Our experience with Benz Vito wasn't too good. I think that was not the car itself (it was a good car) but the Nordic Car Rental who didn't care about it.
When we noticed all these mayor and minor shortcomings, we were too far away to change the car and we offered to keep the car for the whole two week trip. We got 50 % discont in the end and mixed feeling if this was a good deal.
The airport pickup was done in a van on really bad condition, that’s the first bad impression of the company. On vehicle Pick up the receptionist were being rude to simple client’s questions and request and on the long wait on the queue I have seen at least 3 costumers leaving with a really bad impression.
At pickup simple things like need of gas for the system were not explained and does not sound correct to rent a motorhome without gas as it cannot function on many of its futures. Motorhomes should be always be rented with gas included, not as extra. Fuel tank was told to be 6/8 when it actually was empty on with reserve light on, and the feeling is that this is a tricky scam as the receptionist had no clue on the actual diesel tank status. Just want a number to complain and charge extra later on delivery or to keep some extra diesel if client didn’t manage to plan / use correct amount of fuel. Fuel policy should be pickup and delivery with fuel tank. Overall the feeling that we had was to go out of that shithole as quick as possible.
The function of the motorhome was explained by an employee with very poor English skills who could not communicate properly the futures. The car had bad smell, smoke smell, bad was broken, water pump was not working and overall it was very dirty. Then the car was replaced with other one which was functioning better but was still full of issues like ventilation system only working on maximum with high noise (4/4), passenger widow not opening, electric mirrors not working, stove cover and storage cabinets with loose closing vibrating a lot when driving, gas hose leaking. Maintenance and cleaning of the car is done very poorly.
I do not blame employees individually because on the time I’ve spent on your office it was clearly a working culture, it is responsibility of the management to ensure employees know what they are doing, are respectful with clients and have a minimum knowledge of how to deliver and communicate a service to client. Right now the company looks rotten where everyone does the minimum and the end result is terrible, it can be seen on all aspects from airport pickup, reception, car delivery, communication, car maintenance, and cleaning of both the office and the car.
*locks didn't lock (at night), while driving open and closes sometimes
*car used lots of oil (13 liters / 2500 km , normal is 1 liter/10000km), i had to buy extra oil on the road, and waiting to get a refund for this 3000isk
*not al the mentioned kitchensupplies were there (cuttingboard, glasses,...)
*car was dented everywhere and missing pieces , windscreen was sandblasted and was difficult to clean
Northbound, the service that we booked through, was very easy to deal with when we had to make a couple of changes. We asked to add an extra day to our booking and the Northbound agent spent all morning trying to reach Nordic with no success, so we appreciated that we went through Northbound rather than dealing directly with the rental company. I would book through Northbound in the future but would avoid Nordic and choose another of the companies they deal with.
Pick-up lasted more than 3 hours. Already there we realized many customers complaining about serious technical issues with the rented cars. Same experience when we dropped the car.
We wanted to rent in addition camping chairs and a table. Renting fee was highter than the price of new equipment! (around 80 EUR, other companies charged aroung 15 EUR). Therefore we did not rent, but were charged for table and chairs anyway as we saw it later on the receipt.
No response on mails, no response on the phone. Still have not received any response to get the wrongly charged fee back.
The camper itself had several issues:
It was disgustingly dirty when we received it. After a complaint we finally got it cleaned.
Doors sometimes locked by themselves, sometimes it was not possble to open some of the doors. Especially when the backdoor did not open we had to dismount the bed to get to the stuff in the trunk.
Water to clan the windscreen was missing. Drive belt was squeezing. In total our worst experience after plenty of years renting cars all over Europe.
If you have any chance - book with another company!
Some features of the car are not very appropriate for this kind of use, like: you can not open the back door from inside; you have to change the seats before sleeping...
The refrigirator did only work on gas and it was very difficult to start. Every time we should start it we used between 15-30 minuts.
The blind curtains did not work.
The heatet over heated so it smelled ekectrical burned.
The camper door was very difficult to open/close.
The key to the camper was half brooken.
The camper also had a hole in the tavle and the plate to cover the gas was missing.
So in total, I am not happy at all. I did expect something better due to the cost I paid to rent the camper.
The only problem was, that there was nothing to hang clothes on.
First of all, we went to collect the van, and the one they gave us was not the one we asked. We asked F. Transit Connect with a special distribution in the back and they wanted to give us a Docker without the space more than the bed. The Docker was very new but the back space was less. As far as we told them we asked about the Transit 2006, they showed us the van... it was so old!! This van cannot be for rental any more!! It has problems with the gas deposit...So, we told them that if we have any problem, I will claim and show it in their web. At last, they reconsidered the subject and give us a newer F. Transit (for 3 people) that they have available so after the fight they do it ok.
During our trip, the front wiper stopped working and we called to 24h service. They told us they agency will call us but they never did. We wait one full day more, calling again to 24h. The person at the phone was astonished and he called again to the agency to call us back (they never did). Meanwhile, 1 day waiting, we asked in the town we were if there was a car repairing place because we were almost sure that it was just a fuse, easy ro repair. And, after talking again to the 24h service, we agreed to repair it by our own, pay it, and give the invoice when returning the van to Nordic rental to pay it us. As it was not so much they paid us without any problem but never asked about nor give us any explanation why they never called us. So, as you can see, everything became fine but just because the subjects were not so important.
So, rating not so good.
1) We didn’t get the car that we rented. We got a way smaller car.
2) The car that we got had to be opened with the key in each door.
3) We had to pay 312 € in insurance when we came to Iceland. This was a huge surprise as we we’re not informed about this anywhere. The guy from Nordic Car Rental Campers couldn’t not explain why we had to pay for this insurance. This insurance we apparently had to pay even though we paid a deposit on 2730 €.
4) The gas can to the stove ran out of gas after one meal and two cups of coffee. We asked the guy at Nordic Car if we should buy an extra from Nordic Car so we wouldn’t run out of gas. However the guy insured us that there would be enough gas.
However I do feel that the car in general could use a little bit more maintenance: A dashboard light was on during our entire trip (A quick phone call assured us that is was no direct problem) and one headlight was broken. We didn't use the cutlery, stove and pots and pans but they seemed okay.
Overall it's a great deal and would rent it again!
Our second car was what we reserved and everything was great until the third night. While driving a main road up a slope in the east fjords we almost ran into a guard rail. Our tire completely lost traction and spun out. The vehicle stalled out and we began to slide backwards. It took about 45 minutes to get away from the guard rail so we can go back down the hill and take a much longer route. This morning I was able to see the tires were completely worn down and the tire wires were exposed and of course the spare tire is broken too. Now I've driven several hours to the next town to find a mechanic. I thank God we noticed the tires were bad before they blew out while we were driving on the main road. And they can't pay the mechanic to replace them so I have to pay and wait for a refund.
We have literally risked our lives renting from this company with how bad these tires were. It's obvious with both cars that they do no safety inspection and there's zero quality control. And when we shared all these problems with the employees they didn't seem to care and said if I wanted a refund I had to email the CEO
It would take some convincing to book with you again after this experience, this was a scout for future visits and I feel let down. People were nice but that only is part of the experience the rest was terrible. We met another Camper from the same company broken down waiting hours to be helped, we witnessed cars being given out that needed to be jump started.. Not good.
The van was a bit old but it was ok.
Shuttle service from/to airpot has been perfect, as check in and drop off procedures, very gentle staff.
I would only suggest to add a table as basic equipment.
The tires were winter tires, and we did have one flat tire, which we had to get repaired. These were not in the best condition, and the 4 tires were all from different brands - so that could have been better. I called nordic campers, and they could provide with assistance when we had that problem.
We had a sink in the car. After the first night we noticed it was leaking, so we had to go back to get it fixed. In the second to last day (day 12 of 13 total rental days) it started leaking again.
Thank you for the car and for the assistance, during and before our trip!
They didn't pick us up at the airport as they ought to, they didn't show us anything about the car but simply handed us keys. The car was in very bad condition, not even close to what the pictures had given the impression of. Not entirely pumped tires, backdoors unable to open, sidedoor-pulls screwed on and half loose, seats and beds were loose, steering wheel was not aligned and gas stove did not work properly.
Now the nightmare begins. As my husband went to drive off the knob of the gear stick came off in his hand, he showed it to the member of staff standing by the window who just shrugged his shoudlers, but no worries there were shops nearby so off we went to buy some superglue and oh did we need it. Superglue and gear knob glued on we went to our first campsite. Having arrived I went to make us a hot drink only to have the tap knob come off in my hand, more superglue. I then went to make up the bed only to find that the sheet provided was still wet and must have been wet for some time as it was stinking of dampness and we could'nt use it, it was put into the broom cupboard until I gave to your staff member to smell when we returned the vehicle. That first evening before going to bed we went to close the blinds when the one above the table (where our daughter was sleeping) fell off, my husband fixed it but it was obvious that the holes were too big for the screws, it came off again in the morning while trying to bring it down and this went on for two more days before our daughter asked us to leave it of as she was afraid it might fall on her during the night, it went into the same cupboard as the sheet. After day two I asked my husband to please take out the toilet cassette and rinse it out as keeping the seat down had not stopped the smell permeating through the vehicle, we has'nt used it as we use the site bathrooms and would only ever use the vehicle one in emergencies but when he took it out he said it did not smell, I went into the bathroom to discover it wasn't the toilet that stunk but the bathroom itself. Half an hour and almost a whole bottle of cleaning product later the bathroom no longer had a smell and was spotless, all it needed was a good clean which it is obvious it had not had in a long long time, I even poured hot water though the drains for the next three days as that is where most the smell was coming from, it did not smell at all when we returned it. Because of the state of the toilet I spent the next two hours cleaning the whole vehcle, emptying all the cupboards, on my hand and kness with a scourer scrubbing the floor only to realise the whole place was filthy.
All of these things were annoying but really minor problems and if only they had been the worst we might have said nothing but the worst is still to come. The passenger seat that swivels would not lock into a forward postion so every time went round a sharp corner I had to hold onto the door handle to stop the seat from moving. On day three while on the east side of the island where the roads are not the best and can be a bit bumpy my daughter let out a scream and as I turned around to see what was wrong I saw the bathroom door had fallen off and had just missed hitting her. My husband pulled over to side of the road at the first oppertunity and manged to fit it back on only to find that the middle hinge was totaly broken and the bottom hinge was only held on by one screw as the other one could not be fitted ( which is why the door would not shut properly when we were given it and you knew this) After this the bathroom was out of bounds and the door was only ever opened when I went in to clean the drains. We also discovered that the front windscreen leaks in heavy rain and the water drips over the dash electrics so wh had to travel with a cloth over the dash. But the worst thing of all was the wall next to the table which was also the space our daughter was meant to sleep at. We had noticed that the original inner wall had come off and it had been covered up with some cheap stick on liner but after a few days this had started to peel off and revealed the damp mouldy wall behind it, mould which our daughter was expected to breath in all night while sleeping and sit beside while traveling, thats disgusting and you are disgusting for knowly allowing that. This dampness is also why the blind would not stay on as the wall is soft and the screws won't hold. All of these things were told and shown to your staff member when we returned the vehicle. After complaining when we returned a female staff member went through to the back premises and returned some time later to say the manager was'nt in to talk to us, I do not for one second believe this, I believe he just wouldn't come through.
I am absolutely appalled with the horrendous condition of the vehicle you rented to us and had you not contacted us I was most certainly going to email you along with an email to the Iceland Tourist Board, tripadviser, twitter, Facebook and all the websites I find your company being advertised on or any promoting your company. This vehicle should never have been on the road.
You are a disgrace to your country and Iceland should be embarrassed that you represent it.
L J Kelly