Jarrad
Response from Eun
This is our 1st negative review across all of the vans we have. To be brutally honest we are not surprised by it as the customer tried to open a dispute against us wanting his money back for the hire through Goboony and he lost as it went to a 3rd party adjudicator that assesses both sides. The customer was clearly annoyed at this and this is his only way possible to try and tarnish our name.
The issue happened that 1 of the steel straps holding the freshwater tank underneath the van snapped. There were still 2 holding it in place. The RAC attended and secured it with heavy duty cable. The hirers were also offered another van which at first they said they wanted and then changed their mind last minute and wrote to me to say they were happy to keep the van. The RAC attended within 1 hour.
The customer left owing money to us for extra services but of course they were waived for the hour they had to wait whilst the RAC attended. The customer then waited until i refunded his deposit and waived all fees he owed and then opened a case through Goboony.
I provided all of the evidence that showed by customer service went way above and beyond as most of my reviews say and also a report saying that the steel snaps very nearly impossibly break without having an impact of some sort. The customer tried to go behind my back to the conversion company for the van to get them to write a report that it was faulty and an independent report stated that its consistent with having an impact of some sort. Not that it was intentional of the customers as explained to them. Sometimes accidents happen and things get driven over. It happens.
But on the subject of myself being manipulative, i fond this deeply insulting and is actually a reflection of the customers own character as proved in his dispute when he didn't get his own way or the answers he wanted and loss the dispute he tries to damage in the only way he can by writing a negative review.
My reviews speak for themselves. There was absolutely no pleasing this customer from the beginning it seems even when i offered to drive a van 4 hrs away to them and swap vans over of they wanted to.
Very difficult customer and after 5 years of doing tthis and thousands of customers we dont expect it to be the last.
I think we will both agree that we wont be seeing each other again but all the best for the future.
Regards
Eun