The service and management of this car rental company can be described as extremely poor:
1. When picking up the car after the flight landed, the time was outside the store's 'business hours' marked on the order. As instructed by the order, I contacted a third-party service company, but they said they couldn’t find my order and suggested I directly call the store, as it might not have closed yet. I spent almost an hour making countless calls to the store but couldn’t get through. Even after contacting the car rental company’s headquarters through the booking platform, they were unable to reach the store and couldn’t clarify whether the store had closed or not. Feeling desperate, I wondered whether I was calling incorrectly, so I asked a local to try making several calls for me, and finally got through. Someone eventually came to pick me up, and it turned out the store only had one staff member handling everything—pickup, paperwork, and vehicle returns—no wonder they couldn’t answer the phone in time. You can imagine my frustration being held up like this, especially since I was charged an extra fee for 'after-hours pickup' when I booked. If it was indeed within regular working hours, shouldn’t I get a refund?
2. To be fair, the staff attitude during pickup and drop-off was quite good, the typical friendliness of Kiwis. However, a major problem arose: I explicitly stated during pickup that I didn’t want to purchase additional insurance, and my prepaid booking clearly included full insurance provided by the rental company. Additionally, I had already completed the online check-in and signed the documents the day before pickup as instructed in their email. Despite this, the rental company added an extra insurance plan to my booking when I picked up the car (the payment hadn’t been deducted at pickup but charged against my deposit upon return). They refused to refund, claiming I had signed in agreement (they referred to the online check-in signature from the previous day, not anything signed on the pickup day itself). This ridiculous error dragged on for nearly a month without resolution, leaving me utterly exasperated. Eventually, the booking platform intervened to settle the issue for me.
In summary, I would avoid this rental company at all costs. Proceed with caution.
About QEEQ:8.0/10
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