Letter to Mr. Leslie Hurst at Siblu
From: David Juster
Date: 27/02/2007 23:59:37
To: leslie.hurst@siblu.com
Subject: Fw: La Carabasse
 

I would like to introduce myself.
My name is David Juster.  I run the Website for the Owners Group at la Carabasse.
I have tried desperately to be positive in the subject matter that appears on the web pages, for everyone's benefit.  We know the site is monitored by Siblu staff, as Tom proved last year.
 
Don't get me wrong, we enjoy the la Carabasse Parc, but along with others, haven't had a lot of satisfaction in purchasing the mobile.
It would appear that most of the UK owners are very disillusioned with the current situation.
Owners group have received back answers sent out other members of Siblu staff but nothing substantial in anyway.  In the past we have volunteered to work with Siblu decisions but now we have little or no communication and it is fast becoming a major problem.
 
Every year these owners spend a great deal of their hard earned money to attempt to enjoy the Parc and surroundings.  By a great deal, I mean far in excess of a cheap package holiday. Owners have been known to spend more time & money on their plots on LC than their own gardens at home. 

Most who do let their mobile homes via Siblu, have had problems with losses and damage etc.   I personal will not, purely because I will not leave a key, for unknown people to use it as their own home, during the winter months.

 

We have also heard many rumours and allegations regarding the Parc recently but have made a choice to play these down. Nevertheless it would appear that not all is 100% there in the S.France.


Optimistic owners were promised by this week we would have some encouraging news regarding the opening times but alas it appears we are now subject to "no news". 


Perhaps I can ask you to kindly answer some simple questions for the benefit of all owners (as it seems we have taken on board various French people recently)

  1. As I understand it, Siblu are encouraging people leave the Parc, so more revenue to Siblu.  (I cannot believe this is true but your comments please)
  2. Why are new owners still being sold the idea that the site stays open 10 months of the year?  (I can give you examples if needed)
  3. When are we likely to able to enter the Parc? (disregarding any gas bottle, sheds details and other queries)
  4. Is this an ongoing subject for next year or will we have the same problem annually?
  5. Why is there no security whatsoever at the moment.   Maybe you are not aware of this?
  6. If any of owners have been broken into, will you be involved this time or do we have to put up with a shrug of shoulders.  (we have had our mobile used by persons unknown, each year since date of purchase)
  7. If it appears the person/s breaking in, is actually known to la Carabasse staff, will it be dealt with?
  8. Will the Atoll bar be run by someone reliable?
  9. Will the Atoll be open for owners, when most evenings in certain months of the year, it is been reserved for special people only?
  10. We, as the UK and French owners, require a meeting to discuss the current and future problems.

This letter and the website could be changed to more positive subjects, if Siblu were more communicative. 

Lets hope you will not only support owners in the current times but also in the future.

 

*The meeting would be with either yourself or a head office representative/s and whoever is currently Head and/or Assistant Manager at La Carabasse.

 

Hoping for a speedy reply. 

David Juster 

PS. Is it possible this year, to have someone send me a list of events to be posted on the website, please?

 

  
 

 
 
 
    
  Reply from Mr.Leslie Hurst
From: Leslie Hurst
Date: 03/03/2007 08:59:26
To: David JusterCc: Ian Smith
Subject: RE: Easter break
  
  Dear Mr Juster

Apologies for the silence which was down to my being away and unable to respond at the first opportunity last night because we had a technology failure at our UK office!

Thanks for the introduction and your observations.

As you may expect I have to refer this to others who have a better grip on the detail and have therefore asked Ian Smith, our COO, to ensure you get a full response. 

I would like to comment on one point though concerning the "conspiracy theory" which has been raised by one or two other owners as well. Whilst it is certainly the case that we have a demand for pitches at La Carabasse which exceeds supply it is not the case that we would allow our hard won reputation for honesty and integrity to be compromised in any way. 

On the open/close dates we are dealing with a situation which we believed, with good reason, had been resolved last year. We have 25 years of experience of tackling problems such as this and it is all now being deployed to endeavour to get the situation resolved in a satisfactory manner and - nothwithstanding the latest hiccup - we continue to believe it will be.  I would like nothing more than to be able to give you a firm date for the resolution but we are in the hands of local authorities. 

We are endeavouring to maintain open and clear communication with owners on this subject but given your comments I have asked Ian to look again at how we are doing this. I hope to have the opportunity of meeting you in person next time we are both at La Carabasse. 
Regards Leslie Hurst

 

  
 

 
       
  My reply to Mr. Leslie Hurst at Siblu
From: David Juster
Date: 03/03/2007 15:13:29
To: Leslie Hurst
Subject: RE: Easter break
  

Leslie Hurst

Thank you for your mail.  I appreciate that it may not always be convenient to reply and that you could spare the time.

I will repeat myself when I say, I and many others believe that there is a definitely a lack of communication at such an important time.

 

If we are not informed of the situation, then owners will become annoyed and maybe get “the wrong end of the stick”. We are people from many walks of life and with the investments we have made, deserve to be treated with a lot more respect than we have in the past.

 

The intention is to change this attitude and if Siblu are not there for support then so be it.  We would rather this was changed obviously.

 

One question that I asked you, that I believe will probably be a bone of contention if not sorted now is:-

 

If any of owners have been broken into, will you be involved this time?

(we have had our mobile used by persons unknown, each year during the winter months since, date of purchase)

 

If there are just a handful of these break-ins then perhaps this is not a huge problem but if it is a repeat of last years then you personally, will be responsible for any action that is to be taken.  I apologise, if you consider this a little strong but a shrug of the shoulders from your staff, is not nearly enough.

 

Also in your letter you speak of “25 years of experience of tackling problems” then why the cover up last year, over the time when you were informed of the date change.  Surely a company with that experience should be suitable qualified to informing their clients of any change.  Something that the group will not let be repeated 2007/08, be assured.

 

As for meeting up with us, then both Julie and myself will be looking forward to that time.

You are more than welcome in visiting us at the mobile home at la Carabasse and sharing a bottle or two of a good local wine.

all the best David Juster

 
Answer

I am a little confused by this mail since I replied to your earlier ones first thing Saturday morning which was the earliest opportunity I had after talking to Ian Smith.

I am back on my travels but happy to send a copy when I am back at my desk on Wednesday evening. In the meantime I have also seen replies from ian to you and hope you have received those? Regards   Leslie Hurst
     
 

 
     
  Dear Mr Juster
Many thanks for your recent note sent to Leslie Hurst.
From: Ian Smith
Date 05/03/2007 10:31:43
Cc: Leslie Hurst
Subject: FW: La Carabasse
  
  I understand and share your frustration with the current situation regarding the opening dates – we continue to work hard to get this sorted out as soon as possible, and find ourselves confronted with something of a moving target and having to measure conflicting information from different local authorities – not an ideal environment in which to provide coherent and meaningful information for our clients! However, we take your point on the lack of any news during extended periods. I am therefore putting into place a more regular update schedule for our Owners web site. This will mean we may simply report there is nothing to report but we will at least tell you that rather than continue to fall in to the trap of wanting to wait until we do have definitive news.
In response to the various points raised:

1. As I understand it, Siblu are encouraging people leave the Parc, so more revenue to Siblu. (I cannot believe this is true but your comments please)

<< Our aim, of course, is to ensure Owners can enjoy as much as possible the ownership of their mobile home at La Carabasse. In the event that an Owner decides to leave the park, we will naturally try and make this operation as easy as possible for the owner as part of our general commitment to providing good service.

2. Why are new owners still being sold the idea that the site stays open 10 months of the year? (I can give you examples if needed)

<< We explain to new owners what we believe to be the current situation, I.e. The current pitch contract is established on the basis of opening dates of 15/4 – 15/9, and we remain optimistic that these dates will be extended in due course to bring La Carabasse into line with other parks in the commune.

3. When are we likely to able to enter the Parc? (disregarding any gas bottle, sheds details and other queries).

<< The current opening date is 15th April 2007. Owners can visit their mobile home outside the opening dates but cannot remain onsite overnight. We are working to get the opening date brought forward but cannot guarantee this at present.

4. Is this an ongoing subject for next year or will we have the same problem annually?

<< Our purpose is to get a formal change in the opening period which will apply in future years.

5. Why is there no security whatsoever at the moment. Maybe you are not aware of this?

<< There is security on the park and the level will be further increased as the work in this area undertaken this winter is completed.

6. If any of owners have been broken into, will you be involved this time or do we have to put up with a shrug of shoulders. (we have had our mobile used by persons unknown, each year since date of purchase) .

<< We have always provided help and support to owners in event of problems being encountered.

7. If it appears the person/S breaking in, is actually known to la Carabasse staff, will it be dealt with?
<< Of course!

8. Will the Atoll bar be run by someone reliable?
<< Yes, as in previous seasons – we’re currently selecting a new manager to follow Patrick who has moved to one of our new parks.

9.Will the Atoll be open for owners, when most evenings in certain months of the year, it is been reserved for special people only?

<< Not sure what you are referring to here - The bar is open to Owners for the vast majority of the opening period and one of the improvements we’re making to the park this winter is to cover the terrace to give more people the chance to enjoy this facility.

10. We, as the UK and French owners, require a meeting to discuss the current and future problems.

<< The General Manager and the Assistant Manager of La Carabasse are the best people for Owners to discuss any issues they may want to raise. The new GM, Michel Sixdeniers, will be available to meet owners as soon as he has arrived. Michel is an experienced park GM who has work in our team for many years. In the meantime, Julien Pinon, Asst. Manager, is available and I am happy to come down for an Owners’ “clinic” once the park is open if that would be helpful but can only meet people on an individual basis reflecting the nature of our relationship with Owners and the differing circumstances they have.

I hope I have been able to fully answer you questions. As in previous years, the park can provide you with information regarding events for Owners.

With best regards
Ian Smith Siblu

 

  
 

 

 

Question and Answers for your Siblu answers.   Please reply as soon as possible.  Thank you
From: David Juster
Date: 05/03/2007 15:23:49
To: Ian Smith
Subject: Re: FW: La Carabasse
  1. Why are we receiving mail to move to other Parcs.?
  2. There are several Owners that are new to la Carabasse who have verbally been told the Parc is open for 10 months of the year.
  3. No nearer changing the dates then?
  4. Accepted and noted for the future.
  5. There is no security.  When was this last checked by head office?
  6. We had no support when broken into.  As we stated then and now persons unknown have been using our mobile each year and we are not alone.  As an example our saucepans were used and not cleaned and heavily marked. Why did Siblu replace these without an argument? Are we then allowed burglar alarms on the mobiles then? Alternatively what is in place security wise for owners?
  7. Break-ins! What has been done about them?
  8. (To be added to at a later date)
  9. I would like reassurance that the Atoll will be open to owners and not just special people, as with the previous Parc manager.  (Personally it hasn't affected myself as I have only (evening wise),  used it only a few times. If you require any more information regarding this one then I will provide it)
  10. The owners group require a meeting with Siblu Head office representatives as soon as possible.

 
     
 
  1. Why are we receiving mail to move to other Parcs.?[IS]  Not sure what referring to – please send a copy of such a letter.
  2. There are several Owners that are new to la Carabasse who have verbally been told the Parc is open for 10 months of the year.[IS]  please see previous answer.
  3. No nearer changing the dates then?[IS]  ditto
  4. Accepted and noted for the future.
  5. There is no security.  When was this last checked by head office?[IS]  beg to differ on this point – we have a security firm employed at night and other measures are also in place.
  6. We had no support when broken into.  As we stated then and now persons unknown have been using our mobile each year and we are not alone.  As an example our saucepans were used and not cleaned and heavily marked.  Why did Siblu replace these without an argument?[IS]  gesture of goodwill Are we then allowed burglar alarms on the mobiles then? [IS] this should be possible for all owners shortly Alternatively what is in place security wise for owners?
  7. Break-ins! What has been done about them?[IS]  the number has been significantly reduced this winter which indicates increased security measures are having good effect.
  8. (To be added to at a later date)
  9. I would like reassurance that the Atoll will be open to owners and not just special people, as with the previous Parc manager.  (Personally it hasn't affected myself as I have only (evening wise),  used it only a few times. If you require any more information regarding this one then I will provide it)[IS]  Please provide further details.
  10. The owners group require a meeting with Siblu Head office representatives as soon as possible[IS]  please refer to previous answer.

                Best regards  Ian Smith

  
 

 
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