The service of this company is really poor, especially the front desk service on the day of pick-up (January 29th). I booked a 2017/2018 Corolla, but on the day of pick-up they gave me a 2013 Camry, claiming that the car I booked was rented out. I asked why they didn't inform me in advance, and they said they generally don't notify customers of upgrades (By the way, the model was upgraded but the year was older, I would rather not have an upgrade if possible). The man at the front desk said, 'If you're not satisfied, you can find another company now.' I've never seen this kind of service attitude before, no apology and even arrogantly suggesting that we find another rental company right after getting off the plane. Their mistake, but no apologies, and they expect the 'tourist' to find another rental company on the day of arrival? I was very surprised by their handling attitude. I've been coming to NZ for 20 years and have never seen this kind of customer service! I don't even know if they are in cahoots with their neighbor, intentionally making customers dissatisfied and then directing them to the neighbor. If they had informed me of this situation in advance, we definitely would have gone somewhere else, not after arriving and being 'forced' to find another company. Later, I checked reviews and found that Google map reviews also mentioned they directed customers to their neighbor's rental company! Anyway, this was our first time renting a car, quite an 'eye-opener.' Next time we'll go for a reputable company, even if it's more expensive. If I had known cheap meant this kind of service, I wouldn't have chosen it no matter how cheap!

The pick-up and drop-off shuttle service was very convenient, and I was satisfied with the other services as well. However, we had an accident during our trip, where the other party was fully responsible, and we had local police documentation proving it. Moreover, we had purchased full insurance with zero deductible. Despite this, the rental company claimed it was industry practice and withheld a deposit of 16,000 yuan, stating it would be returned a month later. In contrast, our friends who rented from a foreign car rental company under similar circumstances only had to write a report and were not charged a cent. I don't understand why EZU operates this way. This rental experience has affected my choice to continue renting from QEEQ in the future.

car was great pick up was great had to wait a while to do the paperwork as only 1 man doing all jobs

look to have more than one person doing everything

Waited a long while for shuttle and also to get our car as the pick up location was not at the airport but off-site. We also had to make a local call to contact the company for a shuttle and that means overseas call charges for foreign visitors like ourselves. When we picked up the car and asked for the company to mark out all the scratches, they said it was our responsibility to take photos and accept the car, which already had scratches all over. They claimed that they already had a database of the car's scratches before handover (which they did not show us as they did not have it available then), and the onus was on us to do a comprehensive 100% check capturing pictures of all scratches (hard to do after a 14-hour flight!). When we returned the car after completing the rental, they claimed that we had caused some new surface scratches on the bumper even though I was not involved in any accident, and suddenly they made available a tablet showing the pictures of the pre-existing condition of the car before rental. We were made to pay an excess of $4000 before we were allowed to go catch our return flight, and the attitude of the counter staff was rude and terrible in the whole process, basically holding us back from leaving. Have shared the story with Easyrentcars on the pain points trying to claim back the partial excess from the so-called damage repair costs for the surface scratches which are just a few of the many across the car. Won't rent from these guys ever again and would recommend all NZ visitors to avoid renting from them. Unethical behaviour.

Appreciate Easyrentcars helping me claim back the partial excess, especially since the car rental company did not want to respond to me on how they have repaired the vehicle and how much it cost even after 3 weeks. Find it unbelievable that they actually repainted the whole bumper to cover up the scratches and it costed them around $1000 (see attached photo for scratches at left corner of bumper). But really big thanks to Easyrentcars for helping me close the case with the rental company and move on.

The car was alot bigger than we expected. Booked a Toyota yaris and were given a Nissan terran. Vehicle had something wrong with the gearbox as it clunked when put into drive.