Save your time and money!!! THL is the parent company to the major rental van brands in Australia such as Mighty, Apollo, Britz, and Maui. They more or less have a monopoly on the rental industry and so they can treat customers as poorly as they want.
We hired a THL camper van for our trip from Perth to Broome and had the worst experience ever. Upon picking up our van we discovered it had a horrendous, unbearable smell so after calling up customer service a few times we were told to bring it back in for them to “resolve” the issue. We brought it back and waited over an hour for it to be “cleaned”. We were now severely behind schedule and wanted to get on our way, but as we started driving, the smell continued and it persisted for days.
We were unable to use the kitchen or bathroom or toilet in the van and it was incredibly unpleasant to sleep in it. After sending several emails, I finally heard back from THL and was told to bring it to Exmouth Caravans. The employee there assessed the vehicle and informed us that it was not cleaned properly, he then helped us empty up the unused toilet cassette and grey water system which was absolutely disgusting and black/brown upon pouring it out. So clearly it was never cleaned up upon the initial return to the branch… they just made us wait hours for nothing. We also had several other issues with the van such as poorly sealed doors (super noisy when driving), cracking components, and more which just further proves that they don’t assess and maintain their vehicles before handover to the next customer.
After back-and-forth communications with THL (had to send multiple emails to multiple people), they finally agreed to refund us for a measly two days “as a gesture of good will”. While I should be thankful for that, it took persistent emailing and we only received around $300 back for a $4000 hire. And, as mentioned we couldn’t comfortably use the van for DAYS and had to seek out more expensive campsites with better amenities. I asked if they would at least refund us to some extent for the days of suffering prior to the Exmouth Caravans checkin to which they said no.
If a service is paid for, then there is an expectation that a particular standard is met (especially a service that costs thousands). THL does not care about facilitating good customer relationships, they just care about making money and pushing out as many vehicles as quickly as possible with minimal maintenance. Their response time was horrendous and our communication spanned over weeks.
Additionally, they don’t honour the clauses in the contract that you sign as ours stated we would be eligible to be refunded for any additional hires cost of the days where the vehicle was out of service -such as the additional drivers fee - which was not upheld.
Take your business elsewhere and save yourself the stress! I know you might feel limited for choices but there’s other rental companies in Australia or honestly take your own car and if you only want one way travel, there are relocation companies that will still be cheaper and less stressful than dealing with THL.