We originally purchased a second hand caravan from Have Holidays in Mablethorpe in May 2010 for £26, 000 and we were very happy with our purchase as this caravan was brought in rememberance of my mum who always loved the site and had recently passed away.

However, as my elderly father has problems down below we subsequently decided that we needed a two toilet caravan. We approached the sales team and were advised that their was only two models of caravans that had two toilets. Which we were shown one.

After looking at the van we was advised thgat they had two of the model in stock one brand new and wrapped and boxed from manufacturers which would cost 28, 500 incusive and another one three months old which would be £2, 500 cheaper and that if we decided to buy either and pay a deposit before 6pm that day they would have it delivered within 7 days. We paid a deposit of £2, 800 pounds decided on the Brand New 2010 Model and signed up for finance of £12, 000 and was told well as it is 6pm and we finish now we will sort the paperwork and get back to you.

We decided to pay the extra and bought the new one. It was duly delivered that week onto the main car park. My husband saw it being unloaded and at 9.30am the same morning we went to have a look at it and noticed the exterior had very bad damage and also that the inside was not NEW but an Ex demonstrator. The manager came to look at the van swore and got back in his car and drove of. We asked the sales rep who was with us where does this leave us and she stated it is your caravan so you have got to have it it cost a lot to get it here and we have a conpany who will fix it within a week.

We thought we had to have it and questioned about it being new she stated well of course it is new. When she inspected it again and we pointed out the faults: Rubbish in bins, Doors not aligned, Window not fitted properly, fridge drawer missing, oven shelves missing and numerous things she was very nonchalent and we got the impression oh well never mind we will sort it and when we questioned about it was not new she just shrugged.

The next day I went to her on my own and I was in tears I said I was not happy and did not feel the van was for us and she just said you will be ok when it is on your pitch and basically after this fobbed me of.

It was sited within a few days with the damage which was a very long list still not rectified even after we repeatedly went to see the sales team
and on one occasion even heard a staff member refer to customers as "Knob Heads".

We eventually got a copy of the paperwork in NOVEMBER and found that we had not been told the truth but seriously lied to about how much the finance charges were, the repayment costs and also the worse thing was that we had not been given £18, 000 excluding vat on our exchanged caravan but just over £14, 000 therefore they had charged us nearly £6, 000 pounds for owning a van that we bought from them for approx 16 weeks of which they had rented out from the last two weeks in july up until the 2nd week in september and made a lot of money from.

We have been trying to get a replacement caravan to equal value or money back since the caravan was put on the pitch and as of todays date are now being ignored although some repairs have been carried out but the main complaints have not been dealt with and we are still stuck with a caravan we no longer want. The list of faults with this caravan is endless to numerous to mention but do Haven care NO.

The person who eventually was trying to help us who was the After Sales customer manager has subsequently left the company. We recently came into possession of the original paperwork from Willerby caravans and the caravan left them in October 2009 and it also shows some of the faults!.
All paperwork given shows 2010 Model and NEW.

Now no one is helping us. We are left in £30, 000 worth of debt as we remortgaged our house for £18, 000 to buy the first caravan and finance of £12, 000 for the supposedly BRAND NEW ONE and we have not had even an acknowledgement letter from Bourne Leisure.

My father is very upset as he feels it is his fault this has happened and is in tears when we try to discuss anything with him as he says if he did not have health issues we would noy have purchased the second van and be in so much debt.

Haven and Bourne Leisures attitude well we don't know what it is because they are not respoding to our complaints.

Looking back in hindsight we wished we had not purchased the second van as we feel very let down, despondent and upset.

We also now understand why when you are discussing purchasing a caravan from Haven Sales they will not give you the Proper price and will not write any figures down.