Ruth
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The campervan was hired to us in a dangerous and unsafe condition. Within half an hour of leaving home with it one tyre shredded and blew out on the motorway. Two other tyres were then found to be in a damaged and unsafe condition. These weren’t part of the checks carried out by the company at the time of recording imperfections / defects to the vehicle at the hire out. Company communication is however quick and they did send someone out to put the spare wheel on, and they were happy to refund our own outlay for having to pay for new tyres on the other ones. 2 entire days of our 5 day rental was ruined having to deal with these issues. On our return I complained to The Camper Co- as advised on the Goboony website to try and resolve issues with them in the first instance. They were prepared to refund us the hire amount, minus their own Goboony admin fees. I don’t see why their admin fees should be my problem.
Risposta da Katrina
Thank you for taking the time to share your feedback Ruth. We’re truly sorry for the experience you had—it’s absolutely not the standard we aim to provide, and we completely understand how upsetting and disruptive this must have been, especially on what should have been an enjoyable trip.
We take safety very seriously, and we’re deeply concerned that this happened. The tyres are part of our regular checks, but clearly, something was missed or developed unexpectedly, and for that, we sincerely apologise. We’re glad we were able to respond quickly at the time, arrange for assistance, and cover the costs of the additional tyres, but we understand that this didn’t make up for the time lost and the stress caused.
In terms of the refund, we’re sorry you feel disappointed regarding the Goboony admin fees. Unfortunately, these are third-party charges that we don’t have control over, but we do understand how frustrating that feels from your perspective. Your feedback on this is noted, and we’ll continue to raise this with the platform to try to improve how situations like this are handled in future.
We really appreciate you bringing this to our attention, and once again, we’re very sorry your experience wasn’t what it should have been.
Helen
Cassie
