Bad web service and dreadful customer service

First, be clear that this is not a motorhome hire company (and nor do they claim to be), but one that links you with private owners and then facilitates payment. As such, their website is highly inaccurate as it is down to the owners to update which they don't 50% of the time (from my experience.) They have no mechanism for ensuring information is accurate and therefore generally, it isn't. The commentary states that you get instant confirmation of booking- this is not correct. They have to call the owner and see. I booked a van and a week later was told it wasn't available (as the owner stated they would only lease it for 7 nights.) eventually they found another van 100 miles away. Two weeks later, after paying in full and having it confirmed with the owner, the owner realized they had made a mistake and it wasn't available. I was then offered a third van 200 miles away which I accepted as it was getting close to the holiday and I had run out of options. Motorhome group didn't seem to care that this was now at the other end of the country. Finally, the motorhome group called 4 days before the weekend to say that this van was no longer available. When I asked what they were going to do about it, the manager was disinterested and said that given the difficulty finding other vans, there wasn't going to be an alternative- I.e. my holiday was cancelled. I looked on their website and found lots of vans available and so, between me and the helpful agent (as opposed to the manager) we found an alternative. Unfortunately this alternative cost a lot more, which they expected me to pay (unlike every other service industry where if there is a mistake you don't charge the customer extra!) I made the clear case that their terms and conditions state that they will offer an alternative if cancelled, but the manager stated that they are offering an alternative 'but the alternative costs £500 more.) Throughout the whole thing I have found the customer service awful. They did not seem to care that people's holidays were based around this, they just consider themselves an Internet site. Lazy at best, arrogant at worst. I would not recommend anyone use this service.

Tom Sayer - 22/08/2013 | report this review