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“REALLY BAD EXPERIENCE!!!!!!!”

Fraser Magic 4WD Hire
Certificate of Excellence
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Owner description: Take a Fraser Magic four wheel drive on an adventure trip of a life-time, exploring beautiful, world heritage listed Fraser Island, the biggest sand island in the world. Drive your 4X4 along pristine beaches and explore the tropical rainforest. Fraser Magic 4WD Hire can provide vehicle hire with barge transfers, National Parks camping and vehicle permits. Camping and accommodation packages are also available.
Reviewed 9 March 2014

We rented one of their old Land Rover Defender for 2 days and one night. We paid $1070 for 6 people for the car including the camping gear and the barge passes.

The car was in extremely bad condition. The handbrake was always on, the person seating between the 2 front seats had to push the handbrake with her right foot in order to completely unlock it and get the car going properly, it was rather uncomfortable because the gearbox gets REALLY REALLY HOT and someone had to seat on it. At some point, we covered it with wet towels because it was impossible to seat on it.
Also, the break didn't work properly. On the first 3kms that we did on the road to get to the barge, we noticed that the break didn't work well, it would take you 200m to stop the car. Plus, one window was blocked, we had to leave it the way it was and only the driver door would lock.
Plus, the car was really uncomfortable for 6 people, you could rent it for 4 maximum, but 6 is too much...

THIS CAR WOULD NEVER PASS A ROADWORTHY INSPECTION!!!!

On the first day we got a flat tyre; we got one bump on the trail that we couldn't avoid (the car didn't break) and going well under the speed limit, we got a flat tyre. After replacing the wheel, we gave a phone call to Fraser Magic to tell them. They said that it was fine and we could keep going and they would look at the car when we come back.

The rest of the trip was nice, we really enjoyed Fraser Island, there are some really nice and beautiful places to visit.

When we returned the car, another person was there, we reported the condition of the car; blocked window, the handbrake and the break that didn't work. He also knew about the incident with the flat tyre. He looked closely at the car and asked us to pay $150 to fix the rim. We gave him $150 cash and signed a paper saying that we paid for the damage.. Then, he apologised about the handbrake and tell us that we had no paper to sign and that we could go.

Surprisingly, 10 DAYS LATER! I received a call from Matt, apparently the owner of the business, telling my that we damaged the car and we had to pay for it. I was really surprised because we asked the other person when we returned the car and everything was OK, we just paid for the damaged rim.
Apparently, 10 DAYS LATER, they realised that the car was damaged!!! I told him that I was unhappy because we already paid for the damage and that it was surprising that he calls me 10 days later… and nobody told us anything prior to that...
He sent me the bill, which was almost $900 (excluding the $150 already paid), including over $400 just in labour expenses !!! The bill also included the window that was already blocked before we got the car.

We were really pissed!!!

THEREFORE, don't rent any vehicle from these guys, their 4wds are really OLD and in BAD CONDITION, if you are unluckily and something breaks, you will have to pay for it!!!

For the same price you can get a new HILUX at other agencies…

4  Thank clement85
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
FraserMagic, Manager at Fraser Magic 4WD Hire, responded to this reviewResponded 12 March 2014

We value all feedback however we would like to clarify a few points:

Your original booking was for 4 people and later amended to six. At that time you were informed that the seating configuration is 3 seats in the front row, 3 seats in the 2nd row and that the centre front seat is not so comfortable, best suited for a smaller person (similar to the front seating configuration in a Land Cruiser).

All of our cars are kept in roadworthy condition and pass the random checks of Queensland Department of Transport. Each vehicle has a mechanical check on the hoist in our workshop before going out on a hire. We would not send out a car without working brakes. If you had any concerns in this regard after the first few km it would have been sensible to call our office or bring the vehicle back immediately.

When you called about the flat tyre the only question was if the spare wheel was adequate to continue your journey – which was of course confirmed by our office.

When you returned the car it became clear that the 'flat tyre' was caused by a dented rim which was not repairable. It was explained, that given the extent of the damage on the rim, there may be more damage to the car which would be checked by our mechanic and you would be contacted accordingly.

It turns out that both front rims and the axle were bent and one window regulator broke due to a heavy impact – it is not easy to bend an axle on a Land Rover Defender. This indicates that you possibly hit a washout on the beach at high speed. This is exactly one of the possible hazards discussed in the briefing and clearly shown in the information video. If the safety information given at the start of the hire is not respected, further government restrictions on beach driving are likely to be imposed.

The customer is liable for this sort of damage and you were telephoned 3 working days after you returned the vehicle which is not unreasonable. You also received an email with a detailed invoice – please check the dates.

The amount we have charged for the repair is as always at cost only, we do not make a profit on this, rather the opposite given the car can't be hired during the repair. We recommend that you ask a Land Rover dealership how much it costs to replace a front axle housing.

It is unfortunate that Trip Advisor is used in this way by those not happy to take responsibility for damage they have caused.

p.s. A new Hilux may not have survived such treatment - imagine the repair costs...

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Reviews (109)
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70 - 74 of 109 reviews

Reviewed 23 February 2014

We just returned yesterday from a fantastic 2D 1N trip to Fraser Island. The owner was the one who greeted us at the arrival and also was the one whom we returned the vehicle to. He was very friendly and had lots of good advice to offer for driving on the island and also points of interest to visit while on the island. He was very knowledgable about the whole process and made sure to answer all our questions and was great to deal with. I would HIGHLY recommend renting 4WD from this company if you are looking at a trip to Fraser Island.

2  Thank Canadian573
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 2 February 2014

Pre pick-up Fraser Magic were extremely helpful in their responses to emails and the information and advice that they gave. On arrival at the Fraser Magic offices to pick up the vehicle, the briefing we were given was frankly pretty scary, mostly focussing on getting stuck in wet sand/sea and being attacked by dingos,(all via a DVD) What was not covered was what, as it transpired, would have been the most useful stuff....like what to do in the extremely dry conditions to avoid getting 'bogged' (stuck in dry sand!) on the inland tracks. The guy gave us a 5 minute speed tour through Fraser highlights, showed us briefly how to operate the 4WD and sent us off to the barge. However, as long as you are prepared to wing it, don't let the story so far put you off. Folk on Fraser were very willing to help, we loved our battered 4WD that really did us proud and the lakes and beaches are just stunning. Don't bother with the campsites, camp in the dunes - beautiful.

3  Thank Patty_Fields
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 26 January 2014

We hired a Land Rover Discovery for 3 days to go to Fraser Island, which, by the way, was amazing!
The staff at Fraser Magic were very helpful in advicing us where to go on the island, and very flexible. I also like that they book the ferry tickets. The car was a bit old and battered, and the air conditioning didn't work. But the car had loads of charm and got us through everything on the island, and we sure put it through a lot with a drive all the way up Seventy Five mile Beach and long stretches of not so much used inland tracks with big waterholes. For the most part we could drive with the windows down and didn't mind the broken aircon. Would recommend to others.

3  Thank ElinJanitz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 January 2014

I normally don't write reviews at all... but for this company I felt I had to!
Very friendly service... we got to there office late, they went through everything and explained all the details of the vehicle...
The vehicle was a little older, but a great SUV... seems they only deal with Land Rovers, which are great 4x4 vehicles.

We had a great time on Fraser Island, even got stuck a couple of times and even got a flat... they had everything I needed to change the tire, even a piece of 2x4 to place on the soft sand.

On our return, our own car was parked outside and ready to go... the final inspection all was great, just the flat tire... they only charged me 30% of the actual value of the tire, due to the wear that was already on the tire!! This is unheard of in rental car companies... you damage something, you pay to replace it... full value!!

On the island, I saw people renting from another company, they where inspecting the vehicle over and over again... Fraser Magic knows that scratches happen and they are OK with that... which is great to know, after what you really put these cars through!

Would rent from this company again in the future for sure!

2  Thank RH44
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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