Sunseeker Caravans

Has been a terrible experience, and still no caravan – Buying my first new caravan should have been an exciting experience, but the service I have received from Sunseeker Caravans has been anything but. From the moment we paid our considerable deposit, we have had zero effective communication from them, and what we have received has been a mix of half truths and fabrications. So, I want to write… Read more

down my experience with this company, and would encourage all the MANY people on the forums who have also experienced poor service and huge price increases, to do likewise, with the hope that all the promises of improved communications made my them actually eventuate.

We went to the Gold Coast Caravan Show on 7/3/21 looking for a new caravan. Saw the Marvel Sea Breeze Sport sold by Sunseeker, one of 3 caravan brands they sell, including Marvel, Sunseeker and Vision RV. It was a very nice van, with good online reviews at the time, although the company had only been selling Marvel a couple of years. My friends and I have a lot of caravan experience between us, and spent a lot of time with the sales person, going over the van, and writing information down on the brochure provided about specifications and extras. The two things that were repeatedly emphasised by Sunseeker was that there was a 13 month delivery (April 2022), but it was unlikely to be this long, and definitely was worst case scenario, and that by paying a deposit the price was fixed. Even their brochure spells this out on the second page “Step 4. Pay 10% deposit (balance payable on arrival of your new Marvel, (NO PROGRESS PAYMENTS) to secure your build slot and lock in your price.” We discussed pricing on a lot of options, and was also advised that if we wanted extras, this could be added later at the pricing being advised today, at final colour selection, which occurred prior to build around 3 months before the van was ready for pickup.

Getting home, I decided to proceed, rang them back, and negotiated the price and inclusions. Again, was advised that features not chosen could be added later at the price indicated at the show. I insisted EVERYTHING included was written down on the contract, even though they attempted to assure me that if it wasn’t noted, it would be OK. I’m many things, but I’m not an idiot, and as hindsight has shown, this was a VERY wise move, given what others subsequently experienced. However, I was also repeatedly told the price negotiated was for the show day ONLY, which given it was getting late in the day, gave me little time to make a choice, and if I didn’t sign up right there and then, they would not honour the price discussed, nor all the included extras, which would revert to normal prices the next day.

There was 2 pages to the contract, I made note the terms and conditions on the reverse were the Schedule of Sale extras, which were agreed, signed and returned the contract along with a deposit payable. The contract also stated approx delivery date 7/4/22. However, several days later when I was working through the other attachments to the email, I found a separate page, unsigned and unattached to the contract, that had “Terms and conditions” in small print at the top, no reference to Sunseeker, no place to sign off on agreement, and were simply slipped in with the email attachments about wiring diagrams, paid extras, and other incidental documents. These conditions were ridiculously biased in favour of the seller and, amongst other things, stated they could delay delivery indefinitely, forced you to pay prior to collection, while stating you inspected AT collection (in other words, you couldn’t see the van before you paid for it), and price increases could be made at any time they chose. I state categorically this page was NOT referred to by Sunseeker at any time during purchase discussions and contract signing, and was NOT attached to the contract we signed in any way.

Then on 22/4/21, just over a month after we ordered, we received an email (the only one we ever received) from Sunseeker advising due to long chassis construction delays on their end, delivery delays were expected, adding 4 months to the delivery. They also said they'd been aware of the situation for several weeks, even though nothing had been mentioned when we ordered that any such delays were pending, but they would keep us informed in a few weeks (something that never happened, as they never bothered to contact us again directly until April 2022, 11 months later). I rang them advising this was unacceptable, as I had a trip planned in July 2022, having already factored in a reasonable safety margin on time from the “worst case scenario” April 2022 delivery they advised, but was told if I cancelled the contract, I would forfeit my deposit! I was told to read the Terms and Conditions, which again were NOT attached to the contract, which stated they could effectively delay as long as they chose, and I was held to the contract.

I spoke to Fair Trading, and then obtained legal advice, who advised after perusing the Terms and Conditions stated they could be considered unreasonable clauses where the seller used them unfairly, and that they could possibly be deemed void under overriding law in court. However, she also said they would actually need to have experienced a delay, and I’d have to wait at least a reasonable time after the due date (She said at least a few months) before we could consider it unfair. I also questioned her on 2 other clauses. One regarding them effectively insisting on payment before collection, and was told that did not preclude our right to inspect the van before final payment (something confirmed by Fair Trading), and another clause where they could effectively put the price up at any time before delivery, where she stated they would have to justify these rises to do so. I make specific point to this advice, given what occurred later.

We then did not hear a single thing directly from the seller again until April 2022. Zero communication. However, we joined the community forums for their brands, some run by them, some independent, and began hearing a lot of disturbing reports regarding massive delivery delays, poor workmanship with people having to take the vans back for repairs almost immediately after collection, delayed/unacceptable repairs and, more recently, ridiculous price increases immediately before delivery (and by immediately, I mean within a few weeks of when the vans were ready to collect, after 18+ months wait, and increases in the order of $15-25K or more). When we attended the Gold Coast caravan show, again with my same friends, in April 2022, we had a discussion with their company director, and he admitted outright he was contacting purchasers of the Sunseeker brand of vans, advising there would be large price increases. When we asked him about our brand, Marvel, and whether we’d be getting a price increase, he said since Marvel was a different manufacturer than the Sunseeker range, Marvel wasn’t affected by the same price rises, so we wouldn't expect a price increase, and that the delays were being caught up, so the van should be ready without further delays. This was stated in front of my friends as witnesses.

In Mid April 2022, we received an email advising we were to come in for final colour selection, and to sign off the final pricing. This only gave me a couple of days to sort this out, via email only, to negotiate extra additions, as they refused to allow more than two hours for the sign off process, and said all such discussions needed to be completed by email before the appointment, so that sign off was simply to pick the colours and confirm the final order and price! However, when we began asking about the extras we wanted in the emails, which they promised to supply at the prices quoted at the show originally, all these prices were refused, and instead we were quoted "updated" prices that were double or sometimes triple what was agreed. Disappointed, we declined most, which was fairly stupid on their part as they could have made $4k extra money had they gone ahead even at the original quoted prices, rather than us go after market later. We attended the showroom on the Sunshine coast (again with my same friends) on 21/4/22 where the “Caravan Factory sign off” was undertaken. Everything was spelt out in detail, including all extras, and we were advised that this was THE final price, with any changes from this point incurring a substantial late fee. The contract was edited to reflect these new figures and extras, and signed off with the modified pricing. The contract again referred to “Terms and conditions on the reverse hereof” which were not on the reverse, and not provide by Sunseeker. My friend also asked one of their managers, in the event there was a warranty issue on the van, who was responsible for fixing the warranty issues, and he stated that Sunseeker was not responsible for any warranty matters relating to the vans, and that we’d need to go to the product manufacturer for any issues. We were well aware this is a blatant breach of the Australian Consumer Guarantee (in fact, this was why my friend asked the specific question, to determine what they'd say, as we had heard them state this previously), and that by this time Sunseeker had been investigated by Fair Trading for these same claims made to other purchasers, but made no mention to them we were aware of this, simply keeping it on file if needed later. We also discussed with this manager that I was considering adding an inverter, extra solar panels and lithium batteries, but the prices quoted by them was exorbitant, so we didn’t go with it from them, advising I'd install an inverter myself at a later stage. However, a few days later, it was suggested on the forums I get at least the wiring for the inverter installed, which made sense, and was something the manager failed to even suggest on the day. Again, way too hard for Sunseeker! Not only was the wiring going to be $1000 extra, but we would be charged a “contract modification fee” of an additional $1500. Had the manager bothered to suggest this at sign off, given we spent 20 minutes talking about batteries and inverters and extra solar panels, and he understood my intentions exactly, we could have signed off on it on the day, but no. Too hard basket for Sunseeker apparently, so we will be forced to do this ourselves, at greater difficulty, later.

Then the real fun began. With my van already 3 months behind schedule, buyer after buyer on the forums began advising Sunseeker were, within weeks of delivering their vans, sending them emails advising massive pricing increases. Not little price increases, mind you. We’re talking $12-25K. That’s between 20-30% of the original van pricing. If the buyer refused, Sunseeker cancelled the contract and refunded the deposit, which considering vans had increased in price $20-30K, meant the seller was hugely out of pocket, and this was AFTER the delays that THEY had caused. One Vision RV buyer on their forum reported that after cancelling their van, they saw it being resold by Sunseeker for $50K more than they had purchased it for! Had they delivered MY van as promised in April 22 as originally promised, I would have paid the price agreed as per the final sign off...zero increase apart from the extras we negotiated in April 2022. Even now, in the few weeks prior to writing this article, over 10 buyers on the Marvel uncensored forum have advised they have cancelled, having to purchase elsewhere, with just the Marvel brand, and this is being added to daily. Some of these people were told not only did they have to cancel if they didn’t agree to the huge price increases, but many extras they’d agreed to in the contract were going to be stripped off the vans, and there was still no time frame for delivery! We then discovered the build slots at the factories were being continued, and Sunseeker were selling these buyers cancelled vans to other purchasers, as a “ready to go” option, for significantly more than what the original buyer was paying! This appeared why they were stripping extras, so they could resell them as stock vans. They keep citing the terms and conditions as their ability to do basically anything they like, but many other buyers have also advised they never received copies of these T&C’s at purchase, AND Sunseeker refused to explain or justify the massive increases, just citing COVID problems. While this is going on, they keep taking new orders, and now apparently have 600 in the queue, yet they admitted to one buyer there are over 20 still delayed from orders before 2021! Whenever anyone asked for compensation for the long delays, expenses incurred, or even just to cover all the extras they'd purchased for their vans independently before they were cancelled, then Sunseeker refused to comment.

A lot of other questionable practices were reported. People were being told their vans were close to delivery, yet the vans weren’t even built. One guy even reported he was told to come pick up his van, drove all the way from Victoria, and found the chassis hadn’t even been constructed, and again Sunseeker refused to compensate him for his expenses, and stated they never told him this, even though he had the emails to prove it. Everything was documented on the forums, although on the one controlled by Sunseeker, negative comments were deleted within hours, because the increasing negative comments were clearly beginning to cause them problems. Nor was it only Marvel Vans affected. Exactly the same thing was happening to all the brands they sold, including Sunseeker and Vision RV, as reported on their own forums.

When asked for explanations and reasons for the increases, Sunseeker ignored the requests, simply citing COVID construction cost increases. Buyers began to experience lengthy delays on even the simplest warranty matters, and some very questionable repairs were being posted on the forums, including an absolutely disgraceful repair on a shower base where the base cracked due to not being adhered down properly, and their initial solution was to drill holes THROUGH THE BASE and pump it full of silicone, before eventually caving in to pressure and doing a fibre glass patch job, which they apparently hope will hold. On a $120K van! The same van wasn't even sealed around the wheel wells, allowing water and dust to penetrate beneath the cupboards. I've attached pictures with this review, so what do YOU think of this repair? Would you accept it on a new $100K plus caravan? My friends and I saw another 18" Sea Breeze Sport (that had already been sold) at the Gold Coast show in April with this EXACT same issue, where stepping on the floor produced nearly an inch of downward movement right to the edges, and it was quite obvious this van was going to experience the same issue.

There are also now reports of owners complaining of receiving vans well overweight, with one having such a excess ball weight that the purchaser was forced to buy a Dodge Ram, upgrading from a GVM modified Landcruiser, just to tow it legally!

Concerned with all of this, and with the delivery date being delayed further from August to the end of September (something I had to force them to admit in recent emails since I received no updates from them directly), I was afraid I would be hit with these huge increases I could not afford. I can say, had I ANY inking of the delays or huge cost increases, I would never, EVER have signed up with these people. So, 2 weeks ago I sent them 2 letters of demand (One directly to their company director, via email, and a follow up one one via their information general email address) asking for 1. Confirmation they would honour the price signed off in late April 2022 without increase and 2. I would receive the van by end of September as promised. They refused to reply by the deadlines of both letters, and have refused to return phone calls on the matter.

So, where do I presently sit with all this? I simply want the van they promised, at the price they promised. Their communication has been appalling, and their repeated statements on the forums when people complain (before they remove the posts) that they are working on improving it has amounted to nothing, since it's as bad as ever. All delays have been from their end, yet had they delivered even remotely near the promised date, I would have received my van at the price agreed in the contract. I’ve had the money in the bank ready to go after selling my last van, and have now been without one for 15 months, having sold my Jayco shortly after signing up for the Marvel! Yes, COVID has been an issue, but their delays are markedly worse than that experienced by any other van sellers we’ve spoken to, and the ongoing appalling communication has been just devastating. Basically, I feel I can no longer trust anything they say, and I am not the only purchaser who feels similarly. Go to the uncensored forums and find this out for yourself.

As far as a last minute price increase goes, I will not pay them a cent more. They emphasised at purchase that by paying the 10% deposit we locked in the price. They made a repeated point of this being a big selling feature of the van, and it’s written in clear English in their sales brochure. They signed opff the final price only 2 months ago, and made no mention of ANY price increases then. There were no terms and conditions attached to the reverse of the contract signed, stating otherwise, as they are insisting with other buyers. Quite a few people have never even received these terms and conditions, yet Sunseeker are insisting they be held accountable to them. They have ignored all requests for information and refuse to discuss the matter. And they have disregarded the pain and suffering they are causing all their early buyers, concentrating their efforts in new sales at hugely increased prices. The entire exercise has been horrific for me, and even if ONCE they reached out to me and attempted to discuss this, perhaps we wouldn’t be in this mess. But nothing. They refuse to reply.

So, unfortunately, I’ve had to refer this to both the Office of Fair Trading in Queensland, and my solicitor, who has been handed the information with the instruction “Do what you need to do to hold them accountable”. I will also be referring it to the ACCC for investigation. I have no doubts this will proceed to court, where I absolutely want them to be answering questions as to their behaviour. But this doesn’t help the dozens of poor people who have been forced to cancel and, while getting their deposit returned, had to go elsewhere to buy, experiencing another long wait for build (although nothing like Sunseekers) and big price hikes. However, one thing that is quite interesting, as that none of the people buying elsewhere have shown anything but relief the fiasco is over for them, and report the service they are getting is so much better elsewhere. I experienced this myself when obtaining a quote recently from Sunrise caravans, whose customers are reporting excellent customer care. When I questioned what their response was to the COVID increases, they said that they had shouldered the burden for the COVID price increases, shared with their manufacturer, and hadn’t passed on the increases to the buyers, as this would be unfair given the price was agreed and fixed. In fact, they reported they had received over a dozen new orders from people who had cancelled their Sunseeker caravans because of all the problems, which is simply disturbing. So, there are good Sellers out there, if you look hard enough. Just not Sunseeker.

I’m sure that Sunseeker will be unhappy reading this. Unfortunately for them, they should be aware I have proof of EVERYTHING. I keep copies of forum posts, even the ones they delete. I exchange emails with other buyers. I make note of all the negative comments which, given very little positive has been posted recently, is pretty extensive to manage. But it’s all there, in a nice thick file, waiting for the court hearing. So, please, deny anything you choose. The truth will come out in court, and Fair Trading and the ACCC ARE aware of the situation now.

So, in summary, I’m not here to say you shouldn’t buy a Sunseeker; that's a choice you need to make yourself. I am here simply to detail my personal experience with them, to give you an informed choice as to whether you feel my experiences should be taken into consideration when choosing a van Supplier for what is a significant, expensive life purchase, and where you can go to find out further information yourself. You should do your own investigation, come to the forums (And I’d recommend ALL the forums, especially those not controlled by Sunseeker, for all their 3 products), and make your own decisions.

However, keep in mind that at the time of writing this review, I haven’t even GOTTEN my van yet! I'm at 16 months and counting, and cannot get them to reply to my messages! I have not receive the email about price increases, although they have refused communication on the matter, so I can only expect the worst. But perhaps they will do the right thing, and honour the sign off price from April 2022? Perhaps we won’t end up in court and the ACCC, as I expect will occur?

Then again, maybe pigs will fly...

I truly wish I had never heard of Sunseeker Caravans or Marvel RV – Buying my first new caravan should have been an exciting experience, but the service I received from Sunseeker Caravans has been anything but. From the moment we paid our considerable deposit, we have had zero effective communication from them, and what we have received has been a mix of half truths and fabrications. So, I want to write down my… Read more

experience with this company, and would encourage all the MANY people on the forums who have also experienced poor service and huge price increases, to do likewise, with the hope that all the promises of improved communications made by them over the last 18 months might actually eventuate.

We went to the Gold Coast Caravan Show on 7/3/21 looking for a new caravan. Saw the Marvel Sea Breeze Sport sold by Sunseeker Caravans on the Sunshine Coast, one of 3 caravan brands they sell, including Marvel, Sunseeker and Vision RV. My friends and I have a lot of caravan experience between us, and spent a lot of time with the sales person, going over the van, and writing information down on the brochure provided about specifications and extras. The two things that were repeatedly emphasised by Sunseeker was that there was a 13 month delivery (April 2022), but it was unlikely to be this long, and definitely was worst case scenario, and that by paying a deposit the price was fixed. Even their brochure states this specifically on the second page “Step 4. Pay 10% deposit (balance payable on arrival of your new Marvel, NO PROGRESS PAYMENTS) to secure your build slot and lock in your price.” We discussed pricing on a lot of options, and was also advised that if we wanted extras, this could be added later at the pricing being advised today, at final colour selection, which occurred prior to build around 3 months before the van was ready for pickup.

Getting home, I decided to proceed, rang them back, and negotiated the price and inclusions. Again, was advised that features not chosen could be added later at the price indicated at the show. I insisted EVERYTHING included was written down on the contract, even though they attempted to assure me that if it wasn’t noted, it would be OK. I’m many things, but I’m not an idiot, and as hindsight has shown, this was a VERY wise move, given what others subsequently experienced. However, I was also repeatedly told the price negotiated was for the show ONLY, which ended literally in 2 hours, and if I didn’t sign up right there and then, they would not honour the price, nor all the included extras, which would revert to normal prices the next day.

There was 2 pages to the contract, sent in an email that included over 10 other files, which detailed extras, wiring diagrams, and the like. I made note the contract stated I agreed to the conditions “on the reverse hereon”, which given it was only a 2 page PDF, clearly referred to the Schedule of Sale extras, which were agreed, signed and returned the contract along with a deposit payable. The contract also stated approx delivery date 7/4/22. However, several days later when I was working through the other attachments to the email, I found a separate page, unsigned and unattached to the contract, that had “Terms and conditions” in small print at the top. These conditions were ridiculously biased in favour of the seller and, amongst other things, stated they could delay delivery indefinitely, forced you to pay prior to collection, while stating you inspected AT collection (in other words, you couldn’t see the van before you paid for it), and price increases could be made at any time they chose. I state categorically this page was NOT referred to by Sunseeker at any time during purchase discussions, and was NOT attached to the contract we signed in any way. Then in May, just over a month after we ordered, we received an email from Sunseeker advising due to long chassis construction delays on their end, delivery delays were expected, adding 4 months to the delivery. I rang them advising this was unacceptable, as I had a trip planned in June 2022, having already factored in a reasonable safety margin on time from the “worst case scenario” April 2022 delivery they advised, but was told if I cancelled the contract, I would forfeit my deposit! I was told to read the Terms and Conditions, which again were NOT attached to, or signed off with, the contract, which stated they could effectively delay as long as they chose, and I was held to the contract.

I spoke to Fair Trading on this specific matter only, and was put onto a community legal centre, who advised after perusing the Terms and Conditions stated they could be considered unreasonable clauses where the seller used them unfairly, and that they could possibly be deemed void under overriding law in court. However, she also said they would actually need to have experienced a delay, and I’d have to wait at least a reasonable time after the due date (She said at least a few months) before we could consider it unfair. I also questioned her on 2 other clauses. One regarding them effectively insisting on payment before collection, and was told that did not preclude our right to inspect the van before final payment (something confirmed by Fair Trading), and another clause where they could effectively put the price up at any time before delivery, where she stated they would have to justify these rises to do so. I make specific point to this advice, given what occurred later.

We then did not hear a single thing from the seller again until April 2023. Zero communication. However, we joined the community forums for their brands, some run by them, some independent, and began hearing a lot of disturbing reports regarding massive delivery delays, poor workmanship and, more recently, ridiculous price increases immediately before delivery (and by immediately, I mean when the vans were ready to collect, after 18+ months wait, and increases in the order of $15-25K or more). When we attended the Gold Coast caravan show, again with my same friends, in April 2022, we (politely) questioned [Name Removed], the director of Sunseeker, and he admitted outright he was already contacting purchasers of the Sunseeker brand of vans, advising there would be large price increases. When we asked him about our brand, Marvel, and whether we’d be getting a price increase, he said since Marvel was a different manufacturer than the Sunseeker range, so Marvel wasn’t affected by the same price rises. This was stated in front of my friends as witnesses.

In Mid April 2022, we received an email advising we were to come in for final colour selection, and to sign off the final pricing. This only gave me a couple of days to sort this out, via email only, to negotiate extra additions, as they refused to allow more than one hour for the sign off process, and said all such discussions needed to be completed by email before the appointment! However, when we began asking about the extras we wanted in the emails, which they promised to supply at the prices quoted at the show originally, all these prices were refused, and instead we were quoted prices that were double or sometimes triple what was agreed. Disappointed, we declined most, which was fairly stupid on their part as they could have made extra money had they gone ahead even at the original quoted prices. We then attended the showroom on the Sunshine coast (again with my same friends) on 21/4/22 where the “Caravan Factory sign off” was undertaken. Everything was spelt out in detail, including all extras, and that this was THE final price, with any changes from this point incurring a substantial late fee. Again, a further contract was signed with the modified pricing, which referred to “Terms and conditions on the reverse hereof” which were not on the reverse, and not provided. My friend also asked one of their managers, [Name Removed], who was responsible for warranty issues on the caravan, and [Name Removed] stated that Sunseeker was not responsible for any warranty matters relating to the vans, and that we’d need to go to the product manufacturer for any issues. We were well aware this is a blatant breach of the Australian Consumer Guarantee, and that by this time Sunseeker had been investigated by Fair Trading for these same claims made to other purchasers, but made no mention to them we were aware of this, simply keeping it on file if needed later. We discussed with [Name Removed] that I was going to install an inverter, but the prices quoted by them was exorbitant, so we didn’t go with it from them. However, a few days later, it was suggested I get at least the wiring for the inverter installed, which made sense, and was something [Name Removed] failed to even suggest on the day. Again, way too hard for Sunseeker! Not only was the wiring going to be $1000 extra, but we would be charged a “contract modification fee” of an additional $1500. Had [Name Removed] bothered to suggest this, given we spent 20 minutes talking about wiring, inverters and extra solar panels, we could have signed off on it on the day, but No. Too hard basket for Sunseeker apparently, so we will be forced to do this ourselves, at greater difficulty, later.

Then the real fun began. With my van already 3 months behind schedule, buyer after buyer on the forums began advising Marvel were, within weeks of delivering their vans, sending them emails advising massive pricing increases. Not little price increases, mind you. We’re talking $12-25K. That’s between 20-30% of the original van pricing. If the buyer refused, Sunseeker cancelled the contract and refunded the deposit, which considering vans had increased in price $20-30K, meant the seller was hugely out of pocket, and this was AFTER the delays that THEY had caused. One Vision RV buyer on their forum reported that after cancelling their van, they saw it being resold by Sunseeker for $50K more than they had purchased it for! Had they delivered MY van as promised in April 22 as originally stated, I would have paid the price agreed as per the final sign off...zero increase apart from the extras we negotiated in April 2022. Even now, in the few weeks prior to writing this article, 10 buyers we know on the forum cancelled, having to purchase elsewhere, and this is just the Marvel brand. Some of these people were told not only did they have to cancel if they didn’t agree to the huge price increases, but many extras they’d agreed to in the contract were going to be stripped off the vans, and there was still no time frame for delivery! We then discovered the build slots at the factories were being continued, and Sunseeker were selling these buyers cancelled vans to other purchasers, as a “ready to go” option, for $25-30K ior more above what the original buyer was paying! This appeared why they were stripping extras, so they could resell them as stock vans. They keep citing the terms and conditions as their ability to do basically anything they like, but many other buyers have also advised they never received copies of these T&C’s at purchase, AND Sunseeker refused to explain or justify the massive increases, just citing COVID problems. While this is going on, they keep taking new orders, and now apparently have 600 in the queue, yet they admitted to one buyer there are over 20 still delayed from orders before 2021! A lot of other dubious practices began. People were being told their vans were due, making final payment, and the vans weren’t even built. One guy even reported he was told to pick up his van, drove all the way from Victoria, and found the chassis hadn’t even been constructed. Everything was documented on the forums, although on the one controlled by Sunseeker, comments were deleted within hours. Nor was it only Marvel Vans affected. Exactly the same thing was happening to all the brands they sold, including Sunseeker and Vision RV. Some Vision RV purchasers were told their vans were going up hugely in price, with the same take it or leave it option!

When people asked for explanations and justifications for the increases, Sunseeker ignored the requests, simply citing ”COVID construction cost increases”. They began extended delays on warranty repairs, and some of the very dodgy repairs were posted on the forums, including an absolutely disgraceful repair on a shower base where the base cracked due to not being adhered down properly, and their initial solution was to drill holes IN THE BASE and pump it full of silicone, before eventually caving in to pressure and doing a fibreglass patch job, which they apparently hope will hold. On a $120K van! My friends and I saw another Sea Breeze Sport at the Gold Coast show in April with this EXACT same issue, where stepping on the floor produced nearly an inch of downward movement, and it was quite obvious this van was going to experience the same issue, as other owners are now reporting this matter on their own vans. As stated, we have also personally caught them out making statements that breach the ACG, such as in the event of products failing, all warranty repairs must be undertaken by the manufacturer of the components, and not Sunseeker; something they have already had Fair Trading onto them about. We also heard from another owner complaining of receiving a van so far overweight compared to what they had been advised initially, that they were forced to buy a Dodge Ram, upgrading from a GVM modified Landcruiser, just to tow it legally! All these matters have been reported on the Uncensored Facebook Forum by real purchasers of their vans. Concerned with all of this, and with the delivery date being delayed further till end September, I was afraid I would be hit with these huge increases which made the van financially unviable. I can say, had I ANY inking of the delays or huge cost increases, I would never, EVER have signed up with these people. So I sent them 2 letters of demand (One directly to their director, [Name Removed] via email, and a follow up one one via their information general email address) asking for 1. Confirmation they would honour the contract price without increase and 2. I would receive the van by end of September as promised. They refused to reply by the deadlines of both letters, and have refused to return phone calls on the matter.

I contacted my solicitor, who looked at all the documents sent, and advised that it was likely, if the matter went to court, that there would be numerous legal concerns with the contract, as he identified a number of clauses that might constitute breaches of the ACG, as well as conditions that could be termed unreasonable, and might be voided by a magistrate. However, the costs to do so were quite high, as reported by other purchasers who also looked at the legal option, running well over $20-40,000 or more, and while it was quite likely I might win, it wasn’t viable to continue down this path.

So, instead, I referred the matter to the Office of Fair Trading in Queensland. This is where things became interesting.

Sunseeker refused to reply to Fair Trading. At all. In fact, Fair Trading contacted me and asked if I had any further contact details for them, as they had not received any response from the company director, [Name Removed].

Personally having had enough, and hearing of more issues with the vans reported by other buyers (specifically, the one that concerned me most was more owners reporting corrosion on the join between the side aluminium composite panels and the checker plate which was a SIGNIFICANT issue, cracks appearing in the external composite walls, as well as others reporting the cracking issue with their shower bases) I sent them a notice advising if they were going to put the price up, I was going to refuse to pay extra, and if this was their intention, they might as well cancel and refund my deposit immediately. I sent it to their colour selection staff member, [Name Removed], as well as [Name Removed], asking for a reply within 24 hours. I also advised Fair Trading of this, who then asked for [Name Removed] email, as [Name Removed] continued to refuse to respond, and they had no luck on their main email or phone.

A week later, after again getting no reply from [Name Removed], I received an email back from [Name Removed] stating they were putting up the price. However, even though my van was supposed to be ready for delivery in a month (End September 2022), they could neither confirm construction dates or exactly how much extra I was to be charged, citing a vague figure around $12-$15,000. I had absolutely no faith in this amount, knowing people were being charged upwards of $20K extra, AND having many extras they’d agreed on their contract stripped from their build without compensation. [Name Removed] advised if I didn’t accept this, I could cancel if I provided them bank details for return of my deposit – a deposit they had held onto for 18 months, without any interest.

The really interesting bit was that also [Name Removed] stated that if chose to continue, but referred the matter to Fair Trading, Sunseeker were going to cancel my build slot, effectively meaning my order was cancelled indefinitely.

I sent through my bank details, and received a deposit refund approximately a week later. However, I also forwarded their threats to Fair Trading, as for them to state they would cancel if I spoke to Fair Trading (which I’d already done so weeks earlier) was quite likely a breach of the contract and the Australian Consumer Guarantee. When I reported this on the uncensored Marvel forum, it turns out they had made the same threat to other purchasers, a number of whom had also referred the matter to Fair Trading. I specifically asked Fair Trading to continue their investigation into Sunseeker, and requested their assistance in referring it to the ACCC, who need to investigate them also.

Finally getting my deposit back, I was able to breathe a sigh of relief the nightmare was over. However, the damage had also been done. I lost 18 months waiting for a van they clearly had no intention of delivering either on time, or as priced, and would now have to pay more, and again wait, for another van. When I spoke to other van manufacturers, they were horrified at this treatment, unable to believe Sunseeker were charging such exorbitant amounts extra over the contract. Most either wore the extra costs, or kept them to a bare minimum. A company increasing prices at the last minute upward of $20,000 AND stripping contracted extras from the build, was unheard of!

I have now purchased a full composite Crusader Excaliber Duke from Brisbane Crusader...unfortunately having to wait yet another 12 months for a van. My new contract has written, in large writing, “THIS PRICE IS FIXED”, which is a standard clause with them. I paid around $105,000K....significantly higher than the original Marvel I bought for $69K, but will be getting a MUCH better van than the Meranti timber frame and 4mm aluminium composite panels on the Marvel.

What is ridiculous, is the specced van I had originally ordered from Sunseeker for $69K was now being sold by them at caravan shows (specifically the Sunshine Coast Caravan Show in August 2022) close to $100K. A van that is markedly inferior than the Crusader composite van I’m now ordering in so many ways, the least of which I’ll never have to worry about cracking and corroding wall panels, failing shower bases, poor join sealing, and seeing the frame rot!

Nor should you believe a word regarding their blanket reply to poor ratings on Google, and the like. They state they’re working on communicating with customers, and the delays are industry wide, and out of their control. Garbage! They have been stating they are working on their communication since I purchased 18 months ago, on the posts on their own Facebook page, and NOTHING has improved! In my case, it actually became worse! In these challenging times, delays are expected, but it’s HOW a company handles the delays that makes all the difference. Shoving their heads in the sand and failing to communicate is not a professional, ethical way to handle customers who are paying them a LOT of money for a product they’re failing to deliver on time. I also note that few other manufacturers seem to be forcing people to wait over 2 YEARS in some instances for their vans, stripping off the extras, and then STILL making them pay huge price rises. The delays were on Sunseekers end, not mine! I had the money ready shortly after I purchased. If they had honoured the original April 2022 delivery time, given we did the final Sign off AFTER this time, where the supposedly final price was agreed and confirmed, I wouldn’t have been hit with extra charges. But they clearly knew full well this final sign off price was never going to happen, and I could have saved myself another 6 months of hell if they’d simply told the truth and cancelled then. But they didn’t, I lost another 6 months, and ended up with nothing.

So, in summary, I’m not here to say you shouldn’t buy a Sunseeker. I’m a big believer that you need to do your own research on a purchase like this, and make your own decisions. I am here simply to detail my personal experience with them, and leave it to you to make an informed choice as to whether you feel my experiences should be taken into consideration when choosing a van Supplier for what is a significant life purchase. You should do your own investigation, come to the Facebook forums (And I’d recommend ALL the Facebook forums, for all their products, and not just the ones controlled by them), read the Google Reviews (and not just their 5 star ones, but all the latest ones coming from recent customers) and make your own decision.

Personally, I’m just glad it’s over, as I regret ever hearing the names Marvel RV or Sunseeker Caravans.

And FYI I have attached pics posted by Marvel Van owners of the problems I've described above. Not everyone experiences these issues, obviously, but for each one, more than one person reported them. They are all described in detail in various posts on the MARVEL RV Owners Group (Uncensored) page,