Bonnie
Response from Victoria
To clarify a few points:
Road dirt is listed prior to handover as an acceptable condition. Had this been an issue beforehand, it could have been raised at the time.
The handover was not smooth. We had agreed on your requested time of 4pm. You then messaged at 4.41pm on the day to say you would be there for “5.30ish” which resulted in us waiting around for over an hour and a half for you. The van’s mileage was also recorded with considerable inaccuracy by you which did cause confusion on pick up.
I am always very flexible with pick-up and return times as I appreciate that people are busy and plans can change but I ask to be kept in the loop so I can work around it. The return time is listed as 11am unless otherwise agreed and in this case it was not. By 12.44pm, having had no communication at all, I messaged to check in and was asked if 3pm was okay. This subsequently changed to 3.45pm, neither of which was made an issue despite the lack of any communication beforehand. At 3.58pm, I messaged again asking for an update and was told you would be back “ASAP”. When you eventually arrived, there was very little acknowledgement of anything which was frustrating in particular as you knew I’d left work early to meet you.
Despite the clear and helpful instructions given prior to and on handover, the van was returned with multiple issues including:
- £8.63 worth of diesel missing from a full tank
- Pop top zips left undone, with the canvas trapped in the pop top flooring and hinges
- Personal items left in cupboards
- Rubbish left on the floor
- Food left in the freezer
- Large crumbs of burnt food left on the hob
- Dirty air fryer baskets and crockery
- A visible dog paw mark, along with a scratch mark, down the exterior
I also found one comment made by your partner particularly unusual. His asking, “Have you had any “d^*}£eads” rent the van previously?” which I felt given my experience with you was almost satirical, and stumbled to answer.
This rental experience was extremely different from the others I have had through Goboony and it left me feeling really quite uncomfortable and eager to get things closed off as quickly as possible. Very much a sour ending to which I subsequently messaged more experienced owners about to seek advice.
Clare
Justin
