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
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
Poor after sales service
We have been utterly disappointed in the after sales from Kratzman. Avan, 3 days old, door latch broke, Kratzman suggested, purchase a new one on line, as he wasn’t sure, what actually was broken. DUH. This was the 3rd problem, one a day; at this rate??? Made a phone call to Avan Loganholme, to find [name removed], very intuitive and he had the latch in stock, a quick trip to Loganholme, for a pickup, also I was gifted with a spare tyre cover, which when I inquired about one from Kratzman, was told “Don’t supply“.
Guess where we will be getting our Avan serviced?
- Verified customer
Wow what a dreadful experience!!!
If I wrote down all the problems we have had with workmanship and customer service from Kratzmann this product review would be the size of the Harry Potter series of books.
But the most disturbing part is the condescending laughing at you whist you trying to explain what is the matter with your van after their failures to correctly fix problems.
This product review is to reflect our personal experience and highlight the heartbreak, frustration and humiliation that we have endured whist having our pride and joy service and repaired from Kratzmann Caravans.
OMG the worst, we went to find a good used van? NO! over $60.000 cash later we have got a poorly manufactured caravan with many major defects the external roof is all buckled including the front of the caravan as well and has only been used twice in the first 3 months from purchased, and parked covered and not used at all from traveling only 10 klm down the highway for her 1st service last march. Outcome "quote :As for collecting the van from your premises, this is not something we can do as we do not have the facilities or staff available". L...ooks like a matter for higher powers?? ya think. if NOT satisfied with any further communication/outcomes we will be calling Accc, local ombudsman, member of Parliament. and possible a solicitor. Retrieve costs. Wanted to stop payment when at change over the ceiling had a hole in it?? We would NOT!! Recommend this company.. Get it right KRATZMANN CARAVANS and do the right thing.
An extreme disappointment. Like most customers once they have your money your nobody
We received a call to say they had lost our Van and could we come in at 1pm instead of 8am, it sounded like a reasonable request until we found that we had to spend 3 hours redoing all the paper work and waiting for the Van to be completed.
We requested the registration number to forward to the insurance company before taking it home and they gave us there an incorrect one, not just for the insurance company but for the warranty of the internal and external protection on the Van
We were told that one of the exterior lights wasn't working, bu...
Kratzmann don’t buy beware
Don’t buy a van from this company, no customer service no after sales no nothing they take your money with a smile and told us I am going on holidays now can you leave now /the list of work not done on the van would take to long to put on here. This company are worst than used car salesmen warning don’t buy from crap man. One star i really wanted to give a half star.
Dont buy from Kratzmann Caravans
Big mistake not reading reviews before committing to purchase. The salesman was good until he got the "deal". Wasn't there for signing of contract so we had another salesman who wasn't happy about doing someone else's sale. Changed settlement date 3 times even though we had a specific date on contract. When we picked it up there was no "Jack" 6 days later still haven't got it. Now there is a electronic problem we haven't even gone anywhere.
Worst customer service ever
Customer service almost non existent. And they don't seem to care either. The excuses have been poor or just carelessly given and show no concern for customers who have spent large sums of money....
Parts missing, television doesn't work and I am still pushing to get them after weeks of emails and calls. I've been told by one staff member that Kratzmann did pretty well given they didn't have much time to have it ready...so that makes it ok to hand over a caravan that isn't ready?? And we have been made to feel at fault because of a Saturday ha...
Unfortunately our experience with kratzman has a similar pattern to other reviewers. Phone calls, emails and more promises to be in touch never result in any action. I think their aim is to wear you out so you don't bother them with any after sales questions or warranty issues. We took our warranty issues to the manufacturer and dealt directly resulting in great service. Kratzman could rebrand as crapman. Frontline staff were incapable of dealing with basic questions. Promises to urgently ring manufacturer meant they took 7 days before they sen...t an email for a part despite being advised were hearding outback in 2 weeks, then 4 days later still no update call to us. Recommendation is to buy elsewhere as they're only interested in making the sale. Worst service I've experienced in Australia ever.
Disappointing, and make sure you confirm everything in writing.
Our experience reflected a culture similar to that which give used car sales people an adverse reputation. Basically the sales pitch is rosey and persuasive, yet when issues are raised after entering a purchase contract, such as the necessary modifications to the tow vehicle, then no apology or flexibility is encountered. Don't be fooled by the sale pitch. If you buy, double check all important info with an independent source before making any commitment to these people. The helpful people on staff are not authorised to deal with sales issues, so buyer beware !
Customer Service? Explain the concept!
Bought our new Jurgen van which was supposed to have 2 deep cycle batteries according to the manufacturers rep that sold the van to us. Noticed that battery usage seemed unusually high after our first trip and investigated. Well low and behold only 1 battery. The best offer I could get from Kratzmann was an additional one at "cost". I could buy better quality with greater warranty and at a lower cost elsewhere.
I had another question last Friday (just need to know what the expected flow rate would be when connected to mains water) so rang Krat...
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