Brendan Jones
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North Island ▷ Auckland Region ▷ Auckland ▷
Mode Campervan Rentals
Hello fellow NZ travellers.
I have quite the story for you regarding Mode rentals. Let me first say that Brooke did a fantastic job in repairing the damage or this review would have received only 1 star! Unfortunately, just too many mistakes and blunders with this company. I researched and was uncertain of the track record before but the price could not be beat. After multiple emails regarding deposits, amenities, etc. I finally arrived in Auckland. The contract stated airport pickup and the flight # was provided. After waiting 45-60 minutes with no pick up, I finally took a cab to the depot. Upon arrival I read notice on the gate stating a fumugation issue with the building next door and that I had to pick up at a hotel. Where was the phone call telling me this? Why did nobody pick me up? The van was at the hotel and I checked over the contract which charged $15 for a pick up that never happened. At this point I am not signing off on the contract, not leaving me CC info, and taking the van telling them to email me. Not 20km into my trip the van is drifting to the left on the highway and when I brake, the steering wheel begins to shake rapidly. Next day, email from Mode stating my van hire is illegal and the police could be notified. I am told to return the van today and settle this matter. OK, I will take time from my holiday to visit the depot and inform them of their shortcomings in person including renting an unsafe vehicle. This is where Brooke (the shining star) takes control of the situation and empathizes with me. Yes, the vehicle is unsafe so we are covering the cost of petrol. Yes, we forgot to pick you up and we will waive the airport fee and pay your taxi. Yes, you don't require a solar shower so we can refund that too. And yes, here is a new, safe vehicle - we are sorry. Rest of the trip went fine and return was easy. However, nobody informed me of their Social Media campaign where you win a free rental. Terrible I did not have an opportunity to enter!!
Hey there Brendan, we're sorry the process wasn't as smooth as it should have been. We strive to make customers enjoy a stress-free experience and will take your feedback on board to help us improve in the future. ~ The Mode Team
Mode Rentals
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North Island ▷ Auckland Region ▷ Auckland ▷
Escape Campervan Rentals
The team at Escape is professional and handled my rental exceptionally.
The pick up procedure was detailed and the team took the time to answer all questions. The safety-first and preserve the environment philosophy was clear during the briefing and the van itself was great. During the trip on the South Island, I encountered some minor issues and voiced my concerns. The Escape team went far beyond expectations in clearing these up. I would highly recommend Escape as their vans have comfortable beds, and are properly outfitted for the elements. Further, their team was excellent during the pick up and drop off process.
Thanks for your review Brendan! Happy to hear that we resolved the issues you had and that you and Fairground had a good time in NZ :-)
Cheers
Jolly Roger
Escape
Terry Wakefield