Alan Kerr Motorhomes ?

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Steve and Denise

Steve and Denise

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Location
Spalding LINCS
Funster No
18,300
MH
A Class Carthago
Exp
Since 2008
A friend of ours is currently looking at a second hand Autotrail from Alan Kerr in Paignton but is concerned about after sales customer service ( what could go wrong with an Autotrail).
Has anyone on here had any recent dealings with them, any customer feedback would be helpful.
TIA
 
I recently (September 2021) bought a Motorhome from the above dealer for the sum of £80,000 and paid an extra £2,500 for extras.
The van was booked in for the jobs to be done on the 14th of March,
I had phoned every day for over two weeks to speak to Simon leading up to this date, left messages with his staff and sent emails, but NO REPLY not even a call back,
The van did not have a check before they sold it to me, but they did a 2 1/2 hour check on my frankia that i part exchanged. All they found was a bulb.
All they did in the two weeks they had it for, was a new hymer mattress that I paid for.
They didn't replace the double glazed side window misting up (known problem) that was pointed out initially upon purchase and several other things, when it was collected on 27th March.
Paid for 2 deadlocks, no locks and no refund.
Over 40 items listed.
So I've not had the items corrected or the £2500 refunded that I paid extra for.
In my opinion, very poor service and I for one, would not buy from this company again.
VERY UNHAPPY CUSTOMER.
 
Cannot comment on whether it's got any better since Simon has become a member or not but before simon moved over to them..it was like trying to get blood from a stone! We were desperate for some help a while back and to be honest, thought they were arrogant and seriously in need of a shake up.
Hopefully ...it has got better now...We can but hope.
Would rather go elsewhere now..once bitten etc

Kev

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Steve, I would suggest that if your friend doesn’t live down that way, then I would give the sale a wide berth. I think Sues testament and experience would be enough to put anybody off said dealer.
 
canopus said:
Steve, I would suggest that if your friend doesn’t live down that way, then I would give the sale a wide berth. I think Sues testament and experience would be enough to put anybody off said dealer.
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I must admit Ken it does look a bit shocking😳 shame as it’s the exact model they want.☹️
 
Bought and part exed.
Very competitive on pricing and no need for after sales as of yet.
I would definitely buy there again
 
Theonlysue said:
I recently (September 2021) bought a Motorhome from the above dealer for the sum of £80,000 and paid an extra £2,500 for extras.
The van was booked in for the jobs to be done on the 14th of March,
I had phoned every day for over two weeks to speak to Simon leading up to this date, left messages with his staff and sent emails, but NO REPLY not even a call back,
The van did not have a check before they sold it to me, but they did a 2 1/2 hour check on my frankia that i part exchanged. All they found was a bulb.
All they did in the two weeks they had it for, was a new hymer mattress that I paid for.
They didn't replace the double glazed side window misting up (known problem) that was pointed out initially upon purchase and several other things, when it was collected on 27th March.
Paid for 2 deadlocks, no locks and no refund.
Over 40 items listed.
So I've not had the items corrected or the £2500 refunded that I paid extra for.
In my opinion, very poor service and I for one, would not buy from this company again.
VERY UNHAPPY CUSTOMER.
Click to expand...
I bought I Knaus Sky Ti from Alan Kerr few years ago. I was told it was bran new, just arrived from the factory. On collecting the van some weeks later I noticed the mileage showing over 500 miles. Was told by a staff that the van had been to the NEC show. Didn't not offered any discount. Will never buy a van from there again.
 
Bought new a few years back, had major problems with the van , eventually got van replaced. Wish I could sing their praises but can’t. Dreaded having to take the van back to them (yes, the second new one also had issues) as they always promised to ring back, but even after giving them ample opportunity to contact us, found ourselves ringing many times to get responses. Some of the staff (may have changed) really gave the ‘I can’t be arsed and I don’t care’ attitude.

I think they had a sign in reception at one time (which may still be there), along the lines of rudeness won’t be tolerated … maybe because so many people had lost their rag with the ’attitude’ you’d get at times? i can sympathise with the mildest of mannered people getting hot under the collar when dealing with them when there’s a problem.

it could have all changed though as we haven’t used them for ages and pray we don’t have to. Sorry to sound negative…

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Theonlysue said:
I recently (September 2021) bought a Motorhome from the above dealer for the sum of £80,000 and paid an extra £2,500 for extras.
The van was booked in for the jobs to be done on the 14th of March,
I had phoned every day for over two weeks to speak to Simon leading up to this date, left messages with his staff and sent emails, but NO REPLY not even a call back,
The van did not have a check before they sold it to me, but they did a 2 1/2 hour check on my frankia that i part exchanged. All they found was a bulb.
All they did in the two weeks they had it for, was a new hymer mattress that I paid for.
They didn't replace the double glazed side window misting up (known problem) that was pointed out initially upon purchase and several other things, when it was collected on 27th March.
Paid for 2 deadlocks, no locks and no refund.
Over 40 items listed.
So I've not had the items corrected or the £2500 refunded that I paid extra for.
In my opinion, very poor service and I for one, would not buy from this company again.
VERY UNHAPPY CUSTOMER.
Click to expand...
Sue, you bought a 2014 van that you ripped to bits. It was a nice van bought from a fellow funster. You asked for 8 pages of preparation to be done to the van. You stayed on our forecourt and came up with a different list every day! We have spent £8900.44 prepping this vehicle! In reality it was a deal I wish we never did but we tried our best to keep you happy.
Your Frankia is still here, I am happy to clean it and return and have my Hymer back.
You stayed for 5 weeks, we tried to make you feel welcome including getting you in for our party for Bailey's 21st Birthday where you had wine and cake. We stayed multiple evenings to make sure you were ok.
I still remember the morning when I said hello and how are you and you replied with "I could slit your throat" which was charming.
I loved dealing with Mia, she was a very sweet dog! In terms of no contact, my after sales manager Dan who looks after any issues the sale has spent countless hours in communication with you.
During your stay myself and Dan spent countless hours in your van with you going through various additions to what you wanted doing.
I don't want to sling mud so I am not going to comment anymore on the forum please email me with any further issues.
The Hymer is a lovely van, I would sell it again tomorrow. I also wanted to actually put our side in defence on this.

Thanks

Simon
 
There wasn't two sides to my story when I was told by Alan Kerr that the van I was interested to buy had just arrived that very morning from the factory. That was just a lie. No other word for it. The van had just got back from the NEC show which explain the 500 miles on the clock which I only noticed when I collected the van.
 
Nyvern said:
There wasn't two sides to my story when I was told by Alan Kerr that the van I was interested to buy had just arrived that very morning from the factory. That was just a lie. No other word for it. The van had just got back from the NEC show which explain the 500 miles on the clock which I only noticed when I collected the van.
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When was it? I took over 2 years ago I assume before my time?
 
Theonlysue said:
I recently (September 2021) bought a Motorhome from the above dealer for the sum of £80,000 and paid an extra £2,500 for extras.
The van was booked in for the jobs to be done on the 14th of March,
I had phoned every day for over two weeks to speak to Simon leading up to this date, left messages with his staff and sent emails, but NO REPLY not even a call back,
The van did not have a check before they sold it to me, but they did a 2 1/2 hour check on my frankia that i part exchanged. All they found was a bulb.
All they did in the two weeks they had it for, was a new hymer mattress that I paid for.
They didn't replace the double glazed side window misting up (known problem) that was pointed out initially upon purchase and several other things, when it was collected on 27th March.
Paid for 2 deadlocks, no locks and no refund.
Over 40 items listed.
So I've not had the items corrected or the £2500 refunded that I paid extra for.
In my opinion, very poor service and I for one, would not buy from this company again.
VERY UNHAPPY CUSTOMER.
Click to expand...
surprised that you wanted 40 items fitted at this busy time of year. some of them must have been very small to equate to £2500. propably quite easy to do yourself?

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pelican said:
surprised that you wanted 40 items fitted at this busy time of year. some of them must have been very small to equate to £2500. propably quite easy to do yourself?
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It isn't really any use replying to that post, you could build a whole new van with 40 things.
 
Simon cant be held responsible for things that happened before he started working there - and the fact that he has just offered to take back the motorhome he sold AND return the part ex doesnt sound like someone trying to rip anyone off.
 
Well I have ordered my first European motorhome from Alan Kerr Motorhomes, when I say first, the last one was twenty years ago and am hoping that Poo-Tin the Russian Clown, doesn't escalate anything further and we get our new van in August (y)

We counted up the other day this will be our 15th motorhome in 34 years!

As we work on lots of motorhomes, mainly straight from the supplying dealers, sadly after 32 years in the business I wish I knew of a single dealer that hasn't been on someone's death list from time to time, equally after listening to tales of woe, lies and betrayal, the next day another customer will be delighted and impressed with the same dealer for some deed that was done, that to them, they considered way beyond what they expected. I suppose its a bit like listening to your mates talking about each other, when they are getting divorced and thinking "Two sides to this, but not wanting to comment"

Consequently, I tend to feel that it is the overall general attitude to making things right that is the most important thing.
 
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I bought Emmit ’s old van thru Kerrs last year, for selling you’ll have to ask Derek, for purchasing, I was a newbie & green, the gentleman who assisted me was as helpful as could be, the price (I was a cash buyer) was what I wanted to pay, not the ticket price.
There was a little mistake, once identified, Kerrs quickly helped me to sort it.
Would I buy again, yes, if they have what I wanted & the price is right
 
Forgot to mention, I live a bit away from Paignton & therefore don’t use them for aftercare, the van was well maintained by it’s previous owner & I believe almost a year past I got what I wanted, for what I wanted to pay.

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martindevon said:
Forgot to mention, I live a bit away from Paignton & therefore don’t use them for aftercare, the van was well maintained by it’s previous owner & I believe almost a year past I got what I wanted, for what I wanted to pay.
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Thank you for that glowing Reference. 🖕
 
Emmit said:
Thank you for that glowing Reference. 🖕
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Credit where it’s due, I have no regrets (let’s be honest, life it’s too short anyway), with the van & am very happy with it, that is largely down to what you sold to Kerr’s & I bought.
My experience was informative, I found the gentleman assisting me helpful, the gentleman who agreed the price, firm but prepared to negotiate, what else is to say?
Had you sold a jalopy & I bought it & (bad grammar) kerrs unhelpful, I would have said so, it worked for me.
 
MisterB said:
Simon cant be held responsible for things that happened before he started working there - and the fact that he has just offered to take back the motorhome he sold AND return the part ex doesnt sound like someone trying to rip anyone off.
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Indeed. Taking over a company and keeping the name means inheriting the bad as well as good associations.
P and O Cruises likewise facing an association problem with P and O Ferries who are a completey unrelated company.
 
Speak as I find
We have purchased 2 vans off Alan Kerr, had good exchange prices and good service from both .
Few normal issues but was always put right, personally, I think buy local, that way they get to know you and any issues your on their door to get it sorted.
We live local and have had 3 new vans and 2 secondhand. All vehicles purchased at either marquis or Alan Kerr - both local

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dash300 said:
Indeed. Taking over a company and keeping the name means inheriting the bad as well as good associations.
P and O Cruises likewise facing an association problem with P and O Ferries who are a completey unrelated company.
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I wouldnt be surprised if Carnival who have owned P&O cruises for nearly 20 years, didnt change their name very soon👍
 
I had many people turn up to view vans we were selling that were critical of even the most minor of blemishes on a 10 year old van. The usual comment "if I am spending THAT much money, it needs to be perfect". My reply was always that they would only be happy buying brand new, at three times the price! They pretty much all backed down when they admitted that new was WAY beyond their budget

If it was that much of an issue to find obvious signs of use in a well loved and used van, then they would obviously be a nightmare customer with any warranty months on. Sadly it is impossible to keep everyone happy no matter how hard we try. Two or three sides to most stories
 
I think no matter the dealer theres always going to be good and bad reviews.

“You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time”.​


I'm a member of the "Benimar" FB page and I'd say at least 95% of folk are happy with theirs and problem free. I wish I could say the same but can't.

No matter the dealer your always going to get some folk that have problems with their vans. How the dealer solves them is more important.
 
I am also as a director on a Friday night on the eve of my birthday out with dinner with my friends and family sat on here trying to help! Whilst getting death glares from my other half!!

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