In the summer of 2022, Caroline Sørum and her partner Paal Erik Ystenes bought a new caravan from one of the country’s largest retailers for almost NOK 600,000.
– Then we were going on a trip with the caravan for three weeks. But it only lasted one week, says Caroline Sørum from Vigra outside Ålesund.
It would turn out that the new caravan had several faults and shortcomings.
Shortly after taking over, the cohabiting couple discovered that all the cupboards had been installed crookedly, the shower was not tight, and two holes had been made in the wall because the television set had been moved.
In addition, the power cord for the air conditioning was pinched, and there were grout stains in both the shower and the toilet.
– Crazy
Just three weeks after the young cohabiting couple became proud owners of the brand new caravan, it had to go in for its first workshop visit.
They did not get the cart back until long after the summer holidays, in October.
The problems were not over either. Over the course of the autumn, they had to return the wagon to the dealer three more times, including when another water leak occurred.
Altogether, it was in the workshop for a total of five months in the summer and autumn of 2022.
As faults and deficiencies had still not been rectified, the cohabitants had had enough. They demanded cancellation of the purchase.
– This has been very hectic, Caroline Sørum tells Motor.
– Has been improved
The caravan was bought from the retailer Tellus in Ålesund. Tellus was established in 2021 by several partly large suppliers and retailers of motorhomes and caravans.
Tellus is now one of the country’s largest motorhome and caravan dealers.
In a letter to the consumer authorities, Tellus has expressed that all the faults on the caravan belonging to the cohabiting couple have been rectified, apart from the joints on the shower tray.
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Risk of injury
Caroline Sørum and her partner Paal Erik Ystenes complained to the consumer authorities.
Now they have been upheld by the Consumer Complaint Committee that the purchase of the caravan can be lifted, and that the cohabitants will get back NOK 545,000 plus interest on late payment of the NOK 578,000 they paid.
The Consumer Complaints Committee handles conflicts following, among other things, the purchase of a caravan. In their decision, they point out that the dealer acknowledges that the caravan is still leaking water, despite several sometimes lengthy workshop visits.
– The shower is an important part of the function of a caravan. The defect is therefore of such a nature that the caravan cannot be used as intended, writes the Consumer Complaint Committee in its decision.
The committee believes that the legislation does not give the retailer the opportunity to make further attempts at improvements. They also indicate that there is a risk of water leaks inside, and that this can reduce the value.
South tour instead
The caravan is of the Adria Adora type. The cohabiting couple are happy that they have received help from the Consumer Protection Authority and the Consumer Complaints Committee. But two months after the decision came down, they still have not received the money they are entitled to.
– We also do not get in touch with either the dealer or their lawyer.
– What do you hope will happen now?
– That they make up for themselves. We bought a brand new pram, which we hardly got to use.
The couple partly financed the caravan by trading in an old caravan.
– Neither last summer nor this summer have we had a carriage to holiday in.
– What are you doing this summer?
– Now we have given up camping life. We have instead booked a southern tour.
Did not know
After waiting for several days for an answer from Tellus, Motor finally receives an answer from managing director Paal Jahrmann at the chain’s head office.
– After a conversation with our adviser in the case, we have decided to respect the decision. In other words, we will not take the case further to the district court, he says.
– When do you pay out the money to the buyers?
– I do not know the details of the case, but I will follow up on this now. If the cart is returned in the agreed condition, we will pay within a week.
– The decision was made in February. Why are you only reacting now, after you receive a media inquiry?
– Tellus Ålesund sold the wagon. This department has been closed down and merged with Tellus Sunnmøre. The general manager at Tellus Ålesund has recently left us, and we are having a bit of trouble reconciling the facts. We only found out about the decision when you contacted us.
