Beware automated service
The van was nice, however you have to know you are hiring a van from a german based company that is build to make as much money as quickly as possible. Instructions are automated. E-mails are automated and in german or badly translated by AI. Costs of réparation are not based on real costs, but on automatic calculation. Réparations are not done in reality, but you do pay thèm. As a customer you will always lose in such a business model. In the future I will go back to rent a campervan from a local company that is based on humans ;-).
Reply from roadsurfer
Dear customer,
Thank you for your feedback. We're glad to hear that you were satisfied with the van itself.
We’re sorry, however, that you felt the service behind it lacked a human touch. While we use automated systems in certain parts of the process – such as check-in, basic communication, and invoicing – this is done to create a smoother and more efficient experience for our travelers across Europe. That said, our customer service team is always available to assist personally with any concern, in several languages.
Regarding repairs: we never charge customers arbitrarily. All costs are calculated based on official repair estimates and internal procedures, and we’re happy to provide documentation upon request. Whether or not a repair is carried out immediately depends on operational priorities, but the cost is based on what would be required to restore the damage.
We're sorry that your experience led to disappointment, and we appreciate your honest feedback. We take it seriously and will continue to balance efficiency with personal service.
Best regards from your roadsurfer team 🚎