Caravan consumer complaints continue

The Caravan Council of Australia has named the 'top 5' issues that need to be addressed to reduce the number of caravan-related consumer complaints that continue to taint the industry.

The independent body, which provides technical and legal advice to both buyers and manufacturers, much of it for free online, has outlined five major factors that contribute to the production of non-compliant or poorly-built caravans.

While COVID-19 delivered a big blow to many Australian RV manufacturers and retailers, the CCA’s Colin Young said that the “pandemic has also caused much disappointment and frustration for RV owners".

"Sadly, there are still numerous serious problems, and all too often continuing, that are badly tarnishing the image and reputation of the industry, and causing much grief to many caravanners," Young said.

Smaller, newer operators blamed

He said the CCA has dealt with the "usual large number" of disgruntled buyers this year, many who have bought caravans from smaller, under-resourced or less reputable operators.

“The vast majority of callers have experienced problems with their caravans, ranging from annoying minor faults to serious and dangerous defects,” he said.

He said some of 100-plus Australian RV manufacturers are still not paying sufficient attention to engineering and quality control while attempting to "cut corners in a futile attempt to successfully compete with the long-established, well-resourced, highly-experienced and well-known professional companies”.

“The number of problems and complaints against newer, and smaller, companies is significantly disproportionately high, in relation to the number of vehicles sold by them,” Young said.

"Professional and ethical caravan and camper-trailer companies are being 'tarred by the same brush' that the lesser-respected companies are using.”

Quality control questioned

A number of manufacturers not running proper quality assurance programs is also contributing to shoddy caravan builds in some instances.

“In a number of cases, there is an unfortunate culture of 'get these things out the door quickly… and we will worry about (or ignore) problems with them later'," he said.

On the retail side, Young referred to examples of pushy or unethical sales people, often without sufficient training or knowledge of the product, or providing misleading or false information to potential buyers.

Sales people are also not always taking into consideration the buyer's travel plans, required payload and proposed tow vehicle when pushing a particular van.

“Often the sales person cannot, or will not, answer even basic critical questions.” Young said.

"Vehicle ratings and masses frequently grossly misunderstood, or simply ignored.” was cited as another "systemic industry problem," not to mention a road safety issue.

Consumer law cases

Some buyers are also being sold caravans that are not ‘fit for purpose’, according to Australian Consumer Law (ACL), including being much heavier in regards to Tare mass than indicated on the trailer plate.

“It is quite apparent that there is a significant lack of understanding of, and abiding by the important fundamental legal requirements of the ACL,” he added.

RV businesses including Roma and Jayco have been caught out recently in regards to ACL-related matters, while some RV buyers have also been victims of online scams, as cyber-criminals increasingly target the growing number of first-time RV buyers.

On a more positive note, Young said that many of these issues could be addressed by increased industry and government action, and in turn help repair the "tarnished (industry) image".

“The (Australian) caravan industry needs to protect itself, by insisting that the Government urgently introduces mandatory, comprehensive and fully-independent audits and assessments of all businesses involved with the manufacturing and marketing of caravans and camper-trailers in Australia,” he said.

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