I book car whit full Insurance. (0 axcess), but Great Rentals ask me abou toll fees ($7.2) and labor cost and cleaning fess($160) are total $167.20. This cost they already taken from the holding fees.
We were supposed to pick up the car at 9 AM, but they said they only start working at 9 AM and would charge extra to come early to the airport. The rental company was very far from the airport, and we didn't get the car until 10 AM. When we arrived at the office, there was no one there, even though it was past opening time. We had to wait for them to bring out about ten cars. We rented an SUV, and after less than 300 kilometers, it indicated it was out of gas. We seriously suspect the gas tank was tampered with. They even argued that we had a driving problem? We were very dissatisfied with the rental company not informing us that it was about a half-hour drive from the airport, which wasted the tourists' time. Returning the car would be impossible for those on a tight schedule. In the end, we left the car at the gas station outside the airport.
1. It was a Nissan, not a Toyota;
2. The company phone line was disconnected;
3. Audio system and GPS was only in Japanese;
4. The lighter's fuse was blown.
“Value for money through your online booking system was very good however ...”
About Great Rentals:6.7/10
On calling your office for pick your staff on the phone, English language was very difficult to understand, not able to give clear directions for pick up at the arrivals terminal in Auckland international airport. Your van has not advertising therefore when searching for the van there are hundreds of white vans! On arriving at your pick up location your staff were going to give me a very old SVU and not the one you advertise on your web page!!! Then I got a million excuses why I couldn’t get the car I booked... reason other people had booked ..... hello I booked this car back in April!!! Then the staff finally agreed to give me an upgrade in all the process took over an hour ! Staff are polite but very inexperienced and poor English!
- Car met our space needs at a good price - this was the only plus point.
- In the end, the value wasn't worth the experience at all as the whole pickup and drop-off experience was handled extremely poorly.
- Pickup information may sound clear to someone who has visited Auckland Airport before, but is extremely unclear for someone arriving for the first time. The "Pink W" is not near "international arrivals" as specified, but actually near "Departures" - logically of course we were confused so we called all 3 phone numbers given to us many times to ask for help. As no one picked up, we had to ask airport staff many times, all of whom kept telling us there is no "Gate 11/Pink W" for arrivals and kept telling us to wait at the only international arrivals gate, which was where every single other rental company car usually picks up from.
- When someone finally picked up our phone about 40 mins later, we were told they were on the way and would be there in 20 mins (this is ridiculous as they were already given the pickup time and flight number). We had to make numerous follow up calls as no one arrived in 20 minutes and we were left waiting for even longer. Finally when a man came, he blamed us that he was late because we did not follow instructions and he had to come all the way from the pink W (this is literally a few minutes away, I don't know why he was more than an hour late!)
- The drop off procedure was much easier because we were actually given an address and we didn't have to rely on or wait for the company for long periods of time. It was also handled a little poorly, however, as we got an email from Great Rentals at around 9pm the night before asking us to meet in a location other than the originally specified address. Only the driver that drove us to the airport had good customer service and we had no issues with him.
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