We rented a van for approximately 11 days during the summer. At first, we were very pleased with the vehicle itself, the layout and fittings inside the van were well designed and comfortable.
However, upon pickup, we immediately noticed that the van was not completely clean. Some of the dishes provided were still dirty, which was disappointing and not what you would expect at the start of a holiday.
A much more serious issue occurred on the 9th day of our trip. While driving, one of the wheels suddenly blocked, creating a dangerous situation, especially as we were on the highway.
We attempted to contact Roadsurfer’s roadside assistance, as instructed. Unfortunately, the experience was extremely frustrating. It took about an hour before we received any meaningful help, and communication was difficult as the representative struggled to understand English. Given that we were stranded on a highway, this delay and lack of clarity were unacceptable.
After being towed to a garage, the mechanic informed us that the vehicle appeared to have been involved in a previous accident and had not been properly repaired. According to him, some parts used did not even belong to the vehicle.
Once the van was repaired and we understood the likely cause of the issue, we contacted Roadsurfer again. Their response was dismissive—they simply asked whether we could drive again, without acknowledging the seriousness of the situation, the apparent maintenance failure, or the costs we had to pay upfront.
After returning from our trip, the process of getting reimbursed was long and exhausting. Despite having full insurance coverage, it took months of emails, phone calls, form submissions, a registered letter, and even assistance from the European Consumer Centre (whom Roadsurfer refused to engage with) before we were finally reimbursed. In total, this process took around seven months.
For the days we lost due to the breakdown, we were offered a voucher for use on their own platform, an offer that felt inappropriate given the circumstances.
Based on this experience, we cannot recommend this company. The apparent lack of proper vehicle maintenance and the poor handling of a serious safety issue raise significant concerns.
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roadsurfer is the world’s leading outdoor travel expert. Founded in Munich in 2016, the company offers an ideal solution for personalized road trips with its colorful campervans available for rental, subscription and sale – free, flexible, and independent at competitive prices.
roadsurfer’s core business—campervan rentals—operates at over 70 locations across 16 countries in Europe and North America, boasting a global fleet of nearly 8,000 vehicles, including models from VW, Mercedes-Benz, Ford, Westfalia, Knaus, and Bürstner. With the introduction of "roadsurfer spots," the leading app for road trip planning and unique camping spots, the company has evolved into a digital lifestyle travel brand in the rapidly expanding global outdoor travel market.See more
