Neil
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I very seldomly leave reviews but due to multiple issues and zero engagement from Goboony I felt compelled to do so and shine a light on Goboony's utter lack of customer support - after all, the best measure of us (people and businesses alike) is surely how we respond when things go wrong?.. -I initially had a motorhome hire fall through - due to an issue with the owner not having the correct insurance in place. This didn't come to light until there were a few days left until our family holiday, forcing a search to start again and plans to be changed. Maybe this couldn't have been avoided but I can't help think anything such as this should have come to light well in advance of hire commencement. Goboony engaged on this issue but were fairly dismissive. Our replacement motorhome rental with Strafford (Stephen) was littered with issues... -Gas leak around the bottle on the new motorhome - dangerous and potentially grave consequences, that required the gas to be off for the duration of the rental -No hot water - on electricity alone -Motorhome originally hired not available (due to a boiler issue) and not advised until the day of collection (when I called) -Incorrect address details for collection - compounding a hurried collection (of an alternate motorhome) During the holiday when the issues emerged, Stephen from Strafford Motorhomes was engaged but not sufficiently - to take responsibility and address the issues appropriately. Stating, “this has never happened before”, “the motorhome is new…” or suggesting I seek out a spanner to attempt repairing the gas leak were unhelpful and potentially dangerous respectively. On return from our holiday, I contacted Goboony - by email to Evandro (UK Customer Support Manager) and then via the on-line “dispute” form. I am yet to receive any response several weeks later. Needless to say, we had a terrible experience with Goboony and Strafford, certainly considering how we value/look forward to our main family holiday and the cost of it. Myself and our network of family and friends will not be using/recommending Goboony or Strafford motorhomes (again). Would be renter beware...
Response from Stephen
Hi Neil, Firstly I would say that to leave a one star review for the hire of a brand new never driven £70,000 motorhome is not really realistic. Reviews based on 1 to 5 stars are a strange concept with 1 star being maybe a 20 year old 100,000 mile smelly motorhome that smokes and keeps breaking down with leaks in the roof :) Its a shame the review system is sometimes abused in this way. I recall numerous communications during this hire beginning with very your late arrival to collect and us offering to stay on late after closing time to accommodate in every way we could. Yes we agree that once in the New Forest it would seem the gas pigtail pipe from the bottle required extra tightening which we tried to resolve in communications. All it required was you using a standard campsite gas spanner to check the tightness (very similar to a garden BBQ) but this simple 5 minute procedure was rejected. It`s quite often that during a motorhome hire the gas bottle may have to be swapped over as its important to realise motorhomes do require user input for various things like grey waste, fresh water filling and gas bottle rotations. The original motorhome intended did have a boiler malfunction but as you well know you agreed this brand new one would suit your needs. When you arrived we had already rectified the boiler which was the PCB and as this original one had a cycle rack we said this one was now ready for you and had been fully prepared but you declined and said you would now take the brand new one instead. The incorrect collection address is a mystery as here is a relevant section of the email that was sent to you on the 28/7/23 at 11.48am
Rental Details
Pick-up Location Drop-Off Location
(10:00 - 23:59) Partridge Green - Free collection point - Camelia Botnar Garden Centre, Littleworth Ln, RH13 8NA (10:00 - 23:59) Partridge Green - Free collection point - Camelia Botnar Garden Centre, Littleworth Ln, RH13 8NA
Pick-up Date & Time Drop-off Date & Time Period
04/08/2023 3:00 pm 10/08/2023 11:00 am 5 days 20 hours
We are very happy to supply you with a significantly discounted future hire and will next time insist on early arrival to collect so we can do a full one hour detailed instruction of how every last function on the motorhome works.
You may want to consider half term or Easter 2024 to get the true experience using one of our superb 2022/2023 model motorhomes.
Look forward to hearing from you so that we can hopefully receive a 5 star review next time. Thanks again - Stephen.