Stuart
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*** DO NOT RECOMMEND*** This was to be our first experience going on a motorhome holiday. My wife, 2 children, myself and Labrador decided to hire this motorhome based on the reviews. On meeting the owner she explained how everything worked and chatted a lot about the cost of repairs needed and how expensive they were going to be. She pointed out a damaged tail light due to an accident with the previous hire and also showed us lots of surface scratches to the paint work. We took pictures of all the damage around the van thinking that would be enough to cover us. General driving experience was disappointing as it was an older van with heavy steering over longer journeys. The automatic jumped out of gear twice, leading me to quickly switch to manual on a motorway, which can be a shock on a busy road. The fridge door was broken on pick up and the owner got us to send pictures so she could get a quote to fix it and made a point of telling us what the cost to fix it was. The back window had a leak when it rained which left the sleeping area at the back completely soaked where my son and I had to sleep. We told the owner this on return but she not appear to be interested and just said ‘The seal needs replaced.’ I am also not sure why all the previous scratches not been fixed. The few scratches we have been accused of cost us £150. I completely disagree with this assessment, and the price to fix. We were extremely careful with the motorhome as it was our first time and we kept to motorways and parked away from other cars and vans at services. We did not cause any damage to this vehicle I was also disappointed that even post hire, we were accused to have broken levelling ramps, this is not true as we did not even use them as all our pitches were level. Goboony was no use in helping either, they didn’t seem to be bothered to deal with it and just sided with the owner as the pictures where hard to prove one scratch from another, they just closed the case. No appeal, no review, nothing. Would not use again. I do not recommend this van and will avoid using Goboony, poor customer experience ,all round. Be very careful If you do book take lots of pictures, video even of both inside and outside and check everything works.
Response from Marta
It seems unfair to blame everyone and everything for the fact that you have to pay for the scratches that have been made. Allow me to explain how Goboony works.
When picking up the camper, we must fill out a form specifying all damages inside and outside the motorhome. Subsequently, we need to take photos of them and the entire camper. Both parties keep records to ensure that we can identify any differences upon return if necessary.
On the day of return, we continue the inspection of the motorhome. If I find something, I always check the photos first to ensure it's something new. And this time, it was indeed the case. You scratched the passenger door, side door, and the wall. There was a previous dent on the wall, so I didn't charge for this repair.
A complaint is then sent to Goboony, including photos and an invoice for the repair. If you reject your claim, I must send photos confirming the condition of the camper on the day of pickup. It takes a lot of effort to ensure I'm covered.
Therefore, please don't blame Goboony; they are always fair. They carefully review the evidence to ensure they are on the right side. If they are uncertain about the scratches, they try to negotiate between the renter and the owner.
Yes, unfortunately, we have scratches and dents on the rear bumper, and the passenger-side wall has been scratched. Unfortunately, we didn't have enough time between rentals to fix them. I always try to keep the motorhome in great condition to the best of my ability. You mentioned the problem with the gears. We had it checked in the garage, and everything seems fine. Nobody complained. It's a large van, and it can be demanding to drive and park, but it is in great condition for its age and is very reliable.
The fridge worked fine, but the door lock was broken. We need to replace the doors. I was asked to take a picture of the door to ensure I ordered the right one without damaging them. Yes, I mentioned the cost of replacing them because I was shocked at how much it costs.
As for the leaky window, I'm very sorry, but I don't remember you mentioning it during the trip or on the day you returned. I check all my messages, and there was nothing.
It seems like you're bringing up all these issues now that I mentioned the scratches. Everything was fine before, and you had a great holiday!
There was no fee charged for the ramps, but you didn't mention them either. Yes, I always ask renters to take as many photos and videos as possible.
Trust me, it's not my intention to blame you for something you didn't do. I don't think I deserve this negative opinion."
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