Some very good friends of mine had a very bad experience and still are, from Kratzmann Caravan's in Burpengary. They still have not heard anything to resolve this matter. Lets all share their story and try and help them out, this is their letter.
20th November 2018
ATT: CEO Kratzmans Caravans
I would like a response from the CEO of this Company:
We purchased 12 months ago a Franklin Arrow Caravan. At the time of purchase it was agreed we would receive Paint Protection in return to keeping it there for the Brisbane Show also we were to have the extended 5 year warranty. We were to pick the van up after the show finished. After the Brisbane Show had finished we enquired about the paint protection and was advised by Greg at the time that it had NOT been done. We were to pick the van up the next day. The Paint Protection was never done as there was silicone still all over the van which would have been removed prior. No sticker was placed inside the van as per the requirement. We asked about it at the time and were told it had been done. We wanted the paper work to confirm it had. It was quite a long time after it was sent. It was sent to us even though it was NOT done.
Your after sales service is abhorrent, we were treated at the time like second class citizens. We were not given a full run through with the Van it was a quick 10 minute run through. We were told at the time of purchase there was an outside aerial point for our Vast Satellite TV, this was also not done.
When we arrived to book our Van in for the warranty, Brooke from service spoke to me like I was an idiot and didn't know what I was talking about. Brooke also in the middle of serving me served a gentleman behind me. I could not believe what was happening. If this is the protocol that is taught by management then there is a major problem afloat. My partner asked for a copy of what was going to be done at service, Brooke refused to give us a copy, that's not what they do!!
I contacted you guys to let you know I would be picking the Caravan up on the 17th November. upon arrival the Van was not able to be moved due to 2 Caravans in the way. I had to ask for them to be moved. Why wasn't the Van in a position to be moved.
The Caravan was not locked, apparently service does not lock them up, somebody has to.
The bottom door latch was actually worse than when it went in there, it is still a problem.
The stove strip/rubber on the front cover was not fixed the back of the cover is extremely sharp and dangerous, we have both had our hands ripped open from this, these items were not even written down.
The battery does not hold it's charge when free camping, after 1 day there is nothing. Also fobbed off and suggested we read the manual, we have an inverter and diesel heater in the Van that is run off a completely different battery. There is no interference with the original battery which obviously has a problem.
The window blinds have always been hard to slide up and down and some fall back down and don't shut properly, I went in to check them and straight away the window over the table did not close properly and they are still hard to open.
The Caravan was in a filthy disgusting state, the roof especially was caked in debris from the trees, It needs to be detailed (by your cost) as I could not remove it, another fact the paint protection was not done. If it had it would have been easy to remove.
I went back inside to get the guys to have a look at the blinds and also talked about the paint protection and showed them the silicone still all over the Caravan, they agreed the silicone would have been removed prior to paint protection.
As we live more than 300km's away we will not be bringing it back to you to get sorted, we expect you to contact somebody here in Bundaberg to sort all these problems out. We expect a speedy response from you in regards to this letter.
I had left a couple of things out of this letter, let me address them now, we also mentioned the washing machine was getting very noisy, and asked for a copy of the work carried out to be emailed to me, I was assured it would be sent. It was not.