Ubehagelig oplevelse
Vi lejede en campervan fra My Van til en 5-dages tur i Portugal, men desværre levede oplevelsen langt fra forventningerne. Allerede ved afhentning blev vi skiftet til en anden model end den, vi havde booket, og undervejs oplevede vi flere alvorlige problemer:
En defekt forlygte, som skulle tændes og slukkes manuelt hver gang bilen blev startet eller slukket – både upraktisk og en potentiel sikkerheds-/lovmæssig risiko.
Bremserne fungerede ikke optimalt, hvilket gjorde kørslen utryg og langt fra det, man kan forvente, selv af en ældre bil.
Batteriet skulle oplades næsten dagligt, selvom vi kun brugte køleskabet og ikke var afhængige af aircondition/varme.
Vi gjorde udlejeren opmærksom på problemerne og foreslog en rimelig kompensation - vi fik en "kompensation" på 35euro (clenaning fee), som ellers var blevet trukket fra vores depositum.
Alt i alt havde vi en tur, hvor vi måtte bruge unødvendig energi på bekymringer om sikkerhed og funktionalitet, i stedet for at kunne nyde rejsen. Vi kan desværre ikke anbefale My Van som en pålidelig udlejer medmindre man er klar på at tage en risiko med sikkerheden.
Besvarelse fra My Van Portugal
Thank you for your feedback. We are sorry to hear that your experience with our rental fell short of your expectations, and we appreciate you taking the time to provide a detailed review. We would like to address the concerns you raised to provide clarity on the situation from our perspective.
Regarding the van model, we want to confirm that we switched you to a vehicle of the same quality and model (a Westfalia T4 California). The decision was made because the originally booked van had a last-minute issue with the refrigerator, and we wanted to ensure you had a fully functional vehicle for your trip. According to our rental terms and conditions, which all customers agree to at the time of booking, we reserve the right to provide an equivalent or upgraded model if the booked vehicle becomes unavailable. Both the Azure and Sunset II models are identical in every way except for the exterior paint color, which we communicated to you at the time of pickup. We regret that this information was not reflected in your review.
We also want to clarify the issues with the headlight and brakes. We acknowledge that the headlight had to be operated manually due to a last-minute electrical issue. We informed you of this problem and provided a video demonstration on how to use it safely and effectively. While we understand this was an inconvenience, the headlight was fully functional when switched on manually, posing no safety or legal risk. As for the brakes, our team drove the van to confirm they were in perfect working order, consistent with the van's vintage nature and heavy weight. Additionally, many customers have driven it before and after your trip safely with no issues communicated regarding the breaks. The braking performance was checked and approved during its annual inspection in May, and all evidence indicates they are working perfectly fine.
Finally, concerning the battery, campervans require consistent charging, especially when using power-intensive appliances like the refrigerator during a heatwave. This is a normal part of van travel, and the battery's performance was consistent with the conditions you experienced.
Apart from the headlight, the other issues you raised appear to be a matter of perception due to inexperience rather than actual problems with the van's functionality.
As a gesture of goodwill, we waived your €35 cleaning fee and communicated this to you directly. We regret that we were unable to reach a mutually satisfactory conclusion.
We take all feedback seriously and use it to improve our service. We hope that despite these issues, you were still able to enjoy some of the beauty of Portugal.
Best regards,
My Van Portugal