"Never rent again from Cruisin’"
These guys send us an invoice after our trip including $35 charges for LPG ...
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!
The campervan we got was the 2/3 Berth which was an older model but actually had a great setup and enough space for 2 people to move around! Everywhere we were stopping by, people looked at our camper and were impressed by the look of it.
We have driven for 3 weeks from Sydney to Cape Tribulation and we had no issues, it was actually perfect size, not too big so that wouldn't drive fast enough and not as small that can't move in it!
On our way, we also stopped by the Cruisin in Cairns and the staff was amazing and friendly, helped with any questions, tiny issues and provided with tips for the rest of our way.
On our final day, the guys gave the order to release the bond liability which was actually back in my account within a week although informed that may take up to 2 weeks. In addition, Cruisin also returned back the interest amount that my bank charged due to the transaction made!
Overall we were very happy with the campervan, the total experience and the young & friendly staff! Compared to previous experience as well as the price on others companies, our campervan was similar/better and cheaper.
A family holiday,traveling from Brisbane to Townsville with a Cruisin berth 6 a great motorhome,lots of space for the kids,very easy to drive in good condition all in all a very positive experience,would recomend to enyone.Also the price was great,we took the motorhome for a month and no problems at all.The service at Cruisin was very profesonal and frendly-great job.
Okay vehicles. Not very clean but nice but my experience with customer service was a nightmare.
When you rent from Cruisin they debit your credit card $5000. The debit appeared on our credit card the following day. We returned the van and it was agreed there was no damage. Fifteen days later we are still waiting for our $5000 back. They tell me it is over Xmas and things take longer. They tell me their accounts department takes that long to process the return of our money. They tell me it was transferred back to us 8 days ago. Why don't I believe any of that?
This is simply not good enough. There is absolutely no reason for them to continue to hold our money.
So if you want to rent from Cruisin be aware of this.
Allow a lot of waiting time on collection of your vehicle.
Inspect every aspect of your vehicle thoroughly.
We have hired the deluxe motorhome from this company at the beginning of December but there was nothing deluxe about our experience. The motorhome was not clean properly with cockroaches everywhere at night which made it very uncomfortable for the whole family. In fact we ended up staying in a hotel the last night of our holiday. Anyway save your money and either choose another company or go to a hotel. We will never repeat this experience again.
4 people, 2 adults and 2 kids, 4 and 6 years old - we had great 3 weeks on Tasmania. After som good experience in NZL begore we choose once again a 4 berth hightop camper. The choice for fixing 2 child seats has been very limited.
Demonstrating how to install the (extra charged) seats seemed to be a bigger problem for the service staff which has not been motivated at all. Same when we asked for a self containment certificate. In fact there was not any but no one could explain us whether there are limitations in Tasmania regarding using free camp spits with out type of campervan. Finally we were not allowed to use some places as grey water collection and a toilet had been required. Both is not part of the 4 berth van.
Furthermore the interior was very disappointing.
No fixings for curtains...in the morning it gets quite clear in the camper. Sink and fridge, cupboard hard to reach as hidden under overhead boards.
Bedsize very short for persons taller than180cm. Mattress won't last very long and gaps remain open after installation.
Hand rail at ceiling on co pilot side cannot be flapped in and provokes many head knock ons.
Micro wave unnessecary as available on all camping spots where power sites are available.
Service fee paid for bond... as we did not want to pay for unnessecary insurance.
Cooking in the camper often started fire alarm even when all doors were open.
Limited storage space but need for storing car hand book and so on.
Technical condition was okay. Battery lasts okay. Navi worked well.
Next time i would chose simular size but other interior design and other company.
I'll be short because of my holiday, will write more after. We return our wehicle on Monday, they said to us, the deposit 5000 dollars will be on our account in 3 day (why so long, i dont know). Now is Friday night and the money nowhere. As I said, the other expericence will I write later.