat their tea at a sensible hour but I haven't noticed any improvement in myself yet. will it come with time?!

NOT when you are an Isher! It goes against everything we stand for.

[crowsashes]

Quick question: All the married people I know have tidy houses, clean clothes and eat their tea at a sensible hour but I haven't noticed any improvement in myself yet. will it come with time?!

i can saftely say , in my opinion of course that tidy houses are usually occupied by very very dull people

[Gem]

I cant seem to keep myself clean let alone the blooming house. During a recent holiday with the inlaws they commented a few times on my muddy shoes/legs/face, even when I hadn't been anywhere muddy!

My house therefore is doomed to be a bit grubby. I do manage to keep the kitchen clean (if a bit cluttered) at least..

[sortanormalish]

No.

[Keaniebean]

Congratulations on your wedding and what a shame to have your honeymoon spoilt. Nothing else to add on the how to complian business, I'm rubbish at it and tend to opt for the keep quiet and walk away sheepishly thing.
As for a tidy house . Mine is a total heap of mess/dust generally, even when it has just been cleaned and I've been married for almost 7 years now, so I hold no hope of it changing. Clearly people with tidy/clean houses have too much time on their hands . As long as things don't start to grow legs and walk of their own accord here it's clean enough.