Background
In May 2022, our customer placed an order for a brand-new caravan from a dealership in New South Wales, Australia. Due to manufacturing delays, the caravan was not delivered until September 2023. Initially, the customer was excited about their new purchase, expecting a high-quality product. However, this excitement was short-lived as significant issues arose.
Issue Identified
By March 2024, the customer noticed water ingress into the caravan. The leaks caused damage to the bedroom cabinetry and penetrated the floor assembly. Over the next three months, the customer engaged in discussions with the dealership and sought second opinions from other caravan repairers. Despite numerous inspections and negotiations, no compromise was reached, and the caravan continued to present with water leaks.
Engagement of Double Chex
In September 2024, Double Chex was engaged to assess the extent of the water damage. Our comprehensive inspection included working with all parties involved. Through detailed analysis, we identified that the water leaks were due to a manufacturing error. Specifically, an external light fitting had been installed without any silicone sealing, allowing water to ingress into the caravan whenever it rained or was washed by the customer.
During our assessment, we also discovered a secondary water leak originating from the hot water system. By this stage, irreversible damage had been sustained to several internal fittings and fixtures, including the bedroom cabinetry, flooring assembly, and timber materials used in production.
NCAT Hearing and Resolution
By early 2025, the case was brought before a local court hearing, which also involved the manufacturer. The evidence provided in our expert witness report and NCAT report clearly demonstrated the extent of the damages. Given the substantial and irreparable water damage, the manufacturer had no choice but to offer the customer a full refund of the purchase price. The case was finalised, and our customer was extremely pleased with the outcome.
Conclusion
This case highlights the importance of engaging an independent expert to assess repair disputes and provide accurate NCAT reports. The findings from our damage caravan report played a crucial role in ensuring our customer received a fair resolution. If you are facing similar issues with a faulty caravan, engaging a professional assessment can make all the difference in achieving a successful outcome.
For expert witness reports, NCAT reports, and caravan damage assessments in New South Wales, contact Double Chex today.