"Avoid this company if you do not want waste your time and your money !!"
August 2019. We have been back from Australia after using the services of ...
We have been back from Australia after using the services of Cruisin Motorhomes. We will no longer use them because of their disastrous after-sales service, and because they are thieves.
Indeed, we had to have two motorhomes (fiat ducato) in ten days due to defects, breakdowns and products not present in the vehicle while we had paid for it.
The first motorhome rented in Melbourne was defective after 4 days of use: gasoline leak in the tank. This failure having been discovered a Sunday morning in Canberra (around 8 am), we could only be repaired on Monday afternoon around 3.30 pm. At first, they said, we will have a replacement vehicle around midday, after around 1 pm. After, no informations about their driver and he finally arrived at 3.30 pm...
On Sunday, this company did not want to help us because it is Sunday ... I specify that we paid for insurance 24 hours a day; 7/7. So if you want to lose your time, take Cruisin !
When the second vehicle is finally here (vehicle from Sydney), we immediately detected a strong smell of gas. Nobody wanted to hear or smell.
To be sure, after a few hours in the vehicle, we stopped at a volunteer fire prevention center that confirmed there was a gas leak, even though it was cut off. The volunteer assumes a problem of tightness at the level of the bottle or the regulator.
We also had no GPS (it is also a paid service). Cruisin tells us to buy our own GPS for a maximum of $ 150. This one could be refunded when we return the vehicle.
The greywater tank was not emptied.
The clean water tank has not been filled.
The full electricity was not done.
The fridge was not working because of the gas problem.
There was no hot water.
A few days after using the second vehicle, a warning light appears. It said we have to control the engine. We had a loss of speed, we can not accelerate. We have regularly to stop the engine of the vehicle, waiting several minutes to be able to leave again.
The contact was made again with Cruisin who does not know what we are talking about ... Permanent stress to the idea that the vehicle stops in the middle of our journey.
It is clear that we were forced to take this vehicle because the service did not want to provide other means of transport.
Do not count on them for a discount.
We also had to pay $ 250 for vehicle travel because the breakdown on the first vehicle would be our fault ...
And of course, no proof, just the bill to pay at the end.
This company is only able to cash the money but not find a solution.
Avoid this company as much as possible if you do not want to waste time and money!
The first vehicle was a 6 berth, very clean, lovely linen both the towels and bedding. We had a small problem with the water pump which was quickly taken care of by the Hobart office. Second vehicle which was a Sandpiper, once again very clean, lovely linen. Very easy to live in for the 16 days that we had it. We have hired motorhomes/campers from most of the big providers in Australia, over the years we have put together a tool kit to take care of the things that always seemed to happen, ( doors falling off, screws coming undone, and once a bed that fell apart), not once did we need our kit in Crusins' vehicle. Also apart from the waterpump problem everything else worked as it should which is another bonus, not having to replace electric jugs or toasters. All the equipment plates/cups/cutlery/was of good quality even a really sharp knife to cut tomatoes etc.and a decent vegetable peeler. The small things make a big difference. So thank you Crusin' I know which company we will stay with.
Excellent value for money. The vehicle performed well and was surprising economical on fuel. Both my wife and I are in our sixties, so we took a small plastic step stool to help climb into bed at night.
We travelled from Sydney to Longreach, across to Rockhampton and then back down the Coast to Sydney in comfort and would thoroughly recommend Cruisin Motor homes to any prospective traveller. Our experience was friendly, helpful staff, reliable comfortable vehicle!
Interior quality was great but the engine had serious problems and was unable to go faster than 80km for any more than 15 minutes as the engine would overheat.
The company also charged me an admin fee twice on returning to the UK. Despite proactively reaching out to advise me of this, they have failed after several weeks to refund it.
Had an issue on the first night, no interior light, no water pump, air con. They took it the next day and repaired . No offer of a discount
Can’t level it out if ground is a bit uneven
Didn’t show you around it much as was quite busy
Good on fuel
The best experience ever to see Australia . Van was perfect for two very economical.
We rented a 4 berth seeker and were upgraded to a deluxe 6 berth when we picked it up in Melbourne. They were busy when we arrived (3 pick ups going on) but they kept everything moving and we were out on the road within 30 minutes. They were great with information and called ahead to a caravan park to get us a spot as unbeknownst to us we had arrived on a long weekend and most places were already booked. The Motorhome had 23000 km on it and was in fantastic shape. My husband had no problems driving it and we were very pleased with all the amenities. There were only 2 of us but since we were in it for 3 weeks we really enjoyed having some room to move around. We only free camped one night but had no issues being without power hookup. The unit was fully equipped with bedding towels and everything we needed to cook. There was a heat wave happening when we got up around Brisbane and the air conditioning worked great. When we dropped it off in Brisbane they were very helpful again and called us a taxi. The Motorhome was a diesel and for the 5000kms we drove we spent just over 500 dollars. We bought extra insurance(not with company) I looked at every company and they were all very comparable with how they charged for deposits. I booked through Motorhome republic and was pleased with customer service and would have no problem booking with them again. In regards to the 5000 bond they require I just put an extra 5 grand on our MasterCard and didn’t have to pay any interest. It took them the 10 days to refund the bond which makes sense so they could make sure we hadn’t broken anything or missed paying tolls or something. It was a wonderful experience and I would recommend it to anybody.
I have rented a lot cars for 20 years (I am 43), and I have never written a bad review before now! If it had not been for that we got actually got a campervan from this company, I would have called this a scam. Our Booking confirmation for 9 days said a total price of 895 AUD, but after all the charges, surcharges and way to little money back on the bond, the REAL total price was 1359 AUD. When I pointed this out in several email with proof that they overcharged me by 464 AUD, they said its not their problem. So PLEASE stay away! They are also located far from airport, so you will also have to pay taxi both ways (Tasmania), and there are several other car rentals very close to the airport I will chose next time. NEVER AGAIN!
These guys send us an invoice after our trip including $35 charges for LPG bottle refill although I replaced both bottles already withbfull ones before returning the car. Just tried it ... Also charges us $55 for a toll infringement admin fee that you have to accept as Terms and Conditions when signing your contract. Theybwill charge you for every toll notice an additional $55 admin processing fee. Total rip off and again just milking you. Car had an issue and a faulty water pump leaving us with no water for 5 days as no service available over 5 days to help fix the problem. Ah - and of course no refund or rental deduction for this one ...
Our experience was not great! It took over an hour after arrival at the depot to be handed the keys to our campervan (there were only 3 families at reception and 2 customer service reps). There is no pick up from hobart airport, so you need to grab a cab to take you there - which isn't too far $7 uber ride. When we refused the fully comprehensive insurance (which was an extra $65 per day ($650 for the duration of our hire!) we had no option but for Crusin to take a $5,000 bond AND have to pay a $100 admin fee!!! When we challenged the customer service rep we were appalled by the attitude - "I'm only doing my job" "you ticked the T&Cs" "write to customer services". We were then presented with a printed set of the T&Cs. Under section 'Financial Obligations' there is no mention of a $100 admin fee for taking a $5,000 bond off your credit card! You have to search for that further on under the 'Bond' section - so beware when making price comparisons with other companies!! On returning the van, we had to call and email repeatedly to get a refund our our $5,000 bond (which is not just a hold on your card, but an actual purchase). After 3 phone calls and 4 emails we received an email to say that "there was a problem with your card, please call the office" - further delays! Apparently their booking system only holds credit card information for 3 months after you make the initial booking. So if you do decide to book with them, make sure they have your credit card details stored to avoid any delays The van itself was fine, beds were uncomfortable, but you get used to it! Its a bit of a converted tradie van (4 berth hi-top) but did the job and like everywhere else EXTREMELY overpriced for that time of year (christmas school hols).
After leaving the agency on day one, the first stop, the camper would not start. I called the company and was told I would get a call back. No one called. I fixed it myself. This continued for 4 days and had to continued to have the same problem and the company would not bring another unit. Friday night arrived in Sydney and had the same problem. Thinking because it was a large city I would get help. No. They told me there was nothing they could do until Monday. Do yourself a favor. If you are thinking about using this company DON'T.
We are so disappointed with this company. We have been told we are liable for damage we did not incur during our rental - it is basically our word against Crusin' motorhomes. Unfortunately, they win as we signed the condition report, we did not notice the minor damage on one of the accessories until a couple of days into our trip. In good faith we took pictures immediately and emailed them through. This is not good enough for Cruisin', and they have deemed us liable.
We have travel insurance thank god, but please please people take CLOSE UP pictures of every accessory if you can because if they see an opportunity to charge you - they will.
Crusin' are holding onto a deposit of $5000 of our money until they get a cost for the minor repair, they are unable to state how long this process will take. It has now been 10 days. The $5000 deposit is ‘mandatory’ and you are charged a non-refundable $100 transaction fee unless you upgrade to Cruisin’s dodgy insurance package (which has way too many stipulations and loop holes). The advertised price on the Cruisin’ website does not include the $100 transaction fee for the deposit. This company breaks Australian Consumer Law, and we are in the process of reporting this company to the ACCC.
Crusin’ have recently been fined by the ACCC for charging excessive credit card fees to customers. Wish we had done our research!
On a positive note, the Sandpiper was a nice vehicle and we enjoyed our holiday. Just wish that Cruisin could be more ethical and lawful in their practices - not cool to hang on to people's money with NO customer service or communication whatsoever. WE have engaged every point of contact with Cruisin’ and are met with vague- varying answers regarding the return of OUR money.
The customer service don't reply. We have not heard anything about our 5000AUD bond yet and we returned the car a week ago.
They keep telling us that they will send our mesage to another department and then we never hear anything.
Hobart office. Shocking customer service. Electrical faults with van. Wrongfully charged me for damage caused by previous customer. Attempted to wrongfully charge me to replace damaged awning ($1250) they later admitted caused by previous customer. Day 1: Booked van broke down. Had to wait 3.5 hours for another van to be (rushed) prepared. Was sent off at 6:15pm without ANY instruction on how to hook up van (or anything). Staff member had to go do paperwork, told me to watch video when I got there. Drove into first ever caravan park in the dark. No idea how to open side hatches to access power cable. Wasted an hour while children hungry for dinner. Used camp kitchen. Day 2: wasted 30 mins calling Cruisin trying to isolate why electric hot plate didn’t work. Unresolved. Used camp kitchen. Night 2: wasted an hour trying to isolate why internal electrics not working . Included moving the van in the dark to another site. Cruisin adamant the issue was with caravan park, their vans ‘never have electrical issues.’ Day 3:(In total lost 5 hours due to problems) Left Park 2 hours late as had to charge all devices in camp kithen. Caravan park management (rightly) argued the electrical issues were not with them. Abandoned plans to free camp as van had not been charged. Arrived at new caravan park. Internal electrics still not working. Wasted 2 hours, called Cruisin, (message) waited 1.5 hours for return call. Cruisin wanted me to stay at caravan Park for one hour til local electrician could get there. Seriously. No! Was finally taking my kids for a walk in Bay of Fires - cut walk short and ended up driving to electrician’s workshop. One hour later most of electrics working thanks to strung up extension cable(!) Had to prepare dinner with electrician lying across floor. Hungry children again ate dinner late. Fed up with all issues . Returned the campervan one day early. On return was accused of causing paint scuff to awning, and charged damage administration fee. (they later admitted was previous customer). Do not trust them!!! take your own pictures of the entire campervan before driving it away!!! One week later got an invoice for $1250 for replacement of damaged awning! They had to admit damage was caused by previous customer and not charge. Our trip was planned for months, and long looked-forward to. Thanks to all the time wasted trying to work out problems with the van, we missed out on major highlights of the trip - didn’t get to Wineglass Bay, kids didn’t get to see fairy penguins in Bichenot and all soul-crushing phone calls to the Cruisin helpline instead if enjoying our holiday. Several people we met along the way had van breakdowns and other issues with Cruisin. I heard very good things about Apollo campervan here. Would go with them next time.
Booked a specific vehicle. Was advised by competitor (when checking prices) that this vehicle was not available in Cairns. Sought and got an assurance from the company I was dealing with that it was available.
On arriving for pickup, sure enough, different vehicle. On questioning this, the Cruisin staff member confirmed "we never have that in Cairns". They took my booking knowing full well we were not going to get the requested vehicle. That is dishonest trading.
They say it's an "upgrade" like they have done me a favour.
Had they been honest I would have chosen s company that had a vehicle to suit our needs.
Condition of vehicle was spotlessly clean. Broken rear fender. 2 pot drawers that fall out, had to take them out when travelling.
Check in and check out were really fast for me but we did pick up early. The van we had was great, the best we have had in Australia and we have had a few. The price was good compared to others we have used.
We hired a 6 berth campervan at the end of September. From the Brisbane depot. The office was really busy when we arrived with people checking in and out and the staff were a bit run off their feet but still smiling.
We had to watch a comprehensive video before we drove off where we picked up some useful info.
The camper was spotlessly clean, great to drive on the open road and it felt quite new so no significant rattles and no mechanical issues either.
Because we hired it during shoulder season, the rates were very reasonable.
BEWARE of third party insurance companies selling you cover if you’re not booking directly on the Cruisin website. You will have insurance options when you collect it (and not pay twice like we did).
Hired from Sydney. Service was very poor. Took over two hours to arrange the hire. Only one staff member with multiple customers. Some local staff had a poor command of English which made communications difficult.
Sandpiper is very cramped and bed height was an issue for us. Toilet /shower compartment is small. Television did not work - even after assistance from company could not tune in stations.
Mechanically vehicle performed well.
picked up my campervan in cairns within minutes, got an upgrade to an absolut perfect camper. wish i could have kept it. had the best 3 weeks in australia with this absolutely amazing camper. staff is also friendly and uncomplicated. (the only thing, that i could suggest to improve, is that there is a management fee of 100$ that was not really clear stated when i booked the camper. this fee should be included in the rental price so the comparison of the vans actually make sense...). thanks a lot to cruisin for everything!
We had a perfect Trip with the van of No Worries! We can definitely recommend it!