The store service was decent, efficient, and the explanations were quite detailed.

As a global car rental chain, their New Zealand branch's service processes, such as vehicle pickup, one-way returns, internal management, and after-sales procedures, are quite disappointing. First, at the Auckland Airport branch, when picking up the car, the staff lazily asked me to confirm the car condition and related terms on a tablet in their office (refusing to provide a printed or emailed copy, citing inconvenience). They did not accompany me to the vehicle parked several hundred meters away for an on-site inspection. After locating my rental car in the parking lot, I discovered discrepancies with the previously confirmed condition, including the absence of essential tools like a car jack for safe driving. I had to walk back, dragging my luggage, to the office for clarification. Second, when returning the vehicle at Christchurch Airport, I returned it before 8:00 AM at the designated Car Return location in the parking lot (the on-site staff collected the keys as proof). However, I later found out that the rental company had charged nearly 400 NZD from my pre-authorization without notifying me. After reporting this to the rental platform, the company claimed it was due to a late return at 11:00 AM, a supposed three-hour delay. Fortunately, I had retained my boarding pass and other evidence showing my flight departed promptly at 10:00 AM. After assistance and coordination from the rental platform, the issue was resolved. Third, during the rental period in Queenstown, one tire was punctured by a nail while driving in a downtown area. I immediately informed the rental company by phone and provided clear photos of the punctured section. However, two months after returning the vehicle, I was unexpectedly told that two tires had been damaged.

Initially, we were given an MG, but the trunk was too small to fit four suitcases. After discussing with the company, they offered us a new hybrid Toyota RAV4 since there were no X-Trail cars available. It had only 13,000 kilometers on it and was in excellent condition, very fuel-efficient with an overall consumption of about 5.8 liters per 100 kilometers. The return process was very simple, just handed over the keys after parking, and they didn't even inspect the car. However, they sent me a final invoice and I had to pay a little extra, which was the first time I encountered this. Since the amount was small and they didn't charge for the additional driver, I didn't pursue it further.

The store's computer had issues on the day of pickup, making us wait for a long time. The Indian manager at the store seemed incompetent, claiming my newly updated driver's license was expired without even checking the translated copy. The situation left me stressed and sweaty due to jet lag. When I wanted to extend the rental, they insisted on inspecting the car in person, making me visit the store for no reason at all as nothing was actually done.

Quick pick-up, and even quicker drop-off (as the staff was off-duty when I returned the car, and I was instructed to leave the keys in the box on the counter). The only downside was that the car seemed to drift a little. Everything else was great.