The motorhome itself met expectations, we enjoyed our trip and this would have been a glowing review as we found River Motorhomes good to deal with in the runup to our trip (especially as we were coming from Denmark so it was a bit more complicated).
What we really didn't like, was the way they handled a slight bump to the rear bumper which we fully accept was our fault. I had already felt a bit uncomfortable with paying the significant security deposit (1200 GBP) directly to them rather than via Goboony as is stressed on the Goboony portal (always make payments via us). However, I accepted it, as they were an established company and not an individual camper owner. But when we returned the van and showed them the bump (the bumper was already cracked on the other side by the way), we were greeted with a grimace and told at first that it could cost around £900!, falling to £700 when I asked to see documentation of how much the replacement bumper would cost, falling to £500 when I commented that the bumper had actually been damaged on the other side when we took the van out and nothing had been done to replace or repair it. This sounds good, but the rapid bartering coupled with the fact that, although I was told they had a replacement bumper in stock already, I was not shown an invoice for it to prove how much it cost, but a catalogue price - though I strongly suspect that with a fleet of similar vans, that is not the price River Motorhomes would actually have paid for the bumper, led me to feel that I had just been fleeced, and not only that, but that had I not argued as I did, I would willingly have been fleeced for more. This did not leave a good taste in the mouth, and instead of feeling I would go to them again, rather a feeling that I'd avoid dealing with them again, unfortunately.
There was no written confirmation of this £500 agreement either, until I wrote from Denmark, to say that I was expecting the return of £700 within 14 days, and to be fair this email was acknowledged, but even so, I had to chase the return of the money and it was a bit of an anxious period, after the 14 days came and went with no returned deposit as to whether I would need to put in a formal claim for the missing deposit money.
September 2024
Response from John
We’re disappointed to read this review, and there are always 2 sides to every story, this is very briefly ours. Prior to the hire, we had lots of correspondence, telephone calls etc., to make sure we could get everything in place for you to hire as you quite rightly point out, it wasn’t straightforward as you are not a UK resident, and everything was explained at each stage of the booking. It is a condition of our insurance that the security deposit is paid directly to us by the main driver. We must make sure our vehicles are insured when they are out on hire. It’s as simple as that. You caused considerable damage to the bumper which you didn’t inform us about until you dropped the motorhome off. If you rent a property through air B n B and smashed the cooker, surely you would fully expect to pay for the damaged cooker, and the engineer to install it etc etc. You made it clear that you didn’t think you should be charged, in fact some could argue you were rather put out that YOU damaged the motorhome and yet appeared to expect US to the foot the bill. Anyway, we aren’t here to argue but just to be fair. If you are in any doubt of the cost of a bumper a quick google should give you plenty of quotes and you can see just how incredibly fair, we have been. In summary, we did all we could to help you have an enjoyable experience with your family and we’re really sorry you feel like this – maybe a little more practice of reversing before you hire again, but hey, not from us. On a jollier note, we hope you had a safe trip back home and wish you all the best.
Family
Diesel
Sleeps 7
Emma Kathleen
Ken
Rachel
