Avoid for Van Service
by Warick F. on 1 May 2019
I took our Caravan in for 12mth service. Had warranty concerns Kratzmann had Van for 3 mths. (Insurance work also) told Eddie had issue with Battery Charger and Microwave they could not find fault and he refused to leave van on to 240v before I picked up the van to see what was happening. As soon as I got home connected Van to power and the fault appears within 6hrs. Sent off video to Show problem and will be replaced and installed by Advenure Caravans Slacks Creek. Please look at other service providers not worth the hassle.
We recently took delivery of our new caravan. It is the second new caravan we have purchased from Kratzmann Caravans in the last 3 years. Like all new vans, it had some 'teething' problems that needed to be addressed. I would like to compliment the response of Kratzmann Caravans and in particular, Eddy, a member of the service team. His client service standards were excellent. He was professional in his approach and had a good understanding of what was needed. I am an older male who is not easily impressed but he impressed me. I would also like to compliment Jason from the sales team. This is the second van he has sold us and attended to our needs with the usual high personal and professional standard. Both young men are good ambassadors for the organisation. I would recommend Kratzmann Caravans to prospective buyers.
l haven't completed any of the star experiences mainly because I needed to explain why I was unable to rate Kratzmanns. We bought our caravan 2 years ago and were told it would be waiting for us to pick it up. We arrived very excited and the salesman( who shall remain anonymous) began looking for it and discovered it still down the back and certainly hadn't had it's pre delivery clean done. Needless to say we were disappointed. We had a couple of minor issues with things like not be able to unlock the door from the inside on our first night away and having to climb out a window. Another job that was supposed to be fixed there was not being able to separate the doors easily from each other. Something else we fixed ourselves. Then the major issue of leaking hatches. Thankfully along came Sarah Lawrence and I can only image how different my attitude to Kratzmanns would be if we had been dealing with her from day one. Between Sarah and Chris in the workshop they have fixed a problem which took two visits too many to fix. I do hope Sarah gets to read this as her customer service was first class and if I can keep dealing with her maybe I'll be able to rate Kratzmanns one day.
We bought a new van last April. A Franklin Arrow and added another $17k in accessories etc. on purchase. The first use of the van seemed OK, however from there it's been pretty dismal.
We noticed a lot of bugs in the van of a night time and after checking the fibre door seal found it was nowhere near to meeting the door frame and the bugs just came through. The 3 tanks gauges were not working from new, and the 2 x 95 litre waters tanks would fill to no more than a combined 160 litres. We had trouble with both the Truma heater controls and the Truma hot water service constantly had to be reset. Two of the wheel hub centres blew off before we even got the van home. There were a couple of other issues
We took the van back for it's first service at 6 months and provided them a list of all the issues
The door seal was fixed and then it took them 5 weeks to organise for the tank gauges to be replaced (not encouraging on a new van!). They claimed to have fixed the water tank problem but measuring the inflow and outflow with 2 different gauges still show only 160 litres. The heater and the hot water service as still playing up
Our first trip away after the service and we couldn't roll out the awning because the lever was missing and yet the awning was rolled up and the van simply parked at home before it went to Kratzmanns. I also discovered water running from the kitchen side of the van under the exterior moulding and upon investigation found the outlet from the kitchen sink had been broken and repaired with cheap silicone. It simply fell apart when I tried to tighten it
Back to Kratzmanns with all the issues. Their response - we're a bit busy with the show at the moment so you'll have to wait a few weeks (in other words as a customer, bad luck). The van is still under the initial warranty however I was told I will probably have to claim all the issues under my insurance! I have contacted the insurance company and made them aware of the issues.
Today I went back to Kratzmanns to try and book it in for repairs, No one available to help as he was on lunch. Then got asked how do I know the tanks are 95 litres, well apart from the invoice from Kratzmanns and the blurb from Franklin plus getting under the van and taking photos of the tank stamps, I pretty sure I'm right
The bloke there today took all my details and said I would be contacted about booking it in, so far no contact
I don't believe their warranty is worth the trouble of being stuffed around. There are 2 repairers close by who could do the job in the next week so I'm considering dumping Kratzmanns altogether and taking my chances
Overall I would never recommend purchasing a van from this mob, they're all over you and your best mate when you're purchasing, but after you have paid you are on your own
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.
Did not fix part of the problem and did not seem to understand the problem!
I told them the exterior tv aerial socket was not working properly when I attached the outside antenna. I also said when I put the antenna into the outside socket it did not seem to fit snuggly and that may be the issue.
When I've gone to pick up camper guy said I should only use an outside antenna in the socket and not the inside TV aerial!!! I know that!!!! :rolling_eyes::rolling_eyes:
So... on the invoice they have "check is ok. External tv connection is for an antenna only if tv is connected externally, then antenna must be fitted internally for reception."
Aaarrgghhh...this is what we do and it is not working!!!
December 14th 2018
Firstly the length of time we waited to get a new table put in was 2 months.
We had to bring the van back twice to get hot water fixed we were told twice it was a faulty valve.
The lock on the door was to be fixed, and wasn’t we had to get a lock Smith in to fix it so we could close the door.For the money we paid for this van
We would have expected none of those problems at all.
Kratzmann what to say spend $30,000 cash on a 2nd hand van and were told before pick up that it would be given proper check to make sure all is well , my husband goes to pick it up and notices an awning arm broken before we have even paid for it , should have known then they fixed the arm , we then were told we had a one month warranty ( you get more on a used car) but nevertheless we decided to have our own van repair man check it out and he found a multitude of problems including a roof leak and toilet leak and a bracket broken Leaving an important part of The hot water system being knocked around so we take it back .. they couldn’t fit it in for a month which is fine we get it back and there is bubbling on the front of the van so I take pictures and send them to them to be told that they feel they have done enough GOOD WILL repairs and this is a NATURAL OCCURRENCE really Kratzmann ... good will (under warranty) which should have been picked up before we even purchased .i have done some research and it looks like delaminating which happens with damp dosent suppose a roof leak helps
So we were told by three different people not to purchase from Kratzmann we should have listened .....
We bought our caravan nearly 2 years ago now. We were very disappointed with the after sales service. It was if their over-friendliness during the process of buying our van, disappeared like mist before the sun, once we signed the deal. We had a few smaller issues which were very important to us, first owners of a van, but it was very soon obvious we were just another sale on their books. It was interesting camping next to a person this week, who also bought his van from Kratzman and experienced the exact treatment. We definitely would not trade with Kratzmans in Burpengary again. That’s for sure.