Nita Sheehan

Nita Sheehan

Member since Invalid Date
1
Review
1.0
1 out of 5 stars
Average rating

Reviews by Nita Sheehan

JU

JUCY Rentals

View company profile →

1 out of 5 stars

Terrible experience with van(s) and shocking customer service

Myself and my partner rented a camper from Jucy in Brisbane with the intention of driving from there to Melbourne over the course of 2 weeks. 4 days in to this experience, we discovered that the roof top tent of the van was covered in mould, black and white, which was so bad that it could in fact be seem from the outside of the tent. I emailed off road support explaining what was going on and attached all the pictures that I had taken of the tent and after a number of email exchanges back and forth and a call to the off road support phone number, we were told to go to the Sydney branch to see what could be done. When we arrived, we were told that we would be given a new vehicle in exchange for the one we currently had. Having been told this, we were then told that the same model of vehicle we has was no longer available and that we were going to be given an upgrade, free of charge, but we would have to wait a few hours before we could pick it up. Fine with this, we agreed but also said that we would be seeking financial compensation for the issues that we had faced. We were then told that we would have to return to the off road support team to have that handled. I sent an email to the off road support team, using the same thread that we had been using with our original complaint, and explained the situation. However, between our leaving of the Sydney branch that afternoon at around 4:30 pm and receiving an email offering an insulting refund amount at 9:30pm that evening (on a Friday), we discovered the upgraded van that we received in Sydney had dirty tissues, empty plastic water bottles and a broken pair of sunglasses, even after we waited for the van to be cleaned. On top of this, there were cockroaches. Cockroaches crawling out from under seats and from the cupboards in the kitchen area which got into our food. We responded to the email that we received on Saturday morning at 8:50am, updating the off road support team as to our situation, attaching a multitude of images of the rubbish and cockroaches. From Saturday morning, until Tuesday afternoon, when we dropped our van to the Jucy branch in Melbourne, we had zero communication. When we dropped off the van, we asked to speak to a manager, who was very nice and sympathetic towards our issues. She then proceeded to tell us that in order to have any forward movement with regards to our complaints, we would need to contact an entirely different email, Feedback, in order to have our complaints heard. We got the correct email address and were told that we would have a response within 24-48 hours. I sent our email, attaching screenshots of all communication we had with the off road team and explained what was happening. This email was sent at nearly 2:30pm on Tuesday afternoon. I sent a followup email yesterday afternoon, Friday, at midday, having had zero response. And here we are, on Saturday afternoon, at nearly 4pm, coming up on 2 weeks since our original complaint with basically no communication or help with regards to our issues. I have now attempted contact with any communication channels available, including messaging the Instagram page. We are absolutely disgusted by the level of customer service and lack of communication that we have received. We had been so looking forward to this trip, having been seeing such fantastic things about Jucy. But we are sorely disappointed. We won’t ever be using this service again, and the friends and family who we know have been considering renting a van from this company, we have now warned against.