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The original was posted on /r/japantravel by /u/Spartaness on 2025-06-12 08:45:57+00:00.

Posting this as both a warning and a request for help on escalation options.

We recently rented a campervan from Samurai Campervans Fukuoka, and the experience has been gross. The first vehicle was a bait and switch with what I booked online, had grinding suspension, a broken passenger seatbelt, and was clearly unsafe to drive. We ended up stranded an hour out from Fukuoka with no working support numbers. None of them connected on either my Japanese or NZ SIM and only one email contact.

Eventually, a replacement van was delivered, but:

It arrived with the fuel light on

It was dirty inside and out

It smelled strongly of cigarette smoke

We were later told by their own staff that the original van was not the model we booked, which confirmed our suspicions.

We’ve spent the day airing out the car, and opted for a hotel overnight (which, last minute biking in Fukuoka? Easy peasy.)

They’ve offered one day of compensation (didn’t say based on what we agreed vs. the one we got), but I’ve requested two based on the safety risks and time lost to compensate. I followed up yesterday and again today but have had no reply in over 24 hours.

I’m currently looking at options to escalate through Japan Consumer Affairs, and leaving a classic 1-star review online, but it’s unclear which authority is best for this kind of issue as a foreign traveller. If anyone has gone through something similar, I’d really appreciate advice!!

This has been a stressful and disappointing part of an otherwise stellar trip. Happy to share more details privately if it helps anyone avoid the same experience.

Thanks in advance.