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“Van fine, admin awful”

written by gregruth3 on 30/12/2015

We hired a motorhome from Motorholme company August 2015. At first all seemed well. But quickly discovered the opposite. The ensuing mass of information that had to be submitted was the start of the problems. There were endless requests for details and seemingly endless emails to respond to. This was made worse because they had to be submitted to different email addreses and different members of staff. There was no simple 'the buck stops here' type response to queries.

Collection of the van itself was a drawn out process. We had to go to a remote rural location and then phone through to have the creaky security gate opened, as Motorholme appear to use third party agents to actually store 'clean' and send out the vehicles. We finally got into alarge compound with scores of vehicles, many motorhomes but lots of other vehicles too. We we were then kept waiting long past our appointment time in a squalid yard area. Once underway there were no problems. The van went very well. Very rattly as all the crockery etc tended to move about, but that is a problem with all motorhomes.

Returning the van was seemingly a simple process. We were unable to fill the diesel tank up before arriving at the yard as the fuel station we wanted to use was closed. Rather than be late for the arrival deadline we decided to ask the operator at the yard if we could go and get a can of fuel to top up. He told us that this was not at all necessary as the fuel deficiency was only marginal. Ok fine, we said and left it at that, thinking all was well.

The next hurdle was the refund. You have to deposit some £1200 for the van. Fair enough I hadn't had a problem with that. But it took a month to refund it! Worse than that they slapped a charge on for the shortage in diesel. They calculated this as 19 litres. But charged at £2 a litre. Plus a charge for defaulting. Plus an admin charge, plus VAT. In all nearly £200! I protested at this but they wouldn't back down as they refused to accept our story on avoiding the fuel penalty at the yard. I gave up trying to get this money back off them. But I determined that I would let others know what they are in store for if they use Motorholme.

So my advice, find somebody else don't call Motorholme.