JUCY Rentals
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Complete Jucy Let-down!
Myself and my family have been left utterly disappointed in the service we received during a long overdue family reunion (6 years in the making) in Queensland recently. We had the holiday booked for months in advance and had booked x2 THE CONDO - Hitop 4 Berth with portable toilet and solar panels (2016 interior) - 5 seatbelts at a cost of over $6000! It initially started when we were due to collect the vans from the depot at Brisbane Airport on 26th June where we were informed on arrival that both vans we booked were unavailable and instead we would be receiving an upgrade to both vans and fuel reimbursed upon return if we kept the final receipt for fuel. Whilst we acknowledge the 6 berth was indeed an upgrade, as inexperienced campers in Australia, we did not realise the inconvenience this was to cause us on our already planned and booked trip. The 6 berth meant that all powered sites we had prebooked and paid for were unsuitable as the van would not fit. This meant in some cases we had to split up as a group and rebook alternative non powered sites whilst still forgoing monies already paid for the powered sites in peak season. This left us out of pocket by $250 in cancellation fees and a further $150 on alternative sites. One night we had booked for the trip was unable to accommodate an alternative site so the entire group (3 vehicles and 11 people in total) were forced to travel further north earlier than expected in order to have somewhere to sleep for the night. The other 4 berth van (Toyota hiace) that our parents had been upgraded too was far from an upgrade and proved totally inadequate and unusable for them. A couple in their 20's would struggle to sleep comfortably in the van let alone a couple into their 60's with only approx 10 inches between head and ceiling height whilst sleeping. You needed to do a somersault to get out of it! Again, as inexperienced campers, we did not realise on collecting the alternative vehicle how this would effect the trip and this should of been foreseen by the team members when offering the 'upgrade' to people in their 60's. They physically and safely could not get into the van for sleeping so my brother gave them their camper trailer instead and in the end, could not sleep in it either so our parents moved into the 6 berth causing further inconvenience to the group. This left the van totally unused for its intended purpose. For the inconvenience of having to wait on the morning of collection, not knowing what was to lay ahead for us, we were promised reimbursement of fuel receipts for the final tank top up as an apology. Only the van that our parents had hired was marked down for this refund and the staff member on shift appeared not to care of our complaints. We sent our grievances to the Sales Director who we had booked the campers through originally and he responded with a poor offering of a significant future discount should we choose Jucy again. What good was that to us, we were let down and out of pocket now. I decided to take the matter up directly with Jucy and haven't had a reply or acknowledgement at all! We would not be recommending this company and service to anyone based on the experience and subsequent lack of service thereafter and feel our trip was a complete disappointment as a result. What should of been an unforgettable trip of a lifetime with the entire family has been ruined and Jucy couldn't care less once they got their money. 26.10.23 UPDATE Emailed Jucy as per their reply on my review above despite having reached out before with no reply, i decided to give the benefit of the doubt and surprise surprise, still no communication from them!!! Terrible customer service, actually non existent!!!!