The first car we got had a fault and was replaced without fuss with a much newer vehicle

They proactively picked us up at the airport. The process was simple, explanations were clear, and the vehicle was clean and tidy.

The car was too old, and the insurance was expensive.

There were many external damages on the car, and there were a lot of people when returning the car, so I had to wait for a long time. However, the service was still quite enthusiastic.

Like: Friendly and chatty staff - nice relaxed and efficient atmosphere. Reassuringly clean office and vehicles.
Dislike: Don't like the insurance up-sell. Not sure if the vehicle was limited to North Island use only. Didn't matter on this trip as only intended to stay on North Island - just not sure what the implication would have been if we wanted/had time to visit South Island.