Dealer woes in Surrey

I purchased a 2001 Ford Autosleeper last year from STJ Motors in Woking, Surrey. STJ are a Fiat Commercial dealer specialising in motorhomes.

On the test drive I identified an unusual noise with the clutch, this was reiterated to the Service manager when I collected the vehicle.

The clutch got worse over the next few weeks and I found that the kitchen tap leaked.

First issue - the tap. I took the van back to get the tap replaced under warranty. Collected the van later the same day taking it home and parking it up. I returned several hours later to find that the pump was running. The pipe had come off the tap tail causing the pump to run, emptying the contents of the tank into the back of the van. I returned the van the same day and was assured the fault was corrected and would never leak again. Several weeks later I loaded the van to go away for a week. Filled the tank and tried to purge the air, the pump would not stop running. I then discovered water pouring out from behind the sink. On examination I found that the original fittings connecting the hot and cold pipes from the pump to the tap tails had been removed and replaced with sections of fuel pipe that had been secured either end with zip ties. They should have been joined with industry standard snap / push fit connectors. As soon as the pump pressurised the system the pipes popped off. Thanks to this forum I fixed the tap myself but I was still left with a soaked van - wet carpets and wood work for a second time.

Second issue - the clutch. The clutch got progressively worse and started slipping when the van was fully laden. I discovered that the van had a dual mass flywheel which was changed to a solid one by Ford following similar faults on other vans. After some considerable negotiation STJ Fiat agreed to change the clutch only if I paid for the parts. On collection after the repair the pedal had virtually no movement before it engaged. I queried this with the Service Manager on the day and was told that this was how the new clutch should be and it had no adjustment. In the first snap of cold weather I was unable to get any gears. STJ's didn't return my calls but my transport manager at work advised bleeding the clutch. After bleeding the clutch was transformed - it had obviously not been bled when they reassembled it. A basic procedure when dealing with hydraulic systems! STJ offered a free service as compensation.

Two weeks later we left for a tour of the Highlands, got as far a Lancashire on a Bank Holiday weekend to have the clutch fail completely. The slave cylinder burst dumping all the hydraulic fluid. Parts were not available and we were towed back from Preston to Surrey, ruining our annual holiday.

STJ were phoned several times, they failed to return our calls over the next week, made no effort to help source parts or even offer an apology. The service department even suggested we were somehow complicit in causing the fault and were unreasonable in suggesting they had any liability in the matter.

When I removed the slave cylinder it was obvious that it had been leaking for some considerable time. In my opinion, bearing in mind that the slave cylinder had to be removed to remove the gearbox and that the trade price was about 25 pounds, it should have been changed when they did the work. Had they bled the clutch they would also have identified the fault.

I did eventually speak to a Director. I pointed out that due to sub standard work by his staff my van had been flooded twice and that they had failed to repair the clutch properly leading to a ruined holiday lost deposits and costs involved in the recovery.

I was eventually offered a free service / habitation check and the refund of the costs of the parts.

I sent the receipts off as requested and now several weeks on and several unreturned calls later I have no refund or written confirmation of the service offer.

I may have been unfortunate in my dealings with this company, they are NCC registered, but in my view its service department and customer services have severe shortcomings. I shall be looking for an alternative dealer somewhere in the West Surrey area and would welcome any recommendations.

John