My friend and I rented a roadsurfer for a national park roadtrip and picked up our camper in Vegas. We arrived on time for our pick up time, and waited probably 15 minutes before even being helped. There were 3 workers and 2 of us picking up campers, yet only one worker was helping guests. The other two were just chatting on the computer. Then, as we're waiting to pay the deposit and sign papers, the staff helping us say "Oh no...." and then when we ask what's wrong, he doesn't tell us. Proceeds to click through his computer for ten more minutes without talking to us, then goes in the corner to tell his manager what happened. Turns out he put our credit card on the other customers ticket for his deposit instead of ours, and he didn't know how to get that $800 charge off the other account and on to ours. It took about 15 more minutes for all three of the staff members to figure it out and get us back on track for payment.
We finally got through the paperwork and our camper got pulled around to the front. The worker said "You guys watched the intro video right?" Of course we did, but we said this is our first time driving a camper like this, so it would be helpful to just get an overview of it in person. So he says, "Yeah so just follow the checklist and let me know if you have any questions." And then walks back inside and leaves us alone with the van to figure it out.
We came up with lots of clarifying questions of course, and when we asked him, he knew the answer to absolutely zero questions. He went and got his manager twice, and then it was closing time, so his manager left, and the worker gave us half explained answers. It was very apparent that he had no idea what he was talking about. It's now past the time they are supposed to close and we still have not signed the contract or gotten the keys. We were checking the panel for everything and noticed the propane level was only 2/3 full. I immediately spoke up because this was in February and it was 30 degrees out and we knew we would need to use the heater at night. The worker said, "Oh that should be plenty, the propane won't run out that quick." (Spoiler: he was wrong) Then, we noticed the water tank was only at 1/3 full. So I spoke up about that. He hooked up to fill the water tank, and then walked back inside and left it to fill by itself! I watched as the water began to overflow and spill into our camper. I didn't know how to stop it because he hadn't explained anything, and by the time he came back out, water was everywhere. At that point, we were fed up and just wanted to leave. It was an hour and forty five minutes after our pickup time before we left. And we STILL felt extremely unsure about how to use anything because of the lack of help we received.
THEN - Here's the best part. The propane did in fact go down to almost empty our first day, and the low that night was 5 degrees F. We were out in the middle of nowhere camping with not a propane filler in sight. So, we wore layers upon layers, and slept in the freezing cold that night. We also had NO idea how or where to fill the propane tank because we were told by both the worker and his manager that we would no way run out of propane so don't even worry about it!!!
As for the van: beat up and run down. The table underneath the bed for support did not even exist in our van (Liberty Lodge). The gray water and water level were broken, and stayed on 1/3 full no matter how much we used, filled, etc. There was a chip in the windshield that was already there, but then we got blamed for it at drop off.
Overall, the van worked for our purpose, but it took a LOT of work to get it to do so. If someone is going to rent one of these, ask all the questions until you know what you're doing, and check the tanks and make sure they're full before you leave!!!! Crazy that we had to return everything filled when we didn't even pick it up filled. Good luck, hope you have better customer service than us!
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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
