Tourism Holdings
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CONSISTENT VAN MALFUNCTION + HOSTILE…
CONSISTENT VAN MALFUNCTION + HOSTILE STAFF. (13 Manu Tapu Auckland Airport Branch). Had a deeply unsatisfactory experience with a motorhome rental from THL - Britz on January 3-6 2025. The incidents that transpired during our rental period not only disrupted our travel plans but also raised serious concerns about the safety and reliability of their vehicles, as well as the professionalism of their staff. Our issues began immediately after picking up the vehicle. Upon entering the motorway where vehicles’ average speed are supposedly 100kph, the dashboard went haywire with multiple warning errors such as: engine failure, transmission warning light, and the vehicle entered low power mode, limiting speed to 50 kph. Aside from long wait for pick up, we had to wait another 2 hours for maintenance to fix the van. We were assured the vehicle was roadworthy, but over the next three days, the same issue recurred MULTIPLE times, leaving us stranded in remote areas and dependent on roadside assistance. Each intervention provided only temporary relief, as the underlying mechanical faults remained unresolved. This not only caused significant delays but also compelled us to cancel planned activities and reservation charges out of safety concerns. Compounding our frustration was the treatment we received upon returning the motorhome on January 6. Of course the van broke down again on our way home and we had to wait for road assistance. We were worried we won't make it back on time to drop off deadline so we raised our concern again to THL assistance. Despite notifying THL roadside assistance team of our delayed arrival due to yet another breakdown (and with THL assistance assuring us that Auckland office was informed), we were met with hostility and unfounded accusations by an employee, Daisy, at the Auckland drop-off site. Without us evening getting off the van and with her meeting us for the first time, she storms at us shouting that we are late and will charge us delayed fees. Quoting some of her verbal harassments (shouting at us): “I don’t care if that’s what happened. Customer service is based in Australia and they are work from home. They don’t know what’s going on in this branch. You have 30 seconds to get your things and leave before the gate closes!" ---As if we are not paying customers who just experienced a series of van malfunctions and road safety issues. Her unprofessional and aggressive behavior was both distressing and unacceptable. Despite her other members defending us with documents of what we experienced, she was not apologetic at all and just adamant that we leave because "their employee shuttle is leaving already and she can't do anything for us anymore." I hope this doesn't ever happen to anyone. SO DO NOT EVER BOOK HERE. WASTE OF MONEY AND UNPROFESSIONAL STAFF.