The Worst Experience Ever!!
Purchased a Goldstream in Oct 2020 after having the sales guy Jason walk off on me twice- but I was desperate so had to buy from them. At handover Ken told us things about the van which were incorrect so obviously doesn’t know the product. Now Lyn in service doesn’t contact me to let me know what’s going on with warranty claims and when I ask what’s going on gets defensive saying I’ve been told they will contact me when they have the parts (which no one did). 6 months in and the van still isn’t fixed.
Aircon not cooling below 30degrees in hot ...
These guys gave me the run around and heavy sales pitch. They emailed me the different package prices for Goldstream camper trailers. Then within a few weeks of negotiation they said the price had gone up close to 10% and I had to buy the camper by 2:00pm the next day if I wanted the price they gave me for the top version of the Goldstream camper. We couldn't do a deal because, they said, Goldstream would no longer agree to some changes Kratzmann had previously priced. I started to discuss the lower specified package, but Kratzmann just said sorry, we go the price wrong. Hopeless / waste of my time.
We ordered a Daintree Motorhome from Kratzmann Burpengary Brisbane on the 30/06/2020 for delivery in February 2021. December 2020 we were told that our motorhome had arrived at Kratzmann, however we were advised that somebody had forgot to upload the extras we ordered and if we wanted the extras we would have to wait to June 2021. In February, I contacted Kratzmann and was advised that “our motorhome would not be built to August 2021 and they did not have time to send updates”.
When I tried to discuss with Kratzmann and Apollo and negotiate...a better outcome, nobody was interested. The motorhome was for our retirement travelling and the experience left us feeling extremely disappointed with no faith in this company. We cancelled the order and will never deal with this business again.
our new WINDSOR GENESIS
We had hand over for our new caravan on 25th of February 2021 our hand over man was KEN what a wonderful job he did this is our 6th caravan over the years. Ken was through & polite we enjoyed our experience
Our salesman Brenton also did a good job, so now Apollo have taken over I hope they build on this & become a great team to deal with
Attention to detail / professional finish / care factor = non-existent
You get this - you get get that - nope
3 years roadside assistance - nope - starts from actual delivery date of vehicle to K then they take time to build.
No responce from parts department
Called parts 5 times over 3 days and no responce just put on hold then sent to a message service. This happend every time i have tried to contact them.
Service and Warranty claims department handled a complicated manufacturer’s warranty claim with a high level of professionalism. Big shout out to Lyn from customer service for following through with a warranty claim for my 2016 Franklin.
BE WARNED - Don't go there for service if you didn't buy from them
I cannot believe Kratzmann Caravans, absolutely unbelievable and my next step is the office of fair trading.
Totally flabbergasted ! Because I didn't purchase my new motorhome from them they are refusing to do any service for me.
[name removed] who is apparently the head of sales is so annoyed that I didn't purchase my new $175,000 motorhome from him that he is refusing to do any service and installation of new equipment.
Absolutely unbelievable and it was probably a very wise choice not to purchase from Kratzmann Caravans in the first pl...ace because like now I am getting absolutely zero service which seems to be similar to many of the comments here. Be very aware when you are dealing with Kratzmann Caravans that you are dealing with a business with no moral standards, no business standards, no ethical standards and absolutely no customer service values to not support a product that they are a dealer for but not purchased from them. Be very aware and stay away
We’ve recently purchased a new Franklin Arrow caravan from Kratzmann Caravans. The entire experience was extremely positive, many thanks to Jason Gorman, Graeme and Ken too for a brilliant handover!
Congratulations to Lyn Dillion for a Job well done as Customer Service Manager.
Congratulations to Lyn Dillion for a Job well done as Customer Service Manager. I was kept informed of progress of the Warranty Repairs to my Newlands Caravan. The repairs to water damaged panels was done to a professional standard and I am completely satisfied with the results. Steve
AFTER SALES SERVICE
We purchased an Avan Ovation Motorhome and have trouble with our electric bed. We have been dealing with Lyn Dillon from service and have to say she has been excellent. Chases up the parts needed and calls you back. Kratzmann are lucky to have her on their staff.
The reviewer stated that an incentive was offered for this review
The worst pre delivery service .
The pre delivery checks wasn’t carried out to the standards we expect.Otherwise the wiring fault behind the panels to the hot water system would’ve been rectified. The work carried out by Kratzmann sub contractors is awful. I feel sorry for the service staff, they’re the ones who have to deal with our complaints, all because of very poor after sales service allowed by senior management.
Worst service of my life
In 72 years, I have never known worse customer service at a reputable company. As soon as we picked up our new motorhome, various faults started to appear. When the bed collapsed, the motorhome was virtually unusable. I spent three weeks trying unsuccessfully to get Kratzmann to fix it under warranty. In the end, I left the motorhome in their driveway and walked away. They did fix the faults, except the bed collapsed again. They said to take the motorhome in for a 6 month service. I did and they charged me $290 to do very little. When I...queried this, they said that it had been very difficult to check the water heater anode. Trouble is, there is no anode on our model. When we got home, we found that they had taken our most often used drawer and replaced it with one with damaged trim. It was too big, so they rammed it in so it could not be opened. I politely asked the manager to look into these issues, but he would not answer my emails. I did get the drawer replaced, but they took it out of another suckers motorhome.
Warranty, and Delivery
Buying the vehicle and hand over excellent, very professional
On delivery of our Motor home the fresh water key was broken they tried to get just a key , could not get one Eddie booked me in for a new lock and key with hesitation, this was good service
Have also the fresh water connection leaking this is covered under the 30 day delivery warranty
Preparation of the vehicle for delivery could not fault
Handover: Jackson was excellent
Warranty, Eddie can not fault
Kratzmann Caravans Appalling
If you want to buy a Franklin Caravan don't go to Kratzmann in Burgenbury near Brisbane. Go direct to Concept in Melbourne or another agency. The service is absolutely appalling. Very disappointed with them.
Crap service never completed repairs
Do not back up products sold.
Do not complete warranty items even after having my van for 4 weeks.
Gave them a list to repair and they completed halfof one repair. No service
Avoid for Van Service
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.
DO NOT BUY A CARAVAN FROM KRATZMANS
I don't know how Kratzmans stay in business. We have travelled around Australia and nobody likes them. Everyone says the same thing, "once you buy a caravan from them, that is it. You will not get any after sales service. They continually fob you off over the phone." They are not interested in you once the caravan leaves their yard. My strongest recommendation (on behalf of all caravaners) is, DO NOT BUY A CARAVAN FROM KRATZMANS.
We would not recommend Kratzmann Caravans Burpengary at all. We ordered a brand new caravan in October. Upon organising an independent pre-handover inspection in February, our inspector found a small puncture hole in the aluminium cladding on the rear of the caravan. The “Technical Manager” we were dealing with, (whom I won’t name) had no explanation for this damage, and insisted that their “fix” for the damage was to “sikaflex the hole and place a reflector over it to cover it”. He even offered to put a reflector on the other side to “even it ...up”. Of course, this went down like a lead balloon and resulted in two weeks of back and forth emails arguing over how the van would be repaired. The end result was that they got their way with the sikaflex and refused to give any monetary discount for the damage caused or to do anything else to try and keep us happy. We did ask for a free caravan cover and greywater hose as compensation, and even that was a back and forth arguement which they eventually agreed to the day before handover. On handover day, we were greeted with more damage to our caravan. A scratch on the side of the caravan, right down to the metal. Again, no explanation. While they did agree to fix this damage (when we were due to come back for our first service in 6 months time), it was most likely only because we were holding the cheque to pay for the caravan. In hindsight, we should have walked away, but thankfully Mother Nature prevailed 3 weeks later. We were caught in a hailstorm on our first camping trip and our brand new caravan was badly damaged and was written off. Thankfully, this means we no longer have to deal with Kratzmann’s again. We will be taking our money elsewhere for our new van. If you expect great customer service, and any problems to be promptly resolved (let’s face it-accidents do happen-but it’s how they are dealt with that makes the difference!) then do yourself a favour and take your money somewhere else because you won’t find these qualities at Kratzmann Caravans Burpengary.
Absolutely the worst customer service.
Rang to order part for my Goldstream. Told to send request via email. Almost 1 month now with no follow up email to let me know whats happening.I have also sent follow up email as well with no response.When I did call the just told me that they would let me know when their supplier got back to them. They have no idea about customer service in their parts department. Would not recommend this company to get parts from
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