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Review summary
JUCY Rentals has mixed reviews from customers. Customers particularly appreciate service and great value, though some mention concerns about customer service and expensive.
Extremely Disappointing Experience with JUCY – Safety & Hygiene Concerns Ignored
Unfortunately fell far below the standards we expected, especially having had a great experience hiring in the past.
From the outset, the vehicle presented multiple serious issues:
Rear Suspension: Constant squeaking that made us question the safety and roadworthiness of the van.
Black Mould: There were visible mould stains and patches of black mould inside the vehicle. Completely unacceptable in any rental, and downright dangerous for my partner, who has a respiratory condition and is highly sensitive to mould.
Rear Doors: Both rear doors were extremely difficult to open, adding to our frustrations.
We contacted your after-hours support line on Day 1 and requested a vehicle swap. We were not advised that this was even an option, leaving us stuck with a substandard and potentially unsafe vehicle for the entire trip.
When returning the van, we again raised our concerns and were told by your staff that we should be entitled to compensation. We’re still awaiting confirmation on this. They also mentioned that mould stains are to be expected in a vehicles in Cairns.
This experience was both disappointing and unacceptable, not just due to the condition of the vehicle, but the lack of support we received during the hire. We sincerely hope JUCY takes this feedback seriously.
We will not be hiring from JUCY again unless there is a clear improvement in vehicle maintenance, hygiene, and customer care.
The vehicles available are in a shocking and unsafe condition. We had to change vehicle halfway through our trip and only receives a measly sum in compensation.
We have since been charged for an AA call out with a dead battery. The battery had to be replaced two days after this callout. The mechanic, upon seeing the battery, highlighted that this was in fact the wrong battery for the vehicle!
Please avoid!
We put our trust in JUCY when we hired a campervan for a winter trip through New Zealand, expecting a roadworthy vehicle that could handle the harsh seasonal conditions. What we got instead was a complete disaster that nearly cost us our lives.
From day one, the van proved to be dangerously unfit for the road. We lost control multiple times on straight, de-iced roads — and it wasn’t just us. A local road worker pulled us aside to tell us flat out: this vehicle should never have been on the road. That’s not just disappointing — that’s criminal negligence.
The mechanical and structural issues were endless:
The roof leaked, soaking our bed and sleeping gear.
The hose for draining grey water was broken, leaving us stuck with stagnant waste.
The shower was completely non-functional.
Worst of all: there was a GAS LEAK. That’s not just an inconvenience — that’s a serious, potentially deadly hazard.
This wasn’t just a bad experience. It ruined our trip. We had no choice but to cut it short and return home early after what can only be described as a near-death experience. JUCY’s negligence, lack of maintenance, and disregard for customer safety is unacceptable.
Do not trust JUCY with your safety or your holiday. They clearly do not inspect or care for their vehicles properly. This company is an absolute disgrace and should be held accountable before someone actually dies.
Pros - Cheapest big company van rental (but you get what you pay for), staff are friendly, with the extra insurance check out and in very easy and quick (in hindsight too quick didn't really tell us how to make the bed etc), they paid for a replacement gasmate bbq when ours broke, you can stand up in the van
Cons - very poor build quality and space lay-out. The van is massive but they utilise the space so so poorly. No clothes storage. No bin. Gas BBQ is in a box you have to take out every time (unlike other vans we have rented where its just a pull out draw.
Bed is a massive massive faff to make everything. It involves removing a 3 part table and then rearranging loads of cushions before putting a sheet on.
Again other vans just utilise the space way way better!
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.
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.
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.
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.
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