Jayco is facing allegations that it breached the Australian Consumer Law by its conduct towards four customers who purchased defective caravans.
The Australian Competition and Consumer Commission (ACCC) has instituted proceedings in the Federal Court against the country’s largest caravan and recreational vehicle manufacturer. The ACCC alleges that, between 2013 and 2015, Jayco acted unconscionably towards four customers by obstructing them from obtaining redress, such as a refund or replacement for their defective caravan.
Jayco allegedly did this despite knowing the caravans were defective and not functioning properly, even after repeated, and failed, repair attempts.
The ACCC also alleges Jayco made false or misleading representations to the four affected customers about their rights to obtain a refund or replacements for their defective caravan, including that Jayco represented that it had no role or responsibility to provide a remedy such as a refund or replacement vehicle.
“The numerous defects in the Jayco caravans sold to these four consumers became apparent at the time of purchase, or very soon after and included issues such as misalignment in the roof, which did not close properly and leaked,” ACCC Chairman Rod Sims said. “Under the Australian Consumer Law, consumers are entitled to a replacement or refund if there is a major failure with their product. In this case, the ACCC alleges that the four customers were each entitled to a refund or replacement from Jayco because the defects could not be repaired or constituted a major failure.”
“Despite requests from the four customers for a refund or replacement, the ACCC alleges that Jayco repeatedly told these four customers that their only remedy available was yet another repair. This understandably caused a lot of distress for the customers,” Mr Sims said. “Caravans are an expensive item, typically costing tens of thousands of dollars. People are entitled to expect that the caravan they purchase will be of acceptable quality, and that they will be afforded an appropriate remedy under the ACL consumer guarantees if their caravan fails to meet this standard.”
The ACCC is seeking declarations, pecuniary penalties, consumer redress orders, injunctions, disclosure and compliance program orders, and costs.
In conjunction with this court action, the ACCC is urging all caravan manufacturers to review their complaints handling processes to ensure that they comply with the ACL consumer guarantees.
Good on the ACCC! This is a good first step in setting some industry standards for recreational vehicle manufacturers. The number of faults I hear about as I travel are many and involve a large number of manufacturers. Their handling of repair or recompense is never report as good.
Let’s hope the ACCC gets justice for these 4 customers.
Would have thought refunding or replacing was less expensive than the negative media that’s going to come from their petty actions
I will never buy another Jayco ours was very poorly put together with multiple faults, waiting times to get defects fixed put the van out of warranty before they were repaired making it impossible to be able to see if there were more issues. After sales service was just a joke I make it a point to tell others who are contemplating buying one to have a really good look at what your getting all the internal cabinets are just held together with plastic angle blocks and self tappers better off buying something older that has been put together properly
Never had a problem with them and I own 2
About time. The industry, by and large is out of control. And the consumer is backed by toothless tigers. I must say that there are some good ones and some that have their heart in the right place. But like anything where large sums of money are involved the big players have got their hands in the pot, the very ones that are surposed to protect the consumer
People buy Jayco because they are pretty and cheap! Unfortunately like everything, – you get what you pay for. A lot of people will not admit that something they paid their hard earned money for is not good quality. They keep closing their eyes to problems and hope nobody thinks they were foolish or unlucky in their choice of caravan. Most people have heard the horror stories of cheap vans over the years. There needs to be more legislation to protect consumers!
there are good and bad in all makes and models i have had 3 jayco’s not a problem
I have have had two Jayco vans and found them to ok. Few minor problems. I know of others who have bought more expensive vans had have ha problems with there vans also. The worse one was cracked chassis. The problem I think is that they are not tradesmen who put them together.
I would not buy a Jayco again ever, after 7 water leaks, the slide out 6 times with waiting times of 6 weeks to get anything repaired. To many items to list here. Total rubbish like Don Clarke said pretty to look at but that is where it ends.
Owned 3 Jayco vans and never had a problem with the first 2 but third time was very bad, so many faults and the solutions were unbelievable. One such instance was they had a screw from the kitchen piercing the enclosed shower area and their solution plug the hole up, my husband told them we didn’t buy a second hand van. We bought a Concept and have had couple of things come up and one was done when it was out of warranty and they fixed it no problems. We would recommend them highly
Jayco repair personal are the best in the country, thats because they get more pratice than repairers from all the other companies. LOL!
I will agree with this as I picked up my van, towed it about 15 klms, parked it up, opened it up and one of the cupboard doors had fallen off. And there’s more.
I’ve owned three Jaycos and even though they are not the rolls Royce they are great value for money. The after sales service has always been terrific even though some of the faults have been difficult to fix to the point of replacing the one year old Starcraft with a new one and the new model. I’m surprised that they are the target of the ACCC but I bet it comes down to the dealerships. Glad the customers got looked after though, I can only imagine the heartache as they went through the process.
Jayco won’t be the only manufacturer quaking in their boots over this, and it is about time too. Also complicit are the Industry organisations who issue quality compliance certification. About time too.
We paid over $130,000 for a Jayco motorhome which turned out to be a complete lemon. Within six months anything that could go wrong went wrong including a potentially fatal gas fault.
We asked for a refund as I had taken literally hundreds of pics of the faults. Jayco refused to refund our money and instead offered to build us a new fault free one which turned out to be as bad as if not worse than the first.
The arrogant indifference to our plight by senior management including two successive English Customer Service Mangers was a PR disaster for a so-called leading producer of RV vehicles.
Their business model appears to be to push as many products out the door with little or no quality control and leave the unsuspecting buyers to spend their time and money going backwards and forwards to Jayco’s repair and service agents.
In our opinion Jayco should be declared a criminal organisation.
Picked up my my 2013 Discovery, drove it 10klms to home, put up the roof, went to adjust the front insect screen and touched the tap on the draw bar with my foot. It fell off! I called Warburtons in Bundaberg and Brad Warburton just laughed and said “they all do that”.
My roof is crooked, I have had 3 air cons in 4 years as the housings rust out! Take the side cover off and look for yourself. New antenna, Awning light cuts out Channel 7 (it is illegal), I have had drawers and microwave shelf fall off and meet me at the door. I have fixed most of the stuff myself and the van is now reliable.
Oh and if you find your front boot full of water it is not coming in through the boot lid, it is coming down from the stone guard bracket above the window! The problem is fine metal screws in fibreglass/timber.
I am sure that I can answer almost all questions regarding the faults because I have had most of them! Contact me via this website if you have a problem that you cannot resolve!
Ah Jayco, That is that American company that tries to outdo Ford, Holden and Toyota in Australian mass production. Well we know what happened to the car manufacturers; to the wall!
Totally agree with Janet Rogers. A win here could mean a shakeup in the rv industry in both caravans and motohomes. Build quality is being taken here, the next thing needing looking at is TARE weights
We looked at a Jayco Discovery in Brisbane Qld. about 7 years ago had the cheque book out to pay a deposit. Commented to salesman re poor workmanship on wiring in cupboards and underneath. (I am an Electrical Fitter/Mechanic).
Salesman’s response was “What do you expect they are built by F*****g monkeys”. Put the cheque book away got a custom built Royal Flair, have towed it to the tip of the Cape, 5000K/m in Tasmania few minor problems which we were able to fix easily. I helped build it on the assembly line, the workers were very proud of their product. We would buy another one. 7 years old , probably done 50,000k/m very happy.
Jayco Optimum motorhome build No K90313 where are you.
This was the first motorhome I referred to above which was severely water damaged and which I thought would have been returned to the factory for major work when we exchanged it for another replacement lemon.
Instead the dealer nearly broke his wrists breaking off the Rego plates and putting it straight out into his yard to sell to some unexpecting buyer.
These dealers put car salemen and politicians to shame.
we have a 2010 sterling pop top 2 years ago had a major problem with the electrical wiring came apart inside the wall repairer in dubbo said it must have been put together by a 1st day apprentice Jayco did not want to know anything about it just wiped us
we own a 2010 sterling pop top had a major problem with the electric wiring 2 years ago Jayco did not want anything to do with it just completely wiped us would not have another if they gave us one
Wish I had known about the gelcoat probems with Jayco fibreglass caravans before I bought mine.
I am told the only fix is to sand back the gelcoat and have it painted again with a 2 pack,
Oh well, best think I can do is put it in on a new van. Can’t wait for a salesman to suggest I trade in in on another Jayco. Just read the adverse reviews on Jayco. Wish I had before I payed out good money for one. We live and learn.
Have a 2017 Jayco Touring Eagle camper, only fault we have had is the clips on the upper curtain rails breaking , which were promptly replace by Warburtons in Bundaberg QLD. Their towing advise at delivery of van was comprehensive, inc operation of van features. Have had no further problems up to Nov 2019
have our 3rd jayco van have had a few teething problems , putting new screws in draws,had to silicon around all outlets to dust proof, had to reglue in some areas .ect but have had other brands with some problems if you go off road you have go over all vans to re enforce and make stronger but ok for people highway driving. we like jayco backup have no problems have a optimun motor home ,love it ,no major problems had it two years now
Hi Lynne,
I am thinking of purchasing a new optimum motor home and are a bit nervous. How did yours go from new? do you still have it and have you had any trouble with it?
Please reply,
Doug