My disappointing experience with Camperwheels Getafe
My experience with Camperwheels Getafe has been disappointing, especially because of how things were handled after the rental.
I rented a motorhome for a week. During the trip, I reported several issues via WhatsApp, including drawers that fell open while driving, problems with windows, blinds and curtains, a headlight that was working intermittently, and a warning related to the coolant.
For personal reasons that I had informed them about in advance, I returned the motorhome around 15 hours early. Following their instructions, I left it outside their Getafe premises and put the keys in the drop box. I notified them via WhatsApp and also told them that I had scraped one side of the vehicle. I do not dispute my responsibility for that damage.
The following day, I called and they confirmed that the vehicle had been received and that they would contact me if there was any problem. Nobody called me, and I later discovered through my bank that they had charged the full amount of the insurance excess.
Since then, I have called several times to clarify the actual cost of the repair. On every occasion, I was told that they would review my case and call me back, but that never happened. I eventually submitted a written complaint requesting the damage report and assessment, photographs, and a repair estimate or invoice, but I have still received no response.
The European Consumer Centre explains that an insurance excess means that the customer is responsible for repair costs up to the agreed limit; it does not mean that the maximum excess automatically becomes the price of any damage. In addition, Camperwheels’ current terms and conditions published on their website state that, where damage exists, their technical service must determine the amount through a detailed assessment, and that the repair cost is deducted from the deposit, with any remaining balance being refunded. I have never received such an assessment.
I have also seen other customers complaining about similar issues.
I am not trying to avoid paying for damage that I caused. I simply expected an explanation, an assessment of the damage, and a minimum level of customer service consistent with the problems I had been reporting throughout the rental period.