Unfair to shop staff, but.....
Booked a camper from this company for a week leading up to the 3rd of July from their office in El Segundo.
The staff on pick up and drop off were mostly great. Helpful, informative, and shy of a single issue couldn't be faulted.
After 3 days in a cabin in the Sierra Nevada's we headed to Tahoe for 2 nights, and on arrival discovered we hadn't be supplied a power cable, which caused some distress in our party, due to the stress, heat, and inability to use the air conditioning.
After contacting their online portal, we were advised to buy a power cable and Roadsurfer would reimburse us. (You can see where this is going). No where in South Tahoe had the type of cable required, so we spent the whole afternoon of our only full day in Lake Tahoe driving to Carson City in Nevada to buy a power cable so we could actually comfortably sleep.
The holiday continued and we returned to El Segundo to drop off on the 3rd July. Drop off was smooth and the staff were great, saw we had obviously taken care of the vehicle, apologised for the inconvenience, and released our deposit.
It was explained to us that we had a week to submit our receipts and issues and following that week, a claim handling would take place.
The website states that claims will be processed within 8 weeks (after the 1 week), and just after the 8 weeks expired we received notice that claims were currently taking up to 10 weeks.
In between this time I contacted Roadsurfer on the only operational phone number I could find (sales of course, as you would imagine), and later received a reply - and I might be paraphrasing - along the lines of:
"Please don't contact us again, that line's for people who are trying to give us money, not get their own back. We're dealing with it, we'll contact you."
As you can see by the dates, 12 weeks have now elapsed and I'm still out of pocket, won't get my day in Lake Tahoe back, and have the image of my nearest and dearest crying through stress in my mind as I write this. At this point, I'm resigned to believe they just don't care, and I'm not going to be made whole in this experience.
They'll give some completely unsurprising reason for this - an unusually high number of comlaints or something - but is it really that unusual if this is how your aftercare is?
To the staff in El Segundo, thanks for your pleasant service, and try and not take bad experiences from customers personally. Everyone makes mistakes.
To Roadsurfer complaints and customer service, thanks for f*** all. I don't like being repeatedly lied to, and I'd expect better efficiency of German founded company. If you're getting "unusually high" numbers of complaints, maybe change your practises.
To everyone else, by all means use them, the vans are decent, the shop staff are decent, just pray nothing goes wrong and you need aftercare. If my experience is anything to go by, you won't be getting it.
Good luck!
Reply from roadsurfer
Dear Drew, Thank you for your feedback. We’re glad to hear that you had a positive experience with our team at the station and appreciated the quality of the camper. Our local staff always aim to provide a friendly and helpful handover and return process — and we’re pleased this came through clearly in your case. At the same time, we’re sorry to hear that the issue with the missing power cable caused so much stress during your trip. Even with the best preparation, occasional oversights can happen, and we understand how frustrating this must have been — especially given the extra effort you made to resolve it on your own. Regarding the processing of your reimbursement, we want to assure you that we take these matters seriously. In some cases, especially during peak travel periods, response and processing times may unfortunately take longer than usual. This is never our intention, and we understand that waiting too long for a promised refund is disappointing. Please rest assured that our claims team handles each case individually, and that delays do not mean your concern is being ignored. We appreciate your patience — and we’re continuing to work hard to improve both our service and communication throughout the entire process. Best regards from your roadsurfer team 🚎
