Shocking Customer Service
From the moment we arrived at the collection point in Christchurch, it was clear that chaos reigned supreme. With no semblance of organization, customers were left to stand around aimlessly, some having waited up to five hours due to the company’s policy of waiting for vans to be returned before hastily recycling and “cleaning” and reissuing them with little preparation. This was hardly the welcome we expected after a grueling 24-hour flight from Europe.
The van itself was a Pandora’s box of problems. The sink was clogged with rotten food, which we had to clear out ourselves, only to find it still drained at a snail’s pace. To add insult to injury, the gas bottle was empty, a discovery made at the most inopportune time—while trying to prepare our first meal. We emailed JUCY and although the company’s response was to reimburse us for a replacement upon receipt submission, this did little to satiate our immediate hunger. Upon attaching a receipt to the email the response from Roh who we were in contact with was “why have you emailed us a receipt?” – how about reading the email for the answer, it’s because you asked for it!!! This was the start of the extremely poor communication from the so called Customer Service team.
The cooker’s ignition was a lost cause, and even when resorting to matches, only one burner remained lit. Our journey was further marred by a persistent battery warning light, leading to not just one, but two garage visits during our holiday to replace firstly the battery and then the alternator. These unplanned detours resulted in lost bookings for things we had planned for my Birthday and Wedding Anniversary which lost us over 200NZD, not to mention the exorbitant costs of another 200NZD in calls to JUCY to try and address the van’s faults. On the first occasion JUCY stated they would email us the details of a local mechanic once they had sourced one. Which is fair enough as using our mobile phones in New Zealand is extremely expensive. We heard nothing back so had no choice but to call to get the information. The rep on the phone (Malika) had the cheek to try and tell us off stating they had been trying to call us, despite saying they would response would be by email knowing full well we had phones switched off and had no signal at the campsite anyway!!!
Communication with the company was an exercise in futility, with nearly half of our 40 emails, primarily to a representative called Malika, going unanswered. Even our identity seemed to be of little concern, as they managed to get our name wrong multiple times.
We sought some form of compensation for the myriad of issues and the failure to provide a van in suitable condition, only to be met with what seemed like a strategic silence, perhaps in hopes that we would tire and accept the subpar service.
In conclusion, our experience with JUCY was nothing short of a debacle, characterized by poor service, inadequate vehicle maintenance, a lack of customer care, and lost holiday time & money. I cannot recommend this company and urge potential customers to consider alternative options for a stress-free holiday. I’m left with no alternative but to now try and seek legal recourse to get a suitable resolution as emails are just ignored.
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