Dear Sirs,
I am writing in relation to my rental under reservation number 3252365035, with pick-up on 9 October 2026 in Frankfurt and return on 15 October 2026 in Frankfurt. I would like to formally express my complaint about the service received for the reasons detailed below.
During the inspection carried out at the time of pick-up, numerous defects were identified, including but not limited to the following:
• Significant damages on the sliding door and below the passenger door
• Scratches all over the van
• General lack of cleanliness: excessive dust, grease, and dirty curtains
• Broken mosquito net
• Warning indicating that the van required servicing
• Warning indicating a defect in the engine heaters
• Several dents and damages inside the vehicle
• Broken wooden support strip for the luggage compartment board
• Broken seat armrests
• Broken handbrake lever
• Windows with broken or loose screws
• Scratched table
• The step at the entrance wasn’t working properly
In addition to the above, there were many other issues. Some of these defects had not even been identified beforehand. What I find most unacceptable is that other defects were apparently already recorded in Roadsurfer’s database, but they were not shown in the list of damages shared with the customer for review during pick-up.
All these inconveniences caused a significant delay when collecting the vehicle. We even had to return to the pick-up location to verify whether some of the defects identified could cause more serious problems during the trip, for example engine heater warning and the service warning indicator. As a result, we were unable to start our journey until 4:30 p.m. on 9 October.
During the trip, additional issues were identified which caused further inconvenience, including:
• Both the passenger door and the side sliding door were difficult to close. This caused repeated problems during the journey, as we constantly had to check whether the doors were properly closed.
• We found further evidence that the van had not been properly cleaned, including sunflower seed shells and even parking tickets from 2024.
• Faults in the wastewater tank level reading, which kept flashing even when the level was correct.
• Broken wastewater handle, making it very difficult to empty the tank.
Through this complaint, I would like to express my dissatisfaction with the service provided by Roadsurfer. The rented van clearly did not meet the expected standard of the service contracted, and I therefore request appropriate compensation.
In particular, I wish to highlight the following points:
• Lack of transparency during vehicle pick-up, including the omission of existing damages
• Poor cleanliness and hygiene standards
• The number of inconveniences experienced during the trip
• The significant delay suffered during the pick-up process
Please find attached photographs supporting my complaint.
I kindly request that you review this matter and provide a suitable response and compensation for the inconvenience caused. I look forward to hearing from you soon.
Best regards,
