Horrendous experience from day one. Collected Polaris 4 in Christchurch depot. Staff member openly stated when numerous customers were checking in, that she didn’t know what to do and went looking for other staff who weren’t in a hurry to assist. Same staff member handed us keys to camper without a walkthrough or sufficient handover to ensure that camper was in full working order. Arrived in first campsite 3 hours away, only to find that the water pump was broken, locking mechanism on cabin door was broken, toilet cassette had not been emptied. Called customer service teams, assistance teams numerous times on day one/ day two only to be kept on hold for up to 30 mins each time before being transferred to another team. Ultimately no solution offered. Repairman eventually sent out to inspect the camper for the water pump,, and couldn’t find the water pump. Star RV offered no replacement vehicle but told us to book into hotel up to $80 a night. Stated they’d book an appointment with mechanic to completely take out water tank which would result in loss of days travelling. Star RV main concern was fixing issue for next customer and not assisting us. While driving on the main roads, the cabin door would intermittently decide to swing open. My passenger had to sit on the step and hold door closed until a safe spot to stop was found. Only solution was to use power cable tied to handle of door and wrapped around table. Star RV didn’t acknowledge serious health and safety matter.. BBQ on side of camper did not work either. All issues addressed with numerous emails/phone calls to different operators/customer service members who could not offer a solution, instead said they will make a follow up call tomorrow. Bed linens and curtains were filthy and full of dust.. Delivered the camper to Queenstown and outlined every issue. Staff member mentioned that Christchurch branch are notorious for not checking vehicles and sending them out to customers in unfit condition. Offered a 1/2 day compensation for our troubles which were declined. Provided with another email address to address compensation. Made numerous calls/ emails to feedback teams or management team. Star RV could not even reply to the emails and blatantly ignored calls by transferring to different team members. When queries were addressed, they offered a credit note to use with the company, as if o would use Star RV again.. Overall terrible experience and could not recommend the more of any vehicle. Paid for a premium service and did not receive one. Might as well rented a car and slept in the boot.. Customer service was non existent during hire period and weeks after.. If possible to give 0 star or negative feedback, I wouldn’t hesitate
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Star RV motorhomes are the perfect choice for those seeking a little something more. Whether travelling as a couple, a family, or as a group of friends, you can experience the feeling of freedom in our spacious and comfortable fleet of vehicles.
At Star RV we believe the best experience of life is one spent exploring, discovering and being close to nature. Our thoughtfully designed motorhomes make the most of space and are ideal for travelling around the country and creating special memories with friends and family.
Each vehicle offers superior comfort whether you’re sleeping, entertaining or travelling, and comfortably sleep from 2 up to 6 people. We have branches in both Australia and New Zealand where you can pick-up and drop-off vehicles. Your experience is front of mind for us, and our easy online check in, an expert support team who share your passion for travel, and a 24 hour roadside assistance service means you can relax and enjoy your adventure.See more