Excellent

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.

Very satisfied

The customer service of the rental car company could not provide the correct drop-off location as per my request. They just kept repeating the complicated drop-off instructions! The overall service level of the staff needs improvement!

Excellent!