“Trustpilot reviews
Review of Leisure World Group
nick
13 reviews
GB
Rated 1 out of 5 stars
Updated 8 minutes ago
Appalling company Leisure World Catterick
Appalling company. DO NOT USE. One star is one too many.
We bought a brand new Swift challenger in April 2024. The first caravan we saw at Birtley , my wife noticed had faults and a large chip on the front of the caravan, which Margaret said could be repaired at Catterick, ( who on earth buys a brand new caravan and gets it repaired.) The appalling thing was we were left to point out the defects because Margaret didn't point these out to us.
She said she would get another "NEW"? caravan from Catterick.
When this turned up we found there was a chip in the decorative splash back and the microwave was scratched She said these would be repaired under warranty, which in fact would never happen as leisure world didn't do their PDI and failed to inform Swift of the damage.In addition the tracker didn't work and Swift insurance were going to cancel the insurance because of this.
We took the caravan back to get looked at and it still wasn't working properly when we got it back. Terrible service.
We rejected the caravan under Section of the consumer act. They accepted the rejection but when we returned the caravan they found scratches on the underside of the caravan, which had been caused when the caravan was offloaded from a trailer. This damage was reported on by a specialist who called it gravel rash and informed me this was a common issue as caravans aren't offloaded properly.
They refused to take the caravan back and we took this up with solicitors who advised us we only had a 51% chance of winning so we cancelled the legal action.
Other faults were found with the caravan, Alde not working properly, front locker catch broken, radio housing damaged, door not closing properly which along with the scratches, which were all repaired under warranty by Swift and carried out by a local Caravan specialist in Newcastle. Swift paid for the damaged paintwork to be repainted because we hadn't caused the damage, because leisure world refused to do this.
Leisure world had closed Birtley, giving their customers no notice whatsoever. They take your money but don't want to know when there are issues and fail to fix.
NEVER USE THIS COMPANY.
Leisure world have replied to my review on Trust Pilot, they can't even put a name to their response and it is interesting to note they say the account I presented on trust pilot does not reflect the outcome or the standards they apply today. They seem to be saying the service we received from them was not ok and has now improved. How does this help us.
They say they continue to receive positive responses, is a 18 % 1 star response on Trust pilot good, ( thats 1 in 4 customers are dissatisfied with the service.
I do hope they have improved their standards but looking at other recent reviews on Trust Pilot, this doesn't seem to be the case. Unfortunately the standards they apply today don't compensate me for the disgraceful standards I received after purchasing the Brand New caravan from LWG Birtley.
Neither have they commented on the issues I had, particularly the scratches repaired by Swift under warranty, which they refused to do, or apologised for the service we received. LWG maintained that we had caused the scratches despite an expert witness telling us the damage was caused by offloading the caravan incorrectly from a trailer. We found out after we bought the caravan there were other caravans on LWG forecourt with similar scratches. If we had caused the damage why would Swift repair the scratches under warranty and fix all the other issues we had again under warranty.
They are a classless act, which many people have testified too on both here and Facebook.
I chose to disengage as they made a mess of the PDI and because they didn't submit a claim to Swift within the prescribed period, swift refused to replace the microwave and damaged decor panel as LWG failed to do the PDI because they didn't bother to report the issues we found after they took delivery of the caravan ( before we purchased) This much came out as Swift and our repairers said they failed to do checks right
Luckily for us we found a reliable caravan specialist in the north east, who got all the work carried out under warranty including repainting the scratches, something that LWG failed miserably to do.”
“It’s a shame that I have to give at least one star, this company carried out a warranty repair to my Elddis caravan that have taken one week, it took 41/2 months! Upon it return it was in a disgusting condition, the first time it rained the interior was soaked, they refuse to acknowledge that they are at fault, they repeatedly ignore all correspondence, I intend to start legal proceedings against them, sadly I rather think that even if I win, I couldn’t see why I wouldn’t, they will be unable to pay, a shocking company, DO NOT USE!”
“Absolutely Shocking Firm Strung me along for 6 months to do a warranty job for Auto Trail only to be told they couldn't do it The Telephone set up is shocking they don't phone you back or take ages to answer emails if at all Never want to deal with them again they've probably cost me 5K not been able to sell it earlier”
“After leaving a scathing review on my dealings with your company, regarding a warranty repair that you did not even start, even though my van was left with you for 4 months.
You have sent me a vIp invite, to buy a new van from a company who do not know what customer satisfaction means.”
“Do not purchase a motorhome from this company - I have been in an extremely stressful wrangle since February 2024 when I purchased a motorhome that is not fit for purpose. I am still trying to get a refund as they caused further damage to the van trying to fix the initial issues, they haven't managed to fix the motorhome engine battery, so I cant use the motorhome at all now. They NEVER return any calls or correspondence, I purchased using finance and referred the complaint to the Finance company and eventually the Financial Ombudsman, they haven't responded to either of them either - in my experience, you'll stand no chance of getting anything sorted if something goes wrong with your motorhome and you'll have to involve a solicitor if you want your money back.
Update / January 2025. Leisureworld have had out motor home since August last year; the issues are not fixed yet and the motor home is unusable. They wont admit there is an issue and still won’t give us a refund so that we can purchase a new one. Can’t make any plans for trips in 2025 until they either fix the motor home or refund our money. They caused the newest issue in August 2024, but have only just ordered the part (they broke the hydraulic bed raiser). I think their game plan is to do nothing so we get so fed up, we collect the motor home and pay to fix the issues ourselves. They have closed 2 branches, so obviously we are worried sick about it all.”
“DO NOT USE LEISUREWORLD !!
Useless company who disregard the LAW !!
I purchased a brand new Motorhome from Leisureworld York on 2/9/24. They cleaned my vehicle prior to collection and scratched every window yes every one !!
We had just sold our house and planned to go travelling in our new Motorhome but so many faults and it clearly is not fit for purpose so l have asked for a refund under the 2015 section 22 Short Term Right to Reject which means as a consumer I am entitled to a full refund within the first 30 days as the Motorhome is not of satisfactory quality or fit for purpose.
COMPLETELY ignored this rule and refused to give me a refund .
I will now instruct solicitors and pursue through the courts unless common sense prevails. I will continue to put my experience on every social media platform available to me !!”
“A dream of owning a motorhome soon turned into a living nightmare. We had issues from day one, turning back twice from France cutting our holiday short. Some of the problems we have, vehicle battery dead on collection, habitation door warped, burst pipe and motorhome flooded leading to ruined carpets, whale heater faulty, seals around rear window failed and substantial water damage to inner wall and floor, bathroom door fell off, awning light faulty, t.v ariel not working. Three of the most major issues are still not resolved 26 months and counting. What is most concerning is the lack of customer care by the apparently head of department Rebecca Brough. Even tried saying to the work force under her that she had not been informed!!! A joke, just we don't see the funny side. Spend quite a substantial amount (cash) and your discarded. Be aware people.”
“Good news is there can’t be a worse dealer than this one. No point in buying local as they sent me 500miles round trip to another dealer for warranty work all at my expense. If you buy Burstner you only get half the warranty time unless you pay them for a van check. Disgusting company”
“I consider that I had a narrow escape with these people. Travelled 200 miles to view a motorhome. It was obviously an ex hire van, even though the salesman insisted it wasn't.
It was at the top of the price bracket for the model, so I asked if there were any extras on offer. There was a"take it or leave it" attitude. Even when I said that I may still be interested, they wouldn't take less than a 10% deposit on it, £6500! I walked away, reading other reviews, I count myself lucky to have avoided them.”
“First issue was day 1 , travelled to York to view the motorhome they said they had in stock. Arrived to find it was at Catterick not York and the sales guy was incredibly rude. Travelled a further 150 miles to Catterick to view it. They were clearly rushing me as they wanted to close. I placed an order for a new Motorhome with Auto gearbox as the one they had was manual. Waited 4 Months , no correspondence from them at all. Motorhome finally arrived but it had a Manual gearbox not automatic !!! I agreed to buy it as I was now getting desperate . They refused to allow me to collect it on the day I needed it because they didn't open that day ! Collection day !!!!!! This Motorhome was scratched, dirty, had no fuel in , was meant to be a full tank as compensation. No gas . Privacy room missing, No number plates. I arrived at 10am to collect it and left at 4pm! . I had to ask for a drink as none was offered. Eventually with reluctance I accepted it . The following day I drove 450miles to my new destination. Half way there the cruise control stalk fell off ! First gas canister ran out within 2 days , second one I took to the suppliers before using it and they told me it was only 20% full ,
This company have the worst customer service I have ever experienced . They all need to go on a customer service course . I gave them £70k , I was treated with absolutely no respect and wish I had listened to my instincts and gone elsewhere.
I have complained to them but a waste of time .”
“Went here on Sunday to view Motorhomes, at first they seemed happy to unlock a couple for us to look at, although they werent very chatty or friendly. Then when we asked to view another two the attitude was less than helpful, we felt it was a chore for them and we were becoming a pain. Although they did indeed open the other two it was obvious they werent happy to do so. Consequently we headed a little further up the A1 and spent our 60K. at one of their competitors instead. would not recommend them to anyone as if thats their attitude before you buy what is it going to be like if you have a problem”
“Buyer Beware! Aftersales appauling
I purchased a brand new caravan on the 15th May 2019 from Tyneside Leisureworld, at handover i was informed that the front window has a crack, but a new one had been ordered, so foolishly i took the caravan. when i got home i discovered that there was no manuals, I immediatley telephoned and again promised a set of manuals would be ordered, the correct manuals have never arrived Since May i have emailed, and telephoned on 4 different occasions, and each time was assured that someone would get an update and call me back, not once have anyone told me a timescale for the front window. I have now contacted Trading standards, and no surpise, Trading standards have dealt with them before. my only option left is to takae legal action against them, all to get a windown fixed. I would not recommend anyone purchasing a caravan from them, things might seem good, but trust me, when things go wrong, they are not interested”
