Protec covers - our recent experience.
Following our history of great service from Protec, late on a Friday afternoon, we placed an order on line for a basic cover for our 2013 Swift Challenger 570 stating that we did not need any extra allowances for an A/C unit, satellite, bike rack, access doors etc.
We had not realised at this stage that Protec had been sold earlier this year and that the new company operates under new systems and procedures. It is no longer based in Bradford and is essentially a different company.
We did, perhaps naively, tick a box that said:
“I understand that I will be required to provide additional information (measurements solar panels, access flaps, satellites, air con units, bike racks, awning rails and door location) on completion of purchase” but as we didn’t ask for any of these extras, we assumed it didn’t really apply to us.
We were surprised therefore on the Monday to receive an email from Protec/Specialised Canvas with an attached PDF file asking for several basic measurements that would involve using a step ladder to satisfy in full. They also requested photos of the front, back, top and both sides of the van. These had not been mentioned in the ordering process.
We replied to the email saying that as we are now in our seventies, we no longer felt safe using step ladders to take measurements and photos of the roof and could not understand why this was necessary as in the past, Protec had the basic model specification measurement templates in their database.
We were told that a lot of these templates had not been transferred in the sale of the company and that it was now the responsibility of the customer to supply even some of the most basic measurements. We felt unable to do that at our age and by this stage, we were losing confidence in the new company. Had we we realised this requirement beforehand, then we would not have placed the order in the first place.
We requested that the order be cancelled and whilst the company said that was possible, they directed us to their “Refund policy” at the very bottom of the order page on their web site and this does state that a 20% administration charge may be applied.
They did cancel the order for us and despite a phone call asking for an explanation of this administration fee, we were charged the full 20% which amounted to £113.
This proved to be a very expensive mistake for us so please ensure that you read their “Terms of Service” and “Refunds Policy” carefully BEFORE placing an order. Cancelling an order even within hours of placing it will cost you dearly.
Comments
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That does sound a little like sharp practice to me. They had not incurred any costs and had been holding your money.
I've just checked the website home page on
Bespoke Caravan Covers | Explore Our Range | Protec Covers
and it says :-
"I understand that I will be required to provide additional information (measurements solar panels, access flaps, satellites, air con units, bike racks, awning rails and door location) on completion of purchase"
I'd have thought additional information would be defined as over and above information that they held, but your implication is they held no information.
On completion of purchase is not a stage you got to, so no order was in effect placed.
As I said, sharp practice. Have you contacted the clubs legal team?
I paid about £100 for a generic Kampa 14'-17' cover two years ago. It is on all the time the caravan is not in use. It is going a bit green in places as we live in Devon but is still in excellent condition. My previous smaller van had the same make cover and after 3 years outside that still looked good.
Generic covers do not allow instant access, but I can cope with spending a minute or two extra to undo some straps.
Colin
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Hello Colin, thank you for your helpful comments. I think we will probably go for a Kapma or Maypole cover this time.
I may well contact the club legal team but I suspect I could just be advised to make sure that I read and understand terms and conditions more carefully. It's a shame that you have to be so careful in this day and age.
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