This had to be the worst experience we ever had renting a campervan. We thought it might be a good idea to support a small local family business renting the campervan for our 3-week holiday going from Brisbane up to Cairns. It was actually slightly more expensive than renting from one of the big suppliers like Britz or Apollo. At first we had a relatively good impression because they offered free accommodation for the night before you pick up the campervan - which turns out to be a true necessity because they are so far away from any airport. They seemed reluctant to pick us up from the airport, however, because we didn't fit into their schedule. (They would have done it if we agreed to wait for them till afternoon - 4 hours after our arrival, so they could combine it with picking up their kids from school!). So we decided to rent a car and drive there ourselves and make use of the one night free accommodation. It's a small self-contained cottage that you have to share with other customers. The mattresses were horrible for my back, but hell, it was just for one night - or so I thought.
In the morning we wanted to drive away straight away - but the pump for the shower didn't work. Took them another hour to fix it (no apologies from them, either). Their campervans are planned and fitted out by their own sister company. We decided for the EMU 3, on the base of a Fiat Ducato Manual. It was smaller than expected but was fitted with everything we needed. So we started our trip. The first night revealed a major nuisance: The mattresses were too thin and I was permanently lying on a wooden ridge that was protruding from the base of the bed (the mattress was made up from several smaller cushions which are set up like a jigsaw with little gaps in between and that's where the wooden ridge protruded from). So I called them the next day to report the problem. The guy I talked to (Lucio) understood the problem but made out I was just a fussy customer and replied with:we've got a fleet of exactly the same vehicles and you are the first to ever complain. There is nothing wrong with the design! (and so forth...) Lucio took it really personally that somebody dared to criticise his self-built campervans. That's the downside to hiring from a small family business. They told us to go to Clark Rubber to get thicker mattresses cut out - which we did and they grudgingly reiumbursed us for our expenses at the end of the trip.
It wasn't so much the faulty design that annoyed me - it was the unprofessional way the company handled my complaint. Didn't look like they valued the customer's input or were interested in improving their services in the future.

At the end of the trip I tried to convey to their team what I was very unhappy about their unprofessional behaviour, to which they replied that it was all my fault and that they never had such a bad customer. They even went to the extend of telling me that I should change my attitude. Overall: Their campervans are more or less alright, but their professionalism is not. It surely ruined a good part of our holiday.
For the amount of money we paid I expected to get a professional service, but instead they left a lot to be desired. Do yourself a favour and go with someone else!

Approximate cost: $200/day w insurance