I'm not usually very fond of sales people as a rule as they often lack authenticity. However, our Sales Person Aiden was fabulous from the minute we met him, taking us through the purchase with ease and without any of the malarkey so often experienced when buying a vehicle. Can't comment on service dept yet as have only just reported a couple of minor issues, which I'm confident will be handled just as effectively, but we absolutely love our mini-motorhome...the best decision we ever made!
We first visited your business on Friday 27.12.2018 and paid a deposit of $5000.00 to secure the purchase of a used caravan.
Upon inspecting this caravan with the salesman on the above date – he assured us there was ‘solar’ and this was as advertised on their website. We have since discovered there is no ‘solar’. At handover time we were advised that there is no ‘solar’.
We noticed the state of the fridge and the lack of overall cleanliness and other issues and on enquiring, the salesman once again ensured us the caravan would be completely detailed prior to the delivery date.
Settlement was made on Monday 7th January 2019 as per the confirmation phone call we received from the salesman.
We had arranged to take delivery of the caravan on Friday 11th January 2019.
When we went through the handover orientation with the staff member we were not totally impressed as per the following:
1 He kept re-telling his experiences & rushed through the orientation procedure.
2 We noted that there was no jack for the caravan wheels. This was later provided during the handover.
3 The Hot water element kept tripping the safety switch and a new element was replaced. – We were informed that all electrical components would be tested thoroughly prior to delivery. The auto electrician stated that this element must have faulted during transit. This van was in their yard for at least 2 weeks prior to the pick up day when we first sighted it.
4 The 2 way external main door was missing a latch and after some time the handover consultant could not repair this. We had to repair this ourselves the next day.
5 We were informed that we could check the general battery level from inside the front boot of the van by looking at a panel he pointed out to us. This was in fact the Brake Away system.
6 He ensured us the detailing had been completed. Asked what had happened to the freezer shelf in the fridge – he stated this was a small freezer so would not require one.
7 Parts are missing in the oven – Baking dish – Baking Dish insert - Oven racks – Grill handle for the griller tray.
8 Not informed as to the chemicals required for the operation of toilet.
As detailing was not completed as we were told would be done – we have spent 3 days cleaning the van and are only ½ way there. It took 1 hour to clean the fridge alone. All the vents & screens were filthy. The cupboards had not been cleaned. The vanity sink was filthy & stained around the plug outlet. All hanging curtains were filthy. All mirrors have not been cleaned.
We are extremely disappointed in Kratzmann's sales service and think that once they were in receipt of all monies we were no longer important to their business.
As newbie’s to caravan ownership, which was pointed out to both the salesman and the handover consultant, these items may appear trivial but to us this is disappointing.
The process of delivery took longer than we expected and unfortunately there was a problem with The gas compartment door ,not been able to open,it was supposed to be fixed before we left,so the only disappointment was we had to take it all the way back to your dealership,which took an hour there and an hour back, The whole process took about three hours out of our day.
We do sympathise with you driving 4 hours to our parts store. Unfortunately, your question to our team was "do you have bungee cords in stock" to which our answer was yes as we do in fact have these parts that are frequently purchased. What was not known in that you were talking about a cord specific to an Avan roof system as it was not mentioned in your conversation. This is a part that can be ordered online direct from Avan or you could decide to use general bungee cord so long as it is cut to length for this purpose if you needed something quicker. We sincerely apologise that we didn't have a part in stock to suit your needs.
The Kratzmann Team