Restocking fee

BeverleyD_2

I got a quote for the fitting of a tow bar on our VW camper. The only question asked was our registration number. Quote was for £506.40 - a lot of money so we were unsure but in the end booked an appointment. When the man came he said because it was a camper we would need a loom at an additional cost of £230. We had no idea this would be a problem and it is registered as a camper. We said we could not afford that and wanted our money back. They offered a discount to £165 but we said still too much please refund. They have refunded keeping over £100 (20%) for a 'restocking' fee. The fitter said he fits Tow Bars to these vans a couple of times a week so I think unlikely to be 'restocked' and that its not uncommon for it to be a camper in need of a loom. Apparently most people pay. Company is not budging saying they have waived a call out fee and offering 5% discount on future orders (as if I would ever deal with them again). First question shouldn't the fee be just the portion for the tow bar - although we don't know what that cost is? Second question was I right to expect a full refund if they couldn't fit for the price quoted? Not sure there is anything I can do just very cross at losing £100.

unholyangel

If it was contracted at a distance then they need to give you the total price. If the total price cannot be reasonably calculated in advance they need to tell you how it will be calculated.

Any information they give you about the price is to be treated as a term of the contract.

So either the contract (and therefore the price) was agreed and they need to stick to it. Or the contract wasn't agreed and they need to return all monies paid.

They can't have a contract thats only binding on you while allowing them to vary it.

ETA: Also, they are not supposed to provide the services within the cancellation period (14 days starting day after the contract is entered if they complied with their obligations, up to 1 year & 14 days if they didn't) unless they have obtained your express agreement and informed you that you would be liable for the cost of services provided up until the moment you cancel.

They also need to give you all of this information in a durable medium - and its up to them to prove they complied with their obligations.

forgotmyname

Registered as a camper but built into the chassis of a standard van which is normal.

But the chassis can be different and the body length can be different even on the same chassis.

How did you pay and why did you pay before the job was done? Did the fitter also supply the towbar and electrics? Same company?

BeverleyD_2

Paid by credit card and same company supply and fit