You Get No Responses and You Cant Contact Them
We had a great time with a Roadsurfer campervan, we were very happy with the service and the company. Booking Reference: 3816465191
However and I'm only writing this to try and get a response from someone, anyone, We caused some damage to the vehicle we logged this as an accident report, we didnt hear anything back until mid September (Handed back mid august) requesting over 5000 euros, which is not only over the Excess but a lot more than we were expecting.
I have politely sent emails over the last three weeks to ask why as the excess i believed was 2200 euros so over 5000 is a lot more;
The email addresses I sent too
damage,
contact,
rent,
I have received nothing back, no response at all. You cant call, you cant email.
They had already refunded our 800 Euro security deposit?
They still owe us for expenses of 300 euros following an overnight stay due to van not being available for 36 hours which I actually thought they handled really well. Again cant contact them about this either.
I am hopeful that Roadsurfer may reply to an email if they see how ridiculous this is. I cant work out if there policy is to deliberately ignore customers after they have purchased as before booking and during they were great.
Reply from roadsurfer
Dear customer,
Thank you for your feedback.
We're really glad to hear that you had a great time with your campervan and were happy with the service during your trip – that’s exactly the experience we aim to offer.
We’re truly sorry to hear about the difficulties you’ve faced in trying to follow up after your rental. Please know that it is never our intention to leave our customers without answers. We’re currently receiving a high number of inquiries, which unfortunately has led to some delays in response times, and for that we sincerely apologize.
We assure you that your case matters to us.
Thank you again for taking the time to share your experience – both the positive and the critical points. We’re always striving to improve, and your feedback helps us do exactly that.
Best regards from your roadsurfer team 🚎