"Terrible Service and Faulty Van"
Terrible service – advise anyone considering renting to look elsewhere H...
Terrible service – advise anyone considering renting to look elsewhere
Hired the new VW campervan with a plan to wild camp up in the highlands for a long weekend. However on our first night we found out that there was a fault with the van and that the leisure battery had no charge despite driving for the last 4 hours. This meant no lights and no heating or cooking equipment.
I phoned Rockin’ Vans who, after having me trying to investigate under the bonnet in the pouring rain for 20 minutes advised me that in the morning we would have to go to the nearest city (Inverness) to have the battery replaced. We spent the first night relying on our head torches in the cold.
In the morning however they called back and said that the battery was in fact working (despite no-one having looked at it or having no more information than before) and that instead of going to a garage that I should go to a campsite to charge the battery overnight. I voiced my disappointment as we were wanting to wild camp all weekend and were not planning to go to campsites, and concern that if the issue wasn’t solved we’d be hundreds of miles from Inverness and on a Sunday and far less likely to get it fixed. We were however again told that we would have to go to a campsite regardless and that this would definitely fix it.
That night, as instructed, we went to a campsite and plugged in however as feared this didn’t fix the issue. We told Rockin’ straight away however received no further contact from them meaning we were stuck with the faulty van for the rest of the weekend, staying at campsites we didn’t want to stay at and paying for them out of our own pocket.
Also, after having paid £50 extra to have the van dropped off and collected in Glasgow, no-one showed to collect the van. Eventually after calling the head office a member of staff had to drive from the Kilmarnock to come collect it more than an hour later, leaving me late for work.
I complained to Rockin’ Vans to get the money back for the campsites and to discuss my disappointment with their service but as yet I am yet to receive any refund for the campsites or for the cost of the van and have now had no responses for more than a month despite many emails and phone calls.
Not sure if I’ll ever see my money again but advise anyone considering renting with them to stay well clear and book someone else…
Shocking service from start to finish.. having booked and paid for an early collection mid January for our hire in mid April, we were surprised to receive an email 3 days prior to going to holiday, stating that we couldn't collect it until noon without explanation, meaning we had to wait around the airport for 3 additional hours before starting our holiday.
Once at the depot, the staff were clueless and despite the van being "cleaned", it was covered in crumbs and had an absolutely awful smell. We waited a further 30 mins for it to be "cleaned" again however the smell lurked for over a day - pretty disgusting despite the additional pink chemicals!
At our first destination stop, we realised the back door lock was faulty meaning all our belongings were insecure. It took several phone calls and a waste of a further 1.5 hrs to rectify this issue as several staff members who took the call and promised to call back - didn't.
There was no kitchen sink plug - only discovered at the time of needing to wash up. Very inconvenient especially when widl camping in Scotland, no where near a shop and on a tight water supply. We had to schedule in a hard ware shop stop to purchase one the following day.
Pretty much all the blinds in the van were ripped or broken meaning they were especially difficult to pull down or keep down.
There was no real handover from a staff member about the van, there was no manual or insurance form in the van and when a fuse was blown we didn't even know where to look which resulted in more time on the phone to the office.
All in all a shambles and a very disappointing start to our holiday. We have tried to "live chat" with Rockin Vans about these issues but as soon as they know it's a complaint, they hang up. A letter of complaint has been sent and acknowledge on 23.4. with a promise to reply within 7 days. There has been no reply, even though this has been chased. Website looks glossy, the service certainly isn't!
I love Rockin Vans! They helped us from start to finish with our trip. The camper we rented was awesome, super high end luxury feel with everything that you could need. Kitchen was well equipped and bed was really comfortable. The vehicle itself was only 3 months old and drove fantastically. It was our first time heading to Scotland so they helped us plan our route around, and told us about places we would have never found otherwise. Brilliant company and an amazing trip! Thanks guys!
My partner and I spent one week driving around Scotland in December of last year in one of Rockin Vans VW camper vans. The trip was absolutely magical from start to finish. With great advice on where to go and what to do at that time of year from the rental staff at Rockin Vans, our trip was a success from the start. We got a really comprehensive handover on pick up of the van at the Kilmarnock depot and were given a brand new VW camper van complete with every mod-con you could think of from heated seats to the latest sat-nav and control panel showing the level of charge in the car battery, leisure battery and amount of fresh water in our water tank.
Scotland, although pretty freezing was like an untouched, deserted fairytale land. Initially a bit concerned about how cold it would be, we were pleasantly surprised at how cosy our camper was. Once the heating was on, the campervan heated up within 5 minutes and with additional heat from us cooking it stayed super cosy for hours.
Only major mishap was getting a flat tyre on a rough road up north. Luckily for us, we were not far from a pub so while we waited for Rockin Vans AA to arrive we went for some pub grub and game of darts.
Really happy with the experience and customer service and would recommend to anyone looking for a slightly alternative holiday away from the business of normal life. Also, seeing remote parts of Scotland in the Winter is completely different and with hardly any other people about we had the views to ourselves!
Thank - you Rockin Vans!
Jessi & Brayden
Here is the list of things not working in our Rockin Vans camper. We discovered this after arriving at our first camping site the first day we got the van, but 400Km away from their office so too late to exchange. I sent them several emails describing all the issues not working and they NEVER once replied!
Front Right hand mirror side tuning light not working
The grey water tank open/close handle is missing!!! Very hard to open/close the drain just by pulling on the rod ! I nearly have to lay flat on the road to open/close the drain and then I get splashed by the dirty grey water.
Rear left brake red light not working
gas burners: 1 out of 3 is working. the other 2 do not stay on after releasing the knob, even after pressing the knob 30 seconds
The oven is not working, cannot ignite the gas. Gas switch is on.
Impossible to do proper cooking with a single burner !!! Basically we can boil water for tea but have to go to restaurants every days.
you provided only one level ramp so pretty useless to try to level the camper van for the night
The rear left storage compartment door cannot be opened so only one side access to storage, not practical at all
the heating system is hard to start every day because the switch against the window (to prevent the heating to work with window open) is not working well. I have to press the switch by hand first and then quickly press it against the closed window for it to start.
The gas door cannot be locked using key.
The rear left storage compartment : only one turn knob can be locked using key, the other one doesn’t stay locked.
TV: 0 ATV and 0 DTV channels found. Basically cannot watch anything.
Most of the sofa cushions have the velcro pad either ripped off of too hold to work anymore. So the cushions move forward when we sit and we have to keep pushing them back.
The heating combi system is very dirty. the air entrance door (under the sofa, inside the compartment) is full of dust. The compartment itself is very dirty, with even a book, medicine tables, game cards, etc. lying in the combi heating compartment! Did you ever clean your vans ?
When we first opened to drawers to look for knifes and forks, we noticed that the cutlery were very dirty, sticky and greasy. We started by washing what we needed before being able to use anything.