RoadsurferReviews 11

Roadsurfer was a horrible experiencie. My van broke down in the middle of the tríp. We couldnt get a solución from them. They contact de crane and left us un the middle of the street. We had to pay our hotel and the next morning we had to take care and contact a mechanic to take a view in the van cause we didnt have any answer from customer seevice.
Then they Make us drive back to Bilbao to get a new Caravan and we full up a form to evaluate if they Will pay us back allá the extra expenses. We paid the hotel, the mechanic and allá the way back to Bilbao.
We wait more than 60 days and still nothing. They don't Even answer our mensajes.

I made a booking on Sun Mar 9 at 10:16 in what I thought was Canadian dollars ( I did make the switch from Euro to Canadian on their website before booking). A payment was taken on my credit card for 1097. 85 E which was then converted to C 1761. 41@ 1.*******. I realized then that I was quoted in Euro's and not in Canadian. It therefore fell out of our budget so I cancelled the booking at 10:29,14 mins later. I was refunded 1097. 85 E but it was converted at 1.******* so I was refunded only 1648. 00 Canadian. They advertise free cancellation 60 days before the trip and I was well within that time frame so they stole 113.41C from me. After many emails with them and not having the ability to phone and talk with an actual person I would avoid this dishonest company at all costs.

This company has the worst cancellation policy I have ever dealt with. Please be warned that you have to cancel your RV no matter the reason unless you pay them for the extra traveler insurance 60 days or more in advance. There is no US number to call them at, and they are based out of Germany. I had to find a friend who spoke German to them to get them to call me. They had 51 days' notice of my cancelation due to a death and still kept all the money that I needed to pay for funeral expenses. This amounted to $2,749.60, and 50% of that I will get in a voucher I cannot use before it expires. I have exercised every available option to resolve this, and I even offered to pay a fee of a few hundred dollars to get most of my money back. If you are going to rent, rent elsewhere and triple-check their cancellation policy.

During the trip we found out that the water heater wasn't working. We made a detour to Las Vegas Roadsurfer, but the problem couldn't be solved. Without having having warm showers in the van, obviously we had a lot of extra costs - hotels etc.
After the rental - they promised us a refund of a little less than 500€ off a one month rental, that costs us more than 5000$. However, this refund turned out to be a voucher for a future rental. And so far this promised voucher is yet to arrive. Since this, we're getting once in a while an email informing us that - due to high season, it will take a little bit longer.
Other issues we had was - van wasn't cleaned inside and outside when we came to pick it up. Not fully refueled and the stressed employees just told us to bring it back the way we received it.
It took us a full day to clean the van so that it was useable - fridge, toilet, windscreen etc.
A voucher will not help us, as we will never rent again with Roadsurfer.
After a little research, we found out that our problem was miner issues compared to other people's experiences with Roadsurfer.

PRENOTAZIONE *******929: Esperienza pessima!dopo qualche km fatto con il nostro camper, la scaletta per salire sul lettino cade sul piano cottura facendo un ammaccatura, creandoci un grosso spavento durante la guida. Lo segnaliamo al nostro rientro, il responsabile dei controlli ci dice che non era colpa nostra perche' il gancio che serviva a bloccare la scala era danneggiato da prima del nostro noleggio. Risultato: ci chiedono 2500 euro per la riparazione! Siete dei folli, date dei mezzi a noleggio che NON sono neanche sicuri per chi guida, e oltre al danno la beffa! Siete Incredibili mai più la disonestà di questa compagnia è fuori dal comune

Alquilamos un vehiculo con esta compania, el dia que fuimos a recogerlos nos informan que los 2 camper del tamaño que ya habiamos pagado, tenian desperfectos. A uno no le funcionada la cama electrica y el otro tenia problemas con la bateria secundaria, pero que nos duraria unas 48 horas sin problemas.
Tambien me sugirieron comprar otro seguro addicional para el camper otros $287.00 euros
Que seguramente tendriamos que ir a un camping a conectarnos, pero que Roadsurfer correria con esos gastos de camping.
Despues de conectarnos a electriciadad por mas de 17 horas la bateria no funcionaba, no podiamos cocinar, no tenias agua caliente ni GPS.
LLamamos a Roadsurfer con muchas dificultad para conectarnos con ellos, nos dejeron que teniamos que volver a Madrid con el vehicilo (sin aguas negras, ni grises ni limpias) para cambiar el vehiculo, nos dieron uno mas pequeño que funcionaba correctamente.
Volvi a preguntar cuando me rembolsarian por los gastos extras ocacionados y me respondieron que al final del viaje.
Al final del viaje despues que entregamos en camper limpio, nos dijieron que elllos no manejan las finazas en la tienda que tenia que comunicarme con Roadsurfer para obtener mi reembolso de los gastos de gasolina, peaje y camping y por pagar por un camper grande y terminar con uno pequeño y mas incomodo.
Lo cual me disgusto mucho cuando, Ricardo quien hasta ese momento nos habia ayudado
Nos dijo que nosotros habiamos escogido el vehiculo equibocado para el viaje que queriamos hacer.
Yo le dije que el año anterior habiamos rentado con otra compania que no habiamos tenido ningun problema.
Que teniamos que contactar a ayuda al cliente y que ellos nos devolverian el dinero.
Enviamos copias de los recibos explicando todo lo ocurriodo a lo cual nos contestan con un correo automatico
Que debido a la cantidad de correos se van a demorar en contestar nuestras preguntas.
Volvi a entrar en la pagina de Roadsurfer para solicitar el reclamo y recibimos el mismo correo automatico diciendo que debido a la cantidad de correos que reciben cada dia se demoraran en responder el nuestro.
Vehiculos nuevos, poco mantenimiento o ninguno pesima atencion al cliene.

A good experience ruined.

The van was good, clean, new and just what we needed and expected.

Pickup took a while because of all the little bumps and scrapes on the van, which you might expect. We took pictures of everything - more on that below.

Handover completed and you're off with all the knowledge of the van needed - but we needed to ask for this as the handover seemed more about recording faults than setting us off.

On returning the van we were thanked for returning it all lovely and clean and tidy, but told that the cigarette lighter was missing and there was a slight mark inside one of the cupboard doors, and a blind was broken. A photo taken at pickup of the broken blind was shown to our inspector.

A dew days letter we received an email saying a charge of around £250 to repair the blind was to be taken from our deposit. We'd paid just over £1000 for a 10 day rental.

We emailed back with a photo of the damage at pickup. No reply.

We emailed back again. No reply.

We contacted them on all the emails we could find online. No reply.

Now we're just being completely ignored.

We can't find anyone to talk to. We hired a van in France but HQ for the firm is in Germany.

So we're owed £250 and are now pursuing this as a claim in a German court.

Not the memories of a surf trip you want!

We won't recommend RoadSurfer to anyone

We rented in Paris, France. The van was completely unusable by my daughter and myself (66yo), we are both shorter women. The back bed was too high for me to get into, it was up to my boobs (about 3.5 feet tall). When the top bed's ladder was in place, the bathroom door was blocked as well as the exit from the van's side door, and my 5'4" daughter was "too tall" for the upper bunk, with her toes touching the front part of the space her head hung over the edge of the bunk. The "tabletop" was "strapped" to the back bed and had to be removed and put elsewhere when sleeping. The electric step at the side door was broken. And there was no low step for easy entry at the driver's door. The rental office offered a "step stool" but then couldn't produce one for our use (which still would have been difficult in each situation and therefore not "a good solution"). We rented the van for 28 days but after 5 days realized what a colossal mistake had been made and returned it by the seventh day. This van was a major design nightmare - a very bad design. Roadsurfer has refused to refunded the remaining three weeks of rent, and has insisted that because they "offered a stool" and therefore a fix to the problems that there will be no refund. The total price was about $4000USA, and we are asking for $3000USA to be returned. Do not rent from these guys. Very unreasonable in very way. Another major problem in France were the number of roads where the camper van could not go, including parking lots to grocery stores and public parking. Finding a road with enough height clearance was tough especially in the center of towns, by older churches and historic sites.
Just rent a nice car and chia moderately priced hotel - you will be much more comfortable.

We traveled from Australia to travel Europe and Roadsurfer single handly ruined our holiday. Every customer must know that they do not have a communication line. That is a lie. They never answer and when we sent emails we finally got a response when we were back in Australia. They DO NOT service their vans. We had no hot water and had to drive to other roadsurfers to try and have them fix the van. They DO NOT pay their laundry bill, but we still paid extra to have bedsheets they did not supply. They charged us for being fully aware that their finance team have not paid contractors and they refused to give them back their laundry, We are still waiting for the refund 2 months after. All this and they do not pick up the phone that they tell you to call and do not reply to emails. Please steer clear from this company.

I rented a van that has a overheated problem engine (leak of the antifreeze liquid) after some hours of having picked up the vehicle. Even if I could managed to finish my trip, everyday I was fearing having that problem that happen twice in a very remote area in the mountains. After being answered by customer service that will take care of it, nothing was done. They propose me a reimboursement that never took place. They simply ignored my mails and let the time go by, asking ME to be patient...?¿ promising a 'geste commercial'.