The front desk staff responsible for assisting was relatively attentive and polite. However, there was only one staff member available, which resulted in waiting time. Initially, I was given a Kia, but the fuel gauge was not full, and its Apple CarPlay had issues. When requesting a replacement, I was informed that all vehicles of the same class were already booked for the day and upgrading would require an additional fee. After two staff members attempted to fix the issue unsuccessfully for over an hour, I requested a replacement vehicle again. They eventually agreed to switch to a nearby parked Mazda CX5, contradicting their earlier claims. The entire car pickup process took over an hour.
After leaving with the vehicle, I realized the next day that I had not received any documents or receipts in the email addresses I provided, despite being promised they would be sent. This experience was vastly different from my previous seamless rental experience with SIXT in Brisbane, where the system and notifications worked efficiently. I emailed the desk staff about these missing documents, but even by return time, I had not received any email responses.
During the return process, there was again only one staff member present at the desk, and the waiting time was extensive due to a larger crowd. Eventually, the same staff member who assisted during pickup appeared and took over my service. He remembered the pickup situation. When I mentioned the email issue, he initially expressed confusion about why it happened. I requested a confirmation to ensure no issues remained with the return and that no additional charges would be requested later, but there was still no email. I asked him to print the confirmation, and he requested I wait a few minutes to recheck the email. Despite showing him that my email inbox was functioning normally and checking the spam folder, nothing was received. While I waited for the email, he assisted another customer, which took approximately 30 minutes. After returning, he informed me that he was unable to access his email inbox due to permission issues. He suggested having another colleague send the confirmation, which would take another 20-30 minutes. I expressed that I could not wait any longer, at which point he printed the confirmation for me, emphasizing that the printed content was identical to the email confirmation. He promised to report the matter to his manager, but until today, no email has been received, even in the spam folder.
The printed document included a note suggesting that rental records could be checked online on their website. However, upon visiting the site, I discovered only an Australian phone number available for contact, which was inconvenient as I had already left Australia.
The overall service process and system of this rental company were extremely poor and not comparable to SIXT.
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