Hello Stephen,
we are sorry that you had a bad experience with LandCruise. With all bad reviews, we like to give readers background to the complaint. Like many of our competitors, we do charge a £100 an hour late charge. We are totally upfront about it. It is in our terms and conditions. When you collect the motorhome, we remind everyone of this fact, remind them of their return time and ask them to sign acknowledgement when we take the security bond. We do not want to charge anyone, we just need our motorhomes back on time so that we can get them ready for the next hirer. On the 20 July, Stephen M & Melissa C returned their motorhome at 3:15pm. Four hours and 15 minutes late. The motorhome should have been out with the next customer at 3:00pm and he was not very happy to have his holiday delayed. From the conversation, we had with Stephen & Melissa on their return, they enjoyed their holiday. It is only during the last couple of weeks, once they realised that we would not waive the £400 charge that we learnt that there were any problems with the motorhome as listed above. We know we take the risk of getting bad reviews when we charge a customer, but late returns cause our business enormous problems and it is not fair that the next customer has their holiday plans ruined by a late return.
In addition to the extremely poor customer service & substandard motorhome we were provided, we were charged £400.00 extra by way of a fine due to returning late (approximately 3 hours so, after being held up at french customs). This in my opinion is entirely extortionate and wholly unjustified, when considering the basic cost of the rental was £800 to begin with. The overriding factors in this terrible experience was the extortionate fine imposed on our return and having to deal with Lorraine Dunabin, who was totally obnoxious condicending and rude.