We sent our feedback to Apollo who didn't publish it on their feedback site. I emailed them to ask if they were publishing and 2 weeks later they have not published it. This is despite their promise that:
"Whatever you have to say, positive or negative, will help Hippie Camper Australia to deliver the best possible service and show other customers how they perform. Your responses will be made available publicly on the Hippie Camper Australia website."
So here is our feedback on a 10 day hire from Hippie Campers (part of Apopllo) from Perth, WA:
"The campervan was fine. The support from Apollo for things if they go wrong – which they did - was very poor. The friends we were travelling with had an accident (not their fault) – they were also in an Apollo camper van. And despite them having paid a disproportionate amount of money in insurance to Apollo, Apollo towed away and did not replace their camper van. Not only that, they terminated the rental contract with our friends, and would not refund the remaining five days left on the contract. We had read in the contract that Apollo could do this, but we did not read it until we are about to take charge of the campervan keys, and what is it that people are expected to do at that stage? Apollo needs to rewrite their contracts to provide protection to their customers. The way they treated our friends was disgraceful, and it interfered not only with their holiday but with ours. We could no longer do the 3-day point to point walk we had planned along the coast.
After the holiday, our friends wrote a letter of complaint and I’m glad to say that Apollo at least refunded the money our friends had spent on a hire car. But you cannot sleep in a hire car, and our friends had to travel 100k to hire the car themselves, and write a letter of complaint before they received any compensation.
Reason of review: Bad rental contract.
Preferred solution: a rental contract to protect the needs of the customer, rather than exclusively protecting the company.
I liked: Campervan.
I didn't like: Contract termination after accident.