My HELLISH experience with Roadsurfer campervan rentals
I rented a campervan from Roadsurfer earlier this year, and after paying over €1.5k for the luxury, I was given the most poor quality campervan, full of hygine risks, and electrical issues. After returning the campervan, they charged my credit card €700+ for some "damage" that happened as a result of the flaws in the van they had given to me!
⚠️ Consumer Alert
Before renting from Roadsurfer GmbH, read this: Multiple customers report being charged hundreds of euros for pre-existing vehicle defects and normal wear-and-tear items. This happened to both myself and many other reviewers on sites such as Trustpilot. Document everything before, during, and after your rental.
🚨 Common Issues Reported
- Charging customers for pre-existing defects
- Excessive repair costs for minor issues
- Poor vehicle maintenance blamed on customers
- Difficult dispute resolution process
- Ignoring legitimate customer complaints
📋 Protection Checklist
- Video record complete vehicle inspection
- Document all existing damage with timestamps
- Test all doors, windows, and fixtures
- Take photos from multiple angles
- Get staff signatures acknowledging condition
- Keep all rental documentation
⚖️ Know Your Rights
- EU Consumer Protection Laws apply
- Right to dispute unfair charges
- Credit card chargeback protection
- European Consumer Centre assistance
- Regulatory complaint options
📋 Documented Case Study: The €773.62 Toilet Door
The Incident
Vehicle: Fiat Ducato campervan (WI RS 2823)
Issue: Toilet door fell off hinges when driving at less than 20mph over a speed bump.
Cause: Likely due to a design/maintenance defect, or just a poor quality van.
Customer Action: Reported immediately to the staff at the depot upon return.
Roadsurfer's Response
Claim: It was the customer's fault!
Evidence Provided: Photos of an undamaged door
Solution Offered: Complete door replacement, at a cost of €700
Communication: Initially ignored all disputes, and only after emailing them constantly was I told that no, the damage was my fault - but provided no evidence to suggest this.
💰 Questionable Billing Breakdown
🤔 Questions This Raises
- Why replace an undamaged door? Photos show the door itself was intact - only hinges needed reattachment
- Is €641.78 reasonable for a campervan toilet door? This seems excessive for what should be a simple repair
- Was this really customer damage? Doors falling off hinges during normal use suggests maintenance issues
- Why ignore legitimate disputes? Professional companies should address customer concerns promptly
📞 Customer's Response
Formal Disputes Filed
- European Consumer Centre complaint
- Credit card chargeback initiated
- Regulatory agency notifications
- Multiple dispute emails sent
Legal Grounds Cited
- EU Consumer Protection Directive
- Unfair contract terms legislation
- Burden of proof requirements
- Right to reasonable resolution
🛡️ Consumer Protection Resources
If You're Facing Similar Issues:
💳 Financial Protection
Credit Card Chargeback: Contact your credit card company immediately if charged unfairly
Bank Dispute: Most banks offer dispute resolution for unauthorized or incorrect charges
Travel Insurance: Check if your policy covers rental disputes
📚 Legal Information
EU Consumer Rights DirectiveKey Point: Companies must prove customer responsibility for damage claims
Burden of Proof: They must provide adequate evidence, not just photos
🚗 Alternative Campervan Rental Companies
Consider these alternatives that customers report having better practices:
- Indie Campers - Generally positive customer reviews
- McRent - Established company with clear policies
- Campanda - Peer-to-peer platform with dispute protection
- Local operators - Often provide more personalized service
Legal Disclaimer
This website presents information about my personal consumer experiences and is created for consumer protection purposes. All information is based on documented evidence and my own customer experiences. We encourage readers to make their own informed decisions. This site is not affiliated with Roadsurfer GmbH and represents independent consumer advocacy.