旅行
账户
Grace B
CONSISTENT VAN MALFUNCTION + HOSTILE STAFF. (13 Manu Tapu Auckland Airport Branch).
Britz Campervans的点评
点评：Had a deeply unsatisfactory experience with a motorhome rental from THL - Britz on January 3-6 2025. The incidents that transpired during our rental period not only disrupted our travel plans but also raised serious concerns about the safety and reliability of their vehicles, as well as the professionalism of their staff.
Our issues began immediately after picking up the vehicle. Upon entering the motorway where vehicles’ average speed are supposedly 100kph, the dashboard went haywire with multiple warning errors such as: engine failure, transmission warning light, and the vehicle entered low power mode, limiting speed to 50 kph. Aside from long wait for pick up, we had to wait another 2 hours for maintenance to fix the van. We were assured the vehicle was roadworthy, but over the next three days, the same issue recurred MULTIPLE times, leaving us stranded in remote areas and dependent on roadside assistance. Each intervention provided only temporary relief, as the underlying mechanical faults remained unresolved. This not only caused significant delays but also compelled us to cancel planned activities and reservation charges out of safety concerns.
Compounding our frustration was the treatment we received upon returning the motorhome on January 6. Of course the van broke down again on our way home and we had to wait for road assistance. We were worried we won't make it back on time to drop off deadline so we raised our concern again to THL assistance. Despite notifying THL roadside assistance team of our delayed arrival due to yet another breakdown (and with THL assistance assuring us that Auckland office was informed), we were met with hostility and unfounded accusations by an employee, Daisy, at the Auckland drop-off site. Without us evening getting off the van and with her meeting us for the first time, she storms at us shouting that we are late and will charge us delayed fees. Quoting some of her verbal harassments (shouting at us): “I don’t care if that’s what happened. Customer service is based in Australia and they are work from home. They don’t know what’s going on in this branch. You have 30 seconds to get your things and leave before the gate closes!" ---As if we are not paying customers who just experienced a series of van malfunctions and road safety issues. Her unprofessional and aggressive behavior was both distressing and unacceptable. Despite her other members defending us with documents of what we experienced, she was not apologetic at all and just adamant that we leave because "their employee shuttle is leaving already and she can't do anything for us anymore."
I hope this doesn't ever happen to anyone. SO DO NOT EVER BOOK HERE. WASTE OF MONEY AND UNPROFESSIONAL STAFF.
Our issues began immediately after picking up the vehicle. Upon entering the motorway where vehicles’ average speed are supposedly 100kph, the dashboard went haywire with multiple warning errors such as: engine failure, transmission warning light, and the vehicle entered low power mode, limiting speed to 50 kph. Aside from long wait for pick up, we had to wait another 2 hours for maintenance to fix the van. We were assured the vehicle was roadworthy, but over the next three days, the same issue recurred MULTIPLE times, leaving us stranded in remote areas and dependent on roadside assistance. Each intervention provided only temporary relief, as the underlying mechanical faults remained unresolved. This not only caused significant delays but also compelled us to cancel planned activities and reservation charges out of safety concerns.
Compounding our frustration was the treatment we received upon returning the motorhome on January 6. Of course the van broke down again on our way home and we had to wait for road assistance. We were worried we won't make it back on time to drop off deadline so we raised our concern again to THL assistance. Despite notifying THL roadside assistance team of our delayed arrival due to yet another breakdown (and with THL assistance assuring us that Auckland office was informed), we were met with hostility and unfounded accusations by an employee, Daisy, at the Auckland drop-off site. Without us evening getting off the van and with her meeting us for the first time, she storms at us shouting that we are late and will charge us delayed fees. Quoting some of her verbal harassments (shouting at us): “I don’t care if that’s what happened. Customer service is based in Australia and they are work from home. They don’t know what’s going on in this branch. You have 30 seconds to get your things and leave before the gate closes!" ---As if we are not paying customers who just experienced a series of van malfunctions and road safety issues. Her unprofessional and aggressive behavior was both distressing and unacceptable. Despite her other members defending us with documents of what we experienced, she was not apologetic at all and just adamant that we leave because "their employee shuttle is leaving already and she can't do anything for us anymore."
I hope this doesn't ever happen to anyone. SO DO NOT EVER BOOK HERE. WASTE OF MONEY AND UNPROFESSIONAL STAFF.
翻译：2025 年 1 月 3 日至 6 日，在 THL - Britz 租用房车的经历非常不愉快。租赁期间发生的事件不仅扰乱了我们的旅行计划，还引发了人们对车辆安全性和可靠性以及员工专业性的严重担忧。
我们的问题在取车后立即开始出现。进入高速公路后，车辆的平均速度据称为 100 公里/小时，仪表板出现多个警告错误，例如：发动机故障、变速箱警告灯亮起，车辆进入低功率模式，限速为 50 公里/小时。除了等待取车时间很长之外，我们还不得不再等 2 个小时才能让维修人员修好货车。我们确信车辆适合上路，但在接下来的三天里，同样的问题多次出现，让我们被困在偏远地区，只能依靠路边救援。每次干预都只能暂时缓解压力，因为潜在的机械故障仍未解决。这不仅造成了严重的延误，还迫使我们出于安全考虑取消了计划中的活动和预订费用。
1 月 6 日归还房车时，我们受到的待遇让我们更加沮丧。当然，在回家的路上，货车又抛锚了，我们不得不等待道路救援。我们担心不能按时返回，因此再次向 THL 救援部门提出了我们的担忧。尽管我们已通知 THL 道路救援团队我们因又一次故障而延迟到达（THL 救援部门向我们保证奥克兰办事处已收到通知），但我们在奥克兰下车地点遭到了一名员工 Daisy 的敌意和毫无根据的指责。我们还没下车，她才第一次见到我们，她就冲我们大喊我们迟到了，要向我们收取延迟费。她引用了一些口头骚扰（对我们大喊大叫）：“我不在乎是否发生了什么。客户服务部门位于澳大利亚，他们在家工作。他们不知道这个分店发生了什么。你有 30 秒的时间拿上东西离开，否则大门就会关闭！”——就好像我们不是刚刚经历了一系列货车故障和道路安全问题的付费客户一样。她不专业和咄咄逼人的行为既令人痛苦又令人无法接受。尽管她的其他成员用我们所经历的文件为我们辩护，但她一点也不道歉，只是坚持让我们离开，因为“他们的员工班车已经离开了，她不能再为我们做任何事情了。”
我希望这种事情永远不会发生在任何人身上。所以永远不要在这里预订。浪费钱，员工也不专业。
我们的问题在取车后立即开始出现。进入高速公路后，车辆的平均速度据称为 100 公里/小时，仪表板出现多个警告错误，例如：发动机故障、变速箱警告灯亮起，车辆进入低功率模式，限速为 50 公里/小时。除了等待取车时间很长之外，我们还不得不再等 2 个小时才能让维修人员修好货车。我们确信车辆适合上路，但在接下来的三天里，同样的问题多次出现，让我们被困在偏远地区，只能依靠路边救援。每次干预都只能暂时缓解压力，因为潜在的机械故障仍未解决。这不仅造成了严重的延误，还迫使我们出于安全考虑取消了计划中的活动和预订费用。
1 月 6 日归还房车时，我们受到的待遇让我们更加沮丧。当然，在回家的路上，货车又抛锚了，我们不得不等待道路救援。我们担心不能按时返回，因此再次向 THL 救援部门提出了我们的担忧。尽管我们已通知 THL 道路救援团队我们因又一次故障而延迟到达（THL 救援部门向我们保证奥克兰办事处已收到通知），但我们在奥克兰下车地点遭到了一名员工 Daisy 的敌意和毫无根据的指责。我们还没下车，她才第一次见到我们，她就冲我们大喊我们迟到了，要向我们收取延迟费。她引用了一些口头骚扰（对我们大喊大叫）：“我不在乎是否发生了什么。客户服务部门位于澳大利亚，他们在家工作。他们不知道这个分店发生了什么。你有 30 秒的时间拿上东西离开，否则大门就会关闭！”——就好像我们不是刚刚经历了一系列货车故障和道路安全问题的付费客户一样。她不专业和咄咄逼人的行为既令人痛苦又令人无法接受。尽管她的其他成员用我们所经历的文件为我们辩护，但她一点也不道歉，只是坚持让我们离开，因为“他们的员工班车已经离开了，她不能再为我们做任何事情了。”
我希望这种事情永远不会发生在任何人身上。所以永远不要在这里预订。浪费钱，员工也不专业。
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