MERVYN ADAMS
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North Island ▷ Auckland Region ▷ Auckland ▷
Rankers Booking Service
Booked & paid for the hire of a Lucky Rentals campervan through Rankers, no issues.
When we arrived with Lucky rentals to collect the campervan they were aware of the booking (thankfully!!) but then proceeded to ask me for payment. They advised that they had not received payment or a booking voucher, which they said was the norm when booked through a booking company. The manageress advised that they could not give us the van until they received payment. She also advised that no-one in the office had ever heard of Rankers. I had a phone number for Rankers but was unable to get a reply (2nd January). Very fortunately I was able to show her that the money had come out of my account as all I had from Rankers was an email saying the money would be taken out on a certain date, which they didn't see as proof of payment. 3 HOURS LATER (not sure what happened during this time) but we eventually got our campervan. Not sure where the break down in communication happened but let's say we were not best pleased with the start to our NZ holiday!
Hi Mervyn,
Really sorry to hear that (read that) as there's nothing worse than starting your adventure with a hassle.
We very rarely book Lucky however like all bookings we make the campervan company are paid well in advance of your arrival. In this case Lucky was paid in early December 2018 (your pick up was 2nd Jan 2019). It's frankly a bit of a puzzle as to why they weren't able to match the payment they'd received from us in the 3 week period prior to your arrival. Likewise, it's disappointing (and surprising) Lucky weren't able to match the booking reference (49373) which was included with the detailed email confirmation we sent to you on the 3rd October to their bank statement as it was included with the payment we made to them in early December. I'm very sorry this all contributed to a 3 hour delay at the start of your journey and I sincerely hope the rest of your holiday was without issue. I have taken your feedback up with the Sales Manager at Lucky as their staff do seem to have let the side down here.
Greg Southcombe