Before purchasing my Malibu caravan in February I searched the web for any information regarding this manufacturer. But found very little at all. I went ahead with my purchase of the Opulance, a 23 ft centre ensuite / rear club lounge van .

Would I buy from Malibu again ~ NO BLOODY WAY.

Sure they used some good appliances like the Dometic Fridge, NCE appliances, Aussie traveller awnings and windows even using a G and S chassis but what they lacked was the ability to put it all together as a complete package and poor customer service.

Firstly, the alarm bells started before the build when they didn't supply me with a floor plan or specification for the van ~ constantly saying that they'll supply me one by email  ~ but they build these always so they know what they are doing. Stupidly I went ahead with the build

When I took delivery I had a number of issues with the van when I finally got it home for a good look.

I had to get the van registered myself, they only supplied a temporary reg for 30 days, but they would reimburse me the reg cost after ( still waiting for this to happen ) ~ I've purchased a number of vans in past and all were fully registered ~ hence this was a surprise to me.

Then the other surprises. Toilet canister that couldn't be removed without force, no keys to the water tank caps, problems with the TV antenna points, large bubbles in the kitchen splash backs, outside Alubond had become delaminated from the framework, no jack just a few to mention.

Then trying to contact them to arrange for things to be fixed under their 24 MONTH WARRANTY PERIOD where returned phone calls and emails were never returned.

Then the CoVid lockdown came into affect so nothing was done. When I finally was able to get them to look at it only 3 things were fixed. I took back my van in disgust and fix everything else myself .

So now wondering how other Malibu owners have faired .........................

PS I also approached CIA and Consumer Affairs for advise

Welcome to GN's Stefan,
There are a lot of very unhappy purchasers of caravans and RV's that are unaware of their Legislated rights under Australian Consumer Law, suggest you set up an appointment with Local Court and get Legal advice.

edit spelling.

smpuki wrote:

---

 

Before purchasing my Malibu caravan in February I searched the web for any information regarding this manufacturer. But found very little at all. I went ahead with my purchase of the Opulance, a 23 ft centre ensuite / rear club lounge van .

 

Would I buy from Malibu again ~ NO BLOODY WAY.

 

Sure they used some good appliances like the Dometic Fridge, NCE appliances, Aussie traveller awnings and windows even using a G and S chassis but what they lacked was the ability to put it all together as a complete package and poor customer service.

 

Firstly, the alarm bells started before the build when they didn't supply me with a floor plan or specification for the van ~ constantly saying that they'll supply me one by email  ~ but they build these always so they know what they are doing. Stupidly I went ahead with the build

 

When I took delivery I had a number of issues with the van when I finally got it home for a good look.

 

I had to get the van registered myself, they only supplied a temporary reg for 30 days, but they would reimburse me the reg cost after ( still waiting for this to happen ) ~ I've purchased a number of vans in past and all were fully registered ~ hence this was a surprise to me.

 

Then the other surprises. Toilet canister that couldn't be removed without force, no keys to the water tank caps, problems with the TV antenna points, large bubbles in the kitchen splash backs, outside Alubond had become delaminated from the framework, no jack just a few to mention.

 

Then trying to contact them to arrange for things to be fixed under their 24 MONTH WARRANTY PERIOD where returned phone calls and emails were never returned.

Then the CoVid lockdown came into affect so nothing was done. When I finally was able to get them to look at it only 3 things were fixed. I took back my van in disgust and fix everything else myself .

 

So now wondering how other Malibu owners have faired .........................

 

PS I also approached CIA and Consumer Affairs for advise

 

 

---

 You can make a claim against the supplier to the local Civil and Administrative Tribunal in your State. Queensland has a limit of $100,000 but the other States to my knowledge have no limit to the claim you can make. It is not expensive but I would suggest you hire a solicitor to assist in the preparation of your claim. You cannot take a solicitor to the hearing unless you get special permission.

smpuki wrote:

---

 

Before purchasing my Malibu caravan in February I searched the web for any information regarding this manufacturer. But found very little at all. I went ahead with my purchase of the Opulance, a 23 ft centre ensuite / rear club lounge van .

 

Would I buy from Malibu again ~ NO BLOODY WAY.

 

Sure they used some good appliances like the Dometic Fridge, NCE appliances, Aussie traveller awnings and windows even using a G and S chassis but what they lacked was the ability to put it all together as a complete package and poor customer service.

 

Firstly, the alarm bells started before the build when they didn't supply me with a floor plan or specification for the van ~ constantly saying that they'll supply me one by email  ~ but they build these always so they know what they are doing. Stupidly I went ahead with the build

 

When I took delivery I had a number of issues with the van when I finally got it home for a good look.

 

I had to get the van registered myself, they only supplied a temporary reg for 30 days, but they would reimburse me the reg cost after ( still waiting for this to happen ) ~ I've purchased a number of vans in past and all were fully registered ~ hence this was a surprise to me.

 

Then the other surprises. Toilet canister that couldn't be removed without force, no keys to the water tank caps, problems with the TV antenna points, large bubbles in the kitchen splash backs, outside Alubond had become delaminated from the framework, no jack just a few to mention.

 

Then trying to contact them to arrange for things to be fixed under their 24 MONTH WARRANTY PERIOD where returned phone calls and emails were never returned.

Then the CoVid lockdown came into affect so nothing was done. When I finally was able to get them to look at it only 3 things were fixed. I took back my van in disgust and fix everything else myself .

 

So now wondering how other Malibu owners have faired .........................

 

PS I also approached CIA and Consumer Affairs for advise

 

 

---

 Sorry to hear about your problems with your new van and hope for you there are no major problems in the future.

I would like to know why dealers wont reply to their customers concerns and how they manage to stay in business .I myself have had major repairs done by a caravan repairer and went to return it and they were gone but lucky Cil have lifetime warranty and went to another so called repairer and had more dramas in fact over the last five years and travelled all over Australia I could only recommend a few places where I would go back to

Maybe Malibu caravans might go down the same path as Dougwes caravan builder maybe we should promote the dealers and service centres that are doing the right thing by the industry and shame the ones ripping us off as I have a good list and a bad list

Cheers

cheres

I really don't think the OP will achieve anything posting his problems with the manufacturer on here or on other forums.

If he can't get any satisfaction by direct contact take my prior advice and use the legal channels available to him to make a claim under the Consumer Act.

Trial by social media rarely gets the desired result and can expose you to litigation for defamation.

Tribunals in all states can hear claims under the Consumer Act and the whole process is relatively inexpensive. Obviously you must support your claim with hard evidence and the manufacturer/dealer will do the same. No different to a Court except a lot less expensive.

travelyounger wrote:

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 maybe we should promote the dealers and service centres that are doing the right thing by the industry and shame the ones ripping us off as I have a good list and a bad list.

 

 

---

 Notice how a Caravan Dealer responds to complaint - "I really don't think the OP will achieve anything posting his problems with the manufacturer on here or on other forums.

If he can't get any satisfaction by direct contact take my prior advice and use the legal channels available to him to make a claim under the Consumer Act.

Trial by social media rarely gets the desired result and can expose you to litigation for defamation."

Immediately warn of defamation possibilities - an implied threat in my opinion. I didn't notice Dealers talking about recent major defamation case being overthrown and the caravan Manufacturer having to pay massive damages. Nor of any adverse findings in other recent caravan cases.

Seems to me Possum that Monties advice to take action via the available legal channels in the State is just what you advised in your first post in this thread.

And yes, while commenting on a forum may make you feel better, it will generally not achieve an outcome, and can lead to legal action against the forum and writer. Seems that is reasonable comment as well.

Appears to me he posted sensible advice in an emotive subject, without any personal comments or biases directed at the OP or others.

I hope that the OP is able to sort out his problems via the correct channels and gets an acceptable resolution during his warranty period.

TheHeaths wrote:

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Seems to me Possum that Monties advice to take action via the available legal channels in the State is just what you advised in your first post in this thread.

And yes, while commenting on a forum may make you feel better, it will generally not achieve an outcome, and can lead to legal action against the forum and writer. Seems that is reasonable comment as well.

Appears to me he posted sensible advice in an emotive subject, without any personal comments or biases directed at the OP or others.

I hope that the OP is able to sort out his problems via the correct channels and gets an acceptable resolution during his warranty period.

 

-- Edited by TheHeaths on Tuesday 15th of December 2020 10:56:58 AM

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 The Australian Consumer Act was put in place to protect consumers who purchased any product that was proven to be faulty or not fit for purpose. The Tribunals in each state provide consumers with an inexpensive method to resolve problems between consumers and sellers or manufacturers by hearing all evidence from both sides and making the appropriate orders.

It is a simple, inexpensive system that fairly assesses each claim and makes a decision based on the evidence presented. Surely the result that any aggrieved consumer would want.

Posting negative reviews on social media will never get that result.

montie wrote:

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I really don't think the OP will achieve anything posting his problems with the manufacturer on here or on other forums.

If he can't get any satisfaction by direct contact take my prior advice and use the legal channels available to him to make a claim under the Consumer Act.

Trial by social media rarely gets the desired result and can expose you to litigation for defamation.

Tribunals in all states can hear claims under the Consumer Act and the whole process is relatively inexpensive. Obviously you must support your claim with hard evidence and the manufacturer/dealer will do the same. No different to a Court except a lot less expensive.

---

It seems that it is to much trouble for the manufacture or dealer to give a simple phone call or email which the op has clearly mentioned in his post and if he received some feedback from them there would be no need go to consumer advice a bit of common decency on behalf of the business would go a long way i think most consumers would expect this

cherrs 

Dougwe wrote:

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I'll try and make this quick, try.

I have gone through life treating people as I would like to be treated, with respect. Yes, I have gone off cause a couple of times and the last time had major regrets. That's life sometimes.

When I first got my aluminium teepee I set up at GreenS Lake North Central VIC about 50kms west of Shepparton. The second night in the new teepee a storm hit hard and it was like Niagara Falls in my van. The center hatch had a major leak, bugga.

I rang the dealer next morning and he said bring the teepee back. After a couple of photos I sent him of my location and explaining I would lose the good spot I had an a BBQ offered it was decided he would come to me, I was only 2 hours away.

The next day the General manager of the dealership and the owner of the company that built the teepee arrived. After I made a quick trip to Shepparton armed with the builders credit card I arrived back at Greens with a few items needed to fix the hatch problem plus a list of minor things they asked me for the night before. The jobs finished and a promised BBQ enjoyed off they went. OH! A slab each might have helped too.

A week later the fridge wouldn't work, no way to mankind. It was a week before Xmas and I went without a fridge until early February. I did purchase a Engel to see me through. The service agent in Shepparton came out to Greens and told me of a known problem and a 'Flu Kit' had been ordered. Two weeks later I had to take teepee to Shepparton to get that sorted. It was during that time a major problem was found behind the fridge. That got fixed at no extra cost. Off I went and enjoyed the rest of my time at Greens.

I left Greens and got the 1000km service done on the van then headed to friends south of Melbourne for two weeks. I then headed to the NSW south coast via Princes Hwy. During the travel, things didn't sound right and on my arrival at Ulladulla put the van into a service center my mate had arranged. They take progress pics as they do the jobs. The problem turned out to be the electric brakes so they sent the dealer pics and a report. After a few hours of a couple of phone calls by me to the dealer money was transferred into my bank as I had to pay the repair agent not the dealer due to them having previous problems. Off I went and enjoyed the rest of my trip and first trip to Townsville in the aluminium teepee.

On my return to VIC I set up again at GreenS Lake and headed down to the manufacturer of the teepee to see if anything could be done with changing the ATM on the compliance plate. As I arrived I found they had gone. I made inquiries only to find out they had gone out of business. I then found out the dealer had gone also. Luckily they had a head office so called into see them but they didn't want to know me. I just gave up and got around the weight issue by removing things from teepee instead to be under the ATM. All this within 12 months of purchase. I also now had no warranty. Oh well, "That's Life". A few things have been fixed since at my expense.


The moral of the story is, treat the dealer and builder as you would want to be treated as it goes a long way. I'm sure if I went the other way I would have had to do things the hard way.

I hope you get it sorted Stefan.

---

 I can see your problem here Doug, you kept going back to Greens Lake to find more problems..........

Consumer Law states that you can get the dealer to fix issues directly and not be handballed back to the supplier of goods , ie Dometic or waeco etc.

Cheers Bob

Bobdown wrote:

---

Dougwe wrote:

---

I'll try and make this quick, try.

I have gone through life treating people as I would like to be treated, with respect. Yes, I have gone off cause a couple of times and the last time had major regrets. That's life sometimes.

When I first got my aluminium teepee I set up at GreenS Lake North Central VIC about 50kms west of Shepparton. The second night in the new teepee a storm hit hard and it was like Niagara Falls in my van. The center hatch had a major leak, bugga.

I rang the dealer next morning and he said bring the teepee back. After a couple of photos I sent him of my location and explaining I would lose the good spot I had an a BBQ offered it was decided he would come to me, I was only 2 hours away.

The next day the General manager of the dealership and the owner of the company that built the teepee arrived. After I made a quick trip to Shepparton armed with the builders credit card I arrived back at Greens with a few items needed to fix the hatch problem plus a list of minor things they asked me for the night before. The jobs finished and a promised BBQ enjoyed off they went. OH! A slab each might have helped too.

A week later the fridge wouldn't work, no way to mankind. It was a week before Xmas and I went without a fridge until early February. I did purchase a Engel to see me through. The service agent in Shepparton came out to Greens and told me of a known problem and a 'Flu Kit' had been ordered. Two weeks later I had to take teepee to Shepparton to get that sorted. It was during that time a major problem was found behind the fridge. That got fixed at no extra cost. Off I went and enjoyed the rest of my time at Greens.

I left Greens and got the 1000km service done on the van then headed to friends south of Melbourne for two weeks. I then headed to the NSW south coast via Princes Hwy. During the travel, things didn't sound right and on my arrival at Ulladulla put the van into a service center my mate had arranged. They take progress pics as they do the jobs. The problem turned out to be the electric brakes so they sent the dealer pics and a report. After a few hours of a couple of phone calls by me to the dealer money was transferred into my bank as I had to pay the repair agent not the dealer due to them having previous problems. Off I went and enjoyed the rest of my trip and first trip to Townsville in the aluminium teepee.

On my return to VIC I set up again at GreenS Lake and headed down to the manufacturer of the teepee to see if anything could be done with changing the ATM on the compliance plate. As I arrived I found they had gone. I made inquiries only to find out they had gone out of business. I then found out the dealer had gone also. Luckily they had a head office so called into see them but they didn't want to know me. I just gave up and got around the weight issue by removing things from teepee instead to be under the ATM. All this within 12 months of purchase. I also now had no warranty. Oh well, "That's Life". A few things have been fixed since at my expense.


The moral of the story is, treat the dealer and builder as you would want to be treated as it goes a long way. I'm sure if I went the other way I would have had to do things the hard way.

I hope you get it sorted Stefan.

---

 I can see your problem here Doug, you kept going back to Greens Lake to find more problems..........

Consumer Law states that you can get the dealer to fix issues directly and not be handballed back to the supplier of goods , ie Dometic or waeco etc.

Cheers Bob

---

 The selling dealer is responsible for all claims but he can include the manufacturer in any defence.

The reality is you didn't purchase your van from any appliance manufacturer, you handed your hard earned to the dealer and that's where the buck stops.

montie wrote

  The selling dealer is responsible for all claims but he can include the manufacturer in any defence.

The reality is you didn't purchase your van from any appliance manufacturer, you handed your hard earned to the dealer and that's where the buck stops.

 That's exactly what I said, but Dealers still try to tell you to go to the supplier, don't fall for it, even though they include all the warranty papers at handover of a new van.

Some, not all dealers try to pass that buck,  Montie.

Cheers Bob

Bobdown wrote:

---

montie wrote

  The selling dealer is responsible for all claims but he can include the manufacturer in any defence.

The reality is you didn't purchase your van from any appliance manufacturer, you handed your hard earned to the dealer and that's where the buck stops.

---

 That's exactly what I said, but Dealers still try to tell you to go to the supplier, don't fall for it, even though they include all the warranty papers at handover of a new van.

Some, not all dealers try to pass that buck,  Montie.

Cheers Bob

---

 Bob,

I am not doubting what you say but that may not be the the majority.

The bottom line is dealers are directly responsible legally for the products they sell and can be held accountable.

If you have purchased a product that is in your opinion faulty or not fit for purpose you can make a claim against the dealer.

If you know your rights and convey that to the dealer when all other options have failed you may get a result without taking further steps.

The Tribunal should be a last resort.

montie wrote:

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 The selling dealer is responsible for all claims but he can include the manufacturer in any defence.

The reality is you didn't purchase your van from any appliance manufacturer, you handed your hard earned to the dealer and that's where the buck stops.

---

Montie: to my considerable surprise at least one significant Victorian caravan dealer seems to be unaware of the legislation and considers their full responsibility ceases after 12 months. If they take that, incorrect, approach the industry should not be surprised when customers get a little upset. We really don't want, and should not need, to go to law to get significant broken stuff fixed after a couple of years.

Mike Harding wrote:

---

montie wrote:

---

 The selling dealer is responsible for all claims but he can include the manufacturer in any defence.

The reality is you didn't purchase your van from any appliance manufacturer, you handed your hard earned to the dealer and that's where the buck stops.

---

Montie: to my considerable surprise at least one significant Victorian caravan dealer seems to be unaware of the legislation and considers their full responsibility ceases after 12 months. If they take that, incorrect, approach the industry should not be surprised when customers get a little upset. We really don't want, and should not need, to go to law to get significant broken stuff fixed after a couple of years.

---

 Mike, that's a bone of contention.

Depending on the fault the Tribunal often takes the manufacturer's warranty into account. It becomes a matter of what they consider reasonable expectation.

oldbloke wrote:

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Well, this time last year I was in Mildura speaking to a very un-happy female owner of a $155,000 Rv. After getting off her mobile the builder had just instructed her to drive to the factory in Dandenong Sth in Melbourne to get yet another of many issues rectified. (at least 6 hr drive)

That company had a very large dealership with a large workshop just 5km away.

And people wonder why some are passed off.

Some parts of vans should be guaranteed for about 5 years IMO

HWS, Fridge, Doors Awnings, body. The law talks about what is the expected life of the item, not 12 months. But many makes prefere to test the customers knowledge of those laws and their ability to fight for their rights. And while dealers continue to have those attitudes, they will continue to be "used car salesman" (and incompetent builders) in the eyes of past customers.

And word spreads, and they lose customers, especialy with social media these days.

---

 In fact the ACCC agrees with you in principle - They are ruling that the Warranty must have some relation to the amount paid, in many cases. Professor Allan Fells (ACCC) has made this clear many times.

A 12 month warranty for an electric toothbrush OK - not for items costing $80 - $200K.

dogbox wrote:

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funny ! the op drops a bomb then disappears

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 Yeah,I noticed that too,although he did come back on 15/12 without posting? Cheers

Hi dogbox and yobarr

I'm still here and reading the replies

New to this forum stuff so wasn't aware that I need to reply to all that gets messaged on.

Thanks to all that reply and taking it all on board.

But now wondering if the van is basically a lemon as no other owners have come forth with their experiences

smpuki wrote:

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Hi dogbox and yobarr

I'm still here and reading the replies

New to this forum stuff so wasn't aware that I need to reply to all that gets messaged on. 

Thanks to all that reply and taking it all on board.

But now wondering if the van is basically a lemon as no other owners have come forth with their experiences 

---

 Hi Stefan....great to see that you still are here! There is no real need to reply to "all that gets posted",but the odd contribution,or question,may incentivise others to offer even more assistance,once they know you're interested! Because I have no experience with the Malibu range,I have not commented,but have closely watched responses from others.Seems you certainly have been given the run around,but I wish you well in your efforts to resolve the many issues you seem to have.Cheers

smpuki wrote:

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Hi dogbox and yobarr

I'm still here and reading the replies

New to this forum stuff so wasn't aware that I need to reply to all that gets messaged on.

 

Thanks to all that reply and taking it all on board.

But now wondering if the van is basically a lemon as no other owners have come forth with their experiences

 

 

 

---

 Is there any reason why you have not explored your legal options under the Consumer Act?

Montie

I have gone to both CIA and Consumer Affairs.

With CIA, they asked for a written summary of my problems to be emailed to them. Which I did, but unfortunately I have not received a return email but they were helpful.

I also contacted Consumer Affairs and they have given me a case number and a Template to fill out and send to the manufacturer ~ but just before I was to send it the manufacturer called me to bring the van in for repairs, they had it for four weeks and only fixing 3 things out of 8 giving excuses why didn't do the rest. I wasn't prepared to leave the van there any longer.

I have since slowly repaired things on my own.

Basically, I want nothing to do with them