JUCY Rentals Reviews

Fast and friendly service

Jucy does not appear to have any pride in the vehicles it hires out. On our recent trip to South Island of New Zealand we were provided with a car that had obviously been in an accident, had completed over 413000km and was unroadworthy and was well and truly ready to be retired. To start no charging ports were in our car which is something the previous Jucy camper vans we’ve hired have had and was also noted by staff at Christchurch the vehicle was missing. We were given an old vehicle that does not have the same features as the newer camper vans yet are paying the same price which does not make sense. But the main concern we noticed 4 days into our trip after something got caught in the tyres that both rear tyres had not only worn through the tread but was wearing through the steel belts. This is extremely dangerous especially in wet weather on the windy roads in New Zealand. This is something you would assume would be checked prior to a vehicle being hired out and you would assume a vehicle is roadworthy and safe to be driving. There was multiple other issues with our vehicle such as the rear bumper no longer having support and flapping in the wind, doors not opening and closing properly and trim panels falling off the back door when you closed it. We sought assistance to attempt to get a replacement vehicle as we were extremely dissatisfied with our car being unroadworthy and the other issues that were occurring on what is supposed to be a relaxing and pleasant holiday. The Jucy call centre staff were not empathetic and asked if we had fixed the problem ourselves. They were extremely difficult to deal with and asked us to take it to a local mechanic to get it fixed (eating into our honeymoon and adventuring time). When we expressed there was multiple concerns and would like a replacement vehicle they said this was very unlikely to occur. We decided to go past a Jucy branch when passing though Queenstown to see if they could assist. The staff at the branch were a lot more empathetic but again there was hesitancy in terms of giving us a replacement vehicle. Eventually after multiple calls and is going directly to the branch we got a replacement. The replacement vehicle had limited issues and would have made our honeymoon a lot more pleasant if we had been given a vehicle like this from the start. The one issue the second vehicle had was the second battery was on its way out and our fridge would not last 24 hours even after a 3 hour drive to charge it (leading to a loss of food before we realised what had happened). We have previously hired 2x jucy camper vans on our previous trip to New Zealand (North and South islands) in 2019 and one was a great car and the other also had multiple issues with door handles not opening doors, doors not closing properly and second battery not working. At this stage we assumed we had just drawn the short straw and been unlucky so gave Jucy another go but unfortunately we’ve now had 3 out of 4 cars with issues. We are extremely disappointed with Jucy and in future will be using other camper van hiring companies. We would recommend others to do the same.

You need to take care of photos of cars in dirty condition that have been reviewed online. Before booking. That was my priority concern.

On a positive note the Jucy Cruiser van was a good size for two people, ran well and was very fuel efficient. Upon pick up check the fuel level as the one we picked up was 1/3 full. Sadly on our last day the bracket that held the fuel tank to the vehicle came off. We were able to retrieve the bracket and limp into a service centre to call Jucy. We were there for 5.5hrs regularly calling Jucy to find out what was happening. The information given was not clear or accurate. At one point roadside assistance inspected the vehicle and advised it was unsafe to drive due to a cracked chassis. Even with that information Jucy sent a mechanic who patched the van and we had to then drive it (with our heart in our mouth) back to the depot and get back our accommodation in Auckland after a full day wasted in the car park of a truck stop. Due to this experience we would not recommend Jucy Campers.

Call for a free airport pickup or taxi to their location. 10 min after arrival you have a car. Super easy and straightforward. Thanks again.

From the moment we arrived at the collection point in Christchurch, it was clear that chaos reigned supreme. With no semblance of organization, customers were left to stand around aimlessly, some having waited up to five hours due to the company’s policy of waiting for vans to be returned before hastily recycling and “cleaning” and reissuing them with little preparation. This was hardly the welcome we expected after a grueling 24-hour flight from Europe. The van itself was a Pandora’s box of problems. The sink was clogged with rotten food, which we had to clear out ourselves, only to find it still drained at a snail’s pace. To add insult to injury, the gas bottle was empty, a discovery made at the most inopportune time—while trying to prepare our first meal. We emailed JUCY and although the company’s response was to reimburse us for a replacement upon receipt submission, this did little to satiate our immediate hunger. Upon attaching a receipt to the email the response from Roh who we were in contact with was “why have you emailed us a receipt?” - how about reading the email for the answer, it’s because you asked for it!!! This was the start of the extremely poor communication from the so called Customer Service team. The cooker’s ignition was a lost cause, and even when resorting to matches, only one burner remained lit. Our journey was further marred by a persistent battery warning light, leading to not just one, but two garage visits during our holiday to replace firstly the battery and then the alternator. These unplanned detours resulted in lost bookings for things we had planned for my Birthday and Wedding Anniversary which lost us over 200NZD, not to mention the exorbitant costs of another 200NZD in calls to JUCY to try and address the van’s faults. On the first occasion JUCY stated they would email us the details of a local mechanic once they had sourced one. Which is fair enough as using our mobile phones in New Zealand is extremely expensive. We heard nothing back so had no choice but to call to get the information. The rep on the phone (Malika) had the cheek to try and tell us off stating they had been trying to call us, despite saying they would respond by email knowing full well we had phones switched off and had no signal at the campsite anyway!!! Communication with the company was an exercise in futility, with nearly half of our 40 emails, primarily to a representative called Malika, going unanswered. Even our identity seemed to be of little concern, as they managed to get our name wrong multiple times. We sought some form of compensation for the myriad of issues and the failure to provide a van in suitable condition, only to be met with what seemed like a strategic silence, perhaps in hopes that we would tire and accept the subpar service. In conclusion, our experience with JUCY was nothing short of a debacle, characterized by poor service, inadequate vehicle maintenance, a lack of customer care, and lost holiday time & money. I cannot recommend this company and urge potential customers to consider alternative options for an stress-free holiday. Edit: We did finally get some compensation sorted which only just covered out financial losses. I can only hope that JUCY take on board the reviews here and put in place the necessary improvements.

The employees are concerned about their customers. They took the time to tell you about the vehicle but also help with adjustments.

Jucy Queenstown Pretty poor customer service we’ve experienced at Jucy Queenstown. There was no greeting until I mentioned we were there to pick up a van and the response was “oh OK” from the young lady behind the desk. From there, there was little to no communication, outstanding balance was x amount and we thought she was entering some more information but she was just waiting for me to hand over the card to take the payment, it was quite awkward to be honest. When you almost pay $4000NZD you expect the van to be ready with all the “extras” that you get but after inspecting the vehicle and being explained where everything was it was clear that the chairs and camp table were missing, GPS wasn’t in the car and we noticed that the right front tire was quite flat. When we pointed this out they took the van to get the tire checked and it took an extra 45min to have this replaced. Upon starting our road trip we had to adjust the rearview mirror and this just broke off, it was clear that this has happened before as the plastic mounting foot is warn to the point that it doesn’t sit on the windscreen mount anymore. Camp table is about to fall apart it’s that smashed and dodgy, only cutting knife is so blunt it’s a punish cutting your veggies with it, no extra blue chemical tablets you normally get for after emptying the toilet and GPS doesn’t have a mounting suction pad so it’s just sitting in the centre console (quite dangerous). We believe in the power of being kind, Jucy is a customer service company and when you are on holiday how nice is it to be asked where you’re going or any tips given by the rental company, there was none of this and it was disappointing to say the least.

All the process was amazing, any issue was found, Totally recommended

The watertank was almost empty and the camper very dirty when we picked it up. They forgot to provide us with our LPG key and our additional ordered campingchairs and table. The camper is also old and very basic.

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.

Everything went smooth and the car looks and drives good. I am a happy customer. Would recommend this company for sure!

great little Suzuki Swift on pickup...all going well..very economical.

Check in process disorganized

What an absolute disgrace of a rental company. The van I rented was worn out and dysfunctional in nearly every way possible (note, that I rented the biggest and most expensive van for 6 persons for 30 days, so me and my family could have a nice and stress free holiday in New Zealand). The van life with freedom-camping that we had looked forward to and paid so much money for, was quickly shattered to pieces. ‘Another day, another problem’, was the experience when renting through JUCY/star caravans. The CUSTOMER SERVICE is horrible - don’t expect helpful and friendly customer service employees - expect bad English speaking Indians. When calling for help, they often ask you to hold the line after have explained the problems, and then they hang up, so you have to start the proces all over again. (I think their strategy is to out tire the costumers, and hope they want reach out with their problems again) If they ever promise to call you back with a solution, don’t count on it. Several times they promised to call back on a specific time, not once did they live up to it. You have to reach out every single time and wait in line to get new information about your ongoing case - and of course you never reach the same person which means reexplaining the situation once again. I must say, their out tiring costumer service strategy is working. Here’s is the main problems we’ve ran into: - Our pickup of the RV was scheduled to 10 am - it was ready at 12pm - The instruction manual, is not made for the specific RV and seems outdated, so there is very limited information to get on watertanks, gas, heater and so on. You will have to figure out most of it yourself - The main door of the caravan was falling apart and had trouble closing properly (this meant a door that was flapping in the wind when driving, and sometimes opening fully) - The heater was out of order, which we depended heavily on, as we traveled south from our pickup point in Auckland. This meant really cold nights and evenings inside the caravan. - The sensor of the wastewater tank was out of order, so it always said ‘full’ - The car got handed to us without a sufficient amount of engine oil, so it ended up being our job to fill it - The valve to let of waste water broke after a couple of days (when used water couldn’t get emptied, we couldn’t use the sink and bathroom in the RV, because the wastewater tank would overflow. That meant we were forced to use established camping sites with water facilities.

Unfortunately, I waited until less than two weeks before my trip to Christchurch before attempting to book a camper van for my extended NZ trip. I tried several companies to no avail. Finally, I contacted Maya Dornig at Jucy by emailing. I was flying into Christchurch and they had no available rentals there. She was however, able to book me one in Queenstown. Although inconvenient initially, at least I would be able to carry out my plans of my long awaited trip. I felt that Maya went above and beyond in her trying to accommodate my needs in our multiple email and one over the phone exchanges and even arranged for me to pickup the fan a couple of days later to allow for travel ing Queenstown. Thank you Maya!

This is the absolute worst business model I have ever experienced. My entire group (5 campervans) all had reservations to pick up or vans at 8:30am, but when we arrived we were told the vans were being given out in a turnover basis. Meaning our "reserved" vans in fact were not ready for us, but rather were still waiting to be returned by previous customers. The previous drivers had until 3:30pm to return their vans. Then the vans had to be cleaned (we were told this was a 2 hr cleaning process) and then could be given out to us. Why on earth would they promise us vans at 8:30am fully knowing vans wouldn't even be returned until 3:30pm, and then ready for us by 5:30pm. That's terrible business. We should be given the vans returned the previous day which should be clean and ready to go by 8:30am. We were stuck waiting at the Jucy building for 7 hours until our vans were ready. That wasted an entire day of our vacation, and put us a day behind in our itinerary. Not only that, but the vans were in terrible condition. A few days into our trip, we realized the pipes under the sink were literally duck taped together. Duck taped. So all of our food that was stored in the cabinets under the sink was ruined from the water flooding out of the pipes. If enough time went on, the entire van would have flooded. Thankfully we noticed it a few days in and stopped using our sink for the rest of the trip. It was annoying to not have access to our sink anymore. We also stopped getting hot water halfway through our trip and had to take freezing cold showers in our van. Oh, and the stove tops stopped working as well. What a terrible company. Where is the quality control here.

Renting vehicles from Jucy was honestly the worst customer service experience I've ever had. We waiting 8 hours for our vans, even though we paid for that full day. Why? Because they'd given all the other vans out that were returned the day before so we were waiting on our day one of the rental for vans to be returned and then cleaned before we could take them. We arrived before they opened at 8:20am and then the last van didn't drive off the lot until about 4pm. Because I got angry (did not yell), I was threatened by two different employees that if I didn't calm down, they wouldn't be able to work with me and I wouldn't receive the last of the vans we booked (we had 5 vans booked for a group). Most of the staff were incredibly rude and unprofessional. The manager was tone deaf and 6 hours into waiting passed around chocolates and then joked about charging people for them. Once we left, half the vans did not have the correct amount (or any) towels, sheets, or blankets. Had we not demanded that someone come out and show us how to use the vehicle, they definitely would not have done a walk through. 2 days into the trip, one vehicles water pump stopped working. We had another had a pipe that broke under the sink that was being held together by duct tape and also another that had wiring sitting on the exhaust so it burned through and caused intermittent issues with the electricity. I will never work with this company again and will shout it from the rooftops just how awful they are. I would like not only an apology for being threatened, but cash back in my pocket for the hassle their staff and vehicles caused throughout the trip.

We had an excellent experience renting a camper van for 5 days with Jucy in Melbourne. We must extend a big thank you to Gaby who gave us a big and fantastic van. We had no problems with the vehicle. The staff at Jucy gave us great tips and excellent customer service, which helped us a lot. When we had to catch an onward flight at night, Jucy was adaptable and helped us with the logistics for this. Jucy can really be recommended.

Friendly and efficient, good car and thorough explanations