"Complete camping fail"
Our nightmare started the moment I turned up at the depot to pick up the va...
Our nightmare started the moment I turned up at the depot to pick up the van. The lady that served us what unashamedly rude. After we’d driven five hours to our destination with our toddler and infant we discovered the bedding was totally soaked through from a leak in the water tank. A cigarette butt then fell out of the bedding as we draped it around the van to try to dry it. The kettle constantly shorted out the electricity and it took nearly two days for a plumber to arrive to repair the crack in the water tank. Further to this the application he used required 20 hours to dry before we could use the water tank again. Customer service advised us that they new there were issues with the kettles and to buy a new $20 kettle and take the bedding to a laundromat and they would reimburse us. I thought they were joking but they actually really did want us to pack up the whole van and spend our time finding a retailer who sells $20 kettles and wait around at a laundromat for the bedding to be washed and dried with two little kids in tow. We gave up after two nights, cut our trip short and returned the van early. Nearly three weeks later I’ve still not had a response to my email complaint and will now have to take it up with the fair trade ombudsman. Definitely would not recommend Maui or any THL company.
We are just back from a trip from 6 weeks in Australia with a 3 berth camper. We started in Melbourne and ended in Cairns. We asked and made a reservation for a 2 berth and we got a 3 berth. The left rear wheel was half empty. The drain in the shower was blocked because there was a lot of dirt ( hair etc) in it. The curtain in the front could'nt close properly because a lot of pins to connect it were not there. One drawer (the bottom one) constantly flew open with a big bang when the vehicle made a turn. I had to fix it with an empty coca cola can. The GPS took sometimes 15 minutes before it was connected and when it was it sent us the wrong way. So our trip could have been a lot better. Because 2 years ago we had the same camper from Maui and that one was alright. We picked it up in Melbourne. There was absolutely not enough explenation. We returned it in Cairns and told them this story. They could'nt believe this situation. Oh and I almost forgot to say that the sink and the shower smelled terrible. We had to put a bag with sand in the sink to stop the smell. In Cairns they gave us a $ 100 discount but that is absolutely not in proportion with which we had to deal during this trip. The right backlight of the car was fixed with tape. (1NN2EQ was our registration number)
Overall, we had a fantastic time travelling with the camper from Adelaide to Sydney, meandering for ten days from the outback to the Murray to the sea, going through South Australia, Victoria and NSW. The majority of it was great. It drove well and comfortably fit us and all our stuff. The customer service in Adelaide was fantastic. However the guy who “served “ us in Sydney was very rude, aggressive and abrupt (to the point that I felt compelled to stop him and say what I thought - to which he was even more rude and argumentative). He was even a bit misogynistic, speaking to my husband under his breath after I’d confronted him (my husband also found him to be abrupt and rude). I asked him his name, and it was a foreign name starting with B but he refused to clearly spell it out. This guy seriously needs some training or investigation because he was downright horrible to deal with.
The van, though Adelaide Maui claimed it was new, had some issues. The sliding door on the side came undone during driving (with or without bumps) triggering the warning system, though it never opened fully. The passenger front glove box also came open often (with or without bumps) and the contents would then keep falling out. The plug for the kitchen sink was too large so it could not be used to hold water. The Tom Tom navigator they gave us was not up to date, so we ended up putting it away and using our mobile phones instead.
We had a great time in our Maui. Everything I needed was there so very happy. 1 cable seemed to drop out of place but my friend just put it back where it needed to be and everything was fine. Other than that I was very happy. I would use Maui again,
We loved the trip and the camper, but the initial introduction to the van at the Melbourne office was lacking. She failed to show how to set up bed and we did it wrong most of the trip leading to uncomfortable sleeps. Also, the awning that I paid extra for was for a different vehicle and didn't work - so we had to go without it. Also we weren't shown how to get the water cap off which caused some problems, but we eventually worked it out.
On the up side we are promised a refund on the awning and we were not charged for the medical kit even though we took the plastic wrap off to potentially use in an emergency situation, but in the end wasn't needed and wasn't used at all.
The camper itself was perfect though and had no mechanical or liveability issue.
Overall I would recommend Maui.
I would be very cautious in hiring a camper van form Maui as we did in Brisbane we hired the camper van from the 5th October till 31st October 2016. We were suppose to pick up the camper van at 15:30 so we arrived at the site at 14:35 we then introduced ourselves and after a 20 minute wait we proceeded with the formality of filling in the necessary forms and telling me that I had to watch a video regarding the use of the camper van, with the various toing and froing of the salesman we were dealing with (Darren) he then ask me if I would contact the TAG dept. in issuing the Tag for toll payment which would be necessary if one was going to use the toll roads, so using the assistants telephone I contacted the tag dept. and organised the tag to be registered with the vehicle I was going to hire, I had just put the phone down when Darren came out and said that the van that he had prepared for me was not suitable due to it had chips on the windscreen so he would have to arrange for me to have another van he then said I would have to ring the TAG dept. again to arrange the tag to be registered with the replacement van because of the different number plate which I reluctantly did, by the time the camper van appeared on the forecourt the time was approaching 16:30 Darren then proceeded to speedily show me round the camper van with very little detail he also was noting on a chart any damage that was already on the van, I pointed out a couple of chips and scuffs that he had not noted which he then noted on his chart, he then gave us the option to have a spare bedding pack which we accepted at this point I mentioned that he had wanted me to watch a video concerning the various workings in and around the camper van he said there was not time now as I have now shown you round the van, I could see he was in a hurry as the assistant was leaving to go home. I would liked to have asked him more about the camper van but it was rush hour traffic by now and was eager to go to my camp site which was the Newmarket Gardens caravan park about 10 km away. I now proceeded on my way and arrived at the site, I had not been there long when the camper behind me noticed that I had a rear offside tyre that was a bit low on air he offered to check it with his tyre gauge which showed it was approx. 15 psi low on air, seeing I was staying at this site for 4 nights I would keep a close eye on the state of the tyre, I started to connect the hose which would supply me with clean water in to the van and to my surprise the plastic connector was the wrong diameter, for the next 4 days I had to ask a neighbouring camper if I could borrow his connector, I contacted the Maui helpline dept. who stated that I could purchase one and keep the receipt and I would be reimbursed at the end of my journey in Melbourne, I then started to unfold the collapsable chairs they were grubby and very well used and the cup holders were non existant as for the awning it was not as advertised it was a square section of tarpaulin which you had to thread through a channel at the top of the van and 3 telescopic pole to support the end with guide ropes to secure poles as opposed to a sliding mechanism which you pulled out from the side of van. The first evening we started to get the bedding out of the plastic bag and noticed a large stain and a solid lump of an unknown substance around the stain on one of the unopened bags of bedding, I took a photograph of the unopened bag for future reference. By this time I was beginning to regret hiring the camper from Maui. We continued on our holiday stopping off to purchase the right connector for the water hose until we got to Coffs harbour where the tyre by now was not safe to drive I contacted the Maui helpline again stating that I had a deflated rear offside tyre and that it had been going down ever since I had picked the camper up from your Brisbane depot I also mentioned the bedding stain, he noted these incidents but said due to the fact that I only had minimum insurance cover I would have to cover the cost of the repair of the tyre myself, I now had to make a decision to change the wheel my self or pay for someone to come and replace and repair the tyre, I decided to change the wheel myself , once the deflated tyre was off I noticed a bolt head protruding from the tyre this was obviously the cause of the problem and in my opinion had been in the tyre when the camper van was issued to me, due to the huge confusion at the Brisbane depot regarding the changing of the van from day one I concluded that this was a hastily arranged camper van for me to use. I now had to find a company that could repair the tyre, the first company said they would have a look at the tyre to see what could be done the manager stated that the 25mm x 6mm bolt was removed and that the tyre had in fact had 2 internal ruptures and could not be repaired, seeing that I had only been driving the camper van on standard roadways I found it inconceivable that a tyre could have sustained such damage on normal roadways, the manager said he had not got a replacement tyre to give me and that there was a company not far away that might be able to help me. I eventually arrived at Tyreright Coffs Harbour where upon I explained the story of the deflated tyre to the manger, he managed to find a good second hand replacement but said he could not charge me for the tyre as he would be liable for any unfortunate incident that could occur in the tyre, I then contacted Maui helpline once more to discuss the situation regarding the replacement tyre by now I was regretting the holiday of a life time and handed the phone over to the manager of Tyreright he had a discussion with the Maui helpline dept. stating that it was a poor show on Maui treating a customer like this for which I was truly grateful, by this time 5 hours had past from the start of our day and I had already booked a camp site the day before so I had to be there before they closed. Needless to say rest of my journey onto Melbourne was trouble free. On arriving at the Maui Melbourne depot to return the camper van which was totally cleaned inside undamaged full of LPG gas and diesel fuel I tried explained the whole sorry saga to the salesman who then went out to inspect the camper van on returning he gave me an old pair of glasses that I had left on the dashboard which I thanked him for he then said that the fuel gauge was not directly over the full gauge, strange because I filled the tank until I could not get any more in after I left the last site which was the Big 4 holiday park Melbourne which from the filling station could have been no more than 20km away, I was really taken by surprise by the way I was treated by the whole Maui camper van hiring experience, the sales person could see I was stressed by now and decided that he would compensate me by refunding me 340 dollars which at the time seemed reasonable but on reflection could not compensate me for the stress, energy and time wasted on all of the failings of Maui camper van hire. Be very wary hiring from this company
As a foot note If it had not been for the efficiency and generosity of the manager of Tyreright at Coffs harbour our journey would have been costly and more time consuming than it was.
Had a ball on our 9 day trip from Queensland to Melbourne. Facilities were brilliant and staff great. No complaints.
We have used Mauiover a period of 10 years, the last couple of years the motorhomes have been grubby, I even had plates covered with someones breakfast, stained seats which we have to sleep on, yuk. Perth where we hire them from have no interest, as they already have your money in advance.It usually takes as least two days to disinfect and clean these motorhomes. Beware.
Good choice of campervans – clean and tidy and generally good company to deal with.
Good service/good vehicles. Almost no time to wait when I took the campervan, but expensive.
New campervan – only 6000kms. Goes well. Our only issue is the table isn’t constructed well.
Brand new, clean campervan. We had a slight problem and they sorted it straight away. Great.
Renting a MauiCampervan for the weekend was a great experience.
I arrived early to get the best time for customer service at the branch, and all aspects of the contract were explained clearly and easy to understand. We rushed through the process to get going quicker, and this was ok as a DVD show through was provided in the van.
We were given a Mercedes 6 berth with only 14,000kms on it and in new condition. It was wonderfull to drive with more than enough power to get up the hills, and I felt that the van was superior to most other transport on the road. All linen, crockery and utensils were provided in the van, so all we had to do was buy DVDs, food and pack our clothing. The only difficult part was negotiating round abouts, however I drove slowly and focused more on the driving experience.
Returning the van was easy, with a simple check in, and pleasant customer service. Even though the van mirror was damaged at the Camp ground, I was covered by the insurance and I did not need to pay extra.
I would recommend Maui Campervans, and we are planning our next trip soon.
Nice clean model van. Good handover and introduction.
Generally good, however a few niggles. ie. fridge in poor condition – freezer not working. Problems with sink-blocked. Details on internet not totally correct.
Send the c.d out to the agent to pass on to the tourist, for beginners to much info to take in especially when tired and jet lagged.
We are only three days into our 15 day rental buy our experience to date is very good.
Too rushed at pick-up. We had to steer check of inventory, rather than Maui(as it should of been) several important items were missing. Our van battery has been a problem; responded well when we called for help.
Clear and valid information about all car relevant issues.
Satisfied with service to date. Motorhome spirit a bit dated and obviously well use . No means of playing music other than with CD – Avx on radio, no where to plug in Ipod