"REVISIT CUSTOMER SERVICE SYSTEMS"
PROS: 6-berth Mercedes, VG steering. Comfy and roomy for all our XXXXL bo...
6-berth Mercedes, VG steering.
Comfy and roomy for all our XXXXL body size, even shower/toilet cubicle somewhat.
Strong camping chairs.
Poor system management illustrated at pick up and drop off. Queues. Health & safety strike hazard with moving vehicles, and pedestrians moving in and around vehicles, especially children.
Inability to engage professionally with the customer. Relying on the THL APP to provide the customer service role.
No THL APP video that covers the operation of all the front dash board and driver side steering features.
No interior check of the vehicle carried out at pick & drop off.
Windscreen damage should be included in basic insurance cover.
Keep left sticker worn. Better to have on steering wheel.
No instant 0800 HELPLINE or ROADSIDE ASSIST number. Sticker on sun visor or glove compartment.
Reversing camera not very clear.
Tables behind driver seat banging and sliding. (reported on drop off)
Velcro strips worn away. (reported on drop off)
Awning mouldy. (reported on drop off)
Sloppy customer service hasn't put us off repeat road trips, just know what to expect at the branch.
Really nice people. However the collection process leaves a lot to be desired.
Almost an hour wait at the airport after having been advised it would be 5 minutes. The driver wasn’t aware of the names of their third party booking company. So advised us just to wait. 3 shuttles slater and he realised our booking
Company was in fact with Britz!!
So that had a ripple effect. Upon arriving at the Christchurch Britz depot where the numbers waiting was extensive!
To add there was no evident order for check in. Advise was to Just find a table (of which all were taken) have a coffee, wait and someone will come see you!!!
Well that was another long wait!!
Britz pride themselves in being the biggest motorhome rental company in New Zealand. But in my opinion they have grown beyond their means and are presently unable to effectively manage the administrative processes associated with that growth! Which Affords a Really unfortunate initial experience to holidaying in New Zealand’s beautiful South Island.
Sorry Britz but you need to pick up your game!
We rented a Britz campervan for 18 days in December 2019 and January 2020. It took over 3 hours to be given our campervan. The condition of the vehicle was appalling. The fridge didn't work, the main house door to the vehicle fell off on Christmas Day, the hinges came away from the body of the vehicle. We were asked to drive 5 hours back to Auckland to get the vehicle fixed because all the regional repair centres closed on 20th December for their Christmas Holidays. Who runs a company for tourists over the holidays without any service support! The campervan was a heap of rubbish!
Hi Andy, We are very sorry to read of your experience. Please contact [email protected] so that we can review your booking and address the issues with the pickup branch. Thanks a lot, your Britz team
We rented a 4-Berth Maui for our recent three-week trip. There were two of us, and I can't imagine having four people in there, but I guess it's technically possible. After speaking on the phone with a booking representative, I chose to spend the extra money to go with Maui brand, because we were told they were newer models, and quite frankly I didn't want to be stuck broken down on the side of the road with an older model. WELL, we don't feel like we got what we paid for AT ALL when it comes to quality or service, and we paid a LOT compared to lower cost models/companies. First of all, the service at pickup and drop off was terrible. The rep who was supposed to give us detailed explanations of how to use everything in the RV acted rushed, like she had better places to be. At one point, she actually SAID "I don't have time to show you that!" The RV was well equipped, but it was extremely noisy with pots and pans rattling around - we had to put paper towels between them all to reduce the annoying noise; the microwave mount was broken, so the oven kept sliding out and making horrible ratting noises as we drove - for the last two days we were afraid it was going to come crashing onto the floor at may times. The roof hatch flap was broken, so we couldn't open it for air ventilation, and somewhere on the roof there was a leak, so when it rained (which is did a lot while we were there), water would come with a heavy flow down onto the counter and got our bed wet - we had to resort to keeping towels up on the counter the whole time. And the worst part was we had a dead house battery the first time we tried to freedom camp without power hookup - we called the help line, and they told us we had to take it to a service center four hours out of our way the next day - which of course burned an entire day of our trip for us. We loved our trip to NZ and would certainly recommend it to anyone, but I could never in good faith recommend Britz or Maui, as I found their product and service to be strongly lacking for the money paid.
This was my first Britz rental and my forth camper rental in Aus/NZ. The Auckland pick-up and return depot was very clean and nice, and all transaction went smoothly. The 4 berth camper was perfect for a couple. The Vehicle had 74,000 K, was clean and mechanically sound, with good tight steering. The included Kitchen and bedding amenities were nice. Britz was a little more expensive than the competitors, but I was satisfied with the value we received. You can rent cheaper vans, but Britz does seem to be better. I hate to repeat a cliche, but you get what you pay for.
Nice performence of Maui Campervan
I love using campervan and this is my new experience using campervan.. thx to Maui for the services..
I rent a van with the to do a road trip through the south island and they were very helpful and all was really easy. Even they have transfer from and to the airport for free. I would choose again the company.
We had a horrible experience with Britz. We traveled to New Zealand for our honeymoon last September. We chose a fully self-contained vehicle for comfort, the ability to freedom camp, and for a medical reason. Our self-contained vehicle was anything but self-contained. Our toilet malfunctioned twice during our trip, causing us to miss a tour to replace the toilet. The waste water tank, which was suppose to be empty upon vehicle pick-up, was FULL - something we did not know until our shower overflowed the night we rented the vehicle. The gauge for the waste water tank was broken, which is probably why they did not bother to check that the tank was empty when renting out the vehicle to us. We were also given a waste water tank that had a clog, so we were never able to fully empty it - another possibility for why we were given a full waste water tank, and this required us to refill our tank everyday. Other issues were: 1) our remote for the van inconsistently worked; 2) our space heater did not work; 3) we were never given an adapter to fit our water hose.
Importantly, all of these issues, and most importantly the clogged waste water tank, faulty waste water gauge, and toilet canister leak, prevented us from freedom camping and caused a lot of stress and anxiety surrounding the medical issue. This added a large cost to our trip that we did not budget for. We of course complained to Britz, and the customer service has been TERRIBLE. We were not allowed to speak to someone in person after returning our van, and for the past 2 months, we have been sending emails back and forth with their customer service group. We correspond with someone different each time, and each time, we have to repeat our list of issues because they lack communication. They still fail to offer us adequate reimbursement for our nightmare.
They were good
We just completed a 3wk trip through Nth and Sth Island of NZ, which was beautiful, however the service from Britz was not. (Britz is part of THL, which includes Maui and Mighty)
We went in to pick up the van from Christchurch and the house battery wasn’t charged. We may have needed to free camp on the first night, so I asked if I could get another vehicle. “No” was the simple response.
When we got to our destination, about 3 hours drive away, and I plugged the power cord in to the van, a very audible alarm started going off. After about 20mins hunting for the source of the problem we discovered that the battery charger was not working. This was clearly obvious by the “error” message showing on the LED display on the charger itself. After several shut downs, and attempts to re-boot the system, we decided to phone Britz.
After 5 phone calls, in which I had to go over everything again each time, we were advised that we had to drive back to Christchurch the following day to have it swapped out. This resulted in us losing at least a day from our trip, additional fuel, and a lot of inconvenience.
Now if this had have happened on day 2, 3, or any other of the following days I would have been OK, as sometimes things break down, however someone at the Christchurch depot would have plugged that van in and then ignored the alarm. It was able to be heard from outside the closed van.
When I asked the supervisor at Christchurch what they would provide by way of compensation I was advised that I would have to take it up with the Auckland office when I dropped the vehicle off at the end of the trip. I said I wasn’t happy with that as it wasn’t their error that caused the problem, however they wouldn’t offer any other option.
Consequently we also had problems with the drainage not working properly on the kitchen sink, and a leaking fridge. We decided to put up with those, rather than lose any more time.
As you can imagine, Auckland weren’t happy that they had to deal with it, and they offered me a $200 refund. This is on a $4800 hire. I managed to get them up to $250, however the attitude from the manager wasn’t acceptable. Nor was the amount offered.
I don’t care which branch was responsible. I am a customer of Britz and they should have dealt with me as such.
We are definitely going back to NZ. We will definitely not be using the THL group of companies.
the vehicle itself is large and convenient. te main issue is a very unpleasant service from the THL team in Queenstown and in Christchurch.