Complaints with the Caravan & Motorhome Club
Comments
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I wrote to the DG 3 or 4 years ago with my observations about the website. I listed several errors and one that put members in danger. I made suggestions to improve it. I had a letter back from a senior manager who was exceedingly defensive and denied my claims. (As an example the website put High Onn site in the Peak District, it’s in fact on the Staffordshire Shropshire border.) I didn’t leave the club because I use the occasional slte and CL. The problem is it’s supposed to be a member’s club but does anyone know how we change the management? In the other club we seem to vote every year and the folks standing are local. I don’t know that they deal with complaints any better.
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Yeah ....it doesn’t feel like a members club really . Its just my opinion obviously. But i am not surprised they were defensive when you wrote . We did talk to the warden with our issues at the time and , from reading reviews of the same site , its not the first time idiotic pedantic ridiculous beyond belief decisions have been made that defy common sense . I got the impression that ‘all animals are equal....but some are more equal than others ‘ , to quote the phrase and even though our points were common sense ....the powers that be would side with wardens ....its no surprise. Its that that brings the loss of hope for us and tells us its not a members club ...its just about the money not the care for its members . Yeah its that that makes me know its time for us to leave . I dont think it will change even if we turn up at the annual meeting that they have ? I dont know?
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"The powers that be would side with the wardens." No, not necessarily, misunderstandings can arise for many reasons. If you feel upset about something in "real" time on a site and you don't know what to do it is possible to ring CAMC and ask for help or advice on the situation. You can move away from the dispute or incident and make a quiet private call to resolve the issues and hopefully continue with your holiday plans.
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Yeah it was over Easter so no one to telephone , offices closed . Spoke to wardens at the time .... emailed with complaint shortly after as photographs were needed . Will just see what happens with second email . Thanks for your post and thoughts :-)
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The 'powers that be', as well as the Warden who made the contested decision will be aware of this ongoing Post. So, perhaps some redress WILL be forthcoming ? who knows. No one likes unfairness, though. Would love to know the cause and source of the dispute, but understand discretion also.
Good Luck.
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Somebody is certainly aware of this thread. Hence, the deletion of posts that did not praise the club☹️
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In the time we have been members ,we have got to know numerouse wardens and some are still on the network,and in the past what ever the complaint ,,the wardens were Always the ones who were the "problem?"in the eyes of the club the "member?"was always right? In recent years the situation has changed to where more investigation has taken place,because of the "litigation society"we now live in, and they have woken up to the fact that there are two sides to every story, hence the process of investigating any "problems "could now be protracted
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This thread is all a bit hypothetical as we have no information on the nature of the complaint, even in basic form. I don't see how the way other complaints were handled is of much help as every compliant is individual and solutions will be different in each case. JVB is probably right in suggesting that reaching a conclusion could be protracted because it require investigation and people in HQ won't be the best placed people to provide the answer. If it involves a complaint against site staff, who incidentally are not just employees but also members of the Club, it follows that the Club have a duty of care to both members and the site staff. This usually involves the Region Manager who might not immediately be available to drop everything and head off to the site in question. My advice to the OP would be to contact the Community Manager via communitymanager@caravanclub.co.uk and see if she can find out on behalf of the member when he is likely to get a reply.
David
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David, at least twice the OP has given a basic outline of his complaint.
I repeat, his question is asking whether others have achieved satisfaction as a result of complaining - that’s all. The whys and wherefores matter not.
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Hi gizacuppatea In my case the answer to your original question is Yes - some time ago I was the victim of bullying by a site Warden - thread title on this forum "Pitch Rent" which was eventually closed by Moderators.
After countless emails, 3 of which I never even got the automated response to, I finally got a reply from the Area Manager - the wardens statement of events was sent to me as fact and it was decided I was in the wrong.
Cutting a long story short I had photographic evidence disproving the warden's account, which was sent to the Area Manager via registered mail - in a few days I received a letter of apology and a voucher for free camping nights.
John
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A private site owner can answer a complaint at once, but no one in Club HQ can possibly do that. All they can say is that they are sorry the member is unhappy (and that should be done at once) and that the matter will be referred to the regional manager who will reply within xxx days.
He will need that time because he has 30 or 40 other sites to visit. He will need great diplomatic skills and training in expressing regret without necessarily accepting blame. My son who owns half a dozen restaurants says waiving the bills paid, and offers of free wine can go some way to mollifying an unhappy customer. The regional manager may have only site vouchers to offer.
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I will email where you have said if i dont get a reply from my second email thanks.
When there is an outcome either way i will share the details . But honestly its never right what has happened ...in a million years .
Thanks for your help anyway
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Thank you . Appreciated
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Thank you everyone again. Said before , its very kind of everyone to take time out of their day to help . Its really kind of you guys .
appreciated 😊
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Complaints can be quite difficult and protracted to deal with, especially if they hinge upon two sides of a view, and there might need to be quite a bit of in depth investigation required. It’s helpful of course if the initial complaint actually reaches the right person or department quickly as well. This is where small businesses can deal with complaints easier than large ones with lots of hierarchies to get through.
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Thanks for your post . I will keep writing then . And to the ce if needs be. We spend that much each year with the club . Took early retirement due to heart attack and health problems , so we go away every month , and have tons more hols planned . They dont need us though . We don’t matter to them . But i will keep fighting. Thanks for your help
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not read all this but doesn't CC have a formal complaints procedure (like many large organisations) which, like ET mentions, should set out what happens and in what timescales, along with the escalation process should a customer not be happy with the outcome or the way the process is being handled..
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It has one to a point ....but then it stops . There doesn’t seem to be a stage where you escalate it if you are not happy with the first reply .
It advises phone or letter ...but i needed to email as i wanted to include photographic evidence. Didn’t want to print loads of photos out....would have used all my ink. Anyway i emailed and it got forwarded . Told 20 working days . On the very last hour of the 20 th working day . ( strange that 🙄 ) , i got an email reply . And it was a waste of time , the main issue not addressed . I just sent it back saying please can you read my complaint again . You missed it 😰 .
The wait was around a month to be honest ....with bank hols etc . Not sure what the procedure is for escalating it ....but i doubt there is one . Hence my post here asking if anyone has encountered similar .
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For a quick resolution I always find it is much better to email the CE direct. Email addresses can normally be found online or just take a guess. I emailed our local dealers last week after a very unsatisfactory warranty issue. I knew that the email address of the service department staff were first name. last name so sent my complaint to the CE using the same format. Response from an underling was received within the hour.
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It depends on what you the customer want as a resolution.
I currently have a complaint in with Next, all I want is a letter/contact saying they messed up, sorry, wont happen again etc.
Last year I had a serious issue with my car insurer, my want there was similar and I received not only apologies from a senior level but assurances systems had been changed to prevent the same from happening to others! The issue there was me giving them money, rather than them giving me.
For financial recompense for a complaint that's something all together different.
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As a warden with the CAMC, can I just add that if something is not resolvable on site, for example it might be out of our control. The warden invariably will do his upmost to resolve then issue on site but failing that. Then, the advice is always to contact EGH directly.
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Sorry i am being a bit thick here ....EGH ? Not sure what that stands for . I just emailed the caravan club and it got forwarded from there.
I dont want to say too much about the issue until the caravan club has had a chance to respond . But the issue was ridiculous and should have never arisen. Thank you for your response though . Thank you for looking after us lot as a warden :-)
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