JUCY Rentals

We rented a Campervan from MAUI for a 5 weeks NZ trip in November-December. What should have become a trip of a lifetime was badly influenced by the very low quality of service and product of MAUI. Their main fault was delivering the wrong campervan! We had explicitly booked the MAUI Ultima for 2 persons. The choice was based on the usable seating area up front so you don't have to convert the bed in the back every day. They delivered the Ultima PLUS. This sounds like an upgrade and that's also what they made us believe...but it isn't. The plus means an extra bed in this seating area which in summary makes this entire arrangement unusable. When complaining, MAUI hides behind their small print which basically states they can supply you whatever interior lay-out they fancy. Really bad! And that’s not all by a long way: State of maintenance: • When we picked up the camper it was clear this was an “experienced” model. It had quite a few dents and evidence of heavy usage and was not very clean inside. After 1 day it appeared to have a leak. Water was continuously dripping from under the sliding door. As we were still in the neighborhood of Christchurch we went back to THL and they repaired the leak. This has cost us all in all nearly a day. • Later we also discovered a leak in the shower. We never found the source but the floor of the shower/toilet is always wet and everything you put there also. • The boiler is producing lukewarm water at best. • The furniture is of an abominable quality. Everything is making noises all the time. Nothing fits well and looks like very old and heavily used Ikea stuff. The locks on the cupboards are of a weak plastic which develops cracks. On one drawer this gave way and it went through the camper while driving. As we were in the neighborhood of Queenstown we went to the THL center there and they repaired this (they knew the problem very well). This costed us again quite a few hours. • Most locks on the outside doors for gas etc. are sort of broken. E.g. the door for the gas bottle needs a lot of wiggling before the lock will turn. • Inventory is bad. It’s a random collection of stuff. Broken and blunt knives, Cracked an leaking mugs, Bad pans etc. • The front table is highly unstable. • There are zero tools. Hence every problem like the falling apart furniture becomes a big problem. Design/execution of camper: • The upper cupboards have a sort of “rolling doors” which is a problem. Not only do they rattle constantly, they slide into the back of the already tiny cupboards pushing out the content. • The bed is too small. I’m 1.80m tall and don’t fit in the bed. • The sink in the kitchen is so small it’s basically unusable. • There’s no inverter in the camper. Hence when not plugged in there’s no way of getting 220V, not even for small usage like charging a laptop etc. In my opinion quite ridiculous in 2024. Service THL: • Nobody seems really interested in “customer happiness”. E.g. when I asked in the Queenstown office if we could get allowance to drive the (in their documentation forbidden) Crown range road (it was good weather, we had an appointment with friends in the Cardrona Hotel and we knew much larger campers also drive this road) the answer was literally a rude No. No friendliness, no question why, just this is the rule and that’s it. • When the plastic lock was repaired I found another cracked one a few days later. It was clear nobody had been interested in delivering a good product, just repair the problem and get rid of this customer asap. • A few days ago we got an email about harsh driving. They actually were accusing us of harsh driving in a so called “courtesy message for our own safety”. Let me be clear that we drive safely. Funny to hear from other Maui camper drivers they received the same email. • The table of the extra outside chairs and table is laughable. It’s the most flimsiest tired old thing you’ll ever see.

We have rented a Jucy van in Nov. 2019 and had some problems while on the road. The customer support of Jucy Rentals was not helping us at all - they told us that we should find a solution and left us on our own. We were stuck for 5 days with our van and lost 1/3 of the time of our road trip due to their lack of interest and unwillingness to support us. They then charged us an estimated amount to solve the problem without being able to give any prove how this costs come to be. Apart from our experience on the road, the staff at pick-up and drop-off were lacking motivation and interest in customers. We had to wait pretty long to be dealt with and there was a queue of people on both occasions. We rented a Compass with a pod and got a vehicle with a tent on the roof. We were shown a short video how to use the tent. We were also sent-off without sufficient explanaition of the vehicle. I have already rented at another company in 2017, so I know how much time and effort others put into explaining the car and NZ-roads. Due to our problems on the road we were "lucky" to experience two of their cars. The compass, which I already mentioned, is rather unpractible and looks as if it offers a lot of space but doesn't. I would not recommend renting this car for 4 people! After the compass was towed, we got a Cabana. This car was honestly really great and offered a lot of space. It was, however, already damaged at the rear when we got it so we had to find a solution for this as well. Please don't get confused: There are a lot of Jucy vans on the road, their social media marketing is great and they seem to be one of the largest rental companies in NZ. This does not proove that they are good. They are, in fact, the worst.

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.