JUCY Rentals
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WE DEFINITELY DO NOT RECOMMEND!
WE DEFINITELY DO NOT RECOMMEND! Our JUCY Coaster was a disaster. At pickup in Cairns, features like the grey water and fresh water were not shown to us so we had no idea both containers leaked. Actually, we tried calling JUCY customer service from the first night on because the grey water container leaked and the grey water was all over the car's floor. Our entire belongings were wet and dirty from the grey water which was a really disgusting situation. In addition, we found out the mattresses and the car ceiling were full with mold, entirely dirty. Also, there were ants in the car. We cleaned the entire car after finding out about the ants and they still kept appearing underneath the "kitchen". Moreover, the fresh water hose was leaking, leading to water puddles next to the kitchen. The fresh water hose could only be used with full pressure, making it useless for the "kitchen" in the van because it spashed everything due to missing pressure adjustment options. The fridge was full with rust, really disgusting and not even clean. We had to clean it before use. Also, the steering wheel was shaking when driving 100 km/h which is an acceptable speed on Australian highways. With these issues, we tried calling JUCY from the first night on (April 25th) and waited for hours just to be kicked out of the customer service line without being connected to an agent. On May 2nd we succeeded after days and days of calling the customer service hotline. The agent told us to speak to the JUCY staff at the drop-off location in Sydney and that we will get a refund at the drop-off location in Sydney. This was the e-mail we received from the customer service agent: "Hi M******, Thank you for bringing to our attention the issues you have encountered with your Jucy vehicle. We sincerely apologize for the inconvenience and frustration caused by these concerns. Rest assured, providing a seamless and enjoyable journey for our customers is our utmost priority, and we regret that your experience fell short of expectations. We have taken note of the following issues you reported: Leak in the fresh water hose - noticed on 01/05 Grey water container leaks - noticed on 01/05 Steering wheel shakes when speeding - noticed on 01/05 Ceiling mold from day 1 Unclean mattresses with mold from day 1 We understand your reluctance to visit a workshop or Jucy branch to address these matters directly. However, to ensure the best possible resolution, we kindly request that you allow our branch to assess the vehicle upon drop-off. This will enable us to thoroughly evaluate the issues and provide appropriate compensation for the inconvenience experienced. While we may not be able to offer compensation immediately off-road, rest assured that our team will diligently assess the situation and strive to offer fair compensation upon inspection of the vehicle. Please contact us if you have any further questions, we are happy to help. Kind Regards, Malika Contact Center on Road Support JUCY Group (2020) Ltd – jucy.com Talk to me direct: NZ: 0800 399 736 AU: 1800 150 850 UK: 0800 559 3292 DE: 0800 181 7169 NL: 0800 020 3516 International Number: +64 9 929 2462" When arriving at the drop-off location in Sydney, the JUCY staff told us that we were told incorrect information and it is not possible to receive a refund at the drop-off. They told us no mechanic and no manager was on-site to handle the issue and have a look at the car. However, the staff member confirmed all of the issues we reported to be true and stated that she would let customer service know we had such a bad experience. She told us we must react to the customer feedback e-mail in order to receive the refund. She promised that managers will read this text and that we would receive a refund. Until this day (may 27th), we have not heard back from JUCY and are very disappointed. We definitely want and expect a refund because our experience with the JUCY Coaster was really really bad. WE DEFINITELY DO NOT RECOMMEND!!