"Worst customer support experience ever!"
We had a problem while on the road and the jucy customer support left us co...
We had a problem while on the road and the jucy customer support left us completely hanging and on our own, leaving us stuck at one place for 5 days and losing almost 1/3 of our trip while ultimately charging us an estimated amount for solving the problem without being able to present any prove for those costs! This company apparently doesn’t know that they are renting to people on their holiday, they just want to get your money and don’t care about your experience. Even if we wouldn't have had these problems on the road I would not recommend renting at their company. Because of our problems we experienced two different models of their fleet. The compass and the cabana. To be honest, the compass looks great but is rather impractible and not really thought-through - it is, in fact, quite small for how big it is. The cabana is a great vehicle and offers lots of space although it looks so small. Nevertheless both vehicles were overdue their service-dates and the cabana had a major damage on the rear fender (it started "blowing away" while driving) so we had to fix this also while already being short on time due to the incompetence of Jucy. The staff at pick-up and drop-off was unwelcoming and not motivated. There wasn't enough staff there to keep up with the customers and we had to wait at both occasions. We got a different compass from the one we booked (one with a tent on the roof instead of a pod), were only shown a short video to describe the features of the van and sent off without the GPS device we had reserved - so we had to get back. I have rented at another rental company in 2017 therefore I know good service and how much time other companies invest before sending you off with a vehicle on difficult NZ-roads. So, please don’t rent at Jucy.
Growing up in New Zealand I always thought Jucy Campervans would be amazing, the bright green vans are everywhere and everyone seems to enjoy them. For us, camping with a Jucy Compass Campervan was not this case. When we arrived to pick up our van we weren’t greeted, 3 employees continued to chat amongst themselves about their personal life and one stood up and announced he was going for a “durrie” (cigarette). One of the employees finally decided to look up our reservation. After a good 20 minutes we sat there waiting for her to work out how to do her job. The lady mentioned that because we had booked “Stress Free Insurance” we would get the camping chairs for free! Lovely we thought, until she had seen we already pre-paid so the free add on chairs were out of the question now... it took her a further 20 minutes to work out if we had paid in full for the whole campervan or if we had a remaining balance, in which she had to ask another 2 employees to help her. We were then asked to wait outside for another 20 minutes until the lady drove our campervan around from the back and began to give us a very uneducated, uninformative description about how the campervan worked and it’s features - none of which she had any idea about what she was talking about. If English was my second language I would struggle to understand this process with Jucy and the way their employees act. After a near 1.5 hour delay we were finally on the road to begin our road trip. A 7 hour drive later we arrived and figured our how the features of the van worked by ourselves. We discovered 1 camping chair broken, the van speakers were blown and the secondary battery didn’t work so we had no refrigeration. On return of the vehicle no form of a sorry or discount was even offered to amend this annoying and last time experience with Jucy. On top of that, the social media manager of Jucy “Lucy” replies to questions online but is rude and unhelpful.
All round we had a great time in the JUCY chaser but there are definite aspects of the campervan that need to be looked at. Firstly as soon as we got into the van, still in the JUCY car park at the airport the glass on top of the cooker smashed from being lightly touched and appeared to be popping and breaking itself, the JUCY staff were apologetic and did their best in the situation (one of them said that this had happened a few times before) and they did their best to clear the glass but in subsequent days we continued to find smashed glass on the floor. Our radio didn’t work which was SUPER annoying, the table was wonky and not stable which led to regular spillages. We didn’t use the loo but did use the shower a few times even though it only seemed to emit cold water which was also disappointing, we mainly used it as a storage area for our bags as there was little space for 3 people. The storage below the sofa was awkward to use as the wooden slat falls into the storage area most times that you try to open it. The fridge, even when locked often flew open whilst driving which was very frustrating. The beds are quite easy to assemble each night once you work out how to do it. In terms of driving, the campervan works well considering it’s weight and limited power. Although there was quite a bit to complain about we still had a great time.
The short version - There are lots of campervan companies in New Zealand. Don’t use Jucy. I saw a lot of Britz campervan vans on the road. Maybe they’re worth a look.
Pro - The Condo campervan didn’t break down on us.
Cons - 1) It wasn’t equipped with its “standard” space heater. Jucy’s call service was worthless. They couldn’t even tell me if the heater was a stand alone unit (it was). When I e-nailed, Jucy’s recommendation was for us to “buy one.” (I made a pit stop by a different Jucy location, and forced them to give me one.). 2) We paid for Jucy to request and pay for the interisland ferry between the North and South Islands of New Zealand. We then received a lecture from a ferry terminal employee, because the Condo’s dimensions were submitted to them wrong (vehicle length impacts how many vehicles they can carry). The Jucy employee had indicated that the campervan was 2 meters long (the Condo is about 5 meters long). 3) It was not clearly communicated to me that Jucy only receives campervans during regular business hours (e.g., 8 am to 5 pm). I had an early morning international flight. Without after hours checkin - I had to return it a day early. Good news - Jucy charged me for the last day, wouldn’t allow me to transfer that night to one of their Snooze locations, AND I still had to pay for a hotel. 4) Jucy’s fleet is old, and maintenance is mediocre at best. (Our breaks sounded gravely, which made us uncomfortable on some New Zealand roads. It took the kitchen sink over night to drain about an inch of water, so we couldn’t cook in the camper.)
JUST DONT GO WITH JUCY! We booked and paied for a campervan weeks in advance. We got the car in Auckland today before 9am. After a 2h drive, the car just broke. Now it’s 9pm, we are still stucked, with no car and no solution. We lost the whole day and are about to lose another one because nobody in the 24h jucy service knows anything. They put us in a hotel and did not tell us what to do or what to expect. Honestly they could not care less about their costumers.
I think the problem doesn't come from JUCY but from HIT THE ROAD. Be careful if you decide to rent a Campervan from this website. I had a huge problem, when we arrived the first day to take the Campervan, there was no booking at all !!! Even if Hit the road had already taken all my payment...!!
So we lost one day of driving and we had to bring forward a lot of activities... And you can imagine that the time is precious in NZ because you can't drive very fast....
Soyez vigilant si vous réservez avec HIT THE ROAD, Ils m'ont débités la totalité de la réservation et la mauvaise surprise quand nous sommes arrivés, c'est qu'il n'y avait aucune réservation à notre nom !!!! Donc obligés de rebrousser chemin avec nos bagages, prendre une nuit d'hôtel et attendre le lendemain pour avoir notre van.... Bref une journée de perdue et sur 11 jours en NZ, ça fait beaucoup car vous ne pouvez pas rouler à 100km/h !!!
Arrive to pick up our van on time and we were there for almost 3 hours. Roof rack we had pre-booked was not installed and they had no staff available to do it. We ended up installing it ourselves. No vehicle walk through. I asked how to use the stove and when they went to show me they found out it was broken. So had to wait to have it replaced. Then even after we prebooked with GPS and wifi tablet they tried to give us just the GPS. No instruction on how to use it. 3/4 of the snaps for the curtains were broken so not very private and no sleeping in. Key fab to lock doors was broken so we had to lock doors every time from drivers side. Van was dirty inside especially on ceiling. When we returned the van we complained and were told they couldn't do anything for us because we picked up the van in Auckland and were dropping it off in Christchurch. So they submitted a complaint through their system. It's now been almost 3 weeks since we left NZ and haven't heard anything from them. I even emailed 3 more times. Do not rent from Jucy. I heard so many other customers complaining about things when we dropped off the van. At least we were not the only ones!
We chose JUCY as it was the most cost effective for what we were looking for (self-contained with shower and toilet) The campervan was everything we needed and it drove really well. We had a few issues with the GPS and WIFI along the way but their customer service was good and they gave us a refund on that part of our rental. I am giving them an 8 instead of a 10 because the look of the campervan is really tacky.
Jucy is definitely an Editor's Choice brand. They have been so successful in their march to world domination for a reason - customer satisfaction. The campervans are unique and so is their brand. Keep them in mind when you are comparing companies and quotes.
My partner and I hired a Jucy Van in New Zealand from Christchurch. We got the comprehensive insurance on the van, so our attitude to any challenge we faced was "It's ok, it's a rental." We were covered for just about anything as long as long as we didn't roll the van. We highly recommend getting this 'all smiles' coverage because it also protects you from some of the hidden fees you won't know about unless you read the fine print.
The van got us where we needed to go, but it was sluggish. There was something wrong with the transmission as it wouldn't stay in a low gear to climb hills, which are plentiful in the land of the long white cloud. Despite our problems with the ol' girl, she got better with age, and by the end of the trip she was roaring up hills. We don't know why it was so poor at the beginning of the trip.
The inside of the van has everything for you to be self contained, but all the items take up space. There wasn't much room to store our skis, so they ended up sitting in the shower and toilet area, which we didn't use much as they're everywhere in NZ! Not much room to swing a cat around in the van, but for the price, it was fine. It get's a thumbs up from me.
Overall, the van did the job. Maybe hire something if you have more than two people, or you're planning to sit in the van heaps. We were always out and about, so it didn't phase us too much. The best thing about the van was seeing other jucy vans with people just as excited as we were to be driving around having the time of our lives. The apollo folk were not as fun.