Mel Brittle
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North Island ▷ Auckland Region ▷ Auckland ▷
Escape Campervan Rentals
0.5/5
Sadly our experience of escape rentals was most disappointing.
The condition we received the van in was completely unacceptable with the following faults: ripped and stained cushions, broken passenger window that slipped through the door and unable to be used or closed fully, broken AC, holes and rust inside the sleeping area, unusable stove, rubber seal had come away from both side doors and prevented the door closing fully. We were not offered another van on finding these faults, and on return of the van we were told that this was below their usual standard and would be offered a partial refund, however there has been no reply in over a week from the manager. These are high use vans and there is an expected wear and tear but this was unacceptable condition and it fell short compared to similarly priced competitors, which I've booked with in the past.
Kia Ora Mel and thanks for the review... We’d like to respond as follows: 1.You chose not to use our 24 hour Roadside Assistance service during your hire which would have remedied these issues in a matter of minutes. It’s therefore difficult for us to provide compensation or address issues if we’re not given the opportunity to fix the problem in the first instance.
2. Despite this, we still agreed to a refund which you accepted and we processed immediately. I’m not sure what else you were expecting further? 3. It appears the A/C was not broken, the stove was tested and working when it departed our depot and the rubber seals were all in place when you left. Not sure what has occurred here but again, all of this would have been addressed via our on-the-road service 4. We constantly check our pricing to ensure we are competitive and our records confirm we were considerably cheaper than our primary competitors for travel during this time. 5. We don’t misrepresent ourselves and the age and condition of our vans is accurately detailed on our website. It’s worth noting you chose to book one of our cheaper (older) standard vans and perhaps one of our newer self-contained vehicles may have been more suitable.
We have many positive reviews and happy hirers but it’s obvious Escape wasn't for you and I’m sorry about that. We wish you all the best with your future travels.
Cheers
Jolly Roger
Terry Wakefield