Star RV Motorhome Hire - Melbourne レビュー 3

Hired Polaris 6 berth from Melbourne branch for 10 nights. First day on unpowered site noticed 2 gas bottles one completely empty, one full. Fridge had an awful smell and kept error out called the phone number provided and they made us reset worked but then switched off, reset multiple times but still error, food went off and fridge smelt. Hot water heated for few seconds then would also error, reset same thing. Gas was connected as stove worked. Operator said nearest place for us to go to is Melbourne we were now in South Australia also no technician could come out to us as was public holiday. We moved to another site with power, fridge worked but aircon kept blowing cold air and it was cold so we needed heater, followed all videos but no luck so it was really cold. Only thing worked was fridge and shower using power. Sent email and no response.

The 2.5 star reviews seem to prove my point with our recent rental through Juicy / Star RV. What a shame, this company is absolutely disgraceful, and how it's still in operations is beyond me.

This is our 3rd year hiring a vehicle through Star RV/Juicy, and all prior years have had issues with the vehicles. Their depot managers offer no sort of remedy, apologies or even a partial refund for the inconveniences caused... What a disgusting company - there definitely needs to be some sort of ACCC investigation into Star RV and Juicy.

To make a long story short, there was a huge list of issues with our recent hire through them. We picked up our vehicle on Wednesday 5th March, and was suppose to be dropped off on the 12th of March. We started our travels on the 6th of March.

Firstly, we requested an Iveco campervan after the issues we had last year, as advised by their depot staff - which we ensured to confirm via email weeks prior to pickup. When we went to pickup the vehicle, of course they hadn't reserved our Iveco, and gave us, yet again, a Mercedes 6 Berth Campervan.

We had booked our rental MONTHS in advance, at least 6 months prior. They had plenty of time to ensure the vehicle was ready for our collection, and to our surprise, they didn't have a CLEAN vehicle ready for us... How is that possible?

After waiting at the depot for nearly an hour, I had to push them and informed them that I had a Drs appointment scheduled which I urgently needed to attend. After a lot of fluffing around, they finally offered me a vehicle, though advised the exterior was dirty - I happily accepted this offer as I presumed that it was only the exterior that was dirty, as clarified with their depot staff. They did offer me a small refund of $190 (ish), out of our $2200+ rental, and called it a "Dirty Getaway".

To further crunch the crux of the issues: 1. Buckled floors throughout the entire campervan. 2. Toilet cassette broken, the puck that separates the toilet and the interior was broken, meaning the entire campervan smelt of human feces. 3. Gas was leaking, smelt throughout the campervan. 4. Smoke alarm kept going off by itself for no reason, had to uninstall and remove battery. 5. Mold on the pull down window shade adjacent to the sink/above the front bed. 6. No toilet chemicals were provided, even though I clarified this and told them we had issues last year with not being provided toilet chemicals. 7. Fridge stinks like mildew, as if it has never been cleaned out. Even if they just chuck an ozone generator in it for a few hours, that would've fixed it. 8. Called their CS on Saturday at 9am, was told I'd receive a call back, never did. Had to call again today, Monday, demanding a refund.

They are refusing a refund, and keep putting the blame on the customer. I am now at a point where I have to send them a legal notice of intent to proceed with a court hearing through VCAT. It is disgusting it has to get to this point, though again, their low rating proves that this company continues to operate outside of the Australian Consumer Law.

Stay away at all cost. Rip off and fraudulent.

We rented the Polaris 6, their premium model.
Upon pickup we noticed it to be in terrible condition, outdated with broken parts. Throughout the drive more issues popped up. Door kept opening mid-drive on the highway, aircon failed in 40 degrees heat, constant alarm sounds.
The team repeatedly told us they would work on a solution and get back to us. They deliberately ignored us, once even hung up on us when we wanted a solution to our problem. They were rude on the phone when we tried again, accusatory, disrespectful.

This can only be intentional shake-off tactics.
Worst customer experience I’ve experienced with any service ever. Stay away at all costs. Go to competitors.

Registration number 1VD9ZJ. We are still waiting for a call-back.