ABI Holiday Homes Avis 158

We’ve owned our ABI Beaumont for 5 years and previously submitted a 5 star review as we have loved it. Recently however we suffered wind damage and the badge at the top of the front blew away, we ordered a new one through our holiday park and finally had an answer almost 2 months later to say ABI couldn’t supply it, it would have to be the whole section (even though it is a bolt on part) and it will cost £300 and take 6 weeks to arrive! This means the front of our home will be exposed to all weather for 3 months, just not good enough

Just been visited by Paul E from ABI
Paul was very thorough, professional and knowledgeable. All the snagging issues were sorted out. A great service from ABI. Paul is a very good ambassador for the company.

Paul Roberts attended today to replace the faulty tap I logged as part of snagging and he noticed the front door was catching so went above and beyond to fix it there and then to stop any furthwr issues arising in the future

ABI engineer Paul Robert’s was knowledgeable about the problem when he came to assess. Listened to what customer had to say and knew what the issue might be so ordered parts.
Did the job and let the customer know if anything else was needed. Very polite worked hard to resolve the problem

We purchased ABI's flagship lodge the Harrogate in August last year through a well known Park group who have been excellent. My issue is with ABI's Customer Service or lack there of. We obviously bought 'The Friday Afternoon Special'. We have had the usual settlement issues and they have been dealt with expeditiously. However when winter set in the Lodge was extremely cold and we noticed that there were draughts issuing from the entrance door surrounds and the window surrounds of the kitchen window, dining area windows, the patio doors and the two tall windows. Yes, they sent a team out eventually and repaired the problems. The next day we had rainwater coming through the kitchen window and another warranty claim was created by the Park we are on. Clearly as owners we had questions such as how did the Lodge come off of the production line in such a woeful condition? I emailed ABI directly asking those question as an extremely frustrated owner. Their response was "Go through your Park we do not deal with End Users"!!!! Absolutely disgusting. So as an owner you have no right of redress with the manufacturer! A woeful attitude indeed. We have your money so go away!!!

After calling ABI with some faults on our Westwood lodge they were keen to resolve them. The engineer Travis came out and sorted some small issues and after a call to the factory has got the okay to resolve the others. Travis was very professional and respectful and is an excellent ambassador for the company.

Paul E., one of ABI’s warranty engineers has just been to complete some snagging items from our lodge. I cannot speak highly enough of Paul’s professionalism, customer service ethic, respect for our property and incredible product knowledge. He was absolutely outstanding from start to finish, and could not have been more helpful. Paul went the extra mile to ensure we were completely satisfied with the lodge. He is not only outstanding at what he does, but also an outstanding ambassador for ABI. He is the model of professionalism to which we should all aspire. I can only hope that it is Paul E. who comes back to complete the one outstanding item that couldn’t be rectified, as it needed a new part to be ordered. I have to say that this was one of the very best customer service experiences I have ever witnessed. Thank you to Paul and ABI.

My problems are echoed in many of the reviews on here

The day I got the keys the boiler didn't work
The bathroom sink leaked
A mirror was missing in the bedroom
A bedroom door didn't close
A further bedroom door was cracked
The shower tray moved excessively
Whilst these eventually got rectified further issues happened
Lounge carpet frayed
Window handles loose
The cooker hood is now rusting and there is excessive movement in the bedroom wall basically its come lose.
The last two issues have been dismissed by ABI.
They have said the cooker hood is outside of the manufacturers warranty period yet still with ABIs warrantee period.
Paul Clackstone promised me everything, which was very encouraging, he said he would come down to the caravan and go through the faults with me, I gave him several dates I would be there, but he never attended, ( I have all emails to back this up ) so not setting a very good example to the staff.

After engineers visit there is little of no feed back to the site or myself, so communication seems poor.

On a positive note the caravan is very well equipped and has a great layout and hopefull they will resolve the issues raised
From a dissapointed and frustrated customer.

Thank you for your feed back , unfortunatly I disagree with youf comments I still have ongoing issues with thd rusting cooker which you have failed to to rectify, with your only comments being it's out of the manufacturers warrantee but .... my caravan is still under your warrantee so I stand by my one star rating and will review this once this is rectified

On this occasion I am rating my complaint with one star.
We purchased a new ABI Adelaide last year, on receiving the keys we found a few issues that were dealt with very quickly and rectified, apart from I’m still waiting for some cushions to be replaced, the wrong colour keeps being sent out.
A few weeks ago I noticed the carpet was fraying beside the edging strip gripper, on closer inspection I could see the carpet had been cut at least 1/2 inch too short and it wasn’t even inside the gripper. I reported it to our site manager and he arranged a visit from an ABI representative. I wasn’t present at the time of his visit but he left me a note to say that a new carpet was on order.
Today I have been told that I’m not receiving a replacement carpet.Apparently my warranty has expired they take into account when the money is paid for the van, not actually when you receive the keys so it has just expired.
As you can imagine I’m not very happy, the only way you can see this carpet has been cut short is when you go down on your hands and knees.
The customer services guy has admitted the carpet has been cut too short and needs replacing. Had the carpet been fitted correctly in the first place it wouldn’t need replacing regardless of the warranty This is just another example of shoddy workmanship.
I love my caravan and the site it’s situated on but feel very let down by ABI customer services
UPDATE
Andrea from ABI has been intouch and said a new carpet is on order and I will be notified as soon as it is in stock to arrange a date for fitting. I will review again once everything is sorted.

Bought a new Lodge from ABI this year. Got it delivered to caravan site April. Now September and still waiting on the TV unit drawers to be fixed.
All the other snagging issues were solved after a few months.
I contacted ABI direct as Clayton didn't seem to be able to get this resolved quick enough.
ABI said that new parts are on order but I said it should be a new unit as this is faulty goods.
ABI said that Clayton are my point of contact.emailed them again but they have ignored it.
After sales not very good at all
Always the same when pay things up front.
ABI built this lodge quicker than it's taking them to get a TV unit in proper working order.

It is of little or no surprise to me that the majority of the reviews on this website are 1 star.
We ordered an Ambleside holiday home which was not supplied in accordance with our specification. The missing kitchen Velux window could not be retrofitted so we had to wait 12 months for a replacement home to be supplied and installed, during this time we had to use temporary steps and could not have skirting etc. installed.
There were a few minor issues with the new home which were resolved. However when the new home was less than two years old one of the kitchen units started delaminating. This was reported by our site management through the portal, a few months later ABI rejected the claim because the the caravan left the factory over two years ago. This is despite the fact that the terms of their “Peace Of Mind” Warranty covers furniture manufactured and fitted by them for three years.
In the interim they sent an engineer to investigate, he removed the dishwasher to check for leaks and could find no trace of any. He then measured for a replacement panel and even discussed how this would be fitted. A further visit then took place whilst we were not at the holiday home and an email was sent stating “Your claim has now been completed”. On our subsequent return the only difference we could find was that the dishwasher door was (and still is) badly miss-aligned, they had clearly attempted to do something but left things in a worse state.
Our site management team then advised ABI that they had previously encountered several cases of delamination which were ultimately traced back to manufacturing defects not other factors, ABI chose to ignore this completely.
To make matters worse ABI then emailed claiming that their engineer “has never been to the unit to take a look at this as the claims have been rejected”, this despite the fact that the engineer came specifically to look at this issue.
It is clear that their Warranty & After sales team act as nothing more than a buffer to prevent contact with anyone who can actually address an issue, we have requested contact details of their quality manager but this is not forthcoming.
All in all this is a real shame as the holiday homes are of a nice design, unfortunately the company is let down by very poor after sales service and a Three Year Peace of Mind Warranty which is not worth the paper it is written on.

Brand new Abi Goscar. Love the design and layout but the finish is terrible. My outside seams were either not filled or overfilled! We had someone out for that issue but they are still noticeable. The other issue is that half of my indoor window frames have the corners popping off !! Maybe double sided tape is not the way to install them ?? Seems a bit bish bosh to me. My on-site maintenance people at Broughton Farm have stuck them with the tape you provided but they still pop off.

Craig visited us to solve some issues on our new Ambleside. Amazingly helpful, caring and understanding. Solved most of the issues and made a plan for a couple, including referring to the sliding door manufacturers. After a period of feeling a bit disappointment with ‘snagging’ issues, Craig alleviated our concerns and reassured us everything will be sorted out. Went the extra mile. A fine example of what we believe great service is. Thanks Craig.

Very helpful with issues resolved quickly and professionally by Paul E. Thank you.

Craig’s visited us a number of times and on each occasion he’s been fantastic, helpful , friendly and well informed. He’s answered all my questions and directed me to how I need to resolve any issues

Thanks once again to Paul R from ABI for his hard work and reliability. He is always polite, friendly and cheerful and nothing is too much trouble for him. A credit to the company.
Thanks to Lee too, he's also been great.

Abi roecliff 4 years old bought from a haven site warranty for 3 years and surprise surprise now it’s run out things are starting to go wrong, don’t get me wrong wear and tear is expected but to be told a sink has gone rusty because “you have got it wet !” Extract a fan also rusty and radiator where it leaked and repaired bounced back from haven to abi head office awful after care … wouldn’t bother buying this make when we upgrade awful service nobody cares

Update to your answer : i am aware that you cannot provide lifetime guarantee however I wanted to warn other customers not to touch this brand as not up to a good enough standard for the money it costs .. yes holiday park can provide replacements at extortionate prices (£398 for an extractor fan) … which Im guessing is out of you control also !!! AVOID THIS BRAND RIP OFF !

Lee Hodgson visited us today to carry out remedial work . Work was carried out in a most excellent and professional manner. What a friendly and helpful gentleman. Would thoroughly recommend him.

21AB1862159 ABI Baemont
Terrible Quality & After Service
We got our caravan site to report to ABI on their portal that the cladding at the rear of the caravan had started to lift away from the caravan frame leaving a gap, the caravan is only 3 years and 9 months old. Knowing my warranty had finished 9 months ago they had an excuse not to repair the problem. I did expect them to be concerned that after such a short time frame one of their premium caravans was falling apart. I would have expected an engineer to visit and review the issue as surely this is a manufacturing problem they would rectify with future caravans built?
ABI were quick to respond and dismiss my problems leaving us with an issue which I feel most dissatisfied with!
Needless to say I wouldn’t recommend anyone to purchase a caravan from ABI as their quality and after service is disgraceful. They are not bothered once they have received your money and the caravans are not built to last!!!!

Craig and lee came today to do a number of jobs, very professional, polite and clean up after themselves, really pleased with the work they have done.