Servere claim handling
It was our first time in renting an Auto Camper. When we arrived at Camper NRW – we had a good introduction to the Camper. During our holiday we experienced the below faults with the camper, which we claimed Camper NRW when we came back from our journey.
We walked through with the inspector where he found a tiny dent on the dining table. There was made a report which we signed. We were not told that the tiny dent on the dining table was a big issue. And we understood that when we have signed the hand over report that our business was finished.
On our flight from Dusseldorf, we receive a mail from the inspector that the tiny dent has made him obliged to order a new dining table which we have to pay for. This will cost Euro 487,01 and this amount must be paid before 14 days!! This was a chock as we thought that we were finished and that the dent was of no significant matter. This issue should in our opinion have been taken on site during the hand over.
When we were back in Denmark, we wrote a mail to Camper NRW with the things we had experienced during our vacation and told Camper NRW during the hand over, as below:
• Not being able to use the break button to help us come down mountains or sloppy hills throughout most of the rental period (not secure downhill driving)
• Not being able to open the side door throughout the whole rental period (as we were afraid to damage the door handle) – this meant that every time we locked the Auto camper, we had to crawl in from the front doors to open the camper door from the inside – this we had to do this around 70 times
• The shower handle coming out of place which made taking a shower difficult. This happened on the second day of the rental period – and caused a lot of tension so that we did not damage it more.
• The sink plug was melted as we didn’t notice that it was in the stove area. (Our responsibility)
• The bursting of the water pipe gave a lot of difficulties, as we were not able to take a shower and do personal hygiene plus not being able to wash-up in the kitchen for 2 ½ days. This gave us a lot of hassle as we had to get bottled water for washing and cleaning. This was the worst part of our holiday.
Camper NRW has not had the curtesy of replying our mail. They have left us in silence. This way of handling claims in our opinion is unprofessional and is bad service, and we will not be renting from Camper NRW ever again. We feel that we have been treated unfairly. Therefore, we give a bad recommendation here in Trustpilot.